Best answer by Mary-Community_Moderator
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HUD in the Ring Central App (GLIP)
I've heard that the desktop phone app will eventually be phased out. The HUD is a favorite feature in our office since the staff can see other staffers' status and who they're speaking with. Will the HUD functionality be incorporated into the Ring Central (Glip) app? If so, when? If not, why not? Thanks!
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There are alternatives from RingCentral partners. https://www.ringcentral.com/apps/bridge-operator-console
I agree - we are using the Ring Central (Glip) App and are finding that lack of presence/HUD is causing a lot of problems particularly for customer facing teams.
I would like to be able to solve this without having to get another vendor and product involved.
I would like to be able to solve this without having to get another vendor and product involved.
We use Bridge Operator Console with RingCentral. We had an attendant console solution with our prior PBX system as well. It is a stretch to expect 1 program to fit the needs of every type of employee beyond the common basic ones. That is a recipe for an app that doesn't perform, or is riddled with bugs. For one, I am glad that RingCentral stays in their lane, and lets their partners bring expertise to the ecosystem. It is one of the reasons with chose RingCentral over Microsoft Teams, they have basically abandoned their partners, and the striking lack of 3rd party add ons has left their users and resellers in a tough spot.
YES WANT THIS SO BAD!! Especially now that we're all remote, we use the RC app all the time, but it's annoying to need to open the old app just for the HUD view. Would LOVE for it to all be in one place!
I agree. Please give people this option to view the HUD
Yes we would love this feature for working from home! Would be super helpful.
Yes, this feature would help since I am working from home most of the time.
Ditto, 3cx has the feature and we are migrating to Ring Central and seem like going backwardswith this feature
RingCentral App is meant to be the all in one having everything we need all in one place. However, it is missing important features = HUD & Call Monitoring that is available via Call Monitoring on Desk Phone.
When will the Call Monitoring be available on the RingCentral App?
A
Hello there! HUD will be the plan to add, and we are working on it. Please vote HERE! Thank you!
Yes - This is not "getting out of your lane," this is retaining a feature that is a key feature users have relied on for years. How is removing the HUD "staying in your lane?" Not killing features your users have depended on for years would be much worse of a move.
We went with Ring Central after seeing the HUD in the phone app because we needed that functionality. After implementation, we discovered call parking is a terrible experience for our receptionists. We wanted to use individual park lines on phones and got it all set up and then realized that on the HUD, PRIOR to having a call come in, a receptionist can filter/search for a user and see the user and their park line like this:
John Doe
Park John Doe
However, if they are ON A CALL and click the park line, all they get is a single file list of all employees and park locations which they have to scroll through without the ability to search/filter. That's insane and unworkable when we have 90 employees and 90 park slots. Please tell me the new version of the software HUD will have the ability to quickly filter for a name to select. We're really hating RC right now.
Losing HUD is the worst decision you could make, RC. It made your program useful, and now it is soooo much less useful. I am considering other vendors, because any company that would remove the best part of a program without asking their clients does not deserve my business.
If the feature will be available in quarter 2....... Why am I being nagged that it will stop working sometime in 05/2021? Why am I told NOW is the time to switch (to a half-baked program)
How the heck can I tell who is on the phone and make a decision to transfer the call to a "LIVE" agent? (with this DEAD-AZ app)
It is so riddled with bugs, even when you first open it up, the display isn't sized right and have to fuss to find out it is something I will never need or use, but have to look at every time I open it.
Aside from that, it is TWICE the size as the RC Phone app and hogs half my monitor on small laptop screen. Worthless app. Please issue a "lite" version.
Also, cannot select multiple calls in the log to delete, like you can in the PERFECT "Legacy" RC PHONE app.
I am not sure who my account manager is any longer, feel free to reach out to me outside of this chat and let me know that you have contacted my account manager and let them know that we do not want a cutover date for the new program until the HUD is installed. Note that this is not your fault, but you are left answering angry users. Note2: the rollout of the app happens really fast, why can't the fix to the app happen just as fast? If updates can be created with huge holes and rolled out to the world, it seems fixing those holes should take little time and then rolled out to the world. Some foresight would be beneficial for future updates, actually contacting users to see what they use in an app before updating it. It seems there are a lot of people out here that would have said HUD was essential.
Hey Everyone, I have heard the Ringcentral Glip (classic) app is transitioning to Ringcentral Glip (not classic) in like a month. We use Ringcentral Phone and Ringcentral Glip, the users that like the HUD are using the RingCentral Phone. When i talked to our customer success manager, they made it sound like the only thing being phased out is Ringcentral Glip (classic), it sounded like RingCentral Phone is going to stay active for a while. But reading these messages, i am a bit concerned. Has anyone else heard differently?
Userlevel 2
Hi Everyone,
On April 9, 2021, you will no longer have access to the RingCentral Phone mobile app. Rest assured, you will still have access to the RingCentral phone desktop app for advanced calling features such as HUD. Product Team have also mentioned that HUD Beta on the new RingCentral app will be available this 04/12 . Hang tough on this! We will keep you updated.
Mary-Community-Moderator (Ms. Moderator?):
What version can we expect HUD to be back in? It is 4/15, I updated to 20.4.30 and I still do not see HUD. Perhaps it will be called something different or put somplace different, I don't want to miss it for those reasons. SO what version can we expect HUD back?
Userlevel 2
Good news! HUD BETA is now available. On your RingCentral App, go to Settings, then Phone. From there, you can click the slider button to enable Head-up display (HUD) (BETA).
Userlevel 2
Thanks so much for sharing this, Mary!
To add to this - please note that this is for desktop only at this time.
Let us know how it goes and share your feedback here!
NOOOOOOOooooooooo. I just activated the HUD beta feature and went to look at the way it works. You have to SEARCH FOR EVERY CONTACT YOU WANT TO ADD!!! PLEASE CHANGE THAT. Let users just see a list of names and check a box for the ones they want to add. We have 100 employees and the RC platform doesn't communicate between the soft phones and our Yealink deskphones so our receptionists have to add TWO phones for each user to monitor status. Ugh.
It would also be REALLY nice if this wasn't a single column display. Let users make it 2, 3, or 4 columns to show name, status, and extension number. Nobody here cares if someone is on an inbound or outbound call, just that they're on a call. Make a small icon for users to hover on and put that info in a tooltip if someone really wants to see it, but let us squeeze the columns together in a more condensed format.
So, HUD is back, but it is not perfect. It is better than it was, though, but yes, we need improvements. I love that you can undock it, but a single column is crazy with our 80 users - so a grid would be ideal. I have not tried to add anyone but if you have to do it one by one, that would be terrible - so yes, that needs fixing.
Big picture, thank you for listening to us. Now lets get to work at making it better, because it COULD be much better, but thank you for what it is now. Even flawed, it is appreciated.
Correct me if I am wrong, but I feel like we have 2 completely different platforms. If I change my status in the old platform, only people using the old platform will see that status. Same with new - only new platform people will see it. This is a bit of a logistical nightmare, as most of our office is using the old version, and the new version is still not as good as the old version. My recommendation to the upgrade team is to fire all of the planners, because this community should not be the ones coming up with this stuff. Second, have a plan for transition in the future, this isn't an upgrade, it is a new product. As such, they do not communicate at all. give your clients the choice of which product to use, as a whole. Stress to your users that you can really only use one or the other, and should switch some time in 2021, before old product is cut off completely. In that time, old product will not change, but new product will be updated and improved upon. Then let us tell our staff when to update to the brand new and completely different product (I think we will be ready 10/1/2021)
I wasn't kidding, the people that planned this app change should be fired. All of the anger on this chat group could have never happened with a little communication. Ring Central has more people bad mouthing them today than they have in the past 5 years, all because of this poorly planned, poorly written, and poorly executed program change. Someone should pay for it. You know, besides us customers...
Userlevel 2
@peter-andersen Thanks for this. We understand you're frustrated and have connected with your account manager to follow up.
We are also noticing this issue. The presence status should be the same through all platforms!!!
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