help_documentation
Σύνολο εγγραφών στον πίνακα: 1581
| help_id | help_title | help_text |
|---|---|---|
| inbound_groups-third_alert_only | Third Agent Alert Only | <QXZ>If enabled, and the third alert is to be played to the agent, this option will disabled the first agent alert. Default is DISABLED.</QXZ> |
| inbound_groups-default_xfer_group | Default Transfer Group | <QXZ>This field is the default In-Group that will be automatically selected when the agent goes to the transfer-conference frame in their agent interface.</QXZ> |
| inbound_groups-ingroup_recording_override | In-Group Recording Override | <QXZ>This field allows for the overriding of the campaign call recording setting. This setting can be overridden by the user recording override setting. 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.</QXZ> |
| inbound_groups-routing_initiated_recordings | Routing Initiated Recording | <QXZ>This option, if enabled, allows you to have the call routing script for Inbound calls trigger the agent call recording instead of the agent screen. This option will only work if the recording option is set to ALLCALLS or ALLFORCE. This will not work with inbound on-hook agents. Default is N for disabled.</QXZ> |
| inbound_groups-ingroup_rec_filename | In-Group Recording Filename | <QXZ>This field will override the Campaign Recording Filenaming Scheme unless it is set to NONE. The allowed variables are CAMPAIGN INGROUP CUSTPHONE FULLDATE TINYDATE EPOCH AGENT VENDORLEADCODE LEADID CALLID RECID. If your dialers have --POST recording processing enabled, you can also use POSTVLC POSTSP POSTARRD3 POSTSTATUS. These POST options will alter the recording file name after the call has been finished and will replace the post variable with the value from the default fields. The default is FULLDATE_AGENT and would look like this 20051020-103108_6666. Another example is CAMPAIGN_TINYDATE_CUSTPHONE which would look like this TESTCAMP_51020103108_3125551212. The resulting filename must be less than 90 characters in length. Default is NONE.</QXZ> |
| inbound_groups-qc_enabled | QC Enabled | <QXZ>Setting this field to Y allows for the agent Quality Control features to work. Default is N.</QXZ> |
| inbound_groups-qc_statuses | QC Statuses | <QXZ>This area is where you select which statuses of leads should be gone over by the QC system. Place a check next to the status that you want QC to review. </QXZ> |
| inbound_groups-qc_statuses_id | QC Statuses ID | <QXZ>This area is where you select which "QC_TEMPLATE" settings container will be used to determine the call statuses that are eligible for QC evaluation in this ingroup. This will override both campaign and list "QC Statuses ID" settings. </QXZ> |
| inbound_groups-qc_shift_id | QC Shift | <QXZ>This is the shift timeframe used to pull QC records for an inbound_group. The days of the week are ignored for these functions.</QXZ> |
| inbound_groups-qc_get_record_launch | QC Get Record Launch | <QXZ>This allows one of the following actions to be triggered upon a QC agent receiving a new record.</QXZ> |
| inbound_groups-qc_show_recording | QC Show Recording | <QXZ>This allows for a recording that may be linked with the QC record to be display in the QC agent screen.</QXZ> |
| inbound_groups-qc_scorecard | QC Scorecard | <QXZ>This is the scorecard to be shown to the agent when evaluating a QC record.</QXZ> |
| inbound_groups-qc_web_form_address | QC WebForm Address | <QXZ>This is the website address that a QC agent can go to when clicking on the WEBFORM link in the QC screen.</QXZ> |
| inbound_groups-qc_script | QC Script | <QXZ>This is the script that can be used by QC agents in the SCRIPT tab in the QC screen.</QXZ> |
| inbound_groups-hold_recall_xfer_group | Hold Recall Transfer In-Group | <QXZ>If a customer calls back to this in-group more than once and this is not set to NONE, then the call will automatically be sent on to the In-Group selected in this field. Default is NONE.</QXZ> |
| inbound_groups-no_delay_call_route | No Delay Call Route | <QXZ>Setting this to Y will remove all wait times and audio prompts and attempt to send the call right to an agent. Does not override welcome message or on hold prompt settings. Default is N.</QXZ> |
| inbound_groups-answer_sec_pct_rt_stat_one | Stats Percent of Calls Answered Within X seconds | <QXZ>This field allows you to set the number of hold seconds that the realtime stats display will use to calculate the percentage of answered calls that were answered within X number of seconds on hold.</QXZ> |
| inbound_groups-enter_ingroup_url | Enter In-Group URL | <QXZ>This web URL address is called every time a call enters the queue, right before the system looks for an agent to send the call to. If the call leaves the In-Group before that time, such as for No-Agent No-Queue, Max Calls, After Hours, etc..., this URL will not be called. Default is blank.</QXZ> |
| inbound_groups-start_call_url | Start Call URL | <QXZ>This web URL address is not seen by the agent, but it is called every time a call is sent to an agent if it is populated. Uses the same variables as the web form fields and scripts. Default is blank.</QXZ> |
| inbound_groups-dispo_call_url | Dispo Call URL | <QXZ>This web URL address is not seen by the agent, but it is called every time a call is dispositioned by an agent if it is populated. Uses the same variables as the web form fields and scripts. dispo, talk_time and term_reason are the variables you can use to retrieve the agent-defined disposition for the call and the actual talk time in seconds of the call as well as how the call was ended. Default is blank.</QXZ> <QXZ>If you put ALT into this field and submit this form, you will be able to go to a separate page where you can define multiple URLs for this action as well as specific statuses that will trigger them.</QXZ> <QXZ>If you want the campaign Dispo Call URL to be used for inbound calls, then put CAMP into this field.</QXZ> |
| inbound_groups-na_call_url | No Agent Call URL | <QXZ>This web URL address is not seen by the agent, but if it is populated it is called every time a call that is not handled by an agent is hung up or transferred. Uses the same variables as the web form fields and scripts. --A--dispo--B-- can be used to retrieve the system-defined disposition for the call. This URL can NOT be a relative path. Default is blank.</QXZ> <QXZ>Custom Fields are not available with this feature. If the Wait time, On-Hold Prompt or other settings are not set properly in this In-Group, then this feature may not function properly. If you put ALT into this field and submit this form, you will be able to go to a separate page where you can define multiple URLs for this action as well as specific statuses that will trigger them.</QXZ> |
| inbound_groups-waiting_call_url_on | Waiting Call URL On | <QXZ>This feature allows you to trigger a URL when there are calls waiting in this In-Group. The -On- URL will be sent the first time a call is waiting, and no more will be sent as long as there are still calls from this In-Group waiting in the queue. The -Off- URL will be sent as soon as there are no calls waiting for this In-Group anymore. This feature was created to allow for a remote power switch to be triggered to light up a flashing light to notify agents in a call center room that there were calls waiting for them. For this feature to work, both the -On- and -Off- URLs must be filled in. Default is -empty- for disabled.</QXZ> |
| inbound_groups-add_lead_url | Add Lead URL | <QXZ>This web URL address is not seen by the agent, but it is called every time a lead is added to the system through the inbound process. Default is blank. You must begin this URL with VAR if you want to use variables, and of course --A-- and --B-- around the actual variable in the URL where you want to use it. Here is the list of variables that are available for this function. lead_id, vendor_lead_code, list_id, phone_number, phone_code, did_id, did_extension, did_pattern, did_description, uniqueid</QXZ> |
| inbound_groups-add_lead_timezone | Add Lead Timezone | <QXZ>This is the method that the system will use to determine the current timezone when a lead is created when a call is being routed through this in-group. SERVER will use the current timezone of the server. PHONE_CODE_AREACODE will look up the timezone based on the phone code set in the lead and the areacode of the phone number. Default is SERVER.</QXZ> |
| inbound_groups-default_group_alias | Default Group Alias | <QXZ>If you have allowed Group Aliases for the campaign that the agent is logged into then this is the group alias that is selected first by default on a call coming in from this inbound group when the agent chooses to use a Group Alias for an outbound manual call. Default is NONE or empty.</QXZ> |
| inbound_groups-dial_ingroup_cid | Dial In-Group CID | <QXZ>If the agent campaign allows for Manual In-Group Dialing, this caller ID number will be sent as the outgoing CID of the phone call if it is populated, overriding the campaign settings and list CID override setting. Default is empty.</QXZ> |
| inbound_groups-extension_appended_cidname | Extension Append CID | <QXZ>If enabled, the calls coming in from this in-group will have a space and the phone extension of the agent appended to the end of the CallerID name for the call before it is sent to the agent. Default is N for disabled. If USER is part of the option, then the user ID will be used instead of the phone extension. If WITH_CAMPAIGN is used, then another spae and the campaign ID will be included as well.</QXZ> |
| inbound_groups-uniqueid_status_display | Uniqueid Status Display | <QXZ>If enabled, when an agent receives a call through this in-group they will see the uniqueid of the call added to the status line in their agent interface. The PREFIX option will add the prefix, defined below, to the beginning of the uniqueid in the display. Default is DISABLED. If there was already a Uniqueid defined on a call entering this in-group, then the original uniqueid will be displayed. If the PRESERVE option is used and the call is sent to a second agent, the uniqueid and prefix displayed to the first agent will also be displayed to the second agent.</QXZ> |
| inbound_groups-uniqueid_status_prefix | Uniqueid Status Prefix | <QXZ>If PREFIX option is selected above then this is the value of that prefix. Default is empty.</QXZ> |
| inbound_groups-customer_chat_screen_colors | Customer Chat Screen Colors | <QXZ>This option allows you to select the colors and logo that the customer will see when they use the chat screen. default is the default blue color scheme.</QXZ> |
| inbound_groups-customer_chat_survey_link | Customer Chat Survey Link | <QXZ>This option allows you to define a link that the customer can go to after their chat session is over so that they can take a survey. If no link is defined then the customer will not be presented with a link. default is the empty.</QXZ> |
| inbound_groups-customer_chat_survey_text | Customer Chat Survey Text | <QXZ>If the Survey Link above is populated, then this field can be used to define the text that is shown to the customer for them to click on to go to the survey link. default is the empty, in which case -PLEASE TAKE OUR SURVEY- will be used.</QXZ> |
| inbound_groups-populate_lead_ingroup | Populate Lead In-Group | <QXZ>If this option is ENABLED, then when a new lead is created when going into an In-Group, the security_phrase or Show field will be populated with the Group ID of the In-Group. Default is ENABLED.</QXZ> |
| inbound_groups-state_descriptions | State Descriptions Banner | <QXZ>If this option is set to a valid STATE_DESCRIPTIONS container type, and the agent is logged into a campaign with State Descriptions Banner enabled, then a banner will be displayed in the agent screen below the current call status banner near the top of the screen when a call is delivered to the agent. This option will override the campaign setting for calls from this In-Group. This field uses the lead -state- field value. You can use any HTML-safe color for these. If the state is blank, you can set a blank value in the container to set a description for them. The Default is DISABLED. The STATE_DESCRIPTIONS container entry should have one state per line with 3 fields on every line separated by a commas: State,Color,Description. For example:<br>FL,Yellow,Florida Sunshine<br>GA,PeachPuff,Georgia Peaches<BR>WI,Orange,Wisconsin Cheeses</QXZ> |
| inbound_groups-populate_lead_province | Populate Lead Province | <QXZ>If this option is not DISABLED, then the system will look up the original DID that the inbound call came in on and populate one of the listed DID fields in the province field on the customer lead. The OW options will overwrite the province field every time the call enters this In-Group. Default is DISABLED.</QXZ> |
| inbound_groups-populate_lead_owner | Populate Lead Owner | <QXZ>If this option is not DISABLED, then the system will look up the original DID that the inbound call came in on and populate one of the listed DID fields in the owner field on the customer lead. The OW options will overwrite the owner field every time the call enters this In-Group. If the OWNERCUSTOM option is used, then the owner field will only be populated with the value used to search for the lead with, if that Handle Method was used. Default is DISABLED.</QXZ> |
| inbound_groups-populate_state_areacode | Populate Lead State Areacode | <QXZ>If this option is not DISABLED, then the system will look up the state that the areacode of the phone number is from and populate the state field with that value. If the OVERWRITE_ALWAYS option is selected, then every time that lead goes through this in-group, the state field will be looked up and populated again. Default is DISABLED.</QXZ> |
| inbound_groups-inbound_survey | After Call Survey | <QXZ>If this option is ENABLED, then the customer calling in to this In-Group will be asked if they would like to participate in a survey after their call has been handled by an agent. Default is DISABLED.</QXZ> |
| inbound_groups-inbound_survey_filename | After Call Survey Accept Filename | <QXZ>If the After Call Survey option is enabled above, this is the filename of the audio prompt that is played to ask the customer if they want to participate in the survey.</QXZ> |
| inbound_groups-inbound_survey_accept_digit | After Call Survey Accept Digit | <QXZ>If the After Call Survey option is enabled above, this is the digit that the customer must press to have their call set to take a survey after the agent has handled their call.</QXZ> |
| inbound_groups-inbound_survey_question_filename | After Call Question Filename | <QXZ>If the After Call Survey option is enabled above, and if the customer has chosen to take the survey, this is the audio prompt filename that will play the question to the customer. The response to this survey question will be stored in the live_inbound_log database table.</QXZ> |
| inbound_groups-inbound_survey_callmenu | After Call End Call Menu | <QXZ>If the After Call Survey option is enabled above, this is the Call Menu that the customer will be sent to after the customer has responded to the survey question. This option can allow the customer to answer additional questions within Call Menus if desired. If this field is blank, the customer phone call will be hung up after they respond to the question.</QXZ> |
| inbound_groups-customer_chat_link | Customer Chat Link | <QXZ>Clicking this link will take you to the customer chat interface for this in-group. You can use this link as a direct link on your website for a customer chat feature. The first link will go to a page in an IFRAME, the Second Link will go directly to a page that you can put into your own IFRAME. The Chat URL System Setting should look like one of these links without what is after the question mark.</QXZ> |
| inbound_groups-custom_fields | Custom In-Group Fields | <QXZ>These five custom In-Group fields allow you to define variables that can be used in agent scripts, webforms and Dispo Call URL variables for calls handled through this Inbound Group on a per-ingroup basis. These variables can be called with --A--ig_custom_one--B-- for the Custom 1 field. Default is blank.</QXZ> |
| inbound_dids-did_pattern | DID Extension | <QXZ>This is the number, extension or DID that will trigger this entry and that you will route within the system using this function. There is a reserved default DID that you can use which is just the word -default- without the dashes, that will allows you to send any call that does not match any other existing patterns to the default DID.</QXZ> |
| inbound_dids-did_description | DID Description | <QXZ>This is the description of the DID routing entry.</QXZ> |
| inbound_dids-did_carrier_description | DID Carrier Description | <QXZ>This is another description field for the DID, to be used to describe the carrier of this DID. It is not used for any other purpose in the system.</QXZ> |
| inbound_dids-did_active | DID Active | <QXZ>This the field where you set the DID entry to active or not. Default is Y.</QXZ> |
| inbound_dids-user_group | Admin User Group | <QXZ>This is the administrative user group for this did, this allows admin viewing of this did restricted by user group. Default is --ALL-- which allows any admin user to view this did.</QXZ> |
| inbound_dids-did_route | DID Route | <QXZ>This the type of route that you set the DID to use. EXTEN will send calls to the extension entered below, VOICEMAIL will send calls directly to the voicemail box entered below, AGENT will send calls to an agent if they are logged in, PHONE will send the call to a phones entry selected below, IN_GROUP will send calls directly to the specified inbound group. Default is EXTEN. CALLMENU will send the call to the defined Call Menu. 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> |