Instant - Settings

Owned by Product Knowledge
Last updated: Jan 25, 2024
10 min read

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 and 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)

On Report tab you can enable/disable

 

  • Split Report: use this flag to disable splitting reports exceeding a configurable length. The default values are shown when this flag is enabled and can be changed.

On Agent Omni Desktop Interface tab:

 

 

  • Search on Enter key: if selected, the request starts only after pressing Enter. If not selected, the request starts only after having entered at least 5 characters, as well as after pressing Enter (available from Rel. 2.5.11). This option is valid for all the Omni Desktop Interface sections of the Agent and in the sections that allow the search of values within a table by Admin or User

  • 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 (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).

  • 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”

 

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 this section, you can customize several default titles, logos and headers.

Remember to SAVE the changes before you exit the page.

Please contact our team - sales@xcally.com - to discover more about Customization licenses.

System Logo

To change the default Motion Logo, disable Default Logo → upload your logo using UPLOAD button and then click Save

If you reload the page, you will see the new logo on the top left of the page

 

Login Logo

To change the default Login Logo, disable Default Login Logo → upload your logo using UPLOAD button and then click Save

You will see the new logo on the login page as shown below:

Default Favicon

To change the default Favicon shown near the URL or in the favorites list and you have a white label license, disable the Default Favicon and Upload a new one using the UPLOAD button and click Save

If you load a new favicon, the new one will be shown instead of the default XCALLY Motion one

Header White Label

To change the Header White Label, disable Default Header White Label, insert your White Label name and click Save

If you reload the page, you will see the new White Label on the top left of the page

Default Page Title

To change the Default Page Title, disable Default Page Title, insert your chosen name and click Save

If you reload the page, you will see the new Page Title on the top left of the page

Default Preferred Logo

To change the default Preferred Logo, disable Default Preferred Logo, upload your logo using UPLOAD button and Save

 

 

Updates

In this section, you will see information about the current Motion version and the available new version. If there is a new Motion version, Administrators can update the system by clicking on Update button.

Click on CHANGELOG to see the log of the XCally Versions released.

 
Click on UPDATE to update your system to the latest version and the process will start automatically. While updating, Motion will be put into maintenance mode

At the end the system will restart all XCally Motion Services.

 

License

A license is the permit to use a set of XCALLY Motion features and modules. We offer Monthly or Annual plans that give you the flexibility to choose which ever fits your needs best. You can choose among the different module plans that give you access to different set of Motion modules based on your contact center requirements.  

For more information visit our website or write to us at sales@xcally.com.

From Settings menu  → License, you can find all the useful information about your active license

 

  • Type of License (monthly, annual)

  • Expiration Date

  • Token: the ID generated by the licensing system at startup, or at any change occurred, to your particular installation. 

  • Staff section with the number of Users and Agents

  • Channels (WhatsApp Connector Inbound, WhatsApp Connector Outbound) you're enabled to use

  • Modules (Contacts Manager) you're enabled to use

  • Sessions (WhatsApp Connector Inbound Sessions) you're enabled to use

  • Add-Ons (like Customization or AI Tools, not enabled by default) 

  • Other License features (Update) you're enabled to use. When this feature is not enabled, the Motion version update is forbidden. Please contact us at license.xcallymotion.com to get it.

You can:

  1. Retrieve License Token: The Token must be reported to the Licensing Staff any time you need system changes.
    Please follow this process to copy the token: clicking on the token code, the token is copied to clipboard and can be pasted anywhere. A notification to confirm the operation success will appear (Token copied!). 

  2. Update License: clicking on the icon a dedicated section pops up to update your license. Here you can insert your new license manually to update it 

  3. Download License Log File: clicking the download icon, the License Log File is downloaded. A notification to confirm the operation success will appear (License log file downloaded!). 

Grey 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 (grey period). Within the grey period, you have to inform XCALLY team to check changes occured (license.xcallymotion.com) or proceed with the payment to reactivate your license.

In order 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 (Grey Period)", and enter the Old and New Token:

 

 

In order to re-activate a license that has been disabled, contact us on http://license.xcallymotion.com:

 

 

 

System

In this section, users with the proper skills (e.g. System Administrator) will find useful information about the environment where the XCALLY Motion has been installed.

General

Under the General tab, you will find the following information about the system:

  • Operating system

  • CPU

  • Memory

  • Hard disk

  • Network Interface

  • Last 10 processes sorted by CPU usage

This information is helpful to understand if the server meets the hardware requirements for running your 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

 

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.