XCALLY Mobile App
Overview
The new XCALLY Mobile App allows Agents to manage Voice channels for inbound/outbound calls and Motion Bull campaigns (except with preview method) directly from the smartphone. With XCALLY Mobile agents are available anytime, anywhere.
The language of the App corresponds to the one set on the smartphone.
The app allows the agent to receive inbound calls even if app is in background → find out how to
Requirements
GENERIC REQUIREMENTS
A valid HTTPS certificate
Your own push gateway (push gateway and stack SIP on the same server through docker) by following this guide
The XCALLY App for Apple devices with iOS system or Android devices
The XCALLY “Mobile Client” license
The creation of Mobile agents associated with queues and contacts lists
Consider that Agent’s app session expires after 24h.
REQUIREMENTS FOR iOS APP
iOS: minimum version 13.0
Open RTP ports (according to the provider) to allow the voice connection for calls
REQUIREMENTS FOR ANDROID APP
Required operating system: minimum version Android 9
Open RTP ports (according to the provider) to allow the voice connection for calls
Data Privacy in mobile app
Calls, logs and call history are stored on XCALLY server. No data is recorded on the app.
The app project is based on Linphone application. For more information you can consult the relative Privacy Policy
XCALLY Mobile app does not share data with third parties and does not collect any kind of information, except for crash data via Crashlytics, a Google library. This is the list of libraries used:
iOS | Android |
|---|---|
Alamofire (Networking) Firebase (Crash) FittedSheets (Screen presentation) IQKeyboardManager (Keyboard management) KeychainSwift (Safe Data Storage) SDWebImage (Images management) SocketIO (Socket) | CircleImageView (Images management) Gson (Utility) Firebase (Crash) Glide (Images management) Retrofit (Networking) Sandwich (Networking) SocketIO (Socket) |
Agent Configuration
Mobile Agent creation
To use Mobile App, it’s necessary to create Mobile agents.
Go under Staff → Agents
Click the + blue button to create a new agent.
To create Mobile agents, you need to request the Mobile App add-on license
Insert the below information:
Full Name of the Agent
Username: used to login (only letters, numbers or special characters like ._ are allowed)
Alias: an alternative name for the Agent, which can be used to hide the real agent login name (e.g. in canned answer, email template, chat and so on)
Typology: select Mobile
Email: the Agent email address. This field is used to receive a link to reset the password anytime the agent forgets it
Password: insert here the password
By default, an Internal number (Extension) is automatically generated. You can manually specify the internal number you want to assign to the agent by editing his/her profile.
Description (not mandatory)
Optionally, you can enable Voicemail to automatically create a voicemail box for the agent.
Finally, click on ADD AGENT
Edit the agent account: https://xcally.atlassian.net/wiki/spaces/XM/pages/1940161571/Agents#Edit%2FModify-an-Agent
The created agent must be added to specific queues by clicking on channel button → voice button or Add Agent to Voice Queues
You can select one or more queues and if you want you can indicate an agent penalty to specific queues.
Enable agents to contacts lists → See how to add an agent to a specific contact list
Download App for iOS
Agent can easily download and install the XCALLY App Mobile on Apple device, at this link XCALLY Mobile.
1. Search XCALLY on Apple Store
2. Install the XCALLY App
Click on the XCALLY App icon to launch it
When a new version is available, you can update the XCALLY App by entering in Apple Store.
Download App for Android
Agent can easily download and install the XCALLY App Mobile on Android device, following this procedure:
Open Google Play and search XCALLY Mobile
Install the application
On your smartphone, you can click on the XCALLY App icon to launch it
When a new version is available, by entering in Play Store you can update the XCALLY App
How does it work?
Login
By clicking on the XCALLY logo icon the agent can login and start managing calls.
In the text field Domain/IP enter the name of XCALLY server. If the name of the Domain is not available, it is possible to insert the IP address.
2. Enter username and password (XCALLY credentials). The Forgot Password option is available in case of lost password, inserting the email address.
If you try to log in as a User, access will be denied since the mobile app is currently available only for Agents.
You will be redirected to a form where you can submit your feedback and request for an Admin or Supervisor version of the mobile app, which will be evaluated by our team for potential future development.If you try to login without Mobile app license permission, an error message will be displayed (after inserting server domain)
If the white label is enabled, a custom logo will be shown after entering the server domain (the logo has to be uploaded in png or jpg)
User Profile
By clicking on the profile icon the agent can enter the section relative to the personal profile.
From this interface it is possible to view Assigned Services, Privacy Policy and Logout.
If the agent wants to set a pause status, he/she can click on:
The pause button to start a default pause
The three dots button to choose a custom pause (for example, selecting VIDEO TERMINAL, TEAM MEETING)
On Assigned services interface, the agent can see the list of queues to which he/she is assigned.
Internal messaging
Clicking on the chat icon the agent can open the internal messaging section to communicate and collaborate with other agents/users connected to XCALLY
Selecting a contact, the agent can start the conversation
Interactions
By clicking on Interactions section, the agent can filter different types of calls:
Internal, calls handled by internal routes, received from the agent on internal route (not calling directly the internal number)
Inbound
Outbound
Dialer (at the moment preview campaign are not supported)
Below there is the list of managed calls with the relative info, such as Contact Name/Number, Start date, End date and time.
By clicking on a specific interaction it is possible to see more details, such as:
Type
Source
Destination
Caller ID
Start date
End date
Contacts
By clicking on Contacts section, it is possible to view the contacts of the XCALLY contacts manager sections, belonging to lists accessible by the agent.
It’s also possible to filter by list, clicking on the filter icon and select a specific list.
By choosing a contact, the agent can see the details and edit it, clicking on EDIT CONTACT.
It is possible to modify it first and last name, landline, mobile and E-mail, clicking on Save to confirm.
In Costumer Journey tab, it’s possible to see the list touchpoints the customer had on the different channels.
Activities
By selecting Activities icon, agent can manage the phone calls.
When there is a new incoming call, the agent can:
Mute the call
Put the speakerphone
Open the internal messenger
Transfer the call (see below how to)
Pause the call
Start a call recording
Please note that Bluetooth headsets are currently not supported for call management
To transfer a call, the agent can click the highlighted button
And select Start new conversation (to begin an attended transfer, so to notify the other agent), or Direct transfer (to begin a blind transfer, as you can see in the screen on the right)
When selecting Direct transfer, the other agent directly receives the incoming call
It is possible to digit the number also from the keyboard, by clicking on the number space and keyboard appears
And you can also use copy and paste functions in that field
Troubleshooting
The error message "invalid domain or IP" may also refer to a certificate issue. Please verify that the certificate in use is valid.
If you need assistance using the Mobile App, you can open a ticket at this link