diff --git a/agc_2-X/trunk/www/vicidial/help_documentation.txt b/agc_2-X/trunk/www/vicidial/help_documentation.txt index 836fbd81..9fe1f211 100644 --- a/agc_2-X/trunk/www/vicidial/help_documentation.txt +++ b/agc_2-X/trunk/www/vicidial/help_documentation.txt @@ -1,4 +1,4 @@ -# version: 20230117084601 +# version: 20230202080201 users-user User ID 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-. users-pass Password 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. users-force_change_password Force Change Password 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. @@ -549,13 +549,13 @@ inbound_groups-max_calls_action Max Calls Action This is the action to be t inbound_groups-areacode_filter Areacode Filter This feature allows you to filter calls that have been waiting in queue by the areacode of the customer phone number. The areacodes are defined on a per In-Group basis using the Areacode List modification page that you can get to by clicking on the areacode filter list link to the right. The ALLOW_ONLY option will only allow those customer phone numbers that begin with the areacodes included in the areacode filter list to continue waiting in the queue. The DROP_ONLY option will only drop those customer phone numbers that begin with the areacodes included in the areacode filter list. Areacodes in the filter list can be from 1 to 6 digits in length. Default is DISABLED. inbound_groups-areacode_filter_seconds Areacode Filter Seconds If the Areacode Filter feature above is enabled, then this field is where you set the number of seconds waiting in the queue that the feature is excuted. Default is 10 seconds. inbound_groups-areacode_filter_action Areacode Filter Action If the Areacode Filter feature above is enabled, this is the action taken on the phone call as it is dropped out of this in-group. Default is MESSAGE. -inbound_groups-welcome_message_filename Welcome Message Filename The audio file located on the server to be played when the call comes in. If set to ---NONE--- then no message will be played. Default is ---NONE---. This field as with the other audio fields in In-Groups, with the exception of the Agent Alert Filename, can have multiple audio files played if you put a pipe-separated list of audio files into the field. +inbound_groups-welcome_message_filename Welcome Message Filename The audio file located on the server to be played when the call comes in. If set to ---NONE--- then no message will be played. Default is ---NONE---. This field as with the other audio fields in In-Groups, with the exception of the Agent Alert Filename, can have multiple audio files played if you put a pipe-separated list of audio files into the field. It is important to note that the customer phone call will not actually enter the queue to be sent to an agent until after this message has been played. If you want to avoid this, consider instead putting a welcome message at the beginning of the Music on Hold that you have defined for this In-Group. inbound_groups-play_welcome_message Play Welcome Message These settings select when to play the defined welcome message, ALWAYS will play it every time, NEVER will never play it, IF_WAIT_ONLY will only play the welcome message if the call does not immediately go to an agent, and YES_UNLESS_NODELAY will always play the welcome message unless the NO_DELAY setting is enabled. Default is ALWAYS. inbound_groups-moh_context Music On Hold Context The music on hold context to use when the customer is placed on hold. Default is default. inbound_groups-onhold_prompt_filename On Hold Prompt Filename The audio file located on the server to be played at a regular interval when the customer is on hold. Default is generic_hold. This audio file MUST be 9 seconds or less in length. If this prompt is too long, it can cause calls to not be routed properly. We usually recommend not using this feature, and instead putting a periodic audio message within the Music on Hold plan that you have defined for this in-group. inbound_groups-prompt_interval On Hold Prompt Interval The length of time in seconds to wait before playing the on hold prompt. Default is 60. To disable the On Hold Prompt, set the interval to 0. inbound_groups-onhold_prompt_no_block 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. -inbound_groups-onhold_prompt_seconds On Hold Prompt Seconds This field needs to be set to the number of seconds that the On Hold Prompt Filename plays for. This audio file MUST be 9 seconds or less in length. Default is 9. +inbound_groups-onhold_prompt_seconds On Hold Prompt Seconds This field needs to be set to the number of seconds that the On Hold Prompt Filename plays for. This audio file MUST be 9 seconds or less in length. Default is 9. It is important that this value is set to the actual lemgth of the On-Hold Prompt, and is not greater than the length of that prompt. inbound_groups-play_place_in_line Play Place in Line This defines whether the caller will hear their place in line when they enter the queue as well as when they hear the announcement. Default is N. inbound_groups-place_in_line_caller_number_filename Place in Line Caller Number If the Play Place in Line feature is enabled, this option defines the audio prompt played when the customer hears what place they are in line -you are currently caller number-. Default is -queue-thereare-. inbound_groups-place_in_line_you_next_filename Place in Line You Are Next Filename If the Play Place in Line feature is enabled, this option defines the audio prompt played when the customer hears that they are next in line -your call is now first in line-. Default is -queue-youarenext-. @@ -567,7 +567,7 @@ inbound_groups-eht_minimum_prompt_seconds Estimated Hold Time Minimum Prompt Sec inbound_groups-wait_time_option Wait Time Option This allows you to give customers options to leave the queue if their wait time is over the amount of seconds specified below. Default is NONE. 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. The PRESS_STAY option will send the customer back to the queue without loosing their place in line. The PRESS_CALLBACK_QUEUE option will preserve the caller place in line and will call the customer back when their place is the next one to go to an agent, this inbound callback queue entry will last until the call is placed back to the customer or as long as the Callback Queue Expire Hours setting below. inbound_groups-wait_time_second_option Wait Time Second Option Same as the first Wait Time Option field above, except this one will check for the customer pressing the 2 key. Default is NONE. If no first Wait Time Option is selected then this option will not be offered. inbound_groups-wait_time_third_option Wait Time Third Option Same as the first Wait Time Option field above, except this one will check for the customer pressing the 3 key. Default is NONE. If no Second Wait Time Option is selected then this option will not be offered. -inbound_groups-wait_time_option_seconds Wait Time Option Seconds If Wait Time Option is set to anything but NONE, this is the number of seconds that the customer has been waiting in queue that will trigger the wait time options. Default is 120 seconds. +inbound_groups-wait_time_option_seconds Wait Time Option Seconds If Wait Time Option is set to anything but NONE, this is the number of seconds that the customer has been waiting in queue that will trigger the wait time options. Default is 120 seconds. It is recommended that this not be set to less time than it takes to play any welcome messages that have been defined for this In-Group. inbound_groups-wait_time_lead_reset Wait Time Option Lead Reset This option if set to Y, will set the lead called-since-last-reset field to N when the Wait Time Option is triggered and the call is sent to an action like Message, Voicemail or Hangup. Default is N for disabled. inbound_groups-wait_time_option_exten Wait Time Option Extension If Wait Time Option is set to PRESS_EXTEN, this is the dialplan extension that the call will be sent to if the customer presses the option key when presented with the option. 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. inbound_groups-wait_time_option_callmenu Wait Time Option Callmenu If Wait Time Option is set to PRESS_CALLMENU, this is the Call Menu that the call will be sent to if the customer presses the option key when presented with the option. @@ -639,7 +639,7 @@ inbound_groups-answer_sec_pct_rt_stat_one Stats Percent of Calls Answered Within inbound_groups-enter_ingroup_url Enter In-Group URL This web URL address is called every time a call enters the queue, right before the system looks for an agent to send the call to. If the call leaves the In-Group before that time, such as for No-Agent No-Queue, Max Calls, After Hours, etc..., this URL will not be called. Default is blank. inbound_groups-start_call_url Start Call URL 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. Default is blank. inbound_groups-dispo_call_url Dispo Call URL 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, 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. Default is blank. 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. If you want the campaign Dispo Call URL to be used for inbound calls, then put CAMP into this field. -inbound_groups-na_call_url 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. Custom Fields are not available with this feature. +inbound_groups-na_call_url 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. Custom Fields are not available with this feature. If the Wait time, On-Hold Prompt or other settings are not set properly in this In-Group, then this feature may not function properly. inbound_groups-waiting_call_url_on Waiting Call URL On This feature allows you to trigger a URL when there are calls waiting in this In-Group. The -On- URL will be sent the first time a call is waiting, and no more will be sent as long as there are still calls from this In-Group waiting in the queue. The -Off- URL will be sent as soon as there are no calls waiting for this In-Group anymore. This feature was created to allow for a remote power switch to be triggered to light up a flashing light to notify agents in a call center room that there were calls waiting for them. For this feature to work, both the -On- and -Off- URLs must be filled in. Default is -empty- for disabled. inbound_groups-add_lead_url Add Lead URL This web URL address is not seen by the agent, but it is called every time a lead is added to the system through the inbound process. Default is blank. You must begin this URL with VAR if you want to use variables, and of course --A-- and --B-- around the actual variable in the URL where you want to use it. Here is the list of variables that are available for this function. lead_id, vendor_lead_code, list_id, phone_number, phone_code, did_id, did_extension, did_pattern, did_description, uniqueid inbound_groups-add_lead_timezone Add Lead Timezone This is the method that the system will use to determine the current timezone when a lead is created when a call is being routed through this in-group. SERVER will use the current timezone of the server. PHONE_CODE_AREACODE will look up the timezone based on the phone code set in the lead and the areacode of the phone number. Default is SERVER.