Voice Channel
Overview
On this page you can explore the main sections available to agents in the XCALLY Motion OmniDesktop interface for the Voice Channel.
Agent permissions vary depending on Admin configurations.
Scheduled Calls
This section is available only if the Dialer license is active
The Scheduled Calls section displays a list of calls either:
Scheduled by the Agent during a Dialer Campaign
Assigned to the Agent by an Administrator.
Agents can view and manage scheduled calls if permissions are granted. Click the Refresh button to reload the list.
Color indicators:
Green: Valid schedule (not expired).
Red: Expired schedule or campaign
The Agent can click on the three dots menu to:
Edit the Hopper (Recall me feature): modify date, time
and priority of calls assigned to the Agent
Edit the Hopper (Recall Agent feature): If enabled, modify scheduling and assign calls to any Agent in the queue.
Delete the Hopper: remove the scheduled call from the list.
The Agent can click on a phone number (whose name is shown in the Full Name column) to directly initiate a call:
Voice Calls
The Voice Calls section lists all calls managed by the agent.
From this section, it is not possible to listen again the call.
However, if the call was recorded and the agent has the necessary permissions, the call can be listened in the Recordings section.
ID: unique call identifier
Type: call type (inbound, outbound, internal or dialer)
Source: caller phone number
Destination: called number
Started at / Ended at: call start and end time
Dispositions: disposition chosen (1st, 2nd, 3rd level) at close time
Note: note inserted (if any) at close time
Filters by Start Date or Type.
Click-to-Dial: Whenever the phone numbers are shown in light blue, they can be dialed just clicking on them
Please note that:
If the Agent is using the Phonebar, clicking a number opens a dialog window to place a call
If the Agent is using the WebRTC Bar, clicking a number opens a dialog window to place or transfer an active call to that number (you can explore here documentation about transfer):
Click the three dots to view call details.
Abandoned Calls
The agent can see the list of abandoned calls in abandoned calls section.
An abandoned call refers to a call that is disconnected by the caller before it is answered by an agent.
This typically occurs when a customer hangs up while still waiting in the queue, without any agent having interacted with the call.
This section provides visibility into calls that were abandoned and not handled by any agent. It includes two tabs:
Voice: shows information about abandoned voice calls
Motion Bull: shows information about abandoned voice calls in dialer campaigns
Voice
In this table agent can see details about the abandoned voice call:
ID: unique call ID
Fullname: caller’s name
Phone: called number
Queue: queue name
Abandoned: date and time of the event
Disposition: final status if the call was disposed
Second/Third Disposition: second/third level of disposition eventually set
Last Assigned To: if the call is reserved by an Agent or assigned by the Administrator, you find in this section the last assigned Agent's name.
Reserved: agent can reserve or release a call. If the toggle is active:
Call is locked for the reserving agent, which can manage it
Caller’s number is clickable (click-to-dial)
Motion Bull
In this table agent can see information about abandoned call in a dialer campaign:
ID: unique call ID
Fullname: caller’s name
Phone: called number
Queue: queue name
Abandoned: date and time of the event
Dropped: timestamp when the call was dropped
Reason: if the call has been dropped, the reason is Timeout, otherwise is Abandoned
Disposition: final status (if set)
Reserved: toggle to reserve or make call available again
Agent can Dispose the call from the three-dot menu (only Global Dispositions):
Filtering options: Start Date, Agent name or Queue
Recordings
Displays a list of all call recordings managed by the agent.
All the list entries can be sorted in ascending/descending manner. Filters can be set on Start date or Call Type.
Type: call type (inbound, outbound, internal, dialer or all)
UniqueID: unique identifier of the call
Caller: caller’s phone number
Called: number dialed
Connected: number actually connected
Queue: name of the queue
Rating: admin rating. A tooltip shows rating and notes on hover
Agent Notes: agents can add notes to a recording
FROM VERSION 3.49.0
If you click on a recording row, a modal appears to allow agent adding a note (at the same time the admin notes remain unchanged).If an agent adds a note, an icon appears with a tooltip preview.
Audio: preview (ONLY for .wav format) or download call recordings.
Date: date of the recording
Download Voice Recording: if Download Permission is granted, files can be downloaded via the three-dot menu
The Recordings files can be encrypted by the Administrator: Encrypted Files are only accessible via OmniDesktop.
Click to Dial: The phone numbers (of caller and called) can be directly dialed. You can find documentation about that on this page.
Call disposition
If you have properly configured a trigger with Contact Manager action, the contact tab will be displayed for the agent:
If there are more contacts with the same search key, the agent can choose which is the right contact:
During a Call
When contact tab opens, the top panel displays:
A timer with the elapsed time since the contact tab was opened
Caller Number and Name
Queue Name
Dispose button to insert notes and an early disposition during the call
By inserting note or disposition and clicking on dispose button during the conversation, you will see this info panel:
After a call ends
If the Dispose button is inactive after the call, click Refresh.
a yellow timer shows the elapsed time since the call ended, so the time to indicate duration of ACW pause or disposition pause
Dispose button
If you insert disposition and notes during the call, the system automatically reports this information in the modal
To save the disposition, click on DISPOSE:
you can choose up to three levels of Disposition from the proposed list
you can add optional note or date (useful as information)
toggle “Automatically close contact tab after disposal” if you want to auto-close contact tab after disposing.
Dispositions are saved instantly upon selection and cannot be edited once it is saved.
If you insert note or date you will see the relative icon on Calls list with saved data:
For Motion Bull Dialer outbound calls, agents can choose:
Dispose: standard disposition
Reschedule
Recall Me
Blacklist: add contact to all blacklists of the campaign’s queue
Blacklist, Recall me and Reschedule dispositions are available only for Dialer:
Reschedule
Schedule the contact for a later time.
Motion Bull will call the contact if:
the queue campaign is Active
at least one Agent is available
the scheduled time is within the queue campaign time interval.
If the scheduled time is outside the queue campaign time interval, the contact will be called in the next valid time interval.
e.g. Queue campaign with time interval 8am-6pm. Contact rescheduled for 7pm. The contact will be called the following day within 8am-6pm when there is at least one available agents logged.
Recall me
Schedule callback assigned to the agent or queue
The contact will be recalled later and the call will be passed to the Agent in charge or to the queue the agent belongs to, according to the specific queue campaign settings configured by the Administrator.
If enabled by the Admin, the Agent can also choose the Motion Bull-Queue Campaign to which the Recall me option will be associated.
Closing contact tab
Agent can insert an early disposition during the call management or a final disposition after the hangup.
If agent wants to close the contact tab (by clicking on X button), it’s necessary to consider the queue typology (with or without mandatory disposition).
On a queue with Mandatory Disposition, agent can close contact tab, on the condition that it was at least 1 disposition (during or at the end of the call):
By clicking on X button, if agent inserts an early disposition during the conversation AND the final disposition is not made after hangup, a warning modal appears to confirm the closing of the contact. If agent clicks on YES the contact tab is closed, if he clicks on NO the contact is kept open
By clicking on X button, if agent inserts a final disposition after hangup, tab closes without warning message
By clicking on X button, if agent does not insert any disposition, a warning modal appears to inform the agent that it’s necessary to insert a disposition to close the contact
On a queue without Mandatory Disposition, agent can close tab when he desires:
By clicking on X button, if agent inserts an early disposition during the conversation AND the final disposition is not made after hangup, a warning appears to confirm the closing of the contact. If agent clicks on YES the contact tab is closed, if he clicks on NO the contact is kept open
By clicking on X button, if agent inserts a final disposition after hangup, tab closes without warning message
By clicking on X button, if agent does not insert any disposition, a warning message appears to confirm the closing of the contact, even if the call hasn’t been disposed yet. If agent clicks on YES the contact tab is closed, if he clicks on NO the contact is kept open
Dial Contacts with Preview Campaigns
When a Preview Queue Campaign is running, a badge appears on the Dialer icon showing calls waiting.
Clicking the icon, the system displays the first contact to call:
Preview means that the automatic dialer selects a customer from a call list and proposes this call to an agent (the "preview" phase).
If the Agent clicks on Next, skips to the next contact.
If the Agent accepts the contact, he must click green handset icon.
Then he must click on call icon on the webRTC/phonebar to initiate the call, which will be managed by the dialer and handled as a normal incoming call.
The Agent will stay on the line during the progress of the call, until the customer answers or any other event happens (line busy, call unanswered, and so on) as in manual calls.
The number in the badge is updated after each call, decreasing.
Multiple agents can handle preview campaigns and the number in the badge reflects the total number of unmanaged calls.
WebRTC Agents in Pause can still dial with the preview mode, if "Ignore agent break status for preview calls" is enabled by Admin (in agent setting section).
Recall Me Calls
Automate Recall Me calls (with Preview Campaign):
if this feature is enabled by the Admin, the system will automatically generate the Recall Me calls (performed by the Booked Progressive strategy - as soon as the Agent is available, the system calls the Agent and then calls the contact).
If disabled, the Agent must select the contact manually from the list showed from the Motion Bull Preview button: the Recall Me contact will be distinguished from the other contacts by an info label.
Recall Me Reminder (with Preview Campaign): if this feature is enabled by the Admin, the system will send a notification to the Agent n° minutes before generating the Recall Me call.
Waiting Queue Calls
From the toolbar, Agents can view a summary count of all waiting voice interactions across assigned queues.
From version 3.42.0, clicking the icon opens detailed view of waiting calls.