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Notes:

  • No way to send SMS messages and Faxes via x-bees
  • No way to listen to Voicemails and Call recordings, but you receive a copy via email
  • Access to the web version and mobile apps of x-bees is available starting from the x-bees-Basic license

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When a Guest User schedules a meeting, a dedicated conversation is automatically created:

The conversation can also be assigned to a particular agent of a Service (Call group). Service is determined automatically. You can assign a conversation to yourself or any other agent.

To assign the conversation to yourself, click Assign to me:

Image ModifiedTo assign conversation to another agent, select service and choose an agent from the Assignee drop-down list:

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Note

Note:

  • After assigning the conversation for the first time, all other agents are removed. 
  • In one-on-one conversations, after assigning it to particular agents, those agents are added as group chat members.
  • You cannot assign conversations for dynamically added agents.

  • When assigning conversation to yourself, without selecting a service, the nearest random call group is automatically selected.

Limitation: 

  • It is currently impossible to assign a conversation to agents belonging to another PBX in WMS Network.

When a guest user clicks the Start new conversation button via the Meeting Scheduler or your Chat link, x-bees looks up if the guest had a conversation with the same agent before – if positive, the communication continues in the same channel.

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For more details, check out this page on our news blog.

View voicemail and faxes

Voicemails and faxes are displayed as separate messages with attachment in x-bees conversation:

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To view fax or listen to voicemail, you need to download the file on your device and open it. For this, click on the down arrow icon (1) and then click Save file (2):

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Note

Note: 

  • The read indicator is not displayed under fax/ voicemail messages.
  • If user removes conversation members or leaves the conversation that was created for a new fax / voicemail, the members are automatically added back to the conversation when the same external user sends another fax/ voicemail again.


Warning

Current limitations:

  • After an external user with only a phone number is converted to a CRM contact, any previously sent faxes/ voicemails are not displayed, as a new conversation is created. PBX user can find the faxes / voicemails in the original conversation with the external user, but for the external user, they are no longer available.
  • Fax message currently doesn’t include the information about remote ID, status and the number of pages.
  • In the conversation with external user who has only phone number indicated, the system allows sending messages, though the message cannot be delivered to the external user (no SMS integration).
  • The title for a fax/ voicemail message is in English by default.

Calls

Active calls are synced between x-bees and Collaboration.

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x-bees Analytics is an advanced analytics tool which lets to monitor any data you need in a highly customizable manner.

See more in documentation: x-bees Analytics.


x-bees Chrome extension 
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