1 Product Overview

1.1 General Introduction

XCALLY MOTION is one of the first real Omni Channel Solution, allowing to manage several types of information in a Unified and Integrated Environment, where businesses control all

channels seamlessly.

XCally Motion extends the intelligent queuing strategy mechanism, typical of the voice calls

distribution systems, to all Channels (Email, Chat, SMS, Fax, WEBRTC VideoCall and so on),

including Open channels.

It provides the following features:

• Customer History knowledge and personalized contact service approach

• Access to Service using the most common touch and interaction points

• Support to multiple channels consistently across the whole Customer Journey

• Self-service and Live-Agent interaction blending

• Proactive Service attitude

• Return of investments (ROI) from the Business Process Reorganization

• Integrate legacy systems without loosing efficiency

• Increase customers’ satisfaction and loyalty • Decrease customers’ frustration and abandoned interactions

• Optimize human resources management

• Reduce inbound call volumes and unnecessary call time

• Customers’ cross-channel knowledge base

• Omni-channel Desktop environment monitoring • Increased variety of mediums to the customers communication abilities (such as email, SMS, video

chat, social and more)

• Switching capabilities from one channel to another • Added Video WEBRTC (optional package) capability to the base product as a new Channel for video-

call sessions, where the Agents can interact in audio&video sessions with the Customers and share

with them the screen content or a file and the call can be recorded and stored.

Some of the key benefits of using XCALLY MOTION Omni Channel Solutions are listed below:

• Multiple Channels but a Single Environment

Even though your call center is managing customers through multiple channels, all information is

saved in one place. A customer might interact with an agent through live chat, with another agent

over a voice call and then by email. Since all the interactions of that customer using the various

channels are saved, agent at any channel can easily access the customer's journey. This allows

agents to efficiently manage the customer's request and provide a personalize service.

For each interaction with the client, it is possible for the agent to have immediate visibility of

the historical interactions on a Timeline, and information such as the channel used, the

associated service or queue, the date and time of contact, the interaction status and various

value-added information associated with it, such as Tag and Disposition, which better classify

the interaction.

• Faster Support

Customers issues can easily and quickly be solved by being available at the most common

touch points. Agents can offer an instant support through live chat, email, voice and social

media. Agent can use the customer's history to offer faster support.

• Increase customer satisfaction

Enabling customers to communicate through multiple channels is the first step towards

customer satisfaction. The omnichannel solution allows a customer to seamlessly interact

with your company and feel recognized.

• Self-service and Live-Agent interaction blending

Most customers would like to solve their issues themselves before contacting an agent. Using

our Cally Square IVR designer, you can provide self service with a possibility of contacting a

live agent when needed. The self service usually covers the most frequent inquiries and allows

customers to easily solve their issues. Calls come to the queues only when customer can't

answer on their own, hence the overall call volume will decrease and agents can be more

productive by managing more complex inquiries.

• Omni-channel Desktop environment monitoring

The realtime panels allows supervisors to monitor agents performance and make dynamic

changes when needed. Supervisors can also perform call monitoring and recording services

for the purpose of quality assurance.

1.2 XCally Motion V.2 - What you get

• Agent Phonebar, WebRTC bar and OmniChannel Desktop • Automatic Dialer "Bull": outbound calls generator that gets the contacts from a list and connects

contacts to agents or forwards the call to an IVR specific for the campaign • Graphical Drag&Drop IVR Designer

• Real Time Multi-Channel Monitor for Supervisors

• Cross-Channel Customer Journey History

• Agents Real Time Dashboards • Channel Dashboards, to allow complete and immediate snapshot view of any single Communication

Channel, showing all the changes happening in realtime • Jscripty for call center surveys

• Contacts and Lists Management • Reports and Analytics, which are powerful tools for the System Administrator for checking

performances and goals achieving that can be easily customizable and are ready to use

• Triggers to design effective event driven or automatic behaviors. Triggers are operating rules

(Actions) which are immediately activated when some interactions take place (Conditions) • Integrations of third party applications (i.e. Zendesk, Salesforce, Freshdesk, Sugar, VTiger and more)

• API set to interact with XCally Motion

• Video WEBRTC Channel

• Call Recording

• Social Media Open Channel integration

1.3 General Requirements

XCALLY Motion can be deployed on a dedicated on-premise server, virtual machine or on the

cloud. XCALLY Motion runs on a CentOS machine and the server specification depend on the type

of service you are offering and the number of agents in the call center.

Server-side requirements

Operating System

Linux CentOS 7.X - 64 bit (minimal)

Recommended minimum server sizes:

Voice Voice + Dialer Omnichannel Full

RAM: 2 GB RAM: 4 GB RAM: 4 GB RAM: 4 GB

CPU: 2 CPU: 4 CPU: 4 CPU: 4

HDD: 32 GB HDD: 32 GB HDD: 32 GB HDD: 32 GB

Up to 30 agents**

RAM: 4 GB RAM: 6 GB RAM: 6 GB RAM: 6 GB

CPU: 4 CPU: 6 CPU: 6 CPU: 6

HDD: 60 GB HDD: 60 GB HDD: 60 GB HDD: 60 GB

Up to 100 agents**

RAM: 4 GB RAM: 6 GB RAM: 6 GB RAM: 8 GB

CPU: 4 CPU: 6 CPU: 6 CPU: 8

HDD: 100 GB HDD: 100 GB HDD: 100 GB HDD: 100 GB

100 + agents**

** concurrent agents

N.B. More RAM or HDD space is needed using complex IVR scripts (DB access and custom scripts)

or if you need to store many logs and call recordings.

Client-side requirements

Agents can manage interaction coming from multiple channel using the same unified user interface.

To manage voice calls, agents can use Motion Phonebar, WebRTC bar or external SIP clients.

To use the Phonebar:

• Browsers: Google Chrome, Mozilla Firefox, MS Edge • OS: Windows 7, 8, 10 with .Net 3.5 installed

To use external SIP clients:

• Browser: Google Chrome, Mozilla Firefox, MS Edge • OS: MAC OS (Yosemite/El Capitan/Sierra/High Sierra), Linux OS, MS Windows 7, 8,10 (refer to

OS requirements of the SIP clients)

To use the WebRTC Bar:

• Browsers: Opera, Google Chrome, Safari

• OS: MAC OS (Yosemite/El Capitan/Sierra/High Sierra), MS Windows 7, 8, 10, Linux OS

Omni Desktop Interface enables your customer care Agents to manage Web Chat, Open

Channels Interactions, E-mails, SMS and Fax.

Agents can access to their Contact Management (advanced address book) and Real

time dashboards, in order to get the best Customer eXperience (CX).

1.4 Functions available for Administrators

The following is a summary of the basic functions that can be performed by an Administrators in

XCally Motion V.2.

1.5 Software Installation and Upgrades

• Follow the procedure for the Server Installation and the Client Phonebar fast setup

• Software Update for:

• Phonebar, with a "new version" notification at Agent login

• Server, with availability notification and access to the documentation site for a full description

1.6 System Settings and Tools

• Change the passwords

• Licenses & Provisioning:

• Interface to update Modules Licenses

• Change Plans and concurrent Agents number from the specific UI request form

• Configure Networks and SMTP settings

• Define general settings, as: Time Intervals, Pauses, Sounds, Tags, Templates

• Define Standard Variables use or customize and issue new ones

• Design Custom Dashboards and enable Users to run them

1.7 Staff Setup and Management

In the staff section, administrator is able to create:

• Define the Staff:

• Agents (Contact Center Employees)

• Users (Supervisors and Controllers)

• Telephones (PBX Extensions)

• Assign permissions and credentials for Users and Agents

• Manage Agents profile changes

• Define Work Teams:

• Associate Agents to Teams • Associate Agents to Channel Queues

• Monitor Activities on the Realtime interface for all available Channels and for all Agents/Telephones

• Change Agents Status (pause/restart, logout, add/remove to channel queues, and so on)

• View status and modify configuration of Trunks and Queues and view Queue and Outbound calls

• Monitor Specific Activities on Custom Dashboards

1.8 Contacts and Lists Setup and Management

Contacts Manager is a light CRM that enables you to effectively manage interactions with your

contacts. Using the contact management module, you can easily create a list, upload contacts

information, retrieve contact information and track activities related a contact.

The contact manager has the following benefits:

• allows you to set agent permission to contact list such that only selected agents can manage a

specific list. This enables agents to effectively manage contacts based on the assigned service.

• you can define list of contacts that the automatic outbound dialer uses to generate calls. A contact

list can also be used as a backlist in a Queue/IVR campaign to categorize contacts that have enlisted

for Do-Not-Call to prevent them from receiving calls. • you can define custom fields that allows you to enter addition information about a contact. This

makes it more efficient to gather important information and helps you to better understand your

customer. • You can set a trigger that will automatically display the contact information. This can be for an

incoming interaction through one of the channels: Voice, Mail, Chat or SMS. This will save time

and makes agents more productive. • You can define custom dispositions the agents can use to describe the outcome of a call, email,

chat and so on. Disposition gives supervisors a valuable information to optimize agents

performance. It will also save time for the agents' by avoiding the wasted time entering long notes.

1.9 Multi-Channels Setup and Management

Voice

The XCALLY MOTION Voice channel allows you to define all the mechanisms by which the inbound,

outbound or internal voice calls can be managed. When a voice interaction is received in your

Customer Care, you can define the functions to be executed. You can play a Playback sound file,

route calls to an IVR, route call to a queue of Agents and so many more. If the call is routed to a

Queue, any Agent available is notified according a a routing logic configured to the Queue they

belong to.

The following is a list of functions that can be performed by the Administrator in the Voice channel:

• Configure SIP Connections (Trunks) between your phone system and a VOIP provider

for inbound/outbound calls • Configure Queues dedicated to voice interactions and define their routing mechanisms. • Configure Routes and define how to manage (internal, inbound and outbound) calls setting specific

Action Plans (for internal, inbound and outbound routes) and context-based automatic behavior • Define Triggers for Voice interactions automatic handling

• Set the Time Intervals and limit the range of time an action should be executed

• Check and Listen Voice Recording files

• Setup a Voicemail for the callers who want to leave a voice message

• Define Music on Hold classes • Enable Supervisors to Chanspy, namely to listen to agents calls, as well as to whisper or barge into a

conversation • Access Realtime Environment to monitor the activity status of agents, telephones, trunks, queues and

outbound calls

Voice Campaigns Autodial (Bull)

Motion Bull is an automated outbound dialer that generates calls from a list and connects contacts

to agents or forwards the call to an IVR based on the campaign. This improves call handing efficiency

by avoiding agents from dialing numbers manually.

The Dialer can be used for several kind of applications, like:

• Call Back applications

• Booking reminders

• Automatic Surveys

• Notification on the status of orders

• Tele-selling and Telemarketing

• Tele-alarms

• more...

There are two type of Campaigns:

1. Queue Campaign is used when it's necessary for the contacts to interaction with an agent. In this type

of campaign, calls are generated only if there is at least one available agent.

There are several outbound dialing methods: • progressive dialing where calls are generated only when agents become available and the

number of calls is equal to the number of available agents • predictive dialing, where the number of generated calls is based on prediction of how many agents

will be available at the time when calls pass the dialer and on the estimated success rate of reaching

the called party) • power dialing, which differs from a progressive or predictive dialer for it utilizes a

manually-configured calls-to-agent ratio

• preview dialing, where the dialer selects a customer record from a call list and proposes this call to an agent, who can accept it and start the call or refuse it.

2. IVR Campaign is usually used for surveys and does not depend on any queue status or availability

of agent in a queue.

In a Motion bull campaign, the Administrator can:

• define a time interval during which the dialer is allowed to perform outbound calls.

• use Recall-me feature that enables an agent to set a recall request after managing a contact so

that the system recall the customer and to pass the call to the specific agent. • use a blacklist to skip contacts in the blacklist during the automatic dialing.

• real-time environment to monitor agents and queue campaigns in real-time.

E-Mail

XCally Motion offers a web client email specific for Customer Care needs. The XCALLY

MOTION EMail Channel allows you to define an Email Account so that several Agents belonging

to specific Email Queues, can share a single mailbox similar to a voice queue.

You can configure IMAP accounts, already existing on your provider: as soon as a new email message

arrives, the IMAP server notifies XCally Motion which manages it providing a standard interface for

all types of mailing systems. This allows Agent to manage the mail interaction transparently as well

as any other request (SMS, chat, and so on).

For an Email account, the Administrator can: • define a Template with a default body and text style that will be used for all outgoing email

messages from this account. This will create a uniform message layout. • set Queue Transfer feature to enable Agents to transfer email messages received in the account

to another Queue. • set Agent Transfer feature to enable Agents to transfer email messages received in the account

to another Agent. • customize the notification of a new interaction in order to show to the Agent information about

the source, the sender, the recipient queue and so on. • set a list of canned answers that will be available only for the interaction from that Account. This will

reduce agents response time. • define the applications that will be executed when there is an incoming message in the

Email channel account

• Setup email accounts dispositions

• Set up Triggers for Email automatic operation and tags categories for email messages labeling

• Monitor Email activities and operators in Realtime

Chat

The XCALLY MOTION Web Chat channel allows you to define the Web Sites where you will be able

to insert a Web Chat Snippet, so that your Customers can interact with your Customer Care Agents

using live chat messages.

When a customer starts a chat, the chat request is passed to the Agents belonging to that Chat

Queue. The Chat request is then accepted by an available agent and the interaction starts. During

the chat session, the agent and the customer can exchange files, use emoticons, and so on. The chat

session ends when the agent or the customer close it.

When the chat interaction cannot be managed, because of a pick of activity or congestion in your

organization (namely, your agents are all busy and cannot take this new chat request), the customer

can be requested to leave a message in order to contact him later.

This allows your organization not to lose contacts and to manage them as soon as you can.

For a Chat website account, the Administrator can:

• 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 • set a list of canned answers that will be available only when the interaction comes from that

Website. • define chat dispositions

• define the applications that will be executed when there is an incoming chat message

• spy a live chat

• monitor Chat activities and agents status in Realtime

SMS

The XCALLY MOTION SMS Channel allows you to define the SMS Accounts that the Agents,

belonging to specific SMS Queues, will use to send and receive SMS messages from XCally Motion

Omni Desktop Interface. The SMS Channel allows you to receive/send SMS from/to predefined

providers, whose list is managed by XCally Integration Support Team and is increasing according

to market opportunities.

When a new SMS message arrives, the provider notifies XCally Motion that will manages it providing

a standard interface for all types of providers. This allows the Agent to manage the SMS interaction

transparently as well as any other request (mail, chat, and so on).

For SMS accounts, the Administrator can:

• customize the new interaction notification content and style

• set a list of canned answers that will be available only when the interaction comes from that Account.

• Spy in SMS interaction and insert a secret note in the interaction that can only be seen by the agent. • define the applications that will be executed when there is an incoming message in the SMS channel

account • define SMS dispositions

• monitor SMS activities and operators in Realtime •

Open Channel

XCALLY Motion Open Channel enables you to manage customer interactions from chat, messaging

system, video or any other application inside the same OmniDesktop interface.

XCALLY Motion provides all the necessary tools to receive/send messages to/from an open channel

account. All you need to do is implement a simple web service to exchange messages between

XCally Motion server and your favorite channel.

When a new message is received in an open channel account, the message can be routed inside a

queue and the agents belonging to it can reply to messages through the Motion OmniDesktop

interface.

For Open Channel account, the Administrator can:

• customize the notification of a new interaction in order to show to the Agent information about

the source, the sender, the recipient queue and so on.

• set a list of canned answers that will be available only when the interaction comes from that Account. • define the applications that will be executed when there is an incoming message in the Open

channel account • define Open Channel dispositions • monitor Open Channel activities and operators in Realtime

FAX

The XCALLY MOTION Fax Channel allows you to define the Fax Accounts that the Agents,

belonging to specific Fax Queues, will use to send and receive Fax messages from XCally Motion

Omni Desktop Interface. This allows the Agent to manage the Fax interaction transparently as well

as any other request (mail, chat, and so on). • Configure Fax Queues (defining routing mechanisms, team management, etc.) and

add Agents allowed to send/receive faxes to them • Create Fax Accounts and insert all the information needed to configure the send and receive

capability • Define the applications that will be executed when there is an incoming message in the fax account

• Set up Fax Dispositions and Triggers for Fax automatic operation

• Monitor Fax activities and operators in Realtime

1.10 Third Party Apps Integration

XCally Motion provides integration with 3rd party applications like Zendesk, Freshdesk,

SugarCRM, Salesforce, Desk and Zoho.

The key benefit is to provide your customer care agents a Unified Agent Desktop Experience. By

integrating with third party apps with Motion, contact information can be shared among the

platforms and your agents can better manage customers and offer quality service.

1.11 Analytics and Reporting

XCally Motion provides ready-to-use reports that allows you to analyze your call center

performance. You can also use the custom report builder to build your own Reports tailored to

your business goals.

1.12 IVR Design with Cally Square

Cally Square is a Drag and Drop Graphical IVR Designer which provides useful ready-to-

use applications that can be executed during a call flow. It is used to interacts with callers,

gather required information and routes calls to the appropriate agent. It is very simple and

increase efficiency within the call center.

Cally Square can be used for several kind of applications, like:

• Auto attendant

• Call Back

• Surveys • Notification on the status of orders

• Payment processing

• more...

The following are the main benefits of designing an IVR Scripts:

• offer a self-service to allow your customers to solve their issues on their own without speaking

with an agent.

• allow you to record customized greetings and messages so that when your customers call your

company, • Prioritize calls based on caller's value. When a customer calls, type of the caller can be extracted from

a database and IVR can route VIP customers to the agent who is most qualified to meet their needs.

• connect to a remote DB (ODBC) to extract information

• define the Variables and Intervals

• use ASR to gather input and responses through spoken words

• perform call recording

In a typical scenario of a company that uses an IVR, the callers are first greeted and asked to choose

from a series of prompts (e.g. “Press 1 for Sales”). Based on the button they pressed, the callers are

routed to the most appropriate queue. If all agents are busy, the caller will wait in a queue or

managed differently.

The following screenshot shows an example of a callback IVR project that allows callers to schedule

a Callback in case they don’t want to wait on hold in a queue. This Improves Customer Experience

avoiding long waiting times in the Queue.

1.13 JScripty

Jscripty allows you to design, preview and publish a script flow that the Agents can use for their

customer service operations inside the Omni Desktop Interface. Every time there is an

outgoing/incoming call the script is automatically opened for the agent managing the call, if trigger

conditions are met.

Customer Satisfaction Survey or Marketing Survey is an example of application of Jscripty.

1.14 App Zone

The App Zone section allows you to extend your XCALLY by installing new apps. You can develop

your own Plugin or download from XCally App Zone and upload it in your server configuration

Plugins.

The plugin can be an HTML or Script applications.

• HTML application is used to open a web page or a custom html file using a link internal to

XCALLY Motion module. • Script application will be installed and run as a local application

After the plugin is uploaded, the Admin can:

• install the plugin

• edit the plugin

• set permissions for users and agents

1.15 Functions used by the Users (Supervisors)

The Users are the Supervisors whose role is profiled by the System Administrator: they can have

limited access to modules, queues and channel activities views and restricted editing functions,

according to the permissions set.

They can have operational permissions similar to those of the Administrator, except for System

installation, setup, licenses and maintenance, which are activities for the administrators only, as well

as Users creation and permissions management.

The following are some of the typical User activities in a Contact Center context:

1.16 Workflow Setup

• Define and manage Contact Center Staff (only Telephones and Agents)

• Design call center surveys using Jscripty

• Design IVR flows using Cally Square

• Use/Modify the plugins installed by the Admin in the App Zone.

1.17 Monitor Activity

• Monitor Activities and Agents in Realtime • Run the Reports to monitor organization performance

• Monitor Activities on the Custom Dashboards

1.18 Functions used by the Agents

The Agents use the Phonebar, the always-on-top module with which phone calls can be handled

(answer, dial, transfer, record, and more) and his working status (set pauses like aftercall, backoffice,

lunch, etc). When the Agent receives a call the system shows a pop-up containing the information

stored about the contact and the called queue. During the call the Agent can insert information

about the customer in the Contact Manager using the Omni Desktop Interface.

The Agents can also use WebRTC integrated phone interface, instead of the Phonebar:

1.19 Voice Calls Management

The following are some of the typical Agent activities in a Contact Center for the Voice channel:

• 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)

• Calls History

• Search for Agents Presence and Queue List

• Modify Agent Settings

• Use external SIP Phones

• Dial contacts in a Dialer Preview Campaign

1.20 Other Activities

• Access to the Omni Desktop Interface to manage all Channel Queues (Email, SMS, FAX, Chat, Voice,

Open Channels) and to share routing of incoming interactions

• Manage all types of interactions (Email, SMS, FAX, Chat, Open Channels) on the integrated

Omni Desktop Interface:

• Accept/Send/Receive/Reply/Forward/Close/Set as Pending Email messages

• Accept/Send/Receive/Close SMS messages

• Accept/Send/Receive/Close FAX exchange sessions

• Accept/Send/Receive/Close Open Channel Messages

• Accept/Manage/Close Chat conversations

• Use Canned Answers

• Use Tags to mark an interaction

• Set a Disposition when closing calls

• Search Interactions on the Interactions List (using filters) Exploit the Customer Journey information:

• Click to call contacts • Click to interact through one of the available Channels

• Search Contacts in CM (global and local): • Create/Merge/Copy Contacts

• Click to interact or to call

• Run Jscripty surveys

• Use Third Party Applications in integrated mode (like Freshdesk, Zendesk, SugarCRM, Zoho,

Salesforce and Desk)

• Use the plugins installed by the Admin in the App Zone.

2 Third Party Apps Integration

XCally Motion offers the integration of a wide range of third party applications, which is obtained

in several ways:

• triggered and ready-to-use integration;

• integration via external apps, which the customer can choose and install;

• integration as new Channel; • integration as a new extension of XCally modules (e.g. Cally Square, SMS and so forth);

• integration hints for developers;

• procedure or configuration steps.

In the following list you can find the Third Party Products XCally Motion V.2 has been integrated

with.

Click on the link (text in blue) to go to the topic wiki page (the linked page is shown to authorized

users only):

Application Integration with Integration Type Notes

Name

Amazon AWS Polly • TTS • new extension (Cally

Square)

Asterisk • CLI • external app (plugin)

Connectel • SMS • triggered and ready-to-

use

ClickSend • SMS • triggered and ready-to-

use

Application

Integration with

Integration Type

Notes

Name

Desk.com • Tickets • triggered and ready-to-

use

Facebook • Messenger • new Channel Temporarily

unavailable.

Work in

progress!

Freshdesk • Tickets • triggered and ready-to-

use

Google • TTS • new extension (Cally • ASR Square)

• Dialogflow • new extension (Cally

Square)

• new extension (Cally

Square)

Grafana • Dashboards • new extension (Analytics)

ISpeech • TTS • new extension (Cally • ASR Square)

• new extension (Cally

Square)

Line • Messages • new Channel

Application

Integration with

Integration Type

Notes

Name

Lumenvox • TTS • new extension (Cally

• ASR Square)

• new extension (Cally

Square)

Plivo • ClickToCall • hints for developers and • SMS configuration steps

• triggered and ready-to-

use

Salesforce • ClickToCall • triggered and ready-to- • CRM use

• triggered and ready-to-

use

Skebby • SMS • triggered and ready-to-

use

Skype for Business • Messages • new Channel

SugarCRM • CRM • triggered and ready-to-

use

Teams • Messages • new Channel & plugin

Application

Integration with

Integration Type

Notes

Name

Tilde • ASR • new extension (Cally

Square)

Twilio • SMS • triggered and ready-to-

• Trunk use

Twitter • Direct Messages • new Channel

Unix • SSH • external app (plugin)

Viber • Messages • new Channel

VTiger • Tickets • triggered and ready-to-

use

Zendesk • Tickets • triggered and ready-to-

use

Zoho • CRM • triggered and ready-to-

use

3 Agents Desktop

The XCALLY Agent Desktop enables your customer care Agents to manage all

the interactions coming from every Channel (i.e. Voice calls, Web Chat, Email, Social

Networks and more) using the same Unified User Interface.

Furthermore, the Agents can access to their Contact Management (advanced address book)

and Real time dashboards, in order to get the best Customer eXperience (CX).

Your Agents can easily login to all the Queues they have access to, manage their status and

perform different tasks, according to their Profile Settings.

Here you find a list of the most common functions:

• Change Password and benefit with Security Settings of the Security Suite (GDPR

Compliant) • Pause/Unpause

• Set speakerphone and Mute

• Redial, Hold, Do not Disturb

• Incoming Call display

• Call history

• Call conference

• Call transfer (blind, attended, warm)

• Call recording

• Omni Channel agent web desktop (for email, sms, fax, webchat and Open Channel)

• API for call control and CTI

• Customizable Pop-ups

• Call the contacts in the CM (Click to call)**

• Explore the Customer Journey

• Exchange internal messages with other agents or supervisors

**you can also Click and Dial any formatted phone number detected inside your Google

Chrome browser using the extension Bitcally (documentation content restricted only for

Administrators)

Agent view using the Phonebar

Agent view using the WebRTC Bar

Agent view using External or Soft Phones*

*telephone calls are managed using external or soft phones, while other activities (omni channel

interactions exchange, contacts management, dashboards, etc.) and status (login, logout,

pauses) are managed in the Omni Desktop Interface.

Remote Access to the XCally Motion Voice Queues

The Agents can access to the XCally Motion shared voice queues also using their remote

Telephone or Mobile Phone! Thanks to the Agent Management IVR Project Blocks, they can

manage their status (Login, Logout, Pause, Unpause) and receive calls working remotely but in

a team!

The CTI & Unified Agent's Desktop provides one single environment for all channels interactions (not

only voice!), whose main advantages are the following:

• Simple Agent's login: you don't need to configure complex SIP settings (as usually done

with SIP Clients)

• The Agent's Profile is not linked to the seat: all your teamwork can share work positions • Skill level management of your Agents in the Teamwork

• Status Setting and easy switching from one queue to the other according to

Administrator's management • Pop-up screens providing value added information about the customers on-line • Embedded WebRTC functions to manage voice calls

• Auto-adapting and always-on-top Phonebar: you don't need to iconize it to use other

applications

• New version available alert for Phonebar: it's very easy to download and install it (no

manual configuration required)

• Phonebar integrated with other applications (like Zendesk, Salesforce, Sugar CRM,

and more)

• The Supervisor can track the Agent's KPI using either Realtime and Offline Reports

3.1 The Motion PhoneBar

3.1.1. What is the Motion Phonebar Vers.5?

The Motion Phonebar is an auto-adapting and always-on-top application used by the

Customer Care Agents to manage incoming and outgoing calls, along with simple way to perform

login/pause/logout actions to the Queues predefined by the supervisors.

The Motion Phonebar enables your customer care Agents to manage not only the phone calls but

also any Multichannel Interaction (i.e. Web Chat, Email, SMS, Social Media messages and more),

thanks to the blending with the Omni Desktop Interface, where the Agents can access to

their Contact Management (advanced address book) and pop-up screens providing value added

information about the customers on-line, and to Real time Channel dashboards.

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 Phonebar, 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 Phonebar is independent from the machine environment and can be integrated with other

applications (like Zendesk, Salesforce, Sugar CRM, and more)

Any time the Phonebar 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).

Starting from Phonebar version 5.1.24.0, this notification can be disabled by the Administrator: in this

case the Agents can download the new version using the button in Settings/About.

The Phonebar (version 5.1.21.0 or later) allows Agents passwords reset and full management: the

rules follow the setting (see Security Suite and GDPR Compliance) chosen by the Administrator.

Important

The agent's PC must have an audio device (microphone + speaker) properly installed in order to use

the Motion Phonebar.

Otherwise the following message will be displayed on the login popup.

3.1.2. Commands and Functions List

The following is the list of the functions icons available on the Motion Phonebar for the Agents:

Show Command Menu (only on Motion V.2) to access

Agents 'Presence, Queues List and Messenger

Set Speakers OFF/ON

Set Mute ON/OFF

Enable/disable ringtone

Show the status of the network/socket connection (if yellow it means not connected)

Field used to type the number or the name of the contact

to call (special character + is allowed)

Click to show the dial pad

Start the call

Open the Omni Desktop Interface

Set Pause status

Settings & Info (Icon or button)

NB the Administrator can change the Agent's avatar picture defined in the Agent profile(see Here)

Click to show Call History panel (the small number, if

any, refers to missed calls. Administrators can disable it:

see Agent Phonebar Setting).

Log out

Some features are available only for enabled Agents. Please see the Settings section and the Agents

configuration parameters (Agents Setting)

Using Keystrokes on the Phonebar: The Agent can also use the following general keystrokes:

Ctrl+D Show the Dialpad

Ctrl+S Show the

Settings

Ctrl+M Minimize the

application

Ctrl+P Start the Pause

Ctrl+R End the Pause

(Ready)

Ctrl+F4 Close the

application

Specific Keystrokes for for Calls Management are the following:

Ctrl+A Answer an incoming call

Ctrl+H Hangup a call

Ctrl+O Hold a live call

Cntrl+T Transfer a Call (blind transfer)

3.1.3. In-Call Functions

Answer

Hang up

Transfer

Hold

Record

Busylight on XCally Motion Phonebar

The Agents can use a Busylight device if their PCs are muted or

the headset is on the desk and unable to be heard.

This device will display their status as:

-red when engaged in a call

-green when available

-yellow when paused

See more on Busylights models tested for XCally Motion Phonebar here.

3.1.4. The Motion Phonebar Guide

To start the Phonebar 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 Phonebar interface (by default the language is the

same as your desktop).

About Remember Me

This feature must be enabled by the administrator (see Settings-General-MotionBar)

The Agent's login name must be unique: simultaneous login using the same credentials

is forbidden.

If an Agent logs in using the same credentials of another the Agent who is currently logged,

the system shows an alert:

If the second Agent confirms to log in the previous Agent is logged out automatically:

If you see a Forbidden status after logging in the XCally Motion server, ask your

Administrator to check your Agent Profile typology: this value must be "Phonebar" to make the

communication with the server work!

3.1.5. Start or Stop a Pause

The Agent can start a global pause using the phonebar button:

The Default Pause counter is then shown on the Phonebar:

If the Administrator has defined customized pauses, they will be shown and can be chosen

clicking on the pauses list button :

The Pause ends when the Agent clicks on the Ready button:

The Agent can also chose to start a Partial Pause on one or more of Channels, clicking on the name

of it shown on the Available Channels List :

If a Partial Pause is chosen on one ore more channels, the Agent Pause display and counter will show

it:

and the Available Channels List is reduced.

As a general rule, the Agent will only see in the list those channels he/she is enabled to use by

the Administrator (see here about Agent's Permission).

3.1.6. Place a call

The simplest way 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:

HOW TO SELECT A CONTACT TO CALL:

• from the Calls History list (see Here)

• from the Omni Desktop Interface Contact's Info (see Here) • from the Agents Presence list (see here: only on Motion V.2 platform) if you want to call one of

the Agents

If your Call must be associated to a Service, and the Agent has been associated to the Service itself

(in the form of an Out Prefix), you can chose one of them from the list (see here for more

information):

This Option is available only if the Service Prefixes are defined and the Agent is configured to use

them.

Remember that the Administrator can also set this choice as mandatory any time the Agent places

a call.

3.1.7. 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:

3.1.8. 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.

3.1.9. 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

3.1.10. 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:

It is possible to customize the content of it or to create new pop-ups using triggers and templates

(the System Administrator can see how to do it here!)

3.1.11. 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:

3.1.11.1 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)

3.1.11.2 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.

3.1.11.3 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)

3.1.12 3 Way Conference Call

This allows agents to initiate a conference call.

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)

3.1.13. Record a Call (only on Motion V.2: restrictions apply on Motion V.1)

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

This can be possible only if the Administrator has enabled this function in the Agent's

Advanced Setting (for Administrators: see here how to do it).

Clicking the record button, the list of the active recording files is opened showing the Actions control

buttons.

The call will be recorded until the Agent clicks on the Stop button:

To start it again the Agent should press the start button:

and this stop/start can be done as many times the Agent needs.

The Agent can start a new separate recording clicking on (only 2 recordings per call will be

possible):

All the Voice Recordings will be available for the Supervisor's review (see here about this topic).

3.1.14. Automatic Call Recording (only on Motion V.2)

The Administrator can set an automatic recording feature to:

• specific Agents (receiving a call)

• Queues (all the calls received from that queue)

• Outbound Routes (all the calls done on that specific route)

that will be activated whenever the call is taking place in one of these contexts.

Unlike a normal call display:

the Agent in this case will be notified the call is being recorded by the record button becoming red on the Phonebar.

Clicking on this button the Agent can pause the recording:

and start it again:

as many times is needed, or start a new recording clicking on (only 2 recordings per call will be

possible).

All the Voice Recordings will be available for the Supervisor's review (see here).

3.1.15. 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.

Remember: When you log out the call history is reset. If you want to delete the Call History

contents, click on the icon

3.1.16. Command Menu (only on Motion V.2)

When you click on the Command Menu icon, the following entries will be shown:

3.1.17. Agent Presence

You can use this function in order to see the agents connected/not connected to Motion and to call

them directly. The agents can be retrieved by their queue, name and status.

When you click on agent presence the system will show all the Agents configured on you

Motion server and their status:

If the silhouette is red it means that the agent is not connected to Motion at the moment: as

soon as he enters the system the silhouette will turn green automatically.

If the Agent is in Pause the silhouette becomes yellow .

The list is automatically refreshed as soon as an Agent status changes.

You can call directly an Agent from the Agents Presence list: just click on the telephone button.

You can transfer a call to an Agent from the Agent Presence list: just click on the transfer button.

You can filter the results by name (or part of it), or select an agent by status or by queue they

belong to.

Click on in order to apply or remove the filters:

3.1.18.Queue List

You can use this function in order to see the queues available and to call them directly. The

queues can be retrieved by their name (use the filters to do this).

When you click on queue list the system will show all the Queues configured on you Motion server:

For each queue you have the list of calls managed and their status:

• Waiting

• Talking

• Answered

• Unmanaged

You can call directly a queue from the queue list: just click on the telephone button.

You can transfer a call to a queue from the queue list: just click on the transfer button.

3.1.19. Internal Messenger

The Internal Messenger can be used to chat with other Agents or the Supervisor (the latter using

the Messenger on the OmniDesktop GUI) logged to the same Motion Server.

In addition to the messages exchange, the members of the list can be called clicking on

the corresponding telephone icon:

The Internal Messenger use can be disabled by the Administrator for specific Agents: see here how

to do it.

Clicking on the header button the Agent/Supervisor can access the Internal Messenger and see all the available recipients (those with a green badge are logged and those with a red one

are not logged):

Tips

1. Remember to refresh the list status from time to time! 2. The list can be filtered by Name and Queue: default is all for both of

them

If you have unread messages you'll see the number of them in the red badge on the header

button:

In this case, when you enter the Messenger the unread messages senders are positioned on top of

the Agents/Supervisors list:

Click on the unread message to read it all:

Reply to the message:

When the message have been received by the recipient you'll see the blue checkmark:

Otherwise the checkmark is green:

Exchanging messages with Users/Agents using the WebRTC bar

If a message is being exchanged within a Group, the Agent using the Phonebar Messenger will

not be aware of it (the Phonebar management of groups is not available yet)

3.1.20.Video Recording

If the Agent Settings profile filled by the administrator allows this function to be used by the

Agent, the menu will show this entry.

When started, the video recording panel is shown:

Click on the Record button to start recording the sequence of actions performed on the

desktop in a video file and click on to pause it.

To stop the recording click on and the file will be saved (under the local Video directory) and

can be used as needed. Clicking on the record button a new recording is started.

3.1.21.Settings

Clicking on the Icon or button next to the Agent Name, the Agent can access to the Phonebar

Settings.

Agents can change their profile picture : ask the Administrator to do it!

3.1.22. Profile

The Profile section shows:

• the extension number of the agent • the actual XCally Motion server address

Only on Motion V.2 you have:

• the password expiration date. If the security suite is enabled, at the first login or after the

expiration date the Agent is asked to change the password and must follow the security rules

about the password syntax: • Minimum length of 8 characters

• At least one lowercase letter

• At least one uppercase letter

• At least one digit

• At least one symbol in the range ~!@#$%^&-_=+[{]}.

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

3.1.23.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 Motion Phonebar . 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 )

This functions are related to the Enable Settings set by the Administrator on the Agent's profile

(see here): if this switch is turned off these values cannot be changed by the Agent

3.1.24.Audio

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

3.1.25. 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 Motion Phonebar to replace

the current one (this feature is available only if the proper general system Motionbar Settings are

enabled. This feature requires at least the version 5.1.24.0 of the Motion Phonebar on the

workstation in use) • Documentation: you can view the Agent Desktop documentation (Phonebar and Omnidesktop)

3.1.26.Enabling Phonebar API

If you need to enable the Phonebar API for the Agents you should edit the Agents Settings (the Remote Control must be enabled: this operation must be done by the

Administrator only)

3.2 The WebRTC Bar

The Motion Web Real Time Communication Bar (WebRTC) is a native

application embedded in the Omni Desktop Interface, that can be used by

the Customer Care Agents to manage incoming and outgoing calls.

The WebRTC Bar is an alternative to the Windows-based Phonebar application in those cases

where:

• the client platform is different from a Windows-based PC

• no manual installation, configuration and upgrade is desired on workstations

• bandwith is limited (the WebRTC bar supports auto-adaptive Opus Codec: for more

information see here)

As using the Phonebar, the Agents that log into the system can only receive and manage the

calls landed on the queues the agents belong to, and perform actions defined by the System

Administrator: they can very easily set their status and pauses, 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.

Only the Agents whose Typology has been set by the administrator as

WebRTC (see here), will be able to see the application on the Omnichannel Desktop.

The Phonebar or the External Typology prevents the application to appear on the screen.

About WebRTC: WebRTC was born and is being developed as an open project that provides browsers (and mobile applications) with RTC capabilities via simple APIs. The WebRTC phone is supported by Google Chrome, Opera and Safari.

3.2.1. General Commands List

The following is the list of the command buttons available on the Motion WebRTC bar:

Enable/Disable Ringtone

Set Speakers OFF/ON

Set Mute ON/OFF

Agent Status, where green is registered and red is unregistered (if

this happens, ask your administrator to verify your installation

prerequisites)

Field used to type the number or the name of the contact to

call (the special character + is allowed)

Click to show the dial pad

Start a call

Hold a call

End a call

Transfer a call

Record the call: when recording the button becomes red

Show Settings and Info button example (the Agent's default avatar can be

changed by the Administrator: see here)

Stop/Resume recording a call

3.2.2. Settings and Info

Clicking on the Show Settings and Info button you can access to the

Agent Settings

Click on Settings and you'll detect your local configuration in the Profile tab:

You can change the local configuration for the Audio settings:

In the Services section you can turn the Auto-answer feature on or off:

This will enable or disable the Agent to get a call without clicking on the start a call button

When the Auto-answer function is enabled, the Agent will see a special mark:

near the call entry field.

In the Requirements you can check if all the requirements are fulfilled: if one or more

of them are not, the local WebRTC application cannot work:

If it is set, the autoanswer feature can be disabled by the agent only for the current session: it will be reactivated when the working session is restarted

3.2.3. How to use the WebRTC bar

3.2.1.1 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 the in-call panel will appear:

Anytime you click in the call entry field, if one or more calls have been already done during the same

Agent work session, the list of them is proposed:

and if you insert digits that match a number already dialed, the list is filtered by these:

3.2.1.2 Place New Calls

To place a new call without hanging up the current call, simply do it the usual way: a second call

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

3.2.1.3 End a Call

Click the End button on the call panel (the call must be active or on hold).

3.2.1.4 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 the button from the call panel

• To reject the call: click the button

from the call panel

• To forward the call: click the button

from the call panel and a transfer window will appear:

enter the name/number to transfer to and then confirm.

3.2.1.5 Transfer a Call

You have more than one way to transfer calls:

• Blind (Unattended) Transfer: click the button and then the standard Transfer window will

appear:

Enter the name or number for the transfer destination and click Transfer: the call is placed

to the destination without speaking to the person you're transferring the call to.

• Attended Transfer (Call then Transfer): If you want to speak to the callee before transferring the

call, you just place the second call (the first one is authomatically put on hold)

and then select one of the possible recipients (one amongst the active calls) in the

Attended Transfer window. At the end 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)

3.2.1.6 Record a Call

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

button

and the recording is started:

This will be possible only if the Administrator has enabled this function in the Agent's

Advanced Setting (for Administrators: see here how to do it).

The call will be recorded until the Agent clicks on the Stop button:

To start it again the Agent should press the start button:

and this stop/start can be done as many times the Agent needs.

The Agent can start a new separate recording clicking on (only 2 recordings per call will be

possible):

The two recordings can be started and stopped individually:

All the Voice Recordings will be available for the Supervisor's review (see here about this topic).

3.2.1.7 Automatic Call Recording

The Administrator can set an automatic recording feature to:

• specific Agents (receiving a call)

• Queues (all the calls received from that queue)

• Outbound Routes (all the calls done on that specific route)

that will be activated whenever the call is taking place in one of these contexts.

Unlike a normal call display, the Agent in this case will be notified the call is being recorded by the

record button becoming red on the Phonebar.

Clicking on this button the Agent can pause the recording and start it again as many times as

needed, or start a new recording.

All the Voice Recordings will be available for the Supervisor's review (see here).

3.3 Omni Desktop Interface

The Omni Desktop Interface enables your customer care Agents to manage the Multichannel

Interactions i.e. Voice calls, Web Chat, Open Channels Interactions, E-mails, SMS, Fax and more.

Furthermore, the Agents can access to the Contacts (advanced address book), Internal

Messaging and Real time Dashboards.

3.3.1. Starting the Omni Desktop

You can start the Omni Desktop interface in two ways, according if you're using:

• the Motion Phonebar: click on the button and your credentials (login name and password you

used to log in the Phonebar) will be automatically passed to start the Omni Desktop

• External Phones, Soft Phones or WebRTC bar (currently released as beta):

type https://YOUR-MOTION-IPADDRESS/login and enter the Agent Username and Password in the Login panel to access the integrated multi-

channel environment:

Insert your Login Name and Password:

Login with Security Suite enabled

If the Security Suite is enabled and this is the first time you log in the Motion environment, first of all

you will be asked to change your password:

The new password must be different from the old one and must contain at least 8 characters and

have at least 1 lowercase character, one uppercase character, one numeric character and one of the

following special characters ~!@#$%^&-_=+[{]}.

The new password will last 90 days: after that it must be changed again.

You will be informed at login, starting from 15 days before password expiration:

What to do if you forgot your password

• click on

• Enter the e-mail address associated to the login name

you will receive a link via email. Click on this link and change the password (This link expires in one

hour: if you cannot use it you should start a new reset procedure).

This function works only if SMTP service is set properly.

If the Security Suite is enabled, the new password must respect the following security rules: 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 ~!@#$%^&-_=+[{]}.

If the Agent Typology has been defined by the Administrator as External (the Agent will not use the

Phonebar or the WebRTC Call Functions) and in an Hot Desk context, the Agent at login time will be

able to chose which one of the available registered Telephones he wants to use for the working

session (click on the down arrow to see the complete list):

After logging in, the XCally Motion Omni desktop window will be shown with the following header

on top of it:

and using the buttons and commands in this section the Agent is able* to:

View the login timer

Pause (default pause) - Only for WebRTC and External Agents**

Choose a custom Pause - Only for WebRTC and External Agents**

See information about the pause time and Resume work session -

Only for WebRTC and External Agents**

See Agent's avatar, login name and internal number. Click to

change Password and to Logout

Run Preview Dialer Campaigns (see here how to use this function)

Change the user interface national language

(see list)

Open Internal Messenger

*The Administrator can disable the Agent to use some of these functions.

**If the agent configuration (see Agents Account) done by the Administrator has

the Typology field set as:

• External (Telephones or Soft Phones) or WebRTC (telephone bar as embedded function), then the

agent will be able to login, logout, pause/unpause (for all the queues he/she belongs to) from

the Omni Desktop Interface • Phonebar, then any action (login, logout, pause/unpause) should start on the Phonebar and the Web

Interface reflects the changes.

Examples

Case 1: for External or WebRTC pauses can be set on the Agent Omni Desktop Interface:

Case 2: if the Agent sets a Pause on the Phonebar, his status on the Omni Desktop Interface is set to

Pause as well:

Click on in order to select the right Pause description if you want to choose anyone different from

the Default Pause

3.3.2. The Internal Messenger

The Internal Messenger is an important tool, that can be used to chat with other Agents or

Supervisors logged to the same Motion Server.

It's very simple and intuitive, let's see how to use it:

The Internal Messenger use can be disabled by the Administrator for specific Agents: see here how

to do it.

If an Agent is not enabled to send/receive messages using the IM, his/her name in the list is followed

by a specific ban sign:

Clicking on the header

button the

Agent/Supervisor

can access

the Internal Messe

nger:

and see all the

available recipients

(those with a green

badge are logged

and those with a red

one are not logged):

Use the Search (by

name) or Select (by

status:

Online/Offline/All):

After selecting a recipient, you can immediately start typing your message:

When the recipient receives the message, a badge will appear on the

Internal Messenger button:

where the number shown on the badge refers to the the total number of messages unread: Just click on this button to open the Messenger.

The message received is put on top of the list and you'll see a badge number to show how many unread messages you've received from

that sender

To reply, just type you message and send it.

You can very easily exchange messages like in the following

example, where the conversation takes place between an Agent and a User (Supervisor):

The Administrator (Admin) or the Supervisor (User) can also configure Internal Messenger Groups to

enable the Agents to exchange information among them.

Clicking on the header button the Agent/Supervisor can access the Internal

Messenger GROUPS section:

and see the list of the Groups they belong to, like in the following example:

The Agent can exchange messages with all group members (if the group administrator has enabled

him to write. Occasionally the group admin can decide to enable the Agent only to receive messages

only).

Let's see how the Agent can use it:

• the Agent receives a notification of the incoming Internal Group Message

• then clicks on the header button showing the number of unread messages on the blue badge

• now opens the GROUPS section and finds which group the unread message belongs to

(there is a badge containing the number of unread messages in the group icon)

• and finally reads the message and replies to the group

For more information about groups creation and management see the How to manage

Messenger Groups info section (Admin/User content).

3.3.3. The Omni Desktop Sections

The Omni Desktop Interface is a useful view to monitor and configure the everyday activities

carried out by the agent.

On the left of the screen you find the sidebar, useful to run the programs, to monitor activities and to start utilities:

Dashboard

Contacts

My Contacts

Voice Calls

Abandoned Calls

Recordings

Chat

Email

SMS

Open Channels

Fax

Click on to go back Home.

About the Program List in the Sidebar

If the Admin disables one or more applications for the Agent, they will not be shown on the Agent

Omni Channel Desktop sidebar, like in the following example, where the Admin disabled the Agent

to use Phone Calls, Recordings, Chat, Open Channel.

In this case the Toolbar reflects the settings dynamically.

Any change applied to the Agent toolbar will affect the view of new applications eventually released

after that action: in this case to make the Agents use the new module, it must be allowed in the

Agent profile.

See more about Agents' Permissions (Admin content).

Anytime an Agent starts a new activity, a new TAB is opened on the Omni Channel Desktop, like in

the following example:

In these tabs you find the icon of the activity, a key (identifier for the specific service) and the sign

to click for closing the tab:

• if the Agent closes the tab of a Contact file, the system reminds that any unsaved changes will be lost.

• if the Agent closes the tab of an Interaction, he can choose to set the interaction as:

• Closed

• Closed and Disposed

• Open (Mail interactions can also be set as Open-Pending, or any other customized sub-status)

The Agent can open as many tabs as needed and switch from one to the other (if many tabs are

open, you can navigate among them using the scrollbar).

3.3.4. Dashboard

The dashboard contains real-time views that give the agent information about:

• Queues panel shows information about the list of voice queues and queue campaigns the agent is

logged into. • Waiting Queue Interactions panel shows real-time information about waiting calls in the queues

the agent is logged into.

The Dashboards are available for each Channel:

Click on the channel name in order to see the specific dashboard.

3.3.5. Contacts

In the Contacts section, the agent is able to see the list of contacts (according to the list

permission set by the administrator).

The Select a List and Select Tag filter on the left side can be used to filter the list of contacts by

these keys.

The contacts can be searched using the button and selected from a list :

Click-to-Dial

The phone numbers are shown in light blue: they can be dialed just clicking on them.

Please note that:

• If the Agent is using the Phonebar, clicking on the number will open a dialog window in order to call

it

• If the Agent is using the WebRTC Bar, clicking on the number will open a dialog

window in order to transfer an active call to that number or to call it

From the contacts panel, it's possible to create and edit a contact, merge contacts or duplicate a

contact.

3.3.6. Create

To create manually a contact, click on New Contact button and fill the details in the New

Contact Tab and then click Add.

When the Agent receives a call or any other interaction from an unknown subject (the system checks

if the entry is not in the CM, searching for the telephone number, the e-mail address, or any other

information provided), the Contact is automatically added in the Contact Manager.

The contact is added in the List configured by the System Administrator specifically for that "entry

point" (e.g. a website chat, a call received on a queue, an e-mail sent to an account, and so on).

The Agent can modify this entry, adding more details.

Only users with admin role or user role with Contact Manager list permission are able to add an

agent to a list.

If you associate many tags to a Contact, the tag label becomes grey instead than colored

Custom Fields shows the available custom fields associated to the selected list.

Note that an agent can create a contact only in the lists he is allowed to.

3.3.7. Edit/Modify

To edit and modify a contact, find the contact from the contacts lists and click on Edit. The

contact detail will be shown in a new tab.

When you edit the contact, you can see two tabs:

In the Detail tab you can modify any field as needed:

Click here to learn more on Click-to-Call functions and then save .

In the Customer Journey tab, you can see all the interactions between this Contact and the

organization. You can click on Show Details to see more information about the interaction

(like: agent name, created at, tags, etc) or click on to edit it.

Hover over the Agent icon to see his/her name (unmanaged interactions will have no agent icon

associated).

3.3.8. Merge

Find the contact from the contacts lists and click on the button available when you edit a

contact.

On the pop-up screen, use the filter to search the contact you want to merge with. Note that the

filter will search the contact by first name, last name, email and phone.

From the results, click on the contact you want to merge with and then click OK to confirm.

3.3.9. Copy

Find the contact from the contacts lists and click on Copy button available when you edit a

contact.

On the pop-up screen, select the list you want to add the copy of the contact and click on Add

Contact to duplicate the contact in the selected list.

Of course, the edit function will be available for all interactions except the phone calls:

but the Show Details allows to see useful information about the call as well (e.g.: start date, duration,

called and caller number, etc).

Each interaction can be opened clicking on (but this feature is available only for those Agents

with proper permissions on the specific item) or inspected clicking on

3.3.10.My Contacts

The My Contacts section contains list of contacts managed by the agent: e.g. if an agent edits a contact from the Contacts section, it will be considered as "managed by the agent" and the

contact will also be available (as a personal copy) under this Section

In My Contacts section, the list filter on the left panel shows all the lists available in Contact Manager

Lists section.

Keep in mind that in this context the agent cannot see all contacts in the lists but rather only the

contacts that have been managed by the agent.

From the My Contacts panel, the agent can:

• Create contacts

• Edit contacts

• Merge contacts

• Duplicate a contact

the same as in the Contacts environment.

Click-to-Dial Whenever the phone numbers are shown in light blue, they can be dialed just clicking on them.

Please note that:

• If the Agent is using the Phonebar, clicking on the number will open a dialog window in order to call

it

• If the Agent is using the WebRTC Bar, clicking on the number will open a dialog

window in order to transfer the call to that number or to call it

3.3.11. Voice Calls

The Voice Calls section shows only the list of the calls managed by the Agent. The agent will

see the following information:

• ID: uniqueID of the call

• Type: type of the calls (inbound, outbound , internal or dialer)

• Source: caller phone number

• Destination: the number called

• Started at: date and time of the call start time

• Ended at: date and time of the call end time

• Disposition: shows the disposition chosen (if any) at close time

• Note: shows a note inserted (if any) at close time

Click-to-Dial Whenever the phone numbers are shown in light blue, they can be dialed just clicking on them.

Please note that:

• If the Agent is using the Phonebar, clicking on the number will open a dialog window in order to call

it

• If the Agent is using the WebRTC Bar, clicking on the number will open a dialog

window in order to transfer the call to that number or to call it

Click on in order to show the call details:

3.3.12.Abandoned Calls

In the Abandoned Calls section you find two tabs:

3.3.13.Voice

In this tab the agent will find the following information about abandoned voice calls:

• ID: uniqueID of the call

• Fullname: caller name

• Phone: called phone number

• Queue: the queue the call entered

• Abandoned: date and time of the event

• Disposition: if the call has been disposed, here you see the disposition chosen

• Last Assigned To: if the call has been reserved, here you find the Agent's name • Reserved: a selector that can be used by the Agent to reserve the call (or to make it available

again). When the selection is activated:

• the other Agents will see the Agent's name in the Last Assigned To field and any further action on

the listed call is prevented

• the number in the Phone field can be directly dialed or transferred just clicking on it (click-to-dial):

• the Agent can Dispose the call (or change its disposition) clicking on and choosing a disposition

from the list.

• Last Assigned To: if the call has been reserved by an Agent or assigned to him by the Administrator,

here you find the last assigned Agent's name.

3.3.14. Bull

In this tab the agent will see the following information about abandoned voice calls in Dialer

Campaigns:

• ID: uniqueID of the call

• Fullname: name of the caller

• Phone: called phone number (see later)

• Queue: the queue of the call • Abandoned: date and time when the call has been abandoned (according to the reason)

• Dropped: date and time when the call has been dropped (according to the reason)

• Reason: if the call has been dropped, the reason is Timeout, otherwise is Abandoned

• If the call has been disposed, here you find the disposition name • Reserved: a selector that can be used by the Agent to reserve the call (or to make it available

again). When the selection is activated: • the other Agents will see the Agent's name in the Last Assigned To field and any further action on

the listed call is prevented • the number in the Phone field can be directly dialed or transferred just clicking on it (click to dial):

• the Agent can Dispose the call (or change its disposition) clicking on and choosing a disposition

from the list:

• Last Assigned To: if the call has been reserved by an Agent or assigned to him by the Administrator,

here you find the last assigned Agent's name. 3.3.15.Recordings

The Recordings section shows all the recorded calls managed by the agent. The agent will be able to

see the following information:

• Type: type of the calls (inbound, outbound , internal or dialer)

• UniqueID: uniqueID of the call

• Caller: caller phone number

• Called: the number called

• Connected: the actual number connected

• Queue: name of the queue the call was recorded in

• Rating: rating of the call (given by the Administrator)

• Audio: hear a preview (ONLY for .wav format) or download call recordings.

• Date: date of the recording

All the list entries can be sorted in ascending/descending manner (click on the column name and the

up/down arrows will appear).

Click to Dial The phone numbers can be directly dialed. Just click the number

and call it (or transfer it to another agent):

3.3.16.The "Channels"

In the "Channels" Sections, the Agents can see all the interactions (Chat, Email, SMS, Fax,

OpenChannel) occurred.

In the following picture you see the standard Channel Interactions List Header, which shows:

• the button to search interactions by any text

• Select Start Date range: it filters results by the Started At • Select Read/Unread to filter by message status: Read/Unread (default=all)

• Select Status to filter by interaction status: Open/Closed (default=all) • Select Substatus to filter by interaction substatus: available only for Email channel and you need

to select Open status first • Select Account or Website: this information is specific for the channel interaction

• Select a user (the "owner" of the interaction)

• Select a tag: it filters results by the tags inserted by the Agents to already managed interactions

• the + button is used to create a new interaction (if this function is available in the actual context)

In the Interactions List you see the following information:

• ID (sortable asc/desc): it is the unique id of the interaction • Watching sign : it displays if any agent is currently viewing/editing the interaction (hover

the mouse over the sign to see the agent names) • Contact: the name of the contact with whom the interaction is exchanged

• Subject (sortable asc/desc): the subject of the interaction (available only for Email list)

• Started At (sortable asc/desc): the date and time the interaction has been started • Last Message (sortable asc/desc): the date and time the last message of the interaction has been

sent or received • Status (sortable asc/desc): the interaction status (e.g. Open, Closed) • Agent: this column shows the name of the last Agent who made any change to the interaction

(e.g.: Me, Not Assigned, Agent1, etc.) • Account or Website: this column shows the short name of the customer interaction entry point (e.g.

a website for a chat, an email account, and so on) • Tags: this column shows if the interaction has been tagged (hover over the tag sign to see the tags

names)

When the Agent opens/accepts an interaction, the tab headers show:

• all the Agents that are currently viewing or editing the same interaction:

and f you hover over the Agents icons you can see their names.

• specific information about the interaction:

•

• the Channel icon (in this example the Email icon) • the interaction unique id

• a short name defined in order to identify the point of interaction

• the status of the interaction (Open/Closed/Open-Pending) • a timer showing the time since when the interaction has been received (only for Open or Open-

Pending interactions)

• Moreover, specific actions can be performed on the interaction, according to its type.

Anyway, in every interaction type you'll find the following action icons:

• click on and the menu will be shown, like in the following example:

• click on in order to download the current interaction

In the following chapters you can find the documentation about all the Channels available on XCally

Motion Omni Desktop Interface.

3.3.17. Chat

The Chat Channel Section shows all the interactions managed by the Agents and

coming from a Chat on a Website.

The Customer and the Agent can exchange chat messages (including files, emoticons, pictures

and so on) and have the following benefits:

• the Customer can use an easy chat contact point (a snippet on a web page)

• the Agent interaction happens inside the XCally Motion common environment

• the Agent can manage several types of interactions at the same time

• the interaction content is shared, easily retrieved and managed • all the Customers information is stored in the Contacts Manager

If your Agent Desktop is

• running on MAC with OS High Sierra

• using the Browser Safari

remember to enable the audio notifications in Safari in order to receive an audio alert for all

incoming interactions

Whenever customers interact with the Contact Center using a chat contact point in a website, the

Agents belonging to the specific chat channel queue will receive a request on the Omni Desktop

interface.

They can reject it and the request is passed to another Agent in the same queue (in this

case ChatQueue)

The interaction starts when one agent accepts it: all the others will be notified that the interaction

has already been taken by somebody else.

The number of concurrent chat sessions that can be managed by all the Agents is according to

the sessions license of your system.

Let's see how a typical chat session looks like:

Starting a pause during a chat session

If the Agent pauses during a chat session, this action prevents any further interaction notification

to be displayed to him but the chat in progress will not be automatically stopped: the live chat

messages will still arrive to him, unless the interaction is intentionally closed (in this way, any new

message belonging to the same session will be routed to the first free agent and the chat session

is reopened)

Customer's side Agent's side

the customer starts a chat after accepting the notify of the incoming chat request, a new

session on a web page, chat tab is opened:

writing a request in a

snippet:

Both Agent and Customer can use emoticons and attach files during conversation (the latter can do

it only if the Administrator enables this function for this specific website chat).

Moreover, the Agent can type messages directly:

or click on the Canned Answers button (see at the bottom of this page how to use them).

The Supervisor can spy a chat interaction picked from the List (see here) and insert notes for the the

agent only (the customer will not see this note).

On the Agent's side, anytime a message is sent:

• a double checkmark means that the message has been delivered to the chat website • a single checkmark means that the system encountered a problem (e.g. the web site page has

been closed).

If the interaction tab is open but the Agent is working on something else, a red badge appears

on the tab, any time a new chat is received regarding the same interaction (where the number shown

is the number of unread messages).

If the customer closes the interaction, it will be closed also on the agent's side.

If the Agent closes the session clicking on the sign in the session tab:

and confirm:

the interaction can be Closed or Closed & Disposed, choosing one of the listed Dispositions:

The same Close&Dispose action can be applied clicking on the of the interaction and then

on Close and dispose

Dispositions available in the list must be created by the Administrator in advance

On the right side of the screen there is contextual information the agent can use (during the

session or after it) to manage the interaction/customer:

CONTACT INTERACTION JOURNEY

To add more details in the

All the interactions Contacts Manager file, click

on More with are coming from

Chat Channels

It refers to the current

interaction Each interaction can be

opened clicking on (this

feature is available only for

those Agents with proper

permissions on the specific

item) or inspected clicking

on

The list of the interactions managed by the Agents will be available on the Chat

Channel Interactions view:

The down/up arrows near the Last message field indicate if the last message was incoming or

outgoing.

You can filter the interaction list by: Start Date, Read/Unread, Status (namely: Open/Closed), Website,

Agent who first managed it, Tags.

About Last Message

Messages sent as Auto-Reply or Secret Notes will not be considered as a Last Message

The interaction can be:

• Open

• Closed (by an Agent)

• Closed Unmanaged (the interaction request has not been managed)

If you see a small number near the contact name, like in the following picture:

it means that new interactions have been received (but not managed) in the same conversation

Clicking on the Interaction you will be able to see all the messages exchanged in the chat channel

session, as well as the right side bar information (contact, interaction, journey).

3.3.18.Email

The Email Channel Section shows all the interactions managed by the Agents and coming from

external Email Systems.

The Email Channel allows you to define the Email Accounts that the Agents, belonging to

specific Email Queues, will share and use to send and receive Email messages in the standard XCally

Motion Omni Desktop Interface.

The XCally Motion Email Channel provides some ready-to-use interfaces towards mailing systems

(like Gmail, Yahoo, Hotmail and so on) but the System Administrator can very easily configure new

ones (see here).

The Customer and the Agent can exchange email messages (including files, emoticons, pictures and

so on), reaping the following benefits:

• the Customer can use market standard email systems

• the Agent interaction happens inside the XCally Motion common environment

• the Agent can manage several types of interactions at the same time

• the interaction content is shared, easily retrieved and managed

• all the Customers information is stored in the Contacts Manager

XCally Motion Email Channel service needs to be connected to the IMAP service of the mailing

system: as soon as a new email message arrives, the IMAP server notifies XCally Motion which

manages it providing a standard interface for all types of mailing systems.

Whenever customers interact with the Contact Center using an email system, the Agents

belonging to the specific chat channel queue will receive a request on the Omni Desktop interface.

They can reject it and the request is passed to another Agent in the same queue (in this case Sales).

The interaction starts when one agent accepts it: all the others will be notified that the interaction

has already been taken by somebody else.

Let's see how a typical email session looks like:

If your Agent Desktop is

• running on MAC with OS High Sierra

• using the Browser Safari

remember to enable the audio notifications in Safari in order to receive an audio alert for all

incoming interactions

Customer's side Agent's side

the customer sends an after accepting the notify of the incoming email request, a new

email message using an email tab opens:

external system (in this

case Gmail):

The Agents can use these buttons in order to

reply, reply to all and forward the message.

As an alternative, the Agent can also set the email as unread (if

this function has been enabled by the administrator), clicking

on and than on Mark as unread:

If the Agent replies or forwards it, the new-message form shows like the following:

Customer's side Agent's side

the Show original message switch (default=off) allows

the Agent to see the full list of messages exchanged in the

same interaction

If the Transfer option is set by the administrator as possible, the Agent can also see this command in the menu in order to

redirect the email message:

to another queue or to another agent:

Customer's side Agent's side

and the system will let you choose among those available (in the

picture the list of all the queues):

The Agent can type the answer or use the canned answers to reply to the message, choose the formatting, attach files

and Send it or click on the down arrow of the Send

button and choose one of the following options:

Send as and choose a Substatus (e.g. Pending)

Send and Close

About Open Substatus

Pending (or any other customized sub-status of an open message) is set by the Agent in order to highlight a message: this status is automatically removed anytime the email has

been replied by the customer

Customer's side Agent's side

Anytime you open a message, the full list of messages

exchanged in the same interaction (thread) will be shown.

If the Agent is a CC or a BCC recipient, the message will display a notification like the following

in the message header:

How to insert an internal note

The Agents can insert an Internal Note in the interaction thread:

• Click on the sign:

• Write the note (eventually adding an attachment) in the pop-up and save it:

• From now on the note is shown in the interaction, but it's only internal to the organization and the

customer will never see it:

Also the Supervisor can spy an Email interaction from the List and insert notes for the the agent

only (the customer will not see this note).

If the interaction tab is open but the Agent is working on something else, you'll see a red

badge any time you receive a new email regarding the same interaction (where the number

shown is the number of unread messages).

If the Agent closes the session clicking on the sign in the session tab:

and confirm:

the interaction can be simply Closed or Closed & Disposed, choosing one of the listed Dispositions:

The same Close&Dispose action can be applied clicking on the of the interaction and then

on Close and dispose

Dispositions available in the list must be created by the Administrator in advance

On the right side of the screen there is contextual information the agent can use (during the

session or after it) to manage the interaction/customer:

CONTACT INTERACTION JOURNEY

All the interactions

To add more details in the It refers to the current with are coming from

Contacts Manager file, click interaction Email Channel

on More

Each interaction can be

opened clicking on (this

feature is available only for

those Agents with proper

permissions on the specific

item) or inspected clicking

on

The list of the interactions managed by the Agents will be available on the

Email Channel Interactions view:

The down/up arrows near the Last message field indicate if the last message was incoming or

outgoing.

You can filter the interaction list by: Start Date, Read/Unread, Status (namely: Open/Closed),

Substatus, Account, Agent who first managed it, Tags.

About Last Message

Messages sent as Auto-Reply or Secret Notes will not be considered as a Last Message

If the email Subject is underlined when you hover over the text you'll see the first lines of the last

message content, like in this example:

This function can be disabled by the Administrator (see: Settings-General).

The interaction can be:

• Open • Open - Sub-status (where Pending is a default sub-status but many more can be added by the

administrator) • Closed (by an Agent) • Closed Unmanaged (the interaction request has not been managed)

There are two ways to set an interaction Sub-status (only if it is Open):

Sending the Message Without sending the Message

click on the down arrow of the Send click onon the Message

button choose Send as and a Sub-

View, choose Set as and a Sub-

status from the list

status from the list

If you see a small number near the contact name, like in the following picture:

it means that new interactions have been received (but not managed) in the same conversation

Clicking on the Interaction you will be able to see all the messages exchanged in the email thread,

as well as the right side bar information (contact, interaction, journey).

To send a New Email Message, from the Email Interactions List just click on , choose from the

proposed list the email Account and compose the message.

.19.SMS

The SMS Channel Section shows all the interactions managed by the Agents and coming from

Short Message Service systems.

The SMS Channel allows you to define the SMS Accounts that the Agents, belonging to specific SMS Queues, will share and use to send and receive SMS messages in the standard XCally

Motion Omni Desktop Interface.

The XCally Motion SMS Channel provides some ready-to-use interfaces towards Short Message

Service Providers (like Twilio) but the System Administrator can very easily configure new ones

(see here).

The Customer and the Agent can exchange SMS messages, reaping the following benefits:

• the Customer can use market standard SMS systems

• the Agent interaction happens inside the XCally Motion common environment

• the Agent can manage several types of interactions at the same time

• the interaction content is shared, easily retrieved and managed

• all the Customers information is stored in the Contacts Manager

Whenever customers interact with the Contact Center using SMS system, the Agents belonging

to the specific chat channel queue will receive a request on the Omni Desktop interface.

They can reject it and the request is passed to another Agent in the same queue (in this case Sales).

The interaction starts when one agent accepts it: all the others will be notified that the interaction

has already been taken by somebody else.

Let's see how a typical email session looks like:

If your Agent Desktop is

• running on MAC with OS High Sierra

• using the Browser Safari

remember to enable the audio notifications in Safari in order to receive an audio alert for all

incoming interactions

In order to reply to a SMS, the Agent can insert directly a text in the input box and press enter (or

search a canned answer and send it).

How to insert an internal note

The Agents can insert an Internal Note in the interaction:

• Click on the icon • Write the note and save it:

From now on the note is shown in the interaction, but it's only internal to the organization and the

customer will never see it:

Also the Supervisor can spy an SMS interaction from the List (see here) and insert notes for the the

agent only (the customer will not see this note):

On the Agent's side, anytime a message is sent:

• a double checkmark means that the message has been delivered to the sms recipient

• a single checkmark means that the system encountered a problem

If the interaction tab is open but the Agent is working on something else, you'll see a red

badge any time you receive a new email regarding the same interaction (where the

number shown is the number of unread messages).

If the Agent closes the session clicking on the sign in the session tab:

and confirm:

the interaction can be simply Closed or Closed & Disposed, choosing one of the listed Dispositions:

The same Close&Dispose action can be applied clicking on the of the interaction and then

on Close and dispose

Dispositions available in the list must be created by the Administrator in advance

On the right side of the screen there is contextual information the agent can use (during the

session or after it) to manage the interaction/customer:

CONTACT INTERACTION JOURNEY

To add more details in the

All the interactions Contacts Manager file, click

on More with are coming from

SMS Channel

Each interaction can be

opened clicking on (this

It refers to the current feature is available only for

interaction those Agents with proper

permissions on the specific

item) or inspected clicking

on

The list of the interactions managed by the Agents will be available on the SMS

Channel Interactions view:

The down/up arrows near the Last message field indicate if the last message was incoming or

outgoing.

You can filter the interaction list by: Start Date, Read/Unread, Status (namely: Open/Closed),

Website, Agent who first managed it, Tags.

The interaction can be:

• Open

• Closed (by an Agent)

If you see a small number near the contact name, like in the following picture:

it means that new interactions have been received (but not managed) in the same conversation

Clicking on the Interaction you will be able to see all the sms messages exchanged in the session, as

well as the right side bar information (contact, interaction, journey).

In order to send a New SMS click on , choose the account (from the list of those available) from

which to send it and then compose the message and recipient number:

The recipient number must be:

• internationally formatted number, if you use Twilio, Connectel, ClickSend or Plivo

• internationally formatted number without +, if you use Skebby

3.3.20. FAX

The Fax Channel Section shows all the interactions managed by the Agents and coming from

Fax Channels.

The Fax Channel allows you to define the Fax Accounts associated to a Local Station Identifier

(Fax Telephone Number) that the Agents, belonging to specific Fax Queues, can share and use

to send and receive Faxes in the standard XCally Motion Omni Desktop Interface.

The Customer and the Agent can exchange faxes inside the XCally Motion Channels common

environment, where:

• the Agent can manage several types of interaction at the same time

• the interaction content is shared, easily retrieved and managed

• all the Customers information is stored in the Contacts Manager

Whenever customers interact with the Contact Center sending a fax, the Agents belonging to the

specific fax queue will receive a request on the Omni Desktop interface.

They can reject it and the request is passed to another Agent in the same queue.

The interaction starts when one agent accepts it: all the others will be notified that the interaction

has already been taken by somebody else.

Let's see how a typical fax exchange session looks like:

If your Agent Desktop is

• running on MAC with OS High Sierra

• using the Browser Safari

remember to enable the audio notifications in Safari in order to receive an audio alert for all

incoming interactions

The Agent can directly reply to a fax clicking on the button and the compose fax form will

show up:

The Agent can insert the fax text and eventually attach documents and send it.

On the Agent's side, anytime a fax is sent:

• a double checkmark means that the fax has been delivered

• a single checkmark means that the fax is still processing and not yet sent.

If the fax sending encountered an error the system displays an error notification in red, like in

the following example:

If the interaction tab is open but the Agent is working on something else, a red badge will

appear any time a new fax regarding the same interaction is received (where the number shown

is the number of unread fax).

f the Agent closes the session, clicking on the sign in the session tab:

and confirm:

the interaction will be Closed or Closed & Disposed, choosing one of the listed Dispositions:

The same Close&Dispose action can be applied clicking on the of the interaction and then

on Close and dispose

Dispositions available in the list must be created by the Administrator in advance

On the right side of the screen there is contextual information the agent can use (during the

session or after it) to manage the interaction/customer:

CONTACT INTERACTION JOURNEY

All the interactions

It refers to the current with are coming from

interaction

Fax Channel

Each interaction can be opened clicking

To add more details in the on (this feature is

Contacts Manager file, click

available only for those

on More

Agents with proper

permissions on the specific

item) or inspected clicking

on

The list of the interactions managed by the Agents will be available on the Fax Interactions view.

The down/up arrows near the Last message field indicate if the last fax was incoming or

outgoing.

You can filter the interaction list by: Start Date, Read/Unread, Status (namely: Open/Closed),

Website, Agent who first managed it, Tags.

The interaction can be:

• Open

• Closed (by an Agent)

Each interaction can be viewed (click on and then on Show) and edited.

If you see a small number near the contact name, it means that new interactions have been

received (but not managed yet) in the same fax exchange.

In order to send a New Fax click on , choose the account (from the list of those available) from

which to send it and then compose the fax body and recipient:

3.3.21.Open Channel

The Open Channel Section shows all the interactions managed by the Agents and coming from external Channels (like Facebook or Twitter: remember that only the Administrator can open XCally

Motion to new channels. See how to do it here).

The Customer and the Agent can exchange messages (including files, emoticons, pictures and so on),

reaping the following benefits:

• the Customer can use a very widespread and easy contact point (FB Messenger) • the Agent interaction happens inside the XCally Motion common environment

• the Agent can manage several types of interactions at the same time

• the interaction content is shared, easily retrieved and managed

• all the Customers information is stored in the Contacts Manager

Whenever customers interact with the Contact Center using external messaging systems, the Agents

belonging to the specific open channel queue will receive a request on the Omni Desktop interface.

They can reject it and the request is passed to another Agent in the same queue (in this

case facebookqueue).

The interaction starts when one agent accepts it: all the others will be notified that the interaction

has already been taken by somebody else.

Let's see how a typical FB message exchange session looks like:

If your Agent Desktop is

• running on MAC with OS High Sierra

• using the Browser Safari

remember to enable the audio notifications in Safari in order to receive an audio alert for all

incoming interactions

Customer's Side:

Agent's Side:

The Agent can type messages directly:

or click on the Canned Answers button (see here how to use it).

The Supervisor can spy an open channel interaction from the List (see here) and insert notes for

the the agent only (the customer will not see this note).

On the Agent's side, anytime a message is sent:

• a double checkmark means that the message has been delivered to the Facebook channel

(not to the customer)

• a single checkmark means instead that the system encountered a problem.

If the interaction tab is open but the Agent is working on something else, a red badge will

appear any time a new open channel message regarding the same interaction is received

(where the number shown is the number of unread messages).

If the Agent closes the session, clicking on the sign in the session

tab: and confirm.

the interaction will be Closed or Closed & Disposed, choosing one of the listed Dispositions:

The same Close&Dispose action can be applied clicking on the of the interaction and then

on Close and dispose

Dispositions available in the list must be created by the Administrator in advance

On the right side of the screen there is contextual information the agent can use (during the

session or after it) to manage the interaction/customer:

CONTACT INTERACTION JOURNEY

To add more details in the Contacts Manager file,

click on More

It refers to the current

interaction

All the interactions

with are coming from

Email Channel

Each interaction can be

opened clicking on (this

feature is available only for

those Agents with proper

permissions on the specific

item) or inspected clicking

on

All the list of the interactions managed by the Agents will be available on the Open

Channel Interactions view.

The down/up arrows near the Last message field indicate if the last message was incoming or

outgoing.

You can filter the interaction list by: Start Date, Read/Unread, Status (namely: Open/Closed), Website,

Agent who first managed it, Tags.

About Last Message

Messages sent as Auto-Reply or Secret Notes will not be considered as a Last Message

In order to send a New Open Channel interaction click on , choose the account (one in the list

proposed for the specific Agent) from which to send it, and then write your message and insert the

recipient (belonging to the list associated to the Account):

If you insert at least three letters/numbers in the To field, the system will show you all the members

of the list (according to the map field defined by the Administrator) that match.

Clicking on one Interaction you will be able to see all the messages exchanged in the open channel

session, as well as the right side bar information (contact, interaction, journey).

If you see a small number near the contact name, like in the following picture:

it means that new interactions have been received (but not managed) in the same conversation.

About Open Interactions:

When an interaction remains OPEN, the Agent can still send messages to the customer according to

the channel regulations and policies: for example, Facebook allows the chat recipient to send

messages to the chat initiator within 24 hours the session has been started; after that, only one

message (tagged by a single checkmark) can be sent but, if nobody replies to you from the FB

account, no more messages will be allowed

3.3.22. Omni Desktop Quick Reference Guide

Here you find a Reference Guide of the most used functions of the OmniDesktop environment.

3.3.23. Click to Call or to Interact with a Contact

You can just click on the contact name (in Contacts or My Contacts) in order to open the contact

profile: click on the telephone icon near the Phone or the Mobile field:

• Choose Call and the call will start in your Phonebar (this requires the Phonebar to be already running)

or in your WebRTC Bar • Choose Transfer and the actual call is transferred to the selected contact number (this works only for

Phonebar Agents)

The same feature is available on all the available Channels: the Agent can click on the Fax, Email, SMS

icons in order to send a message to the contact through the chosen channel.

The button near the Contact Name starts the Jscripty surveys.

Only if you use the Phonebar: remember to enable the Remote Control setting for the

Agent (see Motion PhoneBar Settings) to make this feature work!

3.3.24. Dispose calls

If you have properly configured a trigger with Contact Manager action, the contact tab will be

displayed for the agent as shown below when the trigger conditions are true.

The information panel at the top of the page displays the Caller Name, Caller Number and Queue

Name.

This timer shows the elapsed time since the contact tab was opened.

When the call ends, Dispose button and timer will appear on the information panel as shown below:

This timer shows the elapsed time since the call ended.

To dispose the call, click on and choose one of the dispositions of the list and eventually insert

a note.

The Disposition is automatically set and saved the moment you select a disposition. Pay attention!

you will not be able to change the disposition once it is saved.

Default Motion dispositions will be listed on the left side of the screen while any

of yours custom dispositions will be listed on the right side of the screen.

The Agent can also dispose outbound calls managed by the the Motion Bull Dialer and

choose among the following selection:

• Dispose

• Reschedule

• Recall Me

• Blacklist

Blacklist, Recall me and Reschedule dispositions are available only for Dialer Outbound Queue

Campaigns:

Blacklist

• sets disposition of the call to blacklist

• adds the contact in all the blacklists associated to the queue campaign

Reschedule

• sets disposition of the call to reschedule

• schedules the contact for the selected time and date.

Motion Bull will automatically call the contact at the scheduled time if:

• the queue campaign is Active

• there are at least one available Agent

• the scheduled time is within the queue campaign time interval.

Recall me

• the contact will be recalled later and the call will be passed to the Agent in charge or to the members

of the queue the agent belongs to, according to the specific queue campaign settings configured by

the Administrator (see Here: Administrators only).

If the scheduled time is outside the queue campaign time interval, the contact will be called

in the next valid time interval.

e.g. Let's consider that Queue campaign time interval is from 8:00-18:00 and the contact is

rescheduled for 19:00. The contact will be called the following day within 8:00-18:00 when there is at

least one available agents logged.

3.3.25. Dial Contacts with Motion Bull Preview Campaigns

If the XCally Motion Bull Dialer is configured on the system, anytime a "Preview" Queue Campaign

is running for the agent logged, a badge is shown on the in the Omni Desktop Interface Dialer icon

showing the number of calls that wait to be managed yet.

Clicking on this button the system will propose the first contact in the list to call:

If the Agent clicks on Next the call will be skipped for that particular agent and the dialer

proposes the next contact to call in the list.

When the Agent clicks on Call the call will be managed by the dialer and handled as a

normal incoming call (on the Phonebar or on the WebRTC bar):

As a result, the number in the badge is decreased.

Usually more than one agent can run preview campaigns (the Administrator can add contacts lists

to call to a campaign and enable agents to manage the calls: see herehow to do this) and the

number in the badge reflects the total number of unmanaged calls.

Preview means that the automatic dialer selects a customer from a call list and proposes this call

to an agent (the "preview" phase): when the agent accepts it the dialer starts the call. The Agent

will stay on the line during the progress of the call, until the customer answers or any other event

happens (line busy, call unanswered, and so on) as in manual calls.

3.3.26. Run Jscripty scripts

If the Administrator has configured a trigger with Jscripty action, any time the the trigger

conditions are met, the survey will start automatically and be displayed to the agent

:

timer shows the elapsed time since the Jscripty tab was opened.

button will start the script and the first page will be displayed for the agent.

these buttons are used to move forward and backward in the script. Note that

the Next button will be disabled until an answer is provided for questions with required field set.

this button is used to submit responses and end the script.

this button is used to restart the survey (this will cause the loss of all data previously

collected)

The responses will not be saved in the database if the tab is closed at any point in the

script without clicking on Submit button.

The Jscripty surveys can also be activated clicking on this button near the Contact Name (in

Contacts or My Contacts files).

3.3.27. Use Canned Answers

In several contexts the Canned Answers can be very useful, helping to increase productivity and

maintain a good level of communication, because it may happen the Agents need to answer to very

common and frequent questions asked by the Customers: in this case, if the responses are given

writing some text messages (e.g. when using Email, Chat, Open Channel, SMS), instead of typing the

same answers repeatedly, the Agents can use the available Global Canned Answers (created by the

Administrator: see here) or Local Canned Answers available only for specific Channel

Accounts/Websites**.

The Agent can type messages directly:

or click on the Canned Answers button :

and insert a text to make a list of canned answers matching that appear in a list:

General (marked by a small icon) and Local (specific for Website/Account and marked by the

Channel type icon) Canned Answers are showed as a unique list: click on the chosen one and it will

be copied in the message body text.

**Please refer to the Admin Channel Websites/Accounts Configuration documentation for further

information about Local Canned Answers:

• Chat Website Canned Answers

• Email Accounts Canned Answers

• SMS Accounts Canned Answers

• Open Channel Accounts Canned Answers

Local Canned Answers are available for all Channels entry points, except FAX Accounts.

3.3.28. Use Tags

Tags can be used to categorize interactions (Chat, Email, SMS, etc.) or customer records (in

Contacts/My Contacts).

The Administrator can create proper Tags (see how to define tags here), set their names, descriptions

and colors to make them become available to Agents:

Choose as many tags from the list and save them.

For example, once one or more tags are assigned to an interaction, the list can be filtered by them

(Select tag):

in order to retrieve an homogeneous sample.

If you associate many tags to an interaction, the tag label becomes grey instead than colored

The tags chosen show up in interaction:

3.3.29. Exploit Customer Journey Information

All interactions coming from any channel are stored in the Customer Journey, which can be

accessed from the Contacts Manager (Contacts/My Contacts: see here) or from the Channel

Interactions List (open the interaction and shift right to the last tab Journey of the Info area).

Any time the Agent manages an interaction, the history of all the interactions of that specific

customer can be shown in a timeline.

Each interaction type shows up a different colored icon according to the Channel used and can be

opened clicking on (available only for those Agents with proper permission on the specific item)

or inspected clicking on .

Useful informations like interaction Status or Disposition are displayed as well.