For AI agents: the docs index is at https://guide.xima.cloud/llms.txt. Append .md to any documentation page URL to get its markdown version.
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Getting Started
Welcome to Xima CCaaS
Contacting Support
Submitting a Ticket
Xima Care Agreement
Consolidated Login
Reports
Overview
My Reports
Running a Report
Editing a Report
Downloading a Report
Scheduling a Report
Managing Roles
Managing Tags
Importing/Exporting Reports
Report Skin Editor
Create a Report
Reports — Row Types
Reports — Row Filters
Reports — Column Types
Reports — Summary Metrics
Reports — Finalize the Report
Managing Parameters
Managing Formulas
Sub-Reporting with Parameters
Standard Reports
Abandoned Calls
Account Code Summary
Account Code Summary by Agent
Agent Call Summary
Agent Call Summary by Skill
Agent Call Volume
Agent Calls
Agent Calls with Sentiment
Agent Feature Trace
Agent OmniChannel Performance
Agent OmniChannel Time Interval
Agent QA Calls
Agent QA Summary
Agent QA Time Interval
Agent Reason Code Trace
Agent Sentiment Summary
Audit Events
Call Details
Call Details by Topic
Call Performance
Call Volume
Callback Calls
Calls by Account Code
Calls by Caller ID
External Number Summary
Missed Call Summary
Skill Call Summary
Skill Call Summary with Sentiment
Skill Call Volume
Skill Callback Summary
Skill Calls with Sentiment
Skill OmniChannel Summary
Skill OmniChannel Time Interval
Chat Reports
Agent Call and Chat Performance Summary
Agent Chat Summary
Chat Volume
Skill Chat Summary
Email Reports
Email Detailed Report
Cradle to Grave
C2G — Examining the Call
C2G — Terminology
Metrics and Criteria
Metrics Matrix
Metric Definitions
Report Filter Criteria
Abandoned vs. Missed
Interval Credit Modes
Report Definitions
Account Code Report Definition
Agent Metric Report Definition
Audit Event Report Definition
Call Report Definition
Call Direction Report Definition
Call Event Report Definition
Caller ID Report Definition
Email Report Definition
External Number Report Definition
Feature Report Definition
Group Report Definition
Local Number Report Definition
Messaging Report Definition
"None" Report Definition
Reason Code Report Definition
Role Report Definition
Skill Report Definition
Tag Report Definition
Time Report Definition
Real-Time Displays
Overview
Wallboards
Wallboards — Editor
Wallboards — Widgets
Loops
Supervisor View
Calls In Queue
Emails In Queue
Messaging Monitor
User Management
Overview
UC Phone Licensing
UC Licensing — Export the Information
Agent Licensing
No Answer Destination
Connected Numbers (Call Link Only)
Recording Modes and Options
CC Licensing — Export the Information
User Accounts
Manage Roles
Account Codes
Busy Codes
Tiered Busy Codes (CallHub Only)
Sync UC Users
Manage Phonebook
Contact Center
Overview
Skill Levels
Manage Skills
Skills — Routing Algorithm
Skills — Availability Tiers
Skills — Callback Strategy
Skills — Configuring an SMS Skill
Skills — Canned Messages
Skills — WebRTC Outbound DID
Park Zones (CallHub Only)
Call Hub and Proprietary Features
Tiered Busy Codes/DND for Agents using CallHub
WebRTC Agent Voicemail
Call Park
WebRTC Transfers and Conferences using CallHub
WebRTC - Route Direct To Agent
Routing Configuration
Overview
Call Routing
Email Routing
IVR
IVR — Components
IVR — Actions
IVR — Conditions
IVR — Parameters
IVR — SIP Header Fields
IVR — Call Routing Methods
Time of Day Profiles
Holiday Profiles
Data Dip Profiles
Data Dip — Web Service Connection
Data Dip — Using Google Sheets
Digit Menu Profiles
Manage Announcements
API Enablement
Overview
Screen Pop Integration
Screen Pop Integration — Salesforce CTI Plugin
Screen Pop Integration — Zoho
API Service Users
Data APIs
Action APIs
Action API — Web Form Callbacks
Skill Management APIs
Agent Management APIs
Web Service Integration
Web Service Integration — Salesforce Flows
Web Service Integration — Abandoned Call Callback
API Limits & Statuses
Launch Client
Overview
Agent Client — CCAC
Desktop Client — Administration
Desktop Client — Installation
Desktop Client — Skill Management (Legacy)
Desktop Client — Alerts and Triggers
Desktop Client — Emergency Call Notifications (Legacy)
Desktop Client — Missed Call/Chat Action (Legacy)
Desktop Client — Web Chat Configuration (Legacy)
CallHub
Overview
CallHub Modes
Transfers
Conferences
Agent Voicemail
Call Park
Park Zones
Call Link
Connected Numbers
Tiered Busy Codes
Contact Center Agent Client (CCAC)
Overview
Electron App and Global Portal
User Interface
Windows Notification Settings
CallHub
Call Link
Call Handling
Chat Handling
Email Handling
View History
Audio Devices
Agent Availability Settings
Troubleshooting CCAC
AI Configuration and Features
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
Transcriptions - Custom Topics
Transcription Scores
Transcriptions - Assigning the Expected Language
AI Governance & Trust Overview
Summary: AutoQA Evaluations
Configuring AutoQA Evaluations
Reviewing AutoQA Evaluations in Cradle to Grave
Reporting on AutoQA Evaluations
Launch Pad - Overview
AI Insights
Admin (System) — Administration
Overview
System Settings
General Settings
Reports Settings
Voice Settings
Messaging Settings
Email Settings
Voice Audio Codecs
Supported Codecs for Audio Files
Target Platform
SIP Extensions
SMS Numbers
10DLC Compliance & Registration
Campaign Types
Email Account
Microsoft Outlook
Google Gmail
Recording Storage
Single Sign-On
OKTA
Teams Integration
Teams — Direct Routing Configuration
Linking CCaaS App to Microsoft Teams
Connecting Xima Voice Agent Client in Microsoft Teams
EHR / EMR Integrations
EHR / EMR — Supported Integrations
EHR / EMR — Demographics
EHR / EMR On-Prem — JumpAgent Client
NetSapiens Configuration
NS — Target Platform
Connection Resiliency Settings
SRV Records
NS — SIP Extensions
NetSapiens in CCaaS
Call Routing in NetSapiens
XDT Routing — Direct to Skill Routing
(NS) Provisioning an Avaya J-Series Phone
Provisioning a Yealink Phone
SNAPmobile
International Calling (Including Caribbean)
Voice Recording Playback
Forwarding Rule for Failover
Connecting for Reporting and Recording Only
Outbound Calling Issues
NS (CCaaS) — Best Practices
NetSapiens Xima UCaaS
NS (UC) — Best Practices
UC Users
UC Conferences
UC Multicast Paging
UC Auto Attendants
UC Call Queues
UC SMS/MMS Queues
UC Time Frames
UC Music On Hold
UC Inventory
UC Attendant Console
RingCentral — Avaya Cloud Office Configuration
RC/ACO — Target Platform
RC/ACO — SIP Extensions
RC/ACO in CCaaS
Call Routing from RC/ACO
Forwarding Rule for Failover
Mobile App
Using the Auto-Attendant
(RC/ACO) Provisioning an Avaya J-Series Phone
Handling API Overflow
Voice Recording Playback
Navigating API Connectivity Issues
Scaling for Concurrent Calls
RC/ACO — Best Practices
Metaswitch Configration
MS — Target Platform
MS — SIP Extensions
Metaswitch in CCaaS
Call Routing from Metaswitch
Routing to WebRTC Agents
Mobile App
3CX Configuration
3CX — Target Platform
3CX — SIP Extensions
3CX in CCaaS
Digital Receptionist to CCaaS
Call Routing from 3CX
(3CX) Provisioning an Avaya J-Series Phone
Mobile VoIP App
In-Browser Web App
Desktop App
Avaya IP Office Configuration
Connect Avaya IP Office to Xima CCaaS via SBC
Alianza One BCC
Alianza One BCC — Target Platform
Alianza One BCC — SIP Extensions
SBC Configuration
SBC — Guidelines
SBC — XDT Routing
Supported Configurations
WebRTC Integration Based On Platform
WebRTC Asterisk Integration
WebRTC WildIX Integration
WebRTC 3CX Integration
CiscoWebEx Configuration - CCaaS
WebEx - WebRTC Outbound DID Configuration
Xima CCaaS Embedded App on Webex
CRM Integration - Xima CCaaS
WildIX Configuration Guide - CCaaS
8X8 Registration with Xima CCaaS
Workforce Optimization and Management
Configure Service Address Links
Preparing Quality Management and Speech Analytics in Xima CCaaS
Dialer
Dialer - Dialing Based on Available Agents
TROUBLESHOOTING
Contact Center Agent Client Logs Out Automatically
Calls are being blocked as SPAM
Missed Call in Agent's Call History, Phone Did Not Ring (RingCentral/Avaya Cloud Office)
CCAC on CCaaS - Potential Issues And Steps For Resolution
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