In Voice Admin, in addition to accessing call-specific features within each of these interfaces, you can also access features and settings related to digital interactions, from digital reports in Analytics, to configuration options for digital queues and routing priorities in Voice Admin, to the Inbox and Messages view in Omni-channel Agent.
Please note that on top of the three interfaces mentioned, the Digital Admin interface is also offered for administrators that need to configure settings related to digital interactions that cannot be configured in Voice Admin, such as categories and sources.
To access the Omni-channel suite, you must first have Omni-channel enabled at your account. Second, you must login to the interface via Single Sign-On (SSO) using your RingCentral Office credentials.
For the purpose of this article, we will provide an overview of features that are specific to Omni-channel. To learn more about features available in traditional Engage Voice, visit Intro to the platform
Finally, If you’d like to learn more in-depth information about specific Omni-channel features, look out for titles that include ‘Omni-channel,’ or you can use the search bar in the documentation portal to find Omni-channel-specific articles.
Now that we’ve provided a brief overview of Omni-channel, let’s discuss each of the interfaces you can access in Omni-channel.