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Contact Center Agent Client (CCAC) - 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

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
    • Routing Algorithm
    • Availability Tiers
    • Callback Strategy
  • Creating a Contact Center Skill in Xima CCaaS
    • Adding Announcements
    • Adding a Custom Announcement
    • Building a Composite Announcement
    • 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
    • CCAC - Call Link
      • Call Link - Require Digitpress to Connect
  • Email Channel
    • CCaaS - Outlook Email Configuration
    • Building an Email Signature
    • Authenticating with your Email Service
    • Licensing and Assigning Agents for Email
    • Email - Last Agent Routing
  • 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
    • Canned Messages for Outbound SMS
  • 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
    • Configuring AutoQA Evaluations
    • Reviewing AutoQA Evaluations in Cradle to Grave
    • Reporting on 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
    • 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
  • 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
    • 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 - How to use the SNAPMobile webphone
    • 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
    • Xima UCaaS - Using the Attendant Console
  • 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
    • Outbound Calls / Callback Assist Issues Within Netsapiens
    • Required Information to Integrate Xima CCaaS with Netsapiens
    • Configuring Netsapiens Mobile App (Android)
    • Configuring Avaya J-Series Phone for Xima CCaaS
    • Routing Calls From Netsapiens Auto Attendant to Xima CCaaS
    • Routing Using Call Routing Rules (formerly Skill Routing Identifiers) in Netsapiens
    • Configuring Netsapiens with Xima CCaaS
    • Netsapiens Recording Playback within CCaaS
    • Create a Netsapiens Forwarding Rule for Failover/Registration Failures
    • Inbound SMS/MMS Configuration for Netsapiens
    • Connect to Netsapiens for Reporting and Recording Only
  • Microsoft Teams Direct Routing Configuration
  • 8X8 Registration with Xima CCaaS
  • Xima CCaaS Embedded App on Webex
  • 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
  • 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