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RingCentral Engage Voice

July 15, 2020

Version 20.3.1

Please be aware that our 20.3.1 Release - originally planned for July 29th - has been cancelled. The contents will be rolled into 20.3.2, planned for a mid-August roll out. See 20.3.2 Release Note for complete release details.
These Release Notes provide an update on features and enhancements for Engage Voice products. RingCentral may update these Release Notes to document additional resolved and known issues.
This is the 20.3.1 Release note.
The following features are being released as part of 20.3.1 using the URLs listed below. 
  • Voicemail Detection Profiles
  • New reports
PLATFORM
V.ACD (AWS 80)
 
Virtual ACD (AWS 82)
URL
Reminder: RingCentral Office Integration with Engage Voice Platform is available for all customers. 
In addition to the features listed above, all customers are encouraged to start using the simplified URL -- engage.ringcentral.com -- to benefit from additional features from the RingCentral Office Integration with Engage Voice. Refer to the 20.2.1 Release Notes for reference.
New features will continue to be enabled for accounts integrated with RC Office.
Interested? Send an email to ev+office@ringcentral.com and ask to be enabled with RingCentral Office.

What's New?

  • Voicemail Detection Profiles:
1- Finetune 8 different parameters to optimize Voicemail detection.  Store the resulting settings into a specific “Profile”. Profiles can then be assigned to specific campaigns of similar use cases to maximize the desired Voice Mail detection (e.g. profiles specific to carriers, or more aggressive profile for some specific campaigns, etc).
Agent UI App Switcher Functionality screenshot
2- Enable default Voicemail Detection profile at the Account level:  You can create a new profile and decide to make it the default profile that will be picked automatically whenever a new campaign is created.
Agent UI App Switcher Functionality screenshot
3. Show the count of campaigns assigned per profile. Indicates how many campaigns are currently using a specific profile for quick assessment of the most popular profiles.
Agent UI App Switcher Functionality screenshot
4. Assign associated campaigns to a deferent profile before deletion: In case campaigns are associated to a profile, and the profile is about to be deleted, a pop-up will propose to assign a different profile to these campaigns, or use the default profile. 
Delete Profile feature screenshot
5. Profile set up as “default” to be applied automatically on newly created campaigns: When a new campaign is created, whatever profile tagged as “default” ( “Normal” in this screenshot) will be applied. Select the “Voicemail Detection Profile” menu to change the profile as desired.
Profile set up as “default” to be applied automatically on newly created campaigns screenshot
Profile set up as “default” to be applied automatically on newly created campaigns screenshot
  • New Reports:
The following new reports have been added:     
1. Cloud profile metrics by day
2. Cloud profile metrics by half hour
3. Agent Billing Report
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