For technical topics, advanced configurations, or assistance:
support@linkedip.com
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📋 Overview
The Tools area provides a comprehensive set of utilities available for Administrators and authorized users. These tools help you adapt system behavior to your organization’s operational needs (standardization, classification, automation, audio assets, reporting schedules, and more).
- Some tools are channel-specific. For example, Trunks is used exclusively to configure the Voice channel (SIP connection).
- Each tool serves a distinct purpose and may require different permission levels depending on role and configuration complexity.
- Most tools follow the same pattern: open the tool → view list → create/edit items → save changes.
Note: Some options (for example: Trunks,
advanced Triggers, or Cloud Providers)
may be considered technical.
If you need help planning or validating these configurations, contact
LinkedIP: support@linkedip.com
🧭 How to use Tools (recommended workflow)
When implementing or adjusting a configuration, the safest approach is to follow a simple workflow:
- Define standards first (Dispositions, Tags, Pauses, Pause Reasons) so reporting and classifications stay consistent.
- Prepare reusable assets (Sounds, Templates, Variables) used across channels and automations.
- Enable automation (Triggers, Scheduler) only after the base elements exist and have been validated.
- Test with a pilot group (one team or queue) before rolling changes to the full operation.
➡️ Tools sections
Below is an expanded explanation of each tool and how it is commonly used in day-to-day operations.
| Tool | Purpose | Typical use cases |
|---|---|---|
|
Canned Answers |
Create predefined replies that agents can insert to respond quickly and consistently to customer inquiries. | Standard greetings/closings, common troubleshooting steps, shipping & billing responses, policy text, multilingual templates. |
|
Cloud Providers |
Configure cloud providers used by the system (Amazon AWS, Google Cloud, Microsoft Azure, and OpenAI). | Enabling AI features, linking an OpenAI provider for bots, configuring provider credentials (admin-only). |
|
Custom Dashboards |
Create dashboards tailored to monitor relevant metrics and improve operational visibility. | Supervisor dashboards by queue/team, KPI panels for daily monitoring, wall displays for operations rooms. |
|
Dispositions |
Create standardized outcomes/categories agents use to classify interactions (reason/resolution). | Reporting by outcome (Resolved, Escalated, No Answer), compliance tracking, reason analytics by channel. |
|
Intervals |
Define time intervals that can be used by action flows or IVR projects to determine when an application can be executed. | Office hours vs after-hours routing, holiday schedules, time-based IVR behavior (open/closed messages). |
|
OpenAI Bots |
Configure bots for Voice and other channels using ChatGPT, after setting up a Cloud Provider with OpenAI. | FAQ bots, first-level triage, automated intent handling, deflection before routing to an agent. |
|
Pauses |
Create pause statuses that agents and supervisors can apply to track different pauses throughout the workday. | Break, Lunch, Training, Meeting. Used for productivity and adherence reporting. |
|
Pause Reasons |
Create pause sub-statuses to provide more detailed information and improve tracking of workday activities. | Break (Coffee / Restroom), Training (Coaching / Onboarding), Meeting (Team / 1:1). |
|
Scheduler |
Schedule automated extractions of reports (default or custom) defined in Analytics. | Daily queue performance report, weekly agent productivity export, automatic delivery to stakeholders. |
|
Sounds |
Upload and manage audio files used in IVR projects/campaigns or in queues for periodic announcements. | IVR prompts, holiday announcements, queue periodic messages, legal notices or consent prompts. |
|
Tags |
Create custom labels (often color-coded) to categorize contacts and interactions. | VIP, High Priority, Billing, Technical Issue, Escalation Required. Helps filtering and reporting. |
|
Templates |
Create HTML templates used within the system, such as trigger popups with variables. | Standard popups for agents, dynamic fields based on contact data, consistent UI messaging. |
|
Triggers |
Create triggers to automate actions and integrations based on settings and conditions. | Auto-tagging, auto-assignment rules, notifying systems, launching workflows on interaction events. |
|
Trunks |
Configure the SIP connection between XCALLY and your VoIP provider as a key step in enabling the Voice channel. | Setting SIP registration/connection parameters, validating voice connectivity (admin/technical). |
|
Variables |
Create variables used across the system (IVR projects, integrations, canned answers, templates). | Reuse dynamic values, standardize messages, populate templates/answers, simplify flow maintenance. |
🔐 Permissions and access
Visibility and access to Tools depends on your role and permission profile:
- Administrators usually have access to all tools.
- Authorized users may have access only to selected tools (for example, Canned Answers, Tags, Dispositions).
- If a tool is missing or disabled, your User Profile may not allow it.
Tip: If you need access to a specific tool, ask your
administrator to review your User Profile permissions
in Staff → User Profiles.
📩 Support
For technical topics, advanced configurations, or assistance with Tools:
- LinkedIP Support: support@linkedip.com
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