help_documentation
Σύνολο εγγραφών στον πίνακα: 1581
| help_id | help_title | help_text |
|---|---|---|
| campaigns-call_quota_lead_ranking | Call Quota Lead Ranking | <QXZ>This setting will allow you to choose a Settings Container which has the settings you want to use for Call Quota Lead Ranking. Default is DISABLED.</QXZ> |
| campaigns-demographic_quotas | Demographic Quotas | <QXZ>This setting will enable or disable the Demographic Quotas feature for this campaign. For these features to work, you will need to select a value Container in the setting below. This feature is not related to Call Quota Lead Ranking and the two features should not be active on any single campaign at the same time. For more information, read the DEMOGRAPHIC_QUOTAS.txt document. Default is DISABLED.</QXZ> |
| campaigns-demographic_quotas_rerank | Demographic Quotas Force Re-Rank | <QXZ>By default, Demographic Quotas will only re-rank the leads in the campaign lists either when a quota has been reached or the campaign has run out of leads to dial. But this setting can force the system to re-rank the leads once using NOW, every hour using HOUR or every minute using the MINUTE setting. Keep in mind that depending on your system capacity and the number of leads in the campaign lists, this re-ranking process may lead to temporary system disruption, especially if it is run very frequently. When NOW is used, after the re-ranking process, the value of this setting will go back to NO. Default is NO.</QXZ> |
| campaigns-demographic_quotas_list_resets | Demographic Quotas List Resets | <QXZ>This optional setting can reset the active lists in this campaign if there are leads within the call time available and there are no more dialable leads in the campaign lists. We do not recommend activating this setting in most cases because it can result in customers being called an excessive number of times in a single day. Default is MANUAL.</QXZ> |
| campaigns-demographic_quotas_container | Demographic Quotas Container | <QXZ>This setting is where you select a DEMOGRAPHIC_QUOTAS container to be used for the Demographic Quota features to use for quota goals. For more information, read the DEMOGRAPHIC_QUOTAS.txt document. Default is DISABLED.</QXZ> |
| campaigns-call_count_limit | Call Count Limit | <QXZ>This enforces a limit on the number of call attempts for the leads dialed in this campaign. A lead may go over this limit slightly if Lead Recycling or Auto-Alt-Dialing is enabled. Default is 0 for no limit.</QXZ> |
| campaigns-call_count_target | Call Count Target | <QXZ>This option is only used for reporting purposes and has no effect on leads dialed. Default is 3.</QXZ> |
| campaigns-daily_call_count_limit | Daily Call Count Limit | <QXZ>This feature, if enabled, will limit the number of times a lead can be called in a single day. Once a lead has reached this set limit, if the lead is selected to be dialed again, the called-since-last-reset flag on the lead will be changed to -Y- and the call will not be dialed. If you want to raise this daily limit during the day, you might need to reset your lists to be able to dial the leads that hit the previous limit earlier in the day. This feature may conflict with Auto-Alt-Dial features if they are enabled on a campaign. Default is 0 for disabled.</QXZ> |
| settings-daily_limit_manual | Daily Call Limit Manual | <QXZ>If the Daily Call Count Limit is enabled, this setting will determine if manual dial calls will be counted and or restricted in the daily call count limit. The DISABLED option will not count manual dial calls or restrict them as part of the daily call count limits, only auto-dial calls would be counted restricted. If one of the COUNT options is used, then manual dial calls would be included in the daily call counts. If one of the RESTRICT options is used, then manual dial calls would be restricted as part of the daily call count limit. Default is DISABLED.</QXZ> |
| campaigns-daily_phone_number_call_limit | Daily Phone Number Call Limit System-wide | <QXZ>This feature, if enabled, will limit the number of times a specific phone number can be called in a single day through this campaign. Once a phone number has reached this set limit, if the lead is selected to be dialed again, the called-since-last-reset flag on the lead will be changed to -Y- and the call will not be dialed. If you want to raise this daily limit during the day, you might need to reset your lists to be able to dial the leads that hit the previous limit earlier in the day. This feature may conflict with Auto-Alt-Dial features if they are enabled on a campaign. Default is 0 for disabled.</QXZ> |
| campaigns-call_limit_24hour_method | 24-Hour Called Count Limit Method | <QXZ>This feature will limit the number of calls that can be placed to a lead or phone number over a consecutive 24 hour time period. This setting will determine if the called count limit is based upon a lead or a phone number. Default is DISABLED.</QXZ> |
| campaigns-call_limit_24hour | 24-Hour Called Count Limit | <QXZ>If the 24-Hour Called Count Limit Method setting is not disabled, this setting determines the number of calls that can be placed within 24 hours. For example, if this option is set to -1- and a call is placed to a lead at 11:01, then the next time that lead could be called is after 11:01 the next day. There is no manual dial override for this feature, it will affect all normal customer calls placed within this campaign. If you use this feature with Lead Recycling enabled and the 24-Hour call limit is reached for a recycled lead, the recycling count for that lead will reset to 0 after the 24-Hour call count limit time expires. Default is 0.</QXZ> |
| campaigns-call_limit_24hour_scope | 24-Hour Called Count Limit Scope | <QXZ>If the 24-Hour Called Count Limit feature is enabled, this setting will determine if the called count limit is counted using system-wide call counts or only the called counts within the lists for this campaign. Default is SYSTEM_WIDE.</QXZ> |
| campaigns-call_limit_24hour_override | 24-Hour Called Count Limit Override | <QXZ>If the 24-Hour Called Count Limit feature is enabled, you can create a Settings Container of the CALL_LIMITS_OVERRIDE container type that will allow you to override the 24-Hour Called Count Limit for calls to specific states, based upon the area-code of the phone number being dialed. The area-code to state relationship is defined in the internal database which you can access by going to Admin, System Settings, Phone Codes. Default is DISABLED.<br>Example CALL_LIMITS_OVERRIDE Container Entry:<br>; The allowed methods are: state_areacode, state_areacode_postcode, state_areacode_postcode_state, state_areacode_state<br>method => state_areacode<br>; One line per state, with fields separated by commas: the country abbreviation, state abbreviation and the 24-hour call limit for that state<br>state => USA,FL,3<br>state => USA,GA,4<br><br>For more detailed information on how this works, read the CALL_COUNT_LIMITS.txt document.</QXZ> |
| campaigns-hopper_drop_run_trigger | Hopper Drop-Run Trigger | <QXZ>This setting, if activated, will ignore all hopper loading criteria for a single hopper run for this campaign and it will only load the DROP status leads from the active lists for the campaign into the hopper at the highest hopper priority, and once this single hopper run has happened, this setting will reset to N for this campaign and the hopper loading will go back to normal for the next minute when it runs. This process will also update any DROPs already in the hopper to the highest hopper priority if they are not already there. If the -All Drops- checkbox is checked, then any status with -DROP- in the status or status name will be selected, including all system statuses and campaign statuses whether they are for outbound or inbound calls. WARNING, when this runs it will not check to see if the lists have been reset, so you may be calling back DROP leads that were recently called. However, if the Drop Lockout Time has been enabled, that setting will be honored. Default is N, unselected, for inactive.</QXZ> |
| campaigns-drop_lockout_time | Drop Lockout Time | <QXZ>This is a number of hours that DROP abandon calls will be prevented from being dialed, to disable set to 0. This setting is very useful in countries like the UK where there are regulations preventing the attempted calling of customers within 72 hours of an Abandon, or DROP. Default is 0.</QXZ> |
| campaigns-force_reset_hopper | Force Reset of Hopper | <QXZ>This allows you to wipe out the hopper contents upon form submission. It should be filled again when the VDhopper script runs.</QXZ> |
| campaigns-hopper_hold_inserts | Hopper Hold Inserts | <QXZ>If enabled, this will insert leads into the hopper as a RHOLD status, so they can be activated by an outside process or utility. Default is DISABLED.</QXZ> |
| campaigns-dial_method | Dial Method | <QXZ>This field is the way to define how dialing is to take place. If MANUAL then the auto_dial_level will be locked at 0 unless Dial Method is changed. If RATIO then the normal dialing a number of lines for Active agents. ADAPT_HARD_LIMIT will dial predictively up to the dropped percentage and then not allow aggressive dialing once the drop limit is reached until the percentage goes down again. ADAPT_TAPERED allows for running over the dropped percentage in the beginning of the shift -as defined by Latest Server Time set for campaign- and gets more strict as the shift goes on, for example, if there are 10 hours or more left in the shift, the TAPERED feature will not affect the adaptive dial level at all, as the number of hours left in the shift drops below 10 hours and gets closer to 0, the dial level will be dropped closer and closer to 1.0 as time goes on. ADAPT_AVERAGE tries to maintain an average or the dropped percentage not imposing hard limits as aggressively as the other two methods. You cannot change the Auto Dial Level if you are in any of the ADAPT dial methods. Only the Dialer can change the dial level when in predictive dialing mode. INBOUND_MAN allows the agent to place manual dial calls from a campaign list while being able to take inbound calls between manual dial calls.</QXZ> |
| campaigns-auto_dial_level | Auto Dial Level | <QXZ>This is where you set how many lines the system should use per active agent. zero 0 means auto dialing is off and the agents will click to dial each number. Otherwise the system will keep dialing lines equal to active agents multiplied by the dial level to arrive at how many lines this campaign on each server should allow. The ADAPT OVERRIDE checkbox allows you to force a new dial level even though the dial method is in an ADAPT mode. This is useful if there is a dramatic shift in the quality of leads and you want to drastically change the dial_level manually.</QXZ> |
| campaigns-dial_level_threshold | Auto Dial Level Threshold | <QXZ>This setting only works with an ADAPT or RATIO Dial Method, and it must be set to something other than DISABLED and the number of agents setting must be above 0. This feature allows you to set a minimum number agents that predictive algorithm will work at. If the number of agents falls below the number that you have set, then the dial level will go to 1.0 until more agents log in or go into the selected state. LOGGED-IN_AGENTS will count all agents logged into the campaign, NON-PAUSED_AGENTS will only count agents that are waiting or talking, and WAITING_AGENTS will only count agents that are waiting for a call. Default is DISABLED.</QXZ> |
| campaigns-available_only_ratio_tally | Available Only Tally | <QXZ>This field if set to Y will leave out INCALL and QUEUE status agents when calculating the number of calls to dial when not in MANUAL dial mode. Default is N.</QXZ> |
| campaigns-available_only_tally_threshold | Available Only Tally Threshold | <QXZ>This setting only works with an ADAPT or RATIO Dial Method, Available Only Tally must be set to N, this setting must be set to something other than DISABLED and the number of agents setting must be above 0. This feature allows you to set the number of agents below which Available Only Tally will be enabled. If the number of agents falls below the number that you have set, then the Available Only Tally setting will go to Y temporarily until more agents log in or go into the selected state. LOGGED-IN_AGENTS will count all agents logged into the campaign, NON-PAUSED_AGENTS will only count agents that are waiting or talking, and WAITING_AGENTS will only count agents that are waiting for a call. Default is DISABLED.</QXZ> |
| campaigns-incall_tally_threshold_seconds | Agent In-Call Tally Seconds Threshold | <QXZ>This feature allows you to specify the amount of time an agent is in a phone call past which the agent is not counted for dialing additional outbound calls while in an auto-dial mode. This feature only works when Available Only Tally is not active. Default is 0 for disabled.</QXZ> |
| campaigns-adaptive_dropped_percentage | Drop Percentage Limit | <QXZ>This field is where you set the limit of the percentage of dropped calls you would like while using an adaptive-predictive dial method, not MANUAL or RATIO.</QXZ> |
| campaigns-adaptive_maximum_level | Maximum Adapt Dial Level | <QXZ>This field is where you set the limit of the limit to the number of lines you would like dialed per agent while using an adaptive-predictive dial method, not MANUAL or RATIO. This number can be higher than the Auto Dial Level if your hardware will support it. Value must be a positive number greater than one and can have decimal places Default 3.0.</QXZ> |
| campaigns-adaptive_latest_server_time | Latest Server Time | <QXZ>This field is only used by the ADAPT_TAPERED dial method. You should enter in the hour and minute that you will stop calling on this campaign, 2100 would mean that you will stop dialing this campaign at 9PM server time. This allows the Tapered algorithm to decide how aggressively to dial by how long you have until you will be finished calling.</QXZ> |
| campaigns-adaptive_intensity | Adapt Intensity Modifier | <QXZ>This field is used to adjust the predictive intensity either higher or lower. The higher a positive number you select, the greater the dialer will increase the call pacing when it goes up and the slower the dialer will decrease the call pacing when it goes down. The lower the negative number you select here, the slower the dialer will increase the call pacing and the faster the dialer will lower the call pacing when it goes down. Default is 0. This field is not used by the MANUAL or RATIO dial methods.</QXZ> |
| campaigns-adaptive_dl_diff_target | Dial Level Difference Target | <QXZ>This field is used to define whether you want to target having a specific number of agents waiting for calls or calls waiting for agents. For example if you would always like to have on average one agent free to take calls immediately you would set this to -1, if you would like to target always having one call on hold waiting for an agent you would set this to 1. Default is 0. This field is not used by the MANUAL or INBOUND_MAN dial methods.</QXZ> |
| campaigns-dl_diff_target_method | Dial Level Difference Target Method | <QXZ>This option allows you to define whether the dial level difference target setting is applied only to the calculation of the dial level or also to the actual dialing on each dialing server. If you are running a small campaign with agents logged in on many servers you may want to use the ADAPT_CALC_ONLY option, because the CALLS_PLACED option may result in fewer calls being placed than desired. This option is only active if Dial Level Difference Target is set to something other than 0. Default is ADAPT_CALC_ONLY.</QXZ> |
| campaigns-concurrent_transfers | Concurrent Transfers | <QXZ>This setting is used to define the number of calls that can be sent to agents at the same time. It is recommended that this setting is left at AUTO. This field is not used by the MANUAL dial method.</QXZ> |
| campaigns-queue_priority | Queue Priority | <QXZ>This setting is used to define the order in which the calls from this outbound campaign should be answered in relation to the inbound calls if this campaign is in blended mode. We do not recommend setting inbound calls to a higher priority than the outbound campaign calls because people calling in expect to wait and people being called expect for someone to be there on the phone.</QXZ> |
| campaigns-shared_dial_rank | Shared Dial Rank | <QXZ>For campaigns that are set to a SHARED dial method, this setting will indicate the dialing priority among all of the SHARED dial method campaigns in the system for this specific campaign. The smaller the Shared Dial Rank number for a campaign, the sooner a call will be placed for that campaign. Default is 99.</QXZ> |
| campaigns-drop_rate_group | Multiple Campaign Drop Rate Group | <QXZ>This feature allows you to set a campaign as a member of a Campaign Drop Rate Group, or a group of campaigns whose Human Answered calls and Drop calls for all campaigns in the group will be combined into a shared drop percentage, or abandon rate. This allows you to to run multiple campaigns at once and more easily control your drop rate. This is particularly useful in the UK where regulations permit this drop rate calculation method with campaign grouping for the same company even if there are several campaigns that company is running during the same day. To enable this for a campaign, just select a group from the list. There are 10 groups defined in the system by default, you can contact your system administrator to add more. Default is DISABLED.</QXZ> |
| campaigns-inbound_queue_no_dial | Inbound Queue No Dial | <QXZ>This feature if set to ENABLED allows you to prevent outbound auto-dialing of this campaign if there are any inbound calls waiting in queue that are part of the allowed inbound groups set in this campaign. Setting this to ALL_SERVERS will change the algorithm to calculate all inbound calls as active calls on this server even if they are on another server which will reduce the chance of placing unnecessary outbound calls if you have calls coming in on another server. Default is DISABLED.</QXZ> <QXZ>If the selected option includes CHAT, then no outbound auto-dialing will take place while an inbound customer chat is waiting.</QXZ> |
| campaigns-inbound_no_agents_no_dial_container | Inbound No-Agents No-Dial | <QXZ>If set to something other than ---DISABLED---, the selected INGROUP_LIST type of Settings Container will be used to determine if any agents are ready and waiting for phone calls from at least one of the listed In-Groups. The Container should have one line per In-Group. If there are less inbound agents available than the Threshold setting below, then no outbound calls will be placed for this campaign. Default is DISABLED.</QXZ> |
| campaigns-inbound_no_agents_no_dial_threshold | Inbound No-Agents No-Dial Threshold | <QXZ>If the Inbound No-Agents No-Dial option is enabled above, then this setting will be used to determine if the campaign will be allowed to place outbound auto-dial calls, if this number is greater than the number of inbound agents available. Default is 0, for disabled.</QXZ> |
| campaigns-auto_alt_dial | Auto Alt-Number Dialing | <QXZ>This setting is used to automatically dial alternate number fields while dialing in the RATIO and ADAPT dial methods when there is no contact at the main phone number for a lead, the statuses to trigger alt dial can be set in the Auto Alt Dial page. This setting is not used by the MANUAL dial method. EXTENDED alternate numbers are numbers loaded into the system outside of the standard lead information screen. Using EXTENDED you can have hundreds of phone numbers for a single customer record. Using MULTI_LEAD allows you to use a separate lead for each number on a customer account that all share a common vendor_lead_code, and the type of phone number for each is defined with a label in the Owner field. This option will disable some options on the Modify Campaign screen and show a link to the Multi-Alt Settings page which allows you to set which phone number types, defined by the label of each lead, will be dialed and in what order. This will create a special lead filter and will alter the Rank field of all of the leads inside the lists set to this campaign in order to call them in the order you have specified.</QXZ> |
| campaigns-auto_alt_threshold | Auto Alt-Number Dialing Threshold | <QXZ>If Auto Alt-Number Dialing is enabled, and not set to MULTI_LEAD, then this setting will specify the number of call attempts to the lead after which the Auto Alt dialing will no longer place alternate number calls for a specific lead, if the lead is called after this number of attempts then only the main phone number will be called. There is also a List Override option for this feature. Default is 0 for the threshold being disabled.</QXZ> |
| campaigns-dial_timeout | Dial Timeout | <QXZ>If defined, calls that would normally hang up after the timeout defined in extensions.conf would instead timeout at this amount of seconds if it is less than the extensions.conf timeout. This allows for quickly changing dial timeouts from server to server and limiting the effects to a single campaign. If you are having a lot of Answering Machine or Voicemail calls you may want to try changing this value to between 21-26 and see if results improve.</QXZ> |
| campaigns-dial_timeout_lead_container | Dial Timeout Lead Container | <QXZ>This option allows you to select a Settings Container of the DIAL_TIMEOUTS type that will allow you to override the campaign dial timeouts on a per lead basis using a lead field value defined in the container. You can enable manual dialing and auto dialing overrides separately by defining which lead field is to be looked at for a dial timeout key value. If you wanted to use the -comments- lead field for manual dial timeouts, you would define manual_dial_field => comments. If you wanted to use the -comments- lead field for auto dial timeouts, you would define auto_dial_field => comments. after either or both of these are defined, you will need to define the key and value pairs for the dial timeouts. For example, if a key of -A- in the comments field should trigger a 50 second dial timeout override for the lead, you would define A => 50. You can define multiple key and value pairs in the settings container. Lead field names should be in lower case letters only. You must define the Lead Field Name above any Field Values that you define. Field value matching is case sensitive. We recommend not matching to field values that have spaces or special characters in them.</QXZ> |
| campaigns-campaign_vdad_exten | Routing Extension | <QXZ>This field allows for a custom outbound routing extension. This allows you to use different call handling methods depending upon how you want to route calls through your outbound campaign. Formerly called Campaign VDAD extension.</QXZ><BR>- <QXZ>8364 - same as 8368</QXZ><BR>- <QXZ>8365 - Will send the call only to an agent on the same server as the call is placed on, DISABLED, now same as 8367</QXZ><BR>- <QXZ>8366 - Used for press-1, broadcast and survey campaigns</QXZ><BR>- <QXZ>8367 - Will try to first send the call to an agent on the local server, then it will look on other servers</QXZ><BR>- <QXZ>8368 - DEFAULT - Will send the call to the next available agent no matter what server they are on</QXZ><BR>- <QXZ>8369 - Used for Answering Machine Detection after that, same behavior as 8368</QXZ><BR>- <QXZ>8373 - Used for Answering Machine Detection after that same behavior as 8366</QXZ><BR>- <QXZ>8374 - Used for press-1, broadcast and survey campaigns with Cepstral Text-to-speech</QXZ><BR>- <QXZ>8375 - Used for Answering Machine Detection then press-1, broadcast and survey campaigns with Cepstral Text-to-speech</QXZ> |
| campaigns-agent_search_method | Agent Search Method Override | <QXZ>This setting will allow you to override the dialplan agent search method and force one only for this campaign. LB will search for the next agent on any server to send the answered call to. LO will first search on the originating server then search for agents on other servers. SO will only search on the originating server for an agent to send the answered call to. Default is blank for disabled. WARNING, setting this to -SO- can result in a much higher number of dropped calls.</QXZ> |
| campaigns-am_message_exten | Answering Machine Message | <QXZ>This field is for entering the prompt to play when the agent gets an answering machine and clicks on the Answering Machine Message button in the transfer conference frame. You must set this to either an audio file in the audio store or a TTS prompt if TTS is enabled on your system. You can also use lead fields to generate audio filenames using the DYN flag, for instance using DYN--A--user--B-- for agent 1234 would look for a file named 1234.wav in your audio store to play. If you need more space to build your message with files, you can put them into a Settings Container and the use STC and then the container ID to use that settings container as your answering machine message. Another advanced option is LTT, if you have custom programming on your system to construct answering maching messages on a per-call basis. If you will be using the Agent API function vm_message, you will want to put LTTagent in this field. Another advanced option is to use a prefix of FHG along with a URL to pull an audio file from a webserver, preferrably a local webserver. This FHG option can be used with a Text-to-Speech service to play recording generated on a per-call basis, possibly from a custom agent script. Here is an example using this prefix, FHGhttp//127.0.0.1/agc/tts/--A--lead_id--B--_TTS.wav</QXZ> |
| campaigns-vmm_daily_limit | Voicemail Message Daily Limit | <QXZ>This option allows you to limit the number of times a voicemail message plays to a lead for a single day. After the defined limit is reached, the call will be hung up instead of playing a message. If this feature is active then it will be in effect for all calls sent to play a voicemail message, even if an agent manually sends a call to a VM message. The default is 0, for disabled.</QXZ> |
| campaigns-waitforsilence_options | WaitForSilence Options | <QXZ>If Wait For Silence is desired on calls that are detected as Answering Machines then this field has those options. There are three settings separated by a comma, the first option is how long to detect silence in milliseconds, the second option is for how many times to detect that before playing the message, the third is the maximum number of seconds to wait before timing out and playing the message. Default is EMPTY for disabled. A standard value for this would be wait for 2 seconds of silence twice: 2000,2,30</QXZ> |
| campaigns-manual_vm_status_updates | Manual VM Status Updates | <QXZ>If enabled, this will enable the standard Answering Machine Messages status updates that exist for auto-dialed calls for manual dialed calls as well. Default is ENABLED.</QXZ> |
| campaigns-am_message_wildcards | AM Message Wildcards | <QXZ>This option, if enabled, allows you to go to the AM Message Wildcard administration page where you can define wildcards that can match data in a default lead field and can play a different message based upon the data in a specific lead. Default is N for disabled.</QXZ> |
| campaigns-amd_type | AMD Type | <QXZ>This setting allows you to define the type of Answering Machine Detection that should be used when routing answered outbound calls. The default is AMD, for the built-in AMD application. You should only change this setting if you have one of the listed third-party AMD solutions installed on your system and you have confirmed the proper Routing Extension to use with your system administrator.</QXZ> |
| campaigns-amd_send_to_vmx | AMD send to Action | <QXZ>This option allows you to define whether a call is sent to the Answering Machine Message or CPD AMD Action when an answering machine is detected, or if it is hung up. If this is set to N, then the call will be hung up as soon as it is determined to be an answering machine. Default is N.</QXZ> |