help_documentation
Σύνολο εγγραφών στον πίνακα: 1581
| help_id | help_title | help_text |
|---|---|---|
| inbound_groups-hold_time_option_seconds | Hold Time Option Seconds | <QXZ>If Hold Time Option is set to anything but NONE, this is the number of seconds of estimated hold time that will trigger the hold time option. Default is 360 seconds.</QXZ> |
| inbound_groups-hold_time_option_minimum | Hold Time Option Minimum | <QXZ>If Hold Time Option enabled, this is the minimum number of seconds the call must be waiting before it will be presented with the hold time option. The hold time option will immediately be presented at this time if the estimated hold time is greater than the Hold Time Option Seconds value. Default is 0 seconds.</QXZ> |
| inbound_groups-hold_time_lead_reset | Hold Time Option Lead Reset | <QXZ>This option if set to Y, will set the lead called-since-last-reset field to N when the Hold 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-hold_time_option_exten | Hold Time Option Extension | <QXZ>If Hold Time Option is set to EXTENSION, this is the dialplan extension that the call will be sent to if the estimated hold time exceeds the Hold Time Option Seconds. 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-hold_time_option_callmenu | Hold Time Option Callmenu | <QXZ>If Hold Time Option is set to CALL_MENU, this is the Call Menu that the call will be sent to if the estimated hold time exceeds the Hold Time Option Seconds.</QXZ> |
| inbound_groups-hold_time_option_voicemail | Hold Time Option Voicemail | <QXZ>If Hold Time Option is set to VOICEMAIL, this is the voicemail box that the call will be sent to if the estimated hold time exceeds the Hold Time Option Seconds. In an AGENTDIRECT in-group, setting this to AGENTVMAIL will select the User voicemail ID to use.</QXZ> |
| inbound_groups-hold_time_option_xfer_group | Hold Time Option Transfer In-Group | <QXZ>If Hold Time Option is set to IN_GROUP, this is the inbound group that the call will be sent to if the estimated hold time exceeds the Hold Time Option Seconds.</QXZ> |
| inbound_groups-hold_time_option_press_filename | Hold Time Option Press Filename | <QXZ>If Hold Time Option is set to one of the PRESS_ options, this is the filename prompt that is played if the estimated hold time exceeds the Hold Time Option Seconds to give the customer the option to press 1 on their phone to run the selected Hold Time Press Option. It is very important that this audio file is 10 seconds or less or there will be problems. Default is to-be-called-back.</QXZ> |
| inbound_groups-hold_time_option_no_block | Hold Time Option Press No Block | <QXZ>Setting this option to Y will allow calls in line behind a call where the Hold Time Option Press Filename prompt is playing to go to an agent if one becomes available while the message is playing. While the Hold Time Option Press Filename message is playing to a customer they cannot be sent to an agent. Default is N.</QXZ> |
| inbound_groups-hold_time_option_prompt_seconds | Hold Time Option Press Filename Seconds | <QXZ>This field needs to be set to the number of seconds that the Hold Time Option Press Filename plays for. Default is 10.</QXZ> |
| inbound_groups-hold_time_option_callback_filename | Hold Time Option After Press Filename | <QXZ>If Hold Time Option is set to one of the PRESS_ options or CALLERID_CALLBACK, this is the filename prompt that is played after the customer has pressed 1 or the call has been added to the callback list.</QXZ> |
| inbound_groups-hold_time_option_callback_list_id | Hold Time Option Callback List ID | <QXZ>If Hold Time Option is set to CALLERID_CALLBACK, this is the List ID the call is added to as a new lead if the estimated hold time exceeds the Hold Time Option Seconds.</QXZ> |
| inbound_groups-icbq_expiration_hours | Callback Queue Expire Hours | <QXZ>If a Hold Time or Wait Time Option is set to PRESS_CALLBACK_QUEUE, this is the maximum number of hours that an entry can stay in the inbound callback queue before it is removed without dialing it. Default is 96 hours.</QXZ> |
| inbound_groups-icbq_call_time_id | Callback Queue Call Time | <QXZ>For any inbound callback queue outbound calls to be placed, this is the local call time used to determine if the number can be dialed right now or not.</QXZ> |
| inbound_groups-icbq_dial_filter | Callback Queue Dial Filter | <QXZ>This option allows you to remove DNC numbers from your Callback Queue. You can use any combination of: Internal DNC List, Campaign DNC List tied to campaign of the list where the lead is, and Areacode DNC wildcard</QXZ> |
| inbound_groups-cid_cb_confirm_number | CID Callback Number Validation | <QXZ>If this option is enabled, the Caller ID Number of the customer will be checked for valid length, and optionally checked against a Filter Phone Group to determine if it is valid. This option will also play back the phone number to the customer and ask them to confirm that they want to use this number to be called back at. The customer will also have the option of entering in a different phone number to be called back at. The ONLY_IF_INVALID option will not ask the customer to confirm if the Caller ID number is valid. Default is NO for disabled.</QXZ> |
| inbound_groups-cid_cb_invalid_filter_phone_group | CID Callback Number Invalid Filter Phone Group | <QXZ>If CID Callback Number Validation is enabled, then this optional setting will check to see if the customer Caller ID Number is in the selected Filter Phone Group, and if it is the number will be considered invalid and the customer will be asked to enter in a phone number to be called back at. Default is empty, for disabled.</QXZ> |
| inbound_groups-cid_cb_valid_length | CID Callback Number Length | <QXZ>If CID Callback Number Validation is enabled, then this setting is where the length of a valid Caller ID number is input. You can enter more than one length number by separating them with a dash, so 10-11 would consider both ten and eleven digits to be valid Caller ID phone numbers. Default is 10.</QXZ> |
| inbound_groups-cid_cb_valid_filename | CID Callback Number Valid Filename | <QXZ>This is the audio prompt or prompts that the customer will hear if CID Callback Number Validation is set to YES and they have a valid Caller ID phone number. You can optionally have multiple prompts in this setting separated by a pipe character, and you can also optionally have the phone number spoken by using --PHONE-- as a part of the value for this setting. An example script for this audio prompt might look something like this - To receive a call back on this number 9876543210, please press 1, or press 2 if you want us to call you back on a different number. - Default is blank, for disabled.</QXZ> |
| inbound_groups-cid_cb_confirmed_filename | CID Callback Number Confirmed Filename | <QXZ>This is the audio prompt or prompts that the customer will hear if they have confirmed the phone number that they are to be called back on. You can optionally have multiple prompts in this setting separated by a pipe character, and you can also optionally have the phone number spoken by using --PHONE-- as a part of the value for this setting. An example script for this audio prompt might look something like this - That is great, we will keep your place in the queue and call you back on 9876543210 as soon as one of our team members is available. Thank you for calling. - Default is blank.</QXZ> |
| inbound_groups-cid_cb_enter_filename | CID Callback Number Enter Filename | <QXZ>This is the audio prompt that the customer will hear when they have been asked to enter the phone number that they want to be called back on. An example script for this audio prompt might look something like this - Using the keypad on your telephone, please enter the number you wish to be called back on including local area code or full mobile number followed by the pound key. - Default is blank.</QXZ> |
| inbound_groups-cid_cb_you_entered_filename | CID Callback Number You Entered Filename | <QXZ>This is the audio prompt that the customer will hear immediately after they have entered the phone number that they want to be called back on. An example script for this audio prompt might look something like this - Thanks, you have entered - Default is blank.</QXZ> |
| inbound_groups-cid_cb_press_to_confirm_filename | CID Callback Number Confirm Filename | <QXZ>This is the audio prompt that the customer will hear after the CID Callback Number You Entered Filename prompt and the number they have entered have both played after they have entered the phone number that they want to be called back on. An example script for this audio prompt might look something like this - Please press 1 to confirm this number or press 2 if this is incorrect and to enter the number again. - Default is blank.</QXZ> |
| inbound_groups-cid_cb_invalid_filename | CID Callback Number Invalid Filename | <QXZ>This is the audio prompt that the customer will hear if they have entered an invalid phone number to be called back at. After this prompt plays, the customer will be sent back to the CID Callback Number Enter Filename prompt. After entering an invalid number 2 times, the customer will be sent to the CID Callback Number Error prompt mentioned below. An example script for this audio prompt might look something like this - We are sorry but we cannot recognize the number that you have entered. - Default is blank.</QXZ> |
| inbound_groups-cid_cb_reenter_filename | CID Callback Number Reenter Filename | <QXZ>This is the audio prompt that the customer will hear if they have entered in a phone number but pressed 2 to not confirm the number they just entered. After this prompt plays, the customer will be sent back to the CID Callback Number Enter Filename prompt. An example script for this audio prompt might look something like this - Okay, lets try again. - Default is blank.</QXZ> |
| inbound_groups-cid_cb_error_filename | CID Callback Number Error Filename | <QXZ>This is the audio prompt that the customer will hear if they have entered in an invalid phone number twice. After this prompt plays, the customer will be sent back to queue. An example script for this audio prompt might look something like this - It looks like we are having some difficulty, so please hold and we will transfer you to one of our team members as soon as possible. - Default is blank.</QXZ> |
| inbound_groups-closing_time_action | Closing Time Action | <QXZ>This allows you to specify the routing of the call if the closing time of the in-group is reached while the call is still waiting for an agent, Closing time is the end of the Call Time that is defined for this in-group. Default is DISABLED. 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 above.</QXZ> |
| inbound_groups-closing_time_now_trigger | Closing Time Now Trigger | <QXZ>If Closing Time Action is enabled, this flag allows you to send all customers waiting in the queue to the Closing Time Action as defined above, before the actual closing time is reached for the day.</QXZ> |
| inbound_groups-closing_time_filename | Closing Time Press Filename | <QXZ>If Closing Time Option is set to one of the PRESS_ options, this is the filename prompt that is played if the in-group has reached the closing time for the day. It is very important that this audio file is 10 seconds or less or there will be problems.</QXZ> |
| inbound_groups-closing_time_end_filename | Closing Time End Filename | <QXZ>If Closing Time Option is set to one of the PRESS_ options or PRESS_CID_CALLBACK or PRESS_CALLBACK_QUEUE, this is the filename prompt that is played after the customer has pressed 1 or the call has been added to the callback list or queue.</QXZ> |
| inbound_groups-closing_time_lead_reset | Closing Time Option Lead Reset | <QXZ>This option if set to Y, will set the lead called-since-last-reset field to N when the Closing 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-closing_time_option_exten | Closing Time Option Extension | <QXZ>If Closing Time Option is set to EXTENSION, this is the dialplan extension that the call will be sent to if the Closing Time is reached. 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-closing_time_option_callmenu | Closing Time Option Callmenu | <QXZ>If Closing Time Option is set to CALL_MENU, this is the Call Menu that the call will be sent to if the Closing Time is reached.</QXZ> |
| inbound_groups-closing_time_option_voicemail | Closing Time Option Voicemail | <QXZ>If Closing Time Option is set to VOICEMAIL, this is the voicemail box that the call will be sent to if the Closing Time is reached. In an AGENTDIRECT in-group, setting this to AGENTVMAIL will select the User voicemail ID to use.</QXZ> |
| inbound_groups-closing_time_option_xfer_group | Closing Time Option Transfer In-Group | <QXZ>If Closing Time Option is set to IN_GROUP, this is the inbound group that the call will be sent to if the Closing Time is reached.</QXZ> |
| inbound_groups-closing_time_option_callback_list_id | Closing Time Option Callback List ID | <QXZ>If Closing Time Option is set to CALLERID_CALLBACK, this is the List ID the call is added to as a new lead if the Closing Time is reached.</QXZ> |
| inbound_groups-agent_search_list | Agent Screen Search List Restrict | <QXZ>If this field is populated with a List ID, and the campaign Agent Search In-Group List Restrict setting is enabled, and an agent receives a call from this In-Group, when they use the Lead Search function in their agent screen the results will be restricted to leads within this list ID. Default is blank for disabled.</QXZ> |
| inbound_groups-agent_alert_exten | Agent Alert Filename | <QXZ>The audio file to play to an agent to announce that a call is coming to the agent. To not use this function set this to X. Default is ding.</QXZ> |
| inbound_groups-agent_alert_delay | Agent Alert Delay | <QXZ>The length of time in milliseconds to wait before sending the call to the agent after playing the on Agent Alert Extension. Default is 1000.</QXZ> |
| inbound_groups-second_alert_trigger | Second Agent Alert Trigger | <QXZ>If enabled, this feature will play an audio alert if the trigger conditions are met. The PHONE option will check for a previous phone call from the same customer phone number being handled in this In-Group within a specified recent timeframe, defined by the Second Agent Alert Trigger Seconds setting below. The LEAD_ID option will check for a previous phone call by the same specific customer lead being handled in this In-Group within a specified recent timeframe. If the option has TO in it, then only calls that reached the end of their Drop Seconds timeout will be counted for the trigger. If the option has NQ in it, then calls that were handled No-Agent-No-Queue will also be counted for the trigger. Default is DISABLED.</QXZ> |
| inbound_groups-second_alert_trigger_seconds | Second Agent Alert Trigger Seconds | <QXZ>If the Second Agent Alert Trigger option above is enabled, this is the number of seconds into the past that the logs will be checked for a previous call. Default is 600 seconds, which is 10 minutes.</QXZ> |
| inbound_groups-second_alert_filename | Second Agent Alert Filename | <QXZ>The second audio file to play to an agent to announce that a call is coming to the agent. default is empty.</QXZ> |
| inbound_groups-second_alert_delay | Second Agent Alert Delay | <QXZ>The length of time in milliseconds to wait before sending the call to the agent after playing the on Second Agent Alert. Default is 1000.</QXZ> |
| ingroups-second_alert_container | Second Agent Alert Container | <QXZ>If set to something other than DISABLED, the selected INGROUP_LIST type of Settings Container will be used to search for a previous call in a list of In-Groups instead of just this In-Group. The Container should have one line per In-Group. Default is DISABLED.</QXZ> |
| inbound_groups-second_alert_only | Second Agent Alert Only | <QXZ>If enabled, and the second alert is to be played to the agent, this option will disabled the first agent alert. Default is DISABLED.</QXZ> |
| inbound_groups-third_alert_trigger | Third Agent Alert Trigger | <QXZ>If enabled, this feature will play an audio alert if the trigger conditions are met. The PHONE option will check for a previous phone call from the same customer phone number being handled in this In-Group within a specified recent timeframe, defined by the Third Agent Alert Trigger Seconds setting below. The LEAD_ID option will check for a previous phone call by the same specific customer lead being handled in this In-Group within a specified recent timeframe. If the option has TO in it, then only calls that reached the end of their Drop Seconds timeout will be counted for the trigger. If the option has NQ in it, then calls that were handled No-Agent-No-Queue will also be counted for the trigger. Default is DISABLED.</QXZ> |
| inbound_groups-third_alert_trigger_seconds | Third Agent Alert Trigger Seconds | <QXZ>If the Third Agent Alert Trigger option above is enabled, this is the number of seconds into the past that the logs will be checked for a previous call. Default is 600 seconds, which is 10 minutes.</QXZ> |
| inbound_groups-third_alert_filename | Third Agent Alert Filename | <QXZ>The third audio file to play to an agent to announce that a call is coming to the agent. default is empty.</QXZ> |
| inbound_groups-third_alert_delay | Third Agent Alert Delay | <QXZ>The length of time in milliseconds to wait before sending the call to the agent after playing the on Third Agent Alert. Default is 1000.</QXZ> |
| ingroups-third_alert_container | Third Agent Alert Container | <QXZ>If set to something other than DISABLED, the selected INGROUP_LIST type of Settings Container will be used to search for a previous call in a list of In-Groups instead of just this In-Group. The Container should have one line per In-Group. Default is DISABLED.</QXZ> |