XCALLY V3 Overview

Why choose XCALLY?

XCALLY provides several benefits:

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• Multiple Channels, One Centralized System: even when customers interact with your contact center across multiple communication channels, all interaction data is stored in a single, centralized environment.
  For example, a customer may initiate a live chat, follow up with a voice call, and later send an email. All these interactions are logged in a unified Timeline, providing agents with full visibility into:

  • Previous interaction history

  • Communication channels used

  • Associated services or queues

  • Date and time of each interaction

  • Interaction status

  • Value-added metadata (e.g., Tags and Dispositions) for enhanced classification

  This ensures that any agent handling the customer has the complete context needed to deliver efficient and personalized support.

• Faster Resolution Through a Unified Interface: by managing all customer communications — including live chat, email, voice, and social media — within a single, integrated platform, support becomes faster and more effective.

  Agents can deliver real-time assistance through the customer’s preferred channel, reducing response time and improving issue resolution rates.

• Enhanced Customer Experience and Loyalty: providing consistent, seamless service across all channels increases both customer satisfaction and brand loyalty.

  With full access to the customer's interaction history, agents can offer personalized support that makes customers feel recognized and valued. The ability to switch between channels without losing context enables a smooth and continuous customer experience.

• Blended Self-Service and Live-Agent Support: most customers prefer to resolve issues independently before reaching out to a human agent. XCALLY enables this with Cally Square, an intuitive IVR designer that supports advanced self-service workflows.

  Key features include:

  • Handling of frequent and repetitive inquiries through self-service

  • Seamless transition to a live agent when needed

  • Reduced call volumes to queues

  • Improved agent efficiency, allowing focus on more complex interactions

  This hybrid model balances automation and human support, improving the overall effectiveness of your contact center.

• Real-Time Monitoring and Resource Optimization: supervisors have access to real-time dashboards for full visibility into agent activities and system performance. Features include:

  • Live monitoring of all omnichannel activities

  • Performance metrics for agents and queues

  • Call monitoring and recording for quality assurance

  • Real-time adjustment of resources to respond to changing workloads

  This centralized monitoring environment supports optimal human resource allocation and helps maintain high service levels.

General Architecture

XCALLY Motion V3 is the omnichannel contact center solution built on a scalable, asynchronous, multi-process architecture. It integrates Asterisk™ 18.x with Motion technologies, delivering optimal performance and user experience for agents, supervisors, and administrators.

The solution is designed for flexibility, supporting both cloud-based and on-premises deployments, and is compatible with infrastructures such as AWS, Google Cloud Platform (GCP), and other virtualized or physical environments.

The XCALLY Motion architecture consists of both physical and logical layers, as outlined below:

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Backend

• Developed in JavaScript, using the Node.js runtime.

• Deployed on a Debian 13 "Trixie" operating system, starting from XCALLY version 3.59.0.

• Communicates with a MySQL relational database, accessed via the Sequelize ORM for efficient and structured data interactions. We support the MySQL 8.4.X version, starting from XCALLY version 3.59.0.

• RESTful APIs and WebSocket connections are implemented using the Express framework to manage both stateless and real-time data exchanges.

Database

• All persistent data is stored in a primary MySQL database.

• Supports replication mechanisms for backup and redundancy, ensuring high availability and fault tolerance.

• Database replication can be configured on secondary XCALLY servers for business continuity.

Proxy and Security Layer

• An NGINX reverse proxy handles incoming client connections.

• NGINX automatically redirects HTTP traffic to HTTPS, ensuring secure, encrypted communications.

• Operates transparently in the background, managing traffic routing to backend services.

Voice Engine

• Asterisk is integrated as the telephony engine for voice communications, handling inbound/outbound calls and real-time voice processing.

Communication Channels
XCALLY supports two main methods of client-server communication:

RESTful API

• Utilizes standard HTTP methods (GET, POST, PUT, DELETE).

• Best suited for transactional operations such as user login, data retrieval, or configuration updates.

• Requires client-initiated requests to receive data.

WebSocket

• Enables bi-directional, real-time communication.

• Allows the server to push updates to clients without the need for polling.

• Ideal for live updates, such as agent status changes or real-time call events.

Key Difference:
REST is client-driven and suited for request-response operations. WebSocket is event-driven, enabling the server to proactively send updates to the client.

User Interface

• Built using standard HTML technologies.

• Fully browser-based; no client installation required.

• Accessible by agents, supervisors, and administrators through modern web browsers.

Microservices Architecture

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The newer architecture introduces a microservices-based model, extending the core XCALLY platform for improved scalability and observability.

Central Core

• A Core Service receives and handles all incoming requests via the Application Gateway.

• Responsible for routing requests to the appropriate microservices.

Supporting Services

The microservices ecosystem includes:

• Loki – Centralized logging for diagnostics and troubleshooting

• Prometheus – Real-time system metrics collection

• Tempo – Distributed tracing of service requests

• Grafana – Advanced dashboards, alerting, and visualization tools

Requirements

Server Side Requirements

XCALLY Motion can be deployed on a dedicated on-premise server, a virtual machine, or in a cloud environment.

XCALLY Motion is designed to run on Debian GNU/Linux, with Debian 13 "Trixie" 64-bit (netinst) being the recommended version for new installations (download Debian at this link) starting from XCALLY version 3.59.0.

The server specification depend on the type of service you are offering and the number of agents involved in the call center. 

Microservices

XCALLY is transitioning to a microservices-based architecture, enabling improved flexibility, scalability, and innovation. In this page of the Advanced Wiki you can find more information.
To align with this architecture, the above specifications should be considered a baseline.

Operating system: Debian 13 "Trixie" recommended

Hardware resources:

• CPU: minimum 2 cores (4 cores recommended)

• RAM: minimum 6 GB (more may be required depending on workload)

• Swap: highly recommended on minimum requirements (8GB)

• Disk space: minimum 60 GB dedicated to containers and data volumes (depends on the number of activated services and recordings)

These specifications apply to monolithic deployments.
For more complex infrastructures—such as clusters, disaster recovery (DR), multi-server setups, or deployments using external databases—additional requirements may apply. Additional information will be provided.

These guidelines are intended for standard deployments based on the number of concurrent agents. Actual resource usage (CPU, RAM, storage) may vary depending on the specific services enabled within XCALLY Motion. For more information or to request an upgrade, please contact us!

Recommended minimum server sizes	Voice	Voice Advance	Digital	Voice + Digital
Open Up to 30 agents (concurrent)	RAM: 8 GB CPU: 4 HDD: 100 GB	RAM: 8 GB CPU: 4 HDD: 100 GB	RAM: 8 GB CPU: 4 HDD: 100 GB	RAM: 8 GB CPU: 4 HDD: 100 GB
Open Up to 100 agents (concurrent) Scalability architecture is recommended	RAM: 16 GB CPU: 8 HDD: 200 GB	RAM: 16 GB CPU: 8 HDD: 200 GB	RAM: 16 GB CPU: 8 HDD: 200 GB	RAM: 16 GB CPU: 8 HDD: 200 GB
Open 100 + agents (concurrent) Scalability architecture is recommended	RAM: 32 GB CPU: 16 HDD: 500 GB	RAM: 32 GB CPU: 16 HDD: 500 GB	RAM: 32 GB CPU: 16 HDD: 500 GB	RAM: 32 GB CPU: 16 HDD: 500 GB

Keep in mind:

• Configure your system SWAP AREA properly: as a best practice, swap space should be at least double the amount of physical RAM to ensure system stability.

• Security: if deploying XCALLY on the cloud, it is highly recommended to install and configure a firewall to protect the system from unauthorized access.

• Certain runtime factors may significantly affect performance and should be considered when sizing your infrastructure: number of queues per agent, IVR complexity, Use of external APIs

  An increase in any of these parameters may require a review and possible upgrade of your server resources.
  If you plan to use complex IVR scripts (e.g., database access or custom logic), it is recommended to double the available RAM.

• If your environment will generate a large amount of logs or call recordings, ensure sufficient disk space is available.

  • WAV format recordings: ~1 MB per minute

  • GSM format recordings: ~300 KB per minute

• A system backup solution is not included in the standard XCALLY architecture. It is the responsibility of the system administrator to plan and implement appropriate backup strategies for business continuity and disaster recovery.

Please note that any change of any kind applied on your XCALLY server (i.e. CPU, memory, HDD, network) can invalidate your XCALLY assigned license: for this reason any move and change of your XCALLY server must be carefully planned and notified to the XCALLY team.

Scalability

For large scalable deployments and to be able to interact with the Motion DB from external application - without affecting the operation - we suggest at least 2 or 3 Linux Debian servers: 

Recommended architecture if you need to scale over 50 agents:	Recommended architecture if you need to scale over 200 agents:
Open	Open

Please contact our XCALLY Team for help and more details about this scalable deployment solution.

Client side requirements

XCALLY Motion provides a unified, omnichannel interface that allows agents to manage interactions from multiple communication channels — such as voice, email, chat, SMS, and social media — within a single, integrated user interface.

• The agent interface is web-based and optimized for modern browsers.

• ✅ Required browser for full functionality Google Chrome (latest version)

To manage voice interactions, agents can use one of the following tools:

To manage voice calls, Agents can use Motion Phonebar, WebRTC bar or external SIP clients:

System Features

Integrations

XCALLY Motion offers robust integration capabilities with third-party applications to create a seamless Unified Agent Desktop Experience. This allows agents to access all relevant customer information in one place, improving response times and ensuring a higher level of service quality.

Benefits of Integration

• Centralized Customer Information: Agents can view and manage customer data across multiple platforms without switching interfaces.

• Enhanced Productivity: streamlined workflows through automation and contextual data sharing.

• Customizable Experience: tailor integrations to meet your organization’s specific operational needs.

XCALLY Motion supports various methods for integrating external systems:

• Triggered and Ready-to-Use Integrations: predefined integrations that work out of the box or can be triggered by specific actions/events (e.g., pop-ups, contact lookups).

• External Application Integrations: connect third-party apps that the customer can independently select, install, and configure to work with XCALLY.

• Channel-Level Integration: add new interaction channels (e.g., social platforms, messaging services) by integrating them as Open Channels.

• XCALLY Module Extensions: extend or enhance core XCALLY modules (e.g., Contact Manager, Campaigns, Triggers) through custom-built integration points.

• Developer Integration Hints: documentation and examples are provided to help developers build and maintain custom integrations using APIs, webhooks, and triggers.

• Procedures and Configuration Steps: step-by-step guides are available for configuring integrations, including authentication, data mapping, and testing.