Sync RingCentral Desktop Application With RingCX
RingCentral should implement a call status synchronization between the RingCentral Desktop application and RINGCX. When you are on a call using your RingCentral desktop application, this status should be reflected in real time to RINGCX preventing the RingCX app from present you an additional incoming call.
Key Points:
1. Real Time Status Updates: Both RingCentral Desktop and RingCX should be able to communicate real time call statuses to each other. When you answer or make a call on one platform, the other should recognized that you're on an active call.
Presence Integration: Leverage the user presence feature to reflect an "on -call" status across all platforms. This willhelp ensure that RingCX acknowledges when you are engaged on a call via the RingCentral Desktop app.
Unified Call Management: By integrating call management across RingCentral and RINGCX you can avoid duplicate call notifications, ensuring a seamless experience regardless of which platform you are using.
APIs or SDKs: if not available RingCentral could introduce APIs or SDKs that allow for better communication between the desktop application and the RingCX system, allowing both to update each other in real time when calls are initiated or received.
Melissa Hawkins
shared this idea
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Doug
commented
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.