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!

Summary
Customers using RingCX with RingCentral-integrated devices (e.g., Mitel phones, RingCentral app, desk phones) experience call routing conflicts due to the lack of Presence Sync between the two platforms. Agents making or receiving calls outside of RingCX (e.g., via Mitel phones or the RingCentral app) are still considered Available in RingCX, causing inbound calls to be routed to them even when they are already engaged on another call.

Problem Statement:

Currently, RingCX does not have a Presence Sync feature, which means:

RingCX does not recognize active calls on RingCentral-integrated devices.

Agents receive inbound calls from RingCX while already on a call via their Mitel phone or the RingCentral app.

This results in Ring No Answer (RNA) statuses, negatively impacting queue performance and agent efficiency.

The only way to prevent this is to manually switch RingCX status every time an agent takes a call outside of RingCX, which is inefficient.

Proposed Solution
• Enable Presence Sync between RingCX and RingCentral so that:

• When an agent is on a call via a RingCentral-integrated device (Mitel, desk phone, or RingCentral app), RingCX automatically updates their status to Busy or On a Call.

• When the call ends, RingCX restores the agent's previous status (e.g., Available).
The solution should work with both inbound and outbound calls initiated from RingCentral devices outside of RingCX.

Expected Benefits
•Prevents call conflicts by ensuring RingCX does not route calls to agents already on a call via a RingCentral-integrated device.

• Reduces RNA occurrences, improving queue performance and analytics accuracy.
• Eliminates the need for manual status changes, increasing agent efficiency.

Workaround (Until Feature is Implemented)
• Agents must manually switch RingCX status from Available → Working before making an outbound call via a RingCentral device or answering a direct inbound call to their extension.

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.

Description: Our sales team is frequently on the road as part of the nature of their job. With that, they also desire to have a personal relationship with the customers that they interact with. In order to accomplish this, they provide their direct line to the contacts at each of their assigned accountsWhen utilizing EngageVoice on Salesforce, it was desired to have a place when non-contact users would call in to our Main Number, and be routed to a general queue which has all Sales Reps in it. If the user that called in is listed on the account, it will route to the Sales Rep that is assigned to the account. This is how the Salesforce EV integration is designed to work.However, since our Sales Reps give out their direct lines, and are on the road a lot, they have to utilize RingCentral Office Desktop App, or the Cellphone App in order to be available for their customers. EngageVoice currently does not have a desktop app or for the cell. The problem we run into, is that when a Sales Rep is trying to be available for misrouted calls, or for the General Queue, that the EngageVoice Web App/Salesforce do not properly communicate Call State, or Statuses of the users between the apps. Many times, Reps will be on a call with a customer on RingCentral Office Desktop App, and a call will come in on Salesforce EV integration. The two apps do not communicate to each other that the Rep is currently on a call. At times, they have to answer both platforms to get a call.. When they end the call, the one app will not properly tell the other that they call is ended, and our Sales Reps will be stuck in either Pending Disposition, or RNA State without them knowing. The Salesforce App shows them as available, but since the call hit RCO App, it didn't know to update the status. We would, in a real world usage request that these apps either communicate to each other, or that there's a stand-alone application for EngageVoice that will allow our Sales Reps use this while on the Road. In both circumstances, the apps/products need to be able to properly update call status or a basic type of user status, so they do not get stuck in Pending Disposition or RNA states.