This field needs to be at least 2 characters in length and no more than 20 characters in length, no spaces or special characters. This is the ID that will be used to identify the screen label throughout the system This is the descriptive name of the screen label entry Agent Screen Labels You can select a set of agent screen labels to use with this option. Default is --SYSTEM-SETTINGS-- for the default labels Status Display Fields 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. Default is CALLID CAMPAIGNS USING THIS SCREEN LABEL QueueMetrics Phone Environment Phone Append This option, if enabled, will append the agent phone login to the data4 record in the queue log table if the Campaign Phone Environment field is populated. Default is 0 for disabled HIDDEN will not show the agent the field, but will allow the field to have data imported into it and exported from it, as well as have it available to the script tab and web form address. READONLY will display the value of the data in the field, but will not allow the agent to alter the data Enable Campaign Test Calls This setting enables the ability to enter a phone code and phone number into fields at the bottom of the Campaign Detail screen and place a phone call to that number as if it were a lead being auto-dialed in the system. The phone number will be stored as a new lead in the manual dial list ID list. The campaign must be active for this feature to be enabled, and it is recommended that the lists assigned to the campaign all be set to inactive. The dial prefix, dial timeout and all other dialing related features, except for DNC and call time options, will affect the dialing of the test number. The phone call will be placed on the server selected as the voicemail server in the system settings. Default is 0 for disabled Test calling disabled PLACE TEST CALL Test Outbound Call Agents Calls Reset This setting defines whether the logged-in agents and active phone calls records are to be reset at the timeclock end of day. Default is 1 for enabled The Custom 5 field can be used as a field to define a dialplan number to send a call to from an AGENTDIRECT in-group if the user is unavailable, you just need to put AGENTEXT in the MESSAGE or EXTENSION field in the AGENTDIRECT in-group and the system will look up the custom five field and send the call to that dialplan number For AGENTDIRECT in-groups, if the user is unavailable, you can put AGENTEXT in this field and the system will look up the user custom five field and send the call to that dialplan number For AGENTDIRECT in-groups, you can put AGENTEXT in this field and the system will look up the user custom five field and send the call to that dialplan number You can also put AGENTEXT in this field if it is set to EXTENSION and the system will look up the user custom five field and send the call to that dialplan number orders by the last time an agent was sent an inbound call. Results in agents receiving about the same number of calls overall orders by the last time an agent finished an inbound call. AKA agent waiting longest receives first call Servers This is a list of the server IP addresses of existing servers in the system that you want the phone entries to be populated across. These must be valid IP addresses, they must be active in the system and you must put one per line in this text area input box Phones This is a list of the phone extensions that you want to be created on all of the servers listed above. The phone extensions should be letters and numbers only, with no special characters and you must put one per line in this text area box Registration Password This is the registration password that will be used for all of the phones that are created. For SIP and IAX2 protocol you should use a complex password for secutiry reasons Login Password This is the agent screen login password that will be used for all of the phones that are created Create Alias Entries Setting this option to YES will create a phones alias entry for each of the extensions listed above that will tie all of the same extension entries on each server together allowing phone login load balancing to work in the agent interface Alias Suffix This is the suffix that will be added to the extension to form the phone alias id. For example, if the extension is cc100 and the alias suffix is x, then the phone alias id used for that would be cc100x Client Protocol This is the phone protocol that will be used for all phones created when submitted. SIP and IAX2 are VOIP protocols that will create conf file entries to allow those phoens to register on the servers Local GMT This is the time zone that all of the phones will be created with HIDEBLOB is similar to HIDDEN except the data storage type on the database is a BLOB type, suitable for binary data or data that needs to be secured Default Local GMT This setting defines what will be used by default when new phones and servers are added using this admin web interface. Default is -5 Default Voicemail Zone This setting defines what zone will be used by default when new phones and voicemail boxes are created. The list of available zones is directly taken from the voicemail.conf file. Default is eastern Voicemail Zone This setting allows you to set the zone that this voicemail box will be set to when the time is logged for a message. Default is set in the System Settings Voicemail Options This optional setting allows you to define additional voicemail settings. It is recommended that you leave this blank unless you know what you are doing The next two settings are also defined in the System Settings section, and you can change them after you define them here. You should set the Default Local GMT to the timezone that your agents want to be in. The Voicemail zone is the listing of voicemail timezones that voicemail messages will be time logged with when new messages are left ERROR: You cannot use reserved words for field labels 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 No Agent Call URL 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. dispo can be used to retrieve the system-defined disposition for the call. This URL can NOT be a relative path. Default is blank On-Hook CID This option is only used for agents that are logged in with phones that have the agent-on-hook feature enabled. This is the caller ID that will show up on their agent phones when the calls are ringing. GENERIC is a generic RINGAGENT00000000001 type of notification. INGROUP will show only the in-group the call came from. CUSTOMER_PHONE will show only the customer phone number. CUSTOMER_PHONE_RINGAGENT will show RINGAGENT_3125551212 with the RINGAGENT as part of the CID with the customer phone number. CUSTOMER_PHONE_INGROUP will show the first 10 characters of the in-group followed by the customer phone number Please wait for the whole page to load before submitting the form In-Group Calldate This is the last date and time that a call was directed to this inbound group No-Answer Log This option will log the auto-dial calls that are not answered to a separate table. Default is N Alt-Log DB Server This is the alternate log database server. This is optional, and allows some logs to be written to a separate database. Default is empty Alt-Log Tables These are the tables that are available for logging on the alternate log database server. Default is blank This is the actual Text To Speech data field that is sent to Cepstral for creation of the audio file to be played to the customer. you can use Speech Synthesis Markup Language -SSML- in this field, for example for a 1 second break. You can also use several variables such as first name, last name and title as ViciDial variables just like you do in a Script: --A--first_name--B-- If you have static audio files that you want to use based upon the value of one of the fields you can use those as well with C and D tags. The file names must be all lower case and they must be 8k 16bit pcm wav files. The field name must be the same but without the .wav in the filename. For example --C----A--address3--B----D-- would first find the value for address3, then it would try to find an audio file matching that value to put it into the prompt Here is a list of the available variables DID Agent Log This option will log the inbound DID calls along with an in-group and user ID, if applicable, to a separate table. Default is N TIMEOUT will allow you to set what happens to the call when it times out with no input from the caller. INVALID will allow you to set what happens when the caller enters an invalid option. INVALID_2ND and 3RD can only be active if INVALID is not used, it will wait until the second or third invalid entry by the caller before it executes the option Survey Recording 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 Campaign Areacode CID AREACODE CIDS FOR THIS CAMPAIGN ADD NEW AREACODE CID AREACODE SUBMIT CHANGES AREACODE CID NOT ADDED there is already an entry for this campaign with this CID AREACODE CID ADDED AREACODE CID NOT DELETED this entry does not exist AREACODE CID DELETED AREACODE CID MODIFIED Campaign Areacode CID Modify CAMPAIGN AREACODE CID LISTINGS When set to AREACODE you have the ability to go into the AC-CID submenu and define multiple callerids to be used per areacode Enable Campaign Areacode CID This setting enables the ability to set specific outbound callerid numbers to be used per campaign. Default is 1 for enabled If the System Setting for Areacode CIDs is enabled and the Campaign setting for Use Custom CallerID is set to AREACODE then you have the ability to define Areacode CIDs that will be used when outbound calling to leads in this specific campaign. You can add multiple callerIDs per areacode and you can activate and deactivate them each in real time. If more than one callerID is active for a specific areacode then the system will use the callerid that has been used the least number of times today. If no callerIDs are active for the areacode then the campaign CallerID or list override CallerID will be used PLLB Grouping 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 PLLB Grouping Limit 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 Phone Login Load Balancing Grouping Limit. If PLLB Grouping is set to CASCADING at the campaign level then this setting will determine the number of agents acceptable on each server across all campaigns. Default is 100 Modify DID RA Extension Overrides DID REMOTE AGENT EXTENSION OVERRIDE NOT ADDED there is already an entry for this DID with this RA EXTENSION DID REMOTE AGENT EXTENSION OVERRIDE ADDED DID REMOTE AGENT EXTENSION OVERRIDE NOT DELETED DID REMOTE AGENT EXTENSION OVERRIDE MODIFIED MODIFY THIS DID Enable Remote Agent Extension Overrides This setting enables DIDs to have extension overrides for remote agent routed calls through in-groups. Default is 0 for disabled REMOTE AGENT EXTENSION OVERRIDES FOR THIS DID REMOTE AGENT EXTENSION OVERRIDE LISTINGS DID Remote Agent Extension Overrides This section allows you to enable DIDs to have extension overrides for remote agent routed calls through in-groups. The User Start must be a valid Remote Agent User Start or if you want the Extension Override entry to work for all calls then you can use ---ALL--- in the User Start field. If there are multiple entries for the same DID and User Start then the active entries will be used in a round robin method SEE DID REMOTE AGENT EXTENSION OVERRIDES FOR THIS DID THERE ARE DID REMOTE AGENT EXTENSION OVERRIDES FOR THIS REMOTE AGENT Action Transfer CID Used for Drop, After-hours and No-agent-no-queue actions. This is the caller ID number that the call uses before it is transferred to extensions, messages, voicemail or call menus. You can use CUSTOMER in this field to use the customer phone number, or CAMPAIGN to use the first allowed campaign caller id number. Default is CUSTOMER After Hours Call Menu If After Hours Action is set to CALLMENU, the call will be sent to this Call Menu if it enters the in-group outside of the call time scheme defined for the in-group Drop Call Menu If Drop Action is set to CALLMENU, the call will be sent to this call menu if it reaches Drop Call Seconds Custom DID Fields - These five fields can be used for various purposes, mostly relating to custom programming and reports If set to Y_WITH_AMD even answering machine detected message calls will be recorded Log Field If the Log Key Press option is enabled, this optional setting can allow the response to also be stored in this list field Default is NONE for disabled Call Count Limit This enforces a limit on the number of call attempts for the leads dialed in this campaign. A lead may go over this limit slightly if Lead Recycling or Auto-Alt-Dialing is enabled. Default is 0 for no limit Call Count Target This option is only used for reporting purposes and has no effect on leads dialed. Default is 3 Enable Expanded List Stats This setting enables two additional columns to be displayed on most of the List status breakdown tables on the list modification and campaign modification pages. Penetration is defined as the percent of leads that are at or above the campaign Call Count Limit and-or the status is marked as Completed. Default is 1 for enabled Report Option This option allows this specific shift to show up in selected reports that support this option There are completed leads in those lists The VIEW_PRESET option will simply open the transfer frame and the preset frame CONTACTS is an option only if contact_information is enabled on your system, that is a custom feature Preset Contact Search If the user is logged into a campaign that has Transfer Presets set to CONTACTS, then this setting can disable contact searching for this user only. Default is NOT_ACTIVE which will use whatever the campaign setting is The VIEW_CONTACTS option will open a contacts search window, this will only work if Enable Presets is set to CONTACTS Contacts Enabled This setting enables the Contacts sub-section in Admin which allows a manager to add modify or delete contacts in the system that can be used as part of a Custom Transfer in a campaign where an agent can search for contacts by first name last name or office number and then select one of many numbers associated with that contact. This feature is often used by operators or in switchboard functions where the user would need to transfer a call to a non-agent phone. Default is 0 for disabled CONTACTS LIST Add A Contact ADD NEW CONTACT ADDING NEW CONTACT MODIFY CONTACT CONTACT NOT ADDED there is already a contact in the system with this name and number CONTACT ADDED DELETE THIS CONTACT Click here to see Admin changes to this contact DELETE CONTACT CONTACT NOT DELETED CONTACT DELETION CONFIRMATION Office Number Cell Number Other Number CONTACT NOT MODIFIED Scheduled Callbacks Hours Block 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 Scheduled Callbacks Calltime Block 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 Modify Same User Level This setting only applies to level 9 users. If enabled it allows the level 9 user to modify their own settings as well as other level 9 users. Default is 1 for enabled Admin Hide Lead Data This setting only applies to level 7, 8 and 9 users. If enabled it replaces the customer lead data in the many reports and screens in the system with Xs. Default is 0 for disabled Admin Hide Phone Data This setting only applies to level 7, 8 and 9 users. If enabled it replaces the customer phone numbers in the many reports and screens in the system with Xs. The DIGITS settings will show only the last X digits of the phone number. Default is 0 for disabled Allowed User Groups This is a selectable list of User Groups to which members of this user group can view and possibly edit. User Groups can restrict access to almost all aspects of the system, from inbound DIDs to phones to voicemail boxes. The --ALL-- option allows the users in this group to see and log in to any record on the system if their user permissions allow for it Allowed Call Times This is a selectable list of Call Times to which members of this user group can use in campaigns, in-groups and call menus. The --ALL-- option allows the users in this group to use all call times in the system All call times in the system You are not allowed to edit your own user group You are not allowed to edit your own user Admin User Group All Admin User Groups This is the administrative user group for this campaign, this allows admin viewing of this campaign as well as the lists assigned to this campaign to be restricted by user group. Default is --ALL-- which allows any admin user with user group campaign permissions to view this campaign This is the administrative user group for this inbound group, this allows admin viewing of this in-group restricted by user group. Default is --ALL-- which allows any admin user to view this in-group This is the administrative user group for this did, this allows admin viewing of this did restricted by user group. Default is --ALL-- which allows any admin user to view this did This is the administrative user group for this record, this allows admin viewing of this recoird restricted by user group. Default is --ALL-- which allows any admin user to view this record User Start for this remote agent does not exist ADMIN GROUP Max Calls Method This option can enable the maximum concurrent calls feature for this in-group. If set to TOTAL, then the total number of calls being handled by agents and in queue in this in-group will not be allowed to exceed the Max Calls Count number of lines as defined below. If set to IN_QUEUE, then if the number of calls in queue waiting for agents will not be allowed to exceed the Max Calls Count no matter how many calls are with agents for this in-group. Default is DISABLED Max Calls Count This option must be set higher than 0 if you want to use the Max Calls Method feature. Default is 0 Max Calls Action This is the action to be taken if the Max Calls Method is enabled and the number of calls exceeds what is set above in the Max Calls Count setting. The calls above that amount will be sent to either the DROP action, the AFTERHOURS action or the NO_AGENT_NO_QUEUE action and will be logged as a MAXCAL status with a MAXCALLS hangup reason. Default is NO_AGENT_NO_QUEUE If a CIDLOOKUP method is used with ALT, it will search the alt_phone field for the phone number if no matches are found for the main phone number. If a CIDLOOKUP method is used with ADDR3, it will search the address3 field for the phone number if no matches are found for the main phone number and optionally the alt_phone field Another field in this section is GRADE, which allows for the campaign_grade_random Next Agent Call setting to be used. This grade setting will increase or decrease the probability that the agent will receive the call gives a higher probability of getting a call to the higher graded agents gives a higher probability of getting a call to the higher graded agents by in-group gives a higher probability of getting a call to the higher graded agents by campaign Day call count for this in-group Day call count for this campaign SUMMARY STATS Daily Maximum Stats These are statistics that are generated by the system each day throughout the day until the timeclock end-of-day as it is set in the System Settings. These numbers are generated from the logs within the system to allow for much faster display. The stats are included are - Total Calls, Maximum Agents, Maximum inbound calls, Maximum outbound calls Add or Remove In-Group Selected For Active Users in This User Group Maximum System Stats Reports These statistics are cached totals that are stored throughout each day in real-time through back-end processes. For inbound calls, the total calls per in-group are calculated for each call that enters the process that calculates. For the whole system counts, the totals are generated from log entries as well as other in-group and campaign totals. These totals may not add up due to the settings that you have in your system as well as when the call is hung up Hopper VLC Dup Check Setting this to Y will result in every lead being inserted into the hopper being checked by vendor_lead_code to make sure there are no duplicate leads inserted with the same vendor_lead_code. This is most useful when Auto-Alt-Dialing with MULTI_LEAD. Default is N Inventory Report If the Inventory Report is enabled on your system, this option will determine whether this list is included in the report or not. Default is Y for yes Report Rank This option allows you to rank shifts in selected reports that support this option You can also use a special variable IGNORENOSCROLL to force scroll bars on the script tab even if you are using an iframe within it Carrier Log Report ADMINISTRATION: Campaign Multi-Alt-Leads Multi-Lead Auto Alt Dialing Settings Form