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Block RingCentral App (EX) Calls While Agent Is on RingCX Call

Currently, when an agent is on a RingCX call, incoming RingCentral (EX) app calls can still come through, causing interruptions. This request is to enable call status sync in the reverse direction—so that when an agent is active on a CX call, their status is reflected in the EX app, and EX calls are either blocked or suppressed accordingly.

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Kimberlyn shared this idea  ·   ·  Report…  ·  Admin →
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  • Jorell commented  ·   ·  Report

    This would be huge

    The RingEX corporate extensions cannot be hidden when CX agents are looking for someone to transfer to. They see both the CX Agent and their RingEX extension
    Our users are sending the calls to RingEX instead of keeping it in RingCX

    The problem is RingEX doesn't care if an agent is already on a call from a CX Voice queue, so an agent's EX extensions starts ringing while already on a CX call, causing a missed call.