Desktop App HUD: Heads Up Display enhancement ideas

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We are always looking for ways to improve our product and specific features. Please post any ideas relate to the HUD feature here.

RingCentral for Desktop Heads Up Display
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Mike, Official Rep

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Posted 4 years ago

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Kelly Ann Gentry

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This reply was created from a merged topic originally titled HUD Display.

We are implementing the HUD and like it, but would like to have it enhanced to show the Caller ID name or number of incoming calls, rather than just seeing "Busy" for incoming calls.
(Edited)
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tony

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This reply was created from a merged topic originally titled HEADS UP DISPLAY FOR PC.

My company's last provider - Fonality had a HUD - Heads Up Display which we utilized consistently because we have a helpdesk where we are all in different cities.


Is this something Ring Central is going to provide anytime soon. ?
(Edited)
This reply was created from a merged topic originally titled HUD in Desktop App.

We just updated our RingCentral Desktop app. The HUD option to add contacts is available for some users, but not for others. Is there an additional setting we need to enable? The specific user I am referencing is an administrator. I receive the following error. "Warning: Cannot add extension to the list due to the system limitation of 0 monitored extensions." Thank you!
(Edited)
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Ronna Papesh

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This reply was created from a merged topic originally titled Please Make HUD Show When Phone Is On DND.

Our company is switching from a Lync-based phone system to Ring Central.  We have a need that according to our implementation specialist cannot be met by Ring Central at this time. He recommended that I submit a feature request.

We are using your Heads Up Display before transferring calls to see if our staff members are available to answer the call or not.  However, we cannot see in HUD when a staff member has his/her phone set to Do Not Disturb.  Therefore, we are mistakenly transferring callers to the staff's voicemail box instead of a live person.  When we see in HUD that a staff member is unavailable, we give the caller an option to hold, leave a message, or talk to another staff member.  Because we cannot see when a staff member is in DND mode, we cannot provide this same level of service to our customers. 

Please improve HUD by making it recognize when a phone is set to DND mode in addition to whether the phone is on-hook or engaged.  I have seen other posts requesting that the "presence" buttons on a receptionist's phone to be able to distinguish between an extension in DND mode and busy, but I did not see a post requesting that a phone in DND mode be shown as unavailable (at least - or specifically in DND mode at best) in the Heads Up Display of the desktop app.
(Edited)
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Joe Ferranti

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We have discovered that HUD can violate a user's privacy; people you are monitoring in HUD will display the other party's phone number.  Say someone is speaking to their doctor or the CEO is speaking to another company about a merger; the monitoring person can do a quick Google search to see who was on the call!  Is there a way to block the caller ID in HUD? 
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Kim, Alum

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We've reached out to the developers on this question.  
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Sonia Singh, Official Rep

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Joe: thank you for raising this.  You raise a valid concern.  We're investigating this and will definitely be looking into this in upcoming releases. 
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John Jutsum

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This privacy issue is a major concern within our company as well, particularly for senior executives and HR. It is not considered acceptable for others within the organization to know who they are speaking to (or the number called, if external) as the conversations may be confidential in nature.   An option should exist whereby the HUD would simply display "Active Call" (or "Busy") when a call is in progress, but neither the called party's name, extension, nor number should be visible to other users.

The HUD itself, and basic presence display (Available, Busy, etc.) have been well received, but the public display of in-call data is a serious problem.

Options to address this might include any/all of the following:

- an administrative option to disable the display of in-call information within the HUD system-wide
- an administrative feature which handles this through group membership (similar to how someone may be included/excluded from appearing in the Directory, or from international calling.
- a user feature allowing an individual user to prevent display of in-call details for calls they place or receive

Please address this at your earliest opportunity.  Thank you!
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Cecile Glassy, Champion

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Yes there is a way for the USER to allow or disallow monitoring their line in their own user preferences in PRESENCE  via the Portal.
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David Clark

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This is exactly the case with our current situation. We do not want any employee to be able to see who senior leadership is communicating with. The problem is, if the CEO turns of his presence feature, his admin assistant can no longer add him as a speed dial. The effect is that she still receives his phone calls but cannot tell if it was placed directly to the CEO or her line. Also, if the CEO answers the call and puts it on hold and wants her to pick it up, she cannot because his line is not displayed on her phone anywhere.

My suggestion is that we have the option to turn off the caller id portion of presence. This solves the privacy issue but still allows others to see if they are on the phone or busy. For those companies that need to monitor caller id, they can leave it on.

Or you could also make presence permission based like the intercom feature where the user has to allow someone to see their presence instead of anyone in the company being able to see it.

Honestly i don't know of any company scenario where it is useful to allow EVERYONE in the company to see ANYONE's caller ID. Sure management may want to see their employee's but does management want the employee's to see theirs? Not likely
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David Clark

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Also is there any update on this Kim? I see you reached out to the developers 2 years ago. Can you provide us with any information?
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Sean Reilly, Champion

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Yes please update us on the status. As David and Joe said, this is a privacy issue and RingCentral should not sit on it for 2 years.
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Mike, Official Rep

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If it helps, under the new Roles and Permissions feature you can create a custom role and remove HUD access.

Mike
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Sean Reilly, Champion

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Wouldn't favorites in the desktop app still work and show the same detail?
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Mike, Official Rep

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No, it won't have the same detail. For example this call shows whot the caller is connected to on the HUD screen (not shown), but when you toggle to Favorites it just shows "busy".

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Sean Reilly, Champion

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Just to clear up before I make some changes on the account with roles, What permissions are lost when HUD is not checked? Will users still be able to add people to the HUD so they can update their favorites on the Polycom desk phones?
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David Clark

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SUCCESS! For all of you who were waiting on this feature like I was, it is now available! We now have it implemented and verified in our environment. We are able to use the HUD WITHOUT seeing caller ID information. Unfortunately we as the user do not have control over it but I'm sure that will come with time. Contact your RC rep and have them disable the caller ID for hud on the back end and viola! All the benefits of HUD without the privacy issue! Shout out to Cameron Slater who went to bat for us on this issue and found the solution!
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Sean Reilly, Champion

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David, so this isn't the same thing as what Mike is telling us to do? You needed to call to have some back end work done? Could you check to see if your user roles changed and HUD is unchecked? 
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David Clark

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Sean,

You are correct. This is NOT the same thing Mike was saying to do. The user roles did not change. They guy that helped me with this said it was fairly new and that is why there had not been any communications about it yet. He didn't tell me what he had to do on the back end but he responded to my e-mail in less than 10 mins. I will ask him what was done so you can let your rep know what to do.
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Sean Reilly, Champion

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Thanks. That would be really helpful.
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David Clark

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Sean,

Cameron let me know that it there is a setting in AI that simply needs to be enabled. He has provided this information to Michael who is the community manager here so the he can disseminate the information and train the rest of the RC staff accordingly.  I assume we will be seeing an update from Michael shortly concerning this.
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Sean Reilly, Champion

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I was able to call and after a little bit of the rep researching, we were able to disable the Caller ID for HUD. Works great.
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Harsimrat Bal

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This reply was created from a merged topic originally titled Speed Dial Feature for remote configuration from web browser.

Would really like to have an ability similar to the presence feature whereby one can enter speed dial numbers from a desktop computer and select which extensions the speed dial should be available. That way, an admin can enter all of the company's speed dials in one location and propogate them to the appropriate extensions without having to manually enter them at each desktop phone.
(Edited)
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Jason Heidkamp

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This reply was created from a merged topic originally titled Presence for all users online.

Before switching to RingCentral, I used Vocalocity which is now part fo Vonage for Business.  All users in the company could have a window open in a browser and see the call presence of all users in the company.  The presence of the users was controlled by the system administrator.  This was essential for us as we had 5 sales offices in 5 different states, but needed to transfer call back and forth.  Having it online was key!
(Edited)
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Jason Heidkamp

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The HUD needs to be an attached pop out drawer on the side of the Desktop App.  This way, if you go to move your Desktop app around between multiple monitors, the HUD always is attached.  
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Chris Verdin, Champion

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Please see my post titled : Disable HUD Caller ID on incoming calls visible to all HUD users
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Sonia Singh, Official Rep

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Thank you for the feedback.  We'll definitely look into this in our upcoming releases.  Would like some feedback on this...Are there any scenarios where you want this information shown depending on user's job function?

Regards,
Sonia Singh
Product Management
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Chris Verdin, Champion

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I can possibly see this in some environments where Management would like to monitor someone's calls.  However, in our environment it is not needed.  We allow our employees to make and receive personal phone calls when needed.  As of now any employee can monitor someone elses phone calls. 

In my opinion the benefit of this outweighs the negative.  If my wife, Dr's office, friend etc calls me at work I don't want anyone to know how when or how often.  If management needs to know that's fine but not my co workers.  What if the CEO is receiving a personal phone call.  Should any employee be allowed to monitor that?  Definitely not. 

Keeping it as an option for some environments is fine.  But the ability to turn that off is really needed. 

This is something that should be disclosed to our employees since it may violate some privacy laws. 

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Jason Heidkamp

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I like being able to see who my sales agents are talking to.  You could make this a Super Admin right to turn it on or off.  

As for the Docking, If the HUD can be docked to the right of the Desktop App, that would be ideal.  For reference please take a look at CounterPath's Bria application. http://www.counterpath.com/bria/
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Clarity IT

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This reply was created from a merged topic originally titled In creation /updating of HUD please see fonality which I think is the best by far....
(Edited)
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Ben Greiner

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The HUD feature advertises that anyone can see the status of an extension. However, if a call comes in to our main line — with simultaneous ring — HUD only shows that the main line is busy ... it doesn't actually show us who picked up the call. Is there any way to fix this? Thanks!
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Mike, Official Rep

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Thanks for your post Ben.  There is not an existing way to change this but our Product Team will review this thread and consider the idea. The HUD is a relatively new feature so Ideas are still rolling in. 
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Paul Loffredo

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Show which users in HUD are on Do not Disturb
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Paul Loffredo

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Just to illustrate a hypothetical, If all users are on DND and all users show as available in HUD, nobody technically would be "available". This makes the HUD not worth a whole lot, especially for remote teams or teams across multiple offices. 
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Fletcher, Implementation Advisor

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This reply was created from a merged topic originally titled View Accepting Call Queue Calls Setting.

  1. RingCentral
  2. All Softphone use 
  3. Need to see Accepting Call Queue Calls, as part of status in Favorites or HUD.
  4. Call Queue Members can see who else in queue is taking calls.
  5. See # 4
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Chris Duquette, Champion

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maybe find a way to link to message through the HUD without having to find the launch glip tab, like add a "glip message" icon next to the call and text icons beside a user. this way you can continue a glip team conversation without switching screens. obvisouly they are 2 separate programs so it may not be as seemless as a text or call icon, but at least having a glip link closer to a user may be good. just a thought.
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Mike, Official Rep

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Official Response
For anyone wanting to disable the Caller ID in HUD for security reasons, this is now available. You'll need to contact any support channel as there is currently not an option in the customer web portal.

For clarification when making your request see description below and be sure to request "enable" or "disable".

Enabled: means the Caller ID onthe HUD will not be shown to the supervisor who is monitoring an agent. Thecaller ID here refers to the call the agent is on (inbound or outbound). Therewill be a label shown in such a case instead of the phone number "Callinformation restricted"

Disabled:means the Caller ID on the HUD will be shown to the supervisor who ismonitoring an agent. The caller ID here refers to the call the agent is on(inbound or outbound). The phone number of who the agent is talking to will beshown

 

One implication to be aware of, is that no one willhave the callerID showing on the HUD when they are on a call either in oroutbound.
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David Clark

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Mike,

Thanks for the information and thanks to Ring Central for listening to your clients needs and responding accordingly! A+ for customer service!
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Joshua L Blackwell

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We use the HUD to show everyone in the company on 1 page.  It would be very beneficial if we could sort the HUD alphabetically.  Another option would be when rearranging the members of the HUD, that it shifts people over instead of swapping them.
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Chris Duquette, Champion

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niiiiice
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Ryan Swarts

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*Bump
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Patrick Judge

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Sorting in some fashion is needed, alphabetically, by extension, something besides only "drag and drop" via editing.  Very tedious.
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Amanda Culp

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This reply was created from a merged topic originally titled Heads Up Display: Administrators Remove "Do Not Disturb" Option from Options.

Administrators should have the option to remove the "Invisible" setting from user selection as it is not helpful and allows people to hide from their phone calls.

It would also be helpful for administrators to have the ability to modify the status of users as "Available" "Do Not Disturb" etc. for those users who are less tech saavy.
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Sylvester Leach

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The HUD feature needs to be added to mobile phone app.