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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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

Routing Configuration

Overview
Email Routing
IVR

Contact Center

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
Configuring Queue Callback
Email Channel
Messaging Channel
WebRTC Conferencing
WebRTC Agent Voicemail

Recording

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

Agent Settings

Setting an Overflow Destination for Direct Calls to Xima Agents
Bypass CCAC Login for UC Agent Skill Availability

APIs

API Overview
Configuring a Service User
Historical Call Data
Realtime Metrics API
Collecting Recordings via API
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
WebService API
Using Web Forms for the Callback API
Automating a Callback for Abandoned Calls
Glossary
Recording Pause and Resume API

Administration

CiscoWebEx Configuration - CCaaS
- WebEx - WebRTC Outbound DID Configuration
User Management
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

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

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

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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Messaging Channel

Web Chat Configuration

Updated 7 months ago

Email - Last Agent Routing

CCaaS - Web Chat Configuration

- Web Chat Configuration