3rd line for RingCentral Contact Center Incontact agent

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We have a Contact Center with agents using RingCentral Contact Center in Salesforce (InContact's Max agent).  They take inbound calls from a call queue, make outbound calls based on client needs and cases and sometimes need to connect a 3rd party to the call.  There are 2 problems that we are having. 

  1. If we have the 1st line on hold while we're talking to someone on the 2nd line and the caller on the 1st line hangs up or is dropped, we cannot call them back until we complete the call we're on with the person on the 2nd line.  The 1st line is considered busy until the call is wrapped up.  Which means trying to get the 3rd party back on the line as well as the first caller if we're trying to conference them all together.  

  2. If we have a caller on the 1st line and call out to a 3rd party and conference them in, then we can't make another call out to either conference another call in or call someone else to ask another caller a question.  You have to end the call or call out on the Desk phone, which can't be conferenced in and breaks the call chain for reporting purposes. 
This seems like pretty basic phone call routing. Being able to make a 3rd leg of a call without disconnecting everyone you're talking to.  The native RingCentral Desktop app and Desk phone can do this.  InContact CallCenter Max agent should be able to do it as well. 

Does anyone else have this issue?  Were you able to get it resolved?  If so, please let me know how. 


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Brad Giannini

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Posted 2 years ago

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