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  • Xima CCaaS Users Guide Home
    • Consolidated Login
    • Adding a Payment Method (Credit Card)
    • Adding a Payment Method (Bank Account / ACH)
  • 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

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

Agent Settings

  • Account Codes
    • Adding Account Codes in Bulk
    • Adding and Deleting Account Codes
  • Busy/Reason Codes (DND)
    • Assigning and Deleting DND Reason/Busy Codes
    • Contact Center Busy (DND) Codes
  • WebRTC Recording Modes

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
  • 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
    • Queue Callbacks Reserve Agent in CCAC
    • CCAC Change Language
    • CCAC Change Agent Password
    • CCAC After Call Work Timer ACW
    • CCAC - Microphone Permissions in Browser
    • CCAC Redialing a Call from History
  • 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
  • Setting Up and Using Web Chat
    • 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 WebChat

Administration

  • User Management
    • 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
  • 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

UCaaS Configuration

  • Connect RingCentral/ACO to Xima CCaaS
    • Registering ACO Handsets in CCaaS
    • ACO Handsets Best Practices
    • Setting ACO Load Balancer
    • ACO/RC Configuration
    • Utilizing RingCentral/ACO Call Queues to Route to Xima CCaaS
    • ACO/RC - Plug the Queue and Overflow
  • 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
  • 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 Skill Routing Identifiers in Netsapiens
    • Configuring Netsapiens with Xima CCaaS
    • Netsapiens Configuration
    • Voice Recording Playback with Netsapiens
    • Overflow if Registration Fails
  • Configuring Your Metaswitch Mobile App (Android)
    • Configuring Virtual Handset on Metaswitch
    • Routing Using 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 Calls Through 3CX Ring Groups
    • Routing Via DID on 3CX

Workforce Optimization and Management

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

RingCentral/ACO - Best Practices

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

Suggest Edits

RingCentral/ACO Best Practices

RingCentral Configuration and Best Practices
ACO Handsets Best Practices

Updated 6 months ago


  • Table of Contents
    • RingCentral/ACO Best Practices