Per Case Number 08646781, when the inContact IVR is integrated with RingCentral "The softphone is not a valid endpoint and will ring based on what type of phone/version of phone you are using". The SIP integration in place works only when the call is routed to the agents' RingCentral Softphone on the PC. Users have tried to take calls on the mobile app but the calls are inconsistently routed. First - if this mode of operation is NOT SUPPORTED, then they should NOT be routed to the RC Mobile Application as users may think this is a supported mode. Secondly, inContact/RingCentral should support this integration as the RC mobile app is provided and customers expect the same functionality regardless of the originating caller.
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