What is the Universal Bar?

The xCally Universal Bar is the auto-adapting and always-on-top application used by the Customer Care Agents on all the xCally Platforms (Shuttle, Motion V.1 and Motion V.2) to manage incoming and outgoing calls, along with simple way to perform login/pause/logout actions to the Queues predefined by the supervisors.

The Agents that log into the system can access only the functions set in their Profile (and this is very useful in work environments that share positions, as usually Call Centers are), according to their skill level or tasks in a teamwork: they will only receive and manage the calls landed on the queues the agents belong to and perform actions defined by the System Administrator. 

They can also very easily set their status and pauses on the Universal Bar, share a conversation or forward it. The Supervisor can (if allowed by the Administrator) use the Chanspy utility (to barge in or whisper during a conversation between Customer and Agent.

The Universal Bar is independent from the underlying environment and can be integrated with other applications.

Any time the Universal Bar is run, the system checks if there is a new version available and it's very easy to download and install it (no manual configuration is required) 

The Universal Bar allows Agents passwords reset and full management: the rules follow the setting (see Security Suite and GDPR Compliance) chosen by the Administrator.

Commands and Functions List

The following is the list of the functions icons available on the xCally Universal Bar for the Agents:

The xCally Universal Bar Guide

To start the Universal Bar use the Windows start menu or double-click on the Icon on your desktop:

After that, the login panel will appear: insert your host and Agent credentials.

You can also choose a different language for your Universal Bar interface (by default the language is the same as your desktop).

Place a call

The simplest method to make a call is to enter the name or number into the call entry field  or to use the Dialpad shown clicking the icon : 

Then click the Call button  or press Enter to start the call and a call panel appears as follows: 

Place New Calls

To place a new call without hanging up the current call, simply place a call in the usual way.

A second call panel will appear next to the other call and the previous call is automatically put on hold:

End a Call

Click the End button  on the call panel (the call must be active or on hold) and the call panel closes after a few seconds.

Handle Incoming Calls

As soon as incoming call is received, a call panel appears, showing information about the call:

You can use the icons and buttons of the panel to control the call:

• To answer the call: Click Answer button  from the call panel.

• To decline the call: click Decline button  from the call panel

• To forward the call: click Forward button  from the call panel and a transfer window will appear: enter the name or the number to transfer to and then confirm

Handle an Established Call

During a call, its details are displayed in a call panel:

You can use the icons and buttons within the panel to control the call:

• Hold the call: Click Hold button  from the call panel(to take the call back off hold click Resume button )
• Transfer the call: Click Transfer button from the call panel. You can have two types of transfer: Blind (Unattended) Transfer or Attended Transfer (see below).

• End the call: Click Hangup button  from the call panel.

A default POP-UP containing useful information about the call is shown simultaneously to the Agent:

Transfer a Call

Click on the   Forward icon and then the Transfer window will appear in order to make you choose one of the available transfer methods:

Blind (Unattended) Transfer

Enter the name or number for the transfer destination and click Transfer: the call is placed to the destination in a few seconds (without speaking to the person you're transferring the call)

Attended Transfer (Call then Transfer)

If you want to speak to the agent before transferring the call you just need to call him and then to select his name and number in the Attended Transfer section and then click on Transfer.

Warm Transfer

In a warm transfer more actors are involved, like in the following example:

Agent 1 answers the call and then places the Customer on hold

Agent 1 calls Agent 2 (Agent 1 and Agent 2 speak together)

Agent 1 places the calls on Conference (Agent 1, Agent 2 and Customer speak together)

Agent 1 performs the Warm Transfer by clicking the transfer button (Attended Transfer) on one of the two calls, (it doesn't matter which of the two) and leaving the Conference (only Agent 2 and Customer can speak together now)

Record a Call 

The Agent can start recording a call during the conversation, clicking on the Record button  

The call will be recorded until the Agent clicks on the Record button again.

All the Voice Recordings will be available for the Supervisor and Agent review.

Calls History

Clicking on the icon  you can see a call history log containing the last calls you've done/received:

You can order the list by Contact name/Number or by Date: click on the column header to do it.

If you want to call a Contact in the Calls History, you can just click on the handset button (in the column Action) referring to that contact.

Settings   

Clicking on the button next to the Agent Name, the Agent can access to the Universal Bar Settings:

Profile

The Profile section shows:

• the extension number of the agent
• the actual xCally server address

• the password expiration date

• the button the Agent can use to change the password manually (Change password):

Services

The Services section allows the Agent to set some call features like:

• Auto Answer: if enabled the calls will be automatically answered after the default delay (in the picture is 20 seconds) and the Auto Answer red icon is shown on the xCally Universal Bar . The Agent can disable/enable the Auto Answer function for the current work session.
• Call Forwarding (Unconditional): the Agent can set an automatic forward of any call received, i.e. all calls will be transferred to the number specified (this setting is notified by this sign )

Audio

In this section you can set the audio devices, like speakers and microphones, or the ringtone volume:

About

in this section you find the software release and version installed on your desktop.

If you click on:

• Software Update: the program checks if there is a new version of the xCally Universal Bar