RingCX - Agents' calls dropping when working remote

Question

Some of our RingCX agents’ calls are droppping when they are working remotely and lose connection to their VDI session over a VPN.

Has anyone else come across this? I’m wondering if anyone has come up with a workaround to keep the call active until they are able to restore their internet connection to our VPN and VDI session. I opened a case, and was told that this feature is not available in RingCX since they cannot call the agent directly. They can only set up the call forwarding to an external number via Queue Events.

Agents are using RingCX softphone in Salesforce, which runs on their VDI session. We do have the VDI plugin installed on the VDIs, and the corresponding piece installed on their laptops. But if they have issues with their home internet, they obviously lose connection, and the call drops with our without optimization turned on.

paul-7 · Accepted Answer

Hi Alex, its at login of users, see the highlighted yellow part - yours will look a little different due to salesforce dialler but we have a client with that and this config works ok when needed.

it allows screen pops etc to remain in sf dialler but the audio of the call can be routed via a cell phone or landline number if internet is spotty

paul-7 · Answer

Hi, have you thought about using “external Phone” for the voice leg? you can still use salesforce and it still pops etc but the call can be routed to a physical phone, maybe a home phone or a cell phone, even the RingCX app on a cell phone (assuming they have decent cell phone coverage)

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