Virtual handsets and agent devices each need a slightly different set of RC/ACO-side settings for Contact Center calls to behave correctly.

Virtual Handset Configuration

The virtual handset itself needs a few adjustments in RingCentral so Contact Center calls roll over to CCaaS cleanly:

• Disable the voicemail box on each virtual handset: Users > [User Name] > Messages, disable Take Messages

  

• Disable My Desktop & Mobile under Call Handling & Forwarding for each virtual handset, so calls route directly to CCaaS rather than ringing other devices first

  

• The ring time configured in RingCentral's Call Handling & Forwarding must be greater than the ring time configured in CCaaS (Admin (System) > System Settings > Voice Agent, or per-skill under Contact Center > Manage Skills > Agent Ring Time) — otherwise the call hands off to voicemail or a "no one is available" message before CCaaS can manage it

  

• Disable all Screening, Greeting & Hold Music options for the virtual handset so Contact Center calls roll over to CCaaS properly

  

Agent Device Configuration

Agent-side devices need a slightly different configuration than the virtual handset:

• Under Users > [User Name] > Call Handling, set Incoming Calls to Ring all at once
• Set My Desktop & Mobile Apps to Always Ring if a RingCentral softphone or mobile app should ring alongside the desk phone; otherwise disable it
• Agents taking both direct calls and Contact Center calls can leave Screening, Greeting & Hold Music at its default settings