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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
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
Linking Xima CCaaS To Microsoft Teams
WebRTC Integration Based On Platform
WebRTC Asterisk Integration
WebRTC WildIX Integration
WebRTC Broadsoft 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”
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
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
WebRTC Conferencing
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 Agent 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
Configuring Your Metaswitch Mobile App (Android)
Configuring Virtual Handset on Metaswitch
Routing Using Call Routing Rules (formerly Skill Routing Identifiers) in Metaswitch
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
Historical Call Data
Suggest Edits
Updated about 1 year ago
