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\uD83D\uDCCB What’s about

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The new XCALLY Mobile App allows Agents to manage Voice channels for inbound/outbound calls and Motion Bull campaigns directly from the smartphone. With XCALLY Mobile agents are available anytime, anywhere.

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

(blue star) Requirements

GENERIC REQUIREMENTS

  • XCALLY App is available on Apple devices with iOS system and on Android devices

  • You need to create Mobile agents (typology available from version 3.33.0) and they must be enabled on queues and contacts lists to manage

  • To use the App, you must enable on the license the option “Mobile Client” and have Mobile Agents

  • You need a valid HTTPS certificate

  • You need to install your own push gateway (with push gateway and stack sip on the same server through docker) by following this guide

REQUIREMENTS TO USE APP FOR iOS

  • You must have iOS minimum from version 13.0

  • For the Voice channel, to allow the voice connection, it is necessary to open RTP ports (according to the provider).

REQUIREMENTS TO USE APP FOR ANDROID

  • Required operating system: minimum Android 9

  • For the Voice channel, to allow the voice connection, it is necessary to open RTP ports (according to the provider).

⚙️ Agent Configuration

Mobile Agent creation

To use Mobile App, it’s necessary to create Mobile agents going on Staff → Agents → +

To create Mobile agents, you need to enable them on your license

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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:

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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

(blue star) Download App for iOS

Agent can easily download and install the XCALLY App Mobile on Apple device, at this link https://apps.apple.com/us/app/xcally-mobile/id6502697252 following this procedure:

1. You can search XCALLY on Apple Store and click on View

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2. Install the app and then open it

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  1. On your smartphone, you can click on App icon to launch it

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  1. When a new version is available, by entering in Apple Store you can update the XCALLY App

(blue star) Download for Android

Agent can easily download and install the XCALLY App Mobile on Android device, following this procedure:

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  1. Open Google Play and search XCALLY Mobile

  2. Install the application

  3. On your smartphone, you can click on App icon to launch it

  4. When a new version is available, by entering in Play Store you can update the XCALLY App

💡 How does it work?

Login

By clicking on (blue star) the agent can login

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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

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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

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Insert your email in the specific text field and complete the password restoring process

  • If you try to access as user, there will be a redirect for filling out a specific form

  • If you try to login without license permission, an error message will be displayed (after inserting server domain)

  • If the white label is enabled, a custom logo will be shown after entering the server domain (the logo has to be uploaded in png or jpg)

User Profile

By clicking on this icon (blue star) the agent can enter the section relative to personal profile

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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 (blue star) to start a default pause

  • This button (blue star) to choose a custom pause (see screen below)

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On Assigned services interface, Agent can see the list of queues to which he/she is assigned

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By clicking the button (blue star) you can customize your pause,
for example, selecting VIDEO TERMINAL, TEAM MEETING and so on.

Internal messaging

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Clicking on (blue star) the agent can open the internal messaging section to chat with other agents/users connected to XCALLY

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Selecting a contact, agent can manage the conversation

Interactions

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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.

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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 (blue star) and select a specific list to view the relative contacts:

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By choosing a contact, the agent can see the details.
By clicking on EDIT CONTACT, it is possible to modify them

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In this way agent can edit first and last name, landline, mobile and E-mail and click on Save

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While in Costumer Journey tab, it’s possible to see all touchpoints had on the different channels (calls, chat, emails and so on of interactions closed with a disposition)

Activities

By selecting Activities icon, agent can manage the phone calls

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When there is a new incoming call, the agent can:

  1. Mute the call

  2. Put the speakerphone

  3. Open the internal messenger

  4. Transfer the call (see below how to)

  5. Pause the call

  6. Start a call recording

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To transfer a call, the agent can click the highlighted button

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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)

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When selecting Direct transfer, the other agent directly receives the incoming call

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It is possible to digit the number also from the keyboard, by clicking on the number space and keyboard appears

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And you can also use copy and paste functions in that field

(blue star) Troubleshooting

If you need assistance using App, you can open a ticket at this link

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