# Xima CCaaS Documentation > Documentation for Xima CCaaS ## Guides - [Xima CCaaS Users Guide Home](https://guide.xima.cloud/docs/getting-started.md) - [Adding a Payment Method (Credit Card)](https://guide.xima.cloud/docs/adding-a-payment-method-credit-card.md): This article provides a step-by-step guide on how to add a payment in Xima CCaaS using a credit card. - [Adding a Payment Method (Bank Account / ACH)](https://guide.xima.cloud/docs/adding-a-payment-method-bank-account-ach.md): This article provides a step-by-step guide on how to add a payment in Xima CCaaS using a bank account / ACH. - [Consolidated Login](https://guide.xima.cloud/docs/consolidated-login.md): This article demonstrates how to use the consolidated login. - [Best Practices](https://guide.xima.cloud/docs/best-practices.md): This section provides suggested best practices that you can incorporate into your Xima CCaaS experience. - [Cradle to Grave](https://guide.xima.cloud/docs/cradle-to-grave.md): This article gives a quick overview of what Xima CCaaS' Cradle to Grave has to offer. - [Cradle to Grave - Quick Start Guide](https://guide.xima.cloud/docs/cradle-to-grave-1.md): This article demonstrates how to use Cradle to Grave. - [Cradle to Grave Terminology](https://guide.xima.cloud/docs/cradle-to-grave-terminology.md): This article provides definitions for the unique terminology you'll see in Cradle to Grave. - [Running a Report](https://guide.xima.cloud/docs/running-a-report.md): This article provides step-by-step instructions on how to run a report in Xima CCaaS. It also has an in-depth example to illuminate the most commonly used features when running a report. - [Scheduling a Report](https://guide.xima.cloud/docs/scheduling-a-report-1.md): This article provides step-by-step instructions on how to schedule a report in Xima CCaaS. It also has an in-depth example to illuminate the most commonly used features when scheduling a report. - [Downloading a Report](https://guide.xima.cloud/docs/downloading-a-report.md): This article demonstrates how to download a report. - [Abandoned Calls vs. Missed Calls](https://guide.xima.cloud/docs/abandoned-calls-vs-missed-calls.md): This article explains the difference between an abandoned call and a missed call. Though they are similar, they *are* distinguishable. - [Importing and Exporting Reports](https://guide.xima.cloud/docs/importing-and-exporting-reports.md): Report templates are saved as XRA files in the service. If you need to share(export) or install (import) a report file with Xima Support, this article will help you. - [List of Standard Reports](https://guide.xima.cloud/docs/list-of-standard-reports.md): This article provides a list of all of the Xima CCaaS standard reports and the licenses they require to be run. - [Abandoned Calls](https://guide.xima.cloud/docs/abandoned-calls.md): Before running this report, it is necessary first to understand the definition of an abandoned call. An abandoned call is an *inbound* call that *does not* end in a talking *or* a voicemail event. This is most often calls that ended while in a queue event (Queue Offer, Queue Callback Entry, Queue Audio, etc.), but will also include calls that ended in a ringing event. Additionally, abandoned calls can be calls that were at one point answered. For example, if a call is answered in one queue, then is transferred to a separate queue, and the call ends in the second queue, this will report will display "True" under the "Is Answered" column Furthermore, as a Detailed report each line on the report will represent one individual call and will provide details for each call. Each line provides a "Call ID." The Call ID is a number that is associated with the call in the Xima CCaaS database. It is a useful number because once the report is run, you can copy the Call ID for any call found on the report, take it to Cradle to Grave for the same time frame, paste it in the Quick Search tool (look for the magnifying glass icon in the top right-hand corner of Cradle to Grave), and it will take you directly to the call. This will then allow you to see the detailed events of the call. - [Account Code Summary](https://guide.xima.cloud/docs/account-code-summary.md): When an agent receives/makes a call, they will have the option to add account codes to a call. This is done within the "Codes" tab when logged into the Contact Center Agent Client. Account codes are used to provide valuable information on who the agents are speaking with and for what reasons. For more information on account codes, see [***this article***](https://guide.xima.cloud/docs/account-codes). The Account Code Summary report is a Summary report. This means that each account code selected will be displayed on its own line next to the specific statistics for the given report. This report is a summary of the configured account codes and displays a summary (totals) of the account codes selected at run time. - [Account Code Summary by Agent](https://guide.xima.cloud/docs/account-code-summary-by-agent.md): When an agent receives/makes a call, they will have the option to add account codes to a call. This is done within the "Codes" tab when logged into the Contact Center Agent Client. Account codes are used to provide valuable information on who the agents are speaking with and for what reasons. For more information on account codes, see [***this article***](https://guide.xima.cloud/docs/account-codes). The Account Summary by Agent report is separated into sub reports based on the agents you select. Once the agents have been selected, each sub report lists the selected account codes, with columns showing the agent's specific statistics. All of this information is filtered by both account code and agent. The report is separated by agents. To see each agent's information in full detail, click "open," which is located at the end of each group's column. The Account Code Summary by Agent report is a Summary report. This means that each account code selected will be displayed on its own line next to the specific statistics for the given report. This report is a summary of the configured account codes and displays a summary (totals) of the account codes selected at run time. - [Agent Call and Chat Performance Summary](https://guide.xima.cloud/docs/agent-call-and-chat-performance-summary.md): The Agent Call and Chat Performance Summary report provides individual agent statistics for both inbound calls and external inbound chat* messages involving the selected agent(s). Columns featured on this report display call counts, talking durations, chat counts, and chat durations. This report is an Agent Summary report. This means that each agent selected will be displayed on their own individual line next to their specific statistics for the given report. *External signifies that the chat originated from outside of your phone system. **Note:** *The chat values on this report require the Xima CCaaS Web Chat Channel. If the Web Chat Channel has not been purchased, or the license has not been assigned to the selected agents, the chat columns will display no information. - [Agent Call Summary](https://guide.xima.cloud/docs/agent-call-summary.md): The Agent Call Summary report is one of the most popular standard reports. This report's main focus is to provide information on how many calls the agents were associated with for the selected time frame. The report will provide call totals for each agent selected, displaying the agent's performance for the selected time frame. Because many companies want to see how many calls an agent has missed, this report provides a missed calls column. - [Agent Call Summary by Skill](https://guide.xima.cloud/docs/agent-call-summary-by-skill.md): The Agent Summary by Skill report is separated into sections based on the Skills you select. Once the skills have been selected, each skill section lists the selected skill agents, with columns showing the agent's specific statistics. All of this information is filtered by both Agent and skills. The report is separated by skills. To see each skill's information in full detail, click "open," which is located at the end of each skill's column. - [Agent Call Volume](https://guide.xima.cloud/docs/agent-call-volume.md): The Agent Call Volume report is a Time Interval reports. Time Interval reports give you summary totals based upon a selected time interval (i.e., hours or day, days of week, months of year, etc.). The Agent Call Volume report displays the selected agent's activity statistics broken down by the desired time interval. The report will then display the statistics individually in sub report fashion. This means that each agent will be represented individually by a mini report within the report. - [Agent Calls](https://guide.xima.cloud/docs/agent-calls.md): The Agent Calls report is a list of every phone call for the selected agents for a selected time frame. This report is a Detailed report, which means that every line of the report represents one phone call. In addition to being a Detailed report, it is sub-grouped by agents. This means that the report will be broken down into an individual mini report for each of the selected agents. To see this mini report for each agent, click "open," which is located at the end of the column of each agent. You will then be able to easily see which calls are associated with which agents. - [Agent Chat Summary](https://guide.xima.cloud/docs/agent-chat-summary.md): The Agent Chat Summary report provides overall Web Chat statistics for individual selected agents. Columns featured on this report display chat count, accepted and missed chat count, average chat speed of answer, and total chat duration. This report is an agent summary report. This means that each agent selected will be displayed on their own individual line next to their specific statistics for the given report. Note: This report requires the Xima CCaaS Web Chat license. - [Agent Feature Trace](https://guide.xima.cloud/docs/agent-feature-trace.md): The Agent Feature Trace report is a Feature Detailed report. Features consist of phone activities such as Extension login/out, Do Not Disturb, etc. Each line of the report will display feature activities of the agents selected. In addition to displaying the login/logout and Do Not Disturb activities of the agent, it will also provide duration totals. To see an agent's feature activities in full detail, click "open," which is located at the end of each agent's column. - [Agent Reason Code Trace](https://guide.xima.cloud/docs/agent-reason-code-trace.md): The Agent Reason Code Trace report is a Feature Detailed report. Features consist of phone activities such as Extension/Skill login/out, Do Not Disturb, etc. Each line of the report will display feature activities of the agents selected. In addition to displaying the login/logout and Do Not Disturb activities of the agent, it will also provide duration totals. To see an agent's feature activities in full detail, click "open," which is located at the end of each agent's column. - [Audit Events](https://guide.xima.cloud/docs/audit-events.md): The Audit Events report is a report that allows you to view changes made in the software and who made the changes. Each row of the report will display an Audit Event. When building the report, you can filter it down by Audit Event Types, User Accounts, and Access Levels. - [Call Details](https://guide.xima.cloud/docs/call-details.md): The Call Details report is a Call Detailed report. This means that each line on the report will represent one individual call and will provide details for each call. This report displays a list of calls, sorted by Call ID. The Call ID is a number that is associated with the call in the Xima CCaaS database. It is a useful number because once the report is run, you can copy the Call ID for any call found on the report, take it to Cradle to Grave for the same time frame, paste it in the Quick Search tool, and it will take you directly to the call. This will then allow you to see the detailed events of the call. The report's columns include general information about the call, the number dialed by the calling party, the internal and external parties, the initial Skill, the total duration of the call's talking events, whether or not the call was answered, and any account code attached to the call. The report summaries at the top of the page show total and average statistics across all of the listed calls. - [Call Performance](https://guide.xima.cloud/docs/call-performance.md): The Call Performance report is a Time Interval report. This means that the report lists performance-related inbound call statistics for various time intervals (i.e., hours of day, minutes of hour, days of week, months of year, etc.). The desired time interval can be selected when running the report. This report will provide overall inbound call traffic statistics throughout the selected time interval. The Inbound Call Performance report is effective in helping during your busiest and slowest traffic teams, meaning that it can aid in scheduling processes. - [Call Volume](https://guide.xima.cloud/docs/call-volume.md): The Call Volume report is a Time Interval report. This means that the report lists performance-related inbound call statistics for various time intervals (i.e., hours of day, minutes of hour, days of week, months of year, etc.). The desired time interval can be select when running the report. This report will provide overall inbound call traffic statistics throughout the selected time interval. - [Callback Calls](https://guide.xima.cloud/docs/callback-calls.md): The Callback Calls report is a detailed report. This means that each line on the report will represent one individual call and will provide details for each call. Each line provides a Call ID. The Call ID is a number that is associated with the call in the Xima CCaaS database. It is a very useful number as once the report is run, you can copy the Call ID for any call found on the report, take it to Cradle to Grave for the same timeframe, paste it in the Quick Search tool (look for the magnifying glass icon in the top left-hand corner of Cradle to Grave), and it will take you directly to the call. This will then allow you to see the detailed events of the call. The Callback Calls report focuses on the Xima CCaaS Queue Callback feature. Its main focus is to provide Queue Callback details for Xima CCaaS Skills and displays call information on the calls that involve the queue call back feature. - [Calls by Account Code](https://guide.xima.cloud/docs/calls-by-account-code.md): The Calls by Account Code report lists each call that involves the selected account code(s). The calls are sub-grouped by the selected account codes, meaning that each account code selected will display each of the calls associated with it. To see an account code's information in full detail, click "open," which is located at the end of account code's column. Furthermore, the Calls by Account Code report is a a Detailed report. As a Detailed report, each line on the report will represent one individual call and will provide details for each call. Each line provides a Call ID. The Call ID is a number that is associated with the call in the Xima CCaaS database. It is a useful number because once the report is run, you can copy the Call ID for any call found on the report, take it to Cradle to Grave for the same time frame, paste it in the Quick Search tool, and it will take you directly to the call. This will then allow you to see the detailed events of the call. - [Calls by Caller ID](https://guide.xima.cloud/docs/calls-by-caller-id.md): The Calls by Caller ID report is a Detailed report. This means that every line of the report represents one phone call. This report allows you to specify search criteria to find Caller IDs in your call database. To see the full details of each Caller ID, click "open," which is located at the end each Caller IDs' column. You can search for specific Caller IDs by entering the entire name, or simply find all Caller IDs that contain a particular word or letter. It's important to know that the Caller ID is the name of the caller. This information is based on basic Caller ID. If the caller's phone service provider provides the information, it will be presented. If it doesn't, Xima CCaaS will not be able to report on the Caller ID. In addition to being a Detailed report, it is sub-grouped by Caller ID. This means that the report will be broken down into an individual mini-report for each of the selected Caller IDs. You will then easily be able to see which calls are associated to which Caller ID. Furthermore, as a Detailed report, each line on the report will represent one individual call and will provide details for each call. Each line provides a Call ID. The Call ID is a number that is associated with the call in the Xima CCaaS database. It is a very useful number as once the report is run, you can copy the Call ID for any call found on the report, take it to Cradle to Grave for the same time frame, paste it in the Quick Search tool, and it will take you directly to the call. This will then allow you to see the detailed events of the call. - [Chat Volume](https://guide.xima.cloud/docs/chat-volume.md): The Chat Volume report is a time interval report. This means that the report lists performance-related inbound web chat* statistics for various time intervals (i.e., hours of day, minutes of hour, days of week, months of year, etc.). The desired time interval can be selected when running the report. This report provides visibility into the overall traffic of your Web Chat flow. This will provide you the ability to see high/low traffic times for when your clients are contacting your agents using the web chat feature. *This report requires the Xima CCaaS Web Chat license. If the web chat license has not been purchased, when running the report, the columns will appear empty. - [External Number Summary](https://guide.xima.cloud/docs/external-number-summary.md): The External Number Summary report allows you to search for external party* numbers in your database. This report gives you summary totals for the selected external numbers. Remember, entering nothing into the External Party filter will allow all external parties into your report. As a summary report, each external number selected will be displayed on its own individual line next to the specific statistics for the given phone number. *An external party (or external number) is a number that has origins from outside of your phone system. - [Missed Call Summary](https://guide.xima.cloud/docs/missed-call-summary.md): The Missed Call Summary report is a Time Interval report. This means that the report lists performance-related inbound missed call statistics for various time intervals (i.e., hours of day, minutes of hour, days of week, months of year, etc.). The desired time interval can be selected when running the report. This report will provide overall inbound call traffic statistics throughout the selected time interval, with an added focus on calls that were missed. In this report, Missed calls are calls where the given skill was involved in a ringing or queue event, but not a talking event, meaning they missed the call. - [Skill Call Summary](https://guide.xima.cloud/docs/skill-call-summary.md): The Skill Call Summary report is a Summary report that provides information for inbound calls coming into selected Xima CCaaS Skills. As indicated, the Skill Call Summary report is a Summary report. This means that each skill selected will be displayed on its own individual line next to its specific statistics for the given report. - [Skill Call Volume](https://guide.xima.cloud/docs/skill-call-volume.md): The Skill Call Volume report is a Time Interval report. This means that the report lists performance-related inbound call statistics for various time intervals (i.e., hours of day, minutes of hour, days of week, months of year, etc.) for the selected Xima CCaaS Skills. The desired time interval can be select when running the report, or you can leave it as the default, which is “Days of Week.” This report will provide overall inbound call traffic statistics throughout the selected time interval. The Skill Call Volume report is separated into sub reports based on the skills you select. Once the skills have been selected, each sub report lists the selected skills, with columns showing the skill's specific statistics. The report is separated by skills. To see each skill's information in full detail, click "open," which is located at the end of each skill's column. - [Skill Callback Summary](https://guide.xima.cloud/docs/skill-callback-summary.md): The Skill Callback Summary report focuses on the Xima CCaaS Queue Callback feature. Its main focus is to provide Queue Callback event totals for Xima CCaaS Skill groups. This report is a Skill summary report. This means that each of the selected skills will display on its own line next to the statistics specific to that skill. - [Skill Chat Summary](https://guide.xima.cloud/docs/skill-chat-summary.md): The Skill Chat Summary report is a Summary report that provides information for inbound chats* coming into selected Xima CCaaS Skills. As indicated, the Skill Chat Summary report is a Summary report. This means that each skill selected will be displayed on its own individual line next to its specific statistics for the given report. *This report requires the Xima CCaaS Web Chat license. If the web chat license has not been purchased, when running the report, the columns will appear empty. - [Creating a Custom Report](https://guide.xima.cloud/docs/creating-a-report.md): This article provides step-by-step instructions on how to create a custom report in Xima CCaaS. - [Editing an Existing Report](https://guide.xima.cloud/docs/editing-an-existing-report.md): This article provides step-by-step instructions on how to edit an existing report in Xima CCaaS. - [Report Categories](https://guide.xima.cloud/docs/report-types-2.md): This articles discusses the custom report styles available to you including Summary, Detailed, and Time Interval reports. - [Report Filter Criteria](https://guide.xima.cloud/docs/report-filter-criteria.md): When working with the Xima CCaaS Custom Reports module, you will have the option to adjust the value criteria to have it reflect exactly what you would like to see. Listed below is a comprehensive list of additional, *optional* value criteria options. - [Account Code Report Value Definitions](https://guide.xima.cloud/docs/account-code-value-definitions.md): This article is a comprehensive list of available values and their definitions that you may choose from when creating a custom Account Code report. - [Agent Report Value Definitions](https://guide.xima.cloud/docs/agent-value-definitions.md): This article is a comprehensive list of available values and their definitions that you may choose from when creating a custom Agent report. - [Call Report Value Definitions](https://guide.xima.cloud/docs/call-report-value-definitions.md): This article is a comprehensive list of available values and their definitions that you may choose from when creating a custom detailed Call report. - [Caller ID Report Value Definitions](https://guide.xima.cloud/docs/caller-id-report-value-definitions.md): This article is a comprehensive list of available values and their definitions that you may choose from when creating a custom Caller ID report. - [Event Report Value Definitions](https://guide.xima.cloud/docs/event-report-value-definitions.md): This article is a comprehensive list of available values and their definitions that you may choose from when creating a custom Event report. - [External Number Report Value Definitions](https://guide.xima.cloud/docs/external-number-report-value-definitions.md): This article is a comprehensive list of available values and their definitions that you may choose from when creating a custom External Number report. - [Feature Report Value Definitions](https://guide.xima.cloud/docs/feature-report-value-definitions.md): This article is a comprehensive list of available values and their definitions that you may choose from when creating a custom Feature report. Features consist of phone activities such as Extension/Skill login, Do Not Disturb, After Call Work, etc. - [Local Number Report Value Definitions](https://guide.xima.cloud/docs/local-number-report-value-definitions.md): This article is a comprehensive list of available values and their definitions that you may choose from when creating a custom Local Number report. **Note:** *Local Numbers can include main line numbers and/or direct agent numbers.* - ["None" Report Value Definitions](https://guide.xima.cloud/docs/none-report-value-definitions.md): This article is a comprehensive list of available values and their definitions that you may choose from when creating a custom "None" report. The "None" Report option is essentially an overall summary report. It does not do a break down by individual Agents or Skills. It will provide an overall summary that is typically found in the top right-hand corner of the standard reports. - [Reason Code Report Value Definitions](https://guide.xima.cloud/docs/reason-code-report-value-definitions.md): This article is a comprehensive list of available values and their definitions that you may choose from when creating a custom Reason Code report. Reason Codes provide further information into why your agents are on Do Not Disturb, and to why they're logging out of their group(s) and extension. You can learn how to create a customized list of reasons by [***clicking here***](https://guide.xima.cloud/docs/reason-codes). - [Role Report Value Definitions](https://guide.xima.cloud/docs/role-report-value-definitions.md): This article is a comprehensive list of available values and their definitions that you may choose from when creating a custom Role report. Xima CCaaS User Roles provide a way to create customized Xima CCaaS groups separate from the Skills. By using Roles you can assign a list of users to a specific role, then, when running a report, creating a Realtime wallboard, etc. you can select the role rather than having to select each individual user. - [Skill Report Value Definitions](https://guide.xima.cloud/docs/skill-report-value-definitions.md): This article is a comprehensive list of available values and their definitions that you may choose from when creating a custom Skill report. - [Tag Report Value Definitions](https://guide.xima.cloud/docs/tag-report-value-definitions.md): This article is a comprehensive list of available values and their definitions that you may choose from when creating a Tag report. **Note:** *Tags will need to be configured in the IP Office before using this report.* - [Time Report Value Definitions](https://guide.xima.cloud/docs/time-report-value-definitions.md): This article is a comprehensive list of available values and their definitions that you may choose from when creating a Time report. - [Understanding and Using Interval Credit Modes](https://guide.xima.cloud/docs/understanding-and-using-interval-credit-modes.md): When analyzing call data in reports separated by time intervals, events (such as calls) can span across multiple intervals. The mode selected determines how these events are credited—either for their count or duration. Below is a breakdown of how each mode handles events for count and duration. - [Overview](https://guide.xima.cloud/docs/real-time-displays-overview.md): Real-Time Displays provides live visibility into contact center activity, agent states, and queue performance. - [Wallboards](https://guide.xima.cloud/docs/real-time-displays-wallboards.md): Wallboards are configurable, real-time dashboards that display live contact center performance metrics. - [Editor](https://guide.xima.cloud/docs/real-time-displays-wallboards-editor.md): The Wallboard Editor is a drag-and-drop interface for building and configuring real-time contact center dashboards. - [Widgets](https://guide.xima.cloud/docs/real-time-displays-wallboards-widgets.md): Widgets are the individual visual components used to display real-time data on a wallboard. Each widget represents a specific metric or status indicator, such as the number of active calls, calls waiting in queue, longest wait time, or agent availability. - [Loops](https://guide.xima.cloud/docs/real-time-displays-loops.md): Loops allow multiple realtime wallboards to be grouped together and automatically rotated on a timed schedule. - [Supervisor View](https://guide.xima.cloud/docs/real-time-displays-supervisor-view.md): Supervisor View is a real-time monitoring interface that gives supervisors and managers live visibility into agent activity, queue conditions, and contact center performance. - [Overview](https://guide.xima.cloud/docs/user-management-overview.md): User Management is used to configure, license, and maintain all user-related components within the CCaaS platform. - [UC Phone Licensing](https://guide.xima.cloud/docs/user-management-uc-phone-licensing.md): UC Phone Licensing manages licenses associated with the underlying UC platform, such as desk phones, soft-phones, and extensions. - [Agent Licensing](https://guide.xima.cloud/docs/user-management-agent-licensing.md): Agent Licensing controls access to Contact Center–specific functionality, including queue participation, call handling features, reporting visibility, and WebRTC-based agent clients. - [No Answer Destination](https://guide.xima.cloud/docs/user-management-agent-licensing-no-answer-destination.md): No Answer Destination defines where direct calls to a WebRTC agent are routed when the agent is unavailable or does not answer. - [Connected Numbers (Call Link Only)](https://guide.xima.cloud/docs/user-management-agent-licensing-connected-numbers.md): Connected Numbers are phone numbers assigned to an agent that allow contact center calls to be taken or placed on any soft phone, desk phone, or mobile device. - [Recording Modes and Options](https://guide.xima.cloud/docs/user-management-agent-licensing-recording-modes-and-options.md): Recording Modes and Options control how calls are captured for an agent and what recording access is granted within CC-Agent Client. - [User Accounts](https://guide.xima.cloud/docs/user-management-user-accounts.md): User Accounts define individual users and their level of access within the CCaaS platform. - [Account Codes](https://guide.xima.cloud/docs/user-management-account-codes.md): Account Codes are used to categorize and track calls for reporting, billing, or operational analysis purposes. - [Busy Codes](https://guide.xima.cloud/docs/user-management-busy-codes.md): Busy Codes define standardized reason codes that agents use when transitioning into unavailable or non-ready states. - [Sync UC Users](https://guide.xima.cloud/docs/user-management-sync-uc-users.md): Sync UC Users synchronizes user and extension data from the UC platform into the CCaaS system. - [Manage Phonebook](https://guide.xima.cloud/docs/user-management-manage-phonebook.md): Manage Phonebook is a global contact directory that agents can reference when placing outbound calls, transferring calls, or starting a new outbound SMS. - [Overview](https://guide.xima.cloud/docs/contact-center-overview.md): The Contact Center section centralizes the configuration of skill groups — the core queues through which inbound interactions are distributed to agents. - [Skill Levels](https://guide.xima.cloud/docs/contact-center-skill-levels.md): Skill Levels define the relationship between an agent and a skill group by assigning a numeric proficiency rating that influences how interactions are distributed. - [Manage Skills](https://guide.xima.cloud/docs/contact-center-manage-skills.md): Manage Skills is where skill groups are created and configured — defining how inbound interactions are queued, announced, and distributed to agents. - [Routing Algorithm](https://guide.xima.cloud/docs/contact-center-manage-skills-routing-algorithm.md): The Routing Algorithm setting determines the order in which agents are considered when an inbound interaction arrives in a skill group. - [Availability Tiers](https://guide.xima.cloud/docs/contact-center-manage-skills-availability-tiers.md): Availability Tiers define time-based thresholds that progressively expand the pool of eligible agents within a skill group based on how long an interaction has been waiting in queue. - [Callback Strategy](https://guide.xima.cloud/docs/contact-center-manage-skills-callback-strategy.md): The Callback Strategy setting determines how the system manages agent assignment when a scheduled queue callback reaches the front of the queue. - [Creating a Contact Center Skill in Xima CCaaS](https://guide.xima.cloud/docs/creating-a-contact-center-skill-in-xima-ccaas.md): This article provides step-by-step instructions and explanations for setting up a Skill within Xima CCaaS. - [SIP Header Examples](https://guide.xima.cloud/docs/sip-header-examples.md) - [Xima CCaaS Call Routing Configuration](https://guide.xima.cloud/docs/xima-ccaas-call-routing-configuration.md): Within Xima CCaaS there is now a setting that allows you to route calls directly to skills, agents, or dialable numbers based upon SIP Headers. This article will help configure these new routing options - [Configuring Avaya J-Series Phone for Xima CCaaS](https://guide.xima.cloud/docs/configuring-avaya-j-series-phone-for-xima-ccaas.md): This article provides a step-by-step process on how to configure an Avaya J-Series phone for Xima CCaaS. It walks through how to do this for Netsapiens, 3CX, and RingCentral. - [WebRTC - Route Direct To Agent](https://guide.xima.cloud/docs/webrtc-route-direct-to-agent.md): This article covers how to route WebRTC calls direct to agents - [WebRTC Outbound DID Configuration](https://guide.xima.cloud/docs/webrtc-outbound-did-configuration.md): This article covers how to build Outbound DID's and how to configure them for both Queue Callback, as well as regular outbound standard calls. - [Xima CCaaS Call Routing - Direct to Skill Using XDT](https://guide.xima.cloud/docs/xima-ccaas-call-routing-direct-to-skill-using-xdt.md): Xima has built the ability to automatically send a call to a given skill if XDT is in the SIP Header - [E911 DID Selection](https://guide.xima.cloud/docs/e911-did-selection.md): This article covers how to configure the caller ID correctly to show the number and location of the agent when they dial an outbound emergency number. - [Enabling Auto Answer for WebRTC Users](https://guide.xima.cloud/docs/enabling-auto-answer-for-webrtc-users.md) - [Linking Xima CCaaS To Microsoft Teams](https://guide.xima.cloud/docs/linking-xima-ccaas-to-microsoft-teams.md) - [WebRTC Asterisk Integration](https://guide.xima.cloud/docs/webrtc-with-asterisk-integration.md): This article covers how to integrate WebRTC with Asterisk - [WebRTC WildIX Integration](https://guide.xima.cloud/docs/webrtc-wilidix-integration.md): This article covers how to integrate WebRTC with WilidIX - [WebRTC 3CX Integration](https://guide.xima.cloud/docs/webrtc-3cx-integration.md): How to integrate WebRTC into the 3CX platform - [Contact Center Agent Client (CCAC) Configuration and Use](https://guide.xima.cloud/docs/contact-center-agent-client-ccac-configuration-and-use.md): This article provides step-by-step instructions on the set up and use of the Xima CCaaS Contact Center Agent Client - [CCAC - Logging In and Out](https://guide.xima.cloud/docs/ccac-logging-in-and-out.md): This article demonstrates how to sign in and out of CCAC. - [CCAC - Ready Up](https://guide.xima.cloud/docs/ccac-ready-up.md): This article demonstrates how to become eligible for media in the Contact Center Agent Client (CCAC). - [CCAC - Taking a Break](https://guide.xima.cloud/docs/ccac-taking-a-break.md): This article demonstrates how to take a break using the Contact Center Do Not Disturb (DND). - [CCAC - Notes and Account Codes](https://guide.xima.cloud/docs/ccac-notes-and-account-codes.md): This article demonstrates how to add CCAC notes and account codes. - [CCAC - Viewing Your Call History](https://guide.xima.cloud/docs/ccac-viewing-your-call-history.md): This article demonstrates how an agent can view their call history on CCAC.s - [CCAC - Adjust Notifications](https://guide.xima.cloud/docs/ccac-adjust-notifications.md): This article demonstrates how to turn on or off the pop notifications inside of the Contact Center Agent Client (CCAC). - [CCAC - View a Wallboard During a Call](https://guide.xima.cloud/docs/ccac-view-a-wallboard-during-a-call.md): This article demonstrates how an agent can view a Wallboard during a call on Contact Center Agent Client (CCAC). - [CCAC - Missed Call Work MCW Timeout](https://guide.xima.cloud/docs/ccac-missed-call-work-mcw-timeout.md): This article demonstrates what to do when an agent misses a call in the Contact Center. - [CCAC - Queue Callbacks Reserve Agent](https://guide.xima.cloud/docs/queue-callbacks-reserve-agent-in-ccac.md): This article demonstrates what to expect as an agent when they have been reserved for a callback. - [CCAC - Change Language](https://guide.xima.cloud/docs/ccac-change-language.md): This article demonstrates how to change the language inside the Contact Center Agent Client (CCAC) interface. - [CCAC - Change Agent Password](https://guide.xima.cloud/docs/ccac-change-agent-password.md): This article demonstrates how to change CCAC agent password, update CCAC agent password, create CCAC agent password. - [CCAC - After Call Work Timer ACW](https://guide.xima.cloud/docs/ccac-after-call-work-timer-acw.md): This article demonstrates how to manage and use the After Call Work (ACW) Timer once a call has been completed. - [CCAC - Microphone Permissions in Browser](https://guide.xima.cloud/docs/ccac-mic-permissions-in-browser.md): This article reviews how to give browsers the required microphone permissions for WebRTC usage. - [CCAC - Redialing a Call from History](https://guide.xima.cloud/docs/ccac-redialing-a-call-from-history.md): This article demonstrates how to redial a phone number from your contact history list. - [CCAC - Interacting with Emails](https://guide.xima.cloud/docs/ccac-interacting-with-emails.md) - [CCAC - Starting a New Call](https://guide.xima.cloud/docs/ccac-new-call.md): This article demonstrates how to use our calling function within CCAC in order to make calls - [CCAC - How To Toggle DND As An Agent](https://guide.xima.cloud/docs/ccac-how-to-toggle-dnd-as-an-agent-copy.md): This article provides step-by-step instructions on how to configure the CC Busy Codes within Xima CCaaS. Additionally, once the reason codes have been created and assigned, this article explains how the agents will use the Ready/Not Ready (DND) feature within the Contact Center Agent Client. NOTE: These do NOT apply to DND actions when triggered on the UCaaS phone and only applies to the DND in CCAC. - [CCAC - WebRTC Internal Calls and Assisted Transfers](https://guide.xima.cloud/docs/ccac-webrtc-internal-calls-and-assisted-transfers.md): This article covers internal calls on WebRTC and Assisted Transfers for WebRTC in CCaaS - [CCAC - SMS/MMS and Webchat Threading](https://guide.xima.cloud/docs/ccac-sms-and-webchat-threading.md): This article covers how to review historical SMS and Webchat discussions while in an active customer support session inside the Contact Center Agent Client from the agent's perspective. - [CCaaS “Xima Contact Center Client” (“Electron App”) and “Global Portal”](https://guide.xima.cloud/docs/ccaas-xima-contact-center-client-electron-app-and-global-portal.md): We devopled the Xima Contact Center client to help prevent browser limitations regarding disconnects. - [CCAC - WebRTC - Configuring Speaker and Mic Settings](https://guide.xima.cloud/docs/ccac-configuring-speaker-and-mic-settings.md): Agents may adjust the audio input and output for using the Contact Center Agent Client's embedded phone. - [CCAC - Call Link](https://guide.xima.cloud/docs/ccac-call-link.md) - [Call Link - Require Digitpress to Connect](https://guide.xima.cloud/docs/call-link-require-digitpress-to-connect.md) - [Gathering Debug Information from Chrome for Xima](https://guide.xima.cloud/docs/gathering-debug-information-from-chrome-for-xima.md) - [Email Channel](https://guide.xima.cloud/docs/email-channel.md): With appropriate licensing, emails can be distributed to your agent skills and console for efficient media management. This list of articles will help you set your team up for success. - [CCaaS - Outlook Email Configuration](https://guide.xima.cloud/docs/ccaas-email-configuration.md): Configuring Outlook to work with Xima's CCaaS Contact Center Solution - [Building an Email Signature](https://guide.xima.cloud/docs/email-signatures.md) - [Authenticating with your Email Service](https://guide.xima.cloud/docs/authenticating-with-your-email-service.md) - [Licensing and Assigning Agents for Email](https://guide.xima.cloud/docs/licensing-and-assigning-agents-for-email.md) - [Email - Last Agent Routing](https://guide.xima.cloud/docs/email-last-agent-routing.md) - [Messaging Channel](https://guide.xima.cloud/docs/messaging-channel.md): At this time, "Messaging" includes SMS/MMS communication and WebChat communication. This page includes articles for each with some overlap. - [CCaaS - Web Chat Configuration](https://guide.xima.cloud/docs/setting-up-and-using-web-chat.md): This article provides a step-by-step guide on how to set up and use Web Chat. - [Enabling Web Chat for an Agent](https://guide.xima.cloud/docs/enabling-for-an-agent.md): This article demonstrates how to enable Web Chat for an agent. - [Canned Messages](https://guide.xima.cloud/docs/web-chat-canned-messages.md): This article demonstrates how to create, modify, or delete canned messages. - [Adjusting Agents’ Session Count](https://guide.xima.cloud/docs/web-chat-adjusting-agents-session-count.md): This article demonstrates how to adjust agents’ session count. - [Offer When No Agents Are Logged In](https://guide.xima.cloud/docs/web-chat-offer-when-no-agents-are-logged-in.md): This article demonstrates how to modify the Web Chat Offer when no agents are logged in. - [Offer When All Agents Are Busy](https://guide.xima.cloud/docs/web-chat-offer-when-all-agents-are-busy.md): This article demonstrates how to modify the Web Chat Offer when all agents are busy. - [Modifying the Invite Header](https://guide.xima.cloud/docs/web-chat-modifying-the-invite-header.md): This article demonstrates how to modify the invite header. - [Modifying the Default Text](https://guide.xima.cloud/docs/web-chat-modifying-the-default-text.md): demonstrate how to modify the Web Chat default text - [Adding an Email Address for Unavailable Queues](https://guide.xima.cloud/docs/adding-an-email-address-for-unavailable-queues.md): This article demonstrates how to add an email address for unavailable queues. - [CCAC - Interacting with Web Chat](https://guide.xima.cloud/docs/ccac-interacting-with-web-chat.md): This article demonstrates how to use CCAC to interact with Web Chat. This tutorial will help agents understand what the Web Chat process looks like on CCAC. - [Changing an Agent's Nickname for Web Chat](https://guide.xima.cloud/docs/changing-an-agents-nickname-for-webchat.md): If you're hoping to set the agent name that your customers see in Web Chat, you'll need to change the agent's nickname by following this article. - [SMS Campaign Types](https://guide.xima.cloud/docs/sms-campaign-types.md): A brief description of each campaign types as provided by The Campaign Registry - [Outbound SMS Numbers (DIDs)](https://guide.xima.cloud/docs/outbound-sms-numbers-dids.md): If you need outbound SMS messages from your teams to channel through different numbers from another source, you'll have to assign multiple SMS labels to choose from. - [Configuring Messaging Timeouts](https://guide.xima.cloud/docs/configuring-messaging-timeouts.md) - [SMS and 10DLC Registration - Tips and Tricks](https://guide.xima.cloud/docs/sms-and-10dlc-registration-tips-and-tricks.md) - [SMS and 10DLC - Building a Compliant Campaign](https://guide.xima.cloud/docs/sms-and-10dlc-building-a-compliant-campaign.md) - [Canned Messages for Outbound SMS](https://guide.xima.cloud/docs/canned-messages-for-outbound-sms.md): customersuccess+saddlebackadmin@ximasoftware.com - [WebRTC Conferencing](https://guide.xima.cloud/docs/webrtc-conferencing.md): If you’re using our Contact Center embedded WebRTC phone, you now have the option to conference external parties into a conversation with other agents who are part of your Contact Center. - [Call Hub and Proprietary Features](https://guide.xima.cloud/docs/call-hub-features.md): Available with 5_62+ - [WebRTC Transfers and Conferences using CallHub](https://guide.xima.cloud/docs/webrtc-transfers-and-conferences-using-callhub.md): Available with 5_62+ - [WebRTC Agent Voicemail](https://guide.xima.cloud/docs/webrtc-agent-voicemail.md): Available with 5_62+ - [Overview](https://guide.xima.cloud/docs/routing-configuration-overview.md): The Routing Configuration contains the core tools used to control how interactions move through the platform. - [Email Routing](https://guide.xima.cloud/docs/routing-configuration-email-routing.md): Email Routing Rules are used to automatically direct inbound emails to the most appropriate skill group based on predefined criteria. - [IVR](https://guide.xima.cloud/docs/routing-configuration-ivr.md): The Interactive Voice Response (IVR) provides a flexible, automated call-handling experience that greets callers, collects input, and intelligently routes calls before an agent is engaged. - [Actions and Conditions](https://guide.xima.cloud/docs/routing-configuration-ivr-actions-and-conditions.md): Actions and Conditions work together to control how calls flow through an IVR. - [Time of Day Profiles](https://guide.xima.cloud/docs/routing-configuration-time-of-day-profiles.md): Time of Day Profiles define recurring schedules based on selected days and times. - [Holiday Profiles](https://guide.xima.cloud/docs/routing-configuration-holiday-profiles.md): Holiday Profiles define date-specific exceptions to standard schedules. - [Data Dip Profiles](https://guide.xima.cloud/docs/routing-configuration-data-dip-profiles.md): customersuccess+immigration@ximasoftware.com - [Data Dip — Web Service Connection](https://guide.xima.cloud/docs/routing-configuration-data-dip-profiles-webservice-configuration.md): Requirements and specifications for building a web service that integrates with Xima CCaaS data dip requests. - [Data Dip — Using Google Sheets](https://guide.xima.cloud/docs/routing-configuration-data-dip-profiles-using-google-sheets.md): Using a Google Sheet as a free, no-infrastructure data dip endpoint for Xima CCaaS IVR flows. - [Digit Menu Profiles](https://guide.xima.cloud/docs/routing-configuration-digit-menu-profiles.md): Digit Menu Profiles define menu options that respond to keypad input during an IVR interaction. - [Manage Announcements](https://guide.xima.cloud/docs/routing-configuration-manage-announcements.md): Manage Announcements is a centralized library of audio announcements used across IVR flows and skill queues. - [Routing to WebRTC Agent from Metaswitch UC System](https://guide.xima.cloud/docs/xima-ccaas-metaswitch-routing-to-webrtc-agent-from-uc-system.md) - [Overview](https://guide.xima.cloud/docs/api-enablement-overview.md): The API Enablement is a centralized hub for connecting CCaaS to external systems. - [Screen Pop Integrations](https://guide.xima.cloud/docs/api-enablement-screen-pop-integrations.md): Screen Pop Integration configures URL-based screen pops that open an external web page — such as a CRM record — for an agent when a defined call or chat event occurs. - [API Service Users](https://guide.xima.cloud/docs/api-enablement-api-service-users.md): API Service Users are dedicated CCaaS accounts that generate bearer tokens used to authenticate all API requests made to the CCaaS platform. - [Data APIs](https://guide.xima.cloud/docs/api-enablement-data-apis.md): REST API endpoints for retrieving historical call data, real-time metrics, recordings, and agent and skill configuration from CCaaS. - [Action APIs](https://guide.xima.cloud/docs/api-enablement-action-apis.md): REST API endpoints for retrieving historical call data, real-time metrics, recordings, and agent and skill configuration from CCaaS. - [API Limits & Statuses](https://guide.xima.cloud/docs/api-enablement-api-limits-and-statuses.md): Rate limiting rules and expected HTTP response status codes for all CCaaS API endpoints. - [How to Screen Pop the Zoho Search Page](https://guide.xima.cloud/docs/how-to-screen-pop-the-zoho-search-page.md) - [WebService API with Salesforce Flows](https://guide.xima.cloud/docs/webservice-api-with-salesforce-flows.md): In order to successfully trigger Salesforce flows, steps need to be taken in SalesForce and in Xima CCaaS. This article will walk you through each step. - [Salesforce Integration Plugin for Contact Center Agent Client](https://guide.xima.cloud/docs/salesforce-integration-plugin-for-contact-center-agent-client.md): This article will teach you how to install an embedded Contact Center Agent Client into Salesforce - [WebService API](https://guide.xima.cloud/docs/webservice-api.md): This integration allows Xima CCaaS to send data to an external web service. On specific predefined events, Xima CCaaS will make an HTTP request to the external web service with information about the call or chat related to the event. - [Using Web Forms for the Callback API](https://guide.xima.cloud/docs/using-web-forms-for-the-callback-api.md): A common use for our callback API is building web forms to request a callback. This article presents some basic details about how that might work. - [Automating a Callback for Abandoned Calls](https://guide.xima.cloud/docs/automating-a-callback-for-abandoned-calls.md) - [Knowledge Base Management](https://guide.xima.cloud/docs/knowledge-base-management.md) - [Build a New AI Agent Profile](https://guide.xima.cloud/docs/build-a-new-ai-agent-profile.md) - [AI Agent Tools](https://guide.xima.cloud/docs/ai-agent-tools.md) - [Reporting on AI Agent Activity](https://guide.xima.cloud/docs/reporting-on-ai-agent-activity.md) - [Mapping Messaging to an AI Agent](https://guide.xima.cloud/docs/mapping-messaging-to-an-ai-agent.md) - [AI Knowledge Base Best Practices](https://guide.xima.cloud/docs/ai-knowledge-base-best-practices.md) - [Transcriptions - Custom Topics](https://guide.xima.cloud/docs/transcriptions-custom-topics.md) - [Transcription Scores](https://guide.xima.cloud/docs/transcription-scores.md) - [Transcriptions - Assigning the Expected Language](https://guide.xima.cloud/docs/transcriptions-assigning-the-expected-language.md) - [AI Governance & Trust Overview](https://guide.xima.cloud/docs/ai-governance-trust-overview.md): Xima LLC operates under a formal AI Tools Usage Policy designed to ensure that our AI integration is responsible, ethical, and secure. - [Summary: AutoQA Evaluations](https://guide.xima.cloud/docs/summary-ai-powered-qa-evaluations.md): This article provides basic details about the AutoQA Evaluations feature and directs you to additional documentation as needed. - [Configuring AutoQA Evaluations](https://guide.xima.cloud/docs/configuring-ai-powered-qa-evaluations.md): This article outlines how to configure AutoQA Evaluations for your agents to be automatically scored on their call handling. - [Reviewing AutoQA Evaluations in Cradle to Grave](https://guide.xima.cloud/docs/reviewing-ai-powered-qa-evaluations-c2g.md): Once evaluations are enabled and utilized, you'll be able to use the content of this article to access the results - [Reporting on AutoQA Evaluations](https://guide.xima.cloud/docs/reporting-ai-powered-qa-evaluations.md): Once evaluations are enabled and utilized, you'll be able to use the content of this article to access the results in a report - [Launch Pad - Overview](https://guide.xima.cloud/docs/launch-pad-overview.md) - [AI Insights](https://guide.xima.cloud/docs/ai-insights.md) - [CiscoWebEx Configuration - CCaaS](https://guide.xima.cloud/docs/ciscowebex-configuration-ccaas.md): This article covers how to configure CiscoWebEX to work with Xima CCaaS - [WebEx - WebRTC Outbound DID Configuration](https://guide.xima.cloud/docs/webex-webrtc-outbound-did-configuration.md): This article covers how to build Outbound DID's and how to configure them for both Queue Callback, as well as regular outbound standard calls. - [SSO Single Sign-On](https://guide.xima.cloud/docs/xima-ccaas-sso-single-sign-on.md): This article covers how to log into Xima CCaaS with SSO to make it easier for your agents to sign in. Once complete it will reach out to the platform side, and verify the email there and on Microsofts side matches, and if so, it will sign them in with ease using their known credentials. - [OKTA - Single Sign-on (SSO)](https://guide.xima.cloud/docs/okta-single-sign-on-sso.md): This guide outlines the technical requirements for integrating OKTA as an Identity Provider (IdP) for Xima Software applications. This integration enables secure, centralized user management and Single Sign-On (SSO) capabilities - [Disable Agent Skill Toggle](https://guide.xima.cloud/docs/hide-skill-enabled.md): This article is designed to help you learn how to remove the ability for an agent to toggle in and out of their skills. - [Emergency Call Notifications](https://guide.xima.cloud/docs/emergency-call-notifications.md): This article is designed to help you learn about Emergency Call Notifications. - [Alerts and Triggers](https://guide.xima.cloud/docs/alerts-and-triggers.md): This article demonstrates how to configure Alerts and Triggers for Realtime events. - [Missed Call Work Timer](https://guide.xima.cloud/docs/missed-call-work-timer.md): This article demonstrates how to customize a missed call work timer. - [Changing Server Timezone](https://guide.xima.cloud/docs/changing-server-timezone.md): This article demonstrates how to change the server time zone. - [ACW I Need More Time](https://guide.xima.cloud/docs/acw-i-need-more-time.md): This article demonstrates how to configure the “I Need More Time” button for the After Call Work (ACW) timer. - [Web Chat - Base Settings](https://guide.xima.cloud/docs/web-chat-base-settings.md): This article demonstrates how to use the Base Settings in Web Chat. - [Configuring Logout of Skills Upon a Missed Call](https://guide.xima.cloud/docs/configuring-logout-of-agent-upon-a-missed-call.md): This article demonstrates how to configure logging out an agent when they miss a call. - [Downloading the Admin Client (v4.2.8g+)](https://guide.xima.cloud/docs/downloading-the-admin-client-v428g.md): This article demonstrates how to download the Admin Client. - [Supported Codecs for Audio Files](https://guide.xima.cloud/docs/supported-codecs-for-audio-files.md): The following article provides a list of all codecs that Xima CCaaS supports for greetings and queue music. - [WildIX Configuration Guide - CCaaS](https://guide.xima.cloud/docs/wildix-configuration-guide-ccaas.md): This article covers the steps to configure the WildIX platform for CCaaS - [Microsoft Teams Integration - CCaaS](https://guide.xima.cloud/docs/microsoft-teams-integration.md) - [CRM Integration - Xima CCaaS](https://guide.xima.cloud/docs/crm-integration-xima-ccaas.md): This article covers CRM Integration, and how it integrates with Xima CCaaS - [Supported EHR / EMR Integrations](https://guide.xima.cloud/docs/supported-ehr-emr-integrations.md): Not all EHR or EMRs are supported for integration with Xima. The list below includes the supported integrations - [EHR/EMR Demographics](https://guide.xima.cloud/docs/ehremr-demographics.md): Each EHR/EMR system offers a wide range of demographics. This list is the demographics that Xima CCaaS is collecting. - [On-Prem EHR/EMR Integration - Installing the JumpAgent Client](https://guide.xima.cloud/docs/on-prem-ehremr-integration-installing-the-jumpagent-client.md): For sites where the EHR/EMR is hosted on premises, a local client needs to be installed in order to securely access the demographics and appointment data. We estimate this installation should take between 5-15 minutes. - [Deploying and Setting Up SRV Records in TPI Settings for CCaaS](https://guide.xima.cloud/docs/deploying-and-setting-up-srv-records-in-tpi-settings-for-ccaas.md) - [Bypass CCAC Login for UC Agent Skill Availability](https://guide.xima.cloud/docs/bypass-ccac-login-for-uc-agent-skill-availability.md) - [Xima UCaaS - Creating Time Frames](https://guide.xima.cloud/docs/creating-time-frames.md): Timeframes can be anything from regular business hours, to special holidays, or certain timeframes of day for your call center. - [Xima UCaaS - Adding and Provisioning Yealink Device](https://guide.xima.cloud/docs/adding-and-provisioning-yealink-device.md): This article specifically focuses on the Yealink t42s phone, but is a very similar process to other phones on the market - [Xima UCaaS - Adding and Provisioning Avaya J-Series Phone](https://guide.xima.cloud/docs/xima-ucaas-adding-and-provisioning-avaya-j-series.md): customersuccess+immigration@ximasoftware.com - [Xima UCaaS - How to install the SNAPMobile webphone on Windows](https://guide.xima.cloud/docs/xima-ucaas-how-to-install-the-snapmobile-webphone-on-windows.md): This article specifically focuses on the SNAPMobile webphone for Windows - [Xima UCaaS - How to use the SNAPMobile webphone](https://guide.xima.cloud/docs/xima-ucaas-how-to-use-the-snapmobile-webphone.md): This article specifically focuses on the SNAPMobile webphone for Windows - [Xima UCaaS - Creating a Call Queue](https://guide.xima.cloud/docs/ucaas-creating-a-call-queue.md): This article covers Call Queues and how to add them - [Xima UCaaS - Adding User Devices to Call Queues](https://guide.xima.cloud/docs/ucaas-adding-user-devices-to-call-queues.md) - [Xima UCaaS - Creating Inbound SMS/MMS Queue](https://guide.xima.cloud/docs/xima-ucaas-creating-inbound-sms-queue.md): This article covers how to make an SMS Inbound Queue. This enables you to let a number go into a queue and answer calls. Alternatively, someone can text the call queue to get a place in queue, and get a text message back when available. - [Xima UCaaS - Building an Auto Attendant](https://guide.xima.cloud/docs/xima-ucaas-building-an-auto-attendant.md): This article covers how to build a UCaaS Auto Attendant inside of Xima UCaaS - [Xima UcaaS - Creating a Conference](https://guide.xima.cloud/docs/xima-ucaas-creating-a-conference.md): This article covers how to set up a group meeting, where for example the Conference Admin can start the meeting, and other people can call in and join via a pin. Note: This is not where you receive an inbound call and conference someone else in. - [Xima UCaaS - Adding a New User](https://guide.xima.cloud/docs/xima-ucaas-adding-a-new-user.md): How to add a new user to your Xima UCaaS instance - [Xima UCaaS - DID/Phone Number Routing](https://guide.xima.cloud/docs/xima-ucaas-didphone-number-routing.md): This article covers setting up DID or Phone Number Routing inside of Xima UCaaS - [Xima UCaaS - Using the Attendant Console](https://guide.xima.cloud/docs/xima-ucaas-using-the-attendant-console.md): This article provides an overview of using the Attendant Console. - [International Calling (Including Caribbean)](https://guide.xima.cloud/docs/international-calling-including-caribbean.md) - [Connect RingCentral/ACO to Xima CCaaS](https://guide.xima.cloud/docs/connect-aco-to-xima-ccaas.md): This article demonstrates how to Connect RingCentral/ACO to Xima CCaaS. - [Registering ACO Handsets in CCaaS](https://guide.xima.cloud/docs/registering-aco-handsets-in-ccaas.md): This articles demonstrates how to connect an ACO user account to Xima CCaaS as a SIP extension so Xima CCaaS can handle contact center phone calls. - [ACO Handsets Best Practices](https://guide.xima.cloud/docs/aco-handsets-best-practices.md): This article demonstrates how to use the best practices for ACO handsets. - [Create a RingCentral/ACO Forwarding Rule for Failover](https://guide.xima.cloud/docs/create-a-ringcentralaco-forwarding-rule-for-failover.md): This article demonstrates how to use the best practices for creating a failover rule within the RingCentral/ACO interface - [Setting ACO Load Balancer](https://guide.xima.cloud/docs/setting-aco-load-balancer.md): This article demonstrates how to set an ACO extension inside of Xima CCaaS as the primary SIP handset or load balancer that Xima CCaaS will use to communicate with ACO. - [ACO/RC Configuration](https://guide.xima.cloud/docs/acorc-configuration.md): This article demonstrates how to configure ACO/RC with Xima CCaaS. - [Utilizing RingCentral/ACO Call Queues to Route to Xima CCaaS](https://guide.xima.cloud/docs/utilizing-call-queues-to-route-to-xima-ccaas.md): This article provides information on how to utilize RingCentral call queues to dynamically route to Xima CCaaS. - [ACO/RC - Plug the Queue and Overflow](https://guide.xima.cloud/docs/acorc-plug-the-queue-and-overflow-1.md): This article demonstrates how to plug the queue and overflow. - [Connect Avaya IP Office to Xima CCaaS via SBC](https://guide.xima.cloud/docs/connect-avaya-ip-office-to-xima-ccaas-via-sbc.md): This article demonstrates how to connect Avaya IP Office to Xima CCaaS. - [RingCentral Configuration and Best Practices](https://guide.xima.cloud/docs/ringcentral-configuration-and-best-practices.md): This article provides information on how to configure RingCentral to work with Xima CCaaS. It also provides some tips on best practices. - [Configuring RingCentral Mobile App (Android)](https://guide.xima.cloud/docs/configuring-ringcentral-mobile-app-android.md) - [Configuring Avaya J-Series Phone for Xima CCaaS](https://guide.xima.cloud/docs/configuring-avaya-j-series-phone-for-xima-ccaas-1.md): This article provides a step-by-step process on how to configure an Avaya J-Series phone for Xima CCaaS. It walks through how to do this for Netsapiens, 3CX, and RingCentral. - [Setting Up Xima CCaaS Overflows](https://guide.xima.cloud/docs/setting-up-xima-ccaas-overflows-1.md): This article provides information on how to set up Xima CCaaS overflow events in RingCentral/ACO in case of oversaturation. - [Routing Calls From RingCentral AA to Xima CCaaS](https://guide.xima.cloud/docs/routing-calls-from-ringcentral-aa-to-xima-ccaas.md): This article provides information on how to route a call from RingCentral Auto Attendant to Xima CCaaS. - [Voice Recording Playback on ACO/RingCentral](https://guide.xima.cloud/docs/voice-recording-playback-on-acoringcentral.md): This article demonstrates how to set up Recording within ACO/RingCentral and have those recordings pulled to Xima CCaaS. - [Understanding and Navigating Connectivity Issues (RingCentral)](https://guide.xima.cloud/docs/understanding-and-navigating-connectivity-issues-ringcentral.md): This article will explain how delays in the API connectivity affect Xima CCaaS and your experience. It will also provide you with the best practices to use until RingCentral addresses the issue. - [Netsapiens Configuration](https://guide.xima.cloud/docs/netsapiens-configuration.md): This video provides a visual demonstration on how to configure Xima CCaaS with Netsapiens. - [Configuring Netsapiens Virtual Handset](https://guide.xima.cloud/docs/configuring-netsapiens-virtual-handset.md): Configuring a Netsapiens Virtual Handset creates a SIP-based extension that Xima CCaaS uses to send and receive calls through your NetSapiens PBX. This virtual handset acts as the bridge between your phone system and Xima, enabling proper call routing, transfers, and reporting within the platform. - [Outbound Calls / Callback Assist Issues Within Netsapiens](https://guide.xima.cloud/docs/netsapiens-tips-and-tricks.md): This section will give you the step-by-step process of the likely reason why your outbound calls or Queue Callback Assist are not connecting as well as how to rectify this within the Netsapiens Admin Portal. - [Required Information to Integrate Xima CCaaS with Netsapiens](https://guide.xima.cloud/docs/required-information-to-integrate-xima-ccaas-with-netsapiens.md): This article outlines the required information and credentials needed to successfully integrate Xima CCaaS with a Netsapiens (UCaaS) environment. All values listed below must be obtained before completing the integration. - [Configuring Netsapiens Mobile App (Android)](https://guide.xima.cloud/docs/configuring-your-netsapiens-mobile-app-android.md): This article provides information on how to configure your Netsapiens mobile app. It has step-by-step instructions as well as information on how to find your login credentials. - [Configuring Avaya J-Series Phone for Xima CCaaS](https://guide.xima.cloud/docs/configuring-avaya-j-series-phone-for-xima-ccaas-2.md): This article provides a step-by-step process on how to configure an Avaya J-Series phone for Xima CCaaS. It walks through how to do this for Netsapiens, 3CX, and RingCentral. - [Routing Calls From Netsapiens Auto Attendant to Xima CCaaS](https://guide.xima.cloud/docs/routing-calls-from-netsapiens-aa-to-xima-ccaas.md): This article provides information on how to route a call from the Netsapiens Auto Attendant to Xima CCaaS. These instructions provide a very basic setup but will give you a good idea of how to make this work for your environment. - [Routing Using Call Routing Rules (formerly Skill Routing Identifiers) in Netsapiens](https://guide.xima.cloud/docs/routing-using-skill-routing-identifiers-1.md): This articles provides a step-by-step guide on how to use routing by utilizing the Call Routing Rules (formerly Skill Routing Identifiers) feature on Xima CCaaS. - [Configuring Netsapiens with Xima CCaaS](https://guide.xima.cloud/docs/netsapiens-configuration-1.md): This article demonstrates how to configure Netsapiens. - [Netsapiens Recording Playback within CCaaS](https://guide.xima.cloud/docs/netsapiens-recording-playback-within-ccaas.md): This article demonstrates how to set up Recording within Netsapiens and have those recordings pulled to Xima CCaaS. - [Create a Netsapiens Forwarding Rule for Failover/Registration Failures](https://guide.xima.cloud/docs/create-a-netsapiens-forwarding-rule-for-failover-registration-failures.md): This article demonstrates how to use the best practices for creating a failover rule within the Netsapiens interface for when SIP registration fails - [Inbound SMS/MMS Configuration for Netsapiens](https://guide.xima.cloud/docs/inbound-sms-configuration-for-netsapiens.md): How to configure Xima CCaaS to relay inbound and outbound SMS text messages for your Contact Center - [Connect to Netsapiens for Reporting and Recording Only](https://guide.xima.cloud/docs/connect-to-netsapiens-for-reporting-and-recording-only.md): This guide only covers the necessary steps for connecting to a Netsapiens UC for logging user calls and accessing recording. It does not cover settings needed for Contact Center features. - [Microsoft Teams Direct Routing Configuration](https://guide.xima.cloud/docs/microsoft-teams-direct-routing-configuration.md): These instructions provide a step by step guide on how to configure Xima CCaaS with Microsoft Teams via an SBC. - [8X8 Registration with Xima CCaaS](https://guide.xima.cloud/docs/8x8-registration-with-xima-ccaas.md) - [Xima CCaaS Embedded App on Webex](https://guide.xima.cloud/docs/xima-ccaas-embedded-app-on-webex.md) - [3CX Configuration](https://guide.xima.cloud/docs/3cx-configuration.md): This article demonstrates how to configure 3CX with Xima CCaaS. - [Configuring 3CX Mobile App (Android)](https://guide.xima.cloud/docs/configuring-3cx-mobile-app-android.md): This article provides information on how to configure your 3CX mobile app if you have an Android phone. - [3CX Configuration and Best Practices](https://guide.xima.cloud/docs/3cx-configuration-and-best-practices.md): This article provides information on the best practices for configuring 3CX with Xima CCaaS. - [Routing Calls from 3CX Digital Receptionist to Xima CCaaS](https://guide.xima.cloud/docs/routing-calls-from-3cx-digital-receptionist-to-xima-ccaas.md): This article provides information on how to route calls from 3CX Digital Receptionist to Xima CCaaS. - [Routing Using Skill Routing Identifiers in 3CX](https://guide.xima.cloud/docs/routing-using-skill-routing-identifiers.md): This articles provides a step-by-step guide on how to use routing by utilizing the Skill Routing Identifiers feature on Xima CCaaS. - [Routing Via DID on 3CX](https://guide.xima.cloud/docs/routing-via-did-on-3cx.md): This article demonstrates how to route via DID on 3CX. - [Alianza One (BCC) Integration with Xima CCaaS](https://guide.xima.cloud/docs/alianza-one-bcc-integration-with-xima-ccaas.md): This guide walks through configuring a SIP Trunk on the Alianza One Business Cloud Communications (BCC) platform to integrate with Xima CCaaS. - [Configuring Your Metaswitch Mobile App (Android)](https://guide.xima.cloud/docs/configuring-your-metaswitch-mobile-app-android.md): This article provides step-by-step instructions on how to configure your Metaswitch mobile app if you have an Android phone. - [Configuring Virtual Handset on Metaswitch](https://guide.xima.cloud/docs/configuring-virtual-handset-on-metaswitch.md): This article provides a step-by-step process on how to configure a virtual handset on Metaswitch. - [Routing Using Call Routing Rules (formerly Skill Routing Identifiers) in Metaswitch](https://guide.xima.cloud/docs/routing-using-skill-routing-identifiers-in-metaswitch.md): This article provides information on how to route using the Xima CCaaS feature Call Routing Rules (Formerly Skill Routing Identifiers) in Metaswitch. - [Configure Service Address Links](https://guide.xima.cloud/docs/configure-service-address-links.md): Set up Xima CCaaS to properly navigate to your account of Quality Management, Speech Analytics, and Workforce Management - [Preparing Quality Management and Speech Analytics in Xima CCaaS](https://guide.xima.cloud/docs/preparing-quality-management-and-speech-analytics-in-xima-ccaas.md): Before Xima Quality Management or Speech Analytics will work within their individual services, you must first ensure a few items are in place within Xima CCaaS - [Storage Settings](https://guide.xima.cloud/docs/recording-storage-controls.md): This article will cover how to configure and manage recording storage settings including how recordings are stored, how storage locations are defined, and how retention policies can be applied to control data usage. - [WebRTC Recording Modes](https://guide.xima.cloud/docs/webrtc-recording-modes.md): This article focuses on how to setup agents who are using Xima WebRTC extensions for call recording - [Enabling Agent Recording Review](https://guide.xima.cloud/docs/enabling-agent-recording-review.md): This article outlines how to enable agents to listen to call recordings within the Agent Client, once processed, in the Contact Center Agent Client - [Dialer - Dialing Based on Available Agents](https://guide.xima.cloud/docs/dialer-dialing-based-on-available-agents.md) ## Changelog - [v5.62](https://guide.xima.cloud/changelog/v5-62.md) - [v5.61](https://guide.xima.cloud/changelog/changelog-april-2026.md) - [v5.60](https://guide.xima.cloud/changelog/changelog-march-2026.md) - [v5.59](https://guide.xima.cloud/changelog/changelog-february-2026.md) - [v5.58](https://guide.xima.cloud/changelog/changelog-january-2026.md)