help_documentation
Σύνολο εγγραφών στον πίνακα: 1581
| help_id | help_title | help_text |
|---|---|---|
| user_list_new_limits | User List New Lead Limits | <QXZ>If the system setting for New Leads Per List Limit is enabled, then this page allows for the setting of per-user per-list new lead limit overrides to those List limits. This feature will only work properly if the campaign is set to either the MANUAL or INBOUND_MAN Dial Method and No Hopper dialing is enabled.</QXZ> |
| user_inbound_calls_today | User Inbound Calls Today | <QXZ>This page will show you the User Inbound Calls Today, the Max Limits and the Call Credits for all users in the system. If one of the limits is reached, you will see notes showing you which one was reached.</QXZ> |
| custom_reports_admin-report_name | Report Name | <QXZ>The report name that the report will be referred to as in the system for purposes of user group access and secondary server use in the system settings. The report name may not be the same as any other custom report, nor may it be the same name as one of the standard system reports.</QXZ> |
| custom_reports_admin-domain | Domain | <QXZ>The domain that the report is located at. This will be combined with the path name to make a complete URL to use as a link from the reports page. You may leave this blank when the report is located on the same server as the web admin and just use the path name field to make a local URL.</QXZ> |
| custom_reports_admin-path_name | Path name | <QXZ>The path on the domain where the report is located. When the domain is blank it is assumed that the report is housed on the local web server.</QXZ> |
| custom_reports_admin-constants | Preset constants | <QXZ>Here is where a user can define a preset value to pass to the report when it is accessed from the custom report link. This is useful if the user is viewing a report that accepts multiple variables that change the report output and there is a certain set of report parameters the user frequently uses and they wish to save time by coming to the report with those values already set.</QXZ><BR><B><QXZ>Variable name</QXZ> -</B><QXZ>The enters the variable name here. Names allow alphanumeric characters, underscores, and to a limited extent brackets. Brackets are used to pass an array to the report and should be placed at the end of the variable name, such as 'var_name[]'. The interface will condense brackets by removing any characters within a pair of them, and will also remove unmatched brackets.</QXZ><BR><B><QXZ>Value</QXZ> -</B><QXZ>Then, the user enters a variable value in the 'Value' field, either by selecting a pre-defined variable value or a custom value. With the exception of 'datetime' and 'filedatetime', all pre-defined variables are dates in yyyy-mm-dd format. The predefined values are: 'today' for today's date, 'yesterday' for yesterday's date, 'datetime' which is a timestamp in the format of 'yyyy-mm-dd hh:ii:ss', 'filedatetime' which is an all-numeric timestamp in the format 'yyyymmddhhiiss', and 6/7/8/13/14/15/30days, all of which are the date 6/7/etc days ago. If the user would like to define their own value for the variable, they can set the value to 'Custom Value', then fill out the custom value in the field to the right. Click 'ADD' to add the variable name/value pair to the presets to include in the report. Values will be URL-encoded prior to being entered in the database.</QXZ> |
| custom_reports_admin-current_constants | Current constants | <QXZ>Any report constant the user has entered to add to the report is displayed here. They are not editable, but they can be removed by clicking 'REMOVE' and then re-entered.</QXZ> |
| custom_reports_admin-preset_constants | Preset constants | <QXZ>This textarea field is where presets for the current custom reports are displayed and can be edited. The name/value pairs are displayed per-line and are fully editable. Users can also remove variables simply by deleting the line they are displayed on, or can enter new name/value pairs per line. Variables can also be separated by an ampersand as in the typical URL GET display - the dialer interface will make the necessary adjustments to display them properly in this textarea field.</QXZ> |
| inbound_groups-na_chat_url | No Agent Chat URL | <QXZ>This web URL address is not seen by the agent, but if it is populated it is called every time a chat 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 chat. This URL can NOT be a relative path. Default is blank.</QXZ> <QXZ>Custom Fields are not available with this feature.</QXZ> |
| inbound_groups-next_agent_chat | Next Agent Chat | <QXZ>This determines which agent receives the next chat that is available:</QXZ><BR> - <QXZ>random: orders by the random update value in the live_agents table</QXZ><BR> - <QXZ>oldest_call_start: orders by the last time an agent was sent a call/chat. Results in agents receiving about the same number of calls/chats overall.</QXZ><BR> - <QXZ>oldest_call_finish: orders by the last time an agent finished a call/chat. AKA agent waiting longest receives first call.</QXZ><BR> - <QXZ>oldest_inbound_call_start: orders by the last time an agent was sent an inbound call. Results in agents receiving about the same number of calls/chats overall.</QXZ><BR> - <QXZ>oldest_inbound_call_finish: orders by the last time an agent finished an inbound call. AKA agent waiting longest receives first call.</QXZ><BR> - <QXZ>oldest_inbound_filtered_call_start: orders by the last time an agent was sent an inbound call that was not of a filtered-out status, in-group or length.</QXZ><BR> - <QXZ>oldest_inbound_filtered_call_finish: orders by the last time an agent finished an inbound call that was not of a filtered-out status, in-group or length.</QXZ><BR> - <QXZ>overall_user_level: orders by the user_level of the agent as defined in the users table a higher user_level will receive more calls/chats.</QXZ><BR> - <QXZ>inbound_group_rank: orders by the rank given to the agent for the specific inbound group. Highest to Lowest.</QXZ><BR> - <QXZ>campaign_rank: orders by the rank given to the agent for the campaign. Highest to Lowest.</QXZ><BR> - <QXZ>ingroup_grade_random: gives a higher probability of getting a call/chat to the higher graded agents by in-group.</QXZ><BR> - <QXZ>campaign_grade_random: gives a higher probability of getting a call/chat to the higher graded agents by campaign.</QXZ><BR> - <QXZ>fewest_calls: orders by the number of calls/chats received by an agent for that specific inbound group. Least calls/chats first.</QXZ><BR> - <QXZ>fewest_calls_campaign: orders by the number of calls/chats received by an agent for the campaign. Least calls/chats first.</QXZ><BR> - <QXZ>longest_wait_time: orders by the amount of time agent has been actively waiting for a call/chat.</QXZ><BR> - <QXZ>ring_all: rings all available agents until one picks up the phone.</QXZ><BR> <QXZ>NOTES: For ring_all, the agents that are using phones that have On Hook Agent enabled will have their phones ring and the first one to answer will receive the call and the information on the agent screen. Since ring_all ignores agent wait time and ranking and will call every agent that is available for the queue, we do not recommend using this method for large queues. When using ring_all, agents logged with phones that have the On Hook Agent disabled will have to use the Calls In Queue panel and click on the TAKE CALL link to take calls in queue. The amount of time the agents phone will ring for ring_all is set to the On-Hook Ring Time setting or the shortest ring time of the phones that will be called. We do not recommend using ring_all on high call volume queues, or queues with many agents. The ring_all method is intended to be used with only a few agents and on low call volume in-groups.</QXZ> |
| inbound_groups-group_emaildate | In-Group Email Date | <QXZ>This is the last date and time that an email was directed to this inbound group.</QXZ> |
| inbound_groups-group_chatdate | In-Group Chat Date | <QXZ>This is the last date and time that a chat was directed to this inbound group.</QXZ> |
| inbound_groups-next_agent_email | Next Agent Email | <QXZ>This determines which agent receives the next email that is available:</QXZ><BR> - <QXZ>random: orders by the random update value in the live_agents table</QXZ><BR> - <QXZ>oldest_call_start: orders by the last time an agent was sent a call/email. Results in agents receiving about the same number of calls/emails overall.</QXZ><BR> - <QXZ>oldest_call_finish: orders by the last time an agent finished a call/email. AKA agent waiting longest receives first call.</QXZ><BR> - <QXZ>oldest_inbound_call_start: orders by the last time an agent was sent an inbound call. Results in agents receiving about the same number of calls/emails overall.</QXZ><BR> - <QXZ>oldest_inbound_call_finish: orders by the last time an agent finished an inbound call. AKA agent waiting longest receives first call.</QXZ><BR> - <QXZ>oldest_inbound_filtered_call_start: orders by the last time an agent was sent an inbound call that was not of a filtered-out status, in-group or length.</QXZ><BR> - <QXZ>oldest_inbound_filtered_call_finish: orders by the last time an agent finished an inbound call that was not of a filtered-out status, in-group or length.</QXZ><BR> - <QXZ>overall_user_level: orders by the user_level of the agent as defined in the users table a higher user_level will receive more calls/emails.</QXZ><BR> - <QXZ>inbound_group_rank: orders by the rank given to the agent for the specific inbound group. Highest to Lowest.</QXZ><BR> - <QXZ>campaign_rank: orders by the rank given to the agent for the campaign. Highest to Lowest.</QXZ><BR> - <QXZ>ingroup_grade_random: gives a higher probability of getting a call/email to the higher graded agents by in-group.</QXZ><BR> - <QXZ>campaign_grade_random: gives a higher probability of getting a call/email to the higher graded agents by campaign.</QXZ><BR> - <QXZ>fewest_calls: orders by the number of calls/emails received by an agent for that specific inbound group. Least calls/emails first.</QXZ><BR> - <QXZ>fewest_calls_campaign: orders by the number of calls/emails received by an agent for the campaign. Least calls/emails first.</QXZ><BR> - <QXZ>longest_wait_time: orders by the amount of time agent has been actively waiting for a call/email.</QXZ><BR> - <QXZ>ring_all: rings all available agents until one picks up the phone.</QXZ><BR> <QXZ>NOTES: For ring_all, the agents that are using phones that have On Hook Agent enabled will have their phones ring and the first one to answer will receive the call and the information on the agent screen. Since ring_all ignores agent wait time and ranking and will call every agent that is available for the queue, we do not recommend using this method for large queues. When using ring_all, agents logged with phones that have the On Hook Agent disabled will have to use the Calls In Queue panel and click on the TAKE CALL link to take calls in queue. The amount of time the agents phone will ring for ring_all is set to the On-Hook Ring Time setting or the shortest ring time of the phones that will be called. We do not recommend using ring_all on high call volume queues, or queues with many agents. The ring_all method is intended to be used with only a few agents and on low call volume in-groups.</QXZ> |
| inbound_groups-start_email_url | Start Email URL | <QXZ>This web URL address is not seen by the agent, but it is emailed every time a email 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_email_url | Dispo Email URL | <QXZ>This web URL address is not seen by the agent, but it is emailed every time a email is dispositioned by an agent if it is populated. Uses the same variables as the web form fields and scripts. dispo and talk_time are the variables you can use to retrieve the agent-defined disposition for the email and the actual talk time in seconds of the email. 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 email URL to be used for inbound emails, then put CAMP into this field.</QXZ> |
| inbound_groups-default_list_id | Default List ID | <QXZ>This is the List ID that leads may be searched through and that leads will be inserted into if necessary.</QXZ> |
| inbound_groups-start_chat_url | Start Chat URL | <QXZ>This web URL address is not seen by the agent, but it is called every time a chat 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_chat_url | Dispo Chat URL | <QXZ>This web URL address is not seen by the agent, but it is called every time a chat is dispositioned by an agent if it is populated. Uses the same variables as the web form fields and scripts. dispo and talk_time are the variables you can use to retrieve the agent-defined disposition for the chat and the actual talk time in seconds of the chat. 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 Chat URL to be used for inbound chats, then put CAMP into this field.</QXZ> |
| admin_phones_bulk_insert-gmt | Local GMT | <QXZ>This is the time zone that all of the phones will be created with.</QXZ> |
| admin_phones_bulk_insert-phone_context | Phone Context | <QXZ>This is the dial plan context that this phone will use to dial out. If you are running a call center and you do not want your agents to be able to dial out outside of the ViciDial applicaiton for example, then you would set this field to a dialplan context that does not exist, something like agent-nodial. default is default.</QXZ> |
| admin_phones_bulk_insert-is_webphone | Set As Webphone | <QXZ>Setting this option to Y will attempt to load a web-based phone when the agent logs into their agent screen. Default is N. The Y_API_LAUNCH option can be used with the agent API to launch the webphone in a separate Iframe or window.</QXZ> |
| admin_phones_bulk_insert-webphone_dialpad | Webphone Dialpad | <QXZ>This setting allows you to activate or deactivate the dialpad for this webphone. Default is Y for enabled. TOGGLE will allow the user to view and hide the dialpad by clicking a link. This feature is not available on all webphone versions. 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> |
| admin_phones_bulk_insert-webphone_auto_answer | Webphone Auto-Answer | <QXZ>This setting allows the web phone to be set to automatically answer calls that come in by setting it to Y, or to have calls ring by setting it to N. Default is Y.</QXZ> |
| admin_phones_bulk_insert-use_external_server_ip | Use External Server IP | <QXZ>If using as a web phone, you can set this to Y to use the servers External IP to register to instead of the Server IP. Default is empty.</QXZ> |
| admin_phones_bulk_insert-template_id | Template ID | <QXZ>Use this optoin to assign a phone template to all of the phone entries created by this bulk insert utility. Default is empty.</QXZ> |
| soundboard-soundboard_id | Soundboard ID | <QXZ>The unique ID of the soundboard, must contain no spaces or special characters other than letters numbers dashes or underscores.</QXZ> |
| soundboard-avatar_name | Soundboard Name | <QXZ>The name of the soundboard, will be displayed to the agent at the top of the Soundboard control screen.</QXZ> |
| soundboard-avatar_notes | Soundboard Notes | <QXZ>For administrative notes only, not displayed to agents.</QXZ> |
| soundboard-avatar_api_user | Soundboard API User | <QXZ>The system user that will trigger the soundboard audio events, must be a valid user in the system with permission to use the API.</QXZ> |
| soundboard-avatar_api_pass | Soundboard API Pass | <QXZ>The password for the system user that will trigger the soundboard audio events.</QXZ> |
| soundboard-active | Active | <QXZ>For this soundboard to be used by agents, it must be set to Active Y. Default is Y.</QXZ> |
| soundboard-audio_functions | Audio Functions | <QXZ>The list of audio functions that you want the soundboard to allow the agents to perform, separated by dashes. Currently non-functional. Default is PLAY-STOP-RESTART.</QXZ> |
| soundboard-audio_display | Audio Display | <QXZ>What you want to show up to the agents on the buttons to play the audio, separated by dashes. FILE will display the filename of the audio file. NAME will display the Soundboard Name. HIDENUMBERS will not show the number of each button on the agent screen. You can choose any of these or all together. Default is FILE-NAME.</QXZ> |
| soundboard-soundboard_layout | Layout | <QXZ>The layout of the agent soundboard. The -default- layout is designed to build from the top down, filling the agent script frame. The -columns- layout is designed to use separated columns of buttons. Default is default. If you are using a -columns- layout, you can also set the maximum number of columns per row section with the Columns Limit setting</QXZ> |
| soundboard-user_group | User Group | <QXZ>Administrative User Group associated with this soundboard.</QXZ> |
| soundboard-audio_filename | Audio Filename | <QXZ>Filename of the audio file you want to play, without a file extension. Must be present in the Audio Store to work properly. Can be displayed to the agent on the audio buttons if FILE is in the Audio Display field.</QXZ> |
| soundboard-audio_name | Audio Name | <QXZ>Descriptive name of the audio file you want to play. Can be displayed to the agent on the audio buttons if NAME is in the Audio Display field.</QXZ> |
| soundboard-rank | Rank | <QXZ>The vertical order in which the audio file will be displayed to the agent.</QXZ> |
| soundboard-h_ord | Horz | <QXZ>The horizontal order in which the audio file will be displayed to the agent.</QXZ> |
| soundboard-type | Type | <QXZ>Either a clickable button that will play a sound, a header that will not be clickable and will only show the NAME of the entry or a space that will leave a blank spacer with no text. The header will also have white text on a black background. The -head2r- option is a header that will extend into the second row of columns below it.</QXZ> |
| soundboard-font | Font | <QXZ>The font the button will be displayed with, the bigger the number, the bigger the font. A -B- in the option will bold the text. An -I- in the option will italicize the text.</QXZ> |
| soundboard-level | Level | <QXZ>Primary or secondary level of the audio. Level 2 audio files are always below a level 1 audio file.</QXZ> |
| soundboard-add | Add | <QXZ>Put a new audio file on the primary level 1 or underneath a level 1 in the secondary level 2 position.</QXZ> |
| agent_chat_log | Agent Chat Log Report | <QXZ>This report will show all chat logs made between agents and managers or customers, with options to download and display individual chat logs.</QXZ> |
| custom_reports_admin-custom_reports_user_groups | User Group | <QXZ>This menu is where you select what user groups will be able to access this report. Agents must belong to a selected user group in order to see the link for it in the reports page.</QXZ> |
| languages-language_id | Language ID | <QXZ>The unique ID that the language will be referred to in the system. it should contain no spaces or special characters other thsn underscores or dashes.</QXZ> |
| languages-language_description | Language Description | <QXZ>Description of the language entry.</QXZ> |
| languages-language_code | Language Code | <QXZ>The web browser code to be used to identify the native web browser language that this language is intended for. For example, United States English is en-us. This is not a required field. If a two letter code is used and a matching image is found, it will be displayed next to this field.</QXZ> |
| languages-user_group | User Group | <QXZ>Administrative User Group associated with this language entry</QXZ> |
| languages-active | Active | <QXZ>For Agents and Users to use this language, this needs to be set to Y. Default is N.</QXZ> |