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.
