help_documentation
Σύνολο εγγραφών στον πίνακα: 1581
| help_id | help_title | help_text |
|---|---|---|
| campaigns-qc_web_form_address | QC WebForm Address | <QXZ>This is the website address that a QC agent can go to when clicking on the WEBFORM link in the QC screen.</QXZ> |
| campaigns-qc_script | QC Script | <QXZ>This is the script that can be used by QC agents in the SCRIPT tab in the QC screen.</QXZ> |
| campaigns-qc_scorecard | QC Scorecard | <QXZ>This is the scorecard to be shown to the agent when evaluating a QC record.</QXZ> |
| campaigns-vtiger_search_category | Vtiger Search Category | <QXZ>If Vtiger integration is enabled in the system settings then this setting will define where the vtiger_search.php page will search for the phone number that was entered. There are 4 options that can be used in this field: LEAD- This option will search through the Vtiger leads only, ACCOUNT- This option will search through the Vtiger accounts and all contacts and sub-contacts for the phone number, VENDOR- This option will only search through the Vtiger vendors, ACCTID- This option works only for accounts and it will take the list vendor_lead_code field and try to search for the Vtiger account ID. If unsuccessful it will try any other methods listed that you have selected. Multiple options can be used for each search, but on large databases this is not recommended. Default is LEAD. UNIFIED_CONTACT- This option will use the beta Vtiger 5.1.0 feature to search by phone number and bring up a search page in Vtiger.</QXZ> |
| campaigns-vtiger_search_dead | Vtiger Search Dead Accounts | <QXZ>If Vtiger integration is enabled in the system settings then this setting will define whether deleted accounts will be searched when the agent clicks WEB FORM to search in the Vtiger system. DISABLED- deleted leads will not be searched, ASK- deleted leads will be searched and the vtiger search web page will ask the agent if they want to make the Vtiger account active, RESURRECT- will automatically make the deleted account active again and will take the agent to the account screen without delay upon clicking on WEB FORM. Default is DISABLED.</QXZ> |
| campaigns-vtiger_create_call_record | Vtiger Create Call Record | <QXZ>If Vtiger integration is enabled in the system settings then this setting will define whether a new Vtiger activity record is created for the call when the agent goes to the vtiger_search page. Default is Y. The DISPO option will create a call record for the Vtiger account without the agent needing to go to the vtiger search page through the WEB FORM.</QXZ> |
| campaigns-vtiger_create_lead_record | Vtiger Create Lead Record | <QXZ>If Vtiger integration is enabled in the system settings and Vtiger Search Category includes LEAD then this setting will define whether a new Vtiger lead record is created when the agent goes to the vtiger_search page and no record is found to have the call phone number. Default is Y.</QXZ> |
| campaigns-vtiger_screen_login | Vtiger Screen Login | <QXZ>If Vtiger integration is enabled in the system settings then this setting will define whether the user is logged into the Vtiger interface automatically when they login to the agent screen. Default is Y. The NEW_WINDOW option will open a new window upon login to the agent screen.</QXZ> |
| campaigns-vtiger_status_call | Vtiger Status Call | <QXZ>If Vtiger integration is enabled in the system settings then this setting will define whether the status of the Vtiger Account will be updated with the status of the call after it has been dispositioned. Default is N.</QXZ> |
| campaigns-queuemetrics_callstatus | QM CallStatus Override | <QXZ>If QueueMetrics integration is enabled in the system settings then this setting allow the overriding of the System Settings setting for CallStatus queue_log entries. Default is DISABLED which will use the system setting.</QXZ> |
| campaigns-queuemetrics_phone_environment | QM Phone Environment | <QXZ>If QueueMetrics integration is enabled in the system settings then this setting allow the insertion of this data value in the data4 field of the queue_log for agent activity records. Default is empty for disabled.</QXZ> |
| campaigns-extension_appended_cidname | Extension Append CID | <QXZ>If enabled, the calls placed from this campaign will have a space and the phone extension of the agent appended to the end of the CallerID name for the call before it is sent to the agent. Default is N for disabled. If USER is part of the option, then the user ID will be used instead of the phone extension. If WITH_CAMPAIGN is used, then another spae and the campaign ID will be included as well.</QXZ> |
| campaigns-pllb_grouping | PLLB Grouping | <QXZ>Phone Login Load Balancing Grouping, only allowed if there are multiple agent servers and phone aliases are present on the system. If set to ONE_SERVER_ONLY it will force all agents for this campaign to login to the same server. If set to CASCADING it will group logged in agents on the same server until PLLB Grouping Limit number of agents are reached, then the next agent will login to the next server with the least number of agents. If set to DISABLED the standard Phone Aliases behavior of each agent finding the server with the least number of non-remote agents logged into it will be used. Default is DISABLED.</QXZ> |
| campaigns-pllb_grouping_limit | PLLB Grouping Limit | <QXZ>Phone Login Load Balancing Grouping Limit. If PLLB Grouping is set to CASCADING then this setting will determine the number of agents acceptable in each server for this campaign. Default is 50.</QXZ> |
| campaigns-crm_popup_login | CRM Popup Login | <QXZ>If set to Y, the CRM Popup Address is used to open a new window on agent login to this campaign. Default is N.</QXZ> |
| campaigns-crm_login_address | CRM Popup Address | <QXZ>The web address of a CRM login page, it can have variables populated just like the web form address, with the VAR in the front and using --A--user_custom_one--B-- to define variables.</QXZ> |
| campaigns-start_call_url | Start Call URL | <QXZ>This web URL address is not seen by the agent, but it is called every time a call is sent to an agent if it is populated. Uses the same variables as the web form fields and scripts. This URL can NOT be a relative path. For Manual dial calls, the Start Call URL will be sent when the call is placed. Default is blank.</QXZ> |
| campaigns-dispo_call_url | Dispo Call URL | <QXZ>This web URL address is not seen by the agent, but it is called every time a call is dispositioned by an agent if it is populated. Uses the same variables as the web form fields and scripts. dispo, callback_lead_status, talk_time and term_reason are the variables you can use to retrieve the agent-defined disposition for the call and the actual talk time in seconds of the call as well as how the call was ended. This URL can NOT be a relative path. Default is blank.</QXZ> <QXZ>If you put ALT into this field and submit this form, you will be able to go to a separate page where you can define multiple URLs for this action as well as specific statuses that will trigger them.</QXZ> |
| campaigns-na_call_url | No Agent Call URL | <QXZ>This web URL address is not seen by the agent, but if it is populated it is called every time a call that is not handled by an agent is hung up or transferred. Uses the same variables as the web form fields and scripts. --A--dispo--B-- can be used to retrieve the system-defined disposition for the call. This URL can NOT be a relative path. Default is blank.</QXZ> <QXZ>Custom Fields are not available with this feature. If you put ALT into this field and submit this form, you will be able to go to a separate page where you can define multiple URLs for this action as well as specific statuses that will trigger them.</QXZ> |
| campaigns-agent_allow_group_alias | Group Alias Allowed | <QXZ>If you want to allow your agents to use group aliases then you need to set this to Y. Group Aliases are explained more in the Admin section, they allow agents to select different callerIDs for outbound manual calls that they may place. Default is N.</QXZ> |
| campaigns-default_group_alias | Default Group Alias | <QXZ>If you have allowed Group Aliases then this is the group alias that is selected first by default when the agent chooses to use a Group Alias for an outbound manual call. Default is NONE or empty.</QXZ> |
| campaigns-calls_inqueue_count | Calls In Queue Count Display | <QXZ>This setting, if set to a valid CALLS_IN_QUEUE_COUNT type Settings Container, will change the display at the top of the agent screen to a specific filtered count of the calls in queue, replacing the default display of the count of every call waiting in queue that the agent has permissions to handle. If both of these settings are enabled, the first one will display before the second one. If you use an EXCEPT option, the exception container cannot also use an EXCEPT option. Default is ---DISABLED---. The CALLS_IN_QUEUE_COUNT type Settings Container should have -HEADING=>Display Name- as its first line, without the dashes, and then either a list of In-Groups and Campaigns, or one of the following special options,<BR>--ALL-IN-GROUP-CALLS--<BR>--ALL-CAMPAIGN-CALLS--<BR>--ALL-CALLS--<BR>--ALL-IN-GROUP-CALLS-EXCEPT=container_id<BR>--ALL-CAMPAIGN-CALLS-EXCEPT=container_id<BR>--ALL-CALLS-EXCEPT=container_id</QXZ> |
| campaigns-view_calls_in_queue | Agent View Calls in Queue | <QXZ>If set to anything but NONE, agents will be able to see details about the calls that are waiting in queue in their agent screen. If set to a number value, the calls displayed will be limited to the number selected. Default is NONE.</QXZ> |
| campaigns-view_calls_in_queue_launch | View Calls in Queue Launch | <QXZ>This setting if set to AUTO will have the Calls in Queue frame show up upon login by the agent into the agent screen. Default is MANUAL.</QXZ> |
| campaigns-calls_waiting_vl_one | Calls in Queue Extra Column | <QXZ>If not DISABLED, this will display an extra column in the -Calls in Queue- agent screen frame for each call waiting in queue. You can select any of the standard list field columns, the headers will use the same labels as are set for the campaign screen labels. Default is DISABLED.</QXZ> |
| campaigns-grab_calls_in_queue | Agent Grab Calls in Queue | <QXZ>This option if set to Y will allow the agent to select the call that they want to take from the Calls in Queue display by clicking on it while paused. Agents will only be able to grab inbound calls or transferred calls, not outbound calls. Default is N.</QXZ> |
| campaigns-call_requeue_button | Agent Call Re-Queue Button | <QXZ>This option if set to Y will add a Re-Queue Customer button to the agent screen, allowing the agent to send the call into an AGENTDIRECT queue that is reserved for the agent only. Default is N.</QXZ> |
| campaigns-pause_after_each_call | Agent Pause After Each Call | <QXZ>This option if set to Y will pause the agent after every call automatically. Default is N.</QXZ> |
| campaigns-pause_after_next_call | Agent Pause After Next Call Link | <QXZ>This option if enabled will display a link on the agent screen that will let the agent go on pause automatically after they hang up their next call. Default is DISABLED.</QXZ> |
| campaigns-blind_monitor_warning | Blind Monitor Warning | <QXZ>This option if enabled will let the agent know in various optional ways if they are being blind monitored by someone. DISABLED means this feature is not active, ALERT will only pop an alert up on the agent screen, NOTICE will post a note that stays up on the agent screen as long as they are being monitored, AUDIO will play the filename defined below when an agent is starting to be monitored and the other options are combinations of the above options. Default is DISABLED.</QXZ> |
| campaigns-blind_monitor_message | Blind Monitor Notice | <QXZ>This is the message that will show on the agent screen while they are being monitored if the NOTICE option is selected. Default is -Someone is blind monitoring your session-.</QXZ> |
| campaigns-blind_monitor_filename | Blind Monitor Filename | <QXZ>This is the audio file that will play in the agents session at the start of someone blind monitoring them. This prompt will be played for everyone in the session including the customer if any is present. Default is empty.</QXZ> |
| campaigns-custom_fields | Custom Campaign Fields | <QXZ>These five custom Campaign fields allow you to define variables that can be used in agent scripts, webforms and Dispo Call URL variables for calls handled through this Campaign on a per-campaign basis. These variables can be called with --A--camp_custom_one--B-- for the Custom 1 field. Default is blank.</QXZ> |
| campaigns-max_inbound_calls | Max Inbound Calls | <QXZ>If this setting is set to a number greater than 0, then it will be the maximum number of inbound calls that an agent can handle across all inbound groups in one day. If the agent reaches their maximum number of inbound calls, then they will not be able to select inbound groups to take calls from until the next day. This setting can be overridden by the User setting of the same name. Default is 0 for disabled.</QXZ> |
| campaigns-max_inbound_calls_outcome | Max Inbound Calls Outcome | <QXZ>If the Max Inbound Calls setting above is enabled, this will be the outcome of what happens to the agent when the maximum number of inbound calls is reached. DEFAULT will halt all inbound call handling to the agent, and if the agent is in an INBOUND_MAN campaign, it will only allow them to manual dial, with no pausing ability. ALLOW_AGENTDIRECT will allow the agent to continue to receive AGENTDIRECT in-group calls after they have reached the max inbound calls count. ALLOW_MI_PAUSE will allow an agent in an INBOUND_MAN campaign to continue to pause after they have reached the max inbound calls count. Default is DEFAULT. NOTE: this setting will also be in effect if the User Inbound Calls Credits feature is triggered.</QXZ> |
| campaigns-show_confetti | Show Confetti | <QXZ>Enable this option to add a bit of visual flair to the agent interface by having the screen rain confetti whenever the agent sets a call disposition that has been flagged with a sale or callback category. Options are SALES for sale calls only, CALLBACKS for callbacks only, and SALES_AND_CALLBACKS for both categories. By default the confetti will rain for 2 seconds after the call is dispositioned, but the duration of the confetti falling, the amount of confetti, and speed at which the confetti falls can be configured via an optional settings container, CONFETTI_SETTINGS. Default is DISABLED.</QXZ> |
| lists-list_id | List ID | <QXZ>This is the numerical name of the list, it is not editable after initial submission, must contain only numbers and must be between 2 and 8 characters in length. Must be a number greater than 99.</QXZ> |
| lists-list_name | List Name | <QXZ>This is the description of the list, it must be between 2 and 20 characters in length.</QXZ> |
| lists-list_description | List Description | <QXZ>This is the memo field for the list, it is optional.</QXZ> |
| lists-list_changedate | List Change Date | <QXZ>This is the last time that the settings for this list were modified in any way.</QXZ> |
| lists-list_lastcalldate | List Last Call Date | <QXZ>This is the last time that lead was dialed from this list.</QXZ> |
| lists-campaign_id | Campaign | <QXZ>This is the campaign that this list belongs to. A list can only be dialed on a single campaign at one time.</QXZ> |
| lists-active | Active | <QXZ>This defines whether the list is to be dialed on or not.</QXZ> |
| lists-reset_list | Reset Lead-Called-Status for this list | <QXZ>This resets all leads in this list to N for not called since last reset and means that any lead can now be called if it is the right status as defined in the campaign screen.</QXZ> |
| lists-reset_time | Reset Times | <QXZ>This field allows you to put times in, separated by a dash-, that this list will be automatically reset by the system. The times must be in 24 hour format with no punctuation, for example 0800-1700 would reset the list at 8AM and 5PM every day. Default is empty.</QXZ> |
| lists-weekday_resets_container | Weekday Resets Container | <QXZ>If set to a valid LIST_WEEKDAY_RESETS Settings Container, this option will let you define reset times for this list on a day-of-the-week basis. Within the container, you can set the list reset times for each weekday. Here is an example configuration: <BR>; weekday => reset-times in 24-hour time separated by dashes<BR>monday => 0830-1230-1800<BR>tuesday => 0900-1400-1830<BR>wednesday => 0930-1200-1730-1900<BR>thursday => 1030-1330-1900<BR>friday => 0800-1300-1530<BR>saturday => 0930-1100<BR>sunday => 1000<br><br>Note: if you want to leave a day blank, either don't include it or put no numbers after it. This will not override any Reset Times set above for this list, those will still run every day. Default is DISABLED.</QXZ> |
| lists-daily_reset_limit | Daily Reset Limit | <QXZ>This setting is only editable by a level 9 user. This setting allows an Administrator to limit the number of times that a list can be reset per day. The Resets Today number is counted from the Timeclock End Of Day time that is set in the system. Default is -1 for disabled. |
| lists-expiration_date | Expiration Date | <QXZ>This option allows you to set the date after which leads in this list will not be allowed to be auto-dialed or manual-list-dialed by the system. Default is 2099-12-31.</QXZ> |
| lists-local_call_time | Local Call Time | <QXZ>This is a setting for this list only, where you set during which hours you would like to dial leads within this specific list, as determined by the local time in the area in which you are calling. This is controlled by the time zone, as defined by that list setting, and is adjusted for Daylight Savings time if applicable. However, state rules are based on the state field for the lead and not only the time zone that is set. This call time setting is applied after the campaign local call time has been applied to the list and will NOT override the campaign settings. This setting will only narrow down call times in relation to the campaign local call time setting. It will NOT allow calling outside the hours set by the campaign local call time setting. This is useful if you have lists that need different call times within the same campaign. For example calling business numbers between 9am to 5pm and consumer phones between 9am to 9pm within the same campaign. General Guidelines in the USA for Business to Business is 9am to 5pm and Business to Consumer calls is 9am to 9pm. Default is campaign.</QXZ> |
| lists-audit_comments | Audit Comments | <QXZ>This option allows comments to be moved to an audit table. No longer editable, but viewable along with the date-time-creator of each comment. Default is N. This is a part of the Quality Control Add-On.</QXZ> |