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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RC/ACO in CCaaS
RC/ACO in CCaaS
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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
Real-Time Displays
Overview
Wallboards
Editor
Widgets
Loops
Supervisor View
User Management
Overview
UC Phone Licensing
Agent Licensing
No Answer Destination
Connected Numbers (Call Link Only)
Recording Modes and Options
User Accounts
Account Codes
Busy Codes
Sync UC Users
Manage Phonebook
Contact Center
Overview
Skill Levels
Manage Skills
Routing Algorithm
Availability Tiers
Callback Strategy
Creating a Contact Center Skill in Xima CCaaS
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
Gathering Debug Information from Chrome for Xima
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
Manage Announcements
API Enablement
Overview
Screen Pop Integration
Screen Pop Integration — Salesforce CTI Plugin
Screen Pop Integration — Zoho
API Service Users
Data APIs
Action APIs
Web Form Callbacks
Web Service Integration
Web Service Integration — Salesforce Flows
Web Service Integration — Abandoned Call Callback
API Limits & Statuses
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
RingCentral — Avaya Cloud Office Configuration
Target Platform
SIP Extensions
RC/ACO in CCaaS
Call Routing in CCaaS
Forwarding Rule for Failover
Mobile App
Using the Auto-Attendant
Connect RingCentral/ACO to Xima CCaaS
Utilizing RingCentral/ACO Call Queues to Route to Xima CCaaS
ACO/RC - Plug the Queue and Overflow
RingCentral Configuration and Best Practices
Configuring Avaya J-Series Phone for Xima CCaaS
Voice Recording Playback on ACO/RingCentral
Understanding and Navigating Connectivity Issues (RingCentral)
Metaswitch Configration
Routing to WebRTC Agent from Metaswitch UC System
Configuring Your Metaswitch Mobile App (Android)
Configuring Virtual Handset on Metaswitch
Routing Using Call Routing Rules (formerly Skill Routing Identifiers) in Metaswitch
3CX Configuration
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
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
International Calling (Including Caribbean)
Connect Avaya IP Office to Xima CCaaS via SBC
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
Alianza One (BCC) Integration with Xima CCaaS
Workforce Optimization and Management
Configure Service Address Links
Preparing Quality Management and Speech Analytics in Xima CCaaS
Recording
Storage Settings
WebRTC Recording Modes
Enabling Agent Recording Review
Dialer
Dialer - Dialing Based on Available Agents
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