Jump to Content

Getting Started

Xima CCaaS User's Guide Home
Supported Codecs for Audio Files
Adding a Payment Method (Credit Card)
Adding a Payment Method (Bank Account / ACH)
Training Videos
- Netsapiens Configuration
Consolidated Login

Reports

Cradle to Grave
Reports Overview
List of Standard Reports
Running a Report
Scheduling a Report
Abandoned Calls vs. Missed Calls
Downloading a Report
Editing a Report
Scheduling a Report
Running a Report

Custom Reports

Report Styles
Creating a Report
Editing an Existing Report

Custom Report Metrics

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

Building a Wallboard
Using a Pre-Built Wallboard Template
Creating a Wallboard Loop
Supervisor View
Realtime Widgets
Supervisor Queue Control
Supervisor Agent Control
Changing Agent Profile Image
Changing a Language Pack
Realtime Wallboard Chart Widget
Realtime Wallboard Image Widget
Creating Realtime Loops
Customizing Supervisor Metrics
Realtime Wallboard Agent Box Widget
Realtime Wallboard Gauge Widget
Realtime Wallboard Line Widget
Realtime Wallboard Active Calls Widget
Realtime Wallboard Leaderboard Widget
Filtering Agent, Skill, and Role in Supervisor View
Realtime Wallboards Title Value Widget
Realtime Wallboards Why Are My Widgets Grayed Out
Realtime Wallboards Marquee Widget
Realtime Wallboards How to Modify an Existing Wallboard
Realtime Wallboards How to Export a Wallboard
Realtime Wallboards How to Duplicate a Copy of an Existing Wallboard
Realtime Wallboards How to Delete a Wallboard
Realtime Wallboards Group Box Widget
Realtime Wallboards Sharing Wallboards with Agents
Changing Agent Image
Realtime Wallboards Create a Custom Wallboard
Realtime Wallboards Web Page Widget
Realtime Wallboard - Pie Chart Widget
Realtime Wallboard - Text Widget
Realtime Wallboards Group Widget

Dashboard Management

Account Codes
Reason Codes
Adding Account Codes in Bulk
Assigning and Deleting DND Reason/Busy Codes
Adding and Deleting Account Codes

Contact Center

Creating a Contact Center Skill in Xima CCaaS
Contact Center Agent Client (CCAC) Configuration and Use
Creating a CCAC Wallboard
Configuring Queue Callback
Changing and Building Language Packs
Skill Routing Algorithms
Supervisor View - Queue Control
Limiting a Skill's Queue Capacity
Configuring Skill Queue Digit Actions
Setting Up and Using Web Chat
Modifying an Agent's Simultaneous Sessions
Add a New Skill Group
Adding an Agent to Skill Groups
Skill Routing Algorithms
Contact Center Agent Client (CCAC) Logging In and Out
CCAC Notes and Account Codes
Changing Agent Ring Time
CCAC Ready Up
Skill Overflows
Building a Language Pack
Adding a Custom Announcement
Adding Announcements
CCAC Taking a Break
Configuring Digit Actions
Limiting a Queue’s Capacity
Managing Queue Music
Web Chat Canned Messages
Web Chat Adjusting Agents’ Session Count
Web Chat Offer When No Agents Are Logged In
Web Chat Offer When All Agents Are Busy
Web Chat Modifying the Invite Header
Web Chat Modifying the Default Text
Enabling Web Chat for an Agent
Queue Callbacks Caller ID Return Number
Queue Callback Callback Offer Window
Queue Callbacks Snooze Duration
Queue Callbacks Reserve Agent in CCAC
Queue Callbacks Max Callback Attempts
Queue Callbacks Limiting Scheduled Callbacks
Queue Callbacks Estimated Wait Time
Queue Callbacks Changing the Callback Strategy
CCAC Viewing Your Call History
CCAC View a Wallboard During a Call
CCAC Missed Call Work MCW Timeout
Missed Call Work MCW Skill Logout
CCAC Change Language
CCAC Change Agent Password
CCAC After Call Work Timer ACW
CCAC Adjust Notifications
Building a Composite Announcement
CCaaS IVR - No Routing Algorithm
CCAC - Interacting with Web Chat
Adding an Email Address for Unavailable Queues
Availability Tiers

User Management

User Accounts
Agent Licensing
Manage Roles
Deleting a User Account
Apply CCaaS Licences to Agents
Removing an Agent from CCaaS
Refresh Users and Groups
User Account Setup
Create and Manage Roles

Administration

Hide Skill Enabled
Emergency Call Notifications
Alerts and Triggers
Reset User Account Password
Reset Agents Password
Missed Call Work Timer
Changing Server Timezone
Disable Agent Skill Toggle
Free Form Account Codes
ACW I Need More Time
Adjusting ACW Timer
Web Chat - Base Settings
Configuring Logout of Agent Upon a Missed Call
Freeform Account Codes
Downloading the Admin Client (v4.2.8g+)

Netsapiens

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 AA 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
Routing Calls Based Upon a Netsapiens DID
Voice Recording Playback with Netsapiens
Overflow if Registration Fails

RingCentral

Configuring RingCentral Mobile App (Android)
RingCentral Configuration and Best Practices
Configuring Avaya J-Series Phone for Xima CCaaS
Setting Up Xima CCaaS Overflows
Routing Calls From RingCentral AA to Xima CCaaS
Routing Based Upon DID/DDI in RingCentral
Utilizing Call Queues to Route to Xima CCaaS
Voice Recording Playback on ACO/RingCentral
ACO/RC - Plug the Queue and Overflow

Avaya Cloud Office (ACO)

Connect ACO to Xima CCaaS
Registering ACO Handsets in CCaaS
How to Route Calls Through ACO Call Queue
ACO Handsets Best Practices
Setting ACO Load Balancer
Registering ACO RC Extension with CCaaS
ACO Handsets Best Practices
ACO/RC Configuration
Voice Recording Playback on ACO/RingCentral
ACO/RC - Plug the Queue and Overflow

Metaswitch

Configuring Virtual Handset on Metaswitch
Configuring Your Metaswitch Mobile App (Android)
Routing Using Skill Routing Identifiers in Metaswitch

3CX

Configuring Avaya J-Series Phone for Xima CCaaS
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
3CX Configuration
Routing Via DID on 3CX

Supervisor View - Queue Control

This video outlines the queue control options within the Xima CCaaS Supervisor View feature.

Updated 4 months ago