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Release Notes > Contact Center Central > Summer 2021
Release Notes
RingCentral Contact Center Central | Summer 2021
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
Summer 21.2 - Central
Global Changes
Global Authentication Service Enhancements
A new global authentication service has been in early release since the beginning of 2020. 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.
Release Adjustments
These features are adjustments to those previously announced.
Changed Features
Management of Roles, Users, and Agent Occupancy Moved to 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.
File State Change Events for Cloud Storage
The file state change events are not accessible through the Audit and Activity Change reports, as previously announced.
Features to be Released at a Later Date
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.
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.
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.
Features Added to this Release
MAX
Integrated Softphone Browser Support
End-Of-Life Notifications
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 before 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.
New Applications and Features – 21.2 - Central
Agent for Salesforce
The following feature is included in version 18.0 and is expected to be released in late July.
Configure Agent for Salesforce to Display Text or Icons
You will be able to configure whether Agent for Salesforce displays icons or text.
Channels
Cloud Storage for Email
Your organization's email messages and attachments are now stored in the cloud. This affects all newly logged emails after your BU is updated to the Spring 2021 release; older messages will remain on the server. You can apply conditions for active and long-term storage of email messages and any attachments.
New Studio Action for Chat
There is a new Studio action that allows a customer to transfer a chat to any business unit or cluster on the platform.
Verified SMS Messages for Android
You can configure Contact Center to send verified SMS messages for customers using Android devices. When verified SMS is configured, SMS messages received on Android platform devices now display message preview text, the Google verified badge, and your organization's logo. This improves engagement and transparency with your customers. Open and click-through rates are four times better for messages with these features, supporting brand recognition.
This content is visible to all customers using Android devices. For your customers using other mobile platforms, such as IOS, verified SMS messages display in the standard SMS format.
Cloud Storage Services
Enable Cloud Storage for Email
Logged emails and email attachments are now stored in cloud storage. This affects newly logged emails after your BU is updated to the Spring 2021 release. Existing logged emails will not be migrated to the cloud. You can 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.
Enable Cloud Storage for Email
Logged emails and email attachments are now stored in cloud storage. This affects newly logged emails after your BU is updated to the Spring 2021 release. Existing logged emails will not be migrated to the cloud. You can manage the lifecycle of these emails using lifecycle management rules.
Game Results on Wallboards
You can display the results of Gamification games on wallboards.
Challenges Tab Updated
In Gamification, the Challenges tab offers additional information for challenges that are in progress.
Digital Template
A default digital dashboard template is available if you have purchased a digital integration to Performance Management. This dashboard shows your digital and ACD data in a single view. You can also copy the dashboard and modify it to your specifications.
Automatically Join Players Setting
There is a new Eligibility setting in Gamification. When selected, agents are not required to join from the games module to participate. The setting is not selected by default.
Games Module Copy Changes
The Games module displays the end date of a game interval and the game's end date.
Revert Game Payout
You can revert coin payout after a game is finished without creating a ticket.
New Share Option
When sharing, only the creator can 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 is a new module to display real-time queue information at a glance.
Interaction Analytics
User Interface Changes
Your experience is more unified with interface updates that enhance the RingCentral Contact Center look and feel. These changes affect:
- Filters
- Widgets
- Workspace Editor
- Category Templates
- Interactions Modal
Create or Update Category using AutoDiscovery Phrases
Users can 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.
Access AutoDiscovery from a Dataset Workspace
AutoDiscovery can now be accessed from a dataset workspace, and you can return to that dataset workspace directly from AutoDiscovery.
MAX
SMS for Omnichannel Session Handling (OSH)
The native SMS offering is available for OSH elevations. This includes elevations from an SMS interaction to a phone call and email as well as from most other channels to SMS.
Log Out when Browser is Closed
There is a new Security Profile permission that, when enabled, logs out MAX agent sessions when the MAX window is closed. This ensures correct tracking of agent state and improves customer experience by not routing 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 is displayed as "No Answer". This ensures correct tracking and reporting.
End of Support for Internet Explorer in MAX
MAX no longer operates 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.
Integrated Softphone Browser Support
When used with MAX, Integrated Softphone is now supported for use in Microsoft Edge Chromium.
Media Services
New System Dispositions Indicating Blocked Robocalls
In support of the Personal Connection feature:
New system dispositions indicate that a call was blocked due to suspicion of being an unwanted robocall. This enables 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 automatically receive a B-level attestation when originating from your network. The system elevates validated caller ID numbers to A-level attestation. A-level phone numbers yield higher answer rates. This potentially improves business results as people gain confidence that they are not receiving unwanted robocalls. This feature 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
Contact Center uses the Nuance 11 engine as the default ASR engine. This allows further development and performance enhancements in the future. No updates to your scripts are necessary.
Personal Connection
STIR/SHAKEN Attestation
In accordance with the United States FCC mandate to implement SHAKEN signing, we have received signing authority and signs all calls initiated from RingCentral Contact Center with Full (A-level) attestation. The system verifies all caller ID values being used to confirm they align with the businesses using them. Unresolved concerns with unverified caller IDs will result in downgrading the traffic for them to B-level attestation.
The Global Caller ID field within each Business Unit must contain a valid phone number that belongs to you. This is the value RingCentral Contact Center uses to verify the business entity. If you want to display an anonymous presence on a call, you can override the caller ID at the skill or record level with a blank caller ID.
A-level phone numbers yield higher answer rates. This potentially improves business results as people gain confidence that they are not receiving unwanted robocalls.
This feature is available only in the United States.
New System Dispositions Blocking Robocalls
New system dispositions track the required feedback from carriers related to call blocking efforts. If the call is blocked by customer request or by analytic engines, they must return a specific SIP message. These surface as two new outcomes and are controlled by the user on the Retry Management page.
This enables 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.
Reporting
Prebuilt Reports
Call Quality Explorer Report
Empirix Data, an optional add-on to this report, has been renamed CXone Voice Diagnostics.
Data Download Reports
Transfer Report
The Transfer data download report displays a list of contacts that have been transferred from one agent to another. This report includes participating agents, associated skills, and contact details.
Audit History Report
The Audit History data download report displays 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
Data Connector
A basic data connection through the Performance Management servers enables 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 does not include access to the Performance Management interface.
Studio
Web-Based Action Editors Check for Active User Sessions
Studio prompts 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 display the name of the action you're configuring. This makes 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 can see whether you are configuring the Play or Menu action.
Global Downloads Page
The Software & Updates page was 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.
New Actions
Chatblindxfer transfers chats to any business unit or server cluster using a chat point of contact (POC) URL as the destination.
Supervisor
Context-Sensitive Help
There is an icon in the Supervisor interface that opens the online help directly to the Supervisor section of information. This makes it easier and faster for users to find the help they need.
Voice Access
Smart Connect Expansion
Smart Connect solutions are now available for international users.
Workforce Management (Enterprise)
Multi-skill Scheduling by Scheduling Unit
Managers can now create schedules for a single or multiple scheduling units using multi-skill scheduling. This enables managers to optimize scheduling.
Filter Intraday Data by Scheduling Unit
Users can now filter in the Intraday Manager and view data for specific scheduling units. This allows WFM managers to focus on their own scheduling unit KPIs and staffing.
Export Intraday Data
Users can now export Intraday Manager data to a CSV file for further analysis or custom reporting.
Exported data includes all metrics and columns, organized by scheduling unit and skill.
"What If" Forecasting
“What If” Forecasting is the first feature offered as part of the new WFM Advanced, which adds capabilities to meet more complex WFM needs.
While forecasting, managers can 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 can 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 can save it as the main forecast.
"What If" Forecasting is the first of many new capabilities to come with WFM Advanced. Contact your RingCentral Account Representative for more information or to upgrade.
Real Time Adherence Enhancements
Enhancements to the Real-Time Adherence page optimize the data displayed in the grid. Activities that are unscheduled or in adherence are no longer included by default, allowing managers to focus on agents who are out of adherence and take quick action.
Users can still include these activities in the grid by selecting the Unscheduled or In adherence checkboxes.
Summer 2021 Fixed Issues
Developer Portal
Some users were receiving an error when they tried to log into the developer portal.
Platform
After a session timed out and the logout screen appeared, the platform was not always reconnecting to the correct data center.
Spring 2021 Cumulative Update 5
API
- The contact/completed API was not applying the updatedSince filter to records that had been updated with a new ACW value.
- When using APIs, if an agent lost connectivity while on a call, the system was not setting that agent to an unavailable state and ending the session.
Channels
When a chat was started from a mobile device, some parameters were not being passed back to the script.
IEX WFM Integrated
When an agent was updated in the Admin app and synced to IEX WFM Integrated, the External ID and Personal ID fields were being updated incorrectly.
MAX
Custom screenpops were opening in MAX as overlapping windows in the same tab instead of each screenpop opening in a separate tab.
Summer 2021 Cumulative Update 2
These are the bugs and known issues that are fixed on this update.
Admin
If the team concurrent chat setting was not set, sometimes the AF field would switch from true to false.
Channels
When using a pushURL action to open a survey from the V2 chat profile, the survey would not load.
MAX
- When an agent's disposition changed to an unavailable disposition, the timer was not always starting at zero.
- MAX was showing an incorrect percentage for the Productivity report within MAX agent reports.
- When an agent dialed in to consult with another agent, those call recordings were not always able to be played back.
Omnichannel Session Handling
Client SMTP vendors were not able to authenticate traffic for Proactive Email.
Studio
When using the ReqAgent action for emails, parked emails that were retrieved and then reparked were not keeping their priority in the email queue.
Summer 2021 Cumulative Update 3
These are the bugs and known issues that are fixed on this update.
MAX
- The first email received after an agent logged in did not load in a screen pop.
- If the Browse ACD Files view permission was not enabled, sometimes email attachments did not load.
- The audio/video notification was being delayed when a contact was pushed to an agent.
- A "missing dll file" error was sometimes displaying in MAX when a contact was delivered using a Studio script.
OSH
Callback contacts were not being routed to available agents.
Reporting
The Contact History prebuilt report was displaying a "report process" error for some users.
Studio
The Forward tool was not forwarding inbound email contacts.
Summer 2021 Cumulative Update 4
These are the bugs and known issues that are fixed on this update.
Agent for Oracle Service Cloud
When an agent attempted to place an outbound call or accept an inbound call, Agent for Oracle Service Cloud crashed.
Auto Attendant
Users could not download voicemails from Auto Attendant.
IEX WFM Integrated
- The agent system time did not always display accurately in the Agent System Performance report.
- IEX WFM Integrated did not accurately display the daily total interactions for queue history.
MAX
The workspace panel in MAX intermittently disappeared when an agent answered inbound calls.
Omnichannel Session Handling
When a script using the GetEmail action attempted to read the email, the email was not received by an agent.
Personal Connection
When agents used Integrated Softphone with an agent application, suppressed contacts were shown briefly in the contact list.
Summer 2021 Cumulative Update 5
These are the bugs and known issues that are fixed on this update.
Admin
When OpenID Connect was enabled, the Create New button wasn't available on the Users page.
MAX
- When an agent put a work item contact on hold, completed an outbound call, and then completed the work item, MAX would auto-accept an inbound call instead of letting the agent accept or reject it.
- If an agent saved a required disposition while another call was in queue, the contact details window wouldn't close and the agent couldn't take another call.
- When an agent's state was Available and MAX wasn't in focus on the computer, they would hear a beeping sound.
- When MAX panels were turned off and agents handled multiple chats where screenpops were enabled, switching between the chats would result in the screenpops reopening.
Personal Connection
The CreateProspects Proactive XS action would sometimes generate an error that said "No transport code specified in skill or in uploaded record" when a transport code was specified.
Security & Compliance
Processed GDPR requests didn't have a Completed status or a saved GDPR request report.