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RingCentral Engage Voice

June 3, 2020

Version 20.2.3

These Release Notes provide an update on RingCentral Engage Voice features and enhancements for June 2020. RingCentral may update these Release Notes to document additional resolved and known issues.
What’s New in 20.2.3 Release
The following features are being released as part of 20.2.3. Please see the tables below on how to enable them and full description with images further below:
  • Agent UI Improvements
  • Admin UI Improvements
  • Engineering Improvements
These 20.2.3 features are available to customers using the new URL only. 
Platform
 
URL
V.ACD (AWS 80)
Virtual ACD (AWS 82)
Reminder: RingCentral Office Integration with Engage Voice Platform is available for all customers.
All customers are encouraged to start using engage.ringcentral.com for additional feature benefits 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?

  • Agent UI | App Switcher Functionality
Improves navigation across applications (Agents, Analytics, and Admin). Whereas Agents had to log out and log in again to switch from Agent to Admin profile, Agents can now switch directly within the Agent App.
Agent UI App Switcher Functionality screenshot
  • Admin UI | New Way to Create Groups
More intuitive way to create agent groups and add agents to them.
Create New Agent Group
Create New Agent Group screenshot
Add New Agent Group
Add New Agent Group screenshot
  • Admin UI | New Way to Delete Groups with Children
Improves usability by allowing Admins to move agents to different groups prior to the deletion of a group.
Delete Agent Group
Delete Agent Group screenshot
Move Agents to Different Groups
Move Agents to Different Groups screenshot
  • Engineering Improvements
The 20.2.3 Release includes various improvements, including bug fixes, IntelliDial hardening, and performance of Engage Voice software.
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