help_documentation
Σύνολο εγγραφών στον πίνακα: 1581
| help_id | help_title | help_text |
|---|---|---|
| campaigns-amd_agent_route_options | AMD Agent Route Options | <QXZ>If enabled and you are using Asterisk AMD, this setting will allow you to define the AMD statuses and responses for calls going through AMD that will be sent to agents, overriding the default which sends all HUMAN and NOTSURE status calls to agents. To see the AMD statuses and responses for the calls that have been logged on your system, go to the AMD Log Report on the Admin Utilities page. The PENDING option for this setting will allow you to click on this option to go to the Modify Settings Container page to edit the settings without making them active yet. Default is DISABLED. There is also a special option you can enable in this settings container, NOAUDIODATA-Hangup-ENABLED, which will enable the immediate hangup of calls that have no audio data when they reach the AMD routing script. The Settings Container for these options allow for multiple lines of settings, with each line containing one AMD status-response pair each separated by a comma. For example:</QXZ><BR>HUMAN,HUMAN<BR>NOTSURE,TOOLONG<BR> |
| campaigns-cpd_amd_action | CPD AMD Action | <QXZ>If you are using the Sangoma ParaXip Call Progress Detection software then you will want to enable this setting either setting it to DISPO which will disposition the call as AA and hang it up if the call is being processed and has not been sent to an agent yet or MESSAGE which will send the call to the defined Answering Machine Message for this campaign. Default is DISABLED. Setting this to INGROUP will send an answering machine to an inbound group. Setting this to CALLMENU will send an answering machine to a Call Menu in the system.</QXZ> |
| campaigns-cpd_unknown_action | CPD Unknown Action | <QXZ>If you are using the Sangoma ParaXip Call Progress Detection software and you want to send calls that have an Unknown result to a destination other than an agent, then you will want to enable this setting either setting it to DISPO which will disposition the call as AA and hang it up if the call is being processed and has not been sent to an agent yet or MESSAGE which will send the call to the defined Answering Machine Message for this campaign. Default is DISABLED. Setting this to INGROUP will send an answering machine to an inbound group. Setting this to CALLMENU will send an answering machine to a Call Menu in the system.</QXZ> |
| campaigns-amd_inbound_group | AMD Inbound Group | <QXZ>If CPD AMD Action is set to INGROUP, then this is the Inbound Group that the call will be sent to if an answering machine is detected.</QXZ> |
| campaigns-amd_callmenu | AMD Call Menu | <QXZ>If CPD AMD Action is set to CALLMENU, then this is the Call Menu that the call will be sent to if an answering machine is detected.</QXZ> |
| campaigns-leave_vm_message_group_id | VM Message Group | <QXZ>If this option is set, the VM transfer panel button will open up a new panel with all of the messages that are shown in the selected VM Message Group that the agent can choose to have played to the customer voicemail box when transferred. Default is blank for disabled.</QXZ> |
| campaigns-leave_vm_no_dispo | Leave VM No Dispo | <QXZ>If this option is enabled, when the agent transfers a call to a VM Message, the agent screen will not automatically be sent to the disposition screen, it will stay in the talk screen. Default is DISABLED.</QXZ> |
| campaigns-manual_auto_next | Manual Auto Next Seconds | <QXZ>If the Dial Method is set to MANUAL or INBOUND_MAN, then this setting will trigger the next lead to be automatically be dialed after this number of seconds. If enabled, it cannot be set lower than 5 seconds. Default is 0 for disabled.</QXZ> |
| campaigns-manual_auto_next_options | Manual Auto Next Options | <QXZ>If the Manual Auto Next option is enabled above, then this setting will determine if the timer to automatically dial the next number will count down while the agent is paused or not. Default is DEFAULT, which will count down while the agent is paused.</QXZ> |
| campaigns-manual_auto_show | Manual Auto Next Show Timer | <QXZ>If the Manual Auto Next Seconds option above is enabled, this setting will display a countdown timer to the agent if enabled. Default is N for disabled.</QXZ> |
| campaigns-alt_number_dialing | Manual Alt Num Dialing | <QXZ>This option allows an agent to manually dial the alternate phone number or address3 field after the main number has been called. If the option has SELECTED in it then the Alt Dial checkbox will be automatically checked for each call. If the option has UNSELECTED in it then the Alt Dial checkbox will be automatically not checked for each call. If the option has TIMER in it then the Alt Phone or Address3 field will be automatically be dialed after Timer Alt Seconds. Default is N for disabled.</QXZ> |
| campaigns-timer_alt_seconds | Timer Alt Seconds | <QXZ>If the Manual Alt Num Dialing setting has TIMER in it then the Alt Phone or Address3 field will be automatically be dialed after this number of seconds. Default is 0 for disabled.</QXZ> |
| campaigns-drop_call_seconds | Drop Call Seconds | <QXZ>The number of seconds from the time the customer line is picked up until the call is considered a DROP, only applies to outbound calls.</QXZ> |
| campaigns-drop_action | Drop Action | <QXZ>This menu allows you to choose what happens to a call when it has been waiting for longer than what is set in the Drop Call Seconds field. HANGUP will simply hang up the call, MESSAGE will send the call the Drop Exten that you have defined below, VOICEMAIL will send the call to the voicemail box that you have defined below and IN_GROUP will send the call to the Inbound Group that is defined below. 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> |
| campaigns-safe_harbor_exten | Safe Harbor Exten | <QXZ>This is the dial plan extension that the desired Safe Harbor audio file is located at on your server.</QXZ> |
| campaigns-safe_harbor_audio | Safe Harbor Audio | <QXZ>This is the audio prompt file that is played if the Drop Action is set to AUDIO. Default is buzz.</QXZ> |
| campaigns-safe_harbor_audio_field | Safe Harbor Audio Field | <QXZ>This optional setting allows you to define a field in the list that the system will use as the audio filename for each lead in place of the Safe Harbor Audio file. If this is set to DISABLED the Safe Harbor Audio file will always be used. The system will do no validation to make sure that the audio file exists other than to make sure the value of the field is at least one character, so if you want a lead to use the default Safe harbor Audio then you just set the field value in the lead to empty. You can use the pipe character to link multiple audio files together in the field value for each lead. Default is DISABLED. Here is the list of fields that can be used for this setting: vendor_lead_code, source_id, list_id, phone_code, phone_number, title, first_name, middle_initial, last_name, address1, address2, address3, city, state, province, postal_code, country_code, gender, alt_phone, email, security_phrase, comments, rank, owner, entry_list_id</QXZ> |
| campaigns-safe_harbor_menu_id | Safe Harbor Call Menu | <QXZ>This is the call menu that a call is sent to if the Drop Action is set to CALLMENU.</QXZ> |
| campaigns-voicemail_ext | Voicemail | <QXZ>If defined, calls that would normally DROP would instead be directed to this voicemail box to hear and leave a message.</QXZ> |
| campaigns-drop_inbound_group | Drop Transfer Group | <QXZ>If Drop Action is set to IN_GROUP, the call will be sent to this inbound group if it reaches Drop Call Seconds.</QXZ> |
| campaigns-no_hopper_leads_logins | Allow No-Hopper-Leads Logins | <QXZ>If set to Y, allows agents to login to the campaign even if there are no leads loaded into the hopper for that campaign. This function is not needed in CLOSER-type campaigns. Default is N.</QXZ> |
| campaigns-no_hopper_dialing | No Hopper Dialing | <QXZ>If This is enabled, the hopper will not run for this campaign. This option is only available when the dial method is set to MANUAL or INBOUND_MAN. It is recommended that you do not enable this option if you have a very large lead database, over 100,000 leads. With No Hopper Dialing, the following features do not work: lead recycling, auto-alt-dialing, list mix, list ordering with Xth NEW. If you want to use Owner Only Dialing you must have No Hopper Dialing enabled. Default is N for disabled.</QXZ> |
| campaigns-agent_dial_owner_only | Owner Only Dialing | <QXZ>If This is enabled, the agent will only receive leads that they are within the ownership parameters for. If this is set to USER then the agent must be the user defined in the database as the owner of this lead. If this is set to TERRITORY then the owner of the lead must match the territory listed in the User Modification screen for this agent. If this is set to USER_GROUP then the owner of the lead must match the user group that the agent is a member of. For this feature to work the dial method must be set to MANUAL or INBOUND_MAN and No Hopper Dialing must be enabled. Default is NONE for disabled. If the option has BLANK at the end, then users are allowed to dial leads with no owner defined in addition to owner defined leads.</QXZ> |
| campaigns-owner_populate | Owner Populate | <QXZ>If this is enabled and the owner field of the lead is blank, the owner field for the lead will populate with the user ID of the agent that handles the call first. Default is DISABLED. |
| campaigns-agent_select_territories | Agent Select Territories | <QXZ>If this option is enabled and the agent belongs to at least one territory, the agent will have the option of selecting territories to dial leads from. The agent will see a list of available territories upon login and they will have the ability to go back to that territory list when paused to change their territories. For this function to work the Owner Only Dialing option must be set to TERRITORY and User Territories must be enabled in the System Settings.</QXZ> |
| campaigns-list_order_mix | List Order Mix | <QXZ>Overrides the Lead Order and Dial Status fields. Will use the List and status parameters for the selected List Mix entry in the List Mix sub section instead. Default is DISABLED.</QXZ> |
| campaigns-vcl_id | List Mix ID | <QXZ>ID of the list mix. Must be from 2-20 characters in length with no spaces or other special punctuation.</QXZ> |
| campaigns-vcl_name | List Mix Name | <QXZ>Descriptive name of the list mix. Must be from 2-50 characters in length.</QXZ> |
| campaigns-list_mix_container | List Mix Detail | <QXZ>The composition of the List Mix entry. Contains the List ID, mix order, percentages and statuses that make up this List Mix. The percentages always have to add up to 100, and the lists all have to be active and set to the campaign for the order mix entry to be Activated.</QXZ> |
| campaigns-mix_method | List Mix Method | <QXZ>The method of mixing all of the parts of the List Mix Detail together. EVEN_MIX will mix leads from each part interleaved with the other parts, like this 1,2,3,1,2,3,1,2,3. IN_ORDER will put the leads in the order in which they are listed in the List Mix Detail screen 1,1,1,2,2,2,3,3,3. RANDOM will put them in RANDOM order 1,3,2,1,1,3,2,1,3. Default is IN_ORDER.</QXZ><!-- |
| campaigns-agent_extended_alt_dial | Agent Screen Extended Alt Dial | <QXZ>This feature allows for agents to access extended alternate phone numbers for leads beyond the standard Alt Phone and Address3 fields that can be used in the agent screen for phone numbers beyond the main phone number. The Extended phone numbers can be dialed automatically using the Auto-Alt-Dial feature in the Campaign settings, but enabling this Agent Screen feature will also allow for the agent to call these numbers from their agent screen as well as edit their information. This feature is in development and is not currently available.</QXZ>--> |
| campaigns-survey_first_audio_file | Survey First Audio File | <QXZ>This is the audio filename that is played as soon as the customer picks up the phone when running a survey campaign. If you want to have more than one audio prompt played to the customer, you can separate them with the pipe character. If Cepstral Text to Speech is installed on your system, then you can use a TTS prefix with a TTS ID that you have defined to have an audio file generated on the fly when a survey call is answered. You can also use a DYN prefix for this field to use lead field variables such as --A--province--B-- to refer to audio files that can be played. For both TTS and DYN playback capabilities, you must use one of the Cepstral campaign routing extensions like 8374 or 8375, even if you are not using Cepstral.</QXZ> |
| campaigns-survey_dtmf_digits | Survey DTMF Digits | <QXZ>This field is where you define the digits that a customer can press as an option on a survey campaign. valid dtmf digits are 0123456789*#. All options except for the Not Interested, Third and Fourth digit options will move on to the Survey Method call path.</QXZ> |
| campaigns-survey_wait_sec | Survey Wait Seconds | <QXZ>This is the number of seconds when in Survey mode the system will wait for input from the person called until the survey or drop action is triggered. Is not applied if the Survey Method is HANGUP. Default is 10 seconds.</QXZ> |
| campaigns-survey_ni_digit | Survey Not Interested Digit | <QXZ>This field is where you define the customer digit pressed that will show they are Not Interested.</QXZ> |
| campaigns-survey_ni_status | Survey Not Interested Status | <QXZ>This field is where you select the status to be used for Not Interested. If DNC is used and the campaign is set to use DNC then the phone number will be automatically added to the internal DNC list and possibly the campaign-specific DNC list if that is enabled in the campaign.</QXZ> |
| campaigns-survey_opt_in_audio_file | Survey Opt-in Audio File | <QXZ>This is the audio filename that is played when the customer has opted-in to the survey, not opted-out or not responded if the no-response-action is set to OPTOUT. After this audio file is played, the Survey Method action is taken. See the -Survey First Audio File- help for some more advanced options of what you can put into this field.</QXZ> |
| campaigns-survey_ni_audio_file | Survey Not Interested Audio File | <QXZ>This is the audio filename that is played when the customer has opted-out of the survey, not opted-in or not responded if the no-response-action is set to OPTIN. After this audio file is played, the call will be hung up. See the -Survey First Audio File- help for some more advanced options of what you can put into this field.</QXZ> |
| campaigns-survey_method | Survey Method | <QXZ>This option defines what happens to a call after the customer has opted-in. AGENT_XFER will send the call to the next available agent. VOICEMAIL will send the call to the voicemail box that is specified in the Voicemail field. EXTENSION will send the customer to the extension defined in the Survey Xfer Extension field. HANGUP will hang up the customer. CAMPREC_60_WAV will send the customer to have a recording made with their response, this recording will be placed in a folder named as the campaign inside of the Survey Campaign Recording Directory. CALLMENU will send the customer to the Call Menu defined in the select list below. 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> |
| campaigns-survey_no_response_action | Survey No-Response Action | <QXZ>This is where you define what will happen if there is no response to the survey question. OPTIN will only send the call on to the Survey Method if the customer presses a dtmf digit. OPTOUT will send the customer on to the Survey Method even if they do not press a dtmf digit. DROP will drop the call using the campaign drop method but still log the call as a PM played message status.</QXZ> |
| campaigns-survey_response_digit_map | Survey Response Digit Map | <QXZ>This is the section where you can define a description to go with each dtmf digit option that the customer may select.</QXZ> |
| campaigns-survey_xfer_exten | Survey Xfer Extension | <QXZ>If the Survey Method of EXTENSION is selected then the customer call would be directed to this dialplan extension.</QXZ> |
| campaigns-survey_camp_record_dir | Survey Campaign Recording Directory | <QXZ>If the Survey Method of CAMPREC_60_WAV is selected then the customer response will be recorded and placed in a directory named after the campaign inside of this directory.</QXZ> |
| campaigns-survey_third_digit | Survey Third Digit | <QXZ>This allows for a third call path if the Third digit as defined in this field is pressed by the customer.</QXZ> |
| campaigns-survey_fourth_digit | Survey Fourth Digit | <QXZ>This allows for a fourth call path if the Fourth digit as defined in this field is pressed by the customer.</QXZ> |
| campaigns-survey_third_audio_file | Survey Third Audio File | <QXZ>This is the third audio file to be played upon the selection by the customer of the Third 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_third_status | Survey Third Status | <QXZ>This is the third status used for the call upon the selection by the customer of the Third Digit option.</QXZ> |
| campaigns-survey_third_exten | Survey Third Extension | <QXZ>This is the third extension used for the call upon the selection by the customer of the Third Digit option. Default is 8300 which immediately hangs up the call after the Audio File message is played.</QXZ> |
| campaigns-agent_display_dialable_leads | Agent Display Dialable Leads | <QXZ>This option if enabled will show the number of dialable leads available in the campaign in the agent screen. This number is updated in the system once a minute and will be refreshed on the agent screen every few seconds.</QXZ> |
| campaigns-survey_menu_id | Survey Call Menu | <QXZ>If the method is set to CALLMENU, this is the Call Menu that the customer is sent to if they opt-in.</QXZ> |