Instant - Settings
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Overview
In the Settings section, the Administrator can manage several configurations related to various parameters (General). Furthermore there are tabs related to Network, Customizations, Updates and System topics.
General
In this section, you can configure the following general system settings:
On Global tab you can set:
Min Internal: the minimum internal number (Extension) that can be assigned to Agents or Users
RTL Support enable/disable switch - RTL Support for Arabic, Persian and Hebrew languages
Disconnection timeout: Time interval in minutes before an Agent is logged out after socket disconnection
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
On Report tab you can enable/disable
Split Report: Enable this flag to allow splitting of reports that exceed a configurable length. When enabled, default values for splitting are applied but can be adjusted as needed.
On Agent Omni Desktop Interface tab:
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).
WhatsApp Connector Interactions Reload Timeout: 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).
Interaction tabs limit: Maximum number of tabs that can be opened on the Agent Omni Desktop interface (by default 20 tabs).
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 Whatsapp Interactions sections. For example, if this value is set as 50 days, when Agents search last year WA Interactions, the system won’t show interactions and will return the message “No available interaction. Limited search results by admin settings to max 50 days before”
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)
On Security tab:
Security Suite (Default=Enabled for new installations, Default=Disabled for installation updates): this setting enables a set of security rules for Administrators, Agents 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)
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).
What to know
Administrators can 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 user/agent account and unlock it using the Blocked switch of the Security Suite Section)
automatically, after a certain period of time in minutes (which must be specified in the appropriate field).
Note: in both cases, the agent/user is asked to contact the administrator to unlock the account.
The default values apply only to new installations: both of the two named above fields are Disabled (value=0) for installation updates.
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 for Agents: Enforce agents to activate and use multifactor authentication to login
Enforce MFA 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 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.
To understand how to set this function, please refer to the Agent Permissions.
Cookies Banner: Enable/disable the Cookies banner for Administrators, Agents and Users accounts.
On SSO tab:
Switch to Enable/Disable Single Sign-On with Google
Switch to Enable/Disable Single Sign-On with Active Direcory
Switch to Enable/Disable Single Sign-On with SAML
On Date/Time Format tab:
it is possible to choose the format that best respects your habits for:
Date/Time
Date
Time
Duration
The configuration is applied to the entire XCALLY environment.
Customizations
In the Settings → Customizations section, you can set custom titles, logos, and headers using your own files and text.
Remember to SAVE the changes before you exit the page.
Configuring the Customization section requires an add-on license.Please contact our Sales team - sales@xcally.com - to discover more.
To change the default XCALLY Logo:
Disable Default Logo option
Upload your logo, by clicking on Choose button. Supported file types are jpg, jpeg, png, gif, svg with a maximum size of 8 MB.
Click on Save
After you reload the page, you will see the new logo on the top left of the XCALLY Menu as shown below
Custom Login Logo
To change the default XCALLY Login Logo:
Disable Default Login Logo option
Upload your logo, by clicking on Choose button. Supported file types are jpg, jpeg, png, gif, svg with a maximum allowed size of 8 MB.
Click on Save
You will see the new logo on the login page as shown below:
Custom Favicon
To change the default XCALLY Favicon shown near the URL or in the favorites list:
Disable the Default Favicon option
Upload your logo, by clicking on Choose button. Supported file types are jpg, png, ico with a maximum allowed size of 8 MB.
Click on Save
Custom Header
To change the Header shown in the XCALLY menu:
Disable Default Header White Label option
Insert your custom text
Click Save
After you reload the page, you will see your custom header text on the top left of the page
Custom Page Title
To change the Default Page Title:
Disable Default Page Title option
Insert your custom Page Title
Click on Save
After you reload the page, you will see the new Page Title on the top left of the page
Custom Preferred Logo
To change the default Preferred Logo, shown in the XCALLY Windows Phonebar:
Disable Default Preferred Logo option
Upload your logo, by clicking on Choose button. Supported file types are jpg, jpeg, png, gif, svg with a maximum allowed size of 8 MB.
Click on Save
Updates
In the Settings → Updates section, you will see information of the current XCALLY version.
You can find the Changelog link and you have the possibility to update the product to the latest version.
Do not update your system while agents and users are logged in the system!
Click on CHANGELOG to read the log of the new XCALLY version.
Click on UPDATE to get the latest version of the product.
The update process starts automatically. While updating, XCALLY will be put into maintenance mode:
At the end the system will restart all XCALLY Motion Services.
License
A license includes a set of XCALLY Motion accounts, features and modules.
We offer monthly and annual plans, providing the flexibility to choose the option that best suits your needs.
You can select from various licensing tiers, each giving access to a different combination of modules, based on your contact center requirements.
For more information write to sales@xcally.com.
The license section is under the Settings menu, where you can check your current license details and expiration.
Type of License (monthly, annual)
Expiration Date
Token: the ID of your installation, generated by the licensing system at startup and when changes on the server occurs
Staff section with the number of Users and Agents
Channels (WhatsApp Inbound, WhatsApp Outbound) you're enabled to use
Modules (Contacts Manager) you're enabled to use
Add-Ons - like Customization or AI Solutions, not enabled by default, as:
AI Bots to configure bots and use AI features on action plan
AI Assistants to configure OpenAI assistants with the possibility to upload files of your knowledge base
Agent Assistants to allow agents to get help from AI assistants during conversations management
Quality Analysis to launch on digital channels the sentiment analysis feature
Other License features (Update): if you are allowed to proceed with software update (when this feature is not enabled, the Motion version update is forbidden. Please contact us at license.xcallymotion.com)
At the top of the License section, you can:
Retrieve the License Token: This is the unique ID of your server, required when contacting support or requesting a license update. Click on the token code to copy it to your clipboard.
Manually Update the License: Useful if the automatic update process fails.
Download the License Log File: For troubleshooting or record-keeping purposes.
Grace Period
Please note that any change of any kind applied on your XCALLY server (i.e. CPU, memory, HDD, IP address, hostname, MAC, network etc.) 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.
If XCALLY team does not receive the notification of changes related to XCALLY server or in case of delayed payments, XCALLY platform will automatically be deactivated for 7 days (grace period). Within the grace period, you have to inform XCALLY team to check if changes occurred (license.xcallymotion.com) or proceed with the payment to reactivate your license.
To re-activate a license due to a token change or migrate a license to a new server, contact us on http://license.xcallymotion.com , under the section "Move License to a New Token (Grace Period)", and enter the Old and New Token
System
In Settings → System section, users with the proper skills (e.g. System Administrator) can find useful information of:
the environment where the XCALLY Motion has been installed
the processes.
General
Under the General tab, the below information are displayed:
Operating system
CPU
Memory
Hard disk
Network Interface
Last 10 processes sorted by CPU usage
The general tab data let you understand if the server meets the hardware requirements for running your XCALLY Motion system properly.
Processes
Under the Processes tab, you can:
see information (Status, Memory and CPU usage) about the processes that run when Motion starts:
ami service manages Asterisk, reports and real-time information
agi service manages Cally Square projects
email service is used for delivering emails for Motion services
pm2-logrotate service manages log files
start/stop a process directly from the GUI by clicking on the Actions buttons
see useful commands for managing Motion processes
In case one service crashes, you just need to restart the specific service rather than the entire motion system. Remember to restart a service when you modify its system parameters in order to apply the changes
Help Section
From the Help section, it is possible to retrieve useful information:
Your XCALLY instance info
WIKI link, providing you with access to the documentation you need
Motion API Link
Our social links
Customer portal link to support requests
XCALLY Motion V3 Changelog
Clicking on this icon, you can easily copy System Information to Clipboard.
If you need assistance on your Motion XCALLY Instant you can open a ticket support at this link, by inserting your token number, server version and a summary of your issue. Our Support Team will help you!