This section provides access to all the essential Administrator Applications, Tools and Configuration Settings required to manage and maintain the XCALLY environment. It enables administrators to achieve full CTI integration and customize every aspect of their XCALLY system for optimal performance.
For technical topics, advanced configurations, or assistance: support@linkedip.com
Contents
💡 Core Administrative Capabilities
XCALLY administrators can perform a wide range of configuration and maintenance activities across the platform:
| Capability | What you can do |
|---|---|
| Activity Setup | Configure all operational activities required by your organization: Inbound, Outbound, Service Mailbox, Chat, SMS and so on. |
| Call Routing and Contexts | Define routing strategies for internal, inbound, and outbound calls; configure contexts to manage call flow logic. |
| Staff and Device Management | Create, modify, or delete Users, Agents, and Telephones. |
| Queue Management | Create and manage service queues; set working rules and engagement mechanisms; define actions triggered during queue interactions; associate agents to the appropriate queues. |
| IVR Flow Management | Use Cally Square to build and update IVR call flows via a graphical drag-and-drop interface. |
| Contacts and Campaigns | Manage contact lists through Contacts Manager; create and launch outbound campaigns using Motion Bull Dialer. |
| Surveys and Feedback | Design and deploy survey models using the intuitive Jscripty application. |
| System Maintenance |
Perform XCALLY software updates to keep the environment up
to date.
Note: If you are unsure about the impact
of an update or need assistance planning a maintenance
window, contact LinkedIP:
support@linkedip.com
|
| Monitoring and Supervision | Track agent activity and teamwork organization using Realtime View and multi-channel dashboards. |
| Visualization and Customization | Design and personalize dashboards using the Wallboard Graphics Designer. |
| Reporting and Analytics | Set up custom reports and analytics for each communication channel. |
| Automation | Configure triggers to create automated or event-driven behaviors. |
| External Integrations | Set up and manage CTI integrations with external applications. |
👥 Staff (Users, Agents, Teams & Profiles)
The Staff module is where you manage who can access XCALLY and how they operate (users, agents, devices/telephones, teams, and permission profiles).
| Staff Submenu | Purpose |
|---|---|
| Users | Create and manage login accounts for administrators/supervisors. |
| Agents | Manage operational agents who handle interactions (voice/digital). |
| Telephones | Manage phones/extensions used in voice operations (if applicable). |
| Teams | Group agents by department/service/skill for easier administration. |
| User Profiles | Define permission profiles (what each user can see and do). |
| Agent Profiles | Define agent operational profiles (depends on environment policies). |
| Queue Timings | Configure queue timing rules (if your setup uses schedules). |
| Deleted Members | Review deleted users/agents and related actions (based on permissions). |
🛠️ Tools (Common Admin Utilities)
Tools provides common utilities used across modules (standardization, classification, and operational configuration).
- Canned Answers – predefined replies for digital channels (Chat/Email).
- Pauses / Pause Reasons – define agent pause types and detailed reasons for reporting.
- Dispositions – define closing categories/motives for interactions.
- Sounds – manage audio files used for IVR or operational messages.
- Tags – classify contacts/interactions using labels.
- Intervals – schedules/intervals used by flows or operations (if applicable).
- Templates – reusable templates (if applicable).
📩 Support
For technical topics, advanced configurations, or assistance:
- LinkedIP Support: support@linkedip.com
Comments
0 comments
Please sign in to leave a comment.