Separate Off Hook mode/ permanent connection management options for inbound and dialer-campaigns calling
customers would like to be able to manage answer mode in different ways depending on the type ( inbound/manual outbound VS dialers/campaigns ) :
have the ability to enable/disable the off hook / permanent connection for inbound calls separately from the dialer/campaigns off hook / permanent connection mode.
so even if you disable the permanent connection/off hook for inbound, you can still have the dialer calls (as when you start dialing it switches you to off hook mode automatically).
or the other way around if you start the dialer - it would switch to off hook for the dialer - but it would not force the off hook for inbound calls (the auto answer will not be forced).
I attached a screenshot to show what features I'm referring to.
thanks
Daniel Mansour
shared this idea
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Thanks for this suggestion, and for the detail provided.
We wanted to share an update: we've already improved this experience for agents using our newer RingCX interface RingCX in RingCentral app (SPOG). Outbound campaign calls (Predictive and Human Call Initiation dialing) no longer require the off-hook / permanent connection setting at all — calls now connect automatically, so there's no need to toggle off-hook on for outbound dialing in the newer interface.
We encourage everyone to move to the new agent experience, where this and other improvements are available.
For customers still on the classic interface, the specific control requested here — turning off-hook off for inbound calls while keeping it available for outbound campaigns — is not yet available as a separate setting. This idea remains under review, and we'll continue to evaluate it based on customer feedback and votes.
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Melodie
commented
This would be a great improvement! In my trainings, I found out that this is a very confusing feature to explain to customers who don't use outbound campaigns at all. This will definitely improve their overall experience.