Voice Channel Setup
The XCALLY MOTION Voice channel allows you to define all the mechanisms by which the inbound, outbound or internal voice calls can be managed.
Whenever a voice interaction is received in your Customer Care, any Agent available is notified according a a routing logic configured to the Queue they belong to.
In the Voice Section and Admin Tools you find:
- Queues: where you can configure queues dedicated to voice interactions, which the Agents can belong to (routing mechanisms, teams management, and so on)
- Trunks: where you must configure the SIP connection between your phone system and a VOIP provider for inbound/outbound calls (you find this menu item under Admin Tools)
- Routes: where you define how to manage internal, inbound and outbound calls (contexts, applications, intervals, and so on)
- Time Intervals: is one of the Admin Tools that can be used to define the range of time an application can be executed
- Realtime: where you can monitor the status of agents, telephones and trunks and view realtime information about queues and outbound calls
- Voice Recordings: this section shows all the calls recorded and allows you to listen to their contents
- Voicemail: in this section you can create application used by a caller to leave a voice message
- Chanspy: this feature enables Supervisors to listen to agents calls, as well as to whisper or barge into a conversation
- Voice Triggers: this is used to execute actions if the defined conditions are met (you find this menu item under Admin Tools)
- Out Prefixes: here you can define a list of service based prefixes in order to mark an outgoing call with it
Please see the main steps needed to manage inbound and outbound calls in the two video below:
Click on the name of the topic to go to the related wiki page:
