V3 Users

On this page

📋 What’s about

XCALLY Motion Users can be either Administrators or Supervisors: they belong to the same Staff category (Users) but have a different role (Admin role versus User role).

Users with admin roles 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 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 roles 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, and analysing the channels quantitative usage reports to track the volume of interactions per unit of time (day, week, month, etc). They can coach their Agents to prevent customer complaints 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 (Users with Admin Role) share the same U.I., although their abilities may differ.

Check on this page how to log in and get started in the system.

💡 The User Section

You can find the User section under the Staff menu.

Create a User

To create a User with Admin or User Role click the + insert New User button under the Users Section:

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 ~!@#$%^&-_=+[{]}.

✏️ Modify a User

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

Account

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

In the Security Suite Section of the 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’s phone will be able to pick up an incoming call if the call’s call group matches the user’s pickup group

At the end, you must save the changes by clicking the SAVE button

Client Logs Tab

There are 4 levels available. Below, is 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:

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 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 Administrators can also change their password, but in this case, the old one must also be provided:

🧞‍♂️ User's Login Tips

What should the Users do if they forget the password?

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 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 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 used, which enable 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, the 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 the Voice Queue section: the assigned queue.
In the 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 referring 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