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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.
Release Date: Summer 2021

Global Changes for Summer 2021 -- Central

Newly Redesigned Software Download Page
RingCentral Contact Center will feature a newly redesigned software download page driven by a global service with files sourced from the United States. This will ensure export control compliance related to software downloads.
Global Authentication Service Enhancements
A new global authentication service has been in early release since the beginning of 2021. The Summer 2021 release will increase the scalability and redundancy of this centralized login service. It will provide a unified login process for the entire suite, including integrated applications. It will operate system-wide, with the only exceptions being where there are system differences (such as FedRAMP). This release will fully implement the OpenID Connect standard, including discovery and other requirements. No authentication flows will change with this release.

End-Of-Life Notifications for Summer 2021

End of Support for Internet Explorer in MAX
MAX will no longer operate in Internet Explorer (IE) beginning with the Summer 2021 release. Microsoft stopped supporting IE in November, 2020. MAX users will need to switch to a supported browser prior to this release.
If you need more time to switch browsers, you can enable the previous version to have continued access to the Spring 2021 version for a short time. After the Fall 2021 release, no version of MAX will operate in Internet Explorer.

Channels

Enable Cloud Storage for Email
Your organization's email messages and attachments will be stored in the cloud. You will be able to apply conditions for active and long-term storage of email messages and any attachments. This will apply only to new emails after the feature is enabled for your business unit ; older messages will remain on the file server.

Cloud Storage Services

Enable Cloud Storage for Email
Logged emails and email attachments will be stored in cloud storage. This will affect newly logged emails after your BU is updated to the Spring 2021 release. Existing logged emails will not be migrated to the cloud. You will be able to manage the lifecycle of these emails using lifecycle management rules.

Performance Management

The following features are expected to be released in June.
 
Some features may only be available for the new Performance Management platform. These are grouped in the "AX Only" section. If you're not sure which platform your environment is on, click your profile drop-down in the top-right corner within Performance Management. Your version is listed below your account name (as shown in the following image). Environments implemented prior to 2020 are being migrated to the new platform. Contact your RingCentral Account Representative if you have not received communication on this initiative.
Game Results on Wallboards
You will have the ability to display results of Gamification games on wallboards.
Challenges Tab Updated
In Gamification, the Challenges tab will offer additional information for challenges that are in progress
Digital Template
A default digital dashboard template will be available if you have purchased a digital integration to Performance Management. This dashboard will show your digital and ACD data in a single view. You will also be able to copy the dashboard and modify it to your specifications.
Automatically Join Players Setting
There will be a new Eligibility setting in Gamification. When selected, agents will not be required to join from the games module to participate. The setting will not be selected by default.
Games Module Copy Changes
The Games module will display the end date of a game interval and the game's end date.
Wallboard Sharing Limiting
New share settings will be able to limit who can see different Wallboards in the Launch Wallboard Menu. This ensures that users will only be able to see data that they have access to.
Agent Contact Performance BI Report  
This report will display an agent's performance from the viewpoint of a contact that the agent interacted with. Both ACD and digital data will be available in this report.
Revert Game Payout
You will be able to revert coin payout after a game is finished without creating a ticket.
New Share Option
When sharing, only the creator will be able to see and publish changes. The permissions access of the recipient is used to determine what is visible.
Performance Management (AX) Only
Queue Counter Module
There will be a new module to display real-time queue information at a glance.

IEX WFM Integrated

Employee Engagement Manager
The Employee Engagement Manager (EEM) add-on for IEX WFM Integrated will feature a new admin module. The new module will enable customer self-sufficiency and reduce the need for services. This release will also add bio-authentication to EEM. This optional feature will prompt agents when they log in to choose whether they want to use this form of authentication. EEM will offer self-service overrides for a multi-skill program. This will increase agents' use of self-service options and enable administrators to address staffing gaps for multi-skill agents. EEM will maintain IEX WFM Integrated schedule notes. This will allow continuity for all schedule and activity notes.
Management of Roles, Users, and Agent Occupancy Moved to Contact Center Admin and ACD Applications  
This UI change was not made: 
 
The Edit assigned users button on the pages for each role on the Digital First Omnichannel Admin Users Roles page and the Roles > Edit Role page in the Users section.

Interaction Analytics

User Interface Changes
Your experience will be more unified with interface updates that enhance the system’s look and feel. These changes will affect:
  • Filters
  • Widgets
  • Workspace Editor
  • Workspace Templates
  • Interactions Modal
AutoDiscovery
Analysts will be able to select an AutoDiscovery topic and use its phrases to create a new category, by selecting a category folder where the new category will be created, or add its phrases to an existing category by selecting a category to be updated.

MAX

SMS for Omnichannel Session Handling (OSH)
The native SMS offering will be available for OSH elevations. This will include elevations from SMS to phone and email as well as most other channels to SMS.
Log Out when Browser is Closed
There will be a new Security Profile permission that will log out MAX agent sessions to when the browser is closed. This will ensure correct tracking of agent state and not route a call to an agent who is listed as available but has closed the browser without logging out.
Integrated Softphone Refusal Reason
When an agent does not accept an incoming call, the refusal reason will be displayed as "No Answer". This will ensure correct tracking and reporting.
End of Support for Internet Explorer in MAX
MAX will no longer operate in Internet Explorer (IE) beginning with the Summer 2021 release. Microsoft stopped supporting IE in November, 2020. MAX users will need to switch to a supported browser prior to this release.
If you need more time to switch browsers, you can enable the previous version to have continued access to the Spring 2021 version for a short time. After the Fall 2021 release, no version of MAX will operate in Internet Explorer.
MAX
Integrated Softphone Browser Support

Media Services

Native AMD Detection and Delivery
In support of the Personal Connection feature:
 
Answering machine detection and identification functionality previously available only through the Laydown action will be natively available in AMD Management. This will provide improved detection of answering machines and accurate delivery of messages without requiring a custom script. Functionality will be integrated into the NC_Placecall action.
New System Dispositions Indicating Blocked Robocalls
In support of the Personal Connection feature:
 
New system dispositions will indicate that a call was blocked due to suspicion of being an unwanted robocall. This will enable you to take corrective action to increase answer rates. These blocked calls are associated with the TRACED Act passed by the United States Congress, and the feature is available only in the United States.
STIR/SHAKEN Attestation
In support of the STIR/SHAKEN Personal Connection feature:
 
Your outbound calls will automatically receive a B-level attestation when originating from your network. The system will elevate validated caller ID numbers to A-level attestation. A-level phone numbers will yield higher answer rates. This will potentially improve business results as people gain confidence that they are not receiving unwanted robocalls. This is in compliance with new guidelines from the United States FCC, and the feature is available only in the United States.
Nuance ASR Engine 11 as Default
RingCentral Contact Center will use the Nuance 11 engine as the default ASR engine. This will allow further development and performance enhancements in the future. No updates to your scripts are necessary.
MRCPv2 as Default
The media server will use the modern MRCPv2 as the default protocol to communicate with Nuance ASR engines. This will allow further development and performance enhancements in the future.

Personal Connection

STIR/SHAKEN Attestation
Your outbound calls will automatically receive a B-level attestation when originating from your network. RingCentral Contact Center will elevate validated caller ID numbers to A-level attestation. A-level phone numbers will yield higher answer rates. This will potentially improve business results as people gain confidence that they are not receiving unwanted robocalls. This is in correlation with new guidelines from the United States FCC, and the feature is available only in the United States.
New System Dispositions Blocking Robocalls
New system dispositions will indicate that a call was blocked due to suspicion of being an unwanted robocall. This will enable you to take corrective action to increase answer rates. These blocked calls are associated with the TRACED Act passed by the United States Congress, and the feature is available only in the United States.
Native AMD Detection and Delivery
Answering machine detection and identification functionality previously available only through the Laydown action will be natively available in AMD Management. This will provide improved detection of answering machines and accurate delivery of messages without requiring a custom script.

Reporting

Prebuilt Reports
Call Quality Explorer Report
Empirix Data, an optional add-on to this report, will be renamed Voice Diagnostics
Data Download Reports
Transfer Report
The Transfer data download report will show a list of contacts that have been transferred from one agent to another. This report will include participating agents, associated skills, and contact details.
Audit History Report
The Audit History data download report will show a list of all administrative changes that occur in the platform. Any changes to campaigns, skills, teams, and agents will be displayed here.
Data Connector
Performance Management Data Connector
A basic data connection through the Performance Management servers will allow you to export data via API, SFTP, or email subscription. This may facilitate exporting non-ACD data to your external system, such as data from Engage QM Integrated. This data connection will not include access to the Performance Management interface.

Studio

Web-based Action Editors Check for Active User Sessions
Studio will prompt you to log in again if your session times out while you're configuring an action in a web-based editor. For example, if you were configuring a VoiceBot action through the Virtual Agent Hub and your session timed out, Studio would prompt you to log in again before closing the editor. Historically, work would be lost if a session timed out while you were actively working in these editors.
Dynamic Action Editor Titles
Titles of action editor windows will display the name of the action you're configuring. This will make scripting smoother as multiple actions can launch the same type of editor, and therefore could be mixed up. For example, the Play Properties editor launches from both the Play and Menu actions. If you have both of these actions in a script, you will be able to see whether you are configuring the Play or Menu action.
Global Downloads Page
The Software & Updates page will be reworked to be more standardized and secure for all users. When downloading Studio from this new global downloads page, users may need to select the Studio download that corresponds with their organization’s cluster. Contact your RingCentral Account Representative if you do not know your organization’s cluster.

Supervisor

Context-Sensitive Help
There will be an icon in the Supervisor interface that will open the online help directly to the Supervisor section of information. This will make it easier and faster for users to find the help they need.

Workforce Management 

Multi-skill Scheduling by Scheduling Unit
Managers will be able to create schedules for a single or multiple scheduling units using multi-skill scheduling. This will enable managers to optimize scheduling.
Filter Intraday Data by Scheduling Unit
Users will be able to filter in the Intraday Manager and view data for specific scheduling units. This will allow WFM managers to focus on their own scheduling unit KPIs and staffing.
Export Intraday Data
Users will be able to export Intraday Manager data to a CSV file for further analysis or custom reporting.
Exported data will include all metrics and columns, organized by scheduling unit and skill.
"What If" Forecasting
RingCentral Contact Center will offer WFM Advanced, which adds capabilities to meet more complex WFM needs.
 
"What If" Forecasting will be the first of many new capabilities to come with WFM Advanced. Contact your RingCentral  Account Representative for more information, or to upgrade.
 
While forecasting, managers will be able to create an alternate forecast by clicking the "What if..." button. This allows managers to make changes to the original forecast and see how these changes will affect scheduling.
 
Managers will be able to view the main and alternate forecasts in a grid or graph, and even view a comparison of both.
 
If the manager decides to use the alternate forecast, they will be able to save it as the main forecast.
Real Time Adherence Enhancements
Enhancements to the Real Time Adherence page will optimize the data displayed in the grid. Activities that are unscheduled or in adherence will no longer be included by default, allowing managers to focus on agents who are out of adherence, and take quick action.
 
Users will still be able to include these activities in the grid by selecting the Unscheduled or In adherence checkboxes.
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