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RingCX

Frequently asked questions

How do I sign in and join a session as an agent?

How do I add and manage agents?

How do I change or reset a password?

How do I get a copy of call recordings?

What are the recommended system requirements for RingCX?

How do I configure my inbound queue?

RingCX

Get help with call handling, reporting, coaching, and more.

Admins

Getting started

Getting started with RingCX components

Setting up your inbound voice contact center in RingCX

Intro to RingEX for RingCX customers

Signing in to the RingCX Admin interface

Navigating the admin interface

Intro to RingCX Admin

Intro to accounts

Intro to admin users

Intro to admin roles

Intro to the audio library

Intro to RingCX CRM integrations

RingCX supported languages

Configuring digital account settings in RingCX

Setting up your outbound voice contact center in RingCX

Account and user management

Set up and configuration

Intro to call recording delivery

Intro to notifications

Importing phone numbers

Changing agent and admin passwords

Creating and managing admins

Creating a main account role

Creating a new role

Configuring alerts

Configuring Agent Assist for RingCX

Configuring agent states in your account

Configuring authenticated login via Okta

Configuring DNIS notifications

Configuring notification groups

Configuring the corporate directory in your account

Configuring your account

Deleting or deactivating agents and admins

Purchasing phone numbers in RingEX

Setting up a RingEX CCRN for RingCX

Setting the default language used for interactions

Turning on AI-generated summaries and transcripts

Using and managing

Adding and managing agents in RingCX

Linking your RingCentral company account to your company account

Linking agents and administrators to virtual extensions in RingEX

Generating audit logs

Downloading agent debug logs

Managing audio files

Uploading an audio file

Exporting and uploading phone numbers

Exporting digital interaction data

Using search queries in RingCX

Agent settings and assignments

Assigning roles to an admin user

Viewing and editing phone numbers

Integrations

Configuring Aspect integration settings in your account

Configuring integration settings in your account

Configuring Monet integration settings in your account

Google Dialogflow integration with RingCX

Agent experience

Getting started

Intro to agent configuration

Intro to agent scripting

Intro to agent scripting knowledge base

Intro to requeue shortcuts

Intro to script tagging

Intro to Script Studio

Intro to the Script Studio Page tool and its elements

Scripting

Adjusting elements on a script page

Assigning a script to a queue or campaign

Capturing and tagging data in a script

Creating a script

Linking between Script Studio tools

Using and managing

Call controls reference

Creating an agent group

Creating an email template

Managing your email templates

Creating a knowledge base category

Adding an article to the knowledge base

Creating a knowledge base group

Creating global phone book entries

Managing phone book entries

Creating requeue shortcuts

Creating queue and campaign specific phone book entries

Displaying captured data from tags later in a script

Embedding a CRM in the agent interface

Enabling the Report an Issue feature

Editing Page elements: the basics

Agent settings and assignments

Adding and managing agents

Creating an agent skill profile

Managing agent security permissions

Importing an agent in RingCX from RingCentral Admin Portal

Setting up agent recording

Agent scripting elements: Text Block

Agent scripting elements: Buttons

Agent scripting elements: Checkboxes

Agent scripting elements: Dispositions

Agent scripting elements: Dropdown Multi-Select

Agent scripting elements: Dropdown Select

Agent scripting elements: Hyperlink

Agent scripting elements: iFrame

Agent scripting elements: Image

Agent scripting elements: Inputs (Input, Custom, Date, Email, Number, Phone)

Agent scripting elements: Knowledge Base

Agent scripting elements: Navigation Buttons

Agent scripting elements: Nested Page View

Agent scripting elements: Page Break

Agent scripting elements: Radio Buttons

Agent scripting elements: Table

Agent scripting elements: Text Area

Digital channels

Digital channels connection

Adding and managing digital channels in RingCX

Apple Messages for Business digital channel connection settings in RingCX

Email channel connection settings in RingCX

Engage Digital Channel SDK connection settings in RingCX

Engage Messaging channel connection settings in RingCX

Facebook Page digital channel settings in RingCX

Instagram digital channel connection settings in RingCX

Instagram Messaging digital channel connection settings in RingCX

Smart Conversation Close in RingCX

Tapatalk digital channel connection settings in RingCX

Viber digital channel connection settings in RingCX

WhatsApp digital channel connection settings in RingCX

WhatsApp digital channel requirements for RingCX

X/Twitter digital channel connection settings in RingCX

X/Twitter (search) channel connection settings in RingCX

YouTube channel connection settings in RingCX

Channel configuration

RingCentral SMS/MMS digital channel connection settings

Setting up pre-chat forms in RingCX

Inbound routing

Getting started

Intro to inbound call routing

Intro to inbound queue events

Intro to cloud routing

Intro to digital routing

Intro to routing dispositions

Intro to routing rules

Intro to testing inbound queues

Using Workflow Studio

Intro to workflows

Intro to workflow triggers in RingCX

What nodes can do in Workflow Studio

Agent settings and assignments

Assigning an agent to an inbound queue

Assigning an audio file

Assigning an email template to a disposition

Managing agent settings on an inbound queue in RingCX

Using and managing

Adding and managing digital routing dispositions

Creating and managing inbound queue group skills

Managing inbound priority queue events

Using the Date Time node in the IVR Studio

Using the Email node in the IVR Studio

Using the Get Voice Input node in the Workflow Studio

Using the Hangup node in the IVR Studio

Using the JavaScript tool

Using the Play Audio node in the IVR Studio

Using recording nodes in the Workflow Studio

Using the Route node in the IVR Studio

Using the Say Variable node in the Workflow Studio

Using the Scripting node in the IVR Studio

Using the HTTP Request node in the RingCX Workflow Studio

Testing call routing in your inbound queue

Set up and configuration

Building workflows

Creating an inbound queue

Creating and managing an inbound queue group

Creating an inbound priority group

Creating an IVR

Creating a digital queue

Creating a digital queue group

Creating and managing digital queue events

Creating and managing digital queue group skills

Configuring digital queue settings

Configuring cloud destinations

Configuring cloud profiles

Setting cloud destination business hours

Setting up inbound call recording

Managing inbound integrations in RingCX

Managing inbound metric settings in RingCX

Configuring inbound queue events

Managing inbound queue settings in RingCX

Managing queue audio settings in RingCX

Updating an IVR with your cloud profile

Setting up daily inbound queue business hours

Setting how incoming calls are handled during holidays

Building a basic IVR in the IVR Studio (part 1)

Building a basic IVR in the IVR Studio (part 2)

Building an advanced IVR (part 1)

Building an advanced IVR (part 2)

Building an IVR to support call deflection

Using Sync (Busy) Queue Wait

Integrating a SIP-based IVA

Setting up direct routing for Microsoft Teams to RingCX agents

Outbound routing

Getting started

All about requeue shortcuts

Intro to Caller IDs

Intro to data elements and event triggers

Intro to dial modes

Intro to dial zones

Intro to dispositions

Intro to lead lists

Intro to ManualDial

Intro to outbound compliance tools

Intro to outbound dialing

Intro to outbound dial plans

Intro to phone books

Intro to Quota Management

Intro to voicemail detection

RingCX system requirement specifications

Understanding campaign lead list logs

Understanding custom criteria-based dial plans

Understanding quota targets

Agent settings and assignments

Assigning a custom criteria-based dial plan to a campaign

Assigning a custom dial zone group to a campaign

Assigning a target group to a campaign

Assigning a voicemail detection profile to a campaign

Assigning an agent to a dial group

Assigning dial zone key(s) to leads

Configuring agent settings on a campaign

Configuring agent filtering

Configuring an agent for manual outbound dialing

Reserving an agent for a lead via the Lead Manager

Using and managing

Changing the dial mode of a dial group

Managing leads and lead information

Managing quota targets

Managing uploaded lead lists

Mapping auxiliary lead list data

Obtaining and managing Caller ID buckets

Performing a manual pass via the Leads search

Performing actions on leads

Scheduling lead callbacks via the Leads search

Searching for leads via the Leads search

Setting daily campaign schedules

Uploading a new lead list

Using DNC Manager

Using DNC Scrubbing

Using the Branch tool

Using the Leads search

Using the Data Builder tool

Using the Mapping tool

Using Recording tools

Using Whitelist Manager

Using the WWW tool

Set up and configuration

Adding your Caller ID numbers to a lead list

Creating a dial group

Creating a custom campaign criteria group

Configuring predictive dialing ratios and settings

Creating a custom dial zone

Creating a dial zone group

Creating a campaign

Creating a voicemail detection profile

Creating an inbound queue

Creating agent dispositions in an outbound campaign

Creating and managing agent dispositions for inbound queues

Creating custom criteria-based dial plans

Creating quota groups

Creating quota targets

Configuring basic campaign settings

Configuring a lead list mapping template

Configuring aux labels and campaign integrations

Configuring basic dial plan filtering

Configuring an inbound queue for manual outbound dialing

Configuring campaign compliance tools

Configuring campaign passes

Configuring custom data for a lead list

Configuring dialer settings

Configuring international access in your account

Configuring outbound audio settings

Configuring outbound quotas

Deleting a voicemail detection profile

Enabling replacement of Caller ID upon call transfer

Email address formatting recommendations

Finding and managing Caller IDs

Mapping a lead list: the basics

Moving leads to a new list via the Leads search

Setting up outbound call recording

Developer tools

Getting started

Intro to web services

Set up and configuration

Setting up external credentials for authentication with RingCX Web Services

Configuring an HTTP web service

Configuring a SOAP web service

Managing call recording delivery tasks

Managing call recording delivery destinations

Notifying your CRM about call disposition

Setting up replacement mapping

Setting up webhooks

Billing

Intro to billing

Understanding call metering

Understanding transport charges

Understanding your invoice

Understanding your billing usage report

AI Quality Management

Getting started

Intro to AI Quality Management

Getting started with AI Quality Management

Signing in to AI Quality Management and switching roles

Turning on AI Quality Management

Managing notification settings

Intro to Trackers

Setting up and managing

Managing users and teams

Managing organization settings

Intro to Scorecards

Creating and managing scorecards

Creating and managing trackers

Tracking and reporting

Intro to Trackers

Trackers insights

Using reports

Downloading call data

Supervisors

Getting started

Intro to supervisor for agents

Understanding the supervisor dashboard

Using supervisor coaching tools

Configuring agent supervisor settings

RingSense QM

Getting started

Intro to RingSense Quality Management

Signing in to Quality Management and switching roles

Managing notification settings

Intro to Trackers

Managing calls

Using the Interactions page

Using the Details page

Searching for and filtering calls

Setting up and managing saved filter notifications

Sharing interactions

Adding an interaction to your library

Using the library

Coaching and feedback

Intro to coaching

Intro to scorecards

Using the Coaching page

Coaching agents with AI and manual feedback

Providing feedback on a call

Tracking and reporting

Intro to Trackers

Trackers insights

Using reports

Agents

AI Quality Management

Getting started

Intro to AI Quality Management

Signing in to AI Quality Management and switching roles

Managing notification settings

Intro to Trackers

Managing calls

Using the Interactions page

Using the Details page

Searching for and filtering calls

Setting up and managing saved filter notifications

Sharing interactions

Adding an interaction to your library

Using the library

Tracking and reporting

Intro to Trackers

Trackers insights

Coaching and feedback

Intro to coaching

Requesting feedback

Using the Coaching page

Analytics

Getting started

Getting started with RingCX Analytics

Intro to RingCX Analytics

Enabling Historical reports and Historical dashboards

RingCX Analytics integration with third-party BI tools

Playing call recordings in RingCX Analytics

Configuring and managing agent states in your RingCX account

Call states reference in RingCX Analytics

RingCX Analytics license category types

RingCX Analytics Historical Reporting platform capacity

RingCX Analytics Glossary

Managing inbound contact center performance

Billing

Understanding your RingCX invoice

Understanding your RingCX Analytics billing usage reports

Analytics historical dashboards: Billing Period Account Usage

Analytics historical dashboards: Billing Period Overview

Analytics historical dashboards: Billing Transport Usage Overview

Real-time reporting

Getting started

Intro to Real-time reporting

Managing real-time reporting dashboards

Adding widgets in the Real-time dashboard

Configuring pre-built widgets in the Real-time dashboard

Displaying Real-time Reporting Dashboards on external devices

Widgets and dashboards

Real-time reporting widget types and metrics

Configuring custom widgets in the Real-time

Historical reporting

Getting started

Intro to Historical Reporting

Intro to the analytical designer

Historical Reporting platform capacity

Metrics and attributes

Intro to metrics and attributes

RingCX Analytics data dictionary: Attributes

RingCX Analytics data dictionary: Metrics

Reports

Standard Historical reports

Historical report types

Creating a Historical report

Managing Historical reports

Scheduling reports

Dashboards

Intro to Historical Dashboards

Creating a dashboard in Historical Dashboards

Managing Historical Dashboards

Historical Dashboards: Account Overview

Historical Dashboards: Agent Activity

Historical Dashboards: Agent Activity Overview

Historical Dashboards: Agent Conduct

Historical Dashboards: Agent Disposition

Historical Dashboards: Agent Scorecard

Historical Dashboards: Agent State

Historical Dashboards: Billing Period Account Usage

Historical Dashboards: Billing Period Overview

Historical Dashboards: Billing Transport Usage Overview

Historical Dashboards: Contact Center Activity Overview

Historical Dashboards: Customer Journey Analytics

Historical Dashboards: Dialer Performance and Penetration

Historical Dashboards: Hourly Inbound Statistics

Historical Dashboards: Inbound IVR Overview

Historical Dashboards: Inbound Interactions Overview

Historical Dashboards: Inbound Voice Service Level Summary

Historical Dashboards: Interactions Overview

Historical Dashboards: Interaction Journey Overview

Historical Dashboards: Interactions Overview Entry Point

Historical Dashboards: Omnichannel Overview

Historical Dashboards: Outbound FTC Compliance

Historical Dashboards: Outbound Performance

Historical Dashboards: Overflow Queue Overview

Historical Dashboards: Track Overview

Integrations

Browser Extensions

Set up and configuration

Installing and setting up the RingCX browser extensions

Using the Chrome extension in RingCX

Dynamics 365

Getting started

Navigating RingCX for Dynamics 365 as an admin

Agent overview of RingCX for Dynamics 365

Freshdesk

Getting started

Agent overview of RingCX for Freshdesk

Set up and configuration

Installing the RingCX for Freshdesk app

Freshservice

Installing and setting up RingCX for Freshservice

Agent overview of RingCX for Freshservice

HubSpot

Getting started

Navigating RingCX for HubSpot as an admin

Agent overview of RingCX for HubSpot

Set up and configuration

Installing and authenticating RingCX for HubSpot

Netsuite

Getting started

Agent overview of RingCX for NetSuite

Installing and setting up RingCX for NetSuite for admins

Salesforce

Getting started

Intro to RingCX for Salesforce integration

Agent overview of RingCX for Salesforce

Set up and configuration

Installing RingCX for Salesforce

Setting up RingCX for Salesforce

Setting up Sales Engagement for RingCX for Salesforce

Uploading and managing Salesforce leads in RingCX with Lead List Loader

Using and managing

Launching and logging in to RingCX for Salesforce

SalesForce Service Cloud Voice: BYOT

Getting started

Intro to RingCX for Service Cloud Voice for supervisors

Set up and configuration

Configuring RingCX for Service Cloud Voice for agents

Configuring RingCX for Service Cloud Voice for supervisors

Setting up Einstein AI: RingCX for Service Cloud Voice

Configuring call recordings in RingCX for Service Cloud Voice

Using and managing

Supervising agents in RingCX for Service Cloud Voice

Using RingCX for Service Cloud Voice

Using Einstein AI features: RingCX for Service Cloud Voice

ServiceNow

Getting started

RingCX for ServiceNow release and end-of-life schedule

Configuring RingCX for ServiceNow Yokohama

Agent overview of RingCX for ServiceNow Yokohama

RingCX for ServiceNow Xanadu: Navigating as an admin

Agent overview of RingCX for ServiceNow Xanadu

Set up and configuration

Setting up presence sync for ServiceNow

Setting up Service Operation Workspace for ServiceNow

RingCX for ServiceNow IVR incident matching

Zendesk

Getting started

Agent overview of RingCX for Zendesk

Set up and configuration

Installing the RingCX for Zendesk integration

Zoho

Getting started

Agent overview of the RingCX extension for Zoho

Set up and configuration

Installing and setting up the RingCX extension for Zoho

Developers

Build and integrate with RingCentral’s APIs.

RingCX Digital APIs

Features

Code Samples

Frequently asked questions

Release notes

RingCX release notes

Admins

Make the most of your setup, from the crucial to the complex.

Supervisors

Get help monitoring and coaching your agents.

Agents

Learn how to call, chat, and message from RingCX.

Analytics

Gain real-time insights to make decisions and take actions.

Integrations

Connect to the tools that you already use.

Developers

Build and integrate with RingCentral’s APIs.

Release notes

Learn about our latest features and improvements.

Getting started

Account and user management

Agent experience

Digital channels

Inbound routing

Outbound routing

Developer tools

Billing

AI Quality Management

Getting started

RingSense QM

Getting started

Calls

Digital interactions

Stats

Scripts and notes

AI Quality Management

Getting started

Billing

Real-time reporting

Historical reporting

Browser Extensions

Dynamics 365

Freshdesk

Freshservice

HubSpot

Netsuite

Salesforce

SalesForce Service Cloud Voice: BYOT

ServiceNow

Zendesk

Zoho

RingCX Digital APIs

Release notes