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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


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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


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/ 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 
  • Accept/ Send/ Receive/ Reply/ Forward/ Set as Pending 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 
  • Accept/ Send/ Receive 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 
  • Accept/ Send/ Receive 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 
  • Accept/ Send/ Receive 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 
  • Accept/ Send/ Receive 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 
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

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)
  • Associate Agents to Teams

  • Associate Agents 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)

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 CAMPAIGNIVR 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
  • 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
  • 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 NameIntegration withIntegration Type

Amazon

  • new extension (Cally Square)
  • new extension (Cally Square)
Asterisk
  • external app (plugin)
Bandwidth
  • triggered and ready to use
Clickatell
  • triggered and ready-to-use
Clicksend
  • triggered and ready-to-use
Connectel
  • triggered and ready-to-use
CSCTelecom
  • triggered and ready-to-use
Desk.com
  • triggered and ready-to-use
Dynamics 365
  • triggered and ready-to-use
Facebook
  • new Channel
Freshdesk
  • triggered and ready-to-use
Freshworks (formerly Freshsales)
  • triggered and ready-to-use
Google
  • new extension (Cally Square)
  • new extension (Cally Square)
  • new extension (Cally Square)
  • new extension (Cally Square)
  • new extension (Cally Square)
Grafana
  • new extension (Analytics)
Infobip
  • triggered and ready-to-use (Infobip offline configuration needed)
IntelePeer
  • triggered and ready-to-use
ISpeech
  • new extension (Cally Square)
  • new extension (Cally Square)
Line
  • new Channel
Lumenvox
  • new extension (Cally Square)
  • new extension (Cally Square)
Plivo
  • hints for developers and configuration steps
  • triggered and ready-to-use
Salesforce
  • triggered and ready-to-use
  • triggered and ready-to-use
ServiceNow
  • triggered and ready-to-use
Sestek
  • new extension (Cally Square)
  • new extension (Cally Square)
  • new extension (Cally Square) 
Skebby
  • triggered and ready-to-use
Skype for Business
  • new Channel
SugarCRM
  • triggered and ready-to-use
Teams
  • new Channel & plugin
Telegram
  • new Channel & plugin
Tilde
  • new extension (Cally Square)
Twilio
  • triggered and ready-to-use
  • triggered and ready-to-use
  • Native Channel (from rel. 2.5.0)
Twitter
  • new Channel
Unix
  • external app (plugin)
Viber
  • new Channel
VTiger
  • triggered and ready-to-use
XLite
  • external app

Zendesk

  • triggered and ready-to-use
Zoho
  • triggered and ready-to-use
Zoiper
  • external app