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 Voice Section 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)
Queue Groups: to configure a priority to several queues at global level
Routes: where you define how to manage internal, inbound and outbound calls (contexts, applications, intervals, and so on)
Contexts: to manage call routing and define call processing behaviour. Contexts allow the logical separation and isolation of different call-handling functionalities, providing flexibility and security in managing incoming and outgoing calls
Voicemails: in this section you can create application used by a caller to leave a voice message
Music on Hold: to define the music on hold for customers in waiting queue
Voice Recordings: this section shows all the calls recorded and allows you to listen to their contents
QA Categories: group of filters created with AWS cloud provider to analyse voice recordings
Chanspy: this feature enables Supervisors to listen to agents calls, as well as to whisper or barge into a conversation
Out Prefixes: here you can define a list of service based prefixes in order to mark an outgoing call with it
Calls Inspector and Queues Inspectors: to view calls/queues interactions details
Realtime: where you can monitor the status of agents, telephones and trunks and view realtime information about queues and outbound calls
Moreover in Admin Tools you find useful features to manage voice channel:
Trunks: where you must configure the SIP connection between your phone system and a VOIP provider for inbound/outbound calls
Time Intervals: that can be used to define the range of time an application can be executed
Voice Triggers: this is used to execute actions if the defined conditions are met
Please see the main steps needed to manage inbound and outbound calls in the two video below: