help_documentation
Σύνολο εγγραφών στον πίνακα: 1581
| help_id | help_title | help_text |
|---|---|---|
| lists_fields-field_size | Field Size | <QXZ>This setting will mean different things depending on what the field type is. For TEXT fields, the size is the number of characters that will show in the field. For AREA fields, the size is the width of the text box in characters. For MULTI fields, this setting defines the number of options to be shown in the multi select list. For SELECT, RADIO, CHECKBOX, DATE and TIME this setting is ignored. For BUTTON fields this must be set to 1.</QXZ> |
| lists_fields-field_max | Field Max | <QXZ>This setting will mean different things depending on what the field type is. For TEXT, HIDDEN and READONLY fields, the size is the maximum number of characters that are allowed in the field. For AREA fields, this field defines the number of rows of text visible in the text box. For MULTI, SELECT, RADIO, CHECKBOX, DATE and TIME this setting is ignored.</QXZ> |
| lists_fields-field_default | Field Default | <QXZ>This optional field lets you define what value to assign to a field if nothing is loaded into that field. Default is NULL which disables the default function. For DATE field types, the default is always set to today unless a number is put in in which case the date will be that many days plus or minus today. For TIME field types, the default is always set to the current server time unless a number is put in in which case the time will be that many minutes plus or minus current time. For RADIO and SELECT field types, the default must be one of the options defined for the field or NULL. For BUTTON fields, this is the text that appears on the button.</QXZ> |
| lists_fields-field_cost | Field Cost | <QXZ>This read only field tells you what the cost of this field is in the custom field table for this list. There is no hard limit for the number of custom fields you can have in a list, but the total of the cost of all fields for the list must be below 65000. This typically allows for hundreds of fields, but if you specify several TEXT fields that are hundreds or thousands of characters in length then you may hit this limit quickly. If you need that much text in a field you should choose an AREA type, which are stored differently and do not use as much table space.</QXZ> |
| lists_fields-field_encrypt | Field Encrypt | <QXZ>On the ViciHost.com platform a built-in, high-level NIST-approved encryption option is available for custom fields. Default is N.</QXZ> |
| lists_fields-field_show_hide | Field Show Hide | <QXZ>On the ViciHost.com platform, this option allows you to display only set characters from a READONLY or TEXT field. If a TEXT field, the value and a blank field with be displayed, if the blank field is populated by the agent, then the previous value will be overwritten when the agent completes their call. Default is N.</QXZ> |
| lists_fields-field_required | Field Required | <QXZ>If the campaign option allowing required fields is also enabled, this field allows you to force an agent to fill in this field before they can hang up the call. Y will affect all calls, INBOUND_ONLY will only affect calls received by the agent through an In-Group. This option will only work for the following custom field types: TEXT, AREA, DATE, SELECT, MULTI, RADIO, CHECKBOX. Default is N.</QXZ> |
| lists_fields-field_duplicate | Field Duplicate | <QXZ>This option will allow you to create a duplicate of a TEXT type custom field that already exists in a different location within your custom list fields form. This option only works with TEXT type fields. This option is only available when you create a new custom field entry. When an agent modifies the text in one of these duplicate fields and clicks to another field, the system will copy the value that they place in that duplicate field to the original field. Default is N.</QXZ> |
| lists_fields-name_position | Field Name Position | <QXZ>If set to LEFT, this field name will appear to the left of the field, if set to TOP the field name will take up the entire line and appear above the field. Default is LEFT.</QXZ> |
| lists_fields-copy_option | Copy Option | <QXZ>When copying field definitions from one list to another, you have a few options for how the copying process works. APPEND will add the fields that are not present in the destination list, if there are matching field labels those will remained untouched, no custom field data will be deleted or modified using this option. UPDATE will update the common field_label fields in the destination list to the field definitions from the source list. custom field data may be modified or lost using this option. REPLACE will remove all existing custom fields in the destination list and replace them with the custom fields from the source list, all custom field data will be deleted using this option.</QXZ> |
| inbound_groups-group_id | Group ID | <QXZ>This is the short name of the inbound group, it is not editable after initial submission, must not contain any spaces and must be between 2 and 20 characters in length.</QXZ> |
| inbound_groups-group_name | Group Name | <QXZ>This is the description of the group, it must be between 2 and 30 characters in length. Cannot include dashes, pluses or spaces .</QXZ> |
| inbound_groups-group_color | Group Color | <QXZ>This is the color that displays in the agent client app when a call comes in on this group. It must be between 2 and 20 characters long. If this is a hex color definition you must remember to put a # at the beginning of the string or the agent screen will not work properly. If using an HTML-safe color name, be sure to make sure you spell it correctly. You can also use the -color chooser- to select a color.</QXZ> |
| inbound_groups-active | Active | <QXZ>This determines whether this inbound group is available to take calls. If this is set to inactive then the After Hours Action will be used on any calls coming into it.</QXZ> |
| inbound_groups-user_group | Admin User Group | <QXZ>This is the administrative user group for this inbound group, this allows admin viewing of this in-group restricted by user group. Default is --ALL-- which allows any admin user to view this in-group.</QXZ> |
| inbound_groups-callback_queue_calls | Callback Queue Calls | <QXZ>This will only show up if there are LIVE inbound callback queue calls waiting to be called back by agents when their turn arrives.</QXZ> |
| inbound_groups-group_calldate | In-Group Calldate | <QXZ>This is the last date and time that a call was directed to this inbound group.</QXZ> |
| inbound_groups-web_form_address | Web Form | <QXZ>This is the custom address that clicking on the WEB FORM button in the agent screen will take you to for calls that come in on this group. If you want to use custom fields in a web form address, you need to add &CF_uses_custom_fields=Y as part of your URL.</QXZ> |
| inbound_groups-next_agent_call | Next Agent Call | <QXZ>This determines which agent receives the next call that is available:</QXZ><BR> - <QXZ>random: orders by the random update value in the live_agents table</QXZ><BR> - <QXZ>oldest_call_start: orders by the last time an agent was sent a call. Results in agents receiving about the same number of calls overall.</QXZ><BR> - <QXZ>oldest_call_finish: orders by the last time an agent finished a call. AKA agent waiting longest receives first call.</QXZ><BR> - <QXZ>oldest_inbound_call_start: orders by the last time an agent was sent an inbound call. Results in agents receiving about the same number of calls overall.</QXZ><BR> - <QXZ>oldest_inbound_call_finish: orders by the last time an agent finished an inbound call. AKA agent waiting longest receives first call.</QXZ><BR> - <QXZ>oldest_inbound_filtered_call_start: orders by the last time an agent was sent an inbound call that was not of a filtered-out status, in-group or length.</QXZ><BR> - <QXZ>oldest_inbound_filtered_call_finish: orders by the last time an agent finished an inbound call that was not of a filtered-out status, in-group or length.</QXZ><BR> - <QXZ>overall_user_level: orders by the user_level of the agent as defined in the users table a higher user_level will receive more calls.</QXZ><BR> - <QXZ>inbound_group_rank: orders by the rank given to the agent for the specific inbound group. Highest to Lowest.</QXZ><BR> - <QXZ>campaign_rank: orders by the rank given to the agent for the campaign. Highest to Lowest.</QXZ><BR> - <QXZ>ingroup_grade_random: gives a higher probability of getting a call to the higher graded agents by in-group.</QXZ><BR> - <QXZ>campaign_grade_random: gives a higher probability of getting a call to the higher graded agents by campaign.</QXZ><BR> - <QXZ>fewest_calls: orders by the number of calls received by an agent for that specific inbound group. Least calls first.</QXZ><BR> - <QXZ>fewest_calls_campaign: orders by the number of calls received by an agent for the campaign. Least calls first.</QXZ><BR> - <QXZ>longest_wait_time: orders by the amount of time agent has been actively waiting for a call.</QXZ><BR> - <QXZ>ring_all: rings all available agents until one picks up the phone.</QXZ><BR> <QXZ>NOTES: For ring_all, the agents that are using phones that have On Hook Agent enabled will have their phones ring and the first one to answer will receive the call and the information on the agent screen. Since ring_all ignores agent wait time and ranking and will call every agent that is available for the queue, we do not recommend using this method for large queues. When using ring_all, agents logged with phones that have the On Hook Agent disabled will have to use the Calls In Queue panel and click on the TAKE CALL link to take calls in queue. The amount of time the agents phone will ring for ring_all is set to the On-Hook Ring Time setting or the shortest ring time of the phones that will be called. We do not recommend using ring_all on high call volume queues, or queues with many agents. The ring_all method is intended to be used with only a few agents and on low call volume in-groups.</QXZ><BR> - <QXZ>overall_user_level_wait_time: same as overall_user_level except will use longest waiting as secondary order.</QXZ><BR> - <QXZ>campaign_rank_wait_time: same as campaign_rank except will use longest waiting as secondary order.</QXZ><BR> - <QXZ>fewest_calls_wait_time: same as fewest_calls except will use longest waiting as secondary order.</QXZ><BR> - <QXZ>fewest_calls_campaign_wait_time: same as fewest_calls_campaign except will use longest waiting as secondary order.</QXZ><BR> - <QXZ>inbound_group_rank_wait_time: same as inbound_group_rank except will use longest waiting as secondary order.</QXZ> |
| inbound_groups-on_hook_ring_time | On-Hook Ring Time | <QXZ>This option is only used for agents that are logged in with phones that have the agent-on-hook feature enabled. This is the number of seconds that each call attempt to the agent will ring for until the system will wait one second and start ringing the available agent phones again. This field can be overridden if the agent phones are set to a lower ring time which may be necessary to prevent calls from being sent one phones voicemail. Default is 15.</QXZ> |
| inbound_groups-on_hook_cid | On-Hook CID | <QXZ>This option is only used for agents that are logged in with phones that have the agent-on-hook feature enabled. This is the caller ID that will show up on their agent phones when the calls are ringing. GENERIC is a generic RINGAGENT00000000001 type of notification. INGROUP will show only the in-group the call came from. CUSTOMER_PHONE will show only the customer phone number. CUSTOMER_PHONE_RINGAGENT will show RINGAGENT_3125551212 with the RINGAGENT as part of the CID with the customer phone number. CUSTOMER_PHONE_INGROUP will show the first 10 characters of the in-group followed by the customer phone number. Default is CUSTOMER_PHONE_RINGAGENT. If you are using Asterisk 13 or higher, only the RINGAGENT options will work properly.</QXZ> |
| inbound_groups-on_hook_cid_number | On-Hook CID Number | <QXZ>This option allows you to set a CID Number to be sent out with the On-Hook CID. If you put a Y, YES or CUSTOMER in this field, then the customer CID number will be sent to the ringing agent phone. If you put a different phone number, that number will be sent. Default is blank for disabled.</QXZ> |
| inbound_groups-agent_search_method | Agent Search Method Override | <QXZ>This setting will allow you to override the dialplan agent search method and force one only for this inbound group. LB will search for the next agent on any server to send the answered call to. SO will only search on the originating server for an agent to send the answered call to. Default is blank for disabled. WARNING, setting this to -SO- can result in a much higher number of dropped calls.</QXZ> |
| inbound_groups-queue_priority | Queue Priority | <QXZ>This setting is used to define the order in which the calls from this inbound group should be answered in relation to calls from other inbound groups.</QXZ> |
| inbound_groups-fronter_display | Fronter Display | <QXZ>This field determines whether the inbound agent would have the fronter name - if there is one - displayed in the Status field when the call comes to the agent.</QXZ> |
| inbound_groups-ingroup_script | Campaign Script | <QXZ>This menu allows you to choose the script that will appear on the agents screen for this campaign. Select NONE to show no script for this campaign.</QXZ> |
| inbound_groups-ignore_list_script_override | Ignore List Script Override | <QXZ>This option allows you to ignore the list ID Script Override option for calls coming into this In-Group. Setting this to Y will ignore any List ID script settings. Default is N.</QXZ> |
| inbound_groups-status_group_id | Status Group Override | <QXZ>If this field is set, this Status Group will be used instead of the campaign statuses for calls handled by agents from this inbound group. This does not affect System Statuses which will always be shown. Statuses defined within this status group will not be available with Campaign HotKeys unless they are defined in Campaign Statuses. Default is not set.</QXZ> |
| inbound_groups-get_call_launch | Get Call Launch | <QXZ>This menu allows you to choose whether you want to auto-launch the web-form page in a separate window, auto-switch to the SCRIPT, EMAIL, or CHAT tab ,emails and chats must be allowed to have those options available, or do nothing when a call is sent to the agent for this campaign. If custom list fields are enabled on your system, FORM will open the FORM tab upon connection of a call to an agent.</QXZ> |
| inbound_groups-browser_alert_sound | Agent Browser Call Alert Sound | <QXZ>This option will override the same campaign setting for calls from this inbound group, if not set to ---DISABLED---. Default is ---DISABLED---.</QXZ> |
| inbound_groups-group_handling | Group Handling | <QXZ>This menu allows you to choose what type of inbound activity this group should handle. PHONE means this in-group is for handling phone calls and will show under the In-Group section. EMAIL is for handling incoming emails and will cause the group to be listed under the Email Group section. CHAT is for handling customer chats and will cause the group to be listed under the Email Group section</QXZ> |
| inbound_groups-answer_signal | Answer Signal | <QXZ>If set to START, an Answer signal will be sent to the call as soon as it arrives in the In-Group. If set to ROUTE, an Answer signal will be sent to the call when it is routed away from the In-Group. If set to NONE, no Answer signal will be sent. Default is START.</QXZ> |
| inbound_groups-xferconf_a_dtmf | Xfer-Conf DTMF | <QXZ>These four fields allow for you to have two sets of Transfer Conference and DTMF presets. When the call or campaign is loaded, the agent screen will show two buttons on the transfer-conference frame and auto-populate the number-to-dial and the send-dtmf fields when pressed. If you want to allow Consultative Transfers, a fronter to a closer, have the agent use the CONSULTATIVE checkbox, which does not work for third party agent screen consultative calls. For those just have the agent click the Dial With Customer button. Then the agent can just LEAVE-3WAY-CALL and move on to their next call. If you want to allow Blind transfers of customers to an AGI script for logging or an IVR, then place AXFER in the number-to-dial field. You can also specify a custom extension after the AXFER, for instance if you want to do a call to a special IVR you have set to extension 83900 you would put AXFER83900 in the number-to-dial field.</QXZ> |
| inbound_groups-timer_action | Timer Action | <QXZ>This feature allows you to trigger actions after a certain amount of time. the D1 and D2 DIAL options will launch a call to the Transfer Conference Number presets and send them to the agent session, this is usually used for simple IVR validation AGI applications or just to play a pre-recorded message. WEBFORM will open the web form address. MESSAGE_ONLY will simply display the message that is in the field below. NONE will disable this feature and is the default. This setting will override the Campaign settings. HANGUP will hang up the call when the timer is triggered, CALLMENU will send the call to the Call Menu specified in the Timer Action Destination field, EXTENSION will send the call to the Extension that is specified in the Timer Action Destination field, IN_GROUP will send the call to the In-Group specified in the Timer Action Destination field.</QXZ> |
| inbound_groups-timer_action_message | Timer Action Message | <QXZ>This is the message that appears on the agent screen at the time the Timer Action is triggered.</QXZ> |
| inbound_groups-timer_action_seconds | Timer Action Seconds | <QXZ>This is the amount of time after the call is connected to the customer that the Timer Action is triggered. Default is -1 which is also inactive.</QXZ> |
| inbound_groups-timer_action_destination | Timer Action Destination | <QXZ>This field is where you specify the Call Menu, Extension or In-Group that you want the call sent to if the Time Action is set to CALLMENU, EXTENSION or IN_GROUP. Default is empty.</QXZ> |
| inbound_groups-drop_call_seconds | Drop Call Seconds | <QXZ>The number of seconds a call will stay in queue before being considered a DROP.</QXZ> |
| inbound_groups-drop_call_seconds_override | Drop Seconds Override Container | <QXZ>This setting will allow you to override the In-Group Drop Seconds setting based upon the day-of-the-week and the time-of-day. In a WEEKDAY_TIMERANGE_SECONDS Settings Container you can set multiple lines of overrides, one per line, for this In-Group using the following format with each field separated by commas,<br>day-of-week,start-time,end-time,drop-seconds-override<br>The <U>day-of-week</U> can be a single day, MONDAY, TUESDAY, WEDNESDAY, THURSDAY, FRIDAY, SATURDAY, SUNDAY or it can be set to ALLDAYS for all 7 days a week.<br>The <U>start-time</U> and <U>end-time</U> both need to each be set to a four-digit time, based on 24-hour time, such as 1700 for 5:00pm server time.<br>The <U>drop-seconds-override</U> needs to be a number of seconds.<br>For example, if you have a line like the following,<br>MONDAY,0900,0930,300<br>Then on Mondays only from 9:00am to 9:30am, the Drop Seconds will be 300 seconds instead of what it is set to in the In-Group Drop Seconds setting.<br>NOTE, if there is more than one entry that will match the day and time, the last one in the settings container will be the one that is used.<br>Here is an example DROP_SECONDS_OVERRIDE Settings Container entry,<br><br>;day-of-week,start-time,end-time,drop-seconds-override<br>ALLDAYS,1200,1300,600<br>MONDAY,0900,0930,300<br>FRIDAY,1515,1700,900<br>FRIDAY,1725,1730,60</QXZ> |
| inbound_groups-drop_action | Drop Action | <QXZ>This menu allows you to choose what happens to a call when it has been waiting for longer than what is set in the Drop Call Seconds field. HANGUP will simply hang up the call, MESSAGE will send the call the Drop Exten that you have defined below, VOICEMAIL will send the call to the voicemail box that you have defined below and IN_GROUP will send the call to the Inbound Group that is defined below. VMAIL_NO_INST will send the call to the voicemail box that you have defined below and will not play instructions after the voicemail message.</QXZ> |
| inbound_groups-drop_lead_reset | Drop Lead Reset | <QXZ>This option if set to Y, will set the lead called-since-last-reset field to N when the call is dropped and sent to an action like Message, Voicemail or Hangup. Default is N for disabled.</QXZ> |
| inbound_groups-drop_exten | Drop Exten | <QXZ>If Drop Action is set to MESSAGE, this is the dial plan extension that the call will be sent to if it reaches Drop Call Seconds. For AGENTDIRECT in-groups, if the user is unavailable, you can put AGENTEXT in this field and the system will look up the user custom five field and send the call to that dialplan number.</QXZ> |
| inbound_groups-voicemail_ext | Voicemail | <QXZ>If Drop Action is set to VOICEMAIL, the call DROP would instead be directed to this voicemail box to hear and leave a message. In an AGENTDIRECT in-group, setting this to AGENTVMAIL will select the User voicemail ID to use.</QXZ> |
| inbound_groups-drop_inbound_group | Drop Transfer Group | <QXZ>If Drop Action is set to IN_GROUP, the call will be sent to this inbound group if it reaches Drop Call Seconds.</QXZ> |
| inbound_groups-drop_callmenu | Drop Call Menu | <QXZ>If Drop Action is set to CALLMENU, the call will be sent to this call menu if it reaches Drop Call Seconds.</QXZ> |
| inbound_groups-action_xfer_cid | Action Transfer CID | <QXZ>Used for Drop, After-hours and No-agent-no-queue actions. This is the caller ID number that the call uses before it is transferred to extensions, messages, voicemail or call menus. You can use CUSTOMER in this field to use the customer phone number, or CAMPAIGN to use the first allowed campaign caller id number. Default is CUSTOMER. If this is a call that will go to a Call Menu and then back to an in-group, we suggest you use CUSTOMERCLOSER in this field, and also you need to set the In-Group Handle Method in the Call Menu to CLOSER.</QXZ> |
| inbound_groups-call_time_id | Call Time | <QXZ>This is the call time scheme to use for this inbound group. Keep in mind that the time is based on the server time. Default is 24hours.</QXZ> |
| inbound_groups-after_hours_action | After Hours Action | <QXZ>The action to perform if it is after hours as defined in the call time for this inbound group. HANGUP will immediately hangup the call, MESSAGE will play the file in the After Hours Message Filename field, EXTENSION will send the call to the After Hours Extension in the dialplan and VOICEMAIL will send the call to the voicemail box listed in the After Hours Voicemail field, IN_GROUP will send the call to the inbound group selected in the After Hours Transfer Group select list. Default is MESSAGE. VMAIL_NO_INST will send the call to the voicemail box that you have defined below and will not play instructions after the voicemail message.</QXZ> |
| inbound_groups-after_hours_lead_reset | After Hours Lead Reset | <QXZ>This option if set to Y, will set the lead called-since-last-reset field to N when the call is after hours and sent to an action like Message, Voicemail or Hangup. Default is N for disabled.</QXZ> |
| inbound_groups-after_hours_message_filename | After Hours Message Filename | <QXZ>The audio file located on the server to be played if the Action is set to MESSAGE. Default is vm-goodbye</QXZ> |