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RingCentral Engage Voice

April 2020

Version 20.2.1

This article lists the updates for the RingCentral Engage Voice release for April 2020. RingCentral may update these Release Notes to document additional resolved and known issues.
The following Features are being released as part of 20.2.1. Please see tables below on how to enable them and full description with screenshots further below.
  • High-Quality Recording
  • Admin UI
  • IVR Studio Enhancements
  • Scripting Studio Enhancements
  • Engineering Improvements
These features are available to all customers. All customers are encouraged to start using engage.ringcentral.com.
Additionally, starting on 4/23/2020, you can benefit fully from the new RingCentral Office Integration with Engage Voice. Simply send an email to ev+office@ringcentral.com and ask to be upgraded.
If you do not upgrade
Platform
 
URL*
V.ACD (AWS 80)
Virtual ACD (AWS 82)
Features Updates you receive
  • High quality recording
  • Engineering Improvements
  • High quality recording
  • Engineering Improvements
  • Admin UI
  • IVR Studio enhancements
  • Scripting Studio enhancements
  • RingCentral-style UX
  • High quality recording
  • Engineering Improvements
  • High quality recording
  • Engineering Improvements
  • Admin UI
  • IVR Studio enhancements
  • Scripting Studio enhancements
  • RingCentral-style UX
Known Limitations
RingCentral-style UX not Available to white label customers
RingCentral-style UX not Available to white label customers
*you can remain on the old URL. OR you can move to the new URL to check the new UX (except white label customers).
If you upgrade
You will benefit from the full range of features provided by the new RingCentral Office Integration with Engage Voice as shown in the table below:
Platform
New Engage Voice Platform (GA) integrated with RingCentral Office
URL
New (with an Office account and at least 1 Digital Line).
Engage.ringcentral.com 
Feature Updates you receive
  • High quality recording
  • Engineering Improvements
  • Admin UI
  • IVR Studio enhancements
  • Scripting Studio enhancements
  • RingCentral-style UX
  • Login with RingCentral
  • User Import and Linking
  • Self-service phone number procurement and import to Engage Voice
  • Agents with RingCentral devices
  • On-net telephony
Known Limitations
  • RingCentral-style UX not Available to white label customers
  • PCI not available on New Engage Voice platform with Office account
General Availability: Starting 4/23/20, RingCentral Office integration with Engage Voice Platform is available for all customers, regardless of which platform version is currently being used.
To benefit from the Office integration, simply follow these steps: 
1. Send an email to ev+office@ringcentral.com and ask to be migrated.
If you want to learn more about RingCentral Office functionality (SaaS PBX, Video Meeting, Team Messaging), please indicate so in your email.
2. RingCentral Support will reach out to you and help you with the following:
  • RingCentral Support will set-up a new Office Account for you (1 Digital Line needs to be purchased)
  • Note that your agents can either use Virtual Extensions, or you can purchase full Digital Lines for them as well.
  • And if you already have a RingCentral Office account, it will be linked to your Engage Voice account.
  • Your Office account number will be associated with your Engage Voice account.
  • Your Engage Voice users will be imported to your Office account, and linked to your existing Engage Voice users to keep them in sync. Any further users can be added directly to your Office account.
  • Optional: Port the existing phone numbers to RingCentral Office and configure Office to use them with Engage Voice.

What's New?

20.2.1 Feature Update
  • High-Quality Recording
  • Admin UI
  • IVR Studio Enhancements
  • Scripting Studio Enhancements
  • Engineering Improvements
20.1.2. Engage Voice Integration with RingCentral Office Feature Update
  • RingCentral-style User Experience
  • Login with RingCentral
  • Consistent URL for all users
  • User Import and Linking
  • Self-service phone number procurement and import to Engage Voice
  • Agents with RingCentral devices
  • On-net telephony
High-Quality Recording
  • Removed compression from audio files, while maintaining the same Bit Rate.
  • Improved quality recording is specifically useful for further post-call speech analytics (via partners).
  • This will be made available to customers only through support request
Admin UI
  • Updates to common terminology.
OLD
User Rights
User Rights screenshot
NEW
User Roles
User Roles screenshot
Schedule
Schedule screenshot
Business Hours
Business Hours screenshot
Number Manager
Number Manager screenshot
Phone Numbers
Phone Numbers screenshot
IVR Studio Enhancements
OLD
IVR old version screenshot
NEW
IVR new version screenshot
Scripting Studio Enhancements
OLD
Scripting Studio old version screenshot
NEW
Scripting Studio new version screenshot
Engineering Improvements
  • The 20.2.1 Release includes bug fixes and improvements to Engage Voice software.
RingCentral-style User Experience
  • Agent and Admin UI have both been redesigned making it more modern and intuitive.
  • Admin menus have been moved to a left navigation bar. Agent call control iconography has been modernized and brought up-to-date.
  • Make navigating through the UI easier, and more natural across RingCentral products.
  • If you want to preview the UI changes, you may check them here: User Experience Updates – March 2020
Login with RingCentral
  • Leverage RingCentral Office credentials (email and password) to log in to Engage Voice (Agents and Admins). For users with dual persona (Agent and Admins), offer a choice for which persona they wish to use to log in.
  • Increase usability for all users by consolidating a single set of credentials, and simplifying administration of credentials for Admins.
Consistent URL for all users
  • Utilize a single, consistent URL for all users within the organization (Agents or Admin) to log in. Offering users with dual persona the choice of whether they want to log in as an Agent or as an Admin.
  • Simplify the login process, and improve usability
User Import and Linking
  • Enable Admins to search and import RingCentral Office users as Agents in Engage Voice.
  • Guided import process with bulk operation allows Admins to keep information consistent and eliminate errors.
  • Simplify management of agents, and save Admins time when adding new Agents to Engage Voice.
Self-service phone number procurement and import to Engage Voice
  • Select and purchase 800 and local numbers online using RingCentral Office and automatically activate them for use with Engage Voice. Enable Admins to import phone numbers to Engage Voice, assign them and make use of them immediately.
  • Save time and simplify the process for Admins.
Agents with RingCentral devices
  • Allow Agents to take Engage Voice calls on all supported RingCentral Office devices. During login, agents can select the “Use my RingCentral Office extension” option to automatically recognize the extension, enabling agents to use any of their RingCentral supported hard phone or softphone devices to receive and place Engage Voice calls.
  • Improve usability during login.
On-net telephony
  • Engage Voice is now carried by the highly redundant RingCentral network.
  • Increase redundancy on both the customer and the agent leg, improving voice quality when the agent is connected to the customer.
© 1999-2020 RingCentral, Inc. All rights reserved.
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