Engage Voice | Linking your RingCentral company
account to your Engage Voice company account

Table of contents

RingCentral MVP is a cloud-based business communications system with enterprise-grade features such as voice, fax, text, online meetings, conferencing, and collaboration. With RingCentral MVP, you can easily connect your office, remote employees, and mobile users under one phone system — regardless of their location. RingCentral MVP provides linked Engage Voice accounts the following benefits:
  • Reliable phone service for agent leg connections
  • Ability for agents to manage their passwords
  • Access to self-service phone number management 
  • Single Sign-On to Engage Voice for multi-agent, supervisor, or mixed admin users
  • Access to RingCentral University training materials for agents and admins
  • Ability to create support tickets via RingCentral Salesforce 
  • View incident notifications and the latest product status via the RingCentral Status site 
  • Self sign up for incident and product status notifications
If your Engage Voice account is not already linked with RingCentral MVP, go to Linking RingCentral MVP to Engage Voice to learn how to connect your account to RingCentral MVP. Once you link your account to RingCentral MVP, you can then do all the things that new customers can do, such as managing users and phone numbers, which we will discuss below. 

Phone Service Reliability

With RingCentral MVP integrations, your agents will connect to their calls using the same industry-leading telephone service as the core RingCentral MVP. This means your agents can expect exceptionally high call quality with class-leading reliability on the agent-leg connection, all using the same browser-based and fully integrated softphone you’ve come to enjoy. Your agents can also sign in with external RingCentral devices (RC Video Pro and Pro+, RC Softphone, RC Desktop Phone, RC MVP, and more) with a simple click of a button on login, and all Engage Voice calls will be routed straight to their RC MVP extension.

Phone number management

With RingCentral MVP integrations, all Engage Voice customers have access to self-service phone number management. You no longer have to request a new DID or TFN through Engage support and wait hours or days for it to become available. Instead, using the RingCentral MVP service portal, you can order any amount of toll-free phone numbers or local DIDs in the location(s) of your choosing, and they become immediately available. When you are finished with a number and no longer need it, simply cancel it within the same self-service portal and you won’t be charged again. For more information and instructions on how to purchase numbers and configure them to route to Engage Voice, see Purchasing phone numbers in RingCentral MVP

Once you have purchased a toll-free number or local DID, it must be imported into your Engage Voice account and assigned to its final destination, typically an IVR or directly to an inbound ACD queue. For more information, see Configuring the CCRN in Engage Voice and Editing Phone Numbers within Engage Voice.

User management

With the convenience of RingCentral MVP , you manage your agents and back-office workers from a single location. By creating free “virtual extension” users, you may add an unlimited number of extensions to your system for use as a typical Engage Voice agent. For the case of users who require both back-office and Engage Voice agent availability, you can create paid-for “digital line” users, which expose additional features such as external physical device connectivity and direct inbound phone numbers. In either case, these users can be imported or linked into Engage Voice as agents, supervisors, and/or administrators, and are able to log in with a single set of credentials. To get started adding new users to your RingCentral account, see Add a User Extension Without an Assigned Phone
 
After you have one or more users created within RingCentral MVP, you then Import an agent from RingCentral MVP into Engage Voice. Once imported, you can read more about how to configure your agent.
 
Once the agent is created in RingCentral MVP, imported to Engage Voice, and properly configured, all that remains is for the agent to log in and get connected. For more on this, see Logging in to the platform.
 
For administrators, the process is a little different. You first create an administrator in Engage Voice and then link the administrator to an existing RingCentral MVP user. This provides the ability for all users to sign in with the same RingCentral credentials regardless of their role or user type. For more information on how to sync an administrator or agent with an existing RingCentral MVP user, see Syncing users from RingCentral MVP.
 
For a general introduction to managing users in RingCentral MVP, you can read User Roles and Permissions Overview

Linking RingCentral MVP to Engage Voice

Existing users are customers whose Engage Voice accounts were created before April 2020. This means their accounts were not originally linked to RingCentral MVP, as opposed to new users whose RingCentral MVP accounts are created together with their Engage Voice accounts. 
 
To provide our customers with the best-in-class support, RingCentral will link all existing Engage Voice accounts to RingCentral MVP. Your RingCentral MVP account will be created automatically at no additional cost, and your main Account Contact should receive an activation email for RingCentral MVP with information about how to log in. (UPDATE: This email was sent to all remaining unlinked customers in mid-December of 2020).

Linking RingCentral MVP to Engage Voice

These are the steps required to complete the process of linking your Engage Voice account to RingCentral MVP.
  1. Activate your RingCentral MVP account. You can do this by clicking on the RingCentral MVP activation link that was sent to your email, or by logging in with the provided account owner credentials. 
  2. Log in to RingCentral MVP. For instructions, visit Log in to your RingCentral Account.
  3. Create virtual extensions in RingCentral MVP to be assigned to your existing agents. For instructions, visit Add a User Extension Without an Assigned Phone.
  4. Link existing agents to the new virtual extensions in RingCentral MVP. For instructions, read about Syncing users from RingCentral MVP.
  5. Optionally, you can configure the RingCentral Single Sign-On service to allow your agents to access the RingCentral MVP or Engage Voice platform using one set of credentials. For instructions, visit Configuring authenticated login via Okta.
  6. Have your agents log in to the Engage Voice platform using Single-Sign On with RingCentral. For instructions, visit Logging in to the platform.
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