help_documentation
Σύνολο εγγραφών στον πίνακα: 1581
| help_id | help_title | help_text |
|---|---|---|
| users-user | User ID | <QXZ>This field is where you put the users ID number, can be up to 20 digits in length, Must be at least 2 characters in length. We strongly recommend not reusing user accounts for different users, for reporting accuracy. To disable a user account, set the Active option to -N-.</QXZ> |
| users-pass | Password | <QXZ>This field is where you put the users password. Must be at least 2 characters in length, unless the User Password Minimum Length system setting is enabled, which will require a longer password. Only letters and numbers are allowed in user passwords. A medium strength user password will be at least 10 characters in length, and a strong user password will be at least 20 characters in length and have letters as well as at least one number. It is recommended that you use a longer password if possible, stringing together several unrelated words with no spaces, and a number somewhere in the string. The maximum size of a password is 100 characters.</QXZ> |
| users-force_change_password | Force Change Password | <QXZ>If this option is set to Y then the user will be prompted to change their password the next time they log in to the administration webpage or the agent screen. Default is N.</QXZ> |
| users-last_login_date | Last Login Info | <QXZ>This shows the last login attempt date and time, and if there has been a recent failed login attempt. If this modify user form is submitted, then the failed login attempt counter will be reset and the agent can immediately attempt to log in again. If an agent has 10 failed login attempts in a row then they cannot attempt to log in again for at least 15 minutes unless their account is manually reset.</QXZ> |
| users-full_name | Full Name | <QXZ>This field is where you put the users full name. Must be at least 2 characters in length.</QXZ> |
| users-user_level | User Level | <QXZ>This menu is where you select the users user level. Must be a level of 1 to log into the agent screen, Must be level greater than 2 to log in as a closer, level 7 is for Reports only. Must be user level 8 or greater to get into admin web section. User Level 9 is able to edit all user levels in the admin web section. User Level 8 can only edit level 7 users and lower.</QXZ> |
| users-user_group | User Group | <QXZ>This menu is where you select the users group that this user will belong to. There are several agent screen features that can be controlled through user group settings. If this field is left blank then the user cannot log in to the agent screen.</QXZ> |
| users-phone_login | Phone Login | <QXZ>Here is where you can set a default phone login value for when the user logs into the agent screen. This value will populate the phone_login automatically when the user logs in with their user-pass-campaign in the agent login screen.</QXZ> |
| users-phone_pass | Phone Pass | <QXZ>Here is where you can set a default phone pass value for when the user logs into the agent screen. This value will populate the phone_pass automatically when the user logs in with their user-pass-campaign in the agent login screen.</QXZ> |
| users-active | Active | <QXZ>This field defines whether the user is active in the system and can log in as an agent or manager. Default is Y.</QXZ> |
| users-voicemail_id | Voicemail ID | <QXZ>This is the voicemail box that calls will be directed to in an AGENTDIRECT in-group at the drop time if the in-group has the drop method set to VOICEMAIL and the Voicemail field set to AGENTVMAIL.</QXZ> |
| users-optional | User Code and Territory | <QXZ>These are optional fields.</QXZ> |
| users-user_location | User Location | <QXZ>This menu allows you to choose the location for this user. This location can be used by some reports in the system. The options for this menu are defined in the USER_LOCATIONS_SYSTEM Settings Container in the Admin - Settings Containers web admin page. The format for this container is -location|description- without the dashes. Locations and their Descriptions must each be less than 100 characters in length. default is -blank-.</QXZ> |
| users-user_group_two | VERM Secondary User Group | <QXZ>Optional secondary User Group designation only used by the VERM reporting module. Setting this to a User Group will not affect admin or agent operations or permissions in any way, it is only for specific reporting functions within specific reports. Default is -blank- for undefined.</QXZ> |
| users-email | <QXZ>This field can be used by some scripts and functions, like dispo_send_email.php and two-factor-authentication, referenced by the --A--agent_email--B-- variable.</QXZ> | |
| users-mobile_number | Mobile Number | <QXZ>This field can be used by two-factor-authentication, if your system is configured for it.</QXZ> |
| users-user_nickname | User Nickname | <QXZ>Optional alternative name used for agent when chatting with customers in the customer website chat feature. Only used if populated.</QXZ> |
| users-user_new_lead_limit | User New Lead Limit | <QXZ>This Overall Limit setting will limit the number of new leads this user can dial across all lists per day. This feature will only work properly if the campaign is set to either the MANUAL or INBOUND_MAN Dial Method and No Hopper dialing is enabled. Default is -1 for disabled.</QXZ> |
| users-hotkeys_active | Hot Keys Active | <QXZ>This option if set to 1 allows the user to use the Hot Keys quick-dispositioning function in the agent screen.</QXZ> |
| users-agent_choose_ingroups | Agent Choose Ingroups | <QXZ>This option if set to 1 allows the user to choose the ingroups that they will receive calls from when they login to a CLOSER or INBOUND campaign. Otherwise the Manager will need to set this in their user detail screen of the admin page.</QXZ> |
| users-agent_choose_blended | Agent Choose Blended | <QXZ>This option if set to 1 allows the user to choose if the agent has their campaign set to blended or not, and if not then the default blended setting will be used. Default is 1 for enabled.</QXZ> |
| users-agent_choose_territories | Agent Choose Territories | <QXZ>This option if set to 1 allows the user to choose the territories that they will receive calls from when they login to a MANUAL or INBOUND_MAN campaign. Otherwise the user will be set to use all of the territories that they are set to belong to in the User Territories administrative section.</QXZ> |
| users-scheduled_callbacks | Scheduled Callbacks | <QXZ>This option allows an agent to disposition a call as CALLBK and choose the date and time at which the lead will be re-activated.</QXZ> |
| users-agentonly_callbacks | Agent-Only Callbacks | <QXZ>This option allows an agent to set a callback so that they are the only Agent that can call the customer back. This also allows the agent to see their callback listings and call them back any time they want to.</QXZ> |
| users-next_dial_my_callbacks | Next-Dial My Callbacks Override | <QXZ>This option, if not set to NOT_ACTIVE, will override the campaign option set for Next-Dial My Callbacks. Default is NOT_ACTIVE.</QXZ> |
| users-agentcall_manual | Agent Call Manual | <QXZ>This option allows an agent to manually enter a new lead into the system and call them. This also allows the calling of any phone number from their agent screen and puts that call into their session. Use this option with caution. Setting this option to 2 will allow manual dialing but disable the FAST DIAL function on the agent screen.</QXZ> |
| users-manual_dial_filter | Manual Dial Filter Override | <QXZ>If this option is set to anything but DISABLED, it will override the Campaign setting Manual Dial Filter. Default is DISABLED.</QXZ> |
| users-agentcall_email | Agent Call Email | <QXZ>This option is disabled.</QXZ> |
| users-agentcall_chat | Agent Call Chat | <QXZ>This option is disabled.</QXZ> |
| users-agent_recording | Agent Recording | <QXZ>This option can prevent an agent from doing any recordings after they log in to the agent screen. This option must be on for the agent screen to follow the campaign recording settings.</QXZ> |
| users-agent_transfers | Agent Transfers | <QXZ>This option can prevent an agent from opening the transfer - conference session in the agent screen. If this is disabled, the agent cannot third party call or blind transfer any calls.</QXZ> |
| users-closer_default_blended | Closer Default Blended | <QXZ>This option simply defaults the Blended checkbox on a CLOSER login screen.</QXZ> |
| users-user_choose_language | User Choose Language | <QXZ>This option allows a user to select the language they want for the agent or administrative interface to display in. Default is 0 for disabled.</QXZ> |
| users-selected_language | Selected Language | <QXZ>This is the language that the agent and administrative interface will default to when the agent logs in. Default is -default English-.</QXZ> |
| users-agent_recording_override | Agent Recording Override | <QXZ>This option will override whatever the option is in the campaign for recording. DISABLED will not override the campaign recording setting. NEVER will disable recording on the client. ONDEMAND is the default and allows the agent to start and stop recording as needed. ALLCALLS will start recording on the client whenever a call is sent to an agent. ALLFORCE will start recording on the client whenever a call is sent to an agent giving the agent no option to stop recording. For ALLCALLS and ALLFORCE there is an option to use the Recording Delay to cut down on very short recordings and reduce system load.</QXZ> |
| users-mute_recordings | Mute Recordings Override | <QXZ>This setting will override the campaign setting for -Mute Recording Button- for this user only. Default is DISABLED, which will follow the campaign settings.</QXZ> |
| users-agent_shift_enforcement_override | Agent Shift Enforcement Override | <QXZ>This setting will override whatever the users user group has set for Shift Enforcement. DISABLED will use the user group setting. OFF will not enforce shifts at all. START will only enforce the login time but will not affect an agent that is running over their shift time if they are already logged in. ALL will enforce shift start time and will log an agent out after they run over the end of their shift time. Default is DISABLED.</QXZ> |
| users-agent_call_log_view_override | Agent Call Log View Override | <QXZ>This setting will override whatever the users user group has set for Agent Call Log View. DISABLED will use the user group setting. N will not allow showing the users call log. Y will allow showing the user call log. Default is DISABLED.</QXZ> |
| users-hide_call_log_info | Campaign Hide Call Log Override | <QXZ>Setting this option to anything other than DISABLED will override the campaign setting to hide any call log or call count information when lead information is displayed on the agent screen. Using one of the SHOW options will show the last X number of calls to a lead in the call log section of the lead info view. Default is DISABLED.</QXZ> |
| users-agent_lead_search_override | Agent Lead Search Override | <QXZ>This setting will override whatever the campaign has set for Agent Lead Search. NOT_ACTIVE will use the campaign setting. ENABLED will allow lead searching and DISABLED will not allow lead searching. Default is NOT_ACTIVE. LIVE_CALL_INBOUND will allow search for a lead while on an inbound call only. LIVE_CALL_INBOUND_AND_MANUAL will allow search for a lead while on an inbound call or while paused. When Lead Search is used on a live inbound call, the lead of the call when it went to the agent will be changed to a status of LSMERG, and the logs for the call will be modified to link to the agent selected lead instead.</QXZ> |
| users-lead_filter_id | Lead Filter | <QXZ>This option allows you to set a Lead Filter for an individual user. To use this option, the user must be logged in to a campaign that has No Hopper Dialing enabled. Default is EMPTY for disabled.</QXZ> |
| users-user_hide_realtime | User Hide in RealTime | <QXZ>This setting allows you to hide this user from the Real-Time Report display. Default is 0 for disabled.</QXZ> |
| users-alert_enabled | Alert Enabled | <QXZ>This field shows whether the agent has web browser alerts enabled for when calls come into their agent screen session. Default is 0 for NO.</QXZ> |
| users-allow_alerts | Allow Alerts | <QXZ>This field gives you the ability to allow agent browser alerts to be enabled by the agent for when calls come into their agent screen session. Default is 0 for NO.</QXZ> |
| users-preset_contact_search | Preset Contact Search | <QXZ>If the user is logged into a campaign that has Transfer Presets set to CONTACTS, then this setting can disable contact searching for this user only. Default is NOT_ACTIVE which will use whatever the campaign setting is.</QXZ> |
| users-max_inbound_calls | Max Inbound Calls | <QXZ>If this setting is set to a number greater than 0, then it will be the maximum number of inbound calls that an agent can handle across all inbound groups in one day. If the agent reaches their maximum number of inbound calls, then they will not be able to select inbound groups to take calls from until the next day. This setting will override the Campaign setting of the same name. Default is 0 for disabled.</QXZ> |
| users-max_inbound_filter_enabled | Max Inbound Calls Filtering Enabled | <QXZ>If this option is enabled, then the Max Inbound Calls Filtering Options below will be used to determine if an inbound call will be counted as a part of a users inbound call count for the day.</QXZ> |
| users-max_inbound_filter_statuses | Filter Statuses | <QXZ>If Max Inbound Calls Filtering is enabled, the calls dispositioned with the statuses selected in this multi-select box will be excluded from the inbound call count for this user for the day, as well as the -filtered- Next Agent Call routing options.</QXZ> |
| users-max_inbound_filter_ingroups | Filter In-Groups | <QXZ>If Max Inbound Calls Filtering is enabled, the calls coming from the inbound groups selected in this multi-select box will be excluded from the inbound call count for this user for the day, as well as the -filtered- Next Agent Call routing options.</QXZ> |
| users-max_inbound_filter_min_sec | Filter Minimum Seconds | <QXZ>If Max Inbound Calls Filtering is enabled, the calls that have a customer talk time less than the number of seconds entered in this field will be excluded from the inbound call count for this user for the day, as well as the -filtered- Next Agent Call routing options.</QXZ> |