01/31/18 20:41 PM  

RingCentral Contact Center Voice Overview

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SummaryRingCentral Contact Center Voice Overview
Details
RingCentral Contact Center Voice connects Agents directly to the RingCentral Contact Center. RingCentral Contact Center Voice automatically accepts agent leg connection from the Contact Center system and uses audio directly from the Agent’s computer.

NOTE: Agent Leg is an active segment of a call that connects the Contact Center to the Agent’s telephony device.
 
RingCentral Contact Center Voice uses WebRTC protocol to send and receive phone calls from the Contact Center anytime, anywhere directly through the chrome browser, enabling the following capabilities:
 
• Make agent state information available in the browser,
• Send and receive all calls directly from the Agent console,
• Establish agent voice connections through WebRTC directly from the Agent console.

Availability

• RingCentral Contact Center Voice functionality is available to any agents using RingCentral Contact Center.
 
Click on the links below to learn more:

On this article:
Installation

On related article:
RingCentral Contact Center Voice Troubleshooting
 

Installation

RingCentral Contact Center Voice is available as a Chrome browser extension in Chrome Web Store:

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Once you have located the RingCentral Contact Center Voice extension in the Web Store, click to add it to your Google Chrome browser.

In addition to adding Chrome extensions manually, bulk force-installation to multiple users is supported. It can be done via group policy or master_preferences

Once installed, RingCentral Contact Center Voice can be automatically updated as new versions are released. The Auto Update procedure is standard for all Chrome extensions and is described at: https://developer.chrome.com/extensions/autoupdate.
 

Verifying the Installation

After the RingCentral Contact Center Voice extension has been installed, its icon appears in Chrome browser menu. The icon and the tooltip indicate the Contact Center connection status:

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When the agent clicks the icon, a connection status window drops down. Clicking anywhere outside this window will cause it to close.

Logging in

In order to login, the agent must have the MAX agent console application running. Before MAX is launched, the RingCentral Contact Center Voice icon’s status indicator will show as red (“MAX not running”); clicking the icon will display a drop down window prompting to launch MAX: 

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When launching MAX, the Agent is always asked to specify the Station Phone Number (or Station ID) that will be used to handle calls. This phone number (or the phone number associated with the specified Station) will be subsequently called by Contact Center to connect the agent leg.

As soon as RingCentral Contact Center Voice detects MAX running, its icon’s status indicator changes to blue (“MAX detected”), and it prompts the agent to login with RingCentral credentials:

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NOTE: If the RingCentral Contact Center Voice browser extension is installed while MAX is already running, it may not detect MAX, and a prompt to launch it may still be displayed. In this case, MAX should be re-launched.
 
Clicking the “Login with RingCentral” button brings up a login window: 
 
 
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Upon successful authorization, the login window is closed, and the RingCentral Contact Center Voice icon’s status indicator changes to yellow (“authorized”). Clicking the icon will display a dropdown window indicating the logged in agent station’s details (RingCentral number and extension) and its Contact Center connection status (“Disconnected”):

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Connecting the Agent Leg

There are two ways in which RingCentral Contact Center can connect the agent leg. One way is doing it manually from MAX interface:

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Another way of connecting the agent leg is letting the Contact Center do it automatically when a call is dispatched to an available Agent. When a logged in Agent changes state to “Available”, calls start being dispatched to that Agent. On first call, agent leg will be automatically connected. 

In both cases, to connect the agent leg, RingCentral Contact Center initiates a call to the Agent Station’s phone number specified by the Agent when launching MAX. RingCentral Contact Center Voice, in turn, will auto-accept that call.
 
NOTE: Only calls originating from RingCentral Contact Center will be auto-accepted.

NOTE: If there are multiple endpoints (softphone and/or hardphone) associated with the Agent Station’s phone number, they may all ring simultaneously for several seconds before RingCentral Contact Center Voice auto-accepts the call.
 
After agent leg has been connected, the RingCentral Contact Center Voice icon’s status indicator changes to green (“Agent leg connected”). Clicking the icon will display a dropdown window indicating the logged in agent station’s details (RingCentral number and extension) and its Contact Center connection status (“Connected”):

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Handling Contact Center Calls

With RingCentral Contact Center Voice, the agent uses computer's microphone and speakers for voice communication (a headset can be used to ensure a high quality voice interaction). To handle the call (put on hold, transfer, mute etc.), MAX interface is used. When an incoming call arrives, MAX indicates it and shows information specific to this call: 

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If the agent leg is already connected when a call arrives, the agent will get a beep signal as a notification before the call is actually connected. RingCentral Contact Center Voice does not indicate the Contact Center call status nor provides any call controls - call handling is done entirely via MAX interface.
 
NOTE: Closing MAX window will automatically disconnect the agent leg and terminate the RingCentral Contact Center Voice login session. To reconnect, MAX has to be restarted. When MAX is back up, RingCentral Contact Center Voice will detect it and prompt to log in again.  
 

Audio Devices

RingCentral Contact Center Voice uses the microphone defined by Chrome browser settings (chrome://settings/content/microphone) and the system audio output device. Modifying the audio settings will require restarting MAX to bring changes into effect.

NOTE: MAX web page must be granted access to the microphone in order to successfully connect the agent leg. Make sure that MAX is not blocked from accessing the microphone:

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Whether or not the page is allowed to use the microphone is indicated by a media icon in the browser’s URL field. Clicking this icon will bring up a control window allowing to change the current settings:
 
 
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Another way of allowing MAX to access the microphone is removing its URL from the blocked list in Chrome browser settings (chrome://settings/content/microphone):
 
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Disconnecting the Agent Leg

To explicitly disconnect the agent leg, the Agent can click the RingCentral Contact Center Voice icon in the browser extension pane to bring up its status window, and then click the Disconnect button. RingCentral Contact Center Voice will ask for confirmation and, upon getting it, disconnect from Contact Center. If there is a Contact Center call in progress, it will be terminated.

 

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Another way of disconnecting the agent leg is doing it manually from MAX interface. Agent leg will also be disconnected automatically if MAX browser window is closed, or if the Agent Station’s idle timeout occurs.
 

Event Logging

Once installed, RingCentral Contact Center Voice starts logging its activities (authorization events, agent leg connection/disconnection, etc.). Event log can be always accessed by clicking the RingCentral Contact Center Voice version number in its status window:
 
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Event log can be saved as a file to the current user’s Downloads folder for further analysis. 
 

Who to Contact

If you experience any issues, please contact RingCentral Global Customer Care.
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