Open ticket for License Support
Overview
If you need to open a new ticket to our Team to request changes in your license:
Log in with your credentials on the License portal https://xcally.atlassian.net/servicedesk/customer/portal/3
Select “Need to raise a request? Contact us”
Select your XCALLY product:
Motion: Current and supported version of XCALLY.
Shuttle: For XCALLY installations of the previous version (no longer supported). Use this option only if you need to modify the Shuttle license or transfer the Shuttle license to a new XCALLY Motion setup — which is strongly recommended.
After having selected Motion, you can indicate your request type:
Activate a new license or request a 30 days free demo
Modify your license to update items or add-ons
Request contract change to modify plan, billing frequency and other options
Re-activate your license in case of grace period
Request general information
License rules
XCALLY applies the following Terms of Service and Contractual Conditions, as per the Contract.
For any appropriate clarification, please contact your account reference.
Invoicing the last day of the month | Advance billing procedures |
Increment Requests: the pertinent fraction will be invoiced at the earliest date | Decrease Requests: if requested by the 20th of the month it will be processed immediately, otherwise in the following month |
Activate a New License
Selecting Activate a new license, you can request:
a free demo for 30 days or
a new license plan for a new installation
Free 30 days demo
To activate a new free demo for 30 days, you need to fill out the form with your request:
1. Follow the procedure
Read how the license portal self-service works
Accept the conditions and the License Agreement
2. Provide the requested information
Fill the three fields:
License token: you can find it when you login as Admin in XCALLY Settings menu → License
Customer Name/Reference
Customer Email address
3. Select “YES”
On field “Are you requesting a 30 days free demo?” select the option YES
4. What is included
The 30-days free demo includes:
3 Voice Digital agents
1 administrator
1 telephone
1 mobile agent
WebRTC and Windows Phonebar for agents
All add-ons to try out the functionalities of our product
5. Confirm the request
Finally SEND the form
6. Check your e-mail
You will receive a ticket message with the outcome of the operation
clicking on “CLICK HERE TO REPLY” you can see your ticket
In this way you can check the ticket status and the details of your request.
If you need assistance you can click on Support Request
New license plan
If you want to request a license for a new billed server with a specific plan and number of licenses, you have to fill out the “Activate a new license” form with all required data.
Remember that you can use this form only if your server token is not active yet
With our self-service mode:
these data will be applied automatically: | these options will be managed manually by our team after administrative check: |
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1. Follow the procedure
Read how the license portal self-service works
(some data will be activated automatically, while others will be managed in a second step, as described above).Remember that if you implement AI bots, there will be a billing based on usage
Accept the conditions and the License Agreement
2. Provide the requested information
Fill the three fields:
License token: you can find it when you login as Admin in XCALLY Settings menu → License
Customer Name/Reference
Customer Email address
3. Are you requesting a 30-day free demo? Select “NO”
Select NO to go ahead with the procedure for new billed server activation
4. Select the XCALLY Plan
Now you can see a summary table with the channels and options included in the XCALLY plans. For more details, please check here.
Select the plan
5. Define the number of agents, users, telephones and mobile agents
You can define number of agents to apply.
Consider that agent licenses are intended per concurrent agent and the minimum number is 5.
Then you can indicate number of additional users, number of telephones and mobile agents
Remember that 1 admin user is always included
Moreover the number of mobile agents is considered for named agents (not concurrent)
6. Set the billing frequency
Below you can choose the desired billing frequency, between monthly and annual
7. Whitelabel/Customization option
Define if you would like to enable customization → See more info here
8. Set the support package
Choose the desired support package, between Silver and Platinum
9. Select Add-ons
In add-ons section, it's possible to enable:
Real-time Translator
By enabling Real-time Translator, the add-on will be applied on textual channels and if you choose a plan with voice channel, you will also receive the plugin to manage translation feature for voice calls.
Quality Analysis
AI Assistants
If you enable AI Assistants, the system allows you to activate also AI Agent Assistants
See more info about Add-ons here
10. Select Plugins
In Plugins section, it's possible to enable:
Data retention
Botify
Queue manager
Schedulease
See more info about Plugins here
11. Confirm and check your e-mail!
Click on Send to confirm the request.
You will receive a ticket message with the outcome of the operation.
clicking on “CLICK HERE TO REPLY” you can see your ticket
You can check the ticket status and the details of your request
if you need assistance you can click on Support Request
You can also view how to apply the license correctly on your server, along with links to contact our support team and explore the XCALLY documentation.
If you requested plugin activations, you will receive another message containing the links for download and documentation
Modify Existing License
Selecting Modify your License, you can request to change your license on:
MAIN ITEMS | EXTRA ITEMS |
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You can add items, remove items or deactivate the server.
Modify License - Add New Items
1. Select "Modify your license"
Choose the option "Modify your license"
2. Follow the procedure
Accept license agreement
3. Provide the requested information
Fill the three fields: License token, Customer Name/Reference and Customer Email address
4. Select "Add"
On Action Request you can Update your license, downgrade it or deactivate it on your server.
In this case, you need to select the Add option
5. Select the reason of the upgrade
Please indicate the upgrade reason from the proposed options
6. Select which items you would like to upgrade - Accounts
Choose the items you wish to modify from the list: agents, users, mobile agents, pbx extensions. For example, we select "Agents"
7. Define the new quantity
Remember to indicate the total number of concurrent items you would like to enable on your license.
8. Select which items you would like to upgrade - Add-ons and Plugins
You can use this form also to activate new Add-ons and/or Plugins
9. Confirm the update request
Click on "Send."
10. Done!
The procedure is complete! You will receive an email to confirm the upgrades on your license with all details
11. Plugins instructions
If you requested to activate new plugins, you will receive another message containing, for each plugin, the link to documentation and zip download.
Modify License - Remove Items
1. Select "Modify your license"
Choose the option "Modify your license"
2. Follow the procedure
Accept license agreement
3. Provide the requested information
Fill the three fields: License token, Customer Name/Reference and Customer Email address
4. Select "Remove"
On Action Request you can Update your license, downgrade it or deactivate it on your server. In this case, you need to select the Remove option
5. Select the reason of the remove request
Please indicate the reason of the remove request from the proposed options
6. Select which items you would like to remove - Accounts
Choose the items you wish to modify from the list: agents, users, mobile agents, pbx extensions.
7. Define the new quantity
Remember to indicate the total number of accounts you would like to enable on your license.
8. Select which items you would like to remove - Add-ons and Plugins
In this example we request to remove Data Retention and Botify plugins.
9. Confirm the request
Click on "Send."
10. Check the email
You will receive an email to confirm the update of the license with all details
Modify License - Deactivation
1. Select "Modify your license"
Choose the option "Modify your license"
2. Follow the procedure
Accept license agreement
3. Provide the requested information
Fill the three fields: License token, Customer Name/Reference and Customer Email address
4. Select "Deactivate"
On Action Request you can Update your license, downgrade it or deactivate it on your server. So in this case, you need to select deactivate option
5. Select the reason of cancellation
We require you to indicate the deactivation reason
And then you can click on Send
6. Check the email
The procedure is complete. You will receive an email to confirm your request. You license will be processed in accordance with our billing policies during the next billing cycle
Request Contract Change
You can use the Request Contract Change form if you need to change:
license plan,
support plan,
billing frequency
white label activation.
1. Check the info and accept the conditions
Choose the option "Request Contract Change", read the information and click on “I Agree”
2. Provide the requested information
Fill the three fields: License token, Customer Name/Reference and Customer Email address
3. Select which items you would like to change
Select the options that you would like to modify among:
license plan
support plan
billing frequency
white label
4. Select the new values
For each option that you decide to choose, select the new value
5. Confirm the request
Click on "Send." Our team will proceed to verify data and you will receive a ticket message with the outcome of the operation.
Grace Period / Re-activate License
If you want to re-activate a license due a token change or if your license has expired, you have to select the option Grace Period/Re-activate License
1. Check the info and start filling the form
Explore this page on Advanced Wiki to retrieve your license status from API and copy log file. This data can be used in the next steps to provide the important details to our support team.
Insert the Customer name/Reference
Please note that the ticket will be managed by our team after an administrative check.
2. Select the grace period reason
You can check the Grace Period reason from XCALLY Settings menu → License
Find out more about Grace Period status reading here our documentation
a. Expired License (trial mode)
If grace period expired and your license is now on trial mode
If the reason of grace period is expired license (trial mode), please insert the old token, upload the log file and provide additional comments in the text area