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Need to separate "Desktop app" from "mobile app" in Call Handling, also un-anchor these options

Currently Option #1 under Call Handling is "Desktop and mobile apps." I have two issues with this:

  1. It combines two different devices.

  2. It is "anchored" as Option 1 and cannot be moved down.

More details:

  1. I want to be able to have different settings for Desktop app vs. mobile app. I don't like having these two combined with no way to separate them.

  2. Most of our users operate in an "old school" way: they have a desk telephone. It's where they want to answer the phone. We don't typically have our PCs set up for using them as telephones (i.e. using the Desktop app), so ringing there is no good.... the popups just get in the way.

My desired functionality is this:

I want my desk phone to ring 4 times. If I haven't answered by the 4th ring then ring a few times on the mobile phone's app. After that the call should go to voicemail. At NO TIME do I want it to "ring" on my computer (i.e. my Desktop app).

I don't think I have any way to configure my incoming call settings this way currently.

This is similar to CUSTCOM-I-1210, but I had trouble commenting on that item.

  • Craig Rhinehart
  • Dec 29 2021
  • Under review
  • Elyse Watts commented
    30 Dec, 2021 11:49pm

    Yes, please! I run into this often myself, I take calls on my mobile app but am frequently logged in on the desktop for various reasons. Getting the calls to the desktop is very disruptive to my workflow. Of course I can do something like having the calls ring my cell directly instead of ringing to the app in order to get around this annoyance, but it would be much better if the apps could be separated in the call handling.

  • Admin
    Jennifer Del Rosario commented
    29 Dec, 2021 09:00pm

    Thanks for the comment, Craig! We merged all the ideas you posted. We appreciate it.

    We also share this with our Product Managers.

  • Craig Rhinehart commented
    29 Dec, 2021 06:32pm

    These items are very similar