Edit Phonebar Agent

Voice

The Voice section displays settings related to the agent's SIP (Session Initiation Protocol) client configuration. These parameters control how the agent interacts with telephony infrastructure, including call behavior, media handling, and security.

• Transport: Set the default transports in order of preference.

  • Use udp/tcp/tls if the Agent uses the Windows Phonebar

  • Please note that for newly created Phonebar agents from version 3.65.0, the transport field is now automatically set to both UDP and TCP by default

• Host: insert Host IP (for fixed IP access only) or dynamic (for dynamic access) for SIP registration

• NAT: this variable changes the behaviour of Asterisk for Agent's access behind a firewall. Choose a value among the following: yes, no, force_rport, comedia, never, route

• Type: this field defines the role of SIP within Asterisk, so the relationship between agent and outbound provider. Insert a value among User (used to identify incoming calls), Peer (for outgoing calls) or Friend (which covers both User and Peer)

• Allowed Codecs: Audio Codecs to be used during the call. Choose a value from the list: ulaw, alaw, gsm, g722, g729, opus

• Caller ID: the default caller id shown to call recipients

• Context: this value defines the Agent context (default and recommended value=from-sip)

• Call Group: defines the Agent's call group 

• Pickup Group: defines the Agent's pickup group

• Chanspy if enabled administrator can monitor agent’s phone calls (for more information see ChanSpy documentation)

• Video support: this option enable the H264 video codec. In any case, the video channel is not supported

• Record calls to user extension (default=Inactive; other choices: waw, waw49, gsm) to allow the Agent who gets a call to be recorded automatically

• Encryption (yes/no) using SRTP (Secure Realtime Protocol) Encryption

About Phonebar Call Recording

This feature requires that manual recording is enabled in the agent’s configuration settings.

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When this option is enabled, the agent is visually notified that the call is being recorded.

The Record button on the Phonebar turns red, indicating that the recording is active

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 By clicking the red Record button, the agent can pause the recording at any time. 

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Clicking the button again will resume the recording.

• Start a New Recording segment: agents can also click the + (plus) button to start a new recording segment during the same call.

• Limit: A maximum of two recording files per call is allowed.

Other Channels

Motion bar

This menu is available only if the Agent's Typology is set to Phonebar. This section contains configuration options that control agent behavior and interaction with the XCALLY Phonebar.

Settings

• Enable Settings: allows the agent to view and modify settings directly on the Phonebar

• Auto Answer: automatically answers incoming calls after a user-defined delay (in seconds)

• Ring in Use: if enabled, calls will ring even when the agent is on another call. When disabled, the system automatically rejects incoming calls if the agent is busy

• Enable Recording: allows the agent to manually record incoming calls using the Phonebar interface

• Enable DTMF tones: when enabled, the agent hears DTMF tones while dialing

• Do not disturb during pause: when enabled (default), the agent will not receive direct or internal calls while in pause status.

• Show unanswered call badge: displays a badge on the Call History icon on the Phonebar showing the count of unanswered calls

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• Enable Jaws Integration: enables compatibility with the JAWS screen reader to support visually impaired agents

• Enable Screen Recording by Agent: allows agents to manually start and stop desktop screen recording by clicking a REC button on the Phonebar.

• Enable Automatic Screen Recording: automatically starts a desktop recording whenever a voice call is received or placed via the Phonebar. The agent has no control over the recording process.

• Enable Multi Monitor Screen Recording: allows screen recording across multiple monitors (available starting from Phonebar version 5.12.0.0 and XCALLY version 3.58.0). In this case the video will show the activities on all monitors the agent is using.

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Remote control

Remote Control: allows you to enable or disable the Phonebar API Web Service for an agent profile. This is required for advanced features such as click-to-dial and external system integration via API.

⚠️ This feature is supported only when the agent is using the XCALLY Motion Phonebar.

To activate the Phonebar Remote Control, specify the required technical parameters:

• Remote Control Port: port used by the Phonebar API (Default: 9888)

• SIP Expires: SIP registration expiry time, in seconds (Default: 3600)

• SIP Port: SIP server port for communication (Default: 5060)

Once configured, the Phonebar API will be active on localhost (the agent's machine).

When an agent logs in for the first time after Remote Control has been enabled:

• A popup window will appear asking for administrative confirmation.

• The admin password is required to authorize and complete the activation of the Phonebar API service on the local system.

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SIP

The SIP section allows administrators to define how the Phonebar client connects to the SIP server for registration, media handling, and call signaling.

SIP Parameters:

• SIP Expires: time interval (in seconds) between consecutive SIP registrations.

• SIP Source Port: the local port used by the Phonebar for SIP communication. By default 5160

• SIP Destination Port: the server-side port used to send SIP requests. Default: 5060