Settings and activity
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Summary
Customers using RingCX with RingCentral-integrated devices (e.g., Mitel phones, RingCentral app, desk phones) experience call routing conflicts due to the lack of Presence Sync between the two platforms. Agents making or receiving calls outside of RingCX (e.g., via Mitel phones or the RingCentral app) are still considered Available in RingCX, causing inbound calls to be routed to them even when they are already engaged on another call.
Problem Statement:
Currently, RingCX does not have a Presence Sync feature, which means:
RingCX does not recognize active calls on RingCentral-integrated devices.
Agents receive inbound calls from RingCX while already on a call via their Mitel phone or the RingCentral app.
This results in Ring No Answer (RNA) statuses, negatively impacting queue performance and agent efficiency.
The only way to prevent this is to manually switch RingCX status every time an agent takes a call outside of RingCX, which is inefficient.
Proposed Solution
• Enable Presence Sync between RingCX and RingCentral so that:
• When an agent is on a call via a RingCentral-integrated device (Mitel, desk phone, or RingCentral app), RingCX automatically updates their status to Busy or On a Call.
• When the call ends, RingCX restores the agent's previous status (e.g., Available).
The solution should work with both inbound and outbound calls initiated from RingCentral devices outside of RingCX.
Expected Benefits
•Prevents call conflicts by ensuring RingCX does not route calls to agents already on a call via a RingCentral-integrated device.
• Reduces RNA occurrences, improving queue performance and analytics accuracy.
• Eliminates the need for manual status changes, increasing agent efficiency.
Workaround (Until Feature is Implemented)
• Agents must manually switch RingCX status from Available → Working before making an outbound call via a RingCentral device or answering a direct inbound call to their extension.