Login to Omni Desktop Interface (Agent)
Overview
The XCALLY Omni Desktop Interface allows agents to access and manage multichannel interactions such as Voice, Web Chat, SMS, Email, Open Channel, WhatsApp and Fax. This page describes all supported login methods and related configurations.
Agents can access the Omni Desktop as below:
Login via the XCALLY Motion Phonebar
Click the globe icon button inside the Phonebar.
Your login credentials are automatically passed from the Phonebar to the Omni Desktop.
Login via Web Browser (WebRTC, Softphones, or External Devices)
Open a browser and type
https://YOUR-MOTION-IPADDRESS/loginEnter the Agent Username and Password
Click Login
You may also Log in with Active Directory or Log in with Google. These options appear only if enabled by your administrator.
To ensure proper login and full functionalities, agents must allow cookies in their browser.
The Agent can check and edit the browser permissions as described below:
1. Open the browser’s settings and go to Cookies section
2. Select xcally.com cookies and allow them
3. Reload the page
If cookies are blocked, login will fail and a popup will inform the agent to enable cookies in their browser settings.
Login as WebRTC Agent
If the agent typology is set to WebRTC, it means the agent, after the login, will handle calls directly through the WebRTC Phonebar, which is embedded in the Omni Desktop web interface.
The Agent must allow the microphone and he can check the browser permissions to verify that both microphone and sound are enabled.
Login as External Agent
If the Agent Typology has been defined by the Administrator as External (for example, when the agent cannot use the Phonebar or WebRTC call functions) and the setup is within a Hot Desk context:
Insert the agent credentials
Select one of the available registered telephones for the working session, clicking the down arrow to view and choose from the complete list.
Click Login button
Log In with Security Suite enabled
If the Security Suite is enabled and this is the first time you log in the Motion environment, first of all you will be asked to change your password.
The new password must be different from the old one and must contain at least 8 characters and have at least 1 lowercase character, one uppercase character, one numeric character and one of the following special characters ~!@#$%^&-_=+[{]}.
The new password is valid for 90 days, after which it must be changed again. You will receive a notification at login starting 15 days before the password expiration date.
Forgot password
In case you don’t remember your password, you can proceed with the Forgot password procedure:
Open the login panel
Click on Forgot Password?
Enter the e-mail address associated to the login name
You will receive a link via email. Click on it and change the password. Please note the link expires in one hour.
This function works only if SMTP service is set properly by the XCALLY Administrator.
If the Security Suite is enabled, the new password must respect the following security rules: it must contain least 8 characters and have at least 1 lowercase character, one uppercase character, one numeric character and one of the following special characters ~!@#$%^&-_=+[{]}.
Incorrect Login
Administrators can also define what is the maximum number of incorrect login attempts that the system can allow: when the number of attempts allowed is reached, the account of whoever exceeds it is temporarily blocked. It can be unlocked:
manually by the Administrator (editing the blocked agent account and clicking on the Unlock function of the Security Suite Section)
automatically, after a certain period of time in minutes (which must be specified by the Administrator in the Settings Security section)
When the maximum number of incorrect login attempts is reached, the agent is asked to contact the administrator to unlock the account.
Socket Disconnection for Network Problems
If a network issue occurs during your XCALLY Motion session, you will see a socket disconnection warning on screen with this message: WARNING Experiencing network connectivity issues. Please check your internet connection.
The warning automatically disappears once the connection is restored.
No manual action is required unless the disconnection persists.
License Expiration Notification at Login
If you receive a notification that your license is about to expire:
Verify your current License status.
Contact our team at license@xcally.com ASAP!
Forced Logout feature
External and WebRTC Agents can be forced to logout if another Agent logs in the system using the same credentials.
In fact, the Agent's login name must be unique and simultaneous logins using the same credentials are forbidden.
If an Agent logs in using the same credentials of another Agent who is currently logged, the system shows an alert: User already logged. Do you want to continue?
If the second Agent confirms to log in, the previously logged Agent is forced to abandon the working session: Another user has logged with your credentials. Multiple logins not allowed.
Web GUI Access - Error "Unknown authorization format"
The Error "Unknown authorization format" at login is related to a missing secure connection to the webpage. You can modify the URL and confirm the access as described in the steps below.
Furthermore we suggest you contact your IT person in order to solve the missing certificate issue.
Near the URL of the XCALLY server you have inserted, you will see the Not secure warning.
Place “https://” before the URL of the XCALLY server.
Authorize the unsafe access clicking on the Advanced button.
And proceed clickind on the link.
FAQ
If an agent see the error “You have been forcefully logged out. If you did not perform this action, contact the administrator”, it means that the agent has been disconnected from an admin through the Logout action from the Realtime section