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Who are the Users?

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).

Users with admin role 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 them

  • Create and update lists in 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 role 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 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, emails (or any other communication the Agent is participating in with Customers), ensuring the quality of them, and analyze 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 and manage escalation rise, reaching service levels and objectives set forth by management.

See the User Profile Documentation for further information. 

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.

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

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)

About User Profiles
Remember: The User Profiles are available starting from version 2.1.0. 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 the Auto Generate off.


Modify a User

After the Users are created, you can view them in the list of users:

You can edit, modify or add information in a User account, just clicking on the three-dots menu and then on Edit:

Now you can modify the info related to the chosen User in the relative tabs:

Account

  • In Personal Info tab you can edit and modify the general information inserted (except for the Role and Username).
    For User Role you can also change User Profile

  • In the Security Suite Section of Admin Role you can see:

    • the last password reset time and date (if there is any). This value is shown only if the Security Suite feature is enabled in the Admin Settings 

  • In the Security Suite Section of User Role, you can:

  • check the last password reset time and date (if there is any). This value is shown only if the Security Suite feature is enabled in the Admin Settings

  • Disabled: switch on to disable the User Account (this action can be reverted, switching the toggle off)

  • Locked:  if the user's account has been locked out after a number of failed login attempts, switch it off to unlock it. 

  • In the Authentication section:

    • you can active directory SSO, to login with the Active Directory credentials

    • disable MFA for the User, when active

  • In the Change Avatar section, if you want to change the User Avatar click upload and select the image file (Only PNG and JPG formats - max 8MB)

  • Internal messenger

If the toggle button is switched on, when receiving a new Internal Message, the admin/user will be notified by a sound. 

Voice

In the Voice Tab, you can also change some values of the User Voice setting:

Where:

  • Transport: choose TCP/UDP/WS/WSS (according to the external phone used)

  • Nat: 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 phone will be able to pickup an incoming call if the call’s call group matches user’s pickup group

At the end you must save the changes clicking the Save Button: 

Client Logs Tab

From the Client Logs section of the single User, you can enable client-side logging for debug 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.

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 then on Delete User:

Note: the default Admin cannot be deleted!

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.

API KEY

  • From the API Key Manager button (on the top-right of the header), you can Generate an API key:

Once an API Key has been generated, you can change or remove it. Just click on the same button again and then choose your action:

  • Regenerate: to generate a new API key

  • Remove: to remove any previously created API key

  • Copy: to copy a new API key

Change a User password

Administrators 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 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 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 ~!@#$%^&-_=+[{]}.

In the same way the Administrator can also change his/her personal 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 the password?

  • open the login panel

  • click on 

  • Enter the e-mail address associated to the login name

  • the user will receive a link via email. Click on this link and change the password (This link expires in one hour: if the user cannot use it, it’s necessary to start a new reset procedure). 

This function works only if SMTP service is set properly.

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)

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.

About Custom Dashboards

Remember that any Custom Dashboards you have created should be set to ON if you want the User can see them on the User Desktop:


For example: you can configure a User (User Role) with the permissions enabled only to use Dashboards, Contacts Manager, Realtime Sections of each module, Chanspy and so on, and the User Desktop view will dynamically change in order to show only the applications and actions allowed:

Add User permissions to Queues

To enable a user to see information about a queue, administrator must add the user to the queue.

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

Remember the changes are immediately effective! So user does not even have to logout, but he/she is directly placed in the queue



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