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Users

Users can be either Administrators or Supervisors: they belong to the same Staff category (Users) but they have a different role (Admin role versus User role).

Admin Role: all the Modules will be available, as well as any Channel Queue access
User Role: access to specific (or all) Modules and Channel Queues or other resources will follow the User Profile assigned to the User (it must be chosen during the user creation).

Create a User

To create a User with Admin or User Role click the + insert New User button under the Users Section:

To create an Admin Role Choose Admin

To create an User Role Choose User and select the proper User Profile from the list (the User Profile must be created in advance by the related section)

Then enter User Full Name, Username, Email and Password:

Username is used to login (only letters, numbers or special characters like ._ are allowed)
Email: the User email address. This field is used to receive a link to reset the password anytime the user forgets it
Password: insert here the password. According XCALLY Motion Security rules, if the Security Suite is enabled, it must contain least 8 characters and have at least 1 lowercase character, one uppercase character, one numeric character and one of the following special characters ~!@#$%^&-_=+[{]}.

Modify a User

After the Users are created, you can view them in the list of users:

You can edit, modify or add information in a User account, just clicking on the three-dots menu and then on Edit:

Now you can modify the info related to the chosen User in the relative tabs:

Account

In Personal Info tab you can edit and modify the general information inserted (except for the Role and Username).
For User Role you can also change User Profile

In the Security Suite Section of Admin Role you can see:

the last password reset time and date (if there is any). This value is shown only if the Security Suite feature is enabled in the Admin Settings

In the Security Suite Section of User Role, you can:

check the last password reset time and date (if there is any). This value is shown only if the Security Suite feature is enabled in the Admin Settings
Disabled: switch on to disable the User Account (this action can be reverted, switching the toggle off)
Locked: if the user's account has been locked out after a number of failed login attempts, switch it off to unlock it.

In the Authentication section:
- you can active directory SSO, to login with the Active Directory credentials
- disable MFA for the User, when active

In the Change Avatar section, if you want to change the User Avatar click upload and select the image file (Only PNG and JPG formats - max 8MB)

Internal messenger

If the toggle button is switched on, when receiving a new Internal Message, the admin/user will be notified by a sound.

Client Logs Tab

There are 4 levels available. Below, the basic information in this regard:

DEBUG_LEVEL	DEBUG	LOGS
ERROR	The ERROR level designates error events that might still allow the application to continue running	error log
WARNING	The WARNING level designates potentially harmful situations	error log, warn log
INFO	The INFO level designates informational messages that highlight the progress of the application at coarse-grained level.	error log, warn log, info log
DEBUG	The DEBUG Level designates fine-grained informational events that are most useful to debug an application.	error log, warn log, info log, debug log

This feature allows the logs file output on the server (i.e. client/role-username folder), for the Agent/User logs have been enabled.

This feature generates high data traffic. So, it’s recommended to disable it when not neeed.

Delete Users

To delete a User, find it in the User list

click on 3 dots menu and then on Delete User:

Note: the default Admin cannot be deleted!

When you delete a staff member, the system will consider the action as SOFT DELETE and will transfer the user in the Deleted Members section, from which you can restore member or delete it permanently

API KEY

From the API Key Manager button (on the top-right of the header), you can Generate an API key:

Once an API Key has been generated, you can change or remove it. Clicking on the button, you can choose your action:

Remove: to remove the previous created API key
Copy: to copy the API key
Generate: when there isn’t an API key or the old API key is removed, it's possible to generate a new API key (the button "Generate" is visible only if there isn't a previous API key).

Change a User password

Administrators can change the User password: find the User from the Users list (you can use the search box on the top-right of the page to filter), click on 3 dots button and then Edit the User profile.

Now click on the Change Password icon (on the top-right of the header), insert the new password and save it:

According XCALLY Motion Security rules, if the Security Suite is enabled, it must contain least 8 characters and have at least 1 lowercase character, one uppercase character, one numeric character and one of the following special characters ~!@#$%^&-_=+[{]}.

In the same way the Administrator can also change his/her personal password, but in this case the old one must also be provided:

User Profiles

The User Profiles are designed to allow the Administrator to better and easily assign specific permissions to one or more users according to their usual scope of work and role in the organization.

The Administrator is responsible for:

creation of a User Profile
configuration of a User Profile
assignment of a User Profile to a user

The configuration process allows the Administrator to decide, for each Module included in the license, which sections and resources should be made available to the users belonging to a User Profile.

Since the permissions can be assigned at a very high level of detail, we recommend creating as many User Profiles as there are skills the user will need to have or activities he/she will have to perform within the organization.

Installing XCALLY Motion (from version 2.1.0 onwards)

When XCALLY Motion is installed for the first time

one default User Profile is provided: this profile must be customized according to the permissions you wish to grant to your User/Users (it doesn't allow any permission by default).

When XCALLY Motion is installed as an update

for any set of permissions applied to the existing Users, a new User Profile (named profile_<progressive number>) will be created and the corresponding Users will inherit it in the Account's Personal Info.

In this case if more than one User share the same Permissions set, they will belong to the same User Profile.

Create a User Profile

Go to Staff → User Profiles:

Now you are in the User Profiles List. Click on the Add button +:

The Mask Sensitive Data feature is available from version 2.5.23.
If you choose to apply the data mask, all the views linked to the contacts will be masked to the Users who are part of the Profile in question (contacts, bull, interactions, voice recordings, etc.).
For the Contacts section, the data is masked only if the User Profile does not allow the edit permission.

Insert:

new profile name
description
permission type (Read / Read and Edit / Read and Delete / Read, Edit and Delete)

The Permission Type specified in this form is automatically inherited by every module, section and resource that will be enabled in the User Profile, unless manually overridden in the configuration panel of the specific section.

Select Mask Sensitive Data if you want the Users belonging to this Profile not to see the personal data of the Contacts, such as the telephone number, the Name and the Email address. If you enable it, remember to specify the number of characters / digits to mask in the Settings - General (Security section):

Edit the User Profile

On the User Profiles List you find all the Profiles that have been created so far.

Click on

to open the Menu where you find the Edit command:

Here you can Edit User Profile, Clone a User Profile or Delete it

Click Edit User Profile in order to view / change the User Profile's Settings, Permissions and Downloads.

Settings

Permissions

Here you can find information on how to add or modify permissions to User Profiles.
By default, when a new User Profile is created all the Modules and Sections are disabled (grey icon):

The icon near the name of the Module can be:

Red for Unlicensed: the Module is not included in the license and no configuration is allowed.
Orange for Partial enabling: only some Module's sections are enabled or all of them are enabled, but not all their related resources are.
Green for Full enabling: all Module's sections and all their related resources are enabled.

If you want to fully enable a Module (eg. the complete Voice Module):

you can click on the switch

:

Confirm your action:

Now the Module icon turns green and the switch is on.

By doing this, all the Module's sections will be automatically enabled
(e.g. Voice Queues, Inbound Routes, Voicemails and so on)
and all their related resources will become available.

Then you can click on Manage icon:

Select section from dropdown menu:

Enable/Disable permissions of view, read, edit, delete

Once you switch the selector on, all the resources to which it refers are associated to the User Profile.
You can also automatically associate all the resources of a single section without enabling the entire Module by clicking on the switch inside the Module's configuration panel.
Manual association is disabled.
This action will associate all present and future resources of that section to the User Profile.

Switching it off will remove all the resources of that section and will prevent any future resource to be automatically associated to the User Profile. This implies that for each User Profile, only the resources created by one of its users will be automatically associated.

If instead you want to reduce the set of functions and the resources available, you have to switch the button off, clicking on the

manage icon and proceed manually to disable the resources you don't want to be associated to the User Profile anymore.

In fact if you want to give Users belonging to a User Profile access to any resource created by a User belonging to another User Profile, you must manually associate that specific resource.

Manual association is enabled.

In the configuration panel that will open you can define for each section:

Visibility

Hide or show the section in the User Desktop side menu, when the User is logged into his web GUI

	show
	hide

Permissions

You can override the permissions inherited by the User Profile, by changing it only for a specific section. If the icon is green, it means they are enabled.

	read
	edit
	delete

Example:

Among all the existing Voice Queues (left panel), only the "Sales" queue will be available to the user in read only mode:

If you only set the Read permission to a Section, all its resources cannot be modified by the user, therefore:

any action inside the three dot menu that requires the Edit or Delete permissions will not be displayed
the user can view the resource detail where present (all fields are disabled)
fast edit is disabled where present

Resources association

Note that it is not necessary to enable a section in order to associate one of its resources to a User Profile. Simply associating the resource will make it available in every context it may be used (read-only permission).

Example - Add an Agent to a Voice Queue

Any associated voice queue will be available for association even if the Voice Queue section is not enabled and therefore not visible in the sidebar menu.

Every List of items (e.g.: sounds, contexts, lists, actions, etc) that can be chosen and linked to a Resource (e.g: Accounts, Websites, Queues, etc), can be associated or not to the User Profile:

if so, the Users belonging to the Profile can freely use it and associate/disassociate it to the resources (in create or edit mode)
if not, the Users belonging to the Profile can only see it (only in edit mode, not in create) but not associate/disassociate it to the resource.

To make it simpler, let's take the example of a User, belonging to a Profile where there is an association with two voice queues (test1 and test2):

Let's see how will it be when the User create or edit an agent-queue association:

Example 1 (Create Mode):

In the example above, when the User creates an agent he can only choose to associate one or both of the voice queues assigned (test1, test2) to the Profile.

Example 2 (Edit Mode):

In the example above, the User Profile permissions allow the User to associate/disassociate to the Agent only the queues "test1" and "test2" (clicking on the single

or group

arrows). On the contrary, the queues "sales" and "Support", which have not been associated to the User Profile, can only be seen but not modified by the User.

Please note that anytime you click on Save, all the changes you have done to the permissions of any section and resource belonging to the same module will be saved as a whole:

Dashboards

In order to add or change permissions to the default Dashboards to a User Profile, click on the Permissions tab:

If the General Dashboard is not associated to the User Profile, the Home displayed to the User
will be like this:

otherwise the Home will display the General Dashboard:

You may enable the Custom Dashboards in the Tools Module.

If, for example, both Dashboards types (custom and general) are associated to this profile and the visibility is granted, the user will see a Dashboard submenu containing all the available entries.

Staff

In order to add or change permissions to the Staff to a User Profile, click on the Permissions tab:

For example you can:

choose a list of Agents existing on the system and associate them to the user profile, adding visibility and permissions:

choose which Telephones to associate to this profile and decide which permissions and visibility to give:

add permissions to specific Teams:

At the end the Users belonging to this profile will have the following XCALLY Motion Desktop view:

Remember to associate also the Queues (in the specific Channel Module) you want the User to manage: the Users having this profile will manage only those who have been associated to it.

Contacts Manager

In order to add or change permissions to the Contacts Manager features to a User Profile, click on the Permissions tab: