disable RingCX dialpad when using RC Softphone
Our agents must use "RingCentral Phone" as their device type in RingCX because RingCX does not provide an audible indicator for incoming calls, when using Integrated Phone. When they do this, they are not able to enter DTMF tones while in the RingCX UI when conferencing in a third party translator service. The DTMF tones must be entered via the RingCentral softphone app. This is incredibly confusing for our agents, as they perform all other call functions such as hold, transfer, etc in the RingCX web interface. It will be great if we can disbale the diapad in RingCX in this instance to lessen the confusion
Jan
shared this idea
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John
commented
This would be a huge usability improvement for our agents. I can't begin to explain how many times we've had to remind agents to use the softphone for this instead of the dialpad in RingCX.