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Engage Voice
Intro to RingEX for Engage Voice customers
RingEX is a cloud-based business communications system with enterprise-grade features such as voice, fax, text, online meetings, conferencing, and collaboration. With RingEX, you can easily connect your office, remote employees, and mobile users under one phone system — regardless of their location. RingEX provides linked Engage Voice accounts the following benefits:
- Reliable phone service for agent leg connections
- Ability for agents to manage their passwords
- Access to self-service phone number management
- Single Sign-On to Engage Voice for multi-agent, supervisor, or mixed admin users
- Access to RingCentral University training materials for agents and admins
- Ability to create support tickets via RingCentral Salesforce
- Self sign-up to incident notifications and the latest product status via the RingCentral Status site
If your Engage Voice account is not already linked with RingEX, go to Linking RingEX to Engage Voice to learn how to connect your account to RingEX. Once you link your account to RingEX, you can then do all the things that new customers can do, such as managing users and phone numbers, which we will discuss below.
Phone Service Reliability
With RingEX integrations, your agents will connect to their calls using the same industry-leading telephone service as the core RingEX. This means your agents can expect exceptionally high call quality with class-leading reliability on the agent-leg connection, all using the same browser-based and fully integrated softphone you’ve come to enjoy. Your agents can also sign in with external RingCentral devices (RC Video Pro and Pro+, RC Softphone, RC Desktop Phone, RC RingEX, and more) with a simple click of a button on login, and all Engage Voice calls will be routed straight to their RC RingEX extension.
Phone number management
With RingEX integrations, all Engage Voice customers have access to self-service phone number management. You no longer have to request a new DID or TFN through Engage support and wait hours or days for it to become available. Instead, using the RingEX service portal, you can order any amount of toll-free phone numbers or local DIDs in the location(s) of your choosing, and they become immediately available. When you are finished with a number and no longer need it, simply cancel it within the same self-service portal and you won’t be charged again. For more information and instructions on how to purchase numbers and configure them to route to Engage Voice, see Purchasing phone numbers in RingEX.
Once you have purchased a toll-free number or local DID, it must be imported into your Engage Voice account and assigned to its final destination, typically an IVR or directly to an inbound ACD queue. For more information, see Configuring the CCRN in Engage Voice and Editing Phone Numbers within Engage Voice.
User management
With the convenience of RingEX , you manage your agents and back-office workers from a single location. By creating free “virtual extension” users, you may add an unlimited number of extensions to your system for use as a typical Engage Voice agent. For the case of users who require both back-office and Engage Voice agent availability, you can create paid-for “digital line” users, which expose additional features such as external physical device connectivity and direct inbound phone numbers. In either case, these users can be imported or linked into Engage Voice as agents, supervisors, and/or administrators, and are able to log in with a single set of credentials. To get started adding new users to your RingCentral account, see Add a User Extension Without an Assigned Phone.
After you have one or more users created within RingEX, you then Import an agent from RingEX into Engage Voice. Once imported, you can read more about how to configure your agent.
Once the agent is created in RingEX, imported to Engage Voice, and properly configured, all that remains is for the agent to log in and get connected. For more on this, see Logging in to the platform.
For administrators, the process is a little different. You first create an administrator in Engage Voice and then link the administrator to an existing RingEX user. This provides the ability for all users to sign in with the same RingCentral credentials regardless of their role or user type. For more information on how to sync an administrator or agent with an existing RingEX user, see Syncing users from RingEX.
For a general introduction to managing users in RingEX, you can read User Roles and Permissions Overview.