On this page |
|
| Note |
|---|
The Mobile App is in Beta Test and this documentation is work in progress. |
\uD83D\uDCCB XCALLY App
The new XCALLY Mobile App allows Agents to manage Voice channel for inbound/outbound calls and Motion Bull campaigns directly from the smartphone.
The language of the App corresponds to the one set on the smartphone.
The app allows the agent to receive inbound calls even if app is in background → find out how to
☑️ Requirements
| Panel | ||
|---|---|---|
| ||
GENERIC REQUIREMENTS ☑️ XCALLY App is only available on Apple device with iOS system (app for Android devices is work in progress) ☑️ Agents must be enabled on queues and contacts lists to manage ☑️ To use App, you must enable on license the option“Mobile Client” |
| Panel | ||
|---|---|---|
| ||
SPECIFIC REQUIREMENTS FOR BETA TEST ☑️ The App is developed only for Mobile agents which have transport UDP with unencrypted packages, while after tests there will be TLS, encrypted protocol ☑️ You need to create Mobile agents (typology available from version 3.33.0) |
| Panel | ||
|---|---|---|
| ||
PARTNER REQUIREMENTS TO ENTER IN TEST PHASE ☑️ During test, permissions are completely managed by our company, so Apple accounts associated to IPhone devices are required: you can share with us Apple accounts addresses by opening a ticket at this link, indicating as request “I would like to be inserted in your Apple Account to try the app”and sending us your emails→ in this way we can authorize your account, adding email address to our Apple account ☑️ To use the app, you must have iOS minimum from version 13.0 ☑️ On XCALLY Firewall you must enable the incoming (IN) port 5060 (UDP). For beta test, push gateway uses IP 35.180.251.85, while for stack SIP we’re using IP 35.180.85.182 (after beta test we’ll provide a procedure to install push gateway and stack sip on the same server though docker). |
⚙️ Configuration
Mobile Agent creation
To use Mobile App, it’s necessary to create Mobile agents going on Staff → Agents → +
You need to insert:
Full Name of the Agent
Username: used to login (only letters, numbers or special characters like ._ are allowed)
Alias: an alternative name for the Agent, which can be used to hide the real agent login name (e.g. in canned answer, email template, chat and so on)
Typology Mobile
Email: the Agent email address. This field is used to receive a link to reset the password anytime the agent forgets it
Password: insert here the password
By default, an Internal number (Extension) is automatically generated. You can manually specify the internal number you want to assign to the agent by editing his/her profile.
Description (not mandatory)
Optionally, you can enable Voicemail to automatically create a voicemail box for the agent.
Finally, click on ADD AGENT
Then you can edit the agent account if you need: https://xcally.atlassian.net/wiki/spaces/XM/pages/1940161571/V3+Agents#Edit%2FModify-an-Agent
The created agent must be added to specific queues by clicking on channel button → voice button:
You can select one or more queues and if you want you can indicate an agent penalty to specific queues
Moreover, it’s necessary to enable agents to contacts view → See how to add an agent to a specific contact list
Download
Agent can easily download and install the XCALLY App Mobile on Apple device, following this procedure:
We will add your Apple account in our App Store Connect to allow you to test our App
You will receive an invitation e-mail, from TestFlight
From the email, click on the dedicated link to download TestFlight
When opening the App, TestFlight will notify that you have been added to the XCALLY Beta Test and you can start testing by inserting then the code sent to you
5. So you can proceed to install the Beta version of the XCALLY Mobile App
6. Click on App icon and open it
Login
By clicking on the agent can login
In the text field Domain/IP insert the name of XCALLY server.
If the name of the Domain is not available, it is possible to insert the IP address
-20240304-092902.png?version=1&modificationDate=1709544550243&cacheVersion=1&api=v2&width=400)
Then, agent has to insert username, not the email, and password. If you have lost, or you cannot remember your password, just click on Forgot Password to recover it
Insert your email in the specific text field and complete the password restoring process
| Info |
|---|
|
💡 How does it work?
User Profile
By clicking on this icon the agent can enter the section relative to personal profile
From this interface it is possible to view Assigned Services, Privacy Policy and Logout.
If the agent wants to set a pause status can click on:
This button
to start a default pause This button
to choose a custom pause (see screen below)
On Assigned services interface, Agent can see the list of queues to which he/she is assigned
By clicking the button you can customize your pause,
for example, selecting VIDEO TERMINAL, TEAM MEETING and so on.
Internal messaging
Clicking on the agent can open the internal messaging section to chat with other agents/users connected to XCALLY
Selecting a contact, agent can manage the conversation
Interactions
By clicking on Interactions section, the agent can select on top of the page the different types of calls:
Internal, calls handled by internal routes, so calls received from the agent on internal route (not calling directly the internal number)
Inbound
Outbound
Dialer (at the moment preview campaign are not supported)
Below there is the list of managed calls with the relative info, such as Contact Name/Number, Start date, End date and time.
-20240321-095101.png?version=2&modificationDate=1711014912631&cacheVersion=1&api=v2&width=379)
By clicking on a specific interaction it is possible to see details about it
Contacts
By clicking on Contacts section, it is possible to view the different contacts, belonging to the relative List, for which agent is enabled.
It’s also possible to filter by list, clicking on and select a specific list to view the relative contacts:
By choosing a contact, the agent can see the details.
By clicking on EDIT CONTACT, it is possible to modify them
In this way agent can edit first and last name, landline, mobile and E-mail and click on Save
While in Costumer Journey tab, it’s possible to see all touchpoints had on the different channels (calls, chat, emails and so on)
Activities
By selecting Activities icon, agent can manage the phone calls
When there is a new incoming call, the agent can:
Mute the call
Put the speakerphone
Open the internal messenger
Transfer the call (see below how to)
Pause the call
Start a call recording
To transfer a call, the agent can click the highlighted button
And select Start new conversation (to begin an attended transfer, so to notify the other agent), or Direct transfer (to begin a blind transfer, as you can see in the screen on the right)
When selecting Direct transfer, the other agent directly receives the incoming call
It is possible to digit the number also from the keyboard, by clicking on the number space and keyboard appears
And you can also use copy and paste functions in that field
Troubleshooting
If you need assistance using App, you can open a ticket at this link