This is a critical need for your AEP customers considering how RC splits up into 2 worlds (EX and CX). You need to make your product more seamless and easier to work with. I agree with other comments that this should already be a core function.

It is extremely distracting to receive a call while on another call. The system should be able to mark the agent busy on the EX side while on a CX call and vice versa. Major upgrade here.

This would be a major upgrade and I don't see why this isn't a core function already built in.

Requesting account: Eminence Organic Skin Care

Customer requests syncing of RingCx and RingEx call statuses. Currently, when an agent is on a RingEx call, RingCx correctly sends incoming calls to voicemail. However, if the agent is on a RingCx call and receives a RingEx (DID) call, the RingEx call still rings through, not recognizing the agent as busy. The customer would like both platforms to recognize when an agent is on a call—regardless of which system—so that call handling (like call waiting or voicemail routing) works consistently and avoids disruptions.

This seems like a fundamental implementation and an oversight that it hasn't been done. Disappointing

Agents are currently unable to see other agents' statuses unless transferring internally.

Staff are not able to see when another CX agent is on a call/in a meeting etc. unless selecting transfer and the internal tab, but they have to be on a call to see this.

The corporate directory displays the EX status and not the CX status.

Is there a way to display the internal tab when not in a call, or have the corporate directory display both CX and EX statuses? The goal is to display CX statuses for agents, while simultaneously show non-CX users in the RC App the statuses for their CX teammates.

This is a basic function and is really bad that it hasn't been implemented.

I couldn't agree more. The issue I'm having the most problems with, and it's actually affecting my entire office at this point is the SIP proxy list is empty whenever the phone is factory reset. Makes no sense how I have my iPhone completely synced with no issues making and receiving calls but when it comes to the ACTUAL Avaya Cloud Office phone. I've exhausted all my resources and I've come to the conclusion that my Fax phone number is screwing everything up.

It's terrible this isn't done already. I should be able to log in and see if someone is DND or logged out or to be able to do that remotely via the app. The fact the apps and desktop phones don't talk to each other with the status is insane!

Need This

This feature limitation is now a frustration point for our customer recently put on RC. This idea is now a year old, how can we get this expedited?

The fact that the desktop phone & apps dont sync or talk to each other is ridiculous. So, if DND is on the phone, do you have to go to the desktop app and phone app to mark them as DND? They should all show it if one shows it.

So how exactly are you supposed to download all the "integrations" which I call THIRD PARTY APPS When your computer is firewalled so heavily by VPN issues and Windows Defender that your computer wont even allow you to download basic apps because Windows 11 IS ABSOLUTE GARBAGE.

I didn't realize this wasn't the case until recently. This is a basic PBX function. It really shows the detachment between RingCX and RingEX.

I love this Idea!!

Its not just the desktop app, it happens with physical phones as well. We ONLY use physical phones and do not use the app other than to log into queues on the EX side or send these call (calls coming to the phone even though i am engaged on another call) to voicemail. if a call comes in on CX, it will NOT go to voicemail regardless, only EX calls.

This forces agents to have to remember to go on DND on their desk or soft phones to not be interrupted when they are on the CX dialer.

When agents are on a call in RingCX, their presence is not updated in the Ringcentral MVP app, which causes internal employees to believe they are available, then getting upset if their call or transfer is not answered. RingCX should be able to set the presence to some type of Busy status within MVP so that other employees can see when they are not available.

Overview:
The current RingCentral ecosystem offers both a desktop phone app and a unified app for communication and collaboration. However, these applications operate independently, lacking synchronization capabilities. Introducing a feature to sync the RingCentral desktop phone app and unified app would streamline user experience, enhance productivity, and foster seamless communication across platforms.