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'Allow Using the Hold Button on the Desk Phone' has been merged into this idea

RingCX: Agent & supervisor experience

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Call controls for RingCX calls with desk phone pairing

RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement

Summary:
Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX paired with Deskphone

Description:
Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). When Deskphone Pairing is enabled, it allows RingCX calls to be answered through the Deskphone. As a result, users are unable to perform call control actions—such as call transfer, hold and mute— directly from the Deskphone.

Expected Behavior:
When "RingCentral Phone" is selected as the voice connection and RingCentral App is Paired to a Deskphone, users should not be limited to using Deskphone as Media Endpoint. Agents should be able to manage call control on the Deskphone to:

Perform call transfers
Access standard call control features (hold, mute, transfer, etc.)
Seamlessly interact with RingCX features, including voicemail routing

Business Impact:
This limitation affects agent workflow and efficiency, especially for organizations transitioning from Integrated Softphone to RingCentral Phone. It prevents agents from utilizing familiar and centralized call handling using their Deskphone

Use Case:
RingCX Agents would like to utilize full call handling capabilities using deksphone buttons, including the ability to transfer calls, put callers on hold or mute. The current behavior results in failed transfers, hold reflecting possible audio issues and operational friction.

Requested Enhancement:
Enable full call control using Deskphone when "RingCentral Phone" is used as the voice connection in RingCX and RingCentral App is Paired to the Deskphone.

60 votes

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Aaron James shared this idea  ·   ·  Report…  ·  Admin →
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  • Lisa commented  ·   ·  Report

    More information: A RingCX agent can answer an incoming call center call on a RingCentral desk phone but that is it. Why can't they use the desk phone to transfer calls? They have to do call manipulation (hold, transfer, etc) on the web app and cannot use the phone for these functions.

  • Mark Royette commented  ·   ·  Report

    The ability to use the User Extensions Deskphone when transferring RingCX calls that were answered using RC Phone as the voice connection would provide customers with greater convenience. This feature would allow users to pick up RingCX calls on deskphones and transfer them without having to return to the RingCX Integrated dialer. Such functionality would streamline the call transfer process for customers using deskphones.

  • John commented  ·   ·  Report

    It's good to see Ring Central giving their partners a voice in the details of solution!

  • Alison commented  ·   ·  Report

    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.

  • Katherine commented  ·   ·  Report

    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.

  • Joshua commented  ·   ·  Report

    This is an essential feature for any contact center, it seems counter intuitive to not have this feature enabled by default.

  • Dennena commented  ·   ·  Report

    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.

  • Franz Ferrey commented  ·   ·  Report

    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