Phonebar Agent

On this page

1 Overview
2 Getting Started with XCALLY Phonebar
3 Commands and Functions List
4 Settings
5 How to use the XCALLY Phonebar
6 Troubleshooting
7 Related topics

Overview

XCALLY Phonebar is an always-on-top desktop application designed for Customer Care Agents to manage incoming and outgoing calls.

The Phonebar is accessible to Agents and Users.

Agents can access specific Phonebar functions based on their assigned profile, which is configured by an Administrator or Supervisor. Access is typically aligned with skill levels, role-based responsibilities and assigned queues.

Agents will only manage calls from the queues to which they are assigned and can perform only the actions explicitly enabled in their profile.

Phonebar features are dynamically customized based on Agent credentials. When logging in, the application adapts its functionality according to the logged-in Agent’s configuration.

Getting Started with XCALLY Phonebar

To start using the XCALLY Phonebar application:

Launch the Application
Open the Phonebar from the Windows start menu or double-clicking the desktop icon.
Login
When the login panel appears, enter the Host address and your Agent credentials.
If the Security Suite is enabled, at the first Login, the Agent will be asked to set a new password.
Select language
Choose your preferred language for the Phonebar interface. By default, the application uses the same language as your desktop system).
Save Login credentials
Check the "Remember me" box to save your credentials for future sessions.

Active Directory (AD) Login Support

FROM VERSION 5.3.0.0

Starting from Phonebar version 5.3.0.0, if your server supports Active Directory (AD) Single Sign-On (SSO) and the option is enabled under Settings → General → SSO, you can log in using your AD credentials by clicking the "Login with Active Directory" button on the login screen.

Select an Agent Profile

If your Agent account is associated with multiple Agent Profiles, a profile selection dropdown will appear after login.

Select the desired profile to proceed.
Agents can see different associated profiles in addition to personal one

Commands and Functions List

Icon	Function	Keystroke

Icon	Function	Keystroke
	Command Menu to access Agents Presence, Queues List, Messenger and Video Recording
	Set Speakers OFF/ON
	Set Mute ON/OFF
	Enable/disable ringtone
	Status of network/socket connection: Green connected - Yellow not connected
	Call History panel (badge number, if any, refers to missed calls)
	Field used to type the number to call (special character + is allowed)
	Screen Recording Start/Stop button. The icon turns red and blinks when the recording is in progress
	Dial pad	Ctrl+D
	Start the call
	Open the Omni Desktop Interface
	Set Pause status By clicking on pause icon while you are busy in call, you book a pause to result in pause status at the end of the current call (without receiving new interactions until you click on green icon)	Ctrl+P
	In Pause Status, click on the green icon to set Ready Status	Ctrl+R
	Show Settings	Ctrl+S
	Log out	Ctrl+F4
	Click in the upper right corner to minimize the application	Ctrl+M

In-Call Functions

Icon	Function	Keystroke

Icon	Function	Keystroke
	Answer	Ctrl+A
	Hang up	Ctrl+H
	Transfer	Ctrl+T
	Hold	Ctrl+O
	Record

Busylight on XCALLY Phonebar

XCALLY Phonebar supports Busylight devices Alpha Model 2 (0x3BCE) and Omega Model 2 (0x3BCF)

Settings

Clicking on the avatar Icon next to the Agent Name, the Agent can access to the Phonebar Settings

Profile

The Profile section displays:

Agent's Full Name and Username
Agent's extension number
the actual XCALLY server address

Change Password

If the Security Suite is enabled by the Admin, at the first login or after the expiration date, the Agent must change the password, following the security rules about the password syntax:

Minimum length of 8 characters
At least one lowercase letter
At least one uppercase letter
At least one digit
At least one symbol in the range ~!@#$%^&-_=+[{]}

Services

The Services section allows the Agent to set some call features like:

Auto Answer: automatically pick up calls after a set delay (i.e. 20 seconds). The Auto Answer red icon is shown on the Phonebar
Call Forwarding (Unconditional): if enabled by the Admin, this feature allows incoming calls to be automatically forwarded to a specified number. The Agent can configure the forwarding number and activate the feature for the current work session.

If the Administrator has not enabled the Services settings for the Agent's profile, the Agent will not have access to the related features.

When this occurs, the following alert is displayed in the interface:
"Services are not enabled!"

Audio

Volumes

In the Audio section you can set the audio devices, like speakers and microphones, or the ringtone volume.

Local Sounds: Ring Back

Enable or disable the ring back tone. The ring back (also known as ring back tone or ringing tone) is a signaling tone heard by the Agent—the caller—while the destination device is being alerted.

About

This section displays the current software release and version installed on the Agent's desktop.

Software Update: if AutoUpdater is enabled in Settings → General → AutoUpdater, the system will automatically check for available XCALLY Phonebar updates and prompt the user to install the latest version. This feature can be disabled by the Administrator: in this case, the Agents can download the new version using the button in the Setting Section.
Documentation: access the official XCALLY Agent documentation, including Phonebar and Omni Desktop guides.

How to use the XCALLY Phonebar

Agent Status

Agents can initiate a Global Pause using the Pause button on the Phonebar. Once activated, the default pause timer is displayed.
To resume availability and end pause, click the Ready (Play) button.

If the Administrator has configured specific pause types (e.g., Backoffice, Lunch Break), these will be available in the Pause Type List. Agents can select the appropriate pause reason from the dropdown.

Agents can also initiate a Partial Pause for specific communication channels:
- Open the Available Channels List.
- Click the desired channel name(s) to apply the pause.

When a Partial Pause is active on multiple channels, the Phonebar will display each paused channel and the respective timer.

For example, If the Agent selects Voice from the channel list , they will be in Ready status for Voice only, and in Pause status for all other channels.

If the server is busy, the Pause button will appear greyed out and become temporarily inactive. This prevents repeated clicks during delayed pause activation

Start/Stop Pause

In addition to manual controls, a pause can be triggered in the following scenarios:

Automatic Pause: initiated when an Agent must complete a mandatory action (e.g., entering a disposition). The pause will automatically end once the required action is completed.
Supervisor-Initiated Pause: a Supervisor can trigger a pause remotely via the Realtime Monitor interface.

Display calls in queue

Starting from Phonebar version 5.9.0.0, a queue call badge is available to display the number of incoming calls currently waiting in the queue.

This badge appears as a visual indicator on the Phonebar.
It shows a real-time count of queued calls assigned to the Agent’s queues.
The number increases when new calls enter the queue and decreases as calls are answered or removed.

This feature helps Agents monitor queue volume and manage workload more effectively.

Place a call

To initiate a call:

Enter the name or number in the call entry field
or click the Dialpad icon to digit the desired number

Click the Call button

or press Enter to start the call. The call panel will appear as shown below:

You can select a contact to call from the following sources:

Calls History – select from your recent calls.
Contact Information Panel – use the contact details displayed in the Omni Desktop Interface.
Agents Presence List – if you want to call another agent.

If the call must be associated with a Service, and the agent is linked to that service (via an Out Prefix), you can select the appropriate service from the list provided.

This option is available only if Service Prefixes have been defined and the agent is configured to use them.

Note: An administrator may configure this setting as mandatory for all outgoing calls placed by the agent.

Place New Calls

To place a new call without ending the current one, initiate the call as you normally would.

A second call panel will appear alongside the existing one. The original call is automatically placed on hold.

End a Call

To end an active or on-hold call, click the End button

on the call panel. The panel will close automatically after a few seconds.

Handle Incoming Calls

When an incoming call is received, a call panel appears displaying caller information.

Use the buttons on the panel to manage the call:

To answer the call: Click Answer button
from the call panel.
To decline the call: click Decline button
from the call panel
To forward the call: click Forward button
. A transfer window will open: enter the name or the number you want to transfer the call to, then confirm the action.

Handle an Ongoing Call

While a call is in progress, its details are displayed in the call panel.

You can use the available buttons and icons to manage the call:

Hold the call: Click Hold button
. To resume the call, click the Resume button
)
Transfer the call: Click Transfer button
. You can perform either a Blind (Unattended) Transfer or an Attended Transfer (see section below for details).
End the call: Click Hangup button

A default pop-up window also appears, providing the agent with useful information about the ongoing call.

Transfer a Call

Phonebar allows multiple methods to transfer an active voice call. You can explore detailed documentation on this topic here.

You can choose among the following three call transfer methods:

Blind (unattended) transfer

Agent1 transfers the call directly to Agent2 without speaking to them first.

Attended Transfer

Agent1 answers the call and places them on hold

Agent1 calls Agent2 (and they speak privately.) After that Agent1 transfers the call to Agent2

Conference Transfer

Agent1 places the calls on Conference (Agent 1, Agent 2 and Customer speak together)

Record a Call

Agents can manually start and stop call recording during an active conversation. The feature is enabled in their Advanced Settings by the Administrator.

To start recording, click the Record button
The system will begin recording and display a list of active recording files, along with control buttons.
To stop recording, click the Stop button.

To resume recording, click the Start button again.

These actions can be repeated as needed.

The Agent can start a new separate recording clicking on

Agents can create a maximum of two separate recordings per call.

All voice recordings are accessible for Supervisor review.

Endpoint for start and stop call recording

^{Starting from version 5.7.0.0 this endpoint has been added to start call recording:}
^{http://127.0.0.1:9888/api/startVoiceRecording/{sessionid}?filename={filename}}

_Answer_:
_{
_{"message": "Start audio recording accepted",}
_{"callUniqueId": "1726143316.304",}
_{"fileName": "1726143316_304_20240912141526465_test",}
_{"mixMonitorId": "0x7f65c4013df0"}
_}

^{And this enpoint has been added to stop call recording:}
^{http://127.0.0.1:9888/api/stopVoiceRecording/{sessionid}?filename={filename}&mixmonitorid={mixmonitorid}}

_Answer:
^{
^{"message": "Stop audio recording accepted",}
^{"callUniqueId": "1726143316.304",}
^{"fileName": "1726143316_304_20240912141526465_test",}
^{"mixMonitorId": "0x7f65c4013df0"}
^}