XCALLY section | Staff → Users | ||||||
On this page |
|
Who are the Users?
|
📋 What’s about
XCALLY Motion Users can be either Administrators or Supervisors: they belong to the same Staff category (Users) but they have a different role (Admin role versus User role).
| Info |
|---|
The Users (Users with User Role) and the Administrators (Users with Admin Role) share the same U.I., although their abilities may differ. |
Users with admin roleroles can for instance:
Create, modify or delete User Profiles
Create, modify or delete users, agents and telephones
Create and update Cally Square projects
Create and update Custom Dashboards and
enable other users to use themCreate and update lists in the Contact Manager
Create and update campaigns in Motion Dialer
Perform software update
Have access to all features in XCALLY Motion
and many others.
Users with user roleroles will be identified as belonging to a User Profile, which for instance may allow them to:
View, create, modify or delete agents and telephones (but they cannot manage other users)
View, create, modify or delete resources (like Queues, Accounts, Reports, and so on)
View, create and update Custom Dashboards
View, create and update XCALLY Square projects
View, create and update lists in the Contact Manager
View, create and update campaigns in Motion Dialer
and many others.
The Users having this role (Supervisors) will, for instance, monitor a group of Customer Center Agents' calls, chats, and emails (or any other communication the Agent is participating in with Customers), ensuring the quality of them, and analyze analysing the channels quantitative usage reports in order to track the volume of interactions per unit of time (day, week, month, etc).
They can either coach their Agents in order to prevent customer complains complaints and manage escalation rise, reaching service levels and objectives set forth by management.
See the Explore User Profile Documentation for further information.
| Info |
|---|
The Users (Users with User Role) and the Administrators (User with Admin Role) share the same U.I., although their abilities may differ. Check on this page how to login and get started in the system. |
to configure User Profiles for your Users.
💡 The User Section
You can find the User section under the Staff menu.
The Role is the most important information related to the User , because according to it, the User will be granted specific permissions:
Admin Role: all the Modules will be available, as well as any Channel Queue access
User Role: access to specific (or all) Modules and Channel Queues or other resources will follow the User Profile assigned to the User (it must be chosen during the user creation).
➕ Create a User
To create a User with Admin or User Role click the + insert New User button under the Users Section:
To create an Admin Role Choose Admin
| Info |
|---|
There is a check for which Admin |
To create an User Role Choose User and select the proper User Profile from the list (the User Profile must be created in advance by the related section)
Remember: The User Profiles are available starting from version 2.10. For previous versions see later.
Then enter User Full Name, Username, Email and Password:
Username is used to login (only letters, numbers or special characters like ._ are allowed)
Email: the User email address. This field is used to receive a link to reset the password anytime the user forgets it
Password: insert here the password. According XCALLY Motion Security rules, if the Security Suite is enabled, it must contain least 8 characters and have at least 1 lowercase character, one uppercase character, one numeric character and one of the following special characters ~!@#$%^&-_=+[{]}.
By default, an internal number (Extension) associated to the User is automatically generated. If you like, you can manually specify the internal number you want to assign to the user extension during the user creation switching off the Auto Generate offoption.
✏️ Modify a User
After the Users are created, you can view them in the list of users:
You can edit,
Now you can modify the info
in the relative tabs:
Account
Personal Info
In the Personal Info tab, you can edit and modify the general information info inserted (except for the Role and Username).
For the User Role, you can also change the associated User Profile
Security Suite
In the Admin Security Suite Section
In the User Security Suite Section
| Info |
|---|
About incorrect loginsAdministrators can define what is the maximum number of incorrect login attempts that the system can allow: when the number of attempts allowed is reached, the account of whoever exceeds it is temporarily blocked. It can be unlocked:
Note: when this happens, the user is asked to contact the administrator to unlock the account. |
Authentication
In the Authentication section:
you can active directory SSO, to login with the Active Directory credentials
disable MFA for the User, when active
Change Avatar
If you want to change the User Avatar click
Internal messenger
If the toggle button is switched on, when receiving a new Internal Message, the admin/user will be notified by a sound.
Notifications
Defines the default position for displaying toast notifications throughout the application.
Default: top-right.
Voice
In the Voice Tab, you can also change some values of the User Voice setting:
Internal extension (not editable)
Transport: choose TCP/UDP/WS/WSS/TLS (according to the external phone used)
NatNAT: this variable changes the behaviour of Asterisk for Agent's access behind a firewall. Choose a value among the following: yes, no, force_rport, comedia, never, route
Allowed Codecs: audio Codecs to be used during the call. Choose a value from the list: ulaw, alaw, gsm, g722, g729, opus
Context: this value defines the User context (default and recommended value=from-sip)
Call Group: a call to the user’s phone is placed in one or several call groups
Pickup Group: the user user’s phone will be able to pickup pick up an incoming call if the call’s call group matches the user’s pickup group
Video support: Yes, No, Always
At the end, you must save the changes by clicking the Save Button: 
| Status | ||||
|---|---|---|---|---|
|
Client Logs Tab
From the Client Logs section of the single User, you can enable client-side logging for debug debugging and issue troubleshooting:
Click on the toggle button to enable all Client scopes
Select the minimum logging level:
There are 4 levels available. Below, the basic information in this regard:
DEBUG_LEVEL | DEBUG | LOGS |
ERROR | The ERROR level designates error events that might still allow the application to continue running | error log |
WARNING | The WARNING level designates potentially harmful situations | error log, warn log |
INFO | The INFO level designates informational messages that highlight the progress of the application at coarse-grained level. | error log, warn log, info log |
DEBUG | The DEBUG Level designates fine-grained informational events that are most useful to debug an application. | error log, warn log, info log, debug log |
This feature allows the logs file output on the server (i.e. client/role-username folder), for the Agent/User logs have been enabled.
| Note |
|---|
This feature generates high data traffic. So, it’s recommended to disable it when not neeed. |
Delete Users
To delete a User, find it in the User list
click on 
and on 3 dots button and then on Delete User:
The deleted users will be sent to Deleted members section
Export list of Users
To export the list of Users in CSV, select the list of Users to export by marking the checkbox on the left side and click on the icon Export 
button button.
🔑 User API KEY
From the API Key Manager button
(on the top-right of the header), you can Generate an API key:
Generate:
the API keyGenerate: when there isn’t an API key or old API key is removed, it's possible to generate a new API key (the button "Generate" is visible only if there isn't a previous ). Change a User password
Administrators Admins can change the User password: find the User from the Users list (you can use the search box on the top-right of the page to filter) , click on 
and and then Edit the User profile.
Now click on the Change Password icon 
(on the top-right of the header), insert the new password and save it:
According to XCALLY Motion Security rules, if the Security Suite is enabled, it must contain at least 8 characters and have at least 1 lowercase character, one uppercase character, one numeric character and one of the following special characters ~!@#$%^&-_=+[{]}.
In the same way, the Administrator Administrators can also change his/her personal their password, but in this case, the old one must also be provided:
User's Login Tips
What should the User do if he/she forgot
Socket Disconnection Error Message
If you encounter a network problem during your XCALLY Motion work session, you will be warned by this error message:
which will disappear when the connection is reestablished.
❓ FAQ
| Expand | ||
|---|---|---|
|
|
click on 
|
|
the user
|
|
About incorrect logins
Starting from XCALLY Motion version 2.4.2, Administrators can define what is the maximum number of incorrect login attempts that the system can allow: when the number of attempts allowed is reached, the account of whoever exceeds it is temporarily blocked. It can be unlocked:
manually by the Administrator (editing the blocked user account and clicking on the Unlock function of the Security Suite Section)
automatically, after a certain period of time in minutes (which must be specified by the Administrator in the Settings Security section).
Note: when this happens, the user is asked to contact the administrator to unlock the account.
Socket Disconnection Error Message
If you encounter a network problem during your XCALLY Motion work session, you will be warned by this error message:
which will disappear when the connection is reestablished
User Permissions for XCALLY Motion Versions before 2.1.0
Up to XCALLY Motion version 2.0.81 (included), you had to set appropriate permissions to every User in the Permission profile section in order to allow them to use each module and their resources:
In the Permissions section, the administrator can decide:
which module can be managed by the User with User Role (only enabled modules will be visible in the User Desktop)
which channel queues can be explored by the User with User Role (only enabled queues will show on the User Desktop)
| Warning |
|---|
By default a User does not have permission to any module and queue: remember always to set Users permissions to allow them to use the XCALLY modules and queues |
Add User permissions
The Admin can set Permissions to each User about:
Editing (Read, Edit, Delete or Read, Edit) where Users with Delete Permissions can also delete Channels Interactions:
Modules/Functions use, which enables the activities the user can do:
All changes are automatically saved and operational when you enable/disable a module or a function.
| Info |
|---|
About Custom DashboardsRemember that any Custom Dashboards you have created should be set to ON if you want the User can see them on the User Desktop:
|
-20230227-142557.jpg?version=1&modificationDate=1677507962398&cacheVersion=1&api=v2&width=102)
Add User permissions to Queues
To enable a user to see information about a queue, administrator must add the user to the queue.
| Warning |
|---|
Please note that information visibility in some sections (e.g. Dashboard, Agents, Queues, Realtime and Reports) is according to the queues the user is allowed to |
For example, if the administrator has enabled the user permissions to Agents, Voice Queues and Voice realtime modules, in these sections, the user will only see:
In Agents sections: the agents belonging to the assigned queue.
In Voice Queue section: the assigned queue.
In Voice Realtime section: information about agents, queues and queue calls in the assigned queue.
To add a user to a queue click on the Channels button 
to show the list of the queues for each channel and choose the one you want to open:
When you click on the icon referred to the chosen Channel (Voice, Chat, Mail, SMS, Fax, Dialer, Other Channels) the pop-up screen will show you the list of available queues for each of them: to add the user to one queue you just need to click on it
| Expand | ||
|---|---|---|
| ||
Your account may be locked if you have exceeded the maximum number of incorrect login attempts set by the admin. |
Related topics
| Filter by label (Content by label) | ||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
|