Settings and activity
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Abigail
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This directly affects when agents are using the RCX application via the web app when attempting to transfer to agents using the MS Teams embedded app with Corporate Directory.
Example:
Agent A is using RCX web app
Agent B is using the RC Embedded app in MS Teams
Agent A is looking to transfer call via the Corporate Directory option, expecting to see Agent B's availability.
Agent B's presence will ONLY update in Corporate Directory if on a call, or DND.
If Agent B is available, their presence will not be reflected in Corporate Directory.
The expectation is that Agent B's presence would update in real time for Agent A to view in the Corporate directory. Just like it does already, for when Agent B is in DND or on a call.