Jump to Content
Xima CCaaSGetting StartedHome
GuidesChangelog
Getting StartedHomeLog InXima CCaaS
Guides
Log In
3CX - Best Practices

Home

  • Xima CCaaS Users Guide Home
    • Adding a Payment Method (Credit Card)
    • Adding a Payment Method (Bank Account / ACH)
    • Consolidated Login
  • Best Practices

Reports

  • Cradle to Grave
    • Cradle to Grave - Quick Start Guide
    • Cradle to Grave Terminology
  • Reports Overview
    • Running a Report
    • Scheduling a Report
    • Downloading a Report
    • Abandoned Calls vs. Missed Calls
    • Importing and Exporting Reports
  • List of Standard Reports
    • Abandoned Calls
    • Account Code Summary
    • Account Code Summary by Agent
    • Agent Call and Chat Performance Summary
    • Agent Call Summary
    • Agent Call Summary by Skill
    • Agent Call Volume
    • Agent Calls
    • Agent Chat Summary
    • Agent Feature Trace
    • Agent Reason Code Trace
    • Audit Events
    • Call Details
    • Call Performance
    • Call Volume
    • Callback Calls
    • Calls by Account Code
    • Calls by Caller ID
    • Chat Volume
    • External Number Summary
    • Missed Call Summary
    • Skill Call Summary
    • Skill Call Volume
    • Skill Callback Summary
    • Skill Chat Summary
  • Custom Reports
    • Creating a Custom Report
    • Editing an Existing Report
    • Report Categories
  • Report Filter Criteria
    • Account Code Report Value Definitions
    • Agent Report Value Definitions
    • Call Report Value Definitions
    • Caller ID Report Value Definitions
    • Event Report Value Definitions
    • External Number Report Value Definitions
    • Feature Report Value Definitions
    • Local Number Report Value Definitions
    • "None" Report Value Definitions
    • Reason Code Report Value Definitions
    • Role Report Value Definitions
    • Skill Report Value Definitions
    • Tag Report Value Definitions
    • Time Report Value Definitions
    • Understanding and Using Interval Credit Modes

Realtime Displays

  • Building a Wallboard
    • Using a Pre-Built Wallboard Template
    • Create a Custom Wallboard
    • How to Modify an Existing Wallboard
    • How to Duplicate an Existing Wallboard
    • Creating Realtime Loops
    • How to Delete a Wallboard
    • Why Are My Widgets Grayed Out
    • How to Export a Wallboard
    • Sharing Wallboards with Agents
  • Realtime Widgets
    • Active Calls Widget
    • Agent Box Widget
    • Chart Widget
    • Gauge Widget
    • Group Box Widget
    • Group Widget
    • Image Widget
    • Leaderboard Widget
    • Line Widget
    • Marquee Widget
    • Pie Chart Widget
    • Text Widget
    • Title Value Widget
    • Web Page Widget
  • Supervisor View
    • Filtering Agent, Skill, and Role in Supervisor View
    • Customizing Supervisor Metrics
    • Supervisor Agent Control
    • Supervisor Queue Control
    • Changing Agent Profile Image
    • Using Live Listen, Whisper, and Join Call

Recording

  • Recording Storage Controls
  • WebRTC Recording Modes
  • 3rd Party Recording Integration for Corporate Tenants

Agent Settings

  • Account Codes
    • Adding Account Codes in Bulk
  • Busy/Reason Codes (DND)
    • CCAC - How To Toggle DND As An Agent
  • Setting an Overflow Destination for Direct Calls to Xima Agents
  • Bypass CCAC Login for UC Agent Skill Availability

Contact Center

  • Creating a Contact Center Skill in Xima CCaaS
    • Add a New Skill Group
    • Adding an Agent to Skill Groups
    • Availability Tiers
    • Skill Routing Algorithms
    • CCaaS IVR - No Routing Algorithm
    • Adding Announcements
    • Adding a Custom Announcement
    • Building a Composite Announcement
    • Managing Queue Music
    • Building a Language Pack
    • Selecting a Language Pack
    • Changing a Language Pack
    • Limiting a Skill's Queue Capacity
    • Configuring Digit Actions
    • Skill Overflows
    • Changing Agent Ring Time
    • Limiting a Queue’s Capacity
    • Modifying an Agent's Simultaneous Sessions
    • Adjusting ACW Timer
    • Supervisor View - Queue Control
    • Default Queue Music and Announcements
    • Adding an Agent to Skill Groups
    • SIP Header Examples
    • Xima CCaaS Call Routing Configuration
    • Configuring Avaya J-Series Phone for Xima CCaaS
    • WebRTC - Route Direct To Agent
    • WebRTC Outbound DID Configuration
    • Xima CCaaS Call Routing - Direct to Skill Using XDT
    • E911 DID Selection
    • Enabling Auto Answer for WebRTC Users
  • Linking Xima CCaaS To Microsoft Teams
  • WebRTC Integration Based On Platform
    • WebRTC Asterisk Integration
    • WebRTC WildIX Integration
    • WebRTC 3CX Integration
  • Contact Center Agent Client (CCAC) Configuration and Use
    • CCAC - Logging In and Out
    • CCAC - Ready Up
    • CCAC - Taking a Break
    • CCAC - Notes and Account Codes
    • CCAC - Viewing Your Call History
    • CCAC - Adjust Notifications
    • CCAC - View a Wallboard During a Call
    • CCAC - Missed Call Work MCW Timeout
    • CCAC - Queue Callbacks Reserve Agent
    • CCAC - Change Language
    • CCAC - Change Agent Password
    • CCAC - After Call Work Timer ACW
    • CCAC - Microphone Permissions in Browser
    • CCAC - Redialing a Call from History
    • CCAC - Interacting with Emails
    • CCAC - Starting a New Call
    • CCAC - How To Toggle DND As An Agent
    • CCAC - WebRTC Internal Calls and Assisted Transfers
    • CCAC - SMS/MMS and Webchat Threading
    • CCaaS “Xima Contact Center Client” (“Electron App”) and “Global Portal”
    • CCAC - WebRTC - Configuring Speaker and Mic Settings
  • Configuring Queue Callback
    • Changing the Callback Strategy
    • Snooze Duration
    • Callback Offer Window
    • Max Callback Attempts
    • Limiting Scheduled Callbacks
    • Estimated Wait Time
    • Caller ID Return Number
  • Email Channel
    • CCaaS - Outlook Email Configuration
    • Building an Email Signature
    • Authenticating with your Email Service
    • Email Routing Rules
    • Licensing and Assigning Agents for Email
  • Messaging Channel
    • CCaaS - Web Chat Configuration
      • Enabling Web Chat for an Agent
      • Canned Messages
      • Adjusting Agents’ Session Count
      • Offer When No Agents Are Logged In
      • Offer When All Agents Are Busy
      • Modifying the Invite Header
      • Modifying the Default Text
      • Adding an Email Address for Unavailable Queues
      • CCAC - Interacting with Web Chat
      • Changing an Agent's Nickname for Web Chat
    • SMS Campaign Types
    • Outbound SMS Numbers (DIDs)
    • Configuring Messaging Timeouts
    • SMS and 10DLC Registration - Tips and Tricks
    • SMS and 10DLC - Building a Compliant Campaign
  • Time of Day and Holiday Profiles
  • IVR Overview
    • Build a New IVR Flow
    • Setting an IVR as the Primary
    • Actions vs Conditions
    • Understanding IVR Parameters
    • Time of Day Condition
    • Holiday Condition
    • Managing IVR Announcements
    • Parameter Condition
    • Transfer Action
    • Drop Call Action
    • Set Paremeter Action
    • Data Dip - Configuring a Profile and Adding to an IVR
    • Collect Digit Action
    • Digit Menu Action
    • Routing Calls by Dialed Number
    • Send SMS from IVR
    • Confirm Caller Number Action
    • Collect Confirmation Action
    • Building an IVR Flow to Collect SMS Consent and Send a Message
  • WebRTC Conferencing

AI AGENT

  • Knowledge Base Management
  • Build a New AI Agent Profile
  • AI Agent Tools
  • Reporting on AI Agent Activity
  • Mapping Messaging to an AI Agent
  • AI Knowledge Base Best Practices

APIs

  • API Overview
  • Configuring a Service User
  • Historical Call Data
  • Realtime Metrics API
  • Collecting Recordings via API
  • Data Dip - Web Service Connection
  • Click to Dial via API
  • Requesting a Callback via API
  • Screenpop Profiles
  • How to Screen Pop the Zoho Search Page
  • WebService API with Salesforce Flows
  • Salesforce Integration Plugin for Contact Center Agent Client
  • Requesting Agent and Skill Lists
  • Microsoft Teams Integration - CCaaS
  • WebService API
  • Glossary
  • Automating a Callback for Abandoned Calls

Administration

  • CiscoWebEx Configuration - CCaaS
  • User Management
    • Routing to WebRTC Agent from Metaswitch UC System
    • User Account Setup
    • Applying Xima Contact Center Licenses to Agents
    • Create and Manage Roles
    • Deleting a User Account
    • Removing an Agent from CCaaS
    • Reset User Account Password
    • Reset Agents Password
    • SSO Single Sign-On
  • Additional Administration
    • Disable Agent Skill Toggle
    • Emergency Call Notifications
    • Alerts and Triggers
    • Missed Call Work Timer
    • Changing Server Timezone
    • ACW I Need More Time
    • Web Chat - Base Settings
    • Configuring Logout of Skills Upon a Missed Call
    • Downloading the Admin Client (v4.2.8g+)
    • Supported Codecs for Audio Files
  • WildIX Configuration Guide - CCaaS
  • CRM Integration - Xima CCaaS
  • Supported EHR / EMR Integrations
    • EHR/EMR Demographics
  • On-Prem EHR/EMR Integration - Installing the JumpAgent Client
  • Deploying and Setting Up SRV Records in TPI Settings for CCaaS

UCaaS Configuration

  • Xima UCaaS
    • Xima UCaaS - Creating Time Frames
    • Xima UCaaS - Adding and Provisioning Yealink Device
    • Xima UCaaS - Adding and Provisioning Avaya J-Series Phone
    • Xima UCaaS - How to install the SNAPMobile webphone on Windows
    • Xima UCaaS - Creating a Call Queue
    • Xima UCaaS - Adding User Devices to Call Queues
    • Xima UCaaS - Creating Inbound SMS/MMS Queue
    • Xima UCaaS - Building an Auto Attendant
    • Xima UcaaS - Creating a Conference
    • Xima UCaaS - Adding a New User
    • Xima UCaaS - DID/Phone Number Routing
  • Connect RingCentral/ACO to Xima CCaaS
    • Registering ACO Handsets in CCaaS
    • ACO Handsets Best Practices
    • Create a RingCentral/ACO Forwarding Rule for Failover
    • Setting ACO Load Balancer
    • ACO/RC Configuration
    • Utilizing RingCentral/ACO Call Queues to Route to Xima CCaaS
    • ACO/RC - Plug the Queue and Overflow
  • Connect Avaya IP Office to Xima CCaaS via SBC
  • RingCentral Configuration and Best Practices
    • Configuring RingCentral Mobile App (Android)
    • Configuring Avaya J-Series Phone for Xima CCaaS
    • Setting Up Xima CCaaS Overflows
    • Routing Calls From RingCentral AA to Xima CCaaS
    • Voice Recording Playback on ACO/RingCentral
    • Understanding and Navigating Connectivity Issues (RingCentral)
  • Netsapiens Configuration
    • Configuring Netsapiens Virtual Handset
    • Netsapiens Tips and Tricks
    • Configuring Netsapiens Mobile App (Android)
    • Configuring Avaya J-Series Phone for Xima CCaaS
    • Routing Calls From Netsapiens Auto Attendant to Xima CCaaS
    • Can't Make Outbound Calls / Callback Assist Isn't Working
    • Routing Using Call Routing Rules (formerly Skill Routing Identifiers) in Netsapiens
    • Configuring Netsapiens with Xima CCaaS
    • Netsapiens Configuration
    • Voice Recording Playback with Netsapiens
    • Create a Netsapiens Forwarding Rule for Failover
    • Overflow if Registration Fails
    • Inbound SMS/MMS Configuration for Netsapiens
    • Connect to Netsapiens for Reporting and Recording Only
  • Microsoft Teams Direct Routing Configuration
  • Configuring Your Metaswitch Mobile App (Android)
    • Configuring Virtual Handset on Metaswitch
    • Routing Using Call Routing Rules (formerly Skill Routing Identifiers) in Metaswitch
  • 8X8 Registration with Xima CCaaS
  • 3CX Configuration
    • Configuring 3CX Mobile App (Android)
    • 3CX Configuration and Best Practices
    • Routing Calls from 3CX Digital Receptionist to Xima CCaaS
    • Routing Using Skill Routing Identifiers in 3CX
    • Routing Via DID on 3CX

Workforce Optimization and Management

  • Configure Service Address Links
  • Preparing Quality Management and Speech Analytics in Xima CCaaS

Dialer

  • Dialer - Dialing Based on Available Agents

3CX - Best Practices

This section provides suggested best practices for 3CX that you can incorporate into your Xima CCaaS experience.

Suggest Edits

3CX Best Practices

3CX Configuration and Best Practices

Updated over 1 year ago


  • Table of Contents
    • 3CX Best Practices