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Home > RingCX > Explore
Frequently asked questions
How do I sign in and join a session as an agent?
How do I add and manage agents?
How do I change or reset a password?
How do I get a copy of call recordings?
What are the recommended system requirements for RingCX?    
How do I configure my inbound queue?
Admins

Account and user management

Getting started

Intro to RingEX for RingCX customers
Signing in to the RingCX Admin interface
Navigating the admin interface
Intro to accounts 
Intro to admin users
Intro to the audio library 
Intro to admin roles
Intro to call recording delivery
Intro to notifications 
Importing phone numbers
RingCX supported languages

Using and managing

Linking RingCentral accounts to RingCX accounts for users
Linking your RingCentral company account to your company account
Linking agents and administrators to virtual extensions in RingEX
Generating audit logs
Managing audio files
Uploading an audio file
Exporting and uploading phone numbers

Set up and configuration

Changing agent and admin passwords
Creating and managing admins
Creating a main account role 
Creating a new role
Configuring alerts
Configuring agent states in your account
Configuring authenticated login via Okta
Configuring DNIS notifications
Configuring notification groups
Configuring the corporate directory in your account
Configuring your account
Deleting or deactivating agents and admins
Purchasing phone numbers in RingEX
Setting up a RingEX CCRN for RingCX
Setting the default language used for interactions

Integrations

Configuring Aspect integration settings in your account
Configuring integration settings in your account
Configuring Monet integration settings in your account

Agent settings and assignments

Assigning roles to an admin user
Viewing and editing phone numbers

Agent experience

Getting started

Intro to agent configuration
Intro to agent scripting
Intro to agent scripting knowledge base
Intro to requeue shortcuts
Intro to script tagging
Intro to Script Studio
Intro to the Script Studio Page tool and its elements

Scripting

Adjusting elements on a script page
Assigning a script to a queue or campaign
Capturing and tagging data in a script
Creating a script
Linking between Script Studio tools

Using and managing

Call controls reference
Creating an agent group
Creating an email template
Managing your email templates
Creating a knowledge base category
Adding an article to the knowledge base
Creating a knowledge base group
Creating global phone book entries
Managing phone book entries
Creating requeue shortcuts
Creating queue and campaign specific phone book entries
Displaying captured data from tags later in a script
Embedding a CRM in the agent interface
Enabling the Report an Issue feature
Editing Page elements: the basics

Agent settings and assignments

Adding and managing agents
Creating an agent skill profile
Managing agent security permissions
Importing an agent in RingCX from RingCentral Admin Portal
Setting up agent recording
Agent scripting elements: Text Block
Agent scripting elements: Buttons
Agent scripting elements: Checkboxes
Agent scripting elements: Dispositions
Agent scripting elements: Dropdown Multi-Select
Agent scripting elements: Dropdown Select
Agent scripting elements: Hyperlink
Agent scripting elements: iFrame
Agent scripting elements: Image
Agent scripting elements: Inputs (Input, Custom, Date, Email, Number, Phone)
Agent scripting elements: Knowledge Base
Agent scripting elements: Navigation Buttons
Agent scripting elements: Nested Page View
Agent scripting elements: Page Break
Agent scripting elements: Radio Buttons
Agent scripting elements: Table
Agent scripting elements: Text Area

Digital channels

Digital channels connection

Adding and managing digital channels in RingCX
Email channel connection settings in RingCX
RingCentral SMS/MMS digital channel connection settings in RingCX
Engage Digital Channel SDK connection settings in RingCX
Engage Messaging channel connection settings in RingCX

Channel configuration

RingCentral SMS/MMS digital channel connection settings

Inbound routing

Getting started

Intro to inbound call routing
Intro to inbound queue events
Intro to cloud routing
Intro to digital routing
Intro to digital routing dispositions
Intro to routing rules
Intro to testing inbound queues
Intro to IVR Studio
Intro to IVR Designer
Intro to workflow triggers in RingCX
What nodes can do in IVR Studio

Agent settings and assignments

Assigning an agent to an inbound queue
Assigning an audio file
Assigning a DNIS to an IVR
Assigning an email template to a disposition
Managing agent settings on an inbound queue in RingCX

Using and managing

Adding and managing digital routing dispositions
Creating and managing inbound queue group skills
Managing inbound priority queue events
Using the Date Time node in the IVR Studio
Using the Email node in the IVR Studio
Using the Get Input node in the IVR Studio
Using the Hangup node in the IVR Studio
Using the JavaScript tool
Using the Play Audio node in the IVR Studio
Using the recording nodes in the IVR Studio
Using the Route node in the IVR Studio
Using the Say Var node in the IVR Studio
Using the Scripting node in the IVR Studio
Using the WWW node in the IVR Studio
Testing call routing in your inbound queue

Set up and configuration

Adding and connecting nodes
Creating an inbound queue
Creating and managing an inbound queue group
Creating an inbound priority group
Creating an IVR
Creating a digital queue
Creating a digital queue group
Creating and managing digital queue events
Creating and managing digital queue group skills
Configuring digital queue settings
Configuring cloud destinations
Configuring cloud profiles
Setting cloud destination business hours
Setting up inbound call recording
Managing inbound integrations in RingCX
Managing inbound metric settings in RingCX
Configuring inbound queue events
Managing inbound queue settings in RingCX
Managing queue audio settings in RingCX
Reviewing inbound queue call data
Updating an IVR with your cloud profile
Setting up daily inbound queue business hours
Setting how incoming calls are handled during holidays
Building a basic IVR in the IVR Studio (part 1)
Building a basic IVR in the IVR Studio (part 2)
Building an advanced IVR (part 1)
Building an advanced IVR (part 2)
Building an IVR to support call deflection
How do I send a form-data payload in an IVR Studio WWW node?
Using Sync (Busy) Queue Wait
Integrating a SIP-based IVA
Setting up direct routing for Microsoft Teams to RingCX agents

Outbound routing

Getting started

All about requeue shortcuts
Intro to Caller IDs
Intro to data elements and event triggers
Intro to dial modes
Intro to dial zones
Intro to dispositions
Intro to lead lists
Intro to ManualDial
Intro to manual outbound dialing
Intro to outbound compliance tools
Intro to outbound dialing
Intro to outbound dial plans
Intro to phone books
Intro to Quota Management
Intro to voicemail detection
RingCX system requirement specifications
Understanding campaign lead list logs
Understanding custom criteria-based dial plans
Understanding quota targets

Agent settings and assignments

Assigning a custom criteria-based dial plan to a campaign
Assigning a custom dial zone group to a campaign
Assigning a target group to a campaign
Assigning a voicemail detection profile to a campaign
Assigning an agent to a dial group
​Assigning dial zone key(s) to leads
Configuring agent settings on a campaign
Configuring agent filtering
Configuring an agent for manual outbound dialing
Reserving an agent for a lead via the Lead Manager

Using and managing

Changing the dial mode of a dial group
Managing leads and lead information
Managing quota targets
Managing uploaded lead lists
Mapping auxiliary lead list data
Obtaining and managing Caller ID buckets
Performing a manual pass via the Leads search
Performing actions on leads
Scheduling lead callbacks via the Leads search
Searching for leads via the Leads search
Setting daily campaign schedules
Uploading a new lead list
Using DNC Manager
Using DNC Scrubbing
Using the Branch tool
Using the Leads search
Using the Data Builder tool
Using the Mapping tool
Using Recording tools
Using Whitelist Manager
Using the WWW tool

Set up and configuration

​Adding your Caller ID numbers to a lead list
Creating a dial group
Creating a custom campaign criteria group
Configuring predictive dialing ratios and settings
Creating a custom dial zone
Creating a dial zone group
Creating a campaign
Creating a voicemail detection profile
Creating an inbound queue
Creating agent dispositions in an outbound campaign
Creating and managing agent dispositions for inbound queues
Creating custom criteria-based dial plans
Creating quota groups
Creating quota targets
Configuring basic campaign settings
Configuring a lead list mapping template
Configuring aux labels and campaign integrations
Configuring basic dial plan filtering
Configuring an inbound queue for manual outbound dialing
Configuring campaign compliance tools
Configuring campaign passes
Configuring custom data for a lead list
Configuring dialer settings
Configuring international access in your account
Configuring outbound audio settings
Configuring outbound quotas
Deleting a voicemail detection profile
Enabling replacement of Caller ID upon call transfer
Email address formatting recommendations
Finding and managing Caller IDs
Mapping a lead list: the basics
Moving leads to a new list via the Leads search
Setting up outbound call recording

Developer tools

Getting started

Intro to web services

Set up and configuration

Setting up external credentials for authentication with RingCX Web Services
Configuring an HTTP web service
Configuring a SOAP web service
Managing call recording delivery tasks
Managing call recording delivery destinations
Notifying your CRM about call disposition
Setting up replacement mapping
Setting up webhooks

Billing

Intro to billing
Understanding call metering
Understanding transport charges
Understanding your invoice
Understanding your billing usage report
Supervisors

Getting started

Intro to supervisor for agents
Understanding the supervisor dashboard
Using supervisor coaching tools
Configuring agent supervisor settings
Agents

Getting started

Intro to the agent interface
Signing in to the agent interface and setting up your session
Navigating the agent interface
Changing your agent state
Setting your session to start taking calls
Updating agent login session
Intro to call controls
Intro to incoming calls for agents
Intro to scripts in the agent interface
Intro to My messages
Intro to All messages mode
Intro to outbound dialing for agents
Making a manual outbound call

Calls

Taking an incoming call
Taking notes as an agent
Transferring a call
Dispositioning a call
Accessing and performing a callback in the agent interface
Requeueing a call
Scheduling a callback in the agent interface
Making an outbound call with the predictive dialer
Making an outbound call with the preview dialer
Calling an expert on RingEX in the agent interface
Reporting a call quality issue

Digital interactions

Intro to agent chat
Managing your chats
Understanding chat agent states
Accepting or declining a pending chat
Sending an outbound SMS message
Recording and sending voice messages in digital channels
Sending an attachment to a customer

Stats

Intro to agent stats
Understanding chat stats
Understanding daily stats
Understanding inbound stats
Understanding outbound stats

Scripts and notes

Using an agent script
Using the knowledge base in a script
Setting up agent accounts for AI-generated summaries
Analytics

Getting started

Intro to RingCX Analytics
Call states reference in RingCX Analytics
RingCX Analytics license category types
RingCX Analytics Historical Reporting platform capacity
Enabling Historical reports and Historical dashboards
Playing call recordings in RingCX Analytics
RingCX Analytics Glossary

Billing

Understanding your RingCX invoice
Understanding your RingCX Analytics billing usage reports
Analytics historical dashboards: Billing Period Account Usage
Analytics historical dashboards: Billing Period Overview
Analytics historical dashboards: Billing Transport Usage Overview

Real-time reporting

Getting started

Intro to Real-time reporting
Managing real-time reporting dashboards
Adding widgets in the Real-time dashboard
Configuring pre-built widgets in the Real-time dashboard

Widgets and dashboards

Real-time reporting widget types and metrics
Configuring custom widgets in the Real-time

Historical reporting

Getting started

Intro to Historical Reporting
Intro to the analytical designer
Historical Reporting platform capacity

Metrics and attributes

Intro to metrics and attributes
RingCX Analytics attributes reference
RingCX Analytics metrics reference

Reports

Standard Historical reports
Historical report types
Creating a Historical report
Managing Historical reports
Scheduling reports

Dashboards

Intro to Historical dashboards
Creating a dashboard in Historical dashboards
Managing Historical dashboards
Historical dashboards: Account Overview
Historical dashboards: Agent Activity
Historical dashboards: Agent Conduct
Historical dashboards: Agent Disposition
Historical dashboards: Agent Scorecard
Historical dashboards: Agent State
Historical dashboards: Billing Period Account Usage
Historical dashboards: Billing Period Overview
Historical dashboards: Billing Transport Usage Overview
Historical dashboards: Dialer Performance and Penetration
Historical dashboards: Hourly Inbound Statistics
Historical dashboards: Inbound IVR Overview
Historical dashboards: Inbound Overview
Historical dashboards: Inbound Voice Service Level Summary
Historical dashboards: Interactions Overview
Historical dashboards: Interactions Overview Entry Point
Historical dashboards: Omnichannel Overview
Historical dashboards: Outbound FTC Compliance
Historical dashboards: Outbound Performance
Historical dashboards: Overflow Queue Overview
Integrations

Chrome Extension

Set up and configuration

Installing and setting up the RingCX Chrome extension

Dynamics 365

Getting started

Navigating RingCX for Dynamics 365 as an admin
Navigating RingCX for Dynamics 365 as a user

Freshdesk

Set up and configuration

Installing the RingCX for Freshdesk app

Using and managing 

Using the RingCX app for Freshdesk

HubSpot

Getting started

Navigating RingCX for HubSpot as an admin
Navigating RingCX for HubSpot as a user

Salesforce

Getting started

Intro to RingCX for Salesforce integration
Overview of the RingCX for Salesforce app

Set up and configuration

Installing RingCX for Salesforce
Setting up RingCX for Salesforce

Using and managing 

Launching and logging in to RingCX for Salesforce

ServiceNow

Getting started

Navigating RingCX for ServiceNow as an admin
Navigating RingCX for ServiceNow as a user

Zendesk

Getting started

Overview of the RingCX for Zendesk integration

Set up and configuration

Installing the RingCX for Zendesk integration

Zoho

Set up and configuration

Installing and setting up the RingCX extension for Zoho
Using the RingCX extension for Zoho
Developers
Build and integrate with RingCentral’s APIs.

RingCX Digital APIs

Features
Code Samples
Frequently asked questions
Sign up to build your first app
Release notes

Release notes

RingCX release notes
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