12/04/18 15:50 PM  

RingCentral Contact Center Voice Overview

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SummaryRingCentral Contact Center Voice Overview
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RingCentral Contact Center Voice Overview

RingCentral Contact Center Voice connects agents to RingCentral Contact Center, enabling them to handle calls using their computer audio.  

Contact Center Voice is a web browser extension based on WebRTC protocol. Agents can use it to replace the RingCentral softphones as their agent stations - in that case, all Contact Center call handling will be done via the agent console (MAX). This reduces the number of desktop tools and simplifies the agent experience.

Contact Center Voice is free of charge and will work with any RingCentral Contact Center account.

Installation

Verifying the Installation

Logging in
Connecting the Agent Leg
Handling Contact Center Calls
Audio Devices
Event Logging
Who to Contact

 

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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Logging in


To connect the agent to the Contact Center, Contact Center Voice must be first logged in to RingCentral. To do that, click the Contact Center Voice icon in the Chrome extensions toolbar to open the connection status pane:
 

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After a successful login, Contact Center Voice will change the status icon color and wait for agent leg connection to be established. Status pane will now display the agent station details and its agent leg connection status: 

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Connecting the Agent Leg

 

RingCentral Contact Center can initiate the agent leg connection in two ways:

• Automatically whenever a Contact Center call is dispatched to (or originates from) an agent. In this case, agent leg is kept disconnected until a call is initiated, and gets disconnected again when the call ends.

• Manually from the agent console. In this case, the agent leg connection is forced by agent and is kept up until disconnected explicitly or agent station’s idle timeout occurs. In this case, whenever a Contact Center call is dispatched to (or originates from) an agent, it gets serviced immediately, because there’s no agent leg connection delay:


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NOTE: For Contact Center Voice to successfully accept the agent leg connection, the agent station phone number specified when launching the agent console (MAX) must be the same as the one used by Contact Center Voice to log in to RingCentral.

NOTE: Contact Center Voice will accept only RingCentral Contact Center agent leg connections. Other calls to the agent station will be ignored by Contact Center Voice.
 

Accepting the Agent Leg Connection


Regardless of the agent leg connection scenario selected, Contact Center Voice can be configured to always auto-accept the agent leg connections (which is the default behavior) or to ask for manual confirmation.

• In case of auto-accepting, any incoming agent leg connection request will be immediately accepted by Contact Center Voice.
• In case of manual accepting, before the agent leg gets actually connected, this will have to be explicitly confirmed by agent.

To switch between automatic and manual agent leg connection modes, right-click the Contact Center Voice icon and select “Options” from the dropdown menu:

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Then go to “Extension options” and select / unselect “Accept agent leg connection automatically”:

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After agent leg has been connected, Contact Center Voice will change the icon color and update its status pane:

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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 interaction). For call control (hold, transfer, record etc.), the agent console (MAX) interface is used. 

NOTE: RingCentral Contact Center Voice does not indicate the Contact Center call status nor provides any call controls - call handling is done entirely via MAX.

When a call is initiated, MAX indicates it and shows information specific to this call: 

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On an incoming call, if the agent leg is already up, the agent will get a notification beep signal before the call is actually connected.
 

Audio Devices


RingCentral Contact Center Voice uses the microphone defined by Chrome browser settings (chrome://settings/content/microphone) and the system audio output device. No additional setup is necessary.
 

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 “View Log” link in the status pane:

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Who to Contact


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