Voice Channel Setup

Overview

The XCALLY Motion Voice Channel enables you to configure how inbound, outbound, and internal voice calls are managed within your contact center.

When a voice call is received, available agents are alerted based on the routing strategy assigned to their respective queues. This ensures efficient call distribution and optimized customer service workflows.

Voice Channels sections

Queues

You can configure queues dedicated to
voice interactions

Queues Groups

To configure a priority to several queues at global level,
you can set queues groups

Routes

Here you define how to manage internal,
inbound and outbound calls

Context

To manage call routing and define
call processing behaviour

Voicemails

You can create an application a caller
uses to leave a voice message

Music on Hold

To define the music on hold for customers
in the waiting queue

Voice Recordings

This section shows all the calls recorded and
allows you to listen to their contents

QA Categories

Group of filters created with AWS cloud provider
to analyse voice recordings

Chanspy

Supervisors can listen to agents' calls, to whisper
or barge into a conversation

Out Prefixes

Here you can define a list of service-based prefixes
to mark an outgoing call with it

Calls and Queues Inspectors

To view calls or queue interaction details

Realtime

Here you can monitor the status of agents, pbx,
trunks and view real-time information

Tools

In the Admin Tools section, you'll find key features for managing Voice Channels:

• Trunks: configure SIP connections between your phone system and a VoIP provider for handling calls.

• Time Intervals: define specific time ranges during which certain applications can run

• Voice Triggers: set up automated actions based on predefined call conditions.

These tools help streamline voice communication setup and automation within XCALLY Motion. Explore videos guide to manage inbound and outbound calls:

Voice Channel Quick Guides

This section provides a concise overview of the essential steps to configure your Voice Channel. Click on the topics on the right to access detailed documentation pages.

Inbound Calls

This guide helps you get started with handling inbound calls, which are calls initiated by customers.

To receive inbound calls, you must subscribe to a VoIP SIP service provider (or a legacy Telco provider via PSTN-SIP Gateway) who supplies phone numbers and routes calls to your XCALLY system via SIP trunks.

Steps to receive inbound calls in a queue:

1. Create a trunk: a trunk is a SIP connection between your phone system and your VoIP provider. You will receive credentials such as Trunk Username, Password, and Domain from your provider to register XCALLY to their system.
   
   

2. Create an agent: quickly set up an Agent who will handle calls.
   
   

3. Create a Queue: define your queue and choose a routing strategy for call distribution.
   
   

4. Add the agent to the queue: agents assigned to the queue will receive calls based on the chosen strategy.
   
   

5. Create an inbound route: for each phone number you purchase from your VoIP provider, create a corresponding inbound route. This enables routing and applying different functions per number.
   Example: If you have the number 31336260211, create an inbound route for it.
   
   

6. Add an application in the inbound Route: assign the inbound route to a Queue by adding the Queue application and selecting the relevant queue.
   
   

7. Agent login: the assigned Agent logs in using the XCALLY Phonebar or webRTC to manage calls.
   
   

8. Answer calls: call the configured number and the logged-in Agent can answer using the Phonebar or webRTC.

Outbound Calls

This guide helps you configure outbound calls, which require a VoIP service provider and SIP trunk for routing calls externally.

Steps to make outbound calls:

1. Create a Trunk: set up the SIP trunk with your VoIP provider using credentials like Username, Password, and Domain.
   
   

2. Create an Agent : Quickly create an Agent to manage outbound calls via the XCALLY Phonebar/webRTC.
   
   

3. Create an Outbound Route: the system routes outgoing calls based on dialed number patterns. For example, the _X. pattern matches any number starting with digits 0-9 followed by one or more digits, routing all calls through the same outbound route.
   
   

4. Add the application to the Outbound Route: add the Outbound Dial application to the route, select the trunk for outgoing calls, and save.
   
   

5. Login the Agent: log in the Agent using XCALLY Phonebar or webRTC. Dial a number (e.g., 3298334567) to place the call.

If your agents haven't installed the Phonebar yet, please follow the Phonebar Installation Guide

Internal Calls

You can test your system with internal calls without configuring a trunk by creating short number routes (e.g., 6000). Calls dialed internally are routed to these internal routes, which can play sound files, route calls to IVRs, queues, or other applications.

Example: Routing internal calls to an auto-attendant IVR

1. Create an Agent : set up an Agent to handle calls via XCALLY Phonebar or webRTC.
   
   

2. Create a Queue: choose the Queue Strategy for call routing and set your first Queue.
   
   

3. Add the Agent to the Queue: assign Agents to receive calls routed to this queue.
   
   

4. Create an IVR project: build an IVR Project using CallySquare
   
   

5. Add application to Internal route: add the CallySquare application to the internal route and select your IVR project
   
   

6. Agent Login: Log in with XCALLY Phonebar or webRTC to manage calls.
   
   

7. Start a Call: dial the internal number. You will hear a playback message prompting you to select an option. Based on your choice, calls are routed to the corresponding queue, where logged-in agents can answer via Phonebar or webRTC.

FAQ