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RingCentral Contact Center Voice uses WebRTC to send and receive phone calls from the Contact Center anytime, anywhere directly through their chrome browser:
* See agent state immediately in the browser
* Send and receive all calls directly from the Agent Desktop
* Establish agent WebRTC connections directly from the Agent Desktop
RingCentral Contact Center Voice acts as the bridge between the Contact Center and RingCentral Office to provide high quality voice experiences that ensure a good experience for your customers and are easy to use for your agents.
I’ve had a love/hate relationship with this extension. I’m hoping somebody can prove me wrong and I will gladly be your biggest champion if am.
At first, I was disappointed when I noticed that there wasn’t really any call control happening in this extension. Sure, you can end a call but, other than that, it appears to be nothing but a status monitor which we don’t need because we already have 15 other windows that we need to have in RC’s CC.
Then, I noticed that there is an option with this extension, on by default, that allows you to accept agent leg connections automatically. No more having to ring yourself before the call goes out. This is huge for an OUTBOUND ONLY call center because it enables folks to make their calls without having to accept the agent leg.
The problem, though, is that it also automatically accepts the INBOUND calls too. Essentially, it does the same thing as the auto-answer feature. We already had that.
Please fix this! It would be a HUGE improvement if this would work like a normal telephone… you hit one button to initiate the call without having to use auto-answer for inbound calls.