help_documentation
Σύνολο εγγραφών στον πίνακα: 1581
| help_id | help_title | help_text |
|---|---|---|
| inbound_groups-after_hours_exten | After Hours Extension | <QXZ>The dialplan extension to send the call to if the Action is set to EXTENSION. Default is 8300. For AGENTDIRECT in-groups, 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-after_hours_voicemail | After Hours Voicemail | <QXZ>The voicemail box to send the call to if the Action is set to VOICEMAIL. In an AGENTDIRECT in-group, setting this to AGENTVMAIL will select the User voicemail ID to use.</QXZ> |
| inbound_groups-afterhours_xfer_group | After Hours Transfer Group | <QXZ>If After Hours Action is set to IN_GROUP, the call will be sent to this inbound group if it enters the in-group outside of the call time scheme defined for the in-group.</QXZ> |
| inbound_groups-after_hours_callmenu | After Hours Call Menu | <QXZ>If After Hours Action is set to CALLMENU, the call will be sent to this Call Menu if it enters the in-group outside of the call time scheme defined for the in-group.</QXZ> |
| inbound_groups-no_agent_no_queue | No Agents No Queueing | <QXZ>If this field is set to Y, NO_READY or NO_PAUSED then no calls will be put into the queue for this in-group if there are no agents logged in and the calls will go to the No Agent No Queue Action. The NO_PAUSED option will also not send the callers into the queue if there are only paused agents in the in-group. The NO_READY option will also not send the callers into the queue if there are no agents ready to take the call in the in-group. Default is N. In an AGENTDIRECT in-group, setting this to AGENTVMAIL will select the User voicemail ID to use. You can also put AGENTEXT in this field if it is set to EXTENSION and the system will look up the user custom five field and send the call to that dialplan number. If set to N, the calls will queue up, even if there are no agents logged in and set to take calls from this in-group.</QXZ> |
| inbound_groups-no_agent_action | No Agent No Queue Action | <QXZ>If No Agent No Queue is enabled, then this field defines where the call will go if there are no agents in the In-Group. Default is MESSAGE, this plays the sound files in the Action Value field and then hangs up.</QXZ> |
| inbound_groups-no_agent_delay | No Agent No Queue Delay | <QXZ>The number of seconds after the call arrives in the In-Group before the No Agent No Queue checking process will run. Default is 0 seconds.</QXZ> |
| inbound_groups-nanq_lead_reset | No Agent No Queue Lead Reset | <QXZ>This option if set to Y, will set the lead called-since-last-reset field to N when No agent no queue is triggered and the call is sent to an action like Message, Voicemail or Hangup. Default is N for disabled.</QXZ> |
| inbound_groups-no_agent_action_value | No Agent No Queue Action Value | <QXZ>This is the value for the Action above. Default is</QXZ>: nbdy-avail-to-take-call|vm-goodbye. |
| inbound_groups-in_queue_nanque | In-Queue No Agents Check | <QXZ>If this field is set to Y, NO_READY, NO_PAUSED_EXCEPTIONS or NO_PAUSED then while calls are in the queue waiting for an agent, the system will check for available agents, and if there are no agents logged in the calls will go to the No Agent No Queue Action. The NO_PAUSED option will also not keep the callers in the queue if there are only paused agents in the in-group. The NO_PAUSED_EXCEPTIONS option will also not keep the callers in the queue if there are only paused agents in the in-group with the pause codes that appear in the selected list of pause codes. The NO_READY option will also not keep the callers in the queue if there are no agents ready to take the call in the in-group. Default is N. For details on where the calls will be sent, see the No Agent No Queue Action section above.</QXZ> |
| inbound_groups-in_queue_nanque_exceptions | In-Queue No Agents Pause Exceptions | <QXZ>If the In-Queue No Agents Check setting above is set to NO_PAUSED_EXCEPTIONS, then this is where you select the Settings Container, of the PAUSE_CODES_LIST container type, that will have the list of pause codes, one per line, that will be used to match against in determining whether to allow calls to stay in that in-group queue or not. Default is -blank-.</QXZ> |
| inbound_groups-max_calls_method | Max Calls Method | <QXZ>This option can enable the maximum concurrent calls feature for this in-group. If set to TOTAL, then the total number of calls being handled by agents and in queue in this in-group will not be allowed to exceed the Max Calls Count number of lines as defined below. If set to IN_QUEUE, then if the number of calls in queue waiting for agents will not be allowed to exceed the Max Calls Count no matter how many calls are with agents for this in-group. Default is DISABLED.</QXZ> |
| inbound_groups-max_calls_count | Max Calls Count | <QXZ>This option must be set higher than 0 if you want to use the Max Calls Method feature. Default is 0.</QXZ> |
| inbound_groups-max_calls_action | Max Calls Action | <QXZ>This is the action to be taken if the Max Calls Method is enabled and the number of calls exceeds what is set above in the Max Calls Count setting. The calls above that amount will be sent to either the DROP action, the AFTERHOURS action or the NO_AGENT_NO_QUEUE action and will be logged as a MAXCAL status with a MAXCALLS hangup reason. Default is NO_AGENT_NO_QUEUE.</QXZ> |
| inbound_groups-areacode_filter | Areacode Filter | <QXZ>This feature allows you to filter calls that have been waiting in queue by the areacode of the customer phone number. The areacodes are defined on a per In-Group basis using the Areacode List modification page that you can get to by clicking on the areacode filter list link to the right. The ALLOW_ONLY option will only allow those customer phone numbers that begin with the areacodes included in the areacode filter list to continue waiting in the queue. The DROP_ONLY option will only drop those customer phone numbers that begin with the areacodes included in the areacode filter list. Areacodes in the filter list can be from 1 to 6 digits in length. Default is DISABLED.</QXZ> |
| inbound_groups-areacode_filter_seconds | Areacode Filter Seconds | <QXZ>If the Areacode Filter feature above is enabled, then this field is where you set the number of seconds waiting in the queue that the feature is excuted. Default is 10 seconds.</QXZ> |
| inbound_groups-areacode_filter_action | Areacode Filter Action | <QXZ>If the Areacode Filter feature above is enabled, this is the action taken on the phone call as it is dropped out of this in-group. Default is MESSAGE.</QXZ> |
| inbound_groups-welcome_message_filename | Welcome Message Filename | <QXZ>The audio file located on the server to be played when the call comes in. If set to ---NONE--- then no message will be played. Default is ---NONE---. This field as with the other audio fields in In-Groups, with the exception of the Agent Alert Filename, can have multiple audio files played if you put a pipe-separated list of audio files into the field. It is important to note that the customer phone call will not actually enter the queue to be sent to an agent until after this message has been played. If you want to avoid this, consider instead putting a welcome message at the beginning of the Music on Hold that you have defined for this In-Group.</QXZ> |
| inbound_groups-play_welcome_message | Play Welcome Message | <QXZ>These settings select when to play the defined welcome message, ALWAYS will play it every time, NEVER will never play it, IF_WAIT_ONLY will only play the welcome message if the call does not immediately go to an agent, and YES_UNLESS_NODELAY will always play the welcome message unless the NO_DELAY setting is enabled. Default is ALWAYS.</QXZ> |
| inbound_groups-moh_context | Music On Hold Context | <QXZ>The music on hold context to use when the customer is placed on hold. Default is default.</QXZ> |
| inbound_groups-onhold_prompt_filename | On Hold Prompt Filename | <QXZ>The audio file located on the server to be played at a regular interval when the customer is on hold. Default is generic_hold. This audio file MUST be 9 seconds or less in length. If this prompt is too long, it can cause calls to not be routed properly. We usually recommend not using this feature, and instead putting a periodic audio message within the Music on Hold plan that you have defined for this in-group.</QXZ> |
| inbound_groups-prompt_interval | On Hold Prompt Interval | <QXZ>The length of time in seconds to wait before playing the on hold prompt. Default is 60. To disable the On Hold Prompt, set the interval to 0.</QXZ> |
| inbound_groups-onhold_prompt_no_block | On Hold Prompt No Block | <QXZ>Setting this option to Y will allow calls in line behind a call where the on hold prompt is playing to go to an agent if one becomes available while the message is playing. While the On Hold Prompt Filename message is playing to a customer they cannot be sent to an agent. Default is N.</QXZ> |
| inbound_groups-onhold_prompt_seconds | On Hold Prompt Seconds | <QXZ>This field needs to be set to the number of seconds that the On Hold Prompt Filename plays for. This audio file MUST be 9 seconds or less in length. Default is 9. It is important that this value is set to the actual lemgth of the On-Hold Prompt, and is not greater than the length of that prompt.</QXZ> |
| inbound_groups-play_place_in_line | Play Place in Line | <QXZ>This defines whether the caller will hear their place in line when they enter the queue as well as when they hear the announcement. Default is N.</QXZ> |
| inbound_groups-place_in_line_caller_number_filename | Place in Line Caller Number | <QXZ>If the Play Place in Line feature is enabled, this option defines the audio prompt played when the customer hears what place they are in line -you are currently caller number-. Default is -queue-thereare-.</QXZ> |
| inbound_groups-place_in_line_you_next_filename | Place in Line You Are Next Filename | <QXZ>If the Play Place in Line feature is enabled, this option defines the audio prompt played when the customer hears that they are next in line -your call is now first in line-. Default is -queue-youarenext-.</QXZ> |
| inbound_groups-play_estimate_hold_time | Play Estimated Hold Time | <QXZ>This defines whether the caller will hear the estimated hold time before they are transferred to an agent. Default is N. If the customer is on hold and hears this estimated hold time message, the minimum time that will be played is 15 seconds.</QXZ> |
| inbound_groups-calculate_estimated_hold_seconds | Calculate Estimated Hold Seconds | <QXZ>This defines the number of seconds into the queue that the customer will wait before the Estimated Hold Time will be calculated and optionally played. Minimum is 3 seconds, even if set lower than 3. Default is 0.</QXZ> |
| inbound_groups-eht_minimum_prompt_filename | Estimated Hold Time Minimum Filename | <QXZ>If the Estimated Hold Time is active and it is calculated to be at or below the minimum of 15 seconds, then this prompt file will be played instead of the default announcement. Default is Empty for inactive.</QXZ> |
| inbound_groups-eht_minimum_prompt_no_block | Estimated Hold Time Minimum Prompt No Block | <QXZ>If Estimated Hold Time is active and the Estimated Hold Time Minimum Filename field above is filled-in, then this option to allow calls in line behind a call where the prompt is playing to go to an agent if one becomes available while the message is playing. While the prompt is playing to a customer they cannot be sent to an agent. Default is N.</QXZ> |
| inbound_groups-eht_minimum_prompt_seconds | Estimated Hold Time Minimum Prompt Seconds | <QXZ>This field needs to be set to the number of seconds that the Estimated Hold Time Minimum Filename prompt plays for. Default is 10.</QXZ> |
| inbound_groups-wait_time_option | Wait Time Option | <QXZ>This allows you to give customers options to leave the queue if their wait time is over the amount of seconds specified below. Default is NONE. If one of the PRESS_ options is selected, it will play the Press Filename defined below and give the customer the option to press 1 on their phone to leave the queue and run the selected option. The PRESS_STAY option will send the customer back to the queue without loosing their place in line. The PRESS_CALLBACK_QUEUE option will preserve the caller place in line and will call the customer back when their place is the next one to go to an agent, this inbound callback queue entry will last until the call is placed back to the customer or as long as the Callback Queue Expire Hours setting below.</QXZ> |
| inbound_groups-wait_time_second_option | Wait Time Second Option | <QXZ>Same as the first Wait Time Option field above, except this one will check for the customer pressing the 2 key. Default is NONE. If no first Wait Time Option is selected then this option will not be offered.</QXZ> |
| inbound_groups-wait_time_third_option | Wait Time Third Option | <QXZ>Same as the first Wait Time Option field above, except this one will check for the customer pressing the 3 key. Default is NONE. If no Second Wait Time Option is selected then this option will not be offered.</QXZ> |
| inbound_groups-wait_time_option_seconds | Wait Time Option Seconds | <QXZ>If Wait Time Option is set to anything but NONE, this is the number of seconds that the customer has been waiting in queue that will trigger the wait time options. Default is 120 seconds. It is recommended that this not be set to less time than it takes to play any welcome messages that have been defined for this In-Group.</QXZ> |
| inbound_groups-wait_time_lead_reset | Wait Time Option Lead Reset | <QXZ>This option if set to Y, will set the lead called-since-last-reset field to N when the Wait Time Option is triggered and the call is sent to an action like Message, Voicemail or Hangup. Default is N for disabled.</QXZ> |
| inbound_groups-wait_time_option_exten | Wait Time Option Extension | <QXZ>If Wait Time Option is set to PRESS_EXTEN, this is the dialplan extension that the call will be sent to if the customer presses the option key when presented with the option. For AGENTDIRECT in-groups, 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-wait_time_option_callmenu | Wait Time Option Callmenu | <QXZ>If Wait Time Option is set to PRESS_CALLMENU, this is the Call Menu that the call will be sent to if the customer presses the option key when presented with the option.</QXZ> |
| inbound_groups-wait_time_option_voicemail | Wait Time Option Voicemail | <QXZ>If Wait Time Option is set to PRESS_VMAIL, this is the voicemail box that the call will be sent to if the customer presses the option key when presented with the option. In an AGENTDIRECT in-group, setting this to AGENTVMAIL will select the User voicemail ID to use.</QXZ> |
| inbound_groups-wait_time_option_xfer_group | Wait Time Option Transfer In-Group | <QXZ>If Wait Time Option is set to PRESS_INGROUP, this is the inbound group that the call will be sent to if the customer presses the option key when presented with the option.</QXZ> |
| inbound_groups-wait_time_option_press_filename | Wait Time Option Press Filename | <QXZ>If Wait Time Option is set to one of the PRESS_ options, this is the filename prompt that is played if the customer wait time exceeds the Wait Time Option Seconds to give the customer the option to press 1, 2 or 3 on their phone to run the selected Wait Time Press options. It is very important that you include options in the audio file for all of your selected Wait Time Options, and that the audio file length in seconds is properly defined in the Filename Seconds field below or there will be problems. Default is to-be-called-back.</QXZ> |
| inbound_groups-wait_time_option_no_block | Wait Time Option Press No Block | <QXZ>Setting this option to Y will allow calls in line behind a call where the Wait Time Option Press Filename prompt is playing to go to an agent if one becomes available while the message is playing. While the Wait Time Option Press Filename message is playing to a customer they cannot be sent to an agent. Default is N.</QXZ> |
| inbound_groups-wait_time_option_prompt_seconds | Wait Time Option Press Filename Seconds | <QXZ>This field needs to be set to the number of seconds that the Wait Time Option Press Filename plays for. Default is 10.</QXZ> |
| inbound_groups-wait_time_option_callback_filename | Wait Time Option After Press Filename | <QXZ>If Wait Time Option is set to one of the PRESS_ options, this is the filename prompt that is played after the customer has pressed 1, 2 or 3.</QXZ> |
| inbound_groups-wait_time_option_callback_list_id | Wait Time Option Callback List ID | <QXZ>If Wait Time Option is set to PRESS_CID_CALLBACK, this is the List ID the call is added to as a new lead if the customer presses the option key when presented with the option.</QXZ> |
| inbound_groups-wait_hold_option_priority | Wait Hold Option Priority | <QXZ>If both Estimated Hold Time options and Wait Time options are active, this setting will define whether one, the other or both of these features are active. For example, if the Estimated Hold Time Option is set to 360, the Wait Time option is set to 120 and the customer has been waiting for 120 seconds and there are still 400 seconds estimated hold time, then they are both active at the same time and this setting will be checked to see what options will be offered. Default is WAIT only.</QXZ> |
| inbound_groups-hold_time_option | Estimated Hold Time Option | <QXZ>This allows you to specify the routing of the call if the estimated hold time is over the amount of seconds specified below. Default is NONE. If one of the PRESS_ options is selected, it will play the Press Filename defined below and give the customer the option to press 1 on their phone to leave the queue and run the selected option. The PRESS_CALLBACK_QUEUE option will preserve the caller place in line and will call the customer back when their place is the next one to go to an agent, this inbound callback queue entry will last until the call is placed back to the customer or as long as the Callback Queue Expire Hours setting below.</QXZ> |
| inbound_groups-hold_time_second_option | Hold Time Second Option | <QXZ>Same as the first Hold Time Option field above, except this one will check for the customer pressing the 2 key. Default is NONE. If no first Hold Time Option is selected then this option will not be offered.</QXZ> |
| inbound_groups-hold_time_third_option | Hold Time Third Option | <QXZ>Same as the first Hold Time Option field above, except this one will check for the customer pressing the 3 key. Default is NONE. If no Second Hold Time Option is selected then this option will not be offered.</QXZ> |