help_documentation
Σύνολο εγγραφών στον πίνακα: 1581
| help_id | help_title | help_text |
|---|---|---|
| campaigns-survey_recording | Survey Recording | <QXZ>If enabled, this will start recording when the call is answered. Only recommended if the method is not set to transfer to an agent. Default is N for disabled. If set to Y_WITH_AMD even answering machine detected message calls will be recorded.</QXZ> |
| campaigns-next_agent_call | Next Agent Call | <QXZ>This determines which agent receives the next call 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. Results in agents receiving about the same number of calls overall.</QXZ><BR> - <QXZ>oldest_call_finish: orders by the last time an agent finished a call. AKA agent waiting longest receives first call.</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.</QXZ><BR> - <QXZ>campaign_rank: orders by the rank given to the agent for the campaign. Highest to Lowest.</QXZ><BR> - <QXZ>campaign_grade_random: gives a higher probability of getting a call to the higher graded agents.</QXZ><BR> - <QXZ>fewest_calls: orders by the number of calls received by an agent for that specific inbound group. Least calls first.</QXZ><BR> - <QXZ>longest_wait_time: orders by the amount of time agent has been actively waiting for a call.</QXZ><BR> - <QXZ>overall_user_level_wait_time: same as overall_user_level except will use longest waiting as secondary order.</QXZ><BR> - <QXZ>campaign_rank_wait_time: same as campaign_rank except will use longest waiting as secondary order.</QXZ><BR> - <QXZ>fewest_calls_wait_time: same as fewest_calls except will use longest waiting as secondary order.</QXZ> |
| campaigns-local_call_time | Local Call Time | <QXZ>This is where you set during which hours you would like to dial, as determined by the local time in the area in which you are calling. This is controlled by area code and is adjusted for Daylight Savings time if applicable. General Guidelines in the USA for Business to Business is 9am to 5pm and Business to Consumer calls is 9am to 9pm. Any active Holidays defined for this Call Time within the next 12 months will be displayed in the agent screen Scheduled Callbacks calendar panel with an orange colored background.</QXZ> |
| campaigns-dial_prefix | Dial Prefix | <QXZ>This field allows for more easily changing a path of dialing to go out through a different method without doing a reload in Asterisk. Default is 9 based upon a 91NXXNXXXXXX in the dial plan - extensions.conf.</QXZ> |
| campaigns-manual_dial_prefix | Manual Dial Prefix | <QXZ>This optional field allows you to set the dial prefix to be used only when placing manual dial calls from the agent interface, such as using the MANUAL DIAL feature, or Dial Next Number when in the MANUAL dial method, or manual alt number dialing, or scheduled user-only callbacks. Default is empty for disabled, which will use the Dial Prefix defined in the field above. This option does not interfere with the 3way Dial Prefix option.</QXZ> |
| campaigns-omit_phone_code | Omit Phone Code | <QXZ>This field allows you to leave out the phone_code field while dialing within the system. For instance if you are dialing in the UK from the UK you would have 44 in as your phone_code field for all leads, but you just want to dial 10 digits in your dial plan extensions.conf to place calls instead of 44 then 10 digits. Default is N.</QXZ> |
| campaigns-campaign_cid | Campaign CallerID | <QXZ>This field allows for the sending of a custom callerid number on the outbound calls. This is the number that would show up on the callerid of the person you are calling. The default is UNKNOWN. If you are using T1 or E1s to dial out this option is only available if you are using PRIs - ISDN T1s or E1s - that have the custom callerid feature turned on, this will not work with Robbed-bit service -RBS- circuits. This will also work through most VOIP -SIP or IAX trunks- providers that allow dynamic outbound callerID. The custom callerID only applies to calls placed for the campaign directly, any 3rd party calls or transfers will not send the custom callerID. NOTE: Sometimes putting UNKNOWN or PRIVATE in the field will yield the sending of your default callerID number by your carrier with the calls. You may want to test this and put 0000000000 in the callerid field instead if you do not want to send you CallerID.</QXZ><QXZ>If all of the CallerID options are enabled, this is the priority in which each type of CallerID will be used, 1 is top priority - <BR>1 - List CID Group Override <BR>2 - List CallerID Override <BR>3 - CID Group entry(CID Group Failover) <BR>4 - AC-CID AREACODE entry <BR>5 - Custom CallerID, Security Phrase <BR>6 - USER_CUSTOM CallerID <BR>7 - Campaign CID <BR></QXZ> |
| campaigns-use_custom_cid | Custom CallerID | <QXZ>When set to Y, this option allows you to use the security_phrase field in the list table as the CallerID to send out when placing for each specific lead. If this field has no CID in it then the Campaign CallerID defined above will be used instead. This option will disable the list CallerID Override if there is a CID present in the security_phrase field. Default is N. When set to AREACODE you have the ability to go into the AC-CID submenu and define multiple callerids to be used per areacode. For MANUAL and INBOUND_MAN dial methods only, and agent manual dial calls in other dial methods, you can use one of the USER_CUSTOM selections to take a CallerID number put into one of the User Custom fields in the User Modify admin screen and use that for outbound manual dial calls placed by an agent. For more information on CallerID priority, see below.<BR>If all of the CallerID options are enabled, this is the priority in which each type of CallerID will be used, 1 is top priority - <BR>1 - List CID Group Override <BR>2 - List CallerID Override <BR>3 - CID Group entry(CID Group Failover) <BR>4 - AC-CID AREACODE entry <BR>5 - Custom CallerID, Security Phrase <BR>6 - USER_CUSTOM CallerID <BR>7 - Campaign CID <BR></QXZ> |
| campaigns-cid_group_id | CID Group | <QXZ>If set to something other than ---DISABLED---, the selected CID Group will override all other campaign CID settings above and will use the state or areacode based CIDs that are defined in the CID Group. Default is ---DISABLED---. For more information on CallerID priority, see the CALLERID PRIORITY entry below.<BR>If all of the CallerID options are enabled, this is the priority in which each type of CallerID will be used, 1 is top priority - <BR>1 - List CID Group Override <BR>2 - List CallerID Override <BR>3 - CID Group entry(CID Group Failover) <BR>4 - AC-CID AREACODE entry <BR>5 - Custom CallerID, Security Phrase <BR>6 - USER_CUSTOM CallerID <BR>7 - Campaign CID <BR></QXZ> |
| campaigns-cid_group_id_two | CID Group Failover | <QXZ>If set to something other than ---DISABLED---, the selected CID Group will be used if the main CID Group set above does not have a matching areacode or state entry for the phone number being called. Default is ---DISABLED---. For more information on CallerID priority, see the CALLERID PRIORITY entry below.<BR>If all of the CallerID options are enabled, this is the priority in which each type of CallerID will be used, 1 is top priority - <BR>1 - List CID Group Override <BR>2 - List CallerID Override <BR>3 - CID Group entry(CID Group Failover) <BR>4 - AC-CID AREACODE entry <BR>5 - Custom CallerID, Security Phrase <BR>6 - USER_CUSTOM CallerID <BR>7 - Campaign CID <BR></QXZ> |
| campaigns-cid_priority | CALLERID PRIORITY | <QXZ>If all of the CallerID options are enabled, this is the priority in which each type of CallerID will be used, 1 is top priority - <BR>1 - List CID Group Override <BR>2 - List CallerID Override <BR>3 - CID Group entry(CID Group Failover) <BR>4 - AC-CID AREACODE entry <BR>5 - Custom CallerID, Security Phrase <BR>6 - USER_CUSTOM CallerID <BR>7 - Campaign CID <BR></QXZ> |
| campaigns-opensips_cid_name | Campaign CID Name | <QXZ>If your system is set up to send CallerID Name, you can define it here for all outbound calls placed through this campaign. Default is blank for disabled.</QXZ> |
| campaigns-campaign_rec_exten | Campaign Rec extension | <QXZ>This field allows for a custom recording extension to be used with the system. This allows you to use different extensions depending upon how long you want to allow a maximum recording and what type of codec you want to record in. The default exten is 8309 which if you follow the SCRATCH_INSTALL examples will record in the WAV format for up to one hour. Another option included in the examples is 8310 which will record in GSM format for up to one hour. The recording time can be lengthened by raising the setting in the Server Modification screen in the Admin section.</QXZ> |
| campaigns-campaign_recording | Campaign Recording | <QXZ>This menu allows you to choose what level of recording is allowed on this campaign. NEVER will disable recording on the client. ONDEMAND is the default and allows the agent to start and stop recording as needed. ALLCALLS will start recording on the client whenever a call is sent to an agent. ALLFORCE will start recording on the client whenever a call is sent to an agent giving the agent no option to stop recording. For ALLCALLS and ALLFORCE there is an option to use the Recording Delay to cut down on very short recordings and reduce system load.</QXZ> |
| campaigns-campaign_rec_filename | Campaign Rec Filename | <QXZ>This field allows you to customize the name of the recording when Campaign recording is ONDEMAND or ALLCALLS. The allowed variables are CAMPAIGN INGROUP CUSTPHONE FULLDATE TINYDATE EPOCH AGENT VENDORLEADCODE LEADID CALLID RECID. If your dialers have --POST recording processing enabled, you can also use POSTVLC POSTSP POSTARRD3 POSTSTATUS. These POST options will alter the recording file name after the call has been finished and will replace the post variable with the value from the default fields. The default is FULLDATE_AGENT and would look like this 20051020-103108_6666. Another example is CAMPAIGN_TINYDATE_CUSTPHONE which would look like this TESTCAMP_51020103108_3125551212. The resulting filename must be less than 90 characters in length.</QXZ> |
| campaigns-allcalls_delay | Recording Delay | <QXZ>For ALLCALLS and ALLFORCE recording only. This setting will delay the starting of the recording on all calls for the number of seconds specified in this field. Default is 0.</QXZ> |
| campaigns-routing_initiated_recordings | Routing Initiated Recording | <QXZ>This option, if enabled, allows you to have the call routing script for Outbound auto-dial calls trigger the agent call recording instead of the agent screen. This option will only work if the recording option is set to ALLCALLS or ALLFORCE. This will work with agent manual dialed calls only if the recording delay is also set to 0. Default is N for disabled.</QXZ> |
| campaigns-mute_recordings | Mute Recording Button | <QXZ>This option, if enabled, will make the MUTE RECORDING button appear on the agent screen below the existing recording button. If a recording is muted, it will record silence or pause the recording until the MUTE RECORDING button is clicked a second time. You should not mute recordings for more than 15 minutes at a time. Default is N for disabled.</QXZ> |
| campaigns-per_call_notes | Call Notes Per Call | <QXZ>Setting this option to ENABLED will allow agents to enter in notes for every call they handle in the agent interface. The notes entry field will appear below the Comments field in the agent interface. Also, if the Agent User Group is allowed to view Call Logs then the agent will be able to view past call notes for a lead at any time. Default is DISABLED.</QXZ> |
| campaigns-force_per_call_notes | Per Call Notes Required | <QXZ>If enabled, the agent will have to enter text into the Call Notes field on their agent screen in order to Hangup the Customer phone call. The CHARACTERS options will also enable this feature, but they will require a minimum number of characters to be entered to allow hangup. Default is DISABLED.</QXZ> |
| campaigns-comments_all_tabs | Comments All Tabs | <QXZ>Setting this option to ENABLED will display the Comments field on all tabs in the main agent screen. Default is DISABLED.</QXZ> |
| campaigns-comments_dispo_screen | Comments Dispo Screen | <QXZ>Setting this option to ENABLED will display the Comments field at the top of the agent disposition screen. If the REPLACE_CALL_NOTES option is selected, then the Comments field will replace the Call Notes field on the disposition screen if Per Call Notes is enabled. Default is DISABLED.</QXZ> |
| campaigns-comments_callback_screen | Comments Callback Screen | <QXZ>Setting this option to ENABLED will display the Comments field at the top of the callback scheduling screen. If the REPLACE_CB_NOTES option is selected, then the Comments field will replace the Callback Notes field on the callback scheduling screen. Default is DISABLED.</QXZ> |
| campaigns-qc_comment_history | QC Comments History | <QXZ>Setting this option to AUTO_OPEN will automatically open the QC comments history panel in the agent interface when a call goes to the agent screen that has QC comments. The MINIMIZE options will allow the QC Comment History panel to collapse to the bottom of the screen when you click to hide it instead of it disappearing completely. Default is CLICK.</QXZ> |
| campaigns-hide_call_log_info | Hide Call Log Info | <QXZ>Enabling this option will hide any call log or call count information when lead information is displayed on the agent screen. Using one of the SHOW options will show the last X number of calls to a lead in the call log section of the lead info view. Default is N.</QXZ> |
| campaigns-agent_lead_search | Agent Lead Search | <QXZ>Setting this option to ENABLED will allow agents to search for leads and view lead information while paused in the agent interface. Also, if the Agent User Group is allowed to view Call Logs then the agent will be able to view past call notes for any lead that they are viewing information on. Default is DISABLED. LIVE_CALL_INBOUND will allow search for a lead while on an inbound call only. LIVE_CALL_INBOUND_AND_MANUAL will allow search for a lead while on an inbound call or while paused. When Lead Search is used on a live inbound call, the lead of the call when it went to the agent will be changed to a status of LSMERG, and the logs for the call will be modified to link to the agent selected lead instead.</QXZ> |
| campaigns-agent_lead_search_method | Agent Lead Search Method | <QXZ>If Agent Lead Search is enabled, this setting defines where the agent will be allowed to search for leads. SYSTEM will search the entire system, CAMPAIGNLISTS will search inside all of the active lists within the campaign, CAMPLISTS_ALL will search inside all of the active and inactive lists within the campaign, LIST will search only within the Manual Dial List ID as defined in the campaign. Default is CAMPLISTS_ALL. One of these options with USER_ in front will only search within leads that have the owner field matching the user ID of the agent, the options with GROUP_ in front will only search within leads that have the owner field matching the user group that the user is a member of, the options with TERRITORY_ in front will only search within leads that have the owner field matching the territories that the agent has selected.</QXZ> |
| campaigns-agent_search_ingroup_list | Agent Search In-Group List Restrict | <QXZ>If this setting is enabled, and if the agent receives an inbound call, and if the In-Group for that inbound call has the Agent Screen Search List Restrict option enabled, then this will restrict the Agent Lead Search results to only leads in that specific list for that call. The ENABLED_OVERRIDE option will override the existing Agent Lead Search Method and replace it with the List ID restriction only, if applicable. Default is DISABLED.</QXZ> |
| campaigns-campaign_script | Campaign Script | <QXZ>This menu allows you to choose the script that will appear on the agents screen for this campaign. Select NONE to show no script for this campaign.</QXZ> |
| campaigns-clear_script | Clear Script | <QXZ>This option if enabled will clear the agent SCRIPT tab after a call has been dispositioned by the agent. Default is DISABLED.</QXZ> |
| campaigns-user_group_script | User Group Script Override | <QXZ>Enabling this setting will allow the User Group setting for a selected Script to override all other script settings for the agent that are set at the Campaign, List or In-Group levels. If no Script is set at the User Group level, then it will be ignored. Default is DISABLED.</QXZ> |
| campaigns-script_tab_frame_size | Script Tab Frame Location | <QXZ>This option will allow you to specify additional changes to how the Script tabs appear on the agent screen. The LEFT_EDGE option will have the Script tabs go to the left edge of the agent screen, covering the buttons on that side. Default is DEFAULT.</QXZ> |
| campaigns-clear_form | Clear Form Tab | <QXZ>If Custom List Fields is enabled, this option can clear the agent FORM tab after a call has been dispositioned by the agent. The ACKNOWLEDGE option will show a message that the form data has been submitted, but will not show any of the data itself. Default is ACKNOWLEDGE.</QXZ> |
| campaigns-get_call_launch | Get Call Launch | <QXZ>This menu allows you to choose whether you want to auto-launch the web-form page in a separate window, auto-switch to the SCRIPT, EMAIL, or CHAT tab ,emails and chats must be allowed to have those options available, or do nothing when a call is sent to the agent for this campaign. If custom list fields are enabled on your system, FORM will open the FORM tab upon connection of a call to an agent. If the PREVIEW option is included, then the launch will happen if a lead is being previewed.</QXZ> |
| campaigns-browser_alert_sound | Agent Browser Call Alert Sound | <QXZ>This is the sound that will be played in the web browser that the agent is logged into the agent screen with when a call arrives into the agent session. Default is ---NONE--- for no sound.</QXZ> |
| campaigns-xferconf_a_dtmf | Xfer-Conf DTMF | <QXZ>These fields allow for you to have two sets of Transfer Conference and DTMF presets. When the call or campaign is loaded, the agent screen will show two buttons on the transfer-conference frame and auto-populate the number-to-dial and the send-dtmf fields when pressed. If you want to allow Consultative Transfers, a fronter to a closer, have the agent use the CONSULTATIVE checkbox, which does not work for third party non-agent consultative calls. For those just have the agent click the Dial With Customer button. Then the agent can just LEAVE-3WAY-CALL and move on to their next call. If you want to allow Blind transfers of customers to an AGI script for logging or an IVR, then place AXFER in the number-to-dial field. You can also specify a custom extension after the AXFER, for instance if you want to do a call to a special IVR you have set to extension 83900 you would put AXFER83900 in the number-to-dial field.</QXZ> |
| campaigns-prepopulate_transfer_preset | PrePopulate Transfer Preset | <QXZ>This option will fill in the Number to Dial field in the Transfer Conference frame of the agent screen if defined. Default is N for disabled.</QXZ> |
| campaigns-enable_xfer_presets | Enable Transfer Presets | <QXZ>This option will enable the Presets sub menu to appear at the top of the Campaign Modification page, and also you will have the ability to specify Preset dialing numbers for Agents to use in the Transfer-Conference frame of the agent interface. Default is DISABLED. CONTACTS is an option only if contact_information is enabled on your system, that is a custom feature. STAGING will allow you to configure Presets without having them available in the agent screen.</QXZ> |
| campaigns-hide_xfer_number_to_dial | Hide Transfer Number to Dial | <QXZ>This option will hide the Number to Dial field in the Transfer-Conference frame of the agent interface. Default is DISABLED.</QXZ> |
| campaigns-quick_transfer_button | Quick Transfer Button | <QXZ>This option will add a Quick Transfer button to the agent screen below the Transfer-Conf button that will allow one click blind transferring of calls to the selected In-Group or number. IN_GROUP will send calls to the Default Xfer Group for this Campaign, or In-Group if there was an inbound call. The PRESET options will send the calls to the preset selected. Default is N for disabled. The LOCKED options are used to lock the value to the Quick Transfer Button even if the agent uses the transfer conference features during a call before using the Quick Transfer Button.</QXZ> |
| campaigns-transfer_button_launch | Transfer-Conf Button Launch | <QXZ>This feature allows you to have a Webform or agent screen tab trigger when the Transfer Conf button on the agent screen is clicked. Default is NONE.</QXZ> |
| campaigns-transfer_no_dispo | Transfer No Dispo | <QXZ>This option will allow an agent to transfer a call to an external number, Local Closer or Leave 3-Way without having the Disposition screen pop up on their screen. Default is DISABLED. WARNING: We do not recommend enabling this option if calls are transferred to other agents, since it can result in data inconsistencies.</QXZ> |
| campaigns-custom_3way_button_transfer | Custom 3-Way Button Transfer | <QXZ>This option will add a Custom Transfer button to the agent screen below the Transfer-Conf button that will allow one click three way calls using the selected preset or field. The PRESET_ options will place calls using the defined preset value. The FIELD_ options will place calls using the number in the selected field from the lead. DISABLED will not show the button on the agent screen. The PARK_ options will park the customer before dialing. Default is DISABLED. The VIEW_PRESET option will simply open the transfer frame and the preset frame. The VIEW_CONTACTS option will open a contacts search window, this will only work if Enable Presets is set to CONTACTS.</QXZ> |
| campaigns-three_way_call_cid | 3-Way Call Outbound CallerID | <QXZ>This defines what is sent out as the outbound callerID number from 3-way calls placed by the agent, CAMPAIGN uses the custom campaign callerID, CUSTOMER uses the number of the customer that is active on the agents screen and AGENT_PHONE uses the callerID for the phone that the agent is logged into. AGENT_CHOOSE allows the agent to choose which callerID to use for 3-way calls from a list of choices. CUSTOM_CID will use the Custom CID that is defined in the security_phrase field of the list table for the lead.</QXZ> |
| campaigns-three_way_dial_prefix | 3-Way Call Dial Prefix | <QXZ>This defines what is used as the dial prefix for 3-way calls, default is empty so the campaign dial prefix is used, passthru so you can hear ringing is 88.</QXZ> |
| campaigns-three_way_volume_buttons | 3-Way Volume Buttons | <QXZ>This option allows you to enable or disable the volume up, down and mute buttons in the LIVE CALLS IN YOUR SESSION panel when the agent is on a 3-way call. Default is ENABLED.</QXZ> |
| campaigns-customer_3way_hangup_logging | Customer 3-Way Hangup Logging | <QXZ>If this option is ENABLED the user_call_log will log when a customer hangup up if they hang up during a 3-way call. Also, this can allow for the Customer 3-way hangup action if one is defined below. Default is ENABLED.</QXZ> |
| campaigns-customer_3way_hangup_seconds | Customer 3-Way Hangup Seconds | <QXZ>If Customer 3-way logging is enabled, this option allows you to define the number of seconds after the customer hangup is detected before it is actually logged and the optional customer 3-way hangup action is executed. Default is 5 seconds.</QXZ> |
| campaigns-customer_3way_hangup_action | Customer 3-Way Hangup Action | <QXZ>If Customer 3-way logging is enabled, this option allows you to have the agent screen automatically hang up on the call and go to the DISPO screen if this option is set to DISPO. Default is NONE.</QXZ> |
| campaigns-three_way_record_stop | 3-Way Recording Stop | <QXZ>If this option is enabled, recording of the session will stop when an agent clicks on the DIAL WITH CUSTOMER or PARK CUSTOMER DIAL transfer buttons. Default is N for disabled.</QXZ> |