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Release Notes > Engage Voice > October 2021

Release Notes

RingCentral Engage Voice | October 2021

Stay up to date with the latest features, improvements, and bug fixes for RingCentral Engage Voice.

VERSION 21.4.1

Release Date: October 15, 2021

What's New

These are the 21.4.1 October Release Notes. We may provide updates on features and enhancements for Engage Voice products as we get closer to the roll out date.

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

This is the 21.4.1 October Release Note.

The following features are being released as part of the 21.4.1 October Release

Engage Analytics: Custom Report Name in Email Subject Title for Scheduled Reports
Priority events: Dynamically check queue events while call remains in queue
Engineering Improvements: The 21.4.1 October Release includes various improvements, including bug fixes and performance of Engage Voice software.

Notice: End of support of Internet Explorer 11 for Engage Voice Analytics

Microsoft has ended the support for the Internet Explorer 11 browser in August, 2021. To ensure optimal user experience, we are initiating the deprecation of the use of Internet Explorer and recommend a switch to a supported browser. By November 19, 2021, use of IE11 will no longer be supported.

Reminder: RingCentral Office Integration with Engage Voice Platform is available for all customers.

All customers are encouraged to start creating a RingCentral Office account with Engage Voice to benefit from continued feature improvements within the RingCentral Office Integration to 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 [email protected] and ask to be enabled with RingCentral Office.

Engage Analytics: Custom report name in the email subject line for Scheduled Reports

The system will now append the custom report name in the email subject title for Scheduled Reports with Engage Analytics (see Fig 1.). Prior to this release, the recipient of the scheduled report received an email with a generic and non-descript subject title “Scheduled Report” (See Fig. 2). This enhancement will enable the custom naming of a report and appends the subject title with the custom report name thus enabling the recipient to easily identify the emailed report. This enhancement improves the user experience and can help with user efficiencies (See Fig. 3)

Fig 1. With this enhancement, the Administrator can use a custom report name that will be reflected in the email.

Fig 2. Current release shows a generic email subject title ‘Scheduled Reports”

Fig 3. With this enhancement, the email will include the custom report name in the subject title.

Priority events: Dynamically check queue events while call remains in queue

When a call enters into the queue, the system performs a one-time evaluation of the call’s attributes and executes the priority queue event configurations such as to check for agent availability, call transfer criteria or message playback and so on; the system performs a similar one-time evaluation for queue close events. With this release, we have enhanced the system to dynamically check queue events against queue schedules, no agents logged in and other events, to take effect at any point rather than only during the initial inbound into queue or at close.

Use case example

A problem may arise when calls enter into the queue just before the non-business hours setting is activated. The system queue event does a check and applies the treatment to the call according to the business hours configurations. If conditions may have changed in real time such as all agents are logged off for the day, callers would be stranded in queue as initial conditions no longer apply.

This new feature enables the system to dynamically check the queue events and apply the corresponding configurations such as to route the calls into voicemail or play back a pre- recorded announcement thus preventing the callers to be left stranded in queue.