Feature Request Title:

Optimize RingCX Integration for Citrix Environments

Summary:

Request to enhance RingCX performance and agent state synchronization when used within Citrix-hosted environments. Agents currently experience being stuck in Engaged status after calls, causing missed inbound calls.

Details:

When RingCX is used within a Citrix virtual desktop, agents frequently become stuck in an Engaged state after disconnecting from a call. Their status does not automatically revert to Available, leading to missed calls and reduced productivity.

This behavior appears to result from how Citrix handles browser virtualization, WebSocket stability, and real-time media redirection, which affects RingCX’s ability to maintain live state updates.

Issue:

Agents are stuck in “Engaged” status after completing calls when using RingCX in Citrix. Manual intervention is required to reset the status back to “Available.”

Impact:

Agents miss new inbound calls.

Supervisors see incorrect agent state information.

Reduces service efficiency in virtualized setups.

Affects customers using Citrix for secure and centralized environments.

Suggested Enhancement:

Develop optimizations to improve RingCX compatibility with Citrix virtual environments, such as:

Improved handling of WebSocket and session persistence inside Citrix.

Mechanisms to detect and auto-correct stuck agent states.

Better support for virtualized browser or thin-client media redirection.

Guidelines or API enhancements for Citrix administrators to improve integration.

Business Justification:

Many enterprise customers utilize Citrix for compliance and security. Optimizing RingCX to function reliably in such environments will broaden adoption, reduce support cases related to stuck statuses, and enhance agent productivity.