help_documentation
Σύνολο εγγραφών στον πίνακα: 1581
| help_id | help_title | help_text |
|---|---|---|
| campaigns-pause_max_dispo | Agent Pause Max Status | <QXZ>If Agent Pause 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. This situation can happen when manual alt dial is enabled and the agent has not finished the lead they are on. Default is PAUSMX.</QXZ> |
| campaigns-pause_max_exceptions | Agent Pause Max Exceptions | <QXZ>This setting will allow you to define a set of Pause Codes that do not trigger the Agent Pause Max Seconds feature if it is active if the agent has selected one of them as their current pause code. These pause codes must be defined within a Settings Container of the PAUSE_CODES_LIST type with one pause code per line. Default is blank for disabled.</QXZ> |
| campaigns-pause_max_url | Pause Max URL | <QXZ>If Agent Pause Max Seconds is enabled and triggered in the agent screen, then this URL will be requested from the back-end of the webserver. Default is blank for inactive.</QXZ> |
| campaigns-ready_max_logout | Agent Ready Max Seconds Logout | <QXZ>If this is set to greater than 0, and the agent has not gone out of READY or CLOSER status in this number of seconds, the agent will automatically be logged out of the agent screen. Default is 0 for disabled.</QXZ> |
| campaigns-in_man_dial_next_ready_seconds | Inbound Manual Dial Agent Forced Ready Seconds | <QXZ>If the Dial Method is set to INBOUND_MAN, and this setting is set to a number greater than 0, this will be the number of seconds the agent has to be in the READY state, able to take an inbound call, before the DIAL NEXT NUMBER agent screen button can be clicked each time. Default is 0, for disabled.</QXZ> |
| campaigns-in_man_dial_next_ready_seconds_override | InMan Agent Forced Ready Override Container | <QXZ>If the Inbound Manual Dial Agent Forced Ready Seconds setting above is active, this setting will allow you to override that setting based upon the day-of-the-week and the time-of-day. In a WEEKDAY_TIMERANGE_SECONDS Settings Container you can set multiple lines of overrides, one per line, for this Campaign using the following format with each field separated by commas,<br>day-of-week,start-time,end-time,inman-force-ready-seconds-override<br>The <U>day-of-week</U> can be a single day, MONDAY, TUESDAY, WEDNESDAY, THURSDAY, FRIDAY, SATURDAY, SUNDAY or it can be set to ALLDAYS for all 7 days a week.<br>The <U>start-time</U> and <U>end-time</U> both need to each be set to a four-digit time, based on 24-hour time, such as 1700 for 5:00pm server time.<br>The <U>inman-force-ready-seconds-override</U> needs to be a number of seconds.<br>For example, if you have a line like the following,<br>MONDAY,0900,0930,30<br>Then on Mondays only from 9:00am to 9:30am, the Agent Forced Ready Seconds will be 30 seconds instead of what it is set to in the Campaign Agent Forced Ready Seconds setting.<br>NOTE, if there is more than one entry that will match the day and time, the last one in the settings container will be the one that is used.<br>Here is an example WEEKDAY_TIMERANGE_SECONDS Settings Container entry,<br><br>;day-of-week,start-time,end-time,inman-force-ready-seconds-override<br>ALLDAYS,1200,1300,30<br>MONDAY,0900,0930,20<br>FRIDAY,1515,1700,60<br>FRIDAY,1725,1730,5</QXZ> |
| campaigns-max_logged_in_agents | Max Logged-In Agents | <QXZ>This setting allows you to set a maximum number of agents that can be logged into this campaign at any time. Default is 0 for the limit being disabled.</QXZ> |
| campaigns-customer_gone_seconds | Customer Gone Warning Seconds | <QXZ>This setting controls the number of seconds after a customer hangs up before a warning that the customer has hung up will appear on the agent screen. Default is 30.</QXZ> |
| campaigns-sip_event_logging | SIP Event Actions | <QXZ>SIP Event Logging Actions allows you to select a SIP_EVENT_ACTIONS Settings Container that contains all of the rules that you want followed for calls based upon different SIP Event Log triggers. Default is DISABLED.</QXZ> |
| campaigns-screen_labels | Agent Screen Labels | <QXZ>You can select a set of agent screen labels to use with this option. Default is --SYSTEM-SETTINGS-- for the default labels.</QXZ> |
| campaigns-allow_required_fields | Allow Required Fields | <QXZ>Must be enabled for required fields as defined in screen labels to work. Once a field is designated as required, the agent will not be allowed to hang up a lead until there is something filled in within that field, this will affect all calls the agent receives or places. Default is N for disabled.</QXZ> |
| campaigns-status_display_fields | Status Display Fields | <QXZ>You can select which variables for calls will be displayed in the status line of the agent screen. CALLID will display the 20 character unique call ID, LEADID will display the system lead ID, LISTID will display the list ID, NAME will display the customer name. Default is CALLID.</QXZ> |
| campaigns-status_display_ingroup | Status Display In-Group | <QXZ>This option if set to ENABLED will display the In-Group name in the agent screen when an inbound call is sent to the agent. Default is ENABLED.</QXZ> |
| campaigns-state_descriptions | State Descriptions Banner | <QXZ>If this option is set to a valid STATE_DESCRIPTIONS container type, then a banner will be displayed in the agent screen below the current call status banner near the top of the screen when a call is delivered to the agent. This field uses the lead -state- field value. You can use any HTML-safe color for these. If the state is blank, you can set a blank value in the container to set a description for them. The Default is DISABLED. The STATE_DESCRIPTIONS container entry should have one state per line with 3 fields on every line separated by a commas: State,Color,Description. For example:<br>FL,Yellow,Florida Sunshine<br>GA,PeachPuff,Georgia Peaches<BR>WI,Orange,Wisconsin Cheeses</QXZ> |
| campaigns-agent_display_fields | Agent Display Fields | <QXZ>This option allows you to display hidden fields as read-only in the agent screen. Available fields are entry_date, source_id, date_of_birth, rank, owner, last_local_call_time. Default is blank.</QXZ> |
| campaigns-agent_screen_time_display | Agent Screen Time Display | <QXZ>This option allows you to display a link on the agent screen that when clicked will open a frame showing the agent their time statistics for the day. There are several options that will determine what information is displayed. If RANGE is in the option, it will allow the agent to select a date range to see stats from. If EXTENDED is in the option, it will show additional columns and separate the time by campaign. Default is DISABLED.</QXZ> |
| campaigns-use_internal_dnc | Use Internal DNC List | <QXZ>This defines whether this campaign is to filter leads against the Internal DNC list. If it is set to Y, the hopper will look for each phone number in the DNC list before placing it in the hopper. If it is in the DNC list then it will change that lead status to DNCL so it cannot be dialed. Default is N. The AREACODE option is just like the Y option, except it is used to also filter out an entire area code in North America from being dialed, in this case using the 201XXXXXXX entry in the DNC list would block all calls to the 201 areacode if enabled.</QXZ> |
| campaigns-use_campaign_dnc | Use Campaign DNC List | <QXZ>This defines whether this campaign is to filter leads against a DNC list that is specific to that campaign only. If it is set to Y, the hopper will look for each phone number in the campaign-specific DNC list before placing it in the hopper. If it is in the campaign-specific DNC list then it will change that lead status to DNCC so it cannot be dialed. Default is N. The AREACODE option is just like the Y option, except it is used to also filter out an entire area code in North America from being dialed, in this case using the 201XXXXXXX entry in the DNC list would block all calls to the 201 areacode if enabled.</QXZ> |
| campaigns-use_other_campaign_dnc | Other Campaign DNC | <QXZ>If the option Use Campaign DNC List is enabled, this option can allow you to use a different campaign DNC list, just put the Campaign ID of the other campaign in this field. If you use this option, the original campaign DNC list will no longer be checked, only the OTHER campaign DNC list will be used. This does not affect use of the Internal System DNC list. Default is EMPTY.</QXZ> |
| campaigns-closer_campaigns | Allowed Inbound Groups | <QXZ>For CLOSER campaigns only. Here is where you select the inbound groups you want agents in this CLOSER campaign to be able to take calls from. It is important for BLENDED inbound-outbound campaigns only to select the inbound groups that are used for agents in this campaign. The calls coming into the inbound groups selected here will be counted as active calls for a blended campaign even if all agents in the campaign are not logged in to receive calls from all of those selected inbound groups.</QXZ> |
| campaigns-agent_pause_codes_active | Agent Pause Codes Active | <QXZ>Allows agents to select a pause code when they click on the PAUSE button in the agent screen. Pause codes are definable per campaign at the bottom of the campaign view detail screen and they are stored in the agent_log table. Default is N. FORCE will force the agents to choose a PAUSE code if they click on the PAUSE button.</QXZ> |
| campaigns-auto_pause_precall | Auto Pause Pre-Call Work | <QXZ>In auto-dial mode, this setting if enabled will set the agent to paused automatically when the agent clicks on any of the following functions that requires them to be paused- Manual Dial, Fast Dial, Lead Search, Call Log View, Callbacks Check, Enter Pause Code. Default is N for inactive.</QXZ> |
| campaigns-auto_resume_precall | Auto Resume Pre-Call Work | <QXZ>In auto-dial mode, this setting if enabled will set the agent to active automatically when the agent clicks out of, or cancels, on any of the following functions that requires them to be paused- Manual Dial, Fast Dial, Lead Search, Call Log View, Callbacks Check, Enter Pause Code. Default is N for inactive.</QXZ> |
| campaigns-auto_pause_precall_code | Auto Pause Pre-Call Code | <QXZ>If the Auto Pause Pre-Call Work function above is active, and Agent Pause Codes is active, this setting will be the pause code that is used when the agent is paused for these activities. Default is PRECAL.</QXZ> |
| campaigns-disable_alter_custdata | Disable Alter Customer Data | <QXZ>If set to Y, does not change any of the customer data record when an agent dispositions the call. Default is N.</QXZ> |
| campaigns-disable_alter_custphone | Disable Alter Customer Phone | <QXZ>If set to Y, does not change the customer phone number when an agent dispositions the call. Default is Y. Use the HIDE option to completely remove the customer phone number from the agent display.</QXZ> |
| campaigns-display_queue_count | Agent Display Queue Count | <QXZ>If set to Y, when a customer is waiting for an agent, the Queue Calls display at the top of the agent screen will turn red and show the number of waiting calls. Default is Y.</QXZ> |
| campaigns-manual_dial_override | Manual Dial Override | <QXZ>The setting can override the Users setting for manual dial ability for agents when they are logged into this campaign. NONE will follow the Users setting, ALLOW_ALL will allow any agent logged into this campaign to place manual dial calls, DISABLE_ALL will not allow anyone logged into this campaign to place manual dial calls. Default is NONE.</QXZ> |
| campaigns-manual_dial_override_field | Manual Dial Override Field | <QXZ>The setting if set to ENABLED will show the Manual Dial Override field in the agent screen. Default is ENABLED.</QXZ> |
| campaigns-manual_dial_list_id | Manual Dial List ID | <QXZ>The default list_id to be used when an agent places a manual call and a new lead record is created in the list table. Default is 999. This field can contain digits only.</QXZ> |
| campaigns-manual_dial_filter | Manual Dial Filter | <QXZ>This allows you to filter the calls that agents make in manual dial mode for this campaign by any combination of the following: DNC - to kick out, CAMPAIGNLISTS - the number must be within the lists for the campaign, NONE - no filter on manual dial or fast dial lists. CAMPLISTS_ALL - will include inactive lists in the search for the number. WITH_ALT will also search the Alt Phone field for the phone number. WITH_ALT_ADDR3 will also search the Alt Phone field and the Address 3 field for the phone number. As for the DNC options, DNC will use the campaign settings for DNC filtering, CAMPDNC will ignore the campaign DNC settings and will use the this campaign DNC list, INTERNALDNC will ignore the campaign DNC settings and will use the internal DNC list, SYSTEM - will include all phone numbers in the system, CALLBACK - must be set as an ACTIVE or LIVE Scheduled Callbacks</QXZ> |
| campaigns-manual_dial_search_checkbox | Manual Dial Search Checkbox | <QXZ>This allows you to define if you want the manual dial search checkbox to be selected by default or not. If an option with RESET is chosen, then the checkbox will be reset after every call. If an option with LOCK is chosen, then the agent will not be able to click on the checkbox. Default is SELECTED.</QXZ> |
| campaigns-manual_dial_search_filter | Manual Dial Search Filter | <QXZ>This allows the agent to search only within lists belonging to this campaign when the agent has the Manual Dial Search Checkbox selected in the manual dial screen. The options are, CAMPLISTS_ONLY - will check for the number within the active lists for the campaign, CAMPLISTS_ALL - will also include inactive lists in the search for the number, NONE - no filter on manual dial searching. Default is NONE. If a lead is not found, then a new lead will be added. WITH_ALT will also search the Alt Phone field for the phone number. WITH_ALT_ADDR3 will also search the Alt Phone field and the Address 3 field for the phone number.</QXZ> |
| campaigns-manual_preview_dial | Manual Preview Dial | <QXZ>This allows the agent in manual dial mode to see the lead information when they click Dial Next Number before they actively dial the phone call. There is an optional link to SKIP the lead and move on to the next one if selected. Default is PREVIEW_AND_SKIP.</QXZ> |
| campaigns-manual_dial_lead_id | Manual Dial by Lead ID | <QXZ>This allows the agent in manual dial mode to place a call by lead_id instead of a phone number. Default is N for disabled.</QXZ> |
| campaigns-api_manual_dial | Manual Dial API | <QXZ>This option allows you to set the Agent API to make either one call at a time, STANDARD, or the ability to queue up manual dial calls and have them dial automatically once the agent goes on pause or is available to take their next call with the option to disable the automatic dialing of these calls, QUEUE, or QUEUE_AND_AUTOCALL which is the same as QUEUE but without the option to disable the automatic dialing of these calls. If an agent has more than one call queued up for them they will see the count of how many manual dial calls are in queue right below the Pause button, or Dial Next Number button. We suggest that if QUEUE is used that you send API actions using the preview=YES option so you are not repeatedly dialing calls for the agent without notice. Also, if using QUEUE and heavily using manual dial calls in a non MANUAL dial method, we would recommend setting the Agent Pause After Each Call option to Y. Default is STANDARD.</QXZ> |
| campaigns-manual_dial_call_time_check | Manual Call Time Check | <QXZ>If this option is enabled, it will check all manual dial calls to make sure they are within the call time settings set for the campaign. Default is DISABLED.</QXZ> |
| campaigns-manual_dial_validation | Manual Dial Validation | <QXZ>If this option is enabled, every manual dial phone call from the agent screen that is triggered by only a click will require the agent to manually type in the phone number into a pop-up form on the agent screen to confirm the number to be dialed. This option can be forced as enabled through a system-wide setting. This feature will not affect 3way calls or transfers. Default is N for disabled.</QXZ> |
| campaigns-manual_dial_cid | Manual Dial CID | <QXZ>This defines whether an agent making manual dial calls will have the campaign callerID settings used, or their agent phone callerID settings used. Default is CAMPAIGN. If the Use Custom CID campaign option is enabled or the list Campaign CID Override setting is used, this setting will be ignored. If the AGENT_PHONE_OVERRIDE option is used, it will override all other CID settings for manual dial calls placed from this campaign.</QXZ> |
| campaigns-manual_dial_timeout | Manual Dial Timeout | <QXZ>This is an override field that, if populated, will override the campaign dial timeout setting for manual dialed calls. Default is blank for disabled.</QXZ> |
| campaigns-post_phone_time_diff_alert | Phone Post Time Difference Alert | <QXZ>This manual-dial-only feature, if enabled, will display an alert if the time zone for the lead postal code, or zip code, is different from the time zone of the area code of the phone number for the lead. The OUTSIDE_CALLTIME_ONLY option will only show the alert if the two time zones are different and one of the time zones is outside of the call time selected for the campaign. OUTSIDE_CALLTIME_PHONE will only check the time zone of the phone number of the lead and alert if it is outside of the local call time. OUTSIDE_CALLTIME_POSTAL will only check the time zone of the postal code of the lead and alert if it is outside of the local call time. OUTSIDE_CALLTIME_BOTH will check the postal code and phone number for being within the local call time, even if they are in the same time zone. These alerts will show in the call log info, callbacks list info, search results info, when a lead is dialed and when a lead is previewed. Default is DISABLED.</QXZ> |
| campaigns-in_group_dial | In-Group Manual Dial | <QXZ>This feature allows you to enable the ability for agents to place manual dial outbound calls that are logged as in-group calls assigned to a specific in-group. The MANUAL_DIAL option allows the placing of phone calls out through an In-Group to the agent placing the call. The NO_DIAL option allows the agent to log time on a call that does not exist, as if it were a real call, this is often used for logging email or faxing time. The BOTH option will allow both call and no-call in-group dialing. The default is DISABLED.</QXZ> |
| campaigns-in_group_dial_select | In-Group Manual Dial Select | <QXZ>This option is only active if the above In-Group Manual Dial feature is not DISABLED. This option restricts the selectable In-Groups that the agent can place In-Group Manual Dial calls through. CAMPAIGN_SELECTED will show only the in-groups that the campaign has set as allowable in-groups. ALL_USER_GROUP will show all of the in-groups that are viewable to the members of the user group that the agent belongs to.</QXZ> |
| campaigns-agent_clipboard_copy | Agent Screen Clipboard Copy | <QXZ>THIS FEATURE IS CURRENTLY ONLY ENABLED FOR INTERNET EXPLORER. This feature allows you to select a field that will be copied to the computer clipboard of the agent computer upon a call being sent to an agent. Common uses for this are to allow for easy pasting of account numbers or phone numbers into legacy client applications on the agent computer.</QXZ> |
| campaigns-qc_enabled | QC Enabled | <QXZ>Setting this field to Y allows for the agent Quality Control features to work. Default is N.</QXZ> |
| campaigns-qc_statuses | QC Statuses | <QXZ>This area is where you select which statuses of leads should be gone over by the QC system. Place a check next to the status that you want QC to review. </QXZ> |
| campaigns-qc_statuses_id | QC Statuses ID | <QXZ>This area is where you select which "QC_TEMPLATE" settings container will be used to determine the call statuses that are eligible for QC evaluation in this campaign. </QXZ> |
| campaigns-qc_shift_id | QC Shift | <QXZ>This is the shift timeframe used to pull QC records for a campaign. The days of the week are ignored for these functions.</QXZ> |
| campaigns-qc_get_record_launch | QC Get Record Launch | <QXZ>This allows one of the following actions to be triggered upon a QC agent receiving a new record.</QXZ> |
| campaigns-qc_show_recording | QC Show Recording | <QXZ>This allows for a recording that may be linked with the QC record to be display in the QC agent screen.</QXZ> |