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 Summer 2023 - Central

This page shows features currently planned for the Summer 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 Contact Center 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

Each feature description includes a table that states whether the following details apply to it. ✓ means that the detail applies to the feature and ✖ means that the detail does not apply to the feature.

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.

Removed Applications and Features

Agent SMS Security Profile Permission Removal

The SMS permission will be removed because it is not used.

Customer Request UI Change Availability On toggle

ACD

Page Improvements

The Dispositions and Unavailable Codes pages will have a new look and feel. The basic functionality of these pages won't change. The benefits of the updates will include:

  • Reduced loading time.
  • Increased security.
  • A more modern page design.

Customer Request UI Change Availability On toggle

Activate and Deactivate ACD Skills with Bulk Upload

A Status column will be added to the ACD Skills Bulk Upload template. With this column, you will be able to activate and deactivate multiple ACD skills at once. The Status column will be available for both blank and filled-in templates. This update will save you time when updating ACD skills.

Customer Request
UI Change Availability On deploy

Routing Attributes

In addition to ACD skills, you will be able to use routing attributes to narrow down the pool of agents who are eligible to receive an interaction. For example, you could use a routing attribute to define which language the agent must speak. You could require that the agent have a license or certification. This will give you more control over which agents an interaction can route to, without creating a lot of ACD skills.

To set this up, you will first apply attributes to your agent user profiles. You will then use Studio scripts to route interactions to agents. You will do this based on the ACD skill and the chosen attribute. At this time, you will be able to specify one routing attribute at a time.

This feature will become available later in the Summer 2023 release cycle.

Customer Request
UI Change Availability On deploy

Routing Criteria Data Download Report

A new Routing Criteria data download report will show how the routing criteria of an interaction changed over time spent in queue. This report will let you see how your routing strategy is working and provide insight into the contact journey.

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

Customer Request
UI Change Availability On deploy

Bullseye Range and Routing Attribute Support in More Studio Actions

The QueueVM and QueueCallbackStudio actions will support bullseye routing ranges and routing attributes. They will have the same routing parameters as the ReqAgent and UpdateContact actions.

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

Chat Enhancements

Any HTML functionality using JavaScript or rich text on the agent side of a chat will be disabled. This will close a potential gateway for malicious attacks. The ability to display rich content on the customer side will remain intact. This feature will impact chat in all agent applications.

Customer Request UI Change Availability On deploy

Admin

Agent Application Security Profile Permissions

Permission settings that are used for more than one agent application will no longer include "MAX" in the name. This will help avoid confusion about which applications the setting applies to.

Customer Request UI Change Availability On toggle

Agent SMS Security Profile Permission Removal

The SMS permission will be removed because it is not used.

Customer Request
UI Change Availability On toggle

Agent for Salesforce

See the Agent for Salesforce release history for a list of previous versions.

Record Type Field Added

When you set up task creation settings, you will be able to configure a Record Type for Salesforce tasks. This feature will become available later in the Summer 2023 release cycle.

Customer Request UI Change Availability On deploy

Agent for Service Cloud Voice

The following features are planned for release in mid-August 2023.

Real-Time Transcription Support

Real-time transcription will be dependent on the use of APIs. If you have questions regarding transcription setup, contact your Contact Center Account Representative.

Customer Request
UI Change Availability On deploy

Omni-Flows Support

Salesforce Omni-Flows will be supported. Users will be able to set up screen pops, data memorialization, and supervisor support using Omni-Flows.

Customer Request UI Change Availability On deploy

Integrated Softphone Automatic Sign-In

When agents have the Integrated Softphone permission enabled, they will bypass the Voice Options screen and be logged in to Agent for Service Cloud Voice immediately. This will reduce the time it takes for agents to log in to Agent for Service Cloud Voice.

Customer Request UI Change Availability On deploy

Standard Address Book Support

Agent for Service Cloud Voice will support standard address books. This will allow you to create address books that can be viewed and used in more than one agent application.

Customer Request UI Change Availability On deploy

Performance Analytics for Salesforce Einstein Integration

Agent for Service Cloud Voice will support integrations with Einstein. This will allow Contact Center ACD data to be used for reporting within Salesforce.

Customer Request UI Change Availability On deploy

API

Updated Performance for Reporting and Real-Time APIs

The following contact APIs will be updated to improve performance. Enhancements will include new fields, metrics, and standardized parameters.

  • /contact/states
  • /contacts/
  • /contacts/active
  • /contacts/completed

The final version of the release notes will include additional technical details.

Customer Request UI Change Availability On deploy

End-of-Life for Legacy API Authentication

Legacy authentication methods were deprecated in 2022. With the Summer 2023 release, they will move to End-of-Life status and will cease to function between the Summer and Fall 2023 releases. If you have not already updated your app's authentication, use the global authentication method. There is only one token endpoint with the global method, /auth/token. This endpoint facilitates:

  • user authentication through OpenID Connect.
  • other forms of authentication specified by OAuth2.0.

The endpoints in the following API groups were deprecated:

  • User Hub API > AccessKeys  
  • User Hub API > Authentication  

Customer Request UI Change Availability On deploy

Workforce Management

Reallocate Scheduling Units

You will be able to select scheduling units you want to exclude from a forecasting job. This way, you can reallocate their workload to other scheduling units when you generate a staffing plan.

Customer Request
UI Change Availability On toggle

Forecast Enhancements

In the forecasting jobs, the interface will be updated:

  • Historical and Forecast data (steps 2 and 3): You will be able to filter by deferrable or real-time WEM skills.
  • Staffing (step 5): The filter labels will be renamed.
  • The graph in all steps: Will display up to six items at a time, the data will load faster, and each line will be more recognizable.

Customer Request
UI Change Availability On toggle

Exporting WFM Data via CSV

Currently, exported data begins downloading immediately. With this release, you will download the CSV file after you get an email with a download link. This will apply when exporting Real Time Adherence (RTA) data and staffing data in a forecasting job.

Customer Request
UI Change Availability On toggle

Improvement to Schedule Generation

Currently, shifts are not created when the following three conditions are met:

  • Agents were assigned to a weekly rule.
  • The weekly rule contained a daily rule with varying shift start times.
  • Agents were partially available during these varying shift start times.

With this release, shifts will be created for time slots where the agents are available and fall within the shift start time range.

Shifts will not be generated if agents are unavailable during the shift start time range set in the daily rule.

This change will enhance the interpretation of scheduling rules and create valid shifts for agents.

Customer Request UI Change Availability On toggle

Schedule Optimization with Lunch and Break Activities

Improve net staffing with one click of a button. With the WFM Advanced license, managers will be able to set up schedule optimization rules. These rules will automatically generate a daily plan that adjusts the lunch and break activities for the scheduled agents.

Customer Request
UI Change Availability On toggle

Mapping of Missing Out-of-the-box (OOTB) States

Out-of-the-box agent states will be mapped between WFM and the Contact Center ACD.

After this alignment, Real Time Adherence (RTA) and Adherence Reports will reflect all out-of-the-box states.

Customer Request UI Change Availability On toggle

Moving Agent Availability to the WFM Application

Agent availability will be moved from the Admin application to the WFM application. This will be a new screen called Agent Configuration and it can be accessed from WFM > Setup. Currently, it is accessible as a tab in the employee profile of the Admin application.

This will streamline scheduling by bringing all required parameters into the same application.

It will also be easier for supervisors to update agent information.

Customer Request UI Change Availability On toggle

Support for Partial Time-Off on Non-Published Days

Agents will be able to make partial time-off requests on non-published days. This is not currently supported. The request will be possible depending on:

  • Existing activity configuration.
  • Agent time-off balance.
  • Auto approval rules.

Customer Request UI Change Availability On toggle

Enhancement to New Year Time-Off Rules

Currently, manual edits to time-off rules are only effective through the end of the calendar year. When a new year begins, managers must once again attach agents in the scheduling unit to the rule. With the Summer 2023 release, time-off rules will remain attached to agents when the new year begins, even after manual edits.

This will save time for managers and prevent tedious tasks.

Customer Request UI Change Availability On toggle

IEX WFM Integrated

Add-On: Enhanced Strategic Planner (ESP)

Enhanced Strategic Planner (ESP) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. ESP is well-established tool for users of IEX WFM and IEX Cloud. This release, ESP will be generally available for organizations using IEX WFM Integrated.

ESP offers these benefits:

  • Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.
  • Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.
  • Ability to quickly see how your changes impact staffing requirements, service level, ASA, and occupancy.

ESP supports many channel types based on your WFM skills. This includes both voice and digital channels. It can use long-term forecasts created in IEX WFM Integrated or import external forecasts. ESP then uses those forecasts to create long-term plans, including plans for multi-step workflows. For more information on enhancing your IEX WFM Integrated system with ESP, contact your Contact Center Account Representative.

 If you used Enhanced Strategic Planner in controlled release, you'll notice this new feature.

Upgrade to IEX WFM v7.5

During the Contact Center Summer 2023 release cycle, upgrades to IEX WFM will begin for existing IEX WFM Integrated environments. Each of the remaining features in this section is a key feature of IEX WFM Integrated v7.5. Your Contact Center Account Representative will contact you about scheduling your upgrade.

You can see a video overview of IEX WFM Integrated v7.5 features here.

Customer Request UI Change Availability On deploy

Ability to Delete Long-Term Forecasts

A new Delete Long-term Forecast view will allow you to delete unneeded long-term forecasts generated for BUs, CTs, EGs, BU Sets, CT Sets, and EG Sets. You must have the Modify permission for the forecast entity to delete it.

Customer Request UI Change Availability On deploy

RCP Generation Messages and Alerts

Supervisor users will receive alerts regarding the status of their process generations. The alert messages will state whether the generation succeeded or failed. The Alerts button will display the number of status messages for completed processes submitted by the logged-in user.

Customer Request UI Change Availability On deploy

Linking Supervisors and Agents

Sometimes an agent also functions as a team lead or other type of supervisory user. Currently, these users can only switch between WebStation and Supervisor WebStation if they log out of one and in to the other. With this release, you will be able to link the Supervisor and Agent user accounts so that the user can switch back and forth more easily. A new "Switch to..." selection will appear in the User Menu of either WebStation application for these users. The linking is 1-to-1; that is, one agent to one supervisor and vice versa.

This will be especially useful if your company uses either Single Sign-On (SSO) or LDAP authentication. This feature makes SSO possible even with IEX WFM functionality that prevents an agent's external ID from being the same as a supervisor's login ID, even when the agent and supervisor are the same person.

Customer Request UI Change Availability On deploy

Single Sign-On (SSO) Improvements

The new Supervisor WebStation - SSO Configuration page will give you a simple interface to configure SSO. Users with permission to the page can load the SAML configuration into IEX WFM Integrated and update it when needed.

In addition, the RCP Login page will provide users with two options:

  • Log in with SSO: This option is selected by default if SSO is enabled for your IEX WFM Integrated tenant. If RCP SSO is enabled, only the master user can log in with a password. All other users must use SSO.
  • Log in with Password: If RCP SSO is disabled, all users must log in with a password.

Customer Request UI Change Availability On deploy

Enhanced Adherence Export Files

The following file exports with adherence-related information have been enhanced from one-minute to one-second precision:

  • Agent Adherence Detail
  • Agent Adherence Summary
  • Agent Adherence by Attribute Detail
  • Agent Adherence by Attribute Summary

Adherence details in Export modules will be calculated at a more granular level. These details will differ from similar metrics in IEX WFM Integrated out-of-the-box reporting.

Customer Request UI Change Availability On deploy

Simultaneous Bidding in Time Off Manager

Time Off Manager will support simultaneous bidding by time off rule. This option will enable you to define time off rule bids with dates open for bidding, request types, and bidding sort order. Remaining features in this section are associated with the Simultaneous Bidding feature.

Agents with TOGs assigned to the time off rule will be able to bid for time off during the open bidding date ranges. Administrators process the time off bids after bidding closes.

Customer Request UI Change Availability On deploy

New Simultaneous Bidding Page

The new Supervisor WebStation - Simultaneous Bidding page will allow supervisors to see and export all simultaneous bid requests from agents for the selected TOG, time off rule, and bid name. This page will include the agent MU and bidding order. It will also show the status, priority, date, type, and more for each time off bid request.

Customer Request UI Change Availability On deploy

Updates to Time Off Rules View

The Bidding Rules view will be updated as follows to support the Simultaneous Bidding feature:

  • A new tab called Additional Settings will be added. These sections from the Bidding Rules tab will move to the Additional Settings tab:
    • Master from date
    • Master to date
    • Agent WebStation: The Allow weeks to be converted to individual days option does not apply to Time Off Rules that use simultaneous bidding.
  • The Bidding Rules tab will have a new section, Bidding options, with these options:
    • Submit requests on a first come, first served basis: This is the same as the Agent requests must be in order option unchecked in prior releases.
    • Submit requests in sequential order: This is the same as the Agent requests must be in order option checked in prior releases. It will be the default setting for new time off rules.
    • Submit requests by preference for simultaneous bidding
  • The Bidding order section will be renamed Bidding sort order. It will only be available when Submit requests in sequential order is selected.
  • The Request types section will only be available when Submit requests on a first come, first served basis or Submit requests in sequential order is selected.
  • A new Simultaneous bidding options section will be added to define time off rule bids when Submit requests by preference for simultaneous bidding is selected.

When your IEX WFM Integrated tenant is upgraded, any existing time off rules will have the previously chosen options selected:

  • If Agent requests must be in order was selected, Submit requests in sequential order will be selected.
  • If Agent requests must be in order was cleared, Submit requests on a first come, first served basis will be selected.

Customer Request UI Change Availability On deploy

New Process Simultaneous Bids Window

The new Process Simultaneous Bids Window will automate the process of assigning time off to selected agents. After agents submit time off bid requests and bidding closes, supervisors will run this process to assign time off to selected agents. Agents will receive time off based on the TOG and time off rule, time off allotments, agent time off summary parameters, and agent remaining time off balance.

Customer Request UI Change Availability On deploy

Updates to RCP Navigation Menu

If you have access to the Process Simultaneous Bid menu item, it will be added to the RCP Time Off Manager menu under Time Off Manager.

If you have access to the Simultaneous Bidding menu item, it will be added to the RCP Time Off Manager menu under Process Simultaneous Bids.

Customer Request UI Change Availability On deploy

Updates to Users and Permissions View

The Users and Permissions > Menu Permissions > Time Off Manager page will be updated to add the new Process Simultaneous Bids and Simultaneous Bidding menu items and permissions. Both permissions default to No.

Customer Request UI Change Availability On deploy

Updates to WebStation and Supervisor WebStation

Request Time Off View:

  • For time off rules that use simultaneous bidding, these updates will affect the Request Time Off page (add or edit):
    • Bid name will be a new, required field.
    • Priority will be a new, required field.
    • Wait List will not be available as a time off type.
    • Week will not be an available length for agents when the Request type is Force full weeks for the selected Bid name in the time off rule.
    • The Supervisor WebStation Only save request if all days can be granted option will not be available.
    • For full day and partial day requests, End date will be disabled and its value set to the start date.
  • Simultaneous bidding requests will have a status of Submitted on the Request time off - confirmation page.
  • The Request time off link will not appear:
    • For agents or supervisors when there are no bid names open for bidding.
    • For supervisors when they do not have permission to enter preferences on behalf of agents. This comes from the time off rule definition.

My Time Off Text View:

The new Bidding table on the My Time Off Text View will display the agent’s time off bid requests for the selected time off rule. These time off bid requests will be those entered for time off bids open for bidding. The time off bids will be defined in time off rules that use simultaneous bidding.

In the Bidding table, users will be able to:

  • Cancel time off bid requests for time off bids open for bidding. Supervisor users must have permission to enter preferences on behalf of agents.
  • Change the priority of time off bid requests for time off bids open for bidding. Supervisor users must have permission to enter preferences on behalf of agents.
  • Click Edit to edit time off bid requests

Time off rules that use simultaneous bidding do not show the Cancel column in the Planned table.

Customer Request UI Change Availability On deploy

Interaction Analytics

New Filters for Search

The Search page will have new filter options that you can use to search all of your available data. You will be able to search by resolution status. If you have Interaction Analytics Premium and Enlighten use cases, you will be able to filter your search by your Enlighten metrics.

You will also be able to choose which fields you want to view and how they are arranged when viewing interactions.

Customer Request
UI Change Availability On deploy

Capability to Save Searches

You will be able to save a search as public or private. You will be able to select saved searches from a drop-down to view search results again. This will help you avoid having to configure the same search settings multiple times.

Customer Request
UI Change
Availability On deploy

Multiple Dialects Per Business Unit

You will be able to apply multiple dialects of the same language to your business unit. For example, you will be able to apply both Chilean Spanish and Mexican Spanish to your account. This will increase transcript accuracy when you have callers from different countries. You will need to contact your Contact Center Account Representative to configure these dialects for you.

Customer Request
UI Change Availability On deploy

Improvement to English and International English Transcripts

A new transformer technology will be used to improve the accuracy of transcripts for English and International English.

Customer Request
UI Change Availability On deploy

MAX

Agent Security Profiles Permissions

Permission settings that are used for more than one agent application will no longer include "MAX" in the name. This will help minimize confusion about which applications the setting applies to.

Customer Request UI Change Availability On deploy

SMS Security Profile Permission Removal

The SMS permission will be removed. This will clear confusion about why it is in Contact Center but is not used.

Customer Request UI Change Availability On deploy

Chat Accessibility Enhancements

Minor adjustments to the chat window improve the experience while using a screen reader.

Customer Request UI Change Availability On deploy

Partner Applications

Adapters

Improvements in Directory Sync and Presence Sync for Microsoft Teams

Various tool tips have been added to Custom Reporting. If you hover over a blue question mark, information will pop up to explain more about terms and features you're using.

  • Support for More Users in Azure Directory: Currently, Directory Sync for Microsoft Teams has a limitation of 20,000 users in Azure. Starting with this release, Microsoft Teams Directory will support up to 40,000 users. This will allow more users to access resources from your organization.

Customer Request
UI Change Availability On deploy

  • Limited Creation of Presence Event Subscriptions: Currently, presence event subscriptions are created for all users in the Microsoft Azure directory, including those who aren't part of the directory created in Contact Center. For Summer 2023, presence event subscriptions will only be created for users who are part of directories created in Contact Center. This change will reduce the number of subscriptions and make it easier to manage them.

Customer Request
UI Change Availability On deploy

  • Ability to View Programmatically-Created Users: On the Account Mapping page, you will be able to view users created for subscriptions by the program. This includes information such as user information and subscription status. This will help you assess the health status of the subscription.

Customer Request
UI Change Availability On deploy

Setting Change for Adapters for Zoom

On 1 June 2023, Zoom will deprecate support for the JWT app type for server-to-server authentication. If you set up Adapters using JWT for authentication, you will need to change to a Server-to-Server Oauth app type. Choosing Server-to-Server Oauth as the app type will let you securely integrate with Zoom APIs. It will also let you get your account owner access token without user interaction.

This will apply only to existing customers.

Customer Request UI Change Availability On deploy

Voice Quality Metrics

Partial Availability for Three Additional Regions

Voice Quality Metrics will be partially deployed to the Canada, Japan, and the UK regions. In these new regions, companies whose agents use MAX Integrated Softphone will be able to analyze the agent leg, or side, of interactions. Support for SIP interactions will be added in a later release, and this support will require no additional action on your part. This expansion will help support your remote and offshore agents. Ability to analyze the agent leg will help you quickly detect and address potential voice quality issues.

Customer Request
UI Change Availability On toggle

Distribution Tile for Call Direction

A new distribution tile for call direction will be added to enhance the user experience. This feature will allow you to:

  • View a distribution of call directions.
  • Apply filters on this widely used metric.
  • Analyze call direction data.
  • Identify trends and potential issues.

Customer Request
UI Change Availability On toggle

Improve Scalability and Resiliency

Auto-scalability will be introduced to improve resiliency. It will provide these benefits:

  • Regional redundant services and multi-zone failovers. These can reduce your downtime, and they are able to better support a large number of requests.
  • Data will load more quickly

Customer Request
UI Change Availability On toggle

Personal Connection

Studio Action for Gryphon Rest APIs

If you subscribe to the Gryphon real-time automated Do Not Call (DNC) and TCPA compliance platform, you will have access to a new Studio action. This Studio action will replace the previous SOAP action with a RESTful action. It will check various DNC registries for compliance at the point of dial. The registries it checks includes federal, state, and others.

The Studio action will apply appropriate exemptions and block non-compliant calls. This will ensure that organizations are compliant with DNC and TCPA regulations.

Customer Request UI Change Availability On deploy

Enhanced Support for Managing Calling Lists and DNC Records

Currently, Contact Center supports 500,000 calling lists and do not call (DNC) records. In Summer 2023, Contact Center will support up to 1,000,000 inventory records for both active calling lists and DNC records. Contact Center will handle larger lists more efficiently, reducing processing times and improving overall performance.

Customer Request UI Change Availability On deploy

Reporting and Dashboards

Data Download Reports

Routing Criteria Data Download Report

A new Routing Criteria data download report will show how the routing criteria of an interaction changed over time spent in queue. Routing criteria include: 

  • ACD skill
  • Bullseye routing range
  • Routing attributes

This report will let you see how your routing strategy is working and provide insight into the contact journey.

Customer Request UI Change Availability On deploy

Prebuilt Reports

Improvement to Contact History Report

This report will more accurately display the contact IDs and master contact IDs for segment recordings. This will make it easier to view data for all segments tied to a contact.

Customer Request UI Change Availability On deploy

Custom Reports

Hide Column Names in CSV Files

Currently, when you export a custom report to a CSV file, column names are included automatically. With this release, you will be able to select an option to hide them.

Customer Request UI Change Availability On deploy

Studio

Bullseye Range and Routing Attribute Support in More Actions

The QueueVM and QueueCallback actions will support bullseye routing ranges and routing attributes. They will have the same routing parameters as the ReqAgent and UpdateContact actions:

  • HighProficiency: The high end of the ACD skill proficiency range an agent must be in to receive a contact.
  • LowProficiency: The low end of the ACD skill proficiency range an agent must be in to receive a contact.
  • RoutingAttribute: An attribute to use for routing. Contacts route to agents who have both the chosen ACD skill and value for this parameter.

This update will let you use bullseye routing and routing attributes in more of your routing scripts.

Customer Request UI Change Availability On deploy

Action for Gryphon Rest APIs

If you subscribe to the Gryphon real-time automated Do Not Call (DNC) and TCPA compliance platform, you will have access to a new Studio action. This action will replace the previous SOAP action with a RESTful action. It will check various DNC registries for compliance at the point of dial. The registries it checks includes federal, state, and others.

The action will apply appropriate exemptions and block non-compliant calls. This will ensure that organizations are compliant with DNC and TCPA regulations.

Customer Request UI Change Availability On deploy

Virtual Agent Hub

New Supported Virtual Agent Providers

You will be able to integrate text- and voice-based virtual agents from the following providers with Contact Center:

  • Amazon Lex V1 and V2
  • Google Dialogflow CX

This release will increase the options for virtual agent and bot integrations natively supported in Contact Center.

Customer Request UI Change
Availability On deploy

Release Adjustments

These features are adjustments to those previously announced.

Changed Features

Each item includes a description of the feature as it was previously published on the Coming Soon page and an explanation of what changed.

MAX

Chat Enhancements

A security update involving HTML functionality on the agent side of a chat was announced specifically for MAX. It will instead be available in all agent applications.

Partner Applications - Voice Quality Metrics

Voice Quality Metrics Deployment to Three Additional Regions

It was previously announced that Voice Quality Metrics would be deployed in Canada, Japan, and the UK regions to support continuous WebRTC session monitoring. Deployment for these three new regions will be partial. Support for SIP interactions will be added in a later release. With this release, you will only be able to analyze the agent leg, or side, of interactions for agents who use MAXIntegrated Softphone.

Features Removed from This Release

Each item includes a description of the feature as it was previously published on the Coming Soon page. These features will not be part of the Summer 2023 release but may be part of a future release.

ACD

Require Manual Accept

The Require Manual Accept setting will be added to the Details tab in ACD Skills. When enabled, it will require agents to manually accept or reject interactions for that ACD skill.

Admin

Ability to Restrict Email Domain Names

You will be able to restrict email domain names when creating users. If you enter a domain name outside of the allowed list, the user will not be created. This update will improve your security by only allowing access to users with authorized domains.

MAX

Require Manual 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.

Features Added to This Release

To see the following features in detail, select the product in the filter on the right.

Agent for Salesforce

  • Record Type Field Added

API

  • End-of-Life for Legacy API Authentication

Partner Applications - Adapters

  • Support for More Users in Azure Directory
  • Limited Creation of Presence Event Subscriptions
  • Ability to View Programmatically-Created Users
  • Setting Change for Adapters for Zoom
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