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📋 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 here 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:
V3 Voice Channel Quick Guides
Explore at this link how you can configure quickly voice channel