Page Comparison

📋 What’s about

The XCALLY MOTION Voice Channel allows you to define all the mechanisms by which the inbound, outbound or internal voice calls can be managed.

Whenever a voice interaction is received in your Customer Care, any Agent available is notified according to a a routing logic configured to the Queue they belong to.

⬛ Queues

You can configure queues dedicated to voice interactions, which the Agents can belong to (routing mechanisms,

team management, and so on)

.
Click here to get more about it.

⬛ Queues Groups

To configure a priority to several queues at the global level. Click here to get more about it.

⬛ Routes

Where you define how to manage internal, inbound and outbound calls (contexts, applications, intervals, and so on)

. Click here to get more about it.

⬛ Context

To manage call routing and define call processing behaviour. Contexts allow the logical separation and isolation of different call-handling functionalities, providing flexibility and security in managing incoming and outgoing calls. Click here to get more about it.

⬛ Voicemails

In this section, you can

create an application a caller uses to leave a voice message. Click here to get more about it.

⬛ Music on Hold

to define the music on hold for customers in the waiting queue. Click here to get more about it.

⬛ Voice Recordings

This section shows all the calls recorded and allows you to listen to their contents. Click here to get more about it.

⬛ QA Categories

Group of filters created with AWS cloud provider to analyse voice recordings

. Click hereV3 Voice Recordingsto get more about it.

⬛ Chanspy

This feature enables Supervisors to listen to agents' calls, as well as to whisper or barge into a conversation- Click here to get more about it.

⬛ Out Prefixes

Here you can define a list of service-based prefixes

to mark an outgoing call with

it. Click here to get more about it.

⬛ Calls Inspector and Queues Inspectors

To view calls

or queue interaction details. Click here to get more about it.

⬛ Realtime

Where you can monitor the status of agents, telephones and trunks and view

real-time information about queues and outbound calls.
Click here to get more about it.

🔧 Tools

Moreover, in Admin Tools, you find useful features to manage voice channelchannels:

• Trunks: where you must configure the SIP connection between your phone system and a VOIP provider for inbound/outbound calls

• Time Intervals: that These can be used to define the range of time an application can be executed

• Voice Triggers: this This is used to execute actions if the defined conditions are met

Please see the main steps needed to manage inbound and outbound calls in the two video videos below: