RC/ACO's API channel occasionally experiences delays or outages independent of RC/ACO's direct calling service. Because CCaaS relies on this API to learn agent state — off call, on call, or answering a ringing phone — a delayed API can cause CCaaS to route a call away from an agent who has, in fact, already answered it. CCaaS includes both agent- and admin-facing mitigations for this condition.

For Agents

Two features help agents keep handling calls through an API delay:

• Press 1 to Answer — during a detected API delay, CCaaS prompts the agent with "To answer this call, press 1." Pressing 1 at any point within the ring window accepts the call without waiting for the message to finish. This activates and deactivates automatically as an outage is detected or resolved.
• CCAC Hang Up Button — the Contact Center Agent Client's hang-up button sends a direct command to the UC platform to end the call, independent of the physical or software phone's own hang-up control. Using it during a connectivity outage improves how quickly CCaaS learns the call has ended.

For Administrators

Status can be monitored across three sources:

• The Xima CCaaS status page
• DownDetector's RingCentral status (a third-party, unaffiliated source useful for spotting spikes in reported issues)
• RingCentral's own status page, which is typically the last of the three to reflect an active issue