help_documentation
Σύνολο εγγραφών στον πίνακα: 1581
| help_id | help_title | help_text |
|---|---|---|
| campaigns-three_way_record_stop_exception | 3-Way Recording Stop Exception | <QXZ>If not set to DISABLED, this setting allows you to exempt the 3-Way Recording Stop feature above for a set list of phone numbers, that you define in a PHONE_NUMBERS type of Settings Container. If 3-Way Recording Stop is set to -N-, then 3-way calls to the number in this list will have recordings stopped when the 3-way call is started. If 3-Way Recording Stop is set to -Y-, then 3-way calls to the number in this list will not have recordings stopped when the 3-way call is started. Default is DISABLED. If you use this feature, it is important that the settings container for it does not have any carriage returns, newlines or blank lines at the bottom of the Container Entry, or this feature may not work properly.</QXZ> |
| campaigns-leave_3way_start_recording | Leave 3-Way Start Recording | <QXZ>If this option is enabled, a recording will be started when the agent clicks the LEAVE 3WAY button while in a 3-way call with a customer, and the recording will continue after the agent has left the call. The ALL_BUT_EXCEPTIONS option will enable this feature for all 3-way calls except for calls to the phone numbers in the below Exception List of phone numbers. The ONLY_EXCEPTIONS option will disable this feature for all 3-way calls except for calls to the phone numbers in the below Exception List of phone numbers. Default is DISABLED. WARNING, this may result in these call recordings having several extra minutes of silence at the end of the recordings, after the customer and 3way call have hung up, unless your System Administrator enables the --cu3way and --no-vc-3way-check options on your dialers.</QXZ> |
| campaigns-leave_3way_start_recording_exception | Leave 3-Way Start Recording Exception | <QXZ>If the Leave 3-Way Start Recording feature above is enabled with one of the EXCEPTIONS options, this will be a Settings Container of phone numbers, one per line, for 3way call phone numbers. Must be a Settings Container of the type PHONE_NUMBERS to be available as an option on this menu. Default is DISABLED.</QXZ> |
| campaigns-hangup_xfer_record_start | Hangup Xfer Recording Start | <QXZ>If this option is enabled, recording of the session will start when the agent clicks on the HANGUP XFER button in the transfer conference section. Default is N for disabled.</QXZ> |
| campaigns-ivr_park_call | Park Call IVR | <QXZ>This option will allow an agent to park a call with a separate IVR PARK CALL button on their agent interface if this is ENABLED or ENABLED_PARK_ONLY. The ENABLED_PARK_ONLY option will allow the agent to send the call to park but not click to retrieve the call like the ENABLED option. The ENABLED_BUTTON_HIDDEN option allows the function through the API only. Default is DISABLED. This feature requires Asterisk 1.8 or higher to work.</QXZ> |
| campaigns-ivr_park_call_agi | Park Call IVR AGI | <QXZ>If the Park Call IVR field is not DISABLED, then this field is used as the AGI application string that the customer is sent to. This is a setting that should be set by your administrator if possible. This feature requires Asterisk 1.8 or higher to work.</QXZ> |
| campaigns-timer_action | Timer Action | <QXZ>This feature allows you to trigger actions after a certain amount of time. the D1 and D2 DIAL options will launch a call to the Transfer Conference Number presets and send them to the agent session, this is usually used for simple IVR validation AGI applications or just to play a pre-recorded message. WEBFORM will open the web form address. MESSAGE_ONLY will simply display the message that is in the field below. NONE will disable this feature and is the default. HANGUP will hang up the call when the timer is triggered, CALLMENU will send the call to the Call Menu specified in the Timer Action Destination field, EXTENSION will send the call to the Extension that is specified in the Timer Action Destination field, IN_GROUP will send the call to the In-Group specified in the Timer Action Destination field.</QXZ> |
| campaigns-timer_action_message | Timer Action Message | <QXZ>This is the message that appears on the agent screen at the time the Timer Action is triggered.</QXZ> |
| campaigns-timer_action_seconds | Timer Action Seconds | <QXZ>This is the amount of time after the call is connected to the customer that the Timer Action is triggered. Default is -1 which is also inactive.</QXZ> |
| campaigns-timer_action_destination | Timer Action Destination | <QXZ>This field is where you specify the Call Menu, Extension or In-Group that you want the call sent to if the Time Action is set to CALLMENU, EXTENSION or IN_GROUP. Default is empty.</QXZ> |
| campaigns-scheduled_callbacks | Scheduled Callbacks | <QXZ>This option allows an agent to disposition a call as CALLBK and choose the data and time at which the lead will be re-activated.</QXZ> |
| campaigns-scheduled_callbacks_alert | Scheduled Callbacks Alert | <QXZ>This option allows the callbacks status line in the agent interface to be red, blink or blink red when there are AGENTONLY scheduled callbacks that have hit their trigger time and date. Default is NONE for standard status line. The DEFER options will stop blinking and-or displaying in red when you check the callbacks, until the number of callbacks changes.</QXZ> |
| campaigns-scheduled_callbacks_email_alert | Send Callbacks Email | <QXZ>This option will cause the dialer to attempt to send an email notification to the owner of a USERONLY scheduled callback when the callback time arrives. In order for this to work, the owner must have a valid email address on their user profile, and the system must have a settings container named AGENT_CALLBACK_EMAIL in the Settings Container section of the admin portal. That container must also define the following variables for the email to be sent properly: email_from - the email address the notification shows as coming from, email_subject - the subject shown on the email, and email_body_begin which when declared will treat all text between it and the string email_body_end as the body of the email. Values from the lead ,the vicidial_list table, can be included using the same --A-- --B-- declaration style used in the scripts feature. These emails are only sent when the agent is logged into the agent screen.</QXZ> |
| campaigns-scheduled_callbacks_count | Scheduled Callbacks Count | <QXZ>These options allows you to limit the viewable callbacks in the agent callback alert section on the agent screen, to only LIVE callbacks. LIVE callbacks are user-only scheduled callbacks that have hit their trigger date and time. ACTIVE call backs are user-only callbacks that are active in the system but have not yet triggered. You can view both ACTIVE and LIVE callbacks by selecting ALL_ACTIVE. Default is ALL_ACTIVE.</QXZ> |
| campaigns-callback_days_limit | Scheduled Callbacks Days Limit | <QXZ>This option allows you to reduce the agent scheduled callbacks calendar to a selectable number of days from today, the full 12 month calendar will still be displayed, but only the set number of days will be selectable. Default is 0 for unlimited.</QXZ> |
| campaigns-callback_hours_block | Scheduled Callbacks Hours Block | <QXZ>This option allows you to restrict a USERONLY scheduled callback from being displayed on the agent callback list until X hours after it has been set. Default is 0 for no block.</QXZ> |
| campaigns-callback_list_calltime | Scheduled Callbacks Calltime Block | <QXZ>This option if enabled will prevent the scheduled callback in the agent callback list from being dialed if it is outside of the scheduled calltime for the campaign. Default is DISABLED.</QXZ> |
| campaigns-callback_active_limit | Scheduled Callbacks Active Limit | <QXZ>This option if enabled will limit an agent to this number of active or live user-only callbacks. If the limit is reached, the agent will not be able to select the My Callback checkbox when setting a callback for a lead. Default is 0 for disabled.</QXZ> |
| campaigns-callback_active_limit_override | Scheduled Callbacks Active Limit Override | <QXZ>Enabling this option will allow the Custom User 3 field to override the Scheduled Callbacks Active Limit. Default is N for disabled.</QXZ> |
| campaigns-callback_display_days | Scheduled Callbacks Display Days | <QXZ>Enabling this option will restrict the scheduled callbacks listings on the agent screen to showing only callbacks set to trigger a number of days from today. The -day- is a standard calendar day, so if this is set to 1, only the current callbacks for today until midnight will be displayed. Default is 0 for disabled.</QXZ> |
| campaigns-callback_dnc | Anyone Callbacks DNC Filter | <QXZ>This option if enabled will check the ANYONE scheduled callbacks phone numbers against the DNC options that are enabled for this campaign before they are put into the hopper to be dialed. Default is DISABLED. This setting does not affect USERONLY scheduled callbacks. If you want to filter those for DNC phone numbers, you should use the Manual Dial Filter settings.</QXZ> |
| campaigns-my_callback_option | My Callbacks Checkbox Default | <QXZ>This option allows you to pre-set the My Callback checkbox on the agent scheduled callback screen. CHECKED will check the checkbox automatically for every call. Default is UNCHECKED.</QXZ> |
| campaigns-show_previous_callback | Show Previous Callback | <QXZ>This option if enabled will show on the agent screen with a separate yellow panel information about the previously set callback that the agent has up on their screen. Disabling this option will not show that panel. Default is ENABLED.</QXZ> |
| campaigns-callback_useronly_move_minutes | Scheduled Callbacks Useronly Move Minutes | <QXZ>This option if set to a number greater than 0, will change all USERONLY Scheduled Callbacks that are X minutes after their callback time to ANYONE callbacks. This process runs every minute. Default is 0 for disabled.</QXZ> |
| campaigns-next_dial_my_callbacks | Next-Dial My Callbacks | <QXZ>This option only works for MANUAL and INBOUND_MAN dial methods, and also only if No Hopper Dialing is enabled. This feature will look for Scheduled Callbacks that have triggered for the agent and dial them next when the agent clicks on the Dial Next Number button on their agent screen. There is a per-user override option for this setting as well. Default is DISABLED.</QXZ> |
| campaigns-scheduled_callbacks_force_dial | Scheduled Callbacks Force Dial | <QXZ>This feature will force an agent to a paused state and block out their screen with the next triggered USERONLY scheduled callback to be called. The agent's only option will be to dial this callback, although they are able to look at lead info before they do that. If there are multiple triggered scheduled callbacks for the agent, they all must be called before the agent can move on to handling other items. This feature will not pay attention to the Call Time that is set for the campaign, so these calls may be dialed outside of the set call time. The agent must be able to place manual dial calls for this feature to work. Default is N for disabled.</QXZ> |
| campaigns-scheduled_callbacks_timezones_container | Scheduled Callbacks Local Timezones | <QXZ>This feature allows agents to set scheduled callbacks with a customer local time and timezone. If set to something other than ---DISABLED---, the selected TIMEZONE_LIST type of Settings Container will be used to display a list of time zones in the Scheduled Callback panel of the agent screen that would be used to set the scheduled callback by one of those local times. A TIMEZONE_LIST type of Settings Container would need to be created that will contain one timezone per line with each line containing the 3-letter Country Code, the TimeZone Code, a Y or N for whether Daylight Saving Time is observed in that zone, and a short description of the time zone as you want it to appear to the agents. For example, for the Eastern United States time zone, you could put -USA,EST,Y,Eastern Time Zone-, without the dashes. To see a list of the available time zone combinations on your system, go to the Admin, System Settings page and click on the -Phone Codes- link on that page. Default is DISABLED, and the scheduled callbacks screen will use the agent server time to set callbacks.</QXZ> |
| campaigns-scheduled_callbacks_auto_reschedule | Scheduled Callbacks Auto Reschedule | <QXZ>This feature only affects ANYONE scheduled callbacks. If DAY_1 is used, it will automatically reschedule lead lead to be called back on the next calling day at the same time they were called if the resulting disposition of the call was not a Human Answer -Y- status. The next calling day is determined by the Call Time that is set for the campaign. In the case of DAY_1, if tomorrow is not an allowed calling day, the system will look at the next day and then the next day until it finds the next allowable calling day to set the ANYONE scheduled callback for. There are up to 6 DAY options, then there are up to 3 WEEK options, then there are up to 6 MONTH options. Default is DISABLED.</QXZ> |
| campaigns-wrapup_seconds | Wrap Up Seconds | <QXZ>The number of seconds to force an agent to wait before allowing them to receive or dial another call. The timer begins as soon as an agent hangs up on their customer - or in the case of alternate number dialing when the agent finishes the lead - Default is 0 seconds. If the timer runs out before the agent has dispositioned the call, the agent still will NOT move on to the next call until they select a disposition.</QXZ> |
| campaigns-wrapup_message | Wrap Up Message | <QXZ>This is a campaign-specific message to be displayed on the wrap up screen if wrap up seconds is set. You can use a Script in the system if you use the script id with WUSCRIPT in front of it, so if you wanted to use a script called agent_script, then you would put WUSCRIPTagent_script in this field.</QXZ> |
| campaigns-wrapup_bypass | Wrap Up Bypass | <QXZ>If set to ENABLED then the agent will be able to click a link to stop the Wrap Up timer before the time is completed. Default is ENABLED.</QXZ> |
| campaigns-wrapup_after_hotkey | Wrap Up After Hotkey | <QXZ>If set to ENABLED and the campaign has hotkeys configured and the agent terminates a call with a hotkey, then the wrap up settings will be used after that call. Default is DISABLED.</QXZ> |
| campaigns-agent_hangup_route | Agent Call Hangup Route | <QXZ>This setting will determine what happens when the agent clicks on the Hangup Customer button on the agent screen. HANGUP will hang up the call, MESSAGE will play an audio file to the customer then hang up the call, EXTENSION will blind-transfer the call to the defined dialplan extension, IN_GROUP will blind-transfer the call to the defined inbound Group, CALLMENU will blind-transfer the call to the defined Call Menu. Default is HANGUP.</QXZ> |
| campaigns-agent_hangup_value | Agent Call Hangup Value | <QXZ>If the Agent Call Hangup Route above is set to MESSAGE, EXTENSION, IN_GROUP or CALLMENU, then this is the value of the selected route that the call will be sent to. If the Agent Call Hangup Route above is set to anything but HANGUP, then this value is required to be populated with a valid option for this function to work properly. Default is blank.</QXZ> |
| campaigns-agent_hangup_ig_override | Agent Hangup In-Group Override | <QXZ>This option, if enabled, will override any post-call survey options that may be enabled in the In-Groups for calls that go to agents in this campaign. Default is N for disabled.</QXZ> |
| campaigns-agent_hide_hangup | Hide Customer Hangup Button | <QXZ>This setting will hide the agent screen Hangup Customer button, and the Transfer Conference frame Hangup Both button, for agents logging in to this campaign. This option should only be used if the campaign is using a custom application to hang up customer phone calls through the Agent API. Default is N for disabled.</QXZ> |
| campaigns-disable_dispo_screen | Disable Dispo Screen | <QXZ>This option allows you to disable the disposition screen in the agent interface. The Disable Dispo Status field below must be filled in for this option to work. Default is DISPO_ENABLED. The DISPO_SELECT_DISABLED option will not disable the dispo screen completely, but will display the dispo screen without any dispositions, this option should only be used if you want to force your agents to use your CRM software which will send the status to the system through the API.</QXZ> |
| campaigns-disable_dispo_status | Disable Dispo Status | <QXZ>If the Disable Dispo Screen option is set to DISPO_DISABLED, then this field must be filled in. You can use any disposition you want for this field as long as it is 1 to 6 characters in length with only letters and numbers.</QXZ> |
| campaigns-dead_trigger_action | Dead Call Trigger Action | <QXZ>If you want to trigger an audio message to an agent or send a back-end URL request when an agent has been in a dead call for a set number of seconds, you can enable that here. Default is DISABLED.</QXZ> |
| campaigns-dead_trigger_seconds | Dead Call Trigger Seconds | <QXZ>If this is set to a number greater than 0, and the Dead Call Trigger Action is not DISABLED, this is the number of seconds an agent is in a dead call that will trigger the Action selected above. Default is 0.</QXZ> |
| campaigns-dead_trigger_repeat | Dead Call Trigger Repeat | <QXZ>If you want the Dead Call Trigger Action to repeat after the set number of seconds, you can enable that in this setting. Default is NO.</QXZ> |
| campaigns-dead_trigger_filename | Dead Call Trigger Audio | <QXZ>If the Dead Call Trigger Action is set to use AUDIO, this is where you specify the audio file to be played to the agent when the dead call seconds trigger time has been reached.</QXZ> |
| campaigns-dead_trigger_url | Dead Call Trigger URL | <QXZ>If the Dead Call Trigger Action is set to use URL, this is where you specify the URL to be requested on the back-end when the dead call seconds trigger time has been reached.</QXZ> |
| campaigns-dead_max | Dead Call Max Seconds | <QXZ>If this is set to greater than 0, after a customer hangs up and the agent has not clicked on the Hangup Customer button in this number of seconds, the call will automatically be hung up, the status below will be set and the agent will be paused. Default is 0 for disabled.</QXZ> |
| campaigns-dead_max_dispo | Dead Call Max Status | <QXZ>If Dead Call Max Seconds is enabled, this is the status set for the call when the agent dead call is not hung up past the number of seconds set above. Default is DCMX.</QXZ> |
| campaigns-dead_to_dispo | Dead Call to Dispo Only | <QXZ>If Dead Call Max Seconds is set greater than 0, this option can be enabled if you want to send the agent to the dispo screen after a dead call without automatically dispositioning it. Default is DISABLED.</QXZ> |
| campaigns-dead_stop_recording | Dead Call Stop Recording | <QXZ>If this option is enabled, then if a call is being recorded and the customer hangs up, the recording will be automatically stopped. This feature can override an ALLFORCE call recording setting to stop a recording. If the OUTBOUND_ONLY option is used, it will only effect outbound auto-dial and manual calls. If the INBOUND_ONLY option is used, it will only effect inbound calls. If the AUTODIAL_ONLY option is used it will only effect auto-dialed calls. If the MANUAL_ONLY option is used it will only affect manual outbound calls. Note, If your agents have frequent connection issues, that can result in false hangup detection problems, so in those cases we do not recommend using this feature. Default is DISABLED.</QXZ> |
| campaigns-dispo_max | Dispo Call Max Seconds | <QXZ>If this is set to greater than 0, and the agent has not selected a disposition status in this number of seconds, the call will automatically be set to the status below and the agent will be paused. Default is 0 for disabled.</QXZ> |
| campaigns-dispo_max_dispo | Dispo Call Max Status | <QXZ>If Dispo Call Max Seconds is enabled, this is the status set for the call when the agent has not selected a status past the number of seconds set above. Default is DISMX.</QXZ> |
| campaigns-pause_max | Agent Pause Max Seconds | <QXZ>If this is set to greater than 0, and the agent has not gone out of PAUSED status in this number of seconds, the agent will automatically be logged out of the agent screen. Default is 0 for disabled.</QXZ> |