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RingCentral/ACO - Best Practices

Getting Started

  • Welcome to Xima CCaaS
  • Contacting Support
    • Submitting a Ticket
  • Consolidated Login

Reports

  • My Reports
    • Running a Report
    • Editing a Report
    • Downloading a Report
    • Scheduling a Report
    • Managing Roles
    • Managing Tags
    • Importing/Exporting Reports
    • Report Skin Editor
  • Create a Report
    • Reports — Row Types
    • Reports — Row Filters
    • Reports — Column Types
    • Reports — Summary Metrics
    • Reports — Finalize the Report
  • Cradle to Grave
    • C2G — Terminology
  • 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
  • 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
    • Wallboards — Editor
    • Wallboards — Widgets
  • Loops
  • Supervisor View
  • Calls In Queue
  • Emails In Queue

User Management

  • Overview
  • UC Phone Licensing
    • UC Licensing — Export the Information
  • Agent Licensing
    • No Answer Destination
    • Connected Numbers (Call Link Only)
    • Recording Modes and Options
    • CC Licensing — Export the Information
  • User Accounts
  • Account Codes
  • Busy Codes
    • Tiered Busy Codes (CallHub Only)
  • Sync UC Users
  • Manage Phonebook

Contact Center

  • Overview
  • Skill Levels
  • Manage Skills
    • Skills — Routing Algorithm
    • Skills — Availability Tiers
    • Skills — Callback Strategy
    • Skills — Configuring an SMS Skill
    • Skills — Canned Messages
    • Skills — WebRTC Outbound DID
  • Call Hub and Proprietary Features
    • Tiered Busy Codes/DND for Agents using CallHub
    • WebRTC Agent Voicemail
    • WebRTC Transfers and Conferences using CallHub

Routing Configuration

  • Overview
  • Call Routing
  • Email Routing
  • IVR
    • IVR — Components
    • IVR — Actions
    • IVR — Conditions
    • IVR — Parameters
    • IVR — SIP Header Fields
    • IVR — Call Routing Methods
  • 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
    • Action API — Web Form Callbacks
  • Web Service Integration
    • Web Service Integration — Salesforce Flows
    • Web Service Integration — Abandoned Call Callback
  • API Limits & Statuses

Launch Client

  • Overview
  • Agent Client — CCAC
  • Desktop Client — Administration
    • Desktop Client — Installation
    • Desktop Client — Skill Management (Legacy)
    • Desktop Client — Alerts and Triggers
    • Desktop Client — Emergency Call Notifications (Legacy)
    • Desktop Client — Missed Call/Chat Action (Legacy)
    • Desktop Client — Web Chat Configuration (Legacy)

Contact Center Agent Client (CCAC)

  • Overview
  • Electron App and Global Portal
  • User Interface
  • CallHub
  • Call Link
  • Call Handling
  • Chat Handling
  • Email Handling
  • View History
  • Audio Devices
  • Agent Availability Settings
  • Troubleshooting CCAC

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

Admin (System) — Administration

  • Overview
  • System Settings
    • General Settings
    • Reports Settings
    • Voice Settings
    • Messaging Settings
    • Email Settings
    • Voice Audio Codecs
    • Supported Codecs for Audio Files
  • Target Platform
  • SIP Extensions
  • SMS Numbers
    • 10DLC Compliance & Registration
    • Campaign Types
  • Email Account
    • Microsoft Outlook
    • Google Gmail
  • Recording Storage
  • Single Sign-On
    • OKTA
  • Teams Integration
    • Teams — Direct Routing Configuration
    • Linking CCaaS App to Microsoft Teams
    • Connecting Xima Voice Agent Client in Microsoft Teams
  • EHR / EMR Integrations
    • EHR / EMR — Supported Integrations
    • EHR / EMR — Demographics
    • EHR / EMR On-Prem — JumpAgent Client

NetSapiens Configuration

  • Target Platform
    • Connection Resiliency Settings
    • SRV Records
  • SIP Extensions
  • NetSapiens in CCaaS
    • Call Routing in NetSapiens
    • XDT Routing — Direct to Skill Routing
    • (NS) Provisioning an Avaya J-Series Phone
    • Provisioning a Yealink Phone
    • SNAPmobile
    • International Calling (Including Caribbean)
    • Voice Recording Playback
    • Forwarding Rule for Failover
    • Connecting for Reporting and Recording Only
    • Outbound Calling Issues
    • Best Practices
  • NetSapiens Xima UCaaS
    • Best Practices
    • UC Users
    • UC Conferences
    • UC Auto Attendants
    • UC Call Queues
    • UC SMS/MMS Queues
    • UC Time Frames
    • UC Music On Hold
    • UC Inventory
    • UC Attendant Console

RingCentral — Avaya Cloud Office Configuration

  • Target Platform
  • SIP Extensions
  • RC/ACO in CCaaS
    • Call Routing from RC/ACO
    • Forwarding Rule for Failover
    • Mobile App
    • Using the Auto-Attendant
    • (RC/ACO) Provisioning an Avaya J-Series Phone
    • Handling API Overflow
    • Voice Recording Playback
    • Navigating API Connectivity Issues
    • Scaling for Concurrent Calls
    • Best Practices

Metaswitch Configration

  • Target Platform
  • SIP Extensions
  • Metaswitch in CCaaS
    • Call Routing from Metaswitch
    • Routing to WebRTC Agents
    • Mobile App

3CX Configuration

  • Target Platform
  • SIP Extensions
  • 3CX in CCaaS
    • Digital Receptionist to CCaaS
    • Call Routing from 3CX
    • (3CX) Provisioning an Avaya J-Series Phone
    • Mobile VoIP App
    • In-Browser Web App
    • Desktop App

Avaya IP Office Configuration

  • Connect Avaya IP Office to Xima CCaaS via SBC

Supported Configurations

  • WebRTC Integration Based On Platform
    • WebRTC Asterisk Integration
    • WebRTC WildIX Integration
    • WebRTC 3CX Integration
  • CiscoWebEx Configuration - CCaaS
    • WebEx - WebRTC Outbound DID Configuration
  • Xima CCaaS Embedded App on Webex
  • CRM Integration - Xima CCaaS
  • Alianza One (BCC) Integration with Xima CCaaS
  • WildIX Configuration Guide - CCaaS
  • 8X8 Registration with Xima CCaaS

Workforce Optimization and Management

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

Dialer

  • Dialer - Dialing Based on Available Agents

TROUBLESHOOTING

  • Contact Center Agent Client Logs Out Automatically
  • Calls are being blocked as SPAM
  • Missed Call in Agent's Call History, Phone Did Not Ring (RingCentral/Avaya Cloud Office)
  • CCAC on CCaaS - Potential Issues And Steps For Resolution
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    RingCentral/ACO - Best Practices

    This section provides suggested best practices for RingCentral/ACO that you can incorporate into your Xima CCaaS experience.

    RingCentral/ACO Best Practices

    RingCentral Configuration and Best Practices
    ACO Handsets Best Practices

    Updated 10 days ago


    Welcome to Xima CCaaS
      • RingCentral/ACO Best Practices