Release Date: Fall 2021

Coming Soon in Fall 2021

The following features are scheduled for the Fall 2021 release of RingCentral Contact Center. Users will be able to access these features, depending on their permissions and purchased applications, once their business unit has been updated. 
 
How to Use This Page
Each feature description includes a table that states whether the following details apply to it: 
Customer Request The feature was developed by customer request.
UI Change The feature introduces major user interface (UI) changes.
Future Enablement The feature will not be immediately available at release time but will be automatically enabled for you after the Fall 2021 release. If you have questions about the feature enablement process, contact your Contact Center Account Representative.
Features are subject to change between now and the final release date. 

Global and API Changes

Navigation Redesign
 
Navigation will be updated to a simpler, more intuitive navigation experience.
Customer Request X UI Change Future Enablement
API updates
 
The Contact Center API will be updated to provide improved usability for MAX and security. The updates will also address customer requests for updates to the reporting and address book features. 
  • PUT/POST Dynamic Address Book—Will provide a performance improvement for creating or updating address book entries in bulk.
  • GET /quick-replies—Will add a skillID filter to better truncate the response.
  • GET /agents/agentID/skills—Will add an optional filter for isAssignedSkillActive that will enable customers to filter responses for skills that are active just for the agent. 
  • GET /contacts/active—Will add an optional filter for contactID and search string to reduce the number of responses.
  • GET /points-of-contact—Will add a filter for mediaTypeID to reduce the number of responses.
Customer Request UI Change X Future Enablement X

ACD

User Visibility Restrictions Reflected in Skills Bulk Upload
 
The ACD skills bulk upload will support user visibility as configured with Views in the Admin module. You will be able to make changes related to visible users, but not to non-visible users.
Customer Request X UI Change X Future Enablement
Notes Tab in ACD Entities
 
A Notes tab will be added to a majority of ACD entities (separate from the Reporting and Admin applications). This will enable you to store any relevant information about specific records to refer to in the future.
Customer Request X UI Change Future Enablement X
Location Setting for ACD Users
 
Contact Center will support managing locations for users. Locations will allow you to identify the place that a user resides or is working from, different from actual address information. This functionality will also be added to the ACD user bulk upload.
Customer Request X UI Change Future Enablement
Ability to Rename ACD User Custom Fields
 
You will be able to change the names of the five custom fields available in the ACD User profiles from their default names of Custom 1, Custom 2, and so forth.
Customer Request X UI Change Future Enablement
Non-Functional Team and User Deactivation
 
The default user named Administrator will be deactivated from ACD Users. Additionally, the default team named Admin will be deactivated in the ACD backend database if there are no users assigned to it. No negative impacts should occur as a result of this change.
Customer Request X UI Change Future Enablement

Admin

User Assignment Permissions
 
Currently, the Skills Edit permission controls the configuration of a skill’s behavior and the ability to perform skill user assignments. These permissions will be split out to allow skill user assignments to have their own permission.
Customer Request UI Change X Future Enablement
Control Visibility of Interactions Based on Skills
 
You will be able to control the visibility of interactions by skills using Views. Up until now, you have been able to control the visibility of interactions by teams using Views. With this release, you will be able to use Views to limit the interactions that an employee can see based on skills.
Customer Request X
UI Change Future Enablement
Control Visibility of Users Based on Scheduling Units
 
You will be able to control the visibility of users by scheduling units using Views. Up until now, you have been able to control the visibility of users by teams using Views. With this release, you will be able to use Views to limit the users that an employee can see based on scheduling units.
Customer Request X UI Change Future Enablement
Support and Download URL Update
 
You will be directed to a new service page for Supports and Downloads. This page will be accessed through the Profile menu and will be located at https://downloads.incontact.com.
Customer Request X UI Change X Future Enablement X
Move Hierarchy Node with Child Nodes to New Parent
 
In a hierarchy, if a scheduling unit node has a network assigned to it, you will be able to move it under another parent by using Add Child. The node will be added as a child node to the new parent along with its set of child nodes.
Customer Request X UI Change X Future Enablement
Default Team Will Display on Teams Page
 
You will be able to edit the Default Team that will display at the top of the Teams page.
Customer Request X UI Change X Future Enablement
Bulk Upload and Download Enhancements
 
Bulk upload will be updated to include the following:
  • You will be notified with a bell notification when a download completes. You will be able to download the files from the activity tab.
  • The Employee Existing Records .CSV will include Employee Status as a column.
  • A single bulk upload file will support a maximum of 1,000 records. You will receive an error if you try to upload more than 1,000 employee records in one file.
Customer Request X UI Change X Future Enablement
New Permission for Agent Behavior Insights 
 
There will be new permission for new BI report: Agent Behavior Insights. This permission will be available as part of the new QM Premium license.
 
In Contact Center, go to Admin > Security > Roles and Permissions, the permission will be under Reporting > BI Reports > Agent Behavior Insights.
Customer Request X UI Change Future Enablement
Payroll API Permission 
 
There will be a new permission for WFM Payroll API. Using an API, you'll be able to extract payroll data from Contact Center for external reporting purposes.
 
In Contact Center, go to Admin > Security > Roles & Permissions, the permission will be under WFM > Data Extraction APIs > WFM Payroll API.
Customer Request X UI Change Future Enablement X
Create Commitments Permissions
 
A new permission will be available that hides the ability for an agent to create commitments. This will be configurable in Roles.
Customer Request UI Change Future Enablement X
911 Enhancements
 
911 enhancements will include:
  • An Emergency Call Default Callback Phone field in the Tenant. It will specify a callback phone number if a 911 call is disconnected prematurely. 
  • You will be able to view and edit full address information and other related emergency calling fields at the ACD user level (via either the Contact Center administration user interface or bulk upload).
  • You will be able to verify addresses for emergency calling purposes (supported by Contact Center administration user interface, but not bulk upload).
The verified address will be referenced to deliver 911 calls directly to the local Public-Safety Answering Point (PSAP) rather than routing it through the National Emergency Center first. This will enable quicker response times from local first responders and provide compliance with Ray Baum's Act. 
 
This feature will only be available in the United States.
Customer Request X UI Change Future Enablement X

Channels

New Channels
  • Microsoft Teams will be available as a messaging channel through Digital First Omnichannel. 
  • Slack will be available as a collaboration channel through Digital First Omnichannel. 
Customer Request X UI Change X Future Enablement X

Cloud Storage Services

Digital Attachments Storage
 
You will be able to store attachments from your digital interactions within Cloud Storage. These files will be accessed through Lifecycle Management Rules, File Retrieval, and Secure External Access (SEA).
Customer Request X UI Change X Future Enablement
Increase to 15 Rules Upon Request
 
Cloud Storage currently supports up to 10 rules per tenant. Soon, you will be able to request up to 15 rules per tenant.
Customer Request X UI Change X Future Enablement X
View Change History of Files
 
You will be able to view the change history of files. This information will be available in Tenant Management and Cloud Storage.
Customer Request X UI Change X Future Enablement