Module 0: WhatsApp Calling Configuration in NXCLOUD
1. Enable Calling
Single-choice option, default: DISABLED
When the customer enables the Calling button in NXLINK, NXCLOUD will automatically enable it synchronously.
2. Display Call Icon
Single-choice option, default: DISABLED
3. Customize Business Hours
Single-choice option, default: DISABLED
Set the time periods during which WhatsApp users are allowed to call in. Calls will not be allowed outside these hours.
After enabling:
-
Time zone configuration is supported
-
Weekly business hours can be set
-
Holiday schedules can also be configured
4. Call Permission Prompt
-
Enabled: When a user calls in, a prompt will display how much authorization time remains
-
Disabled: No prompt will be shown
5. Call Recording
Dropdown option, default: Enabled
6. SIP Information
Customers need to use the SIP protocol for integration (or have their own outbound calling system).
Up to 5 SIP configurations are supported (IP + Port, uniqueness required).
In later phases, this will be integrated with NXLINK for joint usage.
NX will forward inbound call traffic to the SIP addresses provided by the customer (IP routing will be classified based on the selected type).
Module 1: Enable WhatsApp Calling Button
In [Management] → [Channel Setting], enable the toggle [Allow Voice Calling] for the corresponding WhatsApp number.
This switch can only be successfully turned on after the quotation setup is completed in NXCLOUD.
“Actions” → “Settings” includes the following functions:
-
Incoming Management: Choose to route incoming calls to an Agent Group, IVR, or AI Agent.
-
Assigned Agent Group: Assign to one or multiple specific agent groups.
-
Voice Management: Configure the prompt tones for different call scenarios, including:
-
Queue Entry Prompt
-
Queue Waiting Prompt
-
Voicemail Prompt
Module 2: Customer Inbound Call Flow
Inbound calls to NXLINK from the client side have no country restrictions.
1. Customer initiates a WhatsApp call
- The client calls NXLINK via WhatsApp.
- The top-right corner displays the inbound status and ANI.
2. Customer cancels the call
- If the customer hangs up before the agent answers, the inbound status on the top-right closes.
- In Conversation → Voice, the record shows “User Abandon.”
3. Agent rejects the call
-
If the agent clicks “Hang Up” before answering, the inbound status closes.
-
The call is then redistributed to another available agent.
4. Agent misses the call
- (No action is taken; the system records it as missed.)
5. Agent answers the call
6. End of call
- When the call ends, the inbound status on the top-right closes.
- The dialogue box displays “Call Ended” with call duration (HH:mm:ss).
Module 3: Agent Outbound Call Flow
Outbound Calling Restriction:
- Customer Phone Number: Cuba, Iran, North Korea, Syria, or the sanctioned regions of Ukraine (Crimea, Donetsk, and Luhansk)
- WABA Phone Number: The United States, Canada, Turkey, Egypt, Vietnam, or Nigeria
Please refer to the official Meta documentation for more detail information.
https://developers.facebook.com/documentation/business-messaging/whatsapp/calling
1. Initiate call request
- In [Conversation] → [Digital], click the [Invite to Call] icon below the input box.
- If the NXCLOUD balance is insufficient when clicking the icon, an error message appears, and the call is blocked.
If the NXCLOUD balance is insufficient when the call icon is clicked, an error will be triggered and outbound calling will be restricted.
For restrictions on obtaining user calling permissions, please refer to the official Meta documentation for more information.
https://developers.facebook.com/documentation/business-messaging/whatsapp/calling/user-call-permissions/
2. User accepts the Calling request
- The chat box displays “Accepted.”
- The agent clicks the icon again to initiate the outbound Calling session.
3. User declines the Calling request
- The chat box displays “Declined.”
4. User answers the call
- The interface switches to the Voice Interaction page, and the voice call begins.
- Shows “In a Call” with real-time call duration (HH:mm:ss).
5. End of call
- The inbound status closes.
- The dialogue box displays “Call Ended” with duration (HH:mm:ss).
Module 4: WhatsApp Calling – Call Records
Path: Reports → Voice → Call Records
1. Channel Type
- The value in this field indicates whether the record is of type WhatsApp Call or Voice.
2. Call Record Details Page
- Reports → Voice → Record
- View each record’s channel type to determine whether it’s WhatsApp or Voice.
