Call comes into ACO
Call is answered by a SIP phone registered to ACO
That extension is registered to Xima CCaaS
Call is answered and presented CCaaS IVR Call Flow
Caller selects and is then routed to proper UCaaS Agent
(skills based routing determines who to send the call to)
Agent/user/subscriber on UCaaS system's phone rings and then answers the call
How it Works
Xima CCaaS resides in Google Kubernetes and registers as multiple SIP phones configured on ACO. When calls need to be transferred to the Contact Center, you pass those calls over to the single SIP extension, designed as the primary Xima CCaaS extension that presents the call to the other handsets registered to Xima CCaaS. These SIP handsets are providing the caller with the appropriate IVR, Routing to Skills, and Queue Messages. Contact Center Voice Agents are extensions configured within ACO and licensed with Contact Center Voice or Web Chat Agent licenses. Xima CCaaS watches the status of the users from ACO to know when to present the calls to the appropriate agents.
This unique configuration ensures that the call quality of the entire customer experience is determined by ACO, provides the customer a single dial plan, allows for internal calling between agents and the office staff, and allows agents to use a single device for contact center calls, internal office calls, and direct calls to their extension.
See for Yourself
Whether you're a reseller, an end user, or just a little curious, Xima CCaaS has something to fulfill your business needs.