help_documentation
Σύνολο εγγραφών στον πίνακα: 1581
| help_id | help_title | help_text |
|---|---|---|
| inbound_groups-populate_lead_source | Populate Lead Source | <QXZ>If this option is not DISABLED and there is no source_id channel variable set on the call, then the system will fill the source_id lead field with one of the other options when leads are added with an inbound call. INBOUND_NUMBER will use the inbound phone number dialed. BLANK will leave the source_id field blank. DISABLED will use the default behavior which will set the source_id field to VDCL. Default is DISABLED.</QXZ> |
| user_groups-user_group | User Group | <QXZ>This is the short name of a User group, try not to use any spaces or punctuation for this field. max 20 characters, minimum of 2 characters.</QXZ> |
| user_groups-group_name | Group Name | <QXZ>This is the description of the user group max of 40 characters.</QXZ> |
| user_groups-forced_timeclock_login | Force Timeclock Login | <QXZ>This option allows you to not let an agent log in to the agent interface if they have not logged into the timeclock. Default is N. There is an option to exempt admin users, levels 8 and 9.</QXZ> |
| user_groups-shift_enforcement | Shift Enforcement | <QXZ>This setting allows you to restrict agent logins based upon the shifts that are selected below. OFF will not enforce shifts at all. START will only enforce the login time but will not affect an agent that is running over their shift time if they are already logged in. ALL will enforce shift start time and will log an agent out after they run over the end of their shift time. Default is OFF.</QXZ> |
| user_groups-group_shifts | Group Shifts | <QXZ>This is a selectable list of shifts that can restrict the agents login time on the system.</QXZ> |
| user_groups-allowed_campaigns | Allowed Campaigns | <QXZ>This is a selectable list of Campaigns to which members of this user group can log in to. The ALL-CAMPAIGNS option allows the users in this group to see and log in to any campaign on the system.</QXZ> |
| user_groups-agent_status_viewable_groups | Agent Status Viewable Groups | <QXZ>This is a selectable list of User Groups and user functions to which members of this user group can view the status of as well as transfer calls to inside of the agent screen. The ALL-GROUPS option allows the users in this group to see and transfer calls to any user on the system. The CAMPAIGN-AGENTS option allows users in this group to see and transfer calls to any user in the campaign that they are logged into. The NOT-LOGGED-IN-AGENTS option allows all users in the system to be displayed, even if they are not logged-in currently.</QXZ> |
| user_groups-agent_status_view_time | Agent Status View Time | <QXZ>This option defines whether the agent will see the amount of time that users in their agent sidebar have been in their current status. Default is N for no or disabled.</QXZ> |
| user_groups-agent_call_log_view | Agent Call Log View | <QXZ>This option defines whether the agent will be able to see their call log for calls handled through the agent screen. Default is N for no or disabled.</QXZ> |
| user_groups-agent_xfer_options | Agent Transfer Options | <QXZ>These options allow for the disabling of specific buttons in the Transfer Conference section of the Agent interface. Default is Y for yes or enabled.</QXZ> |
| user_groups-agent_fullscreen | Agent Fullscreen | <QXZ>This option if set to Y will set the height and width of the agent screen to the size of the web browser window without any allowance for the Agents View, Calls in Queue View or Calls in Session view. Default is N for no or disabled.</QXZ> |
| user_groups-script_id | Script Override | <QXZ>This option allows you to set a Script to be displayed on the agent screen if the corresponding campaign setting for User Group Script Override is enabled. If enabled here and at the campaign level, this will override any other script settings set for any calls. Default is blank.</QXZ> |
| user_groups-agent_allowed_chat_groups | Agent Allowed Chat Groups | <QXZ>This is a selectable list of User Groups and user functions to which members of this user group can view the status of as well as transfer calls to inside of the agent screen. The ALL-GROUPS option allows the users in this group to see and transfer calls to any user on initiate an internal chat to within the agent screen. The CAMPAIGN-AGENTS option allows users in this group to see and start chats with any user in the campaign that they are logged into.</QXZ> |
| user_groups-allowed_reports | Allowed Reports | <QXZ>If a user in this group is set to user level 7 or higher, then this feature can be used to restrict the reports that the users can view. Default is ALL. If you want to select more than one report then press the Ctrl key on your keyboard as you select the reports.</QXZ> |
| user_groups-allowed_queue_groups | Allowed Queue Groups | <QXZ>This section enables you to define the Queue Groups that users within this User Group can view in the reports that use Queue Groups. Default is All Queue Groups.</QXZ> |
| user_groups-reports_header_override | Reports Header Override | <QXZ>This option allows you to define alternate report web page short headers for users within this User Group. The LOGO_ONLY options will not display any other links on the top navigation bar. The ALT options are not active at this time. This feature currently only works with a few reports. Default is DISABLED.</QXZ> |
| user_groups-admin_home_url | Home URL Override | <QXZ>This option allows you to override the System Settings Admin Home URL. If the Reports Header Override setting above is enabled, then this URL will be used for the logo that is displayed when clicked. Default is blank for disabled.</QXZ> |
| user_groups-allowed_custom_reports | Allowed Custom Reports | <QXZ>If a user in this group is set to user level 7 or higher, then this feature can be used to restrict the custom reports that the users can view. Access is determined as reports are added from the custom reports admin page, for example, ALL is not the default. If you want to select more than one report then press the Ctrl key on your keyboard as you select the reports.</QXZ> |
| user_groups-admin_ip_list | Admin IP Whitelist | <QXZ>If enabled, this will restrict administration web screen use to only be allowed from the selected list of IP Addresses. Default is DISABLED.</QXZ> |
| user_groups-agent_ip_list | Agent IP Whitelist | <QXZ>If enabled, this will restrict agent web screen use to only be allowed from the selected list of IP Addresses. Default is DISABLED.</QXZ> |
| user_groups-api_ip_list | API IP Whitelist | <QXZ>If enabled, this will restrict API use to only be allowed from the selected list of IP Addresses. Please note that some API functions need to be done from the servers themselves, so if you enable this, you may need to add internal server IP Addresses for those functions to continue to work. Default is DISABLED.</QXZ> |
| user_groups-admin_viewable_groups | Allowed User Groups | <QXZ>This is a selectable list of User Groups to which members of this user group can view and possibly edit. User Groups can restrict access to almost all aspects of the system, from inbound DIDs to phones to voicemail boxes. The --ALL-- option allows the users in this group to see and log in to any record on the system if their user permissions allow for it.</QXZ> |
| user_groups-admin_viewable_call_times | Allowed Call Times | <QXZ>This is a selectable list of Call Times to which members of this user group can use in campaigns, in-groups and call menus. The --ALL-- option allows the users in this group to use all call times in the system.</QXZ> |
| user_groups-webphone_url_override | Webphone URL Override | <QXZ>This setting allows you to set an alternate webphone URL just for the members of one user group. Default is empty.</QXZ> |
| user_groups-webphone_systemkey_override | Webphone System Key Override | <QXZ>This setting allows you to set an alternate webphone System Key just for the members of one user group. Default is empty.</QXZ> |
| user_groups-webphone_dialpad_override | Webphone Dialpad Override | <QXZ>This setting allows you to activate or deactivate the dialpad on the webphone just for the members of one user group. Default is DISABLED. TOGGLE will allow the user to view and hide the dialpad by clicking a link. TOGGLE_OFF will default to not show the dialpad on first load, but will allow the user to show the dialpad by clicking on the dialpad link.</QXZ> |
| user_groups-webphone_layout | Webphone Layout Override | <QXZ>For the WebRTC phone, this setting will allow you to use an alternate layout for all users within this user group, overriding whatever is set in the phone webphone layout field. Default is blank.</QXZ> |
| user_groups-qc_allowed_campaigns | QC Allowed Campaigns | <QXZ>This is a selectable list of Campaigns which members of this user group will be able to QC. The ALL-CAMPAIGNS option allows the users in this group to QC any campaign on the system.</QXZ> |
| user_groups-qc_allowed_inbound_groups | QC Allowed Inbound Groups | <QXZ>This is a selectable list of Inbound Groups which members of this user group will be able to QC. The ALL-GROUPS option allows the users in this user group to QC any inbound group on the system.</QXZ> |
| scripts-script_id | Script ID | <QXZ>This is the short name of a Script. This needs to be a unique identifier. Try not to use any spaces or punctuation for this field. max 20 characters, minimum of 2 characters.</QXZ> |
| scripts-script_name | Script Name | <QXZ>This is the title of a Script. This is a short summary of the script. max 50 characters, minimum of 2 characters. There should be no spaces or punctuation of any kind in this field.</QXZ> |
| scripts-script_comments | Script Comments | <QXZ>This is where you can place comments for an agent screen Script such as -changed to free upgrade on Sept 23-. max 255 characters, minimum of 2 characters.</QXZ> |
| scripts-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> |
| scripts-script_text | Script Text | <QXZ>This is where you place the content of an agent screen Script. Minimum of 2 characters. You can have customer information be auto-populated in this script using --A--field--B-- where field is one of the following fieldnames: vendor_lead_code, source_id, list_id, gmt_offset_now, called_since_last_reset, phone_code, phone_number, title, first_name, middle_initial, last_name, address1, address2, address3, city, state, province, postal_code, country_code, gender, date_of_birth, alt_phone, email, security_phrase, comments, lead_id, campaign, phone_login, group, channel_group, SQLdate, epoch, uniqueid, customer_zap_channel, server_ip, SIPexten, session_id, dialed_number, dialed_label, rank, owner, camp_script, in_script, script_width, script_height, recording_filename, recording_id, user_custom_one, user_custom_two, user_custom_three, user_custom_four, user_custom_five, preset_number_a, preset_number_b, preset_number_c, preset_number_d, preset_number_e, preset_number_f, preset_dtmf_a, preset_dtmf_b, did_id, did_extension, did_pattern, did_description, closecallid, xfercallid, agent_log_id, entry_list_id, call_id, user_group, called_count, TABLEper_call_notes, MANUALDIALLINK, EMAILinbound_message. For example, this sentence would print the persons name in it----<BR><BR> Hello, can I speak with --A--first_name--B-- --A--last_name--B-- please? Well hello --A--title--B-- --A--last_name--B-- how are you today?<BR><BR> This would read----<BR><BR>Hello, can I speak with John Doe please? Well hello Mr. Doe how are you today?<BR><BR> You can also use an iframe to load a separate window within the SCRIPT tab, here is an example with prepopulated variables:</QXZ><DIV style='height:200px;width:400px;background:white;overflow:scroll;font-size:12px;font-family:sans-serif;' id=iframe_example><iframe src='http://www.sample.net/test_output.php?lead_id=--A--lead_id--B--&vendor_id=--A--vendor_lead_code--B--&list_id=--A--list_id--B--&gmt_offset_now=--A--gmt_offset_now--B--&phone_code=--A--phone_code--B--&phone_number=--A--phone_number--B--&title=--A--title--B--&first_name=--A--first_name--B--&middle_initial=--A--middle_initial--B--&last_name=--A--last_name--B--&address1=--A--address1--B--&address2=--A--address2--B--&address3=--A--address3--B--&city=--A--city--B--&state=--A--state--B--&province=--A--province--B--&postal_code=--A--postal_code--B--&country_code=--A--country_code--B--&gender=--A--gender--B--&date_of_birth=--A--date_of_birth--B--&alt_phone=--A--alt_phone--B--&email=--A--email--B--&security_phrase=--A--security_phrase--B--&comments=--A--comments--B--&user=--A--user--B--&campaign=--A--campaign--B--&phone_login=--A--phone_login--B--&fronter=--A--fronter--B--&closer=--A--user--B--&group=--A--group--B--&channel_group=--A--group--B--&SQLdate=--A--SQLdate--B--&epoch=--A--epoch--B--&uniqueid=--A--uniqueid--B--&customer_zap_channel=--A--customer_zap_channel--B--&server_ip=--A--server_ip--B--&SIPexten=--A--SIPexten--B--&session_id=--A--session_id--B--&dialed_number=--A--dialed_number--B--&dialed_label=--A--dialed_label--B--&rank=--A--rank--B--&owner=--A--owner--B--&phone=--A--phone--B--&camp_script=--A--camp_script--B--&in_script=--A--in_script--B--&script_width=--A--script_width--B--&script_height=--A--script_height--B--&recording_filename=--A--recording_filename--B--&recording_id=--A--recording_id--B--&user_custom_one=--A--user_custom_one--B--&user_custom_two=--A--user_custom_two--B--&user_custom_three=--A--user_custom_three--B--&user_custom_four=--A--user_custom_four--B--&user_custom_five=--A--user_custom_five--B--&preset_number_a=--A--preset_number_a--B--&preset_number_b=--A--preset_number_b--B--&preset_number_c=--A--preset_number_c--B--&preset_number_d=--A--preset_number_d--B--&preset_number_e=--A--preset_number_e--B--&preset_number_f=--A--preset_number_f--B--&preset_dtmf_a=--A--preset_dtmf_a--B--&preset_dtmf_b=--A--preset_dtmf_b--B--&did_id=--A--did_id--B--&did_extension=--A--did_extension--B--&did_pattern=--A--did_pattern--B--&did_description=--A--did_description--B--&closecallid=--A--closecallid--B--&xfercallid=--A--xfercallid--B--&agent_log_id=--A--agent_log_id--B--&entry_list_id=--A--entry_list_id--B--&call_id=--A--call_id--B--&&user_group=--A--user_group--B--&&' style='width:580;height:290;background-color:transparent;' scrolling='auto' frameborder='0' allowtransparency='true' id='popupFrame' name='popupFrame' width='460' height='290' STYLE='z-index:17'></iframe></DIV><BR><QXZ>You can also use a special variable IGNORENOSCROLL to force scroll bars on the script tab even if you are using an iframe within it.</QXZ> |
| scripts-active | Active | <QXZ>This determines whether this script can be selected to be used by a campaign.</QXZ> |
| scripts-script_color | Script Color | <QXZ>This determines the background color of the script as displayed in the agent screen. default is white. 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> |
| lead_filters-lead_filter_id | Filter ID | <QXZ>This is the short name of a Lead Filter. This needs to be a unique identifier. Do not use any spaces or punctuation for this field. max 20 characters, minimum of 2 characters.</QXZ> |
| lead_filters-lead_filter_name | Filter Name | <QXZ>This is a more descriptive name of the Filter. This is a short summary of the filter. max 30 characters, minimum of 2 characters.</QXZ> |
| lead_filters-lead_filter_comments | Filter Comments | <QXZ>This is where you can place comments for a Filter such as -calls all California leads-. max 255 characters, minimum of 2 characters.</QXZ> |
| lead_filters-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> |
| lead_filters-lead_filter_sql | Filter SQL | <QXZ>This is where you place the SQL query fragment that you want to filter by. do not begin or end with an AND, that will be added by the hopper cron script automatically. an example SQL query that would work here is- called_count > 4 and called_count < 8</QXZ> |
| call_times-call_time_id | Call Time ID | <QXZ>This is the short name of a Call Time Definition. This needs to be a unique identifier. Do not use any spaces or punctuation for this field. max 10 characters, minimum of 2 characters.</QXZ> |
| call_times-call_time_name | Call Time Name | <QXZ>This is a more descriptive name of the Call Time Definition. This is a short summary of the Call Time definition. max 30 characters, minimum of 2 characters.</QXZ> |
| call_times-call_time_comments | Call Time Comments | <QXZ>This is where you can place comments for a Call Time Definition such as -10am to 4pm with extra call state restrictions-. max 255 characters.</QXZ> |
| call_times-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> |
| call_times-ct_default_start | Default Start and Stop Times | <QXZ>This is the default time that calling will be allowed to be started or stopped within this call time definition if the day-of-the-week start time is not defined. 0 is midnight. To prevent calling completely set this field to 2400 and set the Default Stop time to 2400. To allow calling 24 hours a day set the start time to 0 and the stop time to 2400. For inbound only, you can also set the stop call time higher than 2400 if you want the call time to go beyond midnight. So if you want your call time to run from 6 am until 2 am the next day, you would put 0600 as the start time and 2600 as the stop time.</QXZ> |
| call_times-ct_sunday_start | Weekday Start and Stop Times | <QXZ>These are the custom times per day that can be set for the call time definition. same rules apply as with the Default start and stop times.</QXZ> |
| call_times-default_afterhours_filename_override | After Hours Filename Override | <QXZ>These fields allow you to override the After Hours message for inbound groups if it is set to something. Default is empty.</QXZ> |
| call_times-ct_state_call_times | State Call Time Definitions | <QXZ>This is the list of State specific call time definitions that are followed in this Call Time Definition.</QXZ> |