Request Summary
The customer would like the ability to migrate their telephony operations entirely to RingCX, eliminating the current dependency on RingEX for initial call handling. At present, inbound calls are routed through RingEX first and are only transferred to RingCX when no agents are available. The customer's preferred design is for calls to be handled directly within RingCX from the outset.

Business Need
The customer is seeking a streamlined contact center architecture that leverages RingCX as the primary telephony platform. This would simplify call routing, reduce reliance on multiple platforms, and provide a more centralized agent experience and reporting model.

Requested Functionality

Support for full telephony operations within RingCX without requiring RingEX as the initial call-handling layer.
Ability for agents to receive and manage RingCX interactions using a physical desk phone while remaining logged into RingCX as a softphone agent.
Clarification on whether a hybrid configuration is supported where:
RingCX remains the agent platform for call control, reporting, and routing.
A physical desk phone serves as the endpoint for voice communications.
Documentation and guidance outlining:
Supported deployment models
Configuration requirements
Licensing prerequisites
Dependencies between RingEX and RingCX
Known limitations or restrictions

Current State

Inbound calls are initially processed by RingEX.
Calls are only routed to RingCX under specific conditions (e.g., agent unavailability).
The customer would like to remove this dependency and have RingCX act as the primary telephony platform.

Desired State

Inbound calls enter RingCX directly.
Agents can continue using a physical desk phone for call audio while operating within the RingCX agent interface.
The solution is fully supported and documented by RingCentral.

Business Impact

Simplifies the customer’s telephony architecture.
Improves operational efficiency by consolidating telephony and contact center workflows.
Reduces administrative overhead associated with managing separate RingEX and RingCX call flows.
Supports the customer's planned telephony migration strategy.

Request for Product Team Please evaluate and confirm:

Whether full telephony migration directly to RingCX is supported.
Whether agents can use physical desk phones as their voice endpoint while remaining active in RingCX.
Any technical, licensing, or architectural requirements needed to support this deployment model.
If the functionality is not currently supported, consider this a feature enhancement request for future roadmap evaluation.