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Release Notes > Highlights > September 2024

Release Notes

September 2024 Release Highlights

Looking for another product? Explore full release notes here.

RingEX Core

Version 24.3.2 (Release date: August 29 to September 20, 2024)

Global

Dial-Plans and BYOC available in the following countries:
- Morocco
- Trinidad and Tobago
Full support (merchandisable):
- Yealink T34W - Available for all global countries
BYOD with assisted provisioning (non-merchandisable):
- SNOM M500 - Available for all global countries - New - Multi-User Configuration
- Yealink W76P and W79P - Available for all global countries - New - Multi-User Configuration"
In all flows where the user has the opportunity to provide their emergency service address for the UK, Informatica service will now be used to validate the input address before accepting and saving the information
Support sending of the user's emergency address information for pBYOC numbers to the PSAP for 911 calls where RC carries the call to the Emergency Service

Admin

Admins now have the ability to prevent the use of site numbers as caller ID for each user on the account using caller ID restriction settings in Admin Portal

Version 24.3 (Release date: August 1 to September 10, 2024)

Admin

Admins now have the ability to retrieve Purchased and Included calls via call log download/delivery settings.
Admins now have self-serve access to the Windows Desktop msi file in Admin Portal.
System will now hide 988 call logs from ServiceWeb (Admin Portal) in US/Canada due to the sensitive nature of 988 short code (Suicide & Crisis Lifeline)

Call Handling

When someone answers an incoming call that is simultaneously ringing multiple endpoints and coworkers, other persons see ‘Answered Elsewhere’.
Customers can now set CNAM on a per-number basis in addition to being able to assign CNAM to all numbers on a per-Site basis.
Additional commonly called UK short codes are now available:
- 195 (Directory Enquiries for people with disabilities)
- 105 (National Power Outages)
- 159 (Suspected Bank Fraud Line)

Global

In ServiceWeb, administrators can now enable or disable Special Rate numbers in the UK and EU

Hardware and Firmware

Following headsets are available for purchase or rental subscription via DaaS in Admin Portal in US
- Jabra Engage 65
- Poly Blackwire 5220
- Poly EncorePro 725
- Jabra Biz 1500
- Jabra Biz 2300
- Jabra Engage 50
- Poly Blackwire 3320
- Poly EncorePro 715
Certify and make available for purchase Yealink T34W
Support multi-user config for Yealink W76P & W79P - BYOD/Assisted Provisioning only.
- Committed features: Corporate Directory, Park Location, Outbound Paging
Increase the default Time-to-Dial for ATAs from 3 seconds to 5 seconds for the following device models:
- Cisco ATA191/192, Poly OBi302
Certification of latest SNOM firmware 10.1.175.10 for the following models
- SNOM D715 Desk Telephone
- SNOM D717 Desk Telephone
- SNOM D725 Desk Telephone
- SNOM D735 Desk Telephone
- SNOM D785 Desk Telephone
Certification of Avaya firmware 4.1.4 for the J100 series
Certification of Yealink firmware 108.86.25.14 for th T4U series (T43U/T46U/T68U)

RingCentral Phone Firmware

Release date: Q3 2024

Please refer to tables below for release notes for firmware updates for specific phone models. * Dates subject to change.

Vendor	Model	Firmware version	Release Notes	Start firmware rollout *	Firmware rollout completed *
SNOM	D715 D717 D785	10.1.175.10	10.1.175.10 release notes	September 2, 2024	September 2, 2024
Poly	VVX series	6.4.6	6.4.6 release notes	September 2, 2024	September 2, 2024
Avaya	J100 series	4.1.4	4.1.4 release notes	September 2, 2024	September 2, 2024
Yealink	T43U T46U T48U	108.86.25.14	T4 series firmware release notes	September 2, 2024	September 16, 2024

RingCentral desktop and web app

Version 24.3.30 (Release date: September 20 to September 25, 2024)

Improved closed captions visibility: Provides simultaneous viewing of captions and notes.
Download faxes from bulk editing view: Ability to bulk download faxes while in the bulk editing view
Deskphone pairing: Allows users to pick up and control calls from the soft client while passing audio through hardphone.
New contact entry point: Provides end users a quick entry point to create new contacts/add numbers to existing contacts when the number in the dial-pad doesn’t match any current contacts.

Improvements

Reduced the app’s storage space requirements
Improved the silent upgrade process when the app runs in the background
Improved the upgrade experience for cases where the app doesn't upgrade after quitting (Windows only)

Bug fixes

Fixed issue: The context menu wouldn't appear (when right-clicked) after restarting the app

Library upgrades

semver to 7.6.3
winreglib to 2.0.11
lodash to 4.17.11
electron-updater to 6.3.4
pdfjs to 4.5.136

RingCentral mobile app

Version 24.3.30 (Release date: September 2024)

Improved closed captions visibility: Provides simultaneous viewing of captions and notes.
Download faxes from bulk editing view: Ability to bulk download faxes while in the bulk editing view

RingCentral Rooms

Version 24.3.30, Android/Windows (Release date: September 10, 2024)

Join meetings more easily: Simply click the Join button to join a meeting with meeting ID, SIP address, or password.
Improved audio and video quality alerts: If there are audio or video quality issues during a meeting, we’ll notify attendees to let them know if the issue is with their network.
Support for Yealink MeetingBar A10 & CTP18: RingCentral Rooms now supports the Yealink MeetingBar A10 with the CTP18 controller.

RingCentral Events

Release date: September 4, 2024

Custom Domains (add-on): Organizers can set up a custom domain for each of their events, including one each for the registration landing page and for the event experience.
Registration confirmation message customization: Organizers can customize the message (from the Landing Page tab of the dashboard) that registrants see on the registration confirmation screen for the event.
1:1 Meetings on the Events App: Onsite/hybrid registrants can create, cancel, and join 1:1 meetings from the RingCentral Events app.

RingCX Core

Version 24.3.3 (Release date: September 2024)

RingCX

The RingCX agent interface can now be integrated with Freshdesk to effectively handle voice and digital interactions within the Freshdesk CRM while continuing to handle customer interactions via RingCX.
RingCX has expanded its integration APIs for third-party partners to include digital channels for Workforce Engagement Management (WEM) and reporting.
New voice channel PCI Pal integration enables secure, PCI DSS-compliant payment processing for contact center agents.
Ability to export workflows to a local file and quickly re-import to a different RingCX environment. This enables customer and professional services teams to efficiently reuse and transfer complex workflows across environments.
Supervisors can seamlessly manage and change the working state of individual agents directly from the supervisor view.
Supervisor capabilities have been added to all the CRM embedded integrations. This allows visibility into agent states and channel interactions, as well as the ability to start and stop coaching, monitoring, and barge-in for both voice and digital channels.
RingCX agents can now call or transfer a call to any type of RingEX extension from the corporate directory.

Analytics

Reports

Agent Login Time Tracking Details: Shows agent first login time and last logout time per calendar day, along with durations of agent states.
Agent Speed of Answer: Shows the average speed of answer by agent and overall per contact center.
DNIS Inbound Overview: Shows the number of inbound interactions per DNIS number. Interaction details include DNIS description and time averages.
Interactions Overview: Shows all incoming and outgoing interactions including their metrics and handling resources, for a holistic view and analysis of contact center activities.
The Last Load Time and Timezone elements have been added to every standard report to indicate the date, time, and timezone for when data in the report was last loaded.

Metrics

To support the RingSense integration and track interactions with Auto Summary, Agent Summary and Transcript, RingCX analytics now has the following new metrics: Interactions with Auto Summary, Interactions with Agent Summary, Interactions with Transcript.
Agent SOA: Average time it takes agents to answer voice interactions.
A large set of trend and forecast related metrics have been introduced for inbound and outbound interactions.
New metrics have been added to track the numbers and durations of various base states for contact center agents.
A number of callback related metrics have been added to analyze callback interactions.

Attributes

Agent Locale: Displays the locale setting of the agent interface showing the agent’s preferred language (reserved for internal use).
Brand ID: Partner’s brand ID used for billing and integration.
Brand Name: Partner’s brand name used for billing and integration.
Sub Brand ID: Partner’s brand division ID used for billing and integration.
Sub Brand Name: Partner’s brand division name used for billing and integration.
Connected Route Destination ID: Displays a phone number or SIP address of the agent’s login extension.
DNIS Description: Displays the DNIS description if defined in the phone number settings; helps to identify interactions with the same DNIS description and group them for reporting purposes.
Reverse Index: Number of the segment within an interaction counted in the reverse order.
A large set of attributes has been added to describe the outbound campaign leads.
The Segment Lead folder has been deleted, and the existing lead attributes have been moved into the Lead folder.

RingCX for Chrome extension

Version 24.3.3 (Release date: September 27, 2024)

Improvements

Important note: Agent access to the RingCX Chrome Extension will be revoked until an admin grants access. Additionally, the admin will overwrite any agent-configured inbound and outbound URLs. Admins can immediately enable access and preconfigure all current URLs to avoid interruption. The RingCX Chrome Extension has been updated with the following changes:

Admins now have control of the agent access to the extension, configuration of inbound screen pop rules, and ability to restrict websites for outbound click-to-dial.
Inbound screen pop can now open in a browser window instead of a new tab.
Enriched agent metadata for state, capacity, and content.

RingCX for Dynamics

Version 24.3.3 (Release date: September 30, 2024)

Main feature

Voice and digital message histories are displayed in the adaptor, streamlining the process of managing customer interactions.
You can now prompt and view the logged digital record from the digital history.
Agents can log digital conversations to the CRM from the digital history.
Prompt the matched records automatically when the outbound call is connected in predictive dialing mode.
The view log and manual pass icons display on hover in preview or progressive dialing mode.
Changes made by agents during status transitions are now saved in the adaptor for preview and progressive dialing modes.
Display issues in the history have been resolved for standalone accounts within the CRM adaptor.
Cleaned the current lead's script when fetching a new lead.

Version 24.3.2 (Release date: September 3, 2024)

Main feature

Enable agents to link matched records before initiating calls in both preview and progressive dialer modes
Log the lead names displayed in the preview and progressive dialers directly in the CRM for improved tracking

Improvement

Ensure the Source of calls is consistently displayed in the CRM adapter call history
Implement enhancements based on PS feedback to improve the overall user experience in RingCX for ServiceNow
Auto save Task after its creation
Allow disposition in custom fields
Recording link in the Description field

Bug fixes

Address and fix various localization issues

RingCX for HubSpot

Version 24.3.3 (Release date: September 30, 2024)

Main feature

Voice and digital message histories are displayed in the adaptor, streamlining the process of managing customer interactions.
You can now prompt and view the logged digital record from the digital history.
Agents can log digital conversations to the CRM from the digital history.
Prompt the matched records automatically when the outbound call is connected in predictive dialing mode.
The view log and manual pass icons display on hover in preview or progressive dialing mode.
Changes made by agents during status transitions are now saved in the adaptor for preview and progressive dialing modes.
Display issues in the history have been resolved for standalone accounts within the CRM adaptor.
Cleaned the current lead's script when fetching a new lead.

Version 24.3.2 (Release date: September 3, 2024)

Main feature

Enable agents to link matched records before initiating calls in both preview and progressive dialer modes
Log the lead names displayed in the preview and progressive dialers directly in the CRM for improved tracking

Improvement

Remove PII for Mixpanel tracking

Bug fixes

Address and fix various localization issues
Ensure that the selected record name is always displayed correctly in the call info

RingCX for Salesforce

Version 24.3.3, Salesforce version number 1.15 (Release date: September 30, 2024)

Main feature

Voice and digital message histories are displayed in the adaptor, streamlining the process of managing customer interactions.
You can now prompt and view the logged digital record from the digital history.
Agents can log digital conversations to the CRM from the digital history.
Prompt the matched records automatically when the outbound call is connected in predictive dialing mode.
The view log and manual pass icons display on hover in preview or progressive dialing mode.
Changes made by agents during status transitions are now saved in the adaptor for preview and progressive dialing modes.
Display issues in the history have been resolved for standalone accounts within the CRM adaptor.

Version 24.3.2, Salesforce version number 1.14 (Release date: September 3, 2024)

Main feature

Enable agents to link matched records before initiating calls in both preview and progressive dialer modes
Log the lead names displayed in the preview and progressive dialers directly in the CRM for improved tracking

Improvement

Remove PII for Mixpanel tracking

Bug fixes

Address and fix various localization issues
Ensure that the selected record name is always displayed correctly in the call info

RingCX for ServiceNow

Version 24.3.3 (Release date: September 30, 2024)

Main feature

Voice and digital message histories are displayed in the adaptor, streamlining the process of managing customer interactions.
You can now prompt and view the logged digital record from the digital history.
Agents can log digital conversations to the CRM from the digital history.
Prompt the matched records automatically when the outbound call is connected in predictive dialing mode.
The view log and manual pass icons display on hover in preview or progressive dialing mode.
Changes made by agents during status transitions are now saved in the adaptor for preview and progressive dialing modes.
Display issues in the history have been resolved for standalone accounts within the CRM adaptor.

Version 24.3.2 (Release date: September 3, 2024)

Main feature

Enable agents to link matched records before initiating calls in both preview and progressive dialer modes
Log the lead names displayed in the preview and progressive dialers directly in the CRM for improved tracking

Improvement

Ensure the Source of calls is consistently displayed in the CRM adapter call history
Implement enhancements based on PS feedback to improve the overall user experience in RingCX for ServiceNow

Bug fixes

Address and fix various localization issues

RingCX for Zendesk

Version 24.3.3 (Release date: September 30, 2024)

Main feature

Voice and digital message histories are displayed in the adaptor, streamlining the process of managing customer interactions.
You can now prompt and view the logged digital record from the digital history.
Agents can log digital conversations to the CRM from the digital history.
Prompt the matched records automatically when the outbound call is connected in predictive dialing mode.
The view log and manual pass icons display on hover in preview or progressive dialing mode.
Changes made by agents during status transitions are now saved in the adaptor for preview and progressive dialing modes.
Display issues in the history have been resolved for standalone accounts within the CRM adaptor.

Version 24.3.2 (ZD 24.3.2 - 16) (Release date: September 3, 2024)

Main feature

Enable agents to link matched records before initiating calls in both preview and progressive dialer modes
Log the lead names displayed in the preview and progressive dialers directly in the CRM for improved tracking

Improvement

Remove PII for Mixpanel tracking

Bug fixes

Address and fix various localization issues
Ensure that the selected record name is always displayed correctly in the call info

RingCX for Zoho

Version 24.3.3 (Release date: September 30, 2024)

Main feature

Voice and digital message histories are displayed in the adaptor, streamlining the process of managing customer interactions.
You can now prompt and view the logged digital record from the digital history.
Agents can log digital conversations to the CRM from the digital history.
Prompt the matched records automatically when the outbound call is connected in predictive dialing mode.
The view log and manual pass icons display on hover in preview or progressive dialing mode.
Changes made by agents during status transitions are now saved in the adaptor for preview and progressive dialing modes.
Display issues in the history have been resolved for standalone accounts within the CRM adaptor.

Version 24.3.2 (Release date: September 3, 2024)

Main feature

Enable agents to link matched records before initiating calls in both preview and progressive dialer modes
Log the lead names displayed in the preview and progressive dialers directly in the CRM for improved tracking

Improvement

Ensure the Source of calls is consistently displayed in the CRM adapter call history
Implement enhancements based on PS feedback to improve the overall user experience in RingCX for ServiceNow
Auto save Task after its creation
Allow disposition in custom fields
Recording link in the Description field

Bug fixes

Address and fix various localization issues