V3 Voice Channel Setup
- XCALLY Knowledge (Unlicensed)
- Product Knowledge
On this page |
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.
Voice Channels sections
To configure a priority to several queues at global level, you can configure queues groups
Here you define how to manage internal, inbound and outbound calls
To manage call routing and define call processing behaviour
In this section, you can create an application a caller uses to leave a voice message
To define the music on hold for customers in the waiting queue
This section shows all the calls recorded and allows you to listen to their contents
Group of filters created with AWS cloud provider to analyse voice recordings
Supervisors can listen to agents' calls, to whisper or barge into a conversation
Here you can define a list of service-based prefixes to mark an outgoing call with it
To view calls or queue interaction details
Here you can monitor the status of agents, pbx, trunks and view real-time information
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
In this section, you find a summary of the most important configuration steps to follow to set up the Voice Channel. Click on the content displayed on the right to access the documentation pages.
Inbound Calls
This quick guide aims to get you started handling inbound calls.
Inbound calls are calls initiated by customers. To handle incoming calls, you first need to subscribe to a VOIP SIP service provider (or to a legacy Telco provider via PSTN-SIP Gateway) that will provide you with the phone number(s) and route calls through a SIP trunk to your XCALLY system.
Look at V3 Internal Calls if you want to test your system without configuring a SIP trunk.
Follow these steps to start receiving inbound calls in a specific queue:
Step 1. Create a Trunk
Trunk is a SIP connection between your phone system and a VOIP provider. Your VOIP service provider will provide you with information like Trunk Username, Password and Domain to register XCALLY to their trunking system.
Step 2. Create an Agent
You can quickly create a new Agent to manage calls using the XCALLY Phonebar.
Step 3. Create a Queue
Choose the Queue Strategy for call routing and set your first Queue!
Step 4. Add the Agent to the Queue
Agents associated with the Queue will receive the incoming calls, according to the chosen strategy.
Step 5. Create an Inbound Route
You have to create an inbound route for every number you have purchased from your VOIP provider such that an incoming call to a specific number will be routed to its respective inbound route. In this way, you will be able to perform different functions.
Let’s say you have purchased 31336260211; you need to create the related inbound route.
Step 6. Add an Application in the Inbound Route
You can route incoming calls to 31336260211 to a Queue for managing the calls by agents. Go to the inbound route/actions, add the Queue application and select the queue.
Step 7. Login the Agent
Log in to the agent that belongs to the queue with XCALLY PhoneBar to manage the calls.
Step 8. Answer the Call!
Call your configured number. The logged Agent can now answer the call using the XCALLY Phonebar!
Outbound Calls
This quick guide aims to help you make a quick configuration to handle outbound calls. To make outbound calls, you will have to configure an SIP Trunk hence you first need to subscribe to a VOIP service provider that will route the outgoing calls through an SIP trunk and to recipients.
Follow these steps to start making outbound calls:
Step 1. Create a Trunk
Trunk is a SIP connection between your phone system and a VOIP provider. Your VOIP service provider will provide you with information like Trunk Username, Password and Domain to register XCALLY to their trunking system.
Step 2. Create an Agent
You can quickly create a new Agent to manage calls using the XCALLY Phonebar.
Step 3. Create an Outbound Route
When you make an outgoing call, the system analyses the dialled number and decides through which outbound route (extension) the call should be routed to. This is achieved by using a pattern.
Click here for more information about pattern matching
For now, let’s use _X. pattern to route all dialled (outgoing) calls to the same route. _X. which matches any phone number starting from 0-9 plus at least one other number.
Step 4. Add the application to the Outbound Route
Go to the outbound route/actions, add the Outbound Dial application select the Trunk through which the calls will be placed and click Save.
Step 5. Login the Agent
You are done. If you log in with XCALLY PhoneBar and dial a number like 3298334567, the call will be routed to the callee.
Make sure you have properly configured the trunk to properly route outgoing calls.
If you have not installed yet the PhoneBar, please follow this procedure: Phonebar Installation
Internal Calls
You can test your system by making and receiving internal calls without the need to configure a trunk. You can create internal routes with short numbers like 6000 such that any phone within the Motion system dialling these numbers will be routed to its respective internal route. In the route, you can play a Playback sound file, route calls to an IVR, route calls to a queue or perform any available applications.
Let's start routing internal calls to an auto-attendant IVR application where calls are dispatched to different queues depending on the choice pressed by the caller.
Step 1. Create an Agent
You can quickly create a new Agent to manage calls using the XCALLY Phonebar.
Step 2. Create a Queue
Choose the Queue Strategy for call routing and set your first Queue
Step 3. Add the Agent to the Queue
Agents associated with the Queue will receive the incoming calls, according to the chosen strategy.
Step 4. Create an IVR project
Create an IVR Project with CallySquare
Step 5. Add an application in the Internal route
Go to the internal route/actions, add the Cally Square application and select the project.
Step 6. Login the Agent
Log in to the agent that belongs to the queue with XCALLY PhoneBar to be able to manage the calls.
Step 7. Start a Call!
Dial the internal number from one agent. You will hear the playback message asking you to press a digit based on your preferred service. If you make a valid choice, you will be routed to one of the respective queues and agents logged in the queue can now answer the call using the XCALLY Phonebar!