V3 Voice Channel Setup
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 a a routing logic configured to the Queue they belong to.
In Voice Section you find:
Queues: where you can configure queues dedicated to voice interactions, which the Agents can belong to (routing mechanisms, teams management, and so on)
Routes: where you define how to manage internal, inbound and outbound calls (contexts, applications, intervals, and so on)
Realtime: where you can monitor the status of agents, telephones and trunks and view realtime information about queues and outbound calls
Voice Recordings: this section shows all the calls recorded and allows you to listen to their contents
Voicemails: in this section you can create application used by a caller to leave a voice message
Chanspy: this feature enables Supervisors to listen to agents calls, as well as to whisper or barge into a conversation
Out Prefixes: here you can define a list of service based prefixes in order to mark an outgoing call with it
In Admin Tools you find useful features to manage voice channel:
Trunks: where you must configure the SIP connection between your phone system and a VOIP provider for inbound/outbound calls
Time Intervals: that 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 video below:
Click on the name of the topic to go to the related wiki page:
