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Release Notes > Contact Center Central 
Release Notes

RingCentral Contact Center Central

Stay up to date with the latest features, improvements, and bug fixes for RingCentral Contact Center Central. For Contact Center User Hub Release Notes, please refer to this page.

Coming Soon in the Fall 2023 Release - Central

This page shows features currently planned for the Fall 2023 release. Features are subject to change between now and the final release dates. Users will be able to access these features, depending on their permissions and purchased applications, once their business unit has been updated.

The online help continues to reflect the previous version of the product being used by most customers.

How to Use This Page

Customer Request The feature was developed by customer request.
UI Change The feature introduces major user interface (UI) changes.
Availability

When you can expect to see the feature in your environment.

  • On toggle — This is a major release. The feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when that is.
  • On deploy — The feature is immediately available when the new release deploys to your environment.

Learn about the platform requirements and FedRAMP support status for the Contact Center apps you use.

ACD

Improvements to Omnichannel Session Handling Experience

Two updates will improve the Omnichannel Session Handling (OSH) experience: 

  • Delivery Mode Setting Changed: Currently, the business unit Details tab has a Contact Handling Method setting with options: Single Channel and Omnichannel. In this release, the two options will be called Static Delivery and Dynamic Delivery (Recommended). The field will still enable single-channel routing or omnichannel routing, but it will also enable other routing features:
  • Static Delivery:
    • Will usually deliver a single interaction per agent. The exception is when you set up multi-chat handling and email parking for your agents.
    • Will also support bullseye routing and a single routing attribute.
  • Dynamic Delivery (Recommended): 
    • Will allow independent delivery modes for agents and teams:
  • Single Contact Mode: Will deliver one interaction to an agent at a time. It is similar to Static Delivery.
  • Omnichannel Mode: Will deliver multiple interactions to an agent across different channels.
  • Will allow agents to elevate an interaction to another type. For example, they could elevate a chat to a phone call.
  • Will support bullseye routing and routing attributes.

Your current Contact Handling Method setting will automatically switch to the corresponding new setting. This will allow you to continue using your current single-channel handling or omnichannel handling experience without interruption.

 

These changes will be reflected in the online help. References to OSH will change to dynamic delivery.

  • No Logout Required to Switch to Dynamic Delivery: Currently, all agents must log out of Contact Center before you can change the Contact Handling Method to Omnichannel. In this release, you will be able to switch to Dynamic Delivery (formerly Omnichannel) while agents continue working without interruption.

Customer Request UI Change Availability On deploy

AgentID Property Removed from Agent Assist Studio Action

The AgentId property in the Agent Assist Studio action will be removed from the Properties list. The field will be hidden and the script will automatically populate it with the appropriate variable name. This change will reduce confusion over which variable to use.

 

This update is described in more detail in the Studio section of this page.

Customer Request UI Change Availability On deploy

ACD Channels

Trunk Group Specification for Manual Outbound ACD Skills

You will be able to select which trunk group a manual outbound ACD skill should use to deliver its call traffic. This will enable you to make the calling number visible to improve answer rates.

Customer Request UI Change Availability On deploy

Agent for Service Cloud Voice

These features will be available later in the release cycle, in late November or early December 2023.

Standard and Dynamic Address Book Support

Agent for Service Cloud Voice will support standard and dynamic address books in Contact Center. Using these address books will allow agents to access contact information within Agent for Service Cloud Voice.

Customer Request UI Change Availability On deploy

WatchRTC SDK Integration

When Integrated Softphone and Voice Quality Metrics are enabled for your business unit, you will be able to use the WatchRTC SDK in Agent for Service Cloud Voice. Using the WatchRTC SDK will give you an overview of WebRTC health for your organization.

Customer Request
UI Change Availability On deploy

Outcomes Added

Agents will be able to use the Outcomes section to apply dispositions and tags to their voice interactions.

  • Dispositions: Describe the outcome of the voice interaction. This could include left voicemail, scheduled follow-up, no longer in service, and so on. This will help keep other teams who handle the contact up to date on their voice interactions.
  • Tags: Words or short phrases used to associate the call with Salesforce records. This will help to organize your voice interactions and data.

Customer Request UI Change Availability On deploy

Voicemail Playback

Voicemail recordings and transcripts will be routable to agents. In the channel settings in Contact Center, you will be able to configure voicemail recordings and transcripts to be routed using a queue or an Omni-Channel flow. This will allow agents to follow up with contacts as needed.

Customer Request UI Change Availability On deploy

Screen Pop to Flow

You will be able to configure screen pops for agents using Agent for Service Cloud Voice. Screen pops will be configured in the Contact Center ACD Skills page. This will help the agents have access to information they can use to have a successful voice interaction.

Customer Request UI Change Availability On deploy

API

Permission Checks for POST /skills

Permission checks will be applied to older versions of the ACD skill creation API, POST /skills. This will bring versions 7, 9-13, and 18 up to current security standards. If you create ACD skills with this API, ensure that the security profile of the Contact Center user making the API calls has the Skills Create permission. The more recent versions, 19, 24, 27, and 28, already have permission checks.

Customer Request UI Change Availability On deploy

New Agent Queue Counter APIs

Two new APIs will let you get extensive information on the contacts in an agent's personal queue. For example, you will be able to get the media type, skill, and campaign the contact routed through. A personal queue is separate from a skill queue and exists for contacts routed directly to an agent. This occurs any time an agent is requested by agentID rather than by skill, such as during a transfer.

Customer Request UI Change Availability On deploy

CXone Attendant

Record Greetings Directly from App

Currently, users initiate a phone call to a selected phone number to record Unavailable, Out of Office, and After Hours greetings. In this release, users will be able to record greeting prompts directly within the app by launching an in-app recorder. Users can record Unavailable, Out of Office, and After Hours greetings directly within the browser and then play back the messages. This change will simplify the process of recording greetings and capturing voicemails.

Customer Request
UI Change Availability On deploy

Updated CXone Attendant User Page Layout

All voicemail-related settings will be consolidated under one area of Contact Center. A new Voicemail Management section will be introduced on both the Business Unit > CXone Attendant tab and the Users > CXone Attendant tab. This update will make it easier for users to identify and access CXone Attendant Plus (voicemail only) features, saving time and effort in configuration.

Customer Request
UI Change Availability On toggle

Workforce Management

Export Schedules via API

You will be able to export agent schedules using an API as an alternative to exporting using CSV files.

 

For more details about this feature, select the API filter on the top right.

Customer Request UI Change Availability On toggle

Schedule Recurring Meetings

You will be able to save time and effort when scheduling recurring meetings with employees. The recurrence will be daily or weekly.

 

This feature will be available for users with the WFM Advanced license.

Customer Request
UI Change Availability On toggle

User Interface Enhancements in Schedule Manager

The display and user experience of the Schedule Manager will be improved with faster performance.

Customer Request
UI Change Availability On toggle

Time-Range Bulk Editing

Managers will be able to bulk edit forecasted data based on time ranges in addition to bulk editing full days.

Customer Request
UI Change Availability On toggle

Auto-Approval of Trades

The system will automatically approve or decline trades based on the defined configuration. This will reduce the manual burden on the manager and provide immediate visibility of the trade request to the agents.

 

This feature will be available later in the Fall 2023 release cycle.

Customer Request
UI Change Availability On toggle

True-to-Interval Analytics

Currently, data is collected at the end of interactions. In this release, WFM will use true-to-interval (TTI) analytics to collect data throughout the lifespan of the interaction. There will be two measurements: one for the start of the interaction called Handled, and one for the ongoing interaction called Active.

 

As a result of using TTI:

  • Historical data will be collected more effectively.
  • Forecast data accuracy will be improved.
  • Staffing requirements will be more realistic.

This feature will be available later in the Fall 2023 release cycle, in November 2023.

Customer Request
UI Change Availability On toggle

Interaction Analytics

Apply Search Filters to Workspaces

Currently, you can create a saved search and view it on the Search page. In this release, you will be able to apply search filter results and saved searches to your workspaces. This will help you see the data you are looking for more quickly without needing to use workspace or widget filters.

Customer Request
UI Change Availability On deploy

Improvement to Brazilian Portuguese and German Transcripts

A new transformer technology will be used to improve the accuracy of transcripts for Brazilian Portuguese and German. This will make transcripts easier to read and understand.

Customer Request
UI Change Availability On deploy

MAX

Hide Agent State Timer

Currently, any agent using MAX can see how long other agents have been in their current state. In this release, you will be able to use the Hide Agent State Timer permission to hide the agent state timer from users with the affected security profile. This will allow flexibility to configure the business unit as needed for your organization.

Customer Request
UI Change Availability On toggle

Updated Error Message

Currently, agents receive an "Agent - Crash" message when they have been in an unavailable state for longer than the Agent Timeout (Min) configuration. In this release, the error message will be updated to say "Agent - Timeout". This will make the error reason clearer.

Customer Request
UI Change Availability On toggle

Security Enhancement

InnerHTML will be replaced with innerText in the MAX code base. InnerText is safer and will reduce the risk of unauthorized code execution within MAX.

Customer Request UI Change Availability On deploy

Require Manual Agent Accept

When this setting is enabled on an inbound ACD skill, agents who are on an active voice connection in MAX will have to manually click Accept or Reject for any incoming contacts. This will allow agents to have complete control over when or if they accept an incoming contact.

Customer Request
UI Change Availability On toggle

Adapters

Adapters

Improvements in Microsoft Teams Directory Sync and Presence Sync

Two updates will be made to improve Microsoft Teams Directory Sync and Presence Sync:

  • Mapping of Multiple CXone Accounts to a Microsoft Azure Account: Currently, you can map only one CXone account to a Microsoft Azure account in Microsoft Teams Directory Sync and Presence Sync. In this release, you will be able to map multiple CXone accounts to a Microsoft Azure account.
  • Email Alerts on Insufficient System Users for Presence Event Subscriptions: Currently, Contact Center administrators aren't alerted when presence event subscriptions cannot be synced due to insufficient system users. In this release, email notifications will be sent to the Contact Center administrator informing them there aren't enough system users to establish a presence event subscription. To correct the issue, they will need to add more users in the system.

These features will be available later in the Fall 2023 release cycle.

Customer Request
UI Change Availability On deploy

Support for More Agent States in RingCentral Presence Sync

Currently, only agents who are in the In a Call state are marked as Unavailable in RingCentral Presence Sync. In this release, the following states will also be marked as Unavailable:

  • DND
  • In a Meeting

With this improvement, contacts won't be routed to agents who are in these states.

 

This feature will be available later in the Fall 2023 release cycle.

Customer Request
UI Change Availability On deploy

Availability of Adapters on FedRamp Moderate Regions

Adapters will be available in FedRamp moderate regions. This will allow Adapters to be accessible to more users.

Customer Request
UI Change Availability On deploy

Zoom Adapters

Zoom Adapters will let you integrate Zoom with Directory Sync and Presence Sync.

Customer Request
UI Change Availability On deploy

Personal Connection

Ability to Add Templates and Variables to Proactive WhatsApp

You will be able to include templates and variables when sending messages to contacts on Proactive WhatsApp. This enhancement will increase the business value for WhatsApp and allow organizations to share personalized messages to their users.

Customer Request UI Change Availability On toggle

Create SMS and Email Templates in Arabic

You will be able to create SMS and email templates in Arabic, supporting both right-to-left (RTL) and left-to-right (LTR) text in email and SMS messages. This enhancement will offer greater language flexibility, allowing you to utilize outbound digital channels in regions where Arabic is spoken.

Customer Request
UI Change Availability On deploy

Ability to Create State Do Not Call Holidays in ACD​

You will be able to create do not call (DNC) holidays in the ACD. This feature will allow you to set specific curfews to avoid calls to certain regions on state holidays. This will address compliance issues where many states have statutes prohibiting such calls on declared holidays.

Customer Request UI Change Availability On deploy

Reporting and Dashboards

Data Download Reports

CDR Disposition Expanded Report

The CDR Disposition Expanded report will show information about the interactions that occurred in your system, including the contact, agent, skill, campaign, team, time, and disposition. In addition to all of the columns from the CDR Plus Disposition report, it will also show:

  • ActiveTalkTime
  • ConferenceTime
  • ContactEndReason
  • ContactType
  • End_Time
  • InboundPending
  • NumberToDial
  • OutboundPending
  • PreviewTime
  • Refused
  • WaitTime

Customer Request
UI Change Availability On deploy

Agent State Log Expanded Report

The Agent State Log Expanded report will show the states each agent was in for the time period you select. In addition to the columns from the Agent State Log report, it will also show:

  • State
  • Duration in Seconds

This report will let you see agents' states in one view.

Customer Request
UI Change Availability On deploy

All Callbacks Expanded Report

The All Callbacks Expanded report will show all scheduled callbacks and commitments for the time period you select. In addition to the columns from the All Callbacks report, it will also show:

  • Skill_Name
  • Calledback
  • Agent_No
  • Agent_Name
  • Contact ID
  • ANI

Customer Request
UI Change Availability On deploy

CXone SmartAssist Powered by Amelia

Amelia Updating to Version 5.7.x

SmartAssist will be updated to support Amelia version 5.7.x.

 

This update will be available later in the Fall 2023 release cycle.

Customer Request
UI Change Availability On toggle

Studio

Set Global Trace Location Option in Debug Menu

The Set Global Trace Location option in the Debug menu in Studio will be removed.

Customer Request
UI Change Availability On deploy

Virtual Agent Hub

SmartAssist Updating to Amelia Version 5.7.x

SmartAssist will be updated to support Amelia version 5.7.x.

 

This update will be available later in the Fall 2023 release cycle.

Customer Request UI Change Availability On toggle

Support for IBM Watson Voice and Text Virtual Agents

You will be able to use IBM Watson voice and text virtual agents with Contact Center. IBM voice virtual agents will require a SIP backchannel implementation and will not be able to be set up through Virtual Agent Hub. Text virtual agents will be able to be set up through Virtual Agent Hub.This will expand the options of virtual agent providers you can use in your contact center.

Customer Request
UI Change Availability On deploy

Support for Omilia Voice Virtual Agents

You will be able to use Omilia voice virtual agents with Contact Center. These virtual agents will require a SIP backchannel implementation and will not be able to be set up through Virtual Agent Hub. This will expand the options of virtual agent providers you can use in your contact center.

Customer Request
UI Change Availability On deploy

Release Adjustments

These features are adjustments to those previously announced.

Features Added to This Release

To see the following features in detail, go to feature section.

Workforce Management

True-to-Interval Analytics

Studio

Set Global Trace Location Option in Debug Menu

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