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Let's explore XCally Motion V.2 system features and some of the functionalities from the Agent and the Administrator/Supervisor point of view.

SYSTEM FEATURES

General

GDPR Compliance
Secure Cookie
Telco-independent

Installation

Installable both on the Cloud (SAAS) and on Premises
Compatible with CentOS 7 and Debian
Compatible with Cloud Provider (i.e. AWS, Azure)
Docker container

Architecture

High Availability
Disaster Recovery

AGENT EXPERIENCE

General

Omnichannel Agent Web Desktop
Intuitive user interface
Login and change password with Security Suite
Status setup
Agents' and Queues' availability Dashboard
Internal Messenger System for texting and calling
Option to mask sensitive Data

Contact Management

Contact Lists visibility with:
- Click- to-dial option
- Advanced search button
- Customer Journey management
- "My contacts" section (contacts directly managed by the single agent)

Channels Management

VOICE	CHAT	EMAIL	SMS	OPENCHANNEL	FAX	WHATSAPP
OPERATING SESSION
Manage Phone Calls using the dedicated on-top Phonebar for Windows or the WebRTC embedded OmniDesktop functions: Accept Manually/ Automatically incoming calls and place outbound calls Transfer calls (Blind/Warm/Attended) Record calls (Automatic/Manual) Test and use external SIP Phones Hot Desk option, to associate an available registered Telephone Contact, Interaction and Customer Journey information embodied in the voice session Close and dispose interactions (3-level disposition option) Black list, Recall me and Reschedule disposition option for Dialer Outbound Queue Campaigns Run Jscripty Session (with activated trigger)	Accept manually & automatically and manage Chat conversations Use emoticons and attach files during conversations Select Canned answers Insert internal note Download interactions Start a VIDAOO Video Call session Tag and Trasfer conversations Close and dispose interactions (3-level disposition option) Contact, Interaction and Customer Journey information embodied in the session Advanced Filtering System for Chat Interactions	Accept manually & automatically and manage Email messages Attach files during conversations Select Canned answers Insert internal note Download interactions Tag and Trasfer conversations Close and dispose interactions (3-level disposition option) Contact, Interaction and Customer Journey information embodied in the session Advanced Filtering System for Email Interactions	Accept manually & automatically and manage SMS messages Use emoticons during conversations Select Canned answers Insert internal note Download interactions Tag and Trasfer conversations Close and dispose interactions (3-level disposition option) Contact, Interaction and Customer Journey information embodied in the session Advanced Filtering System for SMS Interactions	Accept manually & automatically and manage Open Channel messages Use emoticons and attach files during conversations Select Canned answers Insert internal note Download interactions Tag and Trasfer conversations Close and dispose interactions (3-level disposition option) Contact, Interaction and Customer Journey information embodied in the session Advanced Filtering System for Open Channel Interactions	Accept manually & automatically and manage FAX exchange sessions Attach files during conversations Download interactions Tag and Trasfer conversations Close and dispose interactions (3-level disposition option) Contact, Interaction and Customer Journey information embodied in the session Advanced Filtering System for Fax Interactions	Accept manually & automatically and manage WhatsApp messages Use emoticons during conversations Download interactions Insert internal note Tag and Trasfer conversations Close and dispose interactions (3-level disposition option) Contact, Interaction and Customer Journey information embodied in the session Advanced Filtering System for WA Interactions
SESSION BACK DATA
Voice calls List managed by the agent Abandoned Calls List in Inbound activities and in Dialer Campaings Call Recordings List, with download option Scheduled Calls Section (calls rescheduled by the agent during a Dialer Campaign)	Chat Channel Interactions List with search filter and download (pdf transcript with or without attachments) options	Email Channel Interactions List with search filter and download (export in eml with or without attachments) options	SMS Channel Interactions List with search filter and download (pdf transcript) options	Openchannel Interactions List with search filter and download (pdf transcript with or without attachments) options	FAX Channel Interactions List with search filter and download (pdf transcript) options	WA Channel Interactions List with search filter and download (pdf transcript) options

Calls Management

Phonebar

- Application for voice calls management
- Enable/Disable software update
- Auto-adaptive and always on top
- Calls Management:
  - Pause/Unpause
  - Set speakerphone and Mute
  - Auto-answer
  - Unconditional transfer
  - Redial, Hold, Do not Disturb
  - Incoming Call display
  - Call history
  - Call conference
  - Call transfer (blind, attended, warm)
  - Call recording (automatic or manual)
  - Click to call
  - Call-to-service association
- API for call control and CTI
- Customizable Pop-ups
- Screen recording
- Blind Agents management (Jaws support)
- Out prefix to associate an outbound route

WebRTC Technology

WebRTC functions for voice calls management embedded in the Omni Desktop Interface
No installation or upgrade is required
Auto-adaptive and with bandwidth limitation
Multi-client compliant (not only windows users)
Calls Management:
- Pause/Unpause
- Set speakerphone and Mute
- Auto-answer
- Unconditional transfer
- Redial, Hold, Do not Disturb
- Incoming Call display
- Call history
- Call conference
- Call transfer (blind, attended, warm)
- Call recording (automatic or manual)
- Click to call
- Call-to-service association
API for call control and CTI
Customizable Pop-ups
Screen recording
Blind Agents management (Jaws support)
Out prefix to associate an outbound route

ADMIN AND USER EXPERIENCE

	General & Settings Intuitive user interface Login and change password with Security Suite Networks and SMTP settings configuration Customized graphical user interface Software updates visibility Setup Reports and Analytics for each Channel to analyze the Contact Center performances Licenses & Provisioning: Interface to update Modules Licenses Change Plans and concurrent Agents number from the specific UI request form Option to mask sensitive Data
	Dashboards Customized real time Dashboards, with users access configuration Widgets (Custom path, Chart)
	Staff Setup and Management Create, edit and delete Agents, Users, Telephones (simple PBX Extensions) Assign permissions (i.e. channels, internal message, downloads) to Agents and Users (User Profiles) Enable Agents or Users to use Active Directory Credentials to login Enable Agents or Users to use Google authentication to login Associate Agents to Teams Associate Agents to Channel Queues Associate Teams to Out Prefixes Associate Teams to Channel Queues Set the Channel Capacity (the maximum number of concurrent channel interactions per agent) Set the Agent typology (Phonebar, WebRTC or External) Enable Agents (External) to use the Hot Desk option, to associate an available registered Telephone Enable Agents (Phonebar) to use Phonebar API Web Service with Remote Control Agent Phonebar configuration (i.e. enable auto answer, voice and screen recording, jaws integration, dtfm tones) Agent WebRTC configuration (i.e. enable auto answer, recording, dtfm tones)
	Contact Management Add contacts manually or import a file Define contact lists to generate calls by automatic outbound dialer Export Lists to CVS file Assign agents to specific contact lists Set Black lists Advanced search button Customer Journey management Define global and custom fields per contact list Define customized disposositions (3-level disposition)

Channels Management

	VOICE Configure SIP Connections (Trunks) between phone system and VOIP provider for inbound/outbound calls Configure Queues dedicated to voice interactions and define their routing mechanisms Define the Routing Strategies and the Contexts to manage internal, inbound and outbound calls Define Triggers for Voice interactions automatic handling Set Time Intervals Setup a Voicemail for the callers who want to leave a voice message Define Music on Hold classes Access to Voice Recordings List, with download option Access to Screen Recordings List, with download option Enable Supervisors to Chanspy, namely to listen to agents calls, as well as to whisper or barge into a conversation Set Out Prefixes to associate an outbound route Access Realtime Environment to monitor the activity status of agents, telephones, trunks, queues and outbound calls
	CHAT Configure Queues dedicated to chat interactions and define their routing mechanisms Customize the notification of a new interaction Set Queue Transfer feature to enable Agents to transfer the interaction to another Queue Set Agent Transfer feature to enable Agents to transfer ethe interaction to another Agent Define the website snippet appearance Set Proactive Action, Timeout or Mouse over, that define when the snippet should be shown on your site page Build the interaction form for online and offline chat management Define chat dispositions Set a list of canned answers (available only when the interaction comes from a specific Website) Define the applications that will be executed when there is an incoming chat message Spy a live chat Chat Channel Interactions List with search filter and download (pdf transcript with or without attachments) options Monitor Chat activities and agents status in Realtime Setup the chat-to-videochat escalation function (with VIDAOO) Manage Offline Chat messages via Email interaction
	EMAIL Configure Queues dedicated to email interactions and define their routing mechanisms Customize the notification of a new interaction Set Queue Transfer feature to enable Agents to transfer the interaction to another Queue Set Agent Transfer feature to enable Agents to transfer the interaction to another Agent Define an outgoing email messages Template Define email accounts dispositions Set a list of canned answers Define the applications that will be executed when there is an incoming email message Spy the contents of an interaction thread and possibility to insert an internal note Email Channel Interactions List with search filter and download (export in eml with or without attachments) options Monitor Email activities and operators in Realtime Pre-configured Email Providers (Gmail, Hotmail, Yahoo, Outlook365)
	SMS Configure Queues dedicated to SMS interactions and define their routing mechanisms Customize the notification of a new interaction Set Queue Transfer feature to enable Agents to transfer the interaction to another Queue Set Agent Transfer feature to enable Agents to transfer the interaction to another Agent Define SMS accounts dispositions Set a list of canned answers Define the applications that will be executed when there is an incoming SMS Spy the contents of an interaction thread and possibility to insert an internal note SMS Channel Interactions List with search filter and download (pdf transcript) options Monitor SMS activities and operators in Realtime Pre-configured SMS Providers (Twilio, Shebby, Connectel, ClickSend, Plivo, Infobip, Clickatell, Bandwidth, CSCTelecom, Intelepeer)
	OPENCHANNEL Configure Queues dedicated to Openchannel interactions and define their routing mechanisms Customize the notification of a new interaction Set Queue Transfer feature to enable Agents to transfer the interaction to another Queue Set Agent Transfer feature to enable Agents to transfer the interaction to another Agent Define Openchannel accounts dispositions Set a list of canned answers Define the applications that will be executed when there is an incoming openchannel message Spy the contents of an interaction thread and possibility to insert an internal note Openchannel Interactions List with search filter and download (pdf transcript with or without attachments) options Monitor Openchannel activities and operators in Realtime Integrations (Facebook, Line, Skype for business, Teams, Telegram, Twitter, Viber e WeChat)
	FAX Configure Queues dedicated to FAX interactions and define their routing mechanisms Insert all the information needed to configure the send and receive capability Customize the notification of a new interaction Set Queue Transfer feature to enable Agents to transfer the interaction to another Queue Set Agent Transfer feature to enable Agents to transfer the interaction to another Agent Define FAX accounts dispositions Define the applications that will be executed when there is an incoming fax message Spy the contents of an interaction thread and possibility to insert an internal note FAX Interactions List with search filter and download (pdf transcript with or without attachments) options Monitor FAX activities and operators in Realtime
	WHATSAPP CONNECTOR Configure Queues dedicated to WA interactions and define their routing mechanisms Customize the notification of a new interaction Set Queue Transfer feature to enable Agents to transfer the interaction to another Queue Set Agent Transfer feature to enable Agents to transfer the interaction to another Agent Define WA accounts dispositions Set a list of canned answers Define the applications that will be executed when there is an incoming WA message Spy the contents of an interaction thread and possibility to insert an internal note WA Channel Interactions List with search filter and download (pdf transcript) options Monitor WA activities and operators in Realtime Pre-configured WA Providers (Twilio)

Other Key Features

MOTION BULL
QUEUE CAMPAIGN	IVR CAMPAIGN
Create and update Queue campaigns with the automated outbound dialer Motion Bull Set the campaign strategy with the outbound dialing methods: progressive, predictive, power dialing, preview, booked progressive Create a trunk and a backup trunk Configure queues and add agents/teams Set the time interval for the campaign to perform outbound calls Upload contact lists and check duplicates option Upload blacklists to skip contacts during the automatic dialing Cut called id digits to prevent the customer from seeing them Set IVR projects (Cally Square) before and after the call is placed in a queue Define Retry Settings: maximum number of times a contact is called before considering it closed globally and for congestion, busy, no answer, no such numberm, drop, abandoned, machine, agent reject issues Specify the file format when recording Define dispositions Recall-me features Timezone check for campaigns and contacts Set Answering Machine Detection parameters Clone campaign Monitor the campaign results (Hopper, History, Final) Monitor the campaign in Realtime	Create and update IVR campaigns with the automated outbound dialer Motion Bull Set the campaign strategy with the outbound dialing methods: progressive, predictive, power dialing, preview, booked progressive Create a trunk and a backup trunk Set the time interval for the campaign to perform outbound calls Upload contact lists and check duplicates option Upload blacklists to skip contacts during the automatic dialing Cut called id digits to prevent the customer from seeing them Define Retry Settings: maximum number of times a contact is called before considering it closed globally and for congestion, busy, no answer, no such number, drop, abandoned, machine, agent reject issues Timezone check for campaigns and contacts Set Answering Machine Detection parameters Clone campaign Monitor the campaign results (Hopper, History, Final) Monitor the campaign in Realtime

CALLY SQUARE	JSCRIPTY
Create and update Graphical Drag&Drop IVR projects to manage the call flows Connect to a remote DB (ODBC) to extract information Define Variables and Intervals Use ASR to gather input and responses through spoken words Perform call recording IVR Recordings List	Setup and release Surveys models using the intuitive application Jscripty JScripty Projects List

APP ZONE	TOOLS
Install plugins (HTML or Script Applications) Edit plugins Set permissions for Users and Agents	Create Canned Answers, Dispositions, Custom Dashboards, Intervals, Pauses, Scheduler, Sounds, Tags, Templates, Trunks, Variables Set up Triggers to design effective event driven or automatic behaviors

INTEGRATIONS

Application Name	Integration with	Integration Type
Amazon	AWS Polly TTS LEX	new extension (Cally Square) new extension (Cally Square)
Asterisk	CLI	external app (plugin)
Bandwidth	SMS	triggered and ready to use
Clickatell	SMS	triggered and ready-to-use
Clicksend	SMS	triggered and ready-to-use
Connectel	SMS	triggered and ready-to-use
CSCTelecom	SMS	triggered and ready-to-use
Desk.com	Tickets	triggered and ready-to-use
Dynamics 365	Tickets	triggered and ready-to-use
Facebook	Messenger & Wall	new Channel
Freshdesk	Tickets	triggered and ready-to-use
Freshworks (formerly Freshsales)	CRM	triggered and ready-to-use
Google	TTS TTS Cloud ASR Dialogflow DialoflowV2	new extension (Cally Square) new extension (Cally Square) new extension (Cally Square) new extension (Cally Square) new extension (Cally Square)
Grafana	Dashboards	new extension (Analytics) - FEATURE DEPRECATED
Infobip	SMS	triggered and ready-to-use (Infobip offline configuration needed)
IntelePeer	SMS	triggered and ready-to-use
ISpeech	TTS ASR	new extension (Cally Square) new extension (Cally Square)
Line	Messages	new Channel
Lumenvox	TTS ASR	new extension (Cally Square) new extension (Cally Square)
Plivo	ClickToCall SMS	hints for developers and configuration steps triggered and ready-to-use
Salesforce	ClickToCall CRM	triggered and ready-to-use triggered and ready-to-use
ServiceNow	CRM	triggered and ready-to-use
Sestek	TTS ASR BOT (Natural Dialog Assistant)	new extension (Cally Square) new extension (Cally Square) new extension (Cally Square)
Skebby	SMS	triggered and ready-to-use
Skype for Business	Messages	new Channel
SugarCRM	CRM	triggered and ready-to-use
Teams	Messages	new Channel & plugin
Telegram	Messages	new Channel & plugin
Tilde	ASR	new extension (Cally Square)
Twilio	SMS Trunk WhatsApp	triggered and ready-to-use triggered and ready-to-use Native Channel (from rel. 2.5.0)
Twitter	Direct Messages & Tweets	new Channel
TVox	Chat	triggered and ready-to-use
Unix	SSH	external app (plugin)
Viber	Messages	new Channel
VTiger	Tickets	triggered and ready-to-use
XLite	Softphone	external app
Zendesk	Tickets	triggered and ready-to-use
Zoho	CRM	triggered and ready-to-use
Zoiper	Softphone	external app

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