Agents using RingCX Engage Digital currently have no control over the system notification sounds, leading to missed or inaudible alerts especially for high-priority events like new interactions or interaction updates. We propose introducing configurable sound notifications per user, similar to what is available in the RingCentral App (RingEX) for message alerts.

Proposed Functionality

1. Customizable Notification Profiles (Per Agent): Agents can choose from a preloaded list of sounds (chimes, beeps, alerts, etc.) for: New interaction; Interaction activity (e.g., customer reply, supervisor note); System alerts (e.g., disconnection, transfer, timeout).

2. Sound Settings Location: Accessible under Agent Settings > Notifications; Options to preview the sounds before selecting; Optional volume control (tied to system audio or separate slider).

3. Default Sound Pack: Admins can define the default sound scheme for new users; Optionally disable customization for consistency (admin override).

4. Accessibility Consideration: Include high-pitch/low-pitch variants for users with hearing impairments.

5. Parity with RingEX: Leverage UI/UX consistency from RingEX sound setting features to ease adoption.

Why This Matters

Agents miss alerts due to quiet, non-distinct, or repetitive tones especially in noisy environments or when multitasking. This leads to slower response times, missed SLAs, and frustrated customers. Providing sound personalization allows agents to choose tones that stand out for them, improving their awareness and responsiveness.