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.
Kimberlyn
shared this idea
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Zoran
commented
Currently, the agent roles allow EX calls to be forwarded to voicemail.
I find this very impractical.The following would be the best option and is something my client is very keen to have:
An agent is on a call via CX.
Another call comes in via EX.
The second call should be detected and forwarded to whatever is set up on the extension.
It should be possible to select the forwarding destination from the extension settings. If it’s voicemail, then to voicemail.
If it’s another queue, then to that queue.
Voicemail alone is insufficient. -
Jorell
commented
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 RingCXThe 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.