For AI agents: visit https://guide.xima.cloud/llms.txt for an index of all pages formatted in Markdown and endpoints in OpenAPI.

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Contact Center Agent Client (CCAC) - Best Practices

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Xima CCaaS Users Guide Home
Best Practices

Reports

Cradle to Grave
- Cradle to Grave - Quick Start Guide
- Cradle to Grave Terminology
Reports Overview
List of Standard Reports
Custom Reports
Report Filter Criteria

Real-Time Displays

Overview
Wallboards
- Editor
- Widgets
Loops
Supervisor View

User Management

Overview
UC Phone Licensing
Agent Licensing
User Accounts
Account Codes
Busy Codes
Sync UC Users
Setting an Overflow Destination for Direct Calls to Xima Agents

Contact Center

Overview
Skill Levels
Manage Skills
Creating a Contact Center Skill in Xima CCaaS
Linking Xima CCaaS To Microsoft Teams
WebRTC Integration Based On Platform
Contact Center Agent Client (CCAC) Configuration and Use
Email Channel
Messaging Channel
WebRTC Conferencing
Call Hub and Proprietary Features
- WebRTC Transfers and Conferences using CallHub
- WebRTC Agent Voicemail

Routing Configuration

Overview
Email Routing
IVR
- Actions and Conditions
Time of Day Profiles
Holiday Profiles
Data Dip Profiles
- Data Dip — Web Service Connection
- Data Dip — Using Google Sheets
Digit Menu Profiles
Routing to WebRTC Agent from Metaswitch UC System

API Enablement

Overview
Screen Pop Integrations
API Service Users
Data APIs
Action APIs
API Limits & Statuses
How to Screen Pop the Zoho Search Page
WebService API with Salesforce Flows
Salesforce Integration Plugin for Contact Center Agent Client
WebService API
Using Web Forms for the Callback API
Automating a Callback for Abandoned Calls
Recording Pause and Resume API

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
Launch Pad - Overview
- AI Insights

Recording

Storage Settings
WebRTC Recording Modes
3rd Party Recording Integration for Corporate Tenants
Enabling Agent Recording Review

Administration

CiscoWebEx Configuration - CCaaS
- WebEx - WebRTC Outbound DID Configuration
SSO Single Sign-On
OKTA - Single Sign-on (SSO)
Additional Administration
WildIX Configuration Guide - CCaaS
Microsoft Teams Integration - 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
Bypass CCAC Login for UC Agent Skill Availability

UCaaS Configuration

Xima UCaaS
Connect RingCentral/ACO to Xima CCaaS
Connect Avaya IP Office to Xima CCaaS via SBC
RingCentral Configuration and Best Practices
Netsapiens Configuration
Microsoft Teams Direct Routing Configuration
8X8 Registration with Xima CCaaS
Xima CCaaS Embedded App on Webex
3CX Configuration
Alianza One (BCC) Integration with Xima CCaaS

Metaswitch

Configuring Your Metaswitch Mobile App (Android)
- Configuring Virtual Handset on Metaswitch
- Routing Using Call Routing Rules (formerly Skill Routing Identifiers) in Metaswitch

Workforce Optimization and Management

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

Dialer

Dialer - Dialing Based on Available Agents

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Contact Center Agent Client (CCAC) - Best Practices

Contact Center Agent Client Best Practices

Contact Center Agent Client (CCAC) Configuration and Use

- Contact Center Agent Client Best Practices