Need SMS help? Our dedicated SMS/TCR team is here for you. Chat with a live agent, ask our community, or call 1-888-898-4591 (Opt 3). Carriers now require TCR compliance to send text messages.

Click here if you only need to receive SMS messages.

Need SMS help? Our dedicated SMS/TCR team is here for you.

ask our community, or call 1-888-898-4591 (Opt 3). Carriers now require TCR compliance to send text messages.

Click here if you only need to receive SMS messages.

Need SMS help? Our dedicated SMS/TCR team is here for you.

ask our community, or call 1-888-898-4591 (Opt 3). Carriers now require TCR compliance to send text messages.

Need SMS help? Our dedicated SMS/TCR team is here for you. Chat with a live agent, ask our community, or call 1-888-898-4591 (Opt 3). Carriers now require TCR compliance to send text messages.

Click here if you only need to receive SMS messages.

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Release Notes > RingCX

Release Notes

RingCX

Stay up to date with the latest features, improvements, and bug fixes for RingCX.

Version 25.1.20

Release date: February 2025

What’s New

This is the February Release Note Summary.

RingCentral may update these Release Notes to document additional resolved and known issues.

February Release Notes summary

Features

Workflow Palette redesign: The Workflow Nodes Palette has been redesigned to accommodate a growing number of Action Nodes and Triggers, improving usability and efficiency.
- More Compact Design: Streamlined layout to save space and enhance visibility.
- Folders: Organized grouping of nodes for easier navigation.
- Node Descriptions: Descriptions for better understanding of each node.
- Search: Quick and easy search functionality to find nodes instantly
Click to launch RingCX admin panel: The Admin Portal now includes a click-to-launch link that opens and authenticates users directly into the RingCX admin interface. This makes it easier for admins to manage accounts across platforms.
Customizable hold settings for transfers: With a new transfer setting in agent scripting, you can now specify whether a caller is placed on hold during a warm transfer.
Prominent RNA state indicator: When agents miss a call and enter the Ring No Answer (RNA) state, a banner and system notification now alert them that they aren't receiving calls.
WhatsApp self-service setup: New customers can now set up the WhatsApp Channel in RingCX independently, reducing costs and streamlining setup. Professional Services assistance remains available in two packages upon request.

Analytics

Historical Reports now display all the custom lead fields configured in the account regardless of whether the fields have any actual values in the reported time interval.
Attributes: A number of new attributes have been added to the Custom Field Agent Script set to describe custom fields associated with agent scripts.
Metrics:
- Interactions with Agent to Agent Transfer: The number of interactions that an agent transferred to another agent.
- Segments with Agent to Agent Transfer: The number of interaction segments that an agent transferred to another agent.

Integrations

NetSuite CRM integration with RingCX: Agents can now handle both voice and digital interactions within NetSuite, staying in their CRM while managing customer interactions through RingCX.

This integration embeds the RingCX omnichannel agent UI into the NetSuite environment, offering:

Seamless record matching and linking
Screen pops for relevant customer data
Data memorialization within the CRM

Salesforce BYOT Integration for RingCX: Salesforce BYOT allows shared Salesforce and RingCX customers to use a RingCX voice channel while benefiting from Salesforce’s native Omni and Einstein features. Access includes:
- Call handling
- Agent state changes
- Call logging

This is an additional option for customers and does not replace the existing RingCX for Salesforce integration.

Corporate directory added to dialers for CRM integrations: For all CRM integrations, agents can now search the corporate directory by name or number to find and call contacts.
- Dialers now accept alphanumeric input for contact searches.
- Matching contacts are displayed and selectable.
- The selected contact is automatically dialed.
RingCX browser extension: Agent states: Agents can now manage their status directly within the browser extension, eliminating the need to switch between their CRM and RingCX. Agent states are synced across RingCX and the Supervisor view.

Quality Management

Multi-manager support and coaching stats update:
- Multiple managers can now review calls, provide feedback, and complete scorecards.
- The system now displays the author of each completed task.
- In scorecard submissions, totals now take into account coaching and feedback provided by multiple managers.