3 results found

1. Retain Deskphone Pairing While Using RingCX in the RingCentral App

   Currently, when a user logs into RingCX, the Deskphone Pairing feature in the RingCentral App is disabled. There’s no way to toggle it back on without signing out of RingCX and when signing out, pairing is reset and must be manually configured again. This creates a poor user experience and unnecessary confusion in office environments where paired desk phones are preferred.

   Problem Description

   In our organization, we rely on Deskphone Pairing so that incoming calls ring directly to our physical phones while allowing softphone visibility in the RingCentral App. However:

   1. Logging into RingCX disables Deskphone Pairing with no warning or option to keep it active.

   2. When a user signs out of RingCX, the paired status is forgotten and must be reconfigured from scratch.

   3. This results in users receiving calls on their computers when they expect them to ring their desk phones causing confusion, missed calls, and a stream of support tickets.

   4. There is no notification or alert when pairing is dropped, so users often don’t realize until it’s too late.

   Suggested Solution

   1. Preserve Pairing Status: Retain the Deskphone pairing status after a user logs out of RingCX. If the user was paired before logging into RingCX, restore that pairing automatically afterward.

   2. Add Visibility Inside RingCX: Show the current Deskphone pairing status within the RingCX-integrated version of the app. Provide a toggle switch or link to re-enable pairing without having to log out of RingCX.

   3. Notify Users When Unpaired: Add a banner or toast message if Deskphone Pairing is disabled due to RingCX login.

   Currently, when a user logs into RingCX, the Deskphone Pairing feature in the RingCentral App is disabled. There’s no way to toggle it back on without signing out of RingCX and when signing out, pairing is reset and must be manually configured again. This creates a poor user experience and unnecessary confusion in office environments where paired desk phones are preferred.

   Problem Description

   In our organization, we rely on Deskphone Pairing so that incoming calls ring directly to our physical phones while allowing softphone visibility in the RingCentral App. However:

   1. Logging into RingCX disables Deskphone Pairing with no warning or… more

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   6 votes

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   Already Exists  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →

2. moving agent from one agent group to another

   Ability to move an agent from one agent group to another without deleting and recreating the agent profile.

   4 votes

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   0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
   Already Exists  ·  AdminSergey (Group Product Manager, RingCX, RingCentral) responded

   You can move agents between groups. When you open agent details in RCX Admin, click three dots menu in the top right corner and select Move. Then choose the group where you want this agent to be moved to.

3. Notes availability for the Agents while using SPOG/ RC App.

   Availability of "Notes' field" during a call for an Agent. This is only available on RCX website for the Agent Tile but not if they're using SPOG/ RC App.

   1 vote

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   Already Exists  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →