All users in the system, even not logged-in users
The NOT-LOGGED-IN-AGENTS option allows all users in the system to be displayed, even if they are not logged-in curently
Voicemail ID
This is the voicemail box that calls will be directed to in an AGENTDIRECT in-group at the drop time if the in-group has the drop method set to VOICEMAIL and the Voicemail field set to AGENTVMAIL
In an AGENTDIRECT in-group, setting this to AGENTVMAIL will select the User voicemail ID to use
Record Call
This option allows you to set the calls coming into this DID to be recorded. Y will record the entire call, Y_QUEUESTOP will record the call until the call is hungup or enters an in-group queue, N will not record the call. Default is N.
Click here to see a list of recordings and calls for this DID
Ignore List Script Override
This option allows you to ignore the list ID Script Override option for calls coming into this In-Group. Setting this to Y will ignore any List ID script settings. Default is N
External Server IP
This setting is where you can put a server IP or other machine name that can be used in place of the server_ip when using a webphone in the agent interface. For this to work you also must have the phones entry set to use the External Server IP. Default is empty
Set As Webphone
Setting this option to Y will attempt to load a web-based phone when the agent logs into their agent screen. Default is N.
Use External Server IP
If using as a web phone, you can set this to Y to use the servers External IP to register to instead of the Server IP. Default is empty
Default Webphone
If set to 1, this option will make all new phones created have Set As Webphone set to Y. Default is 0
Default External Server IP
If set to 1, this option will make all new phones created have Use External Server IP set to Y. Default is 0
Webphone URL
This is the URL of the webphone that will be used with this system if it is enabled in the phones record that an agent is using. Default is empty
AGENT ACTIVITY FOR THIS TIME PERIOD
these fields are in seconds
Enable Agent Disposition Logfile
This option will log to a text logfile on the webserver every time a call is dispositioned by an agent. Default is 0, disabled
Agent Call Log View
This option defines whether the agent will be able to see their call log for calls handled through the ViciDial agent screen. Default is N for no or disabled
Agent Call Log View Override
This setting will override whatever the users user group has set for Agent Call Log View. DISABLED will use the user group setting. N will not allow showing the users call log. Y will allow showing the user call log. Default is DISABLED
Custom Dialplan Entry
This field allows you to enter in any dialplan elements that you want for the server, the lines will be added to the default context
This field allows you to enter in any dialplan elements that you want for all of the asterisk servers, the lines will be added to the default context
This option allows you to enter custom dialplan lines into Call Menus, Servers and System Settings. Default is 0 for inactive
Custom CallerID
When set to Y, this option allows you to use the security_phrase field in the vicidial_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
CUSTOM_CID will use the Custom CID that is defined in the security_phrase field of the vicidial_list table for the lead
Scheduled Callbacks Alert
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
QueueMetrics Login-Out
This option affects how vicidial will log the logins and logouts of an agent in the queue_log. Default is STANDARD to use standard AGENTLOGIN AGENTLOGOFF, CALLBACK will use AGENTCALLBACKLOGIN and AGENTCALLBACKLOGOFF that QM will parse differently
Enable CallCard
This setting enables the CallCard features with ViciDial to allow for callers to use pin numbers and card_ids that have a balance of minutes and those balances can have agent talk time on customer calls to in-groups deducted. Default is 0 for disabled
CallCard Access
Agent Transfer Options
These options allow for the disabling of specific buttons in the Transfer Conference section of the Agent interface. Default is Y for yes or enabled
Agent Allow Park Customer Dial Xfer
Agent Allow Dial With Customer Xfer
Agent Allow Blind Xfer
Agent Allow Voicemail Message Xfer
Agent Allow Dial Override Xfer
Agent Allow Consultative Xfer
Agent Fullscreen
This option if set to Y will set the height and width of the ViciDial agent screen to the size of the web browser window without any allowance for the Agents View, Calls in Queue View or Calls in Session view. Default is N for no or disabled
Add Extension Group
New Group Extension Addition
Modify Extension Group
Delete Extension Group
Extension Groups
Add Extension Group Entry
Extension Group
This required field is where you enter the group ID that you want this extension to be put into. No spaces or special characters except for underscore letters and numbers
Extension:
This required field is where you put the dialplan extension that you want the remote agent calls to be sent to for this extension group entry
This field allows you to rank the extension group entries that share the same extension group. Default is 0
Campaigns Groups
In this field you can put a list of campaign IDs and or inbound group IDs that you want to restrict the use of the extension group for. List must be separate by pipes and have a pipe at the beginning and end of the string
EXTENSION GROUP ENTRY NOT ADDED
there is already an extension group entry with these values
EXTENSION GROUP ENTRY ADDED
MODIFY AN EXTENSION GROUP ENTRY
Click here to see Admin chages to this extension group entry
DELETE THIS EXTENSION GROUP ENTRY
Call Count Today
Last Call Time
Last Call ID
EXTENSION GROUP ENTRY NOT MODIFIED
EXTENSION GROUP ENTRY MODIFIED
EXTENSION GROUP ENTRY NOT DELETED
EXTENSION GROUP ENTRY DELETION CONFIRMATION
Click here to delete extension group entry
EXTENSION GROUP ENTRY DELETION COMPLETED
EXTENSION GROUP LISTINGS
Extension Group
If set to something other than NONE or empty this will override the External Extension field and use the Extension Group entries that have the same extension group ID. Default is NONE for deactivated
Click here to see agents logged in to this inbound group
Agent Choose Blended
This option if set to 1 allows the user to choose if the agent has their campaign set to blended or not, and if not then the default blended setting will be used. Default is 1 for enabled
Click here to see a log of the uploads to the audio store
QueueMetrics CallStatus
This option if set to 0 will not put in the CALLSTATUS entry into queue_log when an agent dispositions a call. Default is 1 for enabled
QM CallStatus Override
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
Extension Append CID
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 enabled, the calls coming in from this in-group 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
Scheduled Callbacks Count
This option allows you to set whether only LIVE callbacks, user-only scheduled callbacks that have hit their trigger date and time, or ALL_ACTIVE callbacks, user-only callbacks that are active in the system as well as LIVE callbacks, should be3 counted int he agent callback alert section on the agent screen. Default is ALL_ACTIVE
Realtime Block User Info
This setting if set to 1 will block user and station information from being displayed in the Real-time report. Default is 0 for disabled
Manual Dial Override
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
Blind Monitor Warning
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 theya re being monitored, AUDIO will play the filename defined below when an agent is starting to be monitored and the other options are combibnations of the above options. Default is DISABLED
Blind Monitor Notice
This is the message that will show on the agent screen while they are being monitored if the NOTICE option is selected. Default is
Blind Monitor Filename
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
Uniqueid Status Display
If enabled, when an agent receives a call through this in-group they will see the uniqueid of the call added to the status line in their agent interface. The PREFIX option will add the prefix defined blow to the beginning of the uniqueid in the display. Default is DISABLED. If there was already a Uniqueid defined on a call entering this in-group, then the original uniqueid will be displayed
Uniqueid Status Prefix
If PREFIX option is selected above then this is the value of that prefix. Default is empty
Default Codecs
You can define a comma delimited list of codecs to be set as the default codecs for all systems. Options for codecs include ulaw, alaw, gsm, g729, speex, g722, g723, g726, ilbc, ... Default is empty
Allowed Codecs
You can define a comma delimited list of codecs to be set as the default codecs for this phone. Options for codecs include ulaw, alaw, gsm, g729, speex, g722, g723, g726, ilbc, ... Some of these codecs might not be available on your system, like g729 or g726. If the field is empty, then the system default codecs or the phone entry above this one will be used for the allowable codecs. Default is empty
Allowed Codecs With Template
Setting this option to 1 will include the codecs defined above even if a conf file template is used. Default is 0
If the PRESERVE option is used and the call is sent to a second agent, the uniqueid and prefix displayed to the first agent will also be displayed to the second agent
Custom Fields Modify
This option if set to 1 allows the user to modify custom list fields
ERROR: Custom Fields are not active on this system
Lists Custom Field
Field Label
This is the database field identifier for this field. This needs to be a unique identifier within the custom fields for this list. Do not use any spaces or punctuation for this field. max 50 characters, minimum of 2 characters
Field Name
This is the name of the field as it will appear to an agent through their interface. You can use spaces in this field, but no punctuation characters, maximum of 50 characters and minimum of 2 characters
Field Description
The description of this field as it will appear in the administration interface. This is an optional field with a maximum of 100 characters
Field Rank
The order in which these fields is displayed to the agent from lowest on top to highest on the bottom
Field Help
Optional field, if you fill it in, the agent will be able to see this text when they click on a help link next to the field in their agent interface
Field Type
This option defines the type of field that will be displayed. TEXT is a standard single-line entry form, AREA is a multi-line text box, SELECT is a single-selection pull-down menu, MULTI is a multiple-select box, RADIO is a list of radio buttons where only one option can be selected, CHECKBOX is a list of checkboxes where multiple options can be selected, DATE is a year month day calendar popup where the agent can select the date and TIME is a time selection box. The default is TEXT. For the SELECT, MULTI, RADIO and CHECKBOX options you must define the option values below in the Field Options box
Field Options
For the SELECT, MULTI, RADIO and CHECKBOX field types, you must define the option values in this box. You must put a list of comma separated option label and option text here with each option one its own line. The first value should have no spaces in it, and neither values should have any punctuation. For example - electric_meter, Electric Meter
Field Size
This setting will mean different things depending on what the field type is. For TEXT fields, the size is the number of characters that will show in the field. For AREA fields, the size is the width of the text box in characters. For MULTI fields, this setting defines the number of options to be shown in the multi select list. For SELECT, RADIO, CHECKBOX, DATE and TIME this setting is ignored
Field Max
This setting will mean different things depending on what the field type is. For TEXT, HIDDEN and READONLY fields, the size is the maximum number of characters that are allowed in the field. For AREA fields, this field defines the number of rows of text visible in the text box. For MULTI, SELECT, RADIO, CHECKBOX, DATE and TIME this setting is ignored
Field Cost
This read only field tells you what the cost of this field is in the custom field table for this list. There is no hard limit for the number of custom fields you can have in a list, but the total of the cost of all fields for the list must be below 65000. This typically allows for hundreds of fields, but if you specify several TEXT fields that are hundreds or thousands of characters in length then you may hit this limit quickly. If you need that much text in a field you should choose an AREA type, which are stored differently and do not use as much table space
Field Required
If set to Y, this field will force the agent to enter text or select an option for this field. Default is N
Field Default
This optional field lets you define what value to assign to a field if nothing is loaded into that field. Default is NULL which disables the default function
MODIFY FIELDS
LIST LISTINGS WITH CUSTOM FIELDS COUNT
SUMMARY OF FIELDS
ADD A NEW CUSTOM FIELD FOR THIS LIST
ERROR: Field does not exist
ERROR: Table does not exist
ERROR: Field already exists for this list
CLICK HERE TO CONFIRM DELETION OF THIS CUSTOM FIELD
THIS CUSTOM FIELD HAS BEEN DELETED
Records in this custom table
EXAMPLE OF CUSTOM FORM
For DATE field types, the default is always set to today unless a number is put in in which case the date will be that many days plus or minus today. For TIME field types, the default is always set to the current server time unless a number is put in in which case the time will be that many minutes plus or minus current time
MODIFY EXISTING FIELDS
Field Name Position
If set to LEFT, this field name will appear to the left of the field, if set to TOP the field name will take up the entire line and appear above the field. Default is LEFT
Option Position
For CHECKBOX and RADIO field types only, if set to HORIZONTAL the options will appear on the same line possibly wrapping to the line below if there are many options. If set to VERTICAL there will be only one option per line. Default is HORIZONTAL
Hold Time Option Minimum
If Hold Time Option enabled, this is the minimum number of seconds the call must be waiting before it will be presented with the hold time option. The hold time option will immediately be presented at this time if the estimated hold time is greater than the Hold Time Option Seconds value. Default is 0 seconds
ADDING COPIED CARRIER
ADD COPIED CARRIER
Source Carrier
COPIED CARRIER ADDED
Copy A Carrier
Field OrderIf more than one field has the same rank, they will be placed on the same line and they will be placed in order by this value from lowest to highest, left to right
Copy Fields to Another List
List ID to Copy Fields to
List ID to Copy Fields From
Copy Option
When copying field definitions from one list to another, you have a few options for how the copying process works. APPEND will add the fields that are not present in the destination list, if there are matching field labels those will remained untouched, no custom field data will be deleted or modified using this option. UPDATE will update the common field_label fields in the destination list to the field definitions from the source list. custom field data may be modified or lost using this option. REPLACE will remove all existing custom fields in the destination list and replace them with the custom fields from the source list, all custom field data will be deleted using this option
ERROR: Source list has no custom fields
SUCCESS: Custom Field Added
SUCCESS: Custom Field Modified
SUCCESS: Custom Field Deleted
Copy List Custom Fields
ERROR: You cannot copy fields to the same list
DISPLAY will display only and not allow for modification by the agent
Hold Time Option Callmenu
Hold Time Option Press Filename
If Hold Time Option is set to CALL_MENU, this is the Call Menu that the call will be sent to if the estimated hold time exceeds the Hold Time Option Seconds
If Hold Time Option is set to one of the PRESS_ options, this is the filename prompt that is played if the estimated hold time exceeds the Hold Time Option Seconds to give the customer the option to press 1 on their phone to run the selected Hold Time Press Option. It is very important that this audio file is 10 seconds or less or there will be problems. Default is to-be-called-back
If one of the PRESS_ options is selected, it will play the Press Filename defined below and give the customer the option to press 1 on their phone to leave the queue and run the selected option
Hold Time Option After Press Filename
If Hold Time Option is set to one of the PRESS_ options or CALLERID_CALLBACK, this is the filename prompt that is played after the customer has pressed 1 or the call has been added to the callback list
Inbound Queue No Dial
This feature if set to ENABLED allows you to prevent outbound auto-dialing of this campaign if there are any inbound calls waiting in queue that are part of the allowed inbound groups set in this campaign. Setting this to ALL_SERVERS will change the algorithm to calculate all inbound calls as active calls on this server even if they are on another server which will reduce the chance of placing unnecessary outbound calls if you have calls coming in on another server. Default is DISABLED
After Hours Filename Override
These fields allow you to override the After Hours message for inbound groups if it is set to something. Default is empty
On Hold Prompt No Block
Setting this option to Y will allow calls in line behind a call where the on hold prompt is playing to go to an agent if one becomes available while the message is playing. While the On Hold Prompt Filename message is playing to a customer they cannot be sent to an agent. Default is N
On Hold Prompt Seconds
This field needs to be set to the number of seconds that the On Hold Prompt Filename plays for. Default is 10
Hold Time Option Press No Block
Setting this option to Y will allow calls in line behind a call where the Hold Time Option Press Filename prompt is playing to go to an agent if one becomes available while the message is playing. While the Hold Time Option Press Filename message is playing to a customer they cannot be sent to an agent. Default is N
Hold Time Option Press Filename Seconds
This field needs to be set to the number of seconds that the Hold Time Option Press Filename plays for. Default is 10
CallCard Generate New Numbers
Call Menu In-Group Settings
If the route is set to INGROUP then there are many options that you can set to define how the call is sent to into the queue. In-Group is the inbound group that you want the call to go to. Handle Method is the way you want the call to be handled
Click here to see a list of the available handle methods
VID Enter Filename
VID ID Number Filename
VID Confirm Filename