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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

Realtime Displays

Building a Wallboard
Realtime Widgets
Supervisor View

Recording

Recording Storage Controls
WebRTC Recording Modes
3rd Party Recording Integration for Corporate Tenants

Agent Settings

Account Codes
- Adding Account Codes in Bulk
Busy/Reason Codes (DND)
- CCAC - How To Toggle DND As An Agent
Setting an Overflow Destination for Direct Calls to Xima Agents
Bypass CCAC Login for UC Agent Skill Availability

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
Time of Day and Holiday Profiles
IVR Overview
WebRTC Conferencing

AI Agent 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

APIs

API Overview
Configuring a Service User
Historical Call Data
Realtime Metrics API
Collecting Recordings via API
Data Dip - Web Service Connection
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

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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Supervisor View - Queue Control

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

Updated 26 days ago

Adjusting ACW Timer

Default Queue Music and Announcements