help_documentation
Σύνολο εγγραφών στον πίνακα: 1581
| help_id | help_title | help_text |
|---|---|---|
| call_menu-dtmf_field | Log Field | <QXZ>If the Log Key Press option is enabled, this optional setting can allow the response to also be stored in this list field. vendor_lead_code, source_id, phone_code, title, first_name, middle_initial, last_name, address1, address2, address3, city, state, province, postal_code, country_code, alt_phone, email, security_phrase, comments, rank, owner, status, user. Default is NONE for disabled.</QXZ> |
| call_menu-alt_dtmf_log | Alt DTMF Log | <QXZ>This option if enabled will log the DTMF key press by the caller in this Call Menu to a separate database table. Default is 0 for disabled.</QXZ> |
| call_menu-question | Question | <QXZ>If the Alt DTMF Log option is enabled, this is the question number that the response will be logged to. Default is blank for disabled.</QXZ> |
| call_menu-answer_signal | Beginning Answer Signal | <QXZ>If enabled, an Answer signal will be sent to the call before the Menu Prompt is played. Default is Y.</QXZ> |
| call_menu-option_value | Option Value | <QXZ>This field is where you define the menu option, possible choices are: 0,1,2,3,4,5,6,7,8,9,*,#,A,B,C,D,TIMECHECK. The special option TIMECHECK can be used only if you have Menu Time Check enabled and there is a Call Time defined for the Menu. To delete an Option, just set the Route to REMOVE and the option will be deleted when you click the SUBMIT button. TIMEOUT will allow you to set what happens to the call when it times out with no input from the caller. INVALID will allow you to set what happens when the caller enters an invalid option. INVALID_2ND and 3RD can only be active if INVALID is not used, it will wait until the second or third invalid entry by the caller before it executes the option.</QXZ> |
| call_menu-option_description | Option Description | <QXZ>This field is where you can describe the option, this description will be put into the dialplan as a comment above the option.</QXZ> |
| call_menu-option_route | Option Route | <QXZ>This menu contains the options for where to send the call if this option is selected: CALLMENU,INGROUP,DID,HANGUP,EXTENSION,PHONE. For CALLMENU, the Route Value should be the Menu ID of the Call Menu that you want the call sent to. For INGROUP, the In-Group that you want the call to be sent to needs to be selected as well as the other 5 options that need to be set to properly route a call to an Inbound Group. For DID, the Route Value needs to be the DID pattern that you want to send the call to. For HANGUP, the Route Value can be the name of an audio file to play before hanging up the call. For EXTENSION, the Route Value needs to be the dialplan extension you want to send the call to, and the Route Value Context is the context that extension is located in, if left blank the context will default to default. For PHONE, the Route Value needs to be the phone login value for the phones entry that you want to send the call to. For VOICEMAIL, the Route Value needs to be the voicemail box number, the unavailable message will be played. For AGI, the Route Value needs to be the agi script and any values that need to be passed to it. 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> |
| call_menu-option_route_value | Option Route Value | <QXZ>This field is where you enter the value that defines where in the selected Option Route that the call is to be directed to.</QXZ> |
| call_menu-option_route_value_context | Option Route Value Context | <QXZ>This field is optional and only used for EXTENSION Option Routes.</QXZ> |
| call_menu-ingroup_settings | Call Menu In-Group Settings | <QXZ>If the route is set to INGROUP then there are many options that you can set to define how the call is sent to into the queue. In-Group is the inbound group that you want the call to go to. Handle Method is the way you want the call to be handled,</QXZ> <a href='#' onClick="FillAndShowHelpDiv(event, 'inbound_dids-call_handle_method')"><QXZ>Click here to see a list of the available handle methods</QXZ></a>. <QXZ>Search Method defines how the queue will find the next agent, recommend leave this on LB. List ID is the list that the new lead is inserted into, also if the Method is not a LOOKUP method and the lead is not found. Campaign ID is the campaign to search lists through if one of the RC methods is used. Phone Code is the phone_code field entry for the lead that is inserted with. VID Enter Filename is used if the Method is set to one of the VIDPROMPT methods, it is the audio prompt played to ask the customer to enter their ID. VID ID Number Filename is used if the Method is set to one of the VIDPROMPT methods, it is the audio prompt played after customer enters their ID, something like YOU HAVE ENTERED. VID Confirm Filename is used if the Method is set to one of the VIDPROMPT methods, it is the audio prompt played to confirm their ID, something like PRESS 1 TO CONFIRM AND 2 TO REENTER. VID Digits is used if the Method is set to one of the VIDPROMPT methods, if it is set to a number it is the number of digits that must be entered by the customer when prompted for their ID, if set to empty or X then the customer will have to press pound or hash to finish their entry of their ID.</QXZ> <QXZ>If you are using the cm_phonesearch.agi in this Call Menu, you can set the B option to use the special DYNAMIC_INGROUP_VAR in-group for that script to work properly.</QXZ> |
| call_menu-ingroup_vid_container | Call Menu In-Group VID Container | <QXZ>If the Call Menu Option Handle Method is set to one of the VIDPROMPTSPECIALLOOKUP options, then this field must be set to a valid Settings Container with a CM_VIDPROMPT_SPECIAL Container Type. Within this settings container you can define the In-Group that a call is routed to based on the list that the lead is in using the list_ingroup setting for each list and in-group pair, for example: list_ingroup => 102,TEST_IN2. The default_ingroup option can be used if the lead is found but the lead is not within any of the defined lists. The not_found_action option will allow you to define what happens when no vendor_lead_code match is found. The options for that setting are either new_lead or one of the Call Menu options, for instance: 1,2,3... If new_lead is used, then you need to define the In-Group that those calls are to be directed to, you can do that with the new_lead_ingroup setting. Here is an example container:<br>list_ingroup => 102,TEST_IN2<br>list_ingroup => 103,TEST_IN3<br>list_ingroup => 104,TEST_IN4<br>default_ingroup => TEST_IN5<br>not_found_action => new_lead<br>new_lead_ingroup => TEST_IN</QXZ> |
| call_menu-custom_dialplan_entry | Custom Dialplan Entry | <QXZ>This field allows you to enter in any dialplan elements that you want for the Call Menu.</QXZ> |
| call_menu-qualify_sql | Qualify SQL | <QXZ>This field allows you to input SQL - Structured Query Language - database fragments, like with Filters, to determine whether this call menu should play for the caller or not. This feature only works if the call has the callerIDname set prior to being sent to this call menu, either as an outbound survey transfer, or through the use of a drop call menu for an In-Group call. If there is a match, the call will proceed as normal. If there is no match, the call will go to the D option or the invalid option if no D option is set. You cannot use single-quotes in this field, only double-quotes if they are needed. Default is empty for disabled.</QXZ> |
| filter_phone_groups-filter_phone_group_id | Filter Phone Group ID | <QXZ>This is the ID of the Filter Phone Group that is the container for a group of phone numbers that you can have automatically searched through when a call comes into a DID and send to an alternate route if there is a match. This field should be between 2 and 20 characters and have no punctuation except for underscore.</QXZ> |
| filter_phone_groups-filter_phone_group_name | Filter Phone Group Name | <QXZ>This is the name of the Filter Phone Group and is displayed with the ID in select lists where this feature is used. This field should be between 2 and 40 characters.</QXZ> |
| filter_phone_groups-user_group | Admin User Group | <QXZ>This is the administrative user group for this record, this allows admin viewing of this record restricted by user group. Default is --ALL-- which allows any admin user to view this record.</QXZ> |
| filter_phone_groups-filter_phone_group_description | Filter Phone Group Description | <QXZ>This is the description of the Filter Phone Group, it is purely for notation purposes only and is not a required field.</QXZ> |
| remote_agents-user_start | User ID Start | <QXZ>This is the starting User ID that is used when the remote agent entries are inserted into the system. This MUST be a valid User account in the system. If the Number of Lines is set higher than 1, this number is incremented by one until each line has an entry. Make sure you create a new user account with a user level of 4 or great if you want them to be able to use the vdremote.php page for remote web access of this account.</QXZ> |
| remote_agents-number_of_lines | Number of Lines | <QXZ>This defines how many remote agent entries the system creates, and determines how many lines it thinks it can safely send to the number below.</QXZ> |
| remote_agents-server_ip | Server IP | <QXZ>A remote agent entry is only good for one specific server, here is where you select which server you want.</QXZ> |
| remote_agents-conf_exten | External Extension | <QXZ>This is the number that you want the calls forwarded to. Make sure that it is a full dial plan number and that if you need a 9 at the beginning you put it in here. Test by dialing this number from a phone on the system.</QXZ> |
| remote_agents-extension_group | Extension Group | <QXZ>If set to something other than NONE or empty this will override the External Extension field and use the Extension Group entries that have the same extension group ID. Default is NONE for deactivated.</QXZ> |
| remote_agents-status | Status | <QXZ>Here is where you turn the remote agent on and off. As soon as the agent is Active the system assumes that it can send calls to it. It may take up to 30 seconds once you change the status to Inactive to stop receiving calls.</QXZ> |
| remote_agents-campaign_id | Campaign | <QXZ>Here is where you select the campaign that these remote agents will be logged into. Inbound needs to use the CLOSER campaign and select the inbound campaigns below that you want to receive calls from.</QXZ> |
| remote_agents-on_hook_agent | On-Hook Agent | <QXZ>This option is only used for inbound calls going to this remote agent. This feature will call the remote agent and will not send the customer to the remote agent until the line is answered. Default is N for disabled.</QXZ> |
| remote_agents-on_hook_ring_time | On-Hook Ring Time | <QXZ>This option is only used when the On-Hook Agent field above is set to Y and then only for inbound calls coming to this remote agent. This is the number of seconds that each call attempt will ring to try to get an answer. It is recommended that you set this to a few seconds less than it takes for a call to be sent to voicemail. Default is 15.</QXZ> |
| remote_agents-closer_campaigns | Inbound Groups | <QXZ>Here is where you select the inbound groups you want to receive calls from if you have selected the CLOSER campaign.</QXZ> |
| extension_groups-extension_group_id | Extension Group | <QXZ>This required field is where you enter the group ID that you want this extension to be put into. No spaces or special characters except for underscore letters and numbers.</QXZ> |
| extension_groups-extension | Extension | <QXZ>This required field is where you put the dialplan extension that you want the remote agent calls to be sent to for this extension group entry.</QXZ> |
| extension_groups-rank | Rank | <QXZ>This field allows you to rank the extension group entries that share the same extension group. Default is 0.</QXZ> |
| extension_groups-campaign_groups | Campaigns Groups | <QXZ>In this field you can put a list of campaign IDs and or inbound group IDs that you want to restrict the use of the extension group for. List must be separate by pipes and have a pipe at the beginning and end of the string.</QXZ> |
| campaign_lists | LISTS WITHIN THIS CAMPAIGN | <B><QXZ>The lists within this campaign are listed here, whether they are active is denoted by the Y or N and you can go to the list screen by clicking on the list ID in the first column.</QXZ></B> |
| campaign_statuses | CUSTOM STATUSES WITHIN THIS CAMPAIGN | <B><QXZ>Through the use of custom campaign statuses, you can have statuses that only exist for a specific campaign. The Status must be 1-8 characters in length, the description must be 2-30 characters in length and Selectable defines whether it shows up in the system as a disposition. The human_answered field is used when calculating the drop percentage, or abandon rate. Setting human_answered to Y will use this status when counting the human-answered calls. The Category option allows you to group several statuses into a category that can be used for statistical analysis. There are also 7 additional settings that will define the kind of status: sale, dnc, customer contact, not interested, unworkable, scheduled callback, completed. The MIN SEC and MAX SEC fields for each status will determine whether an agent can select that status at the end of their call based upon the length of the call. If the call is 10 seconds and the MIN SEC for a status is set to 20 seconds, then the agent will not be able to select that status. Also, if a call is 40 seconds and the MAX SEC for a status is set to 30 seconds, then the agent will not be able to select that status.</QXZ></B> |
| campaign_hotkeys | CAMPAIGN_HOTKEYS TABLE | <B><QXZ>Through the use of custom campaign hot keys, agents that use the agent web-client can hang up and disposition calls just by pressing a single key on their keyboard. There are two special HotKey options that you can use in conjunction with Alternate Phone number dialing, ALTPH2 - Alternate Phone Hot Dial and ADDR3-----Address3 Hot Dial allow an agent to use a hotkey to hang up their call, stay on the same lead, and dial another contact number from that lead. You can also use LTMG or XFTAMM as statuses to trigger an automatic transfer to the Leave-Voicemail option. The LTMGAD and XAMMAD options will transfer to the Leave-Voicemail option as well as dispositioning the call.</QXZ></B> |
| lead_recycle | LEAD_RECYCLE TABLE | <B><QXZ>Through the use of lead recycling, you can call specific statuses of leads again at a specified interval without resetting the entire list. Lead recycling is campaign-specific and does not have to be a selected dialable status in your campaign. The attempt delay field is the number of seconds until the lead can be placed back in the hopper, this number must be at least 120 seconds. The attempt maximum field is the maximum number of times that a lead of this status can be attempted before the list needs to be reset, this number can be from 1 to 10. You can activate and deactivate a lead recycle entry with the provided links.</QXZ></B> |
| pause_codes | If the Agent Pause Codes Active field is set to active then the agents will be able to select from these pause codes when they click on the PAUSE button on their screens. This data is then stored in the agent log. The Pause code must contain only letters and numbers and be less than 7 characters long. The pause code name can be no longer than 30 characters.</QXZ> <QXZ>The Time Limit field, if enabled in System Settings, will change the color of the agent on the Real-Time Report if they are in that pause code for more than the defined amount of seconds.</QXZ> <QXZ>The Mgr Approval field, if enabled, will require a manager to go to the agent screen and enter their login credentials to allow the agent to enter that pause code. | <QXZ>Time Report if they are in that pause code for more than the defined amount of seconds.</QXZ> <QXZ>The Mgr Approval field, if enabled, will require a manager to go to the agent screen and enter their login credentials to allow the agent to enter that pause code.</QXZ></B> |
| auto_alt_dial_statuses | AUTO ALT DIAL STATUSES | <B><QXZ>If the Auto Alt-Number Dialing field is set, then the leads that are dispositioned under these auto alt dial statuses will have their alt_phone and-or address3 fields dialed after any of these no-answer statuses are set.</QXZ></B> |
| campaigns-survey_fourth_audio_file | Survey Fourth Audio File | <QXZ>This is the fourth audio file to be played upon the selection by the customer of the Fourth Digit option. See the -Survey First Audio File- help for some more advanced options of what you can put into this field.</QXZ> |
| campaigns-survey_fourth_status | Survey Fourth Status | <QXZ>This is the fourth status used for the call upon the selection by the customer of the Fourth Digit option.</QXZ> |
| campaigns-survey_fourth_exten | Survey Fourth Extension | <QXZ>This is the fourth extension used for the call upon the selection by the customer of the Fourth Digit option. Default is 8300 which immediately hangs up the call after the Audio File message is played.</QXZ> |
| campaigns-script_top_dispo | Script on top of Dispo | <QXZ>If you are using an IFRAME in your SCRIPT tab contents, and the page you are using is sending statuses through the Agent API, you may want to use this feature to cover the Dispostion screen with the script tab after a call is hung up. Default is N for disabled.</QXZ> |
| xfer_presets | If the Campaign setting for presets is set to ENABLED then you have the ability to define Transfer-Conference presets that will be available to the agent allowing them to 3-way call these presets or blind transfer calls to these preset numbers. These presets also have an option to hide the number associated with each preset from the agent. | <QXZ>Conference presets that will be available to the agent allowing them to 3-way call these presets or blind transfer calls to these preset numbers. These presets also have an option to hide the number associated with each preset from the agent.</QXZ> |
| campaign_cid_areacodes | CAMPAIGN CID AREACODES | <B><QXZ>If the System Setting for Areacode CIDs is enabled and the Campaign setting for Use Custom CallerID is set to AREACODE then you have the ability to define Areacode CIDs that will be used when outbound calling to leads in this specific campaign. You can add multiple callerIDs per areacode and you can activate and deactivate them each in real time. If more than one callerID is active for a specific areacode then the system will use the callerid that has been used the least number of times today. If no callerIDs are active for the areacode then the campaign CallerID or list override CallerID will be used. An areacode in this section can be from 2 to 5 digits in length, and if a shorter defined areacode overlaps with a longer areacode then the longer areacode will be used. For example, if the areacodes 31 and 312 are both defined and active for a campaign, then areacode 312 would be used for phone number 3125551212.</QXZ></B> |
| cid_groups | CID Groups | <QXZ>CID Groups are very similar to Campaign AC-CID, except with CID Groups you can use the same set of CIDs across multiple campaigns, and you can also define CID Groups on a per-state basis as well as per-areacode, instead of just by areacode like with Campaign AC-CID. There is also the option to have no geographic separations and to just use a group of CIDs to call all numbers. If the STATE type is used, then the STATE value should match the state field for a lead, and if no match is found, the dialer will use the campaign CID as a default. If the NONE type is used, then the active CIDs will be rotated with every call made.</QXZ> |
| cid_groups-cid_auto_rotate_minutes | CID Auto Rotate Minutes | <QXZ>This feature only works with CID Groups, and only when the CID Group Type of NONE is used. This feature allows the system to automatically rotate the Caller IDs in the CID Group from inactive to active, leaving only one CID active at a time, every X minutes as long as active dialing is happening. This feature will rotate though all CIDs in the CID Group whether it is active or not unless the CID has a description of NOROTATE. For reference, one hour is 60 minutes, 6 hours is 360 minutes, 12 hours is 720 minutes and 24 hours is 1440 minutes. Default is 0 for disabled.</QXZ> |
| cid_groups-cid_auto_rotate_minimum | CID Auto Rotate Minimum | <QXZ>Works together with the CID Auto Rotate Minutes setting above, if it is enabled, and will not rotate to the next CID until at least this number of calls have been placed while active for the current CID that is dialing. Default is 0 for no limit.</QXZ> |
| cid_groups-cid_auto_rotate_calls | CID Auto Rotate Calls, CID and Time | <QXZ>Shows the number of calls placed using the current CID, the CID currently being used and the Date-Time the CID was activated.</QXZ> |
| vm_message_groups | VM Message Groups | <QXZ>Voicemail Message Groups are designed to allow agents to select from several messages to leave on a customer voicemail box when transferring to a voicemail message in the agent screen. The ID must be from 2 to 40 characters in length with no punctuation other than an underscore allowed. The Name must be from 5 to 255 characters in length. Active will determine if the VM Message Group is shown as an option in the campaign modify screen setting for VM Message Groups. For the Audio Files, you can define the order in which they appear on the agent screen by using the Rank setting. The Time Range will define what time of the customers day the message are displayed on the agent screen, in 2400 hours time format. The Display is what text will show up for this audio file on the agent screen.</QXZ> |
| queue_groups | Queue Groups | <QXZ>Queue Groups are used by some reports to show stats from a group of campaigns and-or inbound groups. The ID must be from 2 to 20 characters in length with no punctuation other than an underscore allowed. The Name must be from 5 to 40 characters in length. Active will determine if the Queue Group is shown as an option in reports. For the Included Campaigns and Inbound Groups, you can select the ones that you want to be included in the Queue Group.</QXZ> |
| inbound_groups-park_ext | Park Music-on-Hold | <QXZ>This optional setting will override the agent campaign setting for Park Music-on-Hold, if populated. Default is empty for disabled.</QXZ> |