General Settings

• Min Internal: the minimum internal number (Extension) that can be assigned to Agents, Users and Telephones.

• Chat closing interaction timeout: time in minutes a chat session is automatically closed if unattended (default=30; 0=never) and disposed as Timeout

• RTL Support enable/disable switch - RTL Support for Arabic, Persian and Hebrew languages

• Stop Recording on voice call transfer: select this option if you want the recording to stop when a call is transferred. In case of blind transfer the recording will be stopped; in case of attended transfer the recording will be stopped only if the transfer is outbound (explore more documentation about it, by clicking here)

• Disconnection timeout: Time interval in minutes before an Agent is logged out after socket disconnection

• Enable audio split for voice recordings: Audio recordings will be split in several audio, one per participant. Consider that if you enable this option, no recording is saved if you select gsm as audio format, because it is incompatible. If you have some voice queues with gsm recording format, you will see this warning message with a link redirecting to the queues configured with this format

• Max attachment size in MB: Choose the attachments size limit in Omnichannel interactions (Allowed values are between 1 and 25) - remember to update nginx settings if necessary

• Max plugin size in MB (15MB by default): choose the plugin size limit (allowed values are between 1 and 50) - remember to update nginx settings if necessary

• Enable Voice Recording in new queues by default: enable the option to record automatically new voice queues (in the format selected below)

• End pause on single channel (disabled by default): this switch option allows agent to end pause only on specific channels (by activating a partial pause). If option is enabled, all webRTC agents can see on bar, when they pass in pause status, the opportunity to turn back in ready status also only on certain channels

• Invitation email: here you can select the created template (which includes the information about how to access, credentials, link) which can be sent by email to the new users or agents to login into the platform

• In invitation link base address you can instead indicate the Motion URL.
  These fields regulate the email sending and it is necessary to indicate both fields to send correctly the invitation emails.

• Reset password template: from XCALLY version 3.59.0 you can select the created template that will be sent by email to the users that have requested the reset password procedure.

The Settings → General → Motionbar section contains settings related to the XCALLY Windows Phonebar for Agents:

• Auto Updater: you can enable/disable all the Phonebar Updates (this feature requires at least the version 5.1.24.0 of the XCALLY Motion Phonebar on the workstation in use). If this switch is disabled, the agents will not be informed if a newer Motion Phonebar release is available. The default URL for autoupdating is displayed in the panel (the XCALLY Administrator can change it using a different repository).

• Remember Me: enables or disables the RememberMe feature on the Agent Phonebar

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• Split Report: Enable this flag to allow splitting of reports that exceed a configurable length. When enabled, default values for splitting are applied and can be adjusted as needed, per each format:

  • CSV

  • PDF

  • XLSX

     

In the Settings → General → Agent Omni Desktop Interface section, you can define several settings related to the agent’s experience while handling digital interactions:

• Enable Email Preview: enable the Agent to preview the last message exchanged in email interactions

• Search on Enter key: if selected, the search request is triggered only after pressing Enter.
  If not selected, the request starts automatically after typing at least 5 characters, or when pressing Enter.

• Message Alignment: chose the way you want the messages from the Agent and the Customer are displayed in the interaction view. The possible choices are: 

  • alternate (each message type is aligned to alternate sides of the the screen)

  • left (all messages of all types are aligned on the left side of the screen)

  • right (all messages of all types are aligned on the right side of the screen).

• Interactions Reload Timeout for each channel (Chat/Email/OpenChannel/SMS Channels and WhatsApp): enter here the value in seconds of how often you want the system to reload the interactions made for the channel in question (0 = real time update).

• Preview Recall Me Reminder Interval: Time interval in minutes before which notification will be sent to the Agent informing him/her about Preview Recall Me Call to be made. 

• Interaction tabs limit: Maximum number of tabs that can be opened on the Agent Omni Desktop interface (by default 20 tabs).

• Enable new tag view: only on email channel, agents will see tags as a folder-like list on the left
  FROM VERSION 3.53.0

• Enable close all button: by enabling this option, agents can close all open tabs. The “Close All” button will be shown after the minimum amount of open tabs configured here (by default 2 tabs).

• Search max days before limit: Maximum number of days Agents can set in Filtered Search. It represents the date range limitation (0 means no limitation) in filtered search for Agents Omnidesktop Interface in: Scheduled Calls, Voice, Abandoned calls, Recordings, Channels' Interactions sections. For example, if this value is set as 50 days, when Agents search last year Email Interactions, the system won’t show interactions and will return a message:

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Agent Idle Auto Logout Timeout

This setting defines the time interval (in seconds) before a WebRTC agent is automatically prompted with a disconnection warning due to inactivity.

When the defined time is reached without any agent activity, a modal appears with the message: “Disconnection due to inactivity.”

This helps ensure efficient resource usage and improves session security for idle agents.

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If the agent does not click "CONTINUE" within 60 seconds, they will be automatically disconnected.
Otherwise, clicking "CONTINUE" resets the inactivity timer.

FROM VERSION 3.40.0

• If you want, it’s possible to enable the Agent Assistant Quick button to add a quick open button in the sidebar to enable the Agent Assistant

FROM VERSION 3.45.0

• Enable Default pause to agents: this flag enables or disables the Default Pause function for all agents.
  The option is enabled by default and in this case if agent goes in pause status he can select Default pause. Otherwise with disabled flag, the agent is forced to select a specific pause (when he tries to click on Default Pause, a menu appears to choose a specific pause option)

FROM VERSION 3.45.0

• Enable reschedulation to agents: this flag enables or not the option for the agent to reschedule the email interactions

FROM VERSION 3.48.0

• Enable agents to close mandatory disposition dialog (via “X” icon): by switching on this option, even in case of mandatory disposition, the agent can close the disposition popup window, by clicking on X button.
  When agent clicks on X button, he/she will be in idle status.

In the Screen Recording section you can enter the path where the files generated by the screen recording feature will be saved.
If you prefer to use the default destination path (Video/AgentId_AgentName/<year>/<month>/<day>/), simply leave this field empty.

• Security Suite (Default=Enabled for new installations, Default=Disabled for installation updates): this setting enables a set of security rules for Administrators, Agents, Telephones and Users accounts. If these rules are not enabled, you have no constraints in password length or duration. If they are enabled, this  means that:

  • The secure password format allowed is:

    • 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 ~!@#$%^&-_=+[{]}.

  • The password is automatically reset and must be reinserted at the first user/admin or agent login (this doesn't apply to telephones): remember that the new password must be different from the old one.

• Password Lifespan: The number of days before the password expires and needs to be changed (this rule applies only to users/admin and agents, not to telephones)

• Voice Recording Encryption: if this option is enabled, the files containing voice calls recordings will be encrypted applying the AES-192 algorithm. This option will better protect your data from unauthorized use or file system breach and is highly recommended if in the stored voice calls there are sensitive or personal data. The encryption is turned off only if the files containing the voice recordings are accessed from the XCALLY user interface.

• Allowed login attempts before locking: in this field, the Administrator can set how many incorrect login attempts will be accepted before a user/agent becomes temporary blocked (Default=5; Unlimited=0)

• Minutes to wait before automatic unlock: in this field the Administrator can set the amount of time a user must wait after being blocked for exceeding the maximum number of wrong login attempts (Default=10; No automatic unlock=0).

• Enforce Password History: when this selector is enabled, every time you change your password the system prevents you from using one you have already used before (remember: by default when you change a password you can never reuse the current one). The number of previous passwords to be checked can be entered in the field made available when this selector is active. The value must be less than or equal to 12.

• Disable MFA for all users: If toggle button is checked, Multifactor authentication will be disabled for all users. Users won’t be able to enable or disable MFA.

• Enforce MFA login for Agents: Enforce agents to activate and use multifactor authentication to login

• Enforce MFA login for Users: Enforce users to activate and use multifactor authentication to login

• Enforce SSO login for Agents: Enforce agents to use single sign on authentication to login

• Enforce SSO login for Users: Enforce users to use single sign on authentication to login

• Privacy Policy switch set that allows you to enable masking the:

  • Email Addresses: insert the number of characters of the customers' email addresses you want to be masked to the Users/Agents for whom data protection with Mask Sensitive Data has been selected; 

  • Names: insert the number of characters of the customers' names you want to be masked to the Users/Agents for whom data protection with Mask Sensitive Data has been selected; 

  • Numbers: insert the number of digits of the customers' phone you want to be masked to the Users/Agents for whom data protection with Mask Sensitive Data has been selected;

You can activate or deactivate each of the switches related to the elements whose privacy you want to ensure.

• Cookies Banner: Enable/disable the Cookies banner for Administrators, Agents, and Users accounts.

• Login Mail Frequency (sec): insert here the Email Channel fetch frequency (in seconds).

  • Remember to restart the email service after the change (go to Settings → System Processes).

In the SSO section, you can Enable or Disable Single Sign-On with the following providers:

• Google 

• Active Direcory (Active Directory SSO)

• SAML (SAML SSO)

Each option allows you to configure secure and centralized user authentication, simplifying access management.

You can configure the following WebRTC settings:

• Auto Gain Control (AGC): Automatically adjusts the microphone volume to ensure a consistent audio level, regardless of the speaker's distance from the microphone.

• Echo Cancellation (AEC): Eliminates echo, reverberation, and other unwanted sounds that may occur due to acoustic feedback in the environment.

• Noise Suppression (NS): Reduces background noise from the surrounding environment, resulting in clearer audio for the listener.

In the Quality Analysis → General section, you need to configure the AWS bucket settings if you plan to use Quality Analysis with the AWS cloud provider.

• Language: specify the default transcription language

• Bucket: specify the bucket name — the Amazon S3 storage location where your transcription and analysis data will be uploaded.

In the Quality Analysis → A.I. Analysis section you can switch on/off the features that you desire to use:

• Transcribe: select the default account between OpenAI and AWS.

  • If you choose AWS, you will also need to specify the Transcribe Region by selecting the geographic region closest to you from the provided list.

  • If you choose OpenAI, simply select the Transcribe OpenAI account.

• Sentiment Analysis: Select the default account between AWS and OpenAI (available starting from version 3.50.0).

  • If you choose AWS, you must also specify the Sentiment Analysis Region by selecting the closest geographic region from the list.

  • If you configure OpenAI, just select the Sentiment Analysis OpenAI account.

• Post Call Analytics: Choose your Amazon Post Call Analytics account and specify the Post Call Analytics Region.

It is possible to enable MT users' presence visibility to Agents from their Omnidesktop Interface.

Enter the parameters of the application previously created in the Azure Portal: 

• MT Tenant ID: Insert the Directory (tenant) ID value

• MT App ID: Insert the Application (client) ID value

In the Date/Time section you can customize the formats of:

• Date/Time

• Date

• Time

• Duration

• Timezone

The configuration is applied to the entire XCALLY environment.