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 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 Recordings to 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 channels:

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

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

• Voice Triggers: 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 videos below: