Desktop App: ability to handle Deskphone calls via the Softphone

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Does anyone know how, if it's even possible, to handle calls via the Desktop app when a call is answered on the physical device? 

Our previous phone system had a HUD application as well and allowed users to, while on a call, click and drag callers to other users to transfer vs having to do so on the phone.

From my understanding at this time if I answer the call on the phone I do NOT have the option to use HUD for these features. I only have option if I answer call via the desktop HUD app itself however without a mic or headphones that isn't really an option for us.
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Kyle Myers

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Posted 2 years ago

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Kim, Alum

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Kyle - This is correct, if you answer the call on the physical deskphone, you cannot control the call via the Desktop App (transfer, park, etc.).  The user will need to answer the calls on the Desktop App if they need to use the Softphone functions like HUD and other. 
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Shurhold

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FYI: Fonality, Shoretel, Nextiva all have done this for years.  We really miss this.
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Kyle Myers

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Yeah I kinda of regret switching from fonality because of this.
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Shurhold

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The RC system is capable of this as they do it for the Salesforce integration to some degree. They just need a switch in the app that says soft phone or desk phone.  Wish I knew how to get this idea in front of more RC users so they could vote it up!
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BoomBoom1968

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This is a big deal for customers that are used to having desktop software associated with their phone.  It shouldn't be that difficult to associate the assigned phone as the default audio path for the softphone.
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Shurhold

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For QOS and VLAN using the app to control the phone would make sense as the phone is better than the computer for calls.
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DYE

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This reply was created from a merged topic originally titled Add the ability to answer calls on a desk phone using the softphone..

We would like the ability to answer calls on a desk phone using the softphone.  We can currently place calls on a desk phone using the softphone, but we can answer calls with the softphone.  Please add this feature.
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Ron Kanter

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Just to add my 2 cents.  The app really needs to be an extension of the physical desk phone.  Right now the app is treated as a separate phone.  In other systems I could even put a call on hold on the physical phone and pick it on a softphone without have to transfer or 'flip.'  Transfer, conference, etc should all be supported. 

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Nic Connor

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Same Here!  We would like the ability to answer calls on a desk phone using the softphone.  We can currently place calls on a desk phone using the softphone, but we can answer calls with the softphone.  Please add this feature.
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Jessica

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Unfortunately, we were not aware that we would be unable to control our calls through the desktop software application while using the desk phone so we are extremely disappointed. The lack of this functionality is a major strike against RingCentral, especially when you consider that almost all competitors DO offer software control of a desk phone. I would think RingCentral would be embarrassed to be missing such a standard and necessary component from their service and software. Until this is resolved, I will never be able to recommend ring central to new customers. 
(Edited)
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Louis

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I am in the middle of a proof of concept and this is just one oft he many issues and shortcomings i've stumbled across on the RingCentral platform. As others have said, having basic call control on the desktop client should be standard as it is with many other solutions. There are going to be situations where a soft phone cannot be used but from a usability perspective, desktop call control is preferred.
This is especially true given Ring Central don't appear to have made much of an effort to closely couple desktop phones with their platform. By this I mean shipping phones with an instruction sheet detailing multiple short codes for features such as call recording is poor. This is something that should be long forgotten in the days of basic phones on a PABX and not what I'd expect using the latest Cisco IP phones on what is claimed to be a market leader cloud based platform.