Xcally motion bar

Account Setup Guide

This is a complete Guide to setting up a location to support xCally and Open answer
Kyle Johnson | Account Setup Guide | 3/28/2018

Verison 1.0

Abstract

This guide details in-depth how to tutorials designed for use by site managers. Throughout the guide there are screen shots of what to look for while following the directions outlined. The beginning of this guide will show how to first setup accounts in Open Answer and their corresponding content. Following that this guide will outline how to setup accounts within xCally. This guide will then outline how to setup agents and administrators in both Open Answer and xCally. It is recommended to use the Account Setup Check List during the setup and to review once complete to ensure everything has been completed correctly.

xCally Motion:

xCally Motion is a virtual asterisk based telephone switch. It has a web portal used to setup, monitor, and view reports in regards to phone call traffic and assignment. This is closely related to the functionality of the administrative capabilities of the Startel Software.

Motion Bar:

Motion Bar is a desktop application that is used by the agent to place and receive calls. This is also where a majority of call functionality will be handled. It is closely related to the functionality of the Startel physical box.

Open Answer:

Open Answer is a TAS messaging platform that uses a web portal by both the agent and administrators to handle call messaging, instructions, dispatching, and review. This is closely related to the functionality of the agent capabilities of the Startel Software.

Table of Contents Account Setup Guide 1 Abstract 3 xCally Motion: 3 Motion Bar: 3 Open Answer: 3 Table of Contents 4 Naming Conventions 8 Phone Numbers: 9 Account/Company Names: 12 Agent Names and User Names: 12 Employee Names: 14 Call Types Names: 14 **Account Setup Checklist 15 xCally Motion 17 Dashboard 18 Main Dashboard: 18 Your Dashboard’s: 18 Staff 19 Create Agent: 19 Agent/Queue Management: 21 Delete An Agent: 22 Edit An Agent: 22 Team Management: 24 **Contacts Manager 26 Contacts: 26 **Companies: 28 **Lists: 28 Queues 29 Queues Explained: 29 Voice Queues: 29 Queue/Agent Management: 30 Penalty: 32 Voice Channel 33 Create Inbound Route: 33 Manage Inbound Route: 35 **Chat Channel 36 Create Inbound Route: 36 **Chat Queues: 36 **Mail Channel 36 Create Inbound Route: 36 **Mail Queues: 37 **Fax Channel 37 Create Inbound Route: 37 **Fax Queues: 37 **SMS Channel 37 Create Inbound Route: 37 **SMS Queues: 38 **Open Channel 38 Create Inbound Route: 38 **Omni Realtime 38 Create Inbound Route: 38 **Open Channel Queues: 38 Tools 39 **Create a Dashboard: 39 PAA Upload 40 Upload custom PAA: 40 Configure custom PAA in xCally Motion 41 Open Answer Setup 42 Create Account 43 Parent Account: 43 Subaccount: 45 Account Content 53 Employees: 53 Call Type: 56 Additional Files: 67 On Call Lists: 68 Message Summary: 71 Applications: 72 Notes: 73 Print Account Summary: 74 Agent Managment 75 Add an Agent: 75 Remove an Agent: 76 xCally User Guide 78 Logging In and Out 79 Logging into xCally Motion: 79 Logging out of xCally Motion: 79 Logging into Motion Bar: 81 Logging out of Motion Bar: 81 Call Handling 82 Answering a Call: 82 Holding a Call: 82 Parking a Call: 84 Answering a Parked Call: 86 Park into a Different Queue: 86 Conference Call: 88 Warm Transferring a Call: 90 Transfers to Internal Extensions: 92 Call Monitoring: 94 Open Answer User Guide 96 Logging In and Out 97 Logging into Open Answer: 97 Logging out of Open Answer: 97 Transferring Messages in Open Answer 99 Outbound calls in Open Answer 100 Operator Screen: 100 Message Review Screen: 100 Account Basic Info Screen: 100 Example Account 102 Creating the account in Open Answer 103

Naming Conventions

This is a Guide to use for phone numbers, acount names, agent names, Employee names, and Call Types
Phone Numbers:

This details the situations in which to use a “+1” or “1” in front of the ten digit phone number. This will guide you through everywhere a phone number is required or needed and the correct naming convention. This applies to account setup, dialing, employee info, faxes, and texting. Not following these rules will result in errors or phone number not working correctly.

1. xCally Motion:

a. Contact Manager:

i. The phone number required in the contact list will always require a “+1” followed by the ten digit phone number

ii. Example: +15551234789