Call Hub (available 5.62+) is Xima's current WebRTC calling mode for agents using the native softphone in CCAC. It replaces an older, more limited WebRTC calling mode that supported only basic internal calling, a simplified assisted transfer, and manual conferencing. Sites are being migrated from the legacy mode to Call Hub over time, so both sets of behavior are documented below.

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Call Hub Mode

Transfers

While on an active call, selecting the Transfer/Conference icon in the call control widget opens a menu with Blind Transfer, Assisted Transfer, and Conference options.

Performing an Assisted Transfer

1. From the Transfer/Conference menu, hover over Assisted Transfer and select New Transfer Destination

2. Select a transfer destination:

   Method	Description
   Dial Pad	Manual entry of any internal or external number
   Agent List	Available CCAC agents, filterable by name
   Skill Groups	Configured skill groups, filterable by name
   Phone Book	Internal and external contacts from the organization's directory

3. Once the destination party answers, speak privately with them before completing the transfer — Switch toggles between the original caller (on hold) and the transfer destination

4. To complete the transfer, select the Transfer/Conference icon again, hover over Assisted Transfer, and select the original caller's number from the submenu

Performing a Blind Transfer

1. From the Transfer/Conference menu, select Blind Transfer
2. Select a transfer destination using any of the methods above

The call transfers immediately once a destination is selected or dialed, and the agent is removed from the call.

Conferences

1. From the Transfer/Conference menu, hover over Conference and select New Conference Participant
2. Select a conference destination using any of the methods listed under Transfers above
3. Once the destination party answers, speak privately with them before completing the conference — Switch toggles between the original caller (on hold) and the new participant
4. To complete the conference, select the Transfer/Conference icon again, hover over Conference, and select the original caller's number from the submenu

All parties connect immediately once completed, and the Details tab lists every participant on the conference.

Agent Voicemail

Agent Voicemail is a Call Hub-only feature that routes an unanswered direct, internal, or transferred call to a personal voicemail box instead of the standard No Answer Destination.

Enabling Agent Voicemail as a No Answer Destination

1. Navigate to User Management > Agent Licensing

2. Select the ellipsis for the applicable agent and select Edit

3. Locate No Answer Destination and select the edit icon

   

4. Set the Destination Type to Agent Voicemail

5. Save the changes

Managing Voicemail Greetings

Agents configure their own greetings from the CCAC agent options menu.

1. Select the ellipsis next to the agent name and select Voicemail Greetings

   

2. Select a previously uploaded greeting for each greeting type, or select Manage Greetings to upload a new greeting via file or microphone recording

   

Reviewing Voicemails

A card appears in the lower-left of CCAC when a pending voicemail exists for the agent. Selecting the card opens History with the applicable filters pre-selected. Pending voicemails display with a blue, unopened icon; selecting a voicemail opens it for review, and reviewed voicemails can be returned to pending by selecting the opened-mail icon.

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Legacy (Non-Call Hub) Mode

Internal Calls and Assisted Transfer

1. Select the + icon, then New Call within CCAC
2. Dial by number, or select the agent icon to view available WebRTC agents

Once an internal call is answered, the receiving agent has Mute, Hold, Transfer, and End Call available.

Assisted Transfer

1. While on a call, select the agent icon to choose a transfer destination:

   Destination	Notes
   Type Number	Internal or external — logging ends at the transfer event since this leaves Contact Center
   WebRTC Agent	Blind or assisted transfer directly to a ready WebRTC agent
   Skill Group	Blind or assisted transfer into a skill group

2. Once the receiving party answers, select Cancel Transfer or Complete Transfer

Conferencing

1. After answering a call, select Transfer/Conference, then select the user or dialable number to conference in
2. Select Conference next to the desired party
3. Cancel returns to the original party; once the new party answers, Add to Call brings them into the conference

Conference events are logged and reportable in Cradle to Grave.