Allow Using the Hold Button on the Desk Phone
Need to be able to use the Hold Button on the user Desk phone for RingCX call backs
-hold button on desk phones works properly for everything except for RingCX callbacks
-current behavior of Hold buttons on RCX callbacks are it is playing wav files that is not setup on client/company's audio files; rather it plays it files under RCX's Global Audio Files
Franz Ferrey
shared this idea
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John
commented
It's good to see Ring Central giving their partners a voice in the details of solution!
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Alison
commented
It is imperative that our agents can place a call on hold using the desk phone because they are on multiple screens at a time and it is very confusing and time consuming to stop what they are doing, find the appropriate screen, place the call on hold and go back to the screen they were originally on in the amount of time they are allotted for a call.
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Katherine
commented
this has become a problem with a customer that is a busy doctor's office. Using the phone to put a call on hold verses the CX agent client is reasonable in this environment. So far patients are hearing you have made some type of purchase and asking for CC information or the recording sounds like a video game. There hundreds of files in the global book.
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Joshua
commented
This is an essential feature for any contact center, it seems counter intuitive to not have this feature enabled by default.
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Dennena
commented
This feature is crucial because our customers/patients should not be subjected to any hold music from other sources. It's essential for maintaining trust and ensuring our patients feel secure when they're on our phone lines.