Intro to
RingCX
Admin
=======================================================================================
RingCX
provides voice, digital, and analytics tools for inbound, outbound, and blended contact centers of various sizes.
RingCX
Admin is the interface where you can:
* Set up and manage the platform itself, its users, and integrations.
* Define the appearance and functionality of the agent interface.
The capabilities outlined in this document are available to administrators with full platform access. Your access to certain capabilities may vary depending on your roles, permissions, and position within the user hierarchy. When you sign in to
RingCX
, the system determines what areas you can access and what tasks you can perform in the interface.
[Navigating the
RingCX
Admin interface](https://support.ringcentral.com/article-v2/Navigating-the-RingCX-admin-interface.html?brand=RingCentral&product=RingCX&language=en_US "") introduces you to the general layout, main elements, standard procedures, and navigation around the interface.
Accessing functional areas
--------------------------
Use the icons in the [navigation bar](https://support.ringcentral.com/article-v2/Navigating-the-RingCX-admin-interface.html?brand=RingCentral&product=RingCX&language=en_US "") to access these functional areas:
* **[Settings](#settings "")**: Manage accounts, global and account audio library, call recording delivery configuration, audit logs, and security settings.
* **[Users](#users-permissions-management "")**: Manage user information and platform permissions for both agents and admins.
* **[Channels](#channels "")**: Create and manage channels for digital interactions supported in your contact center, and import and manage phone numbers for voice channels.
* **[Categorization](#categorization "")**: Set up workflows and categories, manage cloud and digital routing, and configure track numbers settings.
* **[Routing](#routing "")**: Create queues and skills, define queue priorities, and assign agents for inbound interactions.
* **[Digital](#digital "")**: Create inboxes, identities, identity tags, and more for digital interactions.
* **[Dialing](#dialing "")**: Create dial groups for outbound calls and campaigns, add lead lists and do not call (DNC) lists, and set campaign criteria and schedules.
* **[Agent tools](#agent-tools "")**: Design agent scripts, create knowledge base articles, add phone book entries, and compose email templates.
* **[AI tools](#ai-tools "")**: Set up Intelligent Virtual Assistant (IVA) integrations and define rules for handling sensitive personal identifying information (PII).
* **[Developer Tools](#developer-tools "")**: Integrate external web services into the platform.
Account and platform settings
-----------------------------
The **Settings** area gives you control over platform-wide functionalities, including configuration of the account itself. You can access and set up:
* Accounts
* Audio library
* Holiday schedules
* Recordings delivery
* Notifications
* Audit logs
* Security for digital channels
* Extensions for digital channels
### Account settings
To begin, verify your [account information](https://support.ringcentral.com/article-v2/Configuring-your-RingCX-account.html?brand=RingCentral&product=RingCX&language=en_US ""). If necessary, create additional accounts within your [main account](https://support.ringcentral.com/article-v2/Intro-to-accounts-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US ""). Then define platform-level information that applies to all accounts like agent states, and any custom integration settings for workforce management and other solutions.
### Platform settings
You can also:
* Upload and configure [audio files](https://support.ringcentral.com/article-v2/Intro-to-the-audio-library-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") to use in IVRs, call transfers, and agent whispers.
* Create [holiday schedules](https://support.ringcentral.com/article-v2/Setting-how-incoming-calls-are-handled-during-holidays-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "").
* Configure locations and delivery for [call recordings](https://support.ringcentral.com/article-v2/Managing-call-recording-delivery-destinations-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "").
* Create and schedule [alerts and notifications](https://support.ringcentral.com/article-v2/Configuring-alerts-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") for voice queues, campaign activity, and digital interactions
### Audit logs
You can access searchable [audit logs](https://support.ringcentral.com/article-v2/Generating-audit-logs-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") to track any configuration changes in the platform, including any lead management actions and access to recordings.
Users and permissions management
--------------------------------
You can add new agents and admins in the Users area. You can also create [user roles](https://support.ringcentral.com/article-v2/Intro-to-admin-roles-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") that grant admins access to different areas of the platform.
### Agents
When you add [agents](https://support.ringcentral.com/article-v2/Intro-to-agent-configuration-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US ""), you can:
* Manage their login settings, queue assignments, and skill profiles.
* Decide which agents will be granted the supervisor permissions, so they are able to monitor performance of other agents and use coaching tools.
### Admins
When you add [admins](https://support.ringcentral.com/article-v2/Intro-to-admin-users-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US ""), you can:
* Define their [user permissions](https://support.ringcentral.com/article-v2/Adding-an-admin-user-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "").
* Select the level of [access to
RingCX
Analytics](https://support.ringcentral.com/article-v2/Adding-an-admin-user-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US#user-configuration "").
* Create and assign [user roles](https://support.ringcentral.com/article-v2/Intro-to-admin-roles-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") to grant admins the access and permissions necessary for their tasks.
Channels
--------
In the **Channels** area, you can create and manage channels for the types of interactions supported in your contact center.
### Voice
For voice and SMS interactions, you can [import phone numbers](https://support.ringcentral.com/article-v2/Importing-phone-numbers.html?brand=RingCentral&product=RingCX&language=en_US "") and [assign them](https://support.ringcentral.com/article-v2/Editing-phone-numbers.html?brand=RingCentral&product=RingCX&language=en_US "") to different products and queues. You can also add certain numbers (ANI) for the platform to identify and block related incoming calls.
### Digital
You can set up any of the [supported digital channels](https://support.ringcentral.com/article-v2/Adding-and-managing-digital-channels-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US ""), from email to messaging apps to social media, so your customers can reach your company using their preferred communication methods. You can also define various settings for messaging.
Categorization
--------------
Use the **Categorization** area to set up workflows and categories, manage cloud and digital routing, and configure track numbers settings.
### Workflows
In Workflow Studio, you can create and activate [workflows and IVRs](https://support.ringcentral.com/article-v2/Intro-to-IVR-Designer-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") that guide callers to their desired destinations or provide helpful information without the need for agent interaction.
### Categories
You can define categories of skills, analytics, and dispositions to use across the platform.
### Cloud routing
[Cloud routing](https://support.ringcentral.com/article-v2/Intro-to-cloud-routing-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") is useful for distributed contact centers with multiple locations. You can set up cloud profiles and routing rules to send incoming calls to other contact center locations as needed.
* Cloud destinations are the locations in different geographical areas where your contact center agents can handle interactions.
* Cloud profiles define call routing options. You can choose to distribute interactions evenly among all destinations or assign ranks or percentages for some destinations to have a higher priority or receive a larger portion of incoming interactions.
### Track numbers
You can set up rules for recording, business hours, and routing types based on the DNIS numbers your customers call.
### Rules engine
You can define conditions and actions for handling interactions of different categories coming through particular digital channels.
Routing
-------
Use the **Routing** area to define queues for handling interactions, set queue priorities, and create rules to prioritize voice and digital interactions.
### Business hours and queue events
You can set custom schedules for when queues are open or closed. You can also define conditions for handling interactions when the queue is closed or when there's a priority queue event.
### Agent access
View which agents can handle interactions from a particular queue, by agent group.
### Dispositions
Create and enable [dispositions for inbound queues](https://support.ringcentral.com/article-v2/Creating-agent-dispositions-in-an-inbound-campaign-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US ""), so agents can submit outcomes and important notes for completed interactions.
### Number assignment
Assign phone numbers as DNIS numbers to queues, if applicable.
### Routing rules
Add [rules to route interactions](https://support.ringcentral.com/article-v2/Creating-and-managing-routing-rules.html?brand=RingCentral&product=RingCX&language=en_US "") to a particular queue by selecting a unique set of channels, languages, and skill categories.
### Requeue shortcuts
If interactions often need to be redirected to a certain agent or group, you can create requeue shortcut buttons for the agent interface. Agents can then use the shortcuts to route their interactions to another queue quickly.
### Phone book and special ANI
For contact centers that process calls:
* Add [phonebook entries](https://support.ringcentral.com/article-v2/Managing-phone-book-entries-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") to a company phonebook.
* Define ANI numbers for special call handling.
### Priority groups
You can add queues to a [voice](https://support.ringcentral.com/article-v2/Creating-an-inbound-priority-group-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") or [digital priority group](https://support.ringcentral.com/article-v2/Creating-and-configuring-digital-priority-groups.html?brand=RingCentral&product=RingCX&language=en_US "") and assign ranks to the queues within the group. Interactions from the queue with the highest ranking within a priority group will be distributed to agents first.
### Routing priority
For contact centers that receive digital interactions, define [rules for routing](https://support.ringcentral.com/article-v2/Managing-routing-priorities.html?brand=RingCentral&product=RingCX&language=en_US "") them to specific queues.
Digital
-------
Use the **Digital** area to create and set up any of the digital channel objects as needed for handling social media, email, web chat, and messaging interactions:
* Inboxes
* Identities
* Identity tags
* Custom fields
* Survey campaigns
* Survey forms
You can also export manually or schedule a regular export of data about various parts of the platform like agents, channels, conversations and more.
Dialing
-------
Use the **Dialing** area to set up:
* Campaigns
* Leads
* DNC (do not call) lists
* Whitelists
* Advanced settings
### Campaigns and leads
To initiate outbound dialing, [create campaigns](https://support.ringcentral.com/article-v2/Creating-a-RingCX-campaign.html?brand=RingCentral&product=RingCX&language=en_US "") and [dial groups](https://support.ringcentral.com/article-v2/Intro-to-admin-roles-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") to organize your outbound calls and agents. You can select dialer settings, business hours, dispositions, and pass actions for your campaigns.
As with inbound calling, you can:
* Create and assign dispositions to ensure call outcomes are appropriately tracked and recorded for later analysis.
* Create requeue shortcuts to make it easy to transfer calls to frequently routed destinations.
Next, you can [upload lead lists](https://support.ringcentral.com/article-v2/Uploading-a-new-lead-list.html?brand=RingCentral&product=RingCX&language=en_US "") and [manage lead information](https://support.ringcentral.com/article-v2/Managing-leads-and-lead-information-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US ""), from phone numbers and emails to custom lead data, like company names and job titles.
### DNC and allowlists (whitelists)
[Compliance-supporting settings](https://support.ringcentral.com/article-v2/Configuring-campaign-compliance-tools.html?brand=RingCentral&product=RingCX&language=en_US "") help you ensure that contacts are dialed in accordance with regulatory standards.
You can add phone numbers to the:
* [Do Not Call (DNC) list](https://support.ringcentral.com/article-v2/Using-DNC-Scrubbing.html?brand=RingCentral&product=RingCX&language=en_US ""): To exclude registered DNC numbers from your campaigns.
* [Allowlist (whitelist)](https://support.ringcentral.com/article-v2/Using-Whitelist-Manager-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US ""): To reach your company's customers who gave you their written consent for contact despite their phone numbers being on the national DNC registry.
[List scrubbing](https://support.ringcentral.com/article-v2/Using-DNC-Scrubbing.html?brand=RingCentral&product=RingCX&language=en_US "") makes it easy to remove known cell phone and DNC numbers from lead lists while keeping the numbers that have been added to your contact center's whitelist.
### Quota management
For outbound campaigns that require dialing quotas to be consistently maintained, you can define special [quota management](https://support.ringcentral.com/article-v2/Intro-to-Quota-Management.html?brand=RingCentral&product=RingCX&language=en_US "") settings and provide rules for automatically adjusting dialing.
Agent tools
-----------
Use the **Agent tools** area to improve agent experience and efficiency by creating:
* Scripts
* Knowledge base articles
* Phone book entries
* Email templates
* Automated replies
### Script designer
You can [create dynamic scripts](https://support.ringcentral.com/article-v2/Intro-to-agent-scripting.html?brand=RingCentral&product=RingCX&language=en_US "") and assign them to queues and campaigns. By using scripts, agents can collect and share information with callers or leads while a call is in progress. Scripts and IVRs can also be used in integrations to get data from or post it to external web-based applications.
### Knowledge base
Create and manage [knowledge base articles](https://support.ringcentral.com/article-v2/Intro-to-agent-scripting-knowledge-base-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") to help your agents with typical customer questions directly related to your company's products or services.
### Phone book
Add [phonebook entries](https://support.ringcentral.com/article-v2/Creating-global-phone-book-entries-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") to a company phonebook.
### Email templates
Create [email templates](https://support.ringcentral.com/article-v2/Creating-an-email-template-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") for efficient and consistent handling of email interactions.
### Reply assistant and reply assistant groups
Create [automated replies](https://support.ringcentral.com/article-v2/Intro-to-the-reply-assistant.html?brand=RingCentral&product=ED&language=en_US "") for various channels and group them by topic or another rule.
AI tools
--------
Built-in Artificial Intelligence (AI) tools enhance the platform functionality available for your contact center, improving customer experience and agent efficiency.
AI tools include:
* IVA integrations
* AI engine
* Virtual agents
* Personal information rules
* AI knowledge bases
### IVA integrations
[Intelligent Virtual Assistant (IVA) integrations](https://support.ringcentral.com/article-v2/Integrating-a-SIP-based-IVA-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") allow you to use virtual agent solutions from supported 3rd party vendors.
### AI engine
AI engine makes use of AI-based models to optimize routing of interactions in your contact center.
### Virtual agents
Create virtual agents to assist human agents in your contact center with handling digital interactions. Virtual agents can be used during the initial stage of interactions or outside of regular business hours.
### Personal information rules
Personal information rules help you protect personally identifiable information (PII) for your customers and employees.
### AI knowledge bases
You can create multiple knowledge bases using AI-generated content and assign them to different queues, so your agents have relevant information to answer questions from your customers.
Developer tools
---------------
RingCX
is designed to work with your existing systems and applications, making it easy for you to access and keep using familiar tools through integrations. To set up your integrations, go to the **Developer tools** area.
RingCX
developer tools include:
* Web services
* API access tokens
* Webhooks
* SDK applications
Additionally, an open API is provided for integrations with 3rd party systems.
### Web services
You can use [web services](https://support.ringcentral.com/article-v2/Intro-to-web-services-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") for voice flow integrations. Web services are backend processes that allow a program to communicate with a web page without a need to open a browser.
After you [set your integrations](https://support.ringcentral.com/article-v2/Setting-up-external-credentials-for-authentication-with-RingCX-Web-Services.html?brand=RingCentral&product=RingCX&language=en_US ""), access them from anywhere across the platform including:
* An agent script
* A disposition
* An IVR workflow
* An inbound queue event
Access at these points allows the platform to dispatch relevant web services requests based on real-time events in your contact center.
### API access tokens and webhooks
You can use API access tokens and [webhooks](https://support.ringcentral.com/article-v2/Setting-up-webhooks-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") for digital flow integrations.
### API and SDK
The API simplifies integrations with 3rd-party systems for:
* Computer telephony
* CRM
* IVR
* Workforce management
A computer telephony integration (CTI) toolkit is also available to help you build custom integrations.
You can also develop your own applications using the provided software development kit (SDK) and install them on the platform.
**Additional Resources**
[Navigating the
RingCX
Admin interface](https://support.ringcentral.com/article-v2/Navigating-the-RingCX-admin-interface.html?brand=RingCentral&product=RingCX&language=en_US "")
[Intro to admin users in
RingCX
](https://support.ringcentral.com/article-v2/Intro-to-admin-users-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "")
[Intro to admin roles in
RingCX
](https://support.ringcentral.com/article-v2/Intro-to-admin-roles-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "")