XCALLY ES

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Xcally es una innovadora solucion multicanal que integra Asterisk™ con las tecnologias Shuttle y Motion, desarrolladas en el centro de investigacion de Xenialab. La solucion es una de las mejores plataformas para la gestion de Centros de Contacto multicanal - voz, chat, correo electronico, SMS, fax, y canales personalizados (sociales, video ...) - a traves de APIs estandar. XCALLY es actualmente utilizado en mas de 50 paises, gracias a su facil instalacion, configuracion, y uso.

Checa su solucion y agenda una demostracion desde su sitio web: XCALLY Omnichannel Contact Center

Contents 1 VoIP.ms configuration 1.1 Collecting XCALLY Configuration Settings 2 Configuring the Trunk in XCALLY 2.1 Additional trunk settings 3 Creating Agents 3.1 Additional configuration for Agents accounts 4 Outbound Routes 4.1 Additional outbound configuration 5 Inbound Routes 5.1 Additional inbound configuration 6 Call Encryption TLS/SRTP 6.1 Enabling Encrypted SIP traffic in VoIP.ms 6.2 Enabling TLS/SRTP in XCALLY

VoIP.ms configuration

The first thing is adjusting the Device type. To do so please navigate to Main Menu → Account settings → Inbound Settings and make sure that the Protocol for Inbound DIDs is set to “SIP” and that the Device type is set to “IP PBX Server” and apply any changes made.

Then you need to make sure that the DIDs ordered are linked to your account. To do so navigate to DID Numbers / Manage DID(s). Click on the Edit DID icon and make sure that the routing points to SIP/IAX and your main account.

Collecting XCALLY Configuration Settings

In order to be able to register and operate the trunk in XCALLY you msut gather some information that will be needed in the configuration of the trunk in XCALLY.

• Username: The username for registering the trunk can be found under Main Menu → Account Information
• Password: The trunk password can be found in the email you received from VoIP.ms during the registration process. You can also change the password by navigating to Main Menu → Account Settings → Security.
• DID numbers: The DID numbers can be seen by navigating to DID Numbers → Manage DID(s)
• Registrar: Go to Main Menu → Account Settings → Default DID Routing. From here make note of the selected server. In this example, the server is sanjose2.voip.ms.

Configuring the Trunk in XCALLY

Adding the Trunk Go to “Tools” and click “Trunks”. In this screen, click on the plus (+) icon you will see on the bottom right corner.

A “New trunk” screen will be prompted. On this, enter the following information:

• Name: VoIP.ms or any name of your choice
• Host: sanjose2.voip.ms or any of the multiple VoIP.ms servers
• Secret: Your SIP account password
• Default user: 100000 (Your main account or sub-account User ID
• Registry: 100000:[email protected] (Replaces with the SIP user ID, password and VoIP.ms server of your choice)
• Description: Any description of your choice

Once you have filled in these fields, click on “Add trunk” at the end of the window. At this point, if you refresh the registration status on the Home page of the VoIP.ms customer portal you should see your Trunk appear as Registered.

Additional trunk settings

To ensure the proper function of the XCALLY trunk registered in VoIP.ms is also necessary to change some settings in the advanced configuration of the trunk. For this, in the Trunks section of the XCALLY interface click on the three vertical dots on the right of the trunk, click on Edit Trunk and then click on the tab Advanced.

On this screen, set the following settings as follows:

• From Domain: sanjose2.voip.ms or any of the multiple VoIP.ms servers (make sure to use the same where the trunk is registered)
• From User: 100000 (Your main account or sub-account User ID)
• Trust Remote Part ID: Yes
• Send Remote Party ID Header: Yes

Make sure to click on Save when done.

Creating Agents

The Agents accounts will allow Contact Center representatives to manage customer interactions through XCALLY's multi-channel environment.

With this account the agents will be able to access the XCALLY interface to make use of the tools of this solution and the WebRTC bar, the Phone Bar, or an external softphone or hardware as per your convenience.

To add one, in the XCALLY admin interface go to “Staff” and click “Agents”. On this screen, click on the plus (+) icon you will see in the bottom right corner.

A “New Agent” screen will be prompted. On this, enter the following information and click on Add Agent when done:

• Full Name: Enter the name of the agent
• User Name: Set the username the agent will use to access XCALLY
• Typology: Choose the typology you'll use (Refer to XCALLY's documentation for more details)
• Email: Enter the email of the agent
• Password: Set the password the agent will use to access XCALLY

  Note: The rest of the settings are optional and can be set per your convenience. Please refer to XCALLY's documentation for more details.

Additional configuration for Agents accounts

Once the Agent account is added, click on the three vertical dots on the right of your Outbound Route, click on Edit Agent and go to the tab Voice.

There, change the option "Context" to from-voip-provider and click on Save.

Outbound Routes

Configuring Outbound routes in the XCALLY admin interface is a simple task. Here we will show how to create a standard outbound route for local calls to the USA and Canada.

In the XCALLY interface go to “Voice” and click “Outbound Routes”. On this screen, click on the plus (+) icon you will see in the bottom right corner.

A “New Outbound Route” screen will be prompted. On this, enter the following information and click on Add Outbound Route when done:

• Phone number: _NXXNXXXXXX (This pattern allows dialing 10 digits local numbers from US and CAN. To see other examples check our Dialing patterns article)
• Context: from-voip-provider
• Alias: Any alias of your choice
• Description: Any description of your choice

  Important: Always set an underscore (_) before the pattern.

  Note: The options Recording and Cut Digits are optional. Refer to XCALLY's documentation for more details about these options.

Additional outbound configuration

Once the Outbound Route is added, you need to set up the outbound application of this. For this, in the Outbound Routes section of the XCALLY interface click on the three vertical dots on the right of your Outbound Route, click on Edit Outbound Route and go to the tab Actions.

There, under Application List you will see 2 options. You have to drag the option Outbound Dial and drop it under Drag & Drop Routing.

Once this is done, click on it and on Trunk select the VoIP.ms trunk, and on Caller ID enter your name and number in the format "Name" <123456789>.

Click on Save when done.

  Note: The caller ID can also be defined in the Trunk configuration or in the Agent per your convenience.

  IMPORTANT:
  - Please note the Caller ID name works only for calls to Canada. 
  - To display a name on calls to the US is necessary to request a CNAM update via ticket or email to [email protected]
  - We suggest entering your outbound Caller ID Name must be in CAPITAL LETTERS. This will appears more clearly/visible on some devices.
  - You must NOT use any special characters, they will not be displayed. 
  - Use Max 15 characters, spaces included. Regular Canadian providers will not display more than 15 characters. We suggest shrinking or adapt your caller ID. 
  - Spaces are allowed in a caller id name.

Inbound Routes

Adding Inbound Routes is as easy as creating routes for outgoing calls. In this section, you will learn how to create a simple inbound route for a DID.

First, in the XCALLY interface go to “Voice” and click “Inbound Routes”. In this screen, click on the plus (+) icon you will see on the bottom right corner.

A “New Inbound Route” screen will be prompted. On this, enter the following information and click on Add Inbound Route when done:

• Phone number: Enter the VoIP.ms DID that you want to use
• Context: from-voip-provider
• Alias: Any alias of your choice
• Description: Any description of your choice

  Important: In Phone Number enter 10 digits only. Prefix "1" is not required.

Additional inbound configuration

Once the Inbound Route is added, you need to set up the inbound application of this. For this, in the Inbound Routes section of the XCALLY interface click on the three vertical dots on the right of your Inbound Route, click on Edit Inbound Route and go to the tab Actions.

There, under Application List you will see 2 options. You have to drag the application that you want to send the calls to and drop it under Drag & Drop Routing. For this example, we will drop the application "Internal Dial" to send the calls to an Agent.

Once this is done, a window will be displayed. On the User option select the agent that will receive the calls of this DID.

Click on Save when done.

  Note: The options Timeout, Options and URL are optional. Refer to XCALLY's documentation for more details about these options.

Call Encryption TLS/SRTP

In addition to all the great performance and functionalities that XCALLY offers, this also supports TLS/SRT, so if you want to add extra security to your VoIP system you can follow the next instructions.

Enabling Encrypted SIP traffic in VoIP.ms

First, make sure your Main account or Sub-account has "Encrypted SIP Traffic" enabled.

  Note: If this setting is enabled and your system sends UDP/TCP or RTP you will be rejected with error code 488.

Enable this setting for the Main Account at Main Menu>> Account settings>> Advanced tab.

For a sub-account enable it at Sub accounts>> Manage sub-accounts by clicking on the orange icon with a pen and finally click at "Advanced Options (Click here to display)".

Enabling TLS/SRTP in XCALLY

Now that your Main account/sub-account has this setting enabled, your XCALLY trunk only needs to use the port 5061 and send TLS and SRTP.

For this, in XCALLY's interface go to "Tools", "Trunks" and click on the VoIP.ms trunk.

Once there, edit the option "Registry" so is set as follows:

tls://100000:[email protected]:5061

Click "Save" when done.

Then, still in the "Trunks" section click on the three vertical dots on the right of your Trunk, click on Edit Trunk and go to the tab Advanced.

Here you have to set the following options like this:

• Encryption: Yes
• Port: 5061
• Transport: TLS