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Added VIDPROMPTSPECIAL... Call Menu In-Group routing feature, Added CM_VIDPROMPT_SPECIAL Container Type

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Added additional in-group second-alert settings

git-svn-id: svn://192.168.202.10@3737 3d104415-ff17-0410-8863-d5cf3c621b8a
This commit is contained in:
mattf
2023-06-14 21:34:22 +00:00
parent d6634c33d7
commit 338086fa43
12 changed files with 1344 additions and 72 deletions
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agc_2-X/trunk/www/vicidial/help_documentation.txt
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# version: 20230607092501
# version: 20230614161401
users-user User ID <QXZ>This field is where you put the users ID number, can be up to 20 digits in length, Must be at least 2 characters in length. We strongly recommend not reusing user accounts for different users, for reporting accuracy. To disable a user account, set the Active option to -N-.</QXZ>
users-pass Password <QXZ>This field is where you put the users password. Must be at least 2 characters in length. Only letters and numbers are allowed in user passwords. A medium strength user password will be at least 10 characters in length, and a strong user password will be at least 20 characters in length and have letters as well as at least one number. It is recommended that you use a longer password if possible, stringing together several unrelated words with no spaces, and a number somewhere in the string. The maximum size of a password is 100 characters.</QXZ>
users-force_change_password Force Change Password <QXZ>If this option is set to Y then the user will be prompted to change their password the next time they log in to the administration webpage or the agent screen. Default is N.</QXZ>
@@ -181,7 +181,7 @@ campaigns-queue_priority Queue Priority <QXZ>This setting is used to define the
campaigns-shared_dial_rank Shared Dial Rank <QXZ>For campaigns that are set to a SHARED dial method, this setting will indicate the dialing priority among all of the SHARED dial method campaigns in the system for this specific campaign. The smaller the Shared Dial Rank number for a campaign, the sooner a call will be placed for that campaign. Default is 99.</QXZ>
campaigns-drop_rate_group Multiple Campaign Drop Rate Group <QXZ>This feature allows you to set a campaign as a member of a Campaign Drop Rate Group, or a group of campaigns whose Human Answered calls and Drop calls for all campaigns in the group will be combined into a shared drop percentage, or abandon rate. This allows you to to run multiple campaigns at once and more easily control your drop rate. This is particularly useful in the UK where regulations permit this drop rate calculation method with campaign grouping for the same company even if there are several campaigns that company is running during the same day. To enable this for a campaign, just select a group from the list. There are 10 groups defined in the system by default, you can contact your system administrator to add more. Default is DISABLED.</QXZ>
campaigns-inbound_queue_no_dial Inbound Queue No Dial <QXZ>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.</QXZ> <QXZ>If the selected option includes CHAT, then no outbound auto-dialing will take place while an inbound customer chat is waiting.</QXZ>
campaigns-inbound_no_agents_no_dial_container Inbound No-Agents No-Dial <QXZ>If set to something other than ---DISABLED---, the selected INGROUP_LIST type of Settings Container will be used to determine if any agents are ready and waiting for phone calls from at least one of the listed In-Groups. If there are less inbound agents available than the Threshold setting below, then no outbound calls will be placed for this campaign. Default is DISABLED.</QXZ>
campaigns-inbound_no_agents_no_dial_container Inbound No-Agents No-Dial <QXZ>If set to something other than ---DISABLED---, the selected INGROUP_LIST type of Settings Container will be used to determine if any agents are ready and waiting for phone calls from at least one of the listed In-Groups. The Container should have one line per In-Group. If there are less inbound agents available than the Threshold setting below, then no outbound calls will be placed for this campaign. Default is DISABLED.</QXZ>
campaigns-inbound_no_agents_no_dial_threshold Inbound No-Agents No-Dial Threshold <QXZ>If the Inbound No-Agents No-Dial option is enabled above, then this setting will be used to determine if the campaign will be allowed to place outbound auto-dial calls, if this number is greater than the number of inbound agents available. Default is 0, for disabled.</QXZ>
campaigns-auto_alt_dial Auto Alt-Number Dialing <QXZ>This setting is used to automatically dial alternate number fields while dialing in the RATIO and ADAPT dial methods when there is no contact at the main phone number for a lead, the statuses to trigger alt dial can be set in the Auto Alt Dial page. This setting is not used by the MANUAL dial method. EXTENDED alternate numbers are numbers loaded into the system outside of the standard lead information screen. Using EXTENDED you can have hundreds of phone numbers for a single customer record. Using MULTI_LEAD allows you to use a separate lead for each number on a customer account that all share a common vendor_lead_code, and the type of phone number for each is defined with a label in the Owner field. This option will disable some options on the Modify Campaign screen and show a link to the Multi-Alt Settings page which allows you to set which phone number types, defined by the label of each lead, will be dialed and in what order. This will create a special lead filter and will alter the Rank field of all of the leads inside the lists set to this campaign in order to call them in the order you have specified.</QXZ>
campaigns-auto_alt_threshold Auto Alt-Number Dialing Threshold <QXZ>If Auto Alt-Number Dialing is enabled, and not set to MULTI_LEAD, then this setting will specify the number of call attempts to the lead after which the Auto Alt dialing will no longer place alternate number calls for a specific lead, if the lead is called after this number of attempts then only the main phone number will be called. There is also a List Override option for this feature. Default is 0 for the threshold being disabled.</QXZ>
@@ -629,10 +629,12 @@ inbound_groups-closing_time_option_xfer_group Closing Time Option Transfer In-Gr
inbound_groups-closing_time_option_callback_list_id Closing Time Option Callback List ID <QXZ>If Closing Time Option is set to CALLERID_CALLBACK, this is the List ID the call is added to as a new lead if the Closing Time is reached.</QXZ>
inbound_groups-agent_alert_exten Agent Alert Filename <QXZ>The audio file to play to an agent to announce that a call is coming to the agent. To not use this function set this to X. Default is ding.</QXZ>
inbound_groups-agent_alert_delay Agent Alert Delay <QXZ>The length of time in milliseconds to wait before sending the call to the agent after playing the on Agent Alert Extension. Default is 1000.</QXZ>
inbound_groups-second_alert_trigger Second Agent Alert Trigger <QXZ>If enabled, this feature will play an audio alert if the trigger conditions are met. The PHONE_NUMBER option will check for a previous phone call from the same customer phone number being handled in this In-Group within a specified recent timeframe, defined by the Second Agent Alert Trigger Seconds setting below. The LEAD_ID option will check for a previous phone call by the same specific customer lead being handled in this In-Group within a specified recent timeframe. Default is DISABLED.</QXZ>
inbound_groups-second_alert_trigger Second Agent Alert Trigger <QXZ>If enabled, this feature will play an audio alert if the trigger conditions are met. The PHONE option will check for a previous phone call from the same customer phone number being handled in this In-Group within a specified recent timeframe, defined by the Second Agent Alert Trigger Seconds setting below. The LEAD_ID option will check for a previous phone call by the same specific customer lead being handled in this In-Group within a specified recent timeframe. If the option has TO in it, then only calls that reached the end of their Drop Seconds timeout will be counted for the trigger. If the option has NQ in it, then calls that were handled No-Agent-No-Queue will also be counted for the trigger. Default is DISABLED.</QXZ>
inbound_groups-second_alert_trigger_seconds Second Agent Alert Trigger Seconds <QXZ>If the Second Agent Alert Trigger option above is enabled, this is the number of seconds into the past that the logs will be checked for a previous call. Default is 600 seconds, which is 10 minutes.</QXZ>
inbound_groups-second_alert_filename Second Agent Alert Filename <QXZ>The second audio file to play to an agent to announce that a call is coming to the agent. default is empty.</QXZ>
inbound_groups-second_alert_delay Second Agent Alert Delay <QXZ>The length of time in milliseconds to wait before sending the call to the agent after playing the on Second Agent Alert. Default is 1000.</QXZ>
ingroups-second_alert_container Second Agent Alert Container <QXZ>If set to something other than DISABLED, the selected INGROUP_LIST type of Settings Container will be used to search for a previous call in a list of In-Groups instead of just this In-Group. The Container should have one line per In-Group. Default is DISABLED.</QXZ>
inbound_groups-second_alert_only Second Agent Alert Only <QXZ>If enabled, and the second alert is to be played to the agent, this option will disabled the first agent alert. Default is DISABLED.</QXZ>
inbound_groups-default_xfer_group Default Transfer Group <QXZ>This field is the default In-Group that will be automatically selected when the agent goes to the transfer-conference frame in their agent interface.</QXZ>
inbound_groups-ingroup_recording_override In-Group Recording Override <QXZ>This field allows for the overriding of the campaign call recording setting. This setting can be overridden by the user recording override setting. DISABLED will not override the campaign recording setting. NEVER will disable recording on the client. ONDEMAND is the default and allows the agent to start and stop recording as needed. ALLCALLS will start recording on the client whenever a call is sent to an agent. ALLFORCE will start recording on the client whenever a call is sent to an agent giving the agent no option to stop recording.</QXZ>
inbound_groups-routing_initiated_recordings Routing Initiated Recording <QXZ>This option, if enabled, allows you to have the call routing script for Inbound calls trigger the agent call recording instead of the agent screen. This option will only work if the recording option is set to ALLCALLS or ALLFORCE. This will not work with inbound on-hook agents. Default is N for disabled.</QXZ>
@@ -741,6 +743,7 @@ call_menu-option_route Option Route <QXZ>This menu contains the options for wher
call_menu-option_route_value Option Route Value <QXZ>This field is where you enter the value that defines where in the selected Option Route that the call is to be directed to.</QXZ>
call_menu-option_route_value_context Option Route Value Context <QXZ>This field is optional and only used for EXTENSION Option Routes.</QXZ>
call_menu-ingroup_settings Call Menu In-Group Settings <QXZ>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,</QXZ> <a href='#' onClick="FillAndShowHelpDiv(event, 'inbound_dids-call_handle_method')"><QXZ>Click here to see a list of the available handle methods</QXZ></a>. <QXZ>Search Method defines how the queue will find the next agent, recommend leave this on LB. List ID is the list that the new lead is inserted into, also if the Method is not a LOOKUP method and the lead is not found. Campaign ID is the campaign to search lists through if one of the RC methods is used. Phone Code is the phone_code field entry for the lead that is inserted with. VID Enter Filename is used if the Method is set to one of the VIDPROMPT methods, it is the audio prompt played to ask the customer to enter their ID. VID ID Number Filename is used if the Method is set to one of the VIDPROMPT methods, it is the audio prompt played after customer enters their ID, something like YOU HAVE ENTERED. VID Confirm Filename is used if the Method is set to one of the VIDPROMPT methods, it is the audio prompt played to confirm their ID, something like PRESS 1 TO CONFIRM AND 2 TO REENTER. VID Digits is used if the Method is set to one of the VIDPROMPT methods, if it is set to a number it is the number of digits that must be entered by the customer when prompted for their ID, if set to empty or X then the customer will have to press pound or hash to finish their entry of their ID.</QXZ> <QXZ>If you are using the cm_phonesearch.agi in this Call Menu, you can set the B option to use the special DYNAMIC_INGROUP_VAR in-group for that script to work properly.</QXZ>
call_menu-ingroup_vid_container Call Menu In-Group VID Container <QXZ>If the Call Menu Option Handle Method is set to one of the VIDPROMPTSPECIALLOOKUP options, then this field must be set to a valid Settings Container with a CM_VIDPROMPT_SPECIAL Container Type. Within this settings container you can define the In-Group that a call is routed to based on the list that the lead is in using the list_ingroup setting for each list and in-group pair, for example: list_ingroup => 102,TEST_IN2. The default_ingroup option can be used if the lead is found but the lead is not within any of the defined lists. The not_found_action option will allow you to define what happens when no vendor_lead_code match is found. The options for that setting are either new_lead or one of the Call Menu options, for instance: 1,2,3... If new_lead is used, then you need to define the In-Group that those calls are to be directed to, you can do that with the new_lead_ingroup setting. Here is an example container:<br>list_ingroup => 102,TEST_IN2<br>list_ingroup => 103,TEST_IN3<br>list_ingroup => 104,TEST_IN4<br>default_ingroup => TEST_IN5<br>not_found_action => new_lead<br>new_lead_ingroup => TEST_IN</QXZ>
call_menu-custom_dialplan_entry Custom Dialplan Entry <QXZ>This field allows you to enter in any dialplan elements that you want for the Call Menu.</QXZ>
call_menu-qualify_sql Qualify SQL <QXZ>This field allows you to input SQL - Structured Query Language - database fragments, like with Filters, to determine whether this call menu should play for the caller or not. This feature only works if the call has the callerIDname set prior to being sent to this call menu, either as an outbound survey transfer, or through the use of a drop call menu for an In-Group call. If there is a match, the call will proceed as normal. If there is no match, the call will go to the D option or the invalid option if no D option is set. You cannot use single-quotes in this field, only double-quotes if they are needed. Default is empty for disabled.</QXZ>
filter_phone_groups-filter_phone_group_id Filter Phone Group ID <QXZ>This is the ID of the Filter Phone Group that is the container for a group of phone numbers that you can have automatically searched through when a call comes into a DID and send to an alternate route if there is a match. This field should be between 2 and 20 characters and have no punctuation except for underscore.</QXZ>