Desktop App: HUD Presence Status Lack of Details

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US; RingCentral Office Enterprise

We're a small insurance agency with about 10 employees, half of which primarily answer the phones.

While we were disappointed to find out that we cannot monitor DND of other users on our deskphones (Polycom VVX500), we've been coping with using the presence of the desktop app (Windows).  I think it's great that you can set whether you're Available, Busy, or Offline, as well as change whether you want to accept all calls, or call queue calls.  However, there doesn't seem to be a link between all of those options, nor does the status fully carry over to the presence status displayed on the HUD.  As it is now, it only shows whether the user is Available, Busy, or Offline (or on a call, but that's not the issue), which means that a user could be listed as Available, but not accepting call queue calls, but none of the other users would know.

I can think of two options which could perhaps improve the presence status displayed on the HUD.  One is to add the status of what calls the user is accepting, if any, next to their Presence.  This way, instead of simply seeing "Available", the other users could see something along the lines of "Available; Accepting all calls" or "Busy; Not accepting call queue calls".  My other thought is to link the type of status to which calls you're accepting, like so:  Available = take all calls; Busy = not accepting call queue calls; Offline = not accepting calls.
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Eric L

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Posted 2 years ago

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