We request an enhancement that allows Contact Center agents to deprioritize, pause, or block RingEX (UC) inbound calls while they are actively logged into the Contact Center platform.

Currently, agents may receive simultaneous calls from both RingEX and the Contact Center. If a RingEX call is answered while a Contact Center call is incoming, the agent can be placed into a “refused” status, which may result in missed ACD calls, decreased service efficiency, and a negative customer experience.

This functionality is especially critical for environments where agents handle both RingEX and Contact Center calls, as simultaneous call handling currently disrupts operations and impacts service quality.