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Added the AUTONEXT hopper_hold_inserts campaign option

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Updates for inbound email parser perl script

git-svn-id: svn://192.168.202.10@3808 3d104415-ff17-0410-8863-d5cf3c621b8a
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mattf
2024-02-25 19:45:59 +00:00
parent f78c94a9f8
commit a2eb4a0f42
11 changed files with 327 additions and 95 deletions
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agc_2-X/trunk/docs/HCI_Human_Call_Indicator_screen.txt
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@@ -1,10 +1,12 @@
HUMAN CALL INDICATOR(HCI) DOC Started: 2023-11-08 Updated: 2023-11-27
HUMAN CALL INDICATOR(HCI) DOC Started: 2023-11-08 Updated: 2024-02-25
This document will go over how to set up the Human Call Indicator screen on your system, with Hopper Hold Inserts for campaigns.
NOTE: This requires svn/trunk revision 3779 or higher!!!
NOTE: AUTONEXT mode was added in svn/trunk revision 3808.
What is an Human Call Indicator screen?
@@ -15,7 +17,7 @@ On the admin side, to enable the HCI screen, the System Settings "Lead Hopper Ho
For a user to log into the HCI screen, they must have their User's "HCI Enabled" option enabled.
The user can get to the HCI screen from the link on the Welcome page(HOME). Once logged in to the HCI screen, the user must select the campaign that they want to initiate calls from, then they will see the active HCI screen with phone numbers to click on (on the left side), and a summary screen (on the right side). When an agent clicks on one of the phone numbers, they will see a confirmation pop-up panel asking them to confirm that they want this number to be called. If the user confirms this propt, then the call can be placed by the system and the phone number's button will disappear from the left side of the screen and the other phone numbers will shift to fill in the empty space.
The user can get to the HCI screen from the link on the Welcome page(HOME). Once logged in to the HCI screen, the user must select the campaign that they want to initiate calls from, then they will see the active HCI screen with phone numbers to click on (on the left side), and a summary screen (on the right side). When an agent clicks on one of the phone numbers, they will see a confirmation pop-up panel asking them to confirm that they want this number to be called (in AUTONEXT mode, the confimation panel will pop-up automatically). If the user confirms this propt, then the call can be placed by the system and the phone number's button will disappear from the left side of the screen and the other phone numbers will shift to fill in the empty space. In AUTONEXT mode, the agent does not need to click on the next phone number, as soon as they confirm a phone number the next phone number's confirmation panel will automaticaly pop-up.
The statistics on the right side of the screen show the following metrics:
1. Calls in Progress - the number of dialed but not-yet-answered calls active at this moment, does not include calls where agents are talking to customers
@@ -33,15 +35,17 @@ How do I configure this on my system?
No configuration is needed other than activating Hopper Hold Inserts for the system and campaigns, as well as activating the HCI Enabled setting for the users that you want to access the HCI screen.
You can also enable the AUTONEXT mode of the HCI screen by setting the System Setting "Hopper Hold Inserts" to '2', the campaign "Hopper Hold Inserts" setting to 'AUTONEXT' and the Users' "HCI Enabled" setting to '2'.
What are the limitations of the HCI screen?
The HCI screen will reserve leads from the hopper that are on HOLD for each user that is logged into the HCI screen, these HOLD hopper leads are refreshed as the HCI screen user confirms phone calls, and no more than 40 calls can be initiated within 4 seconds, although in our testing we've never been able to get anywhere close to that rate.
The HCI screen will reserve leads from the hopper that are on HOLD for each user that is logged into the HCI screen, these HOLD hopper leads are refreshed as the HCI screen user confirms phone calls, and no more than 40 calls can be initiated within 4 seconds (or 120 calls in 2 seconds in AUTONEXT mode), although in our testing we've never been able to get anywhere close to that rate.
If the HCI screen user does not confirm any phone calls for 5 minutes, the system will reset their reserved hopper leads and allow their HCI screen to reserve new ones. This is done to ensure the freshness of the hopper leads being confirmed through the HCI screen.
Since the HCI screen will reserve 40 hopper HOLD leads for each logged-in HCI screen user, you may need to raise your campaign Hopper Level depending on how many HCI screen users you will want to have logged in at any one time.
Since the HCI screen will reserve 40 hopper HOLD leads for each logged-in HCI screen user (or 120 leads in AUTONEXT mode), you may need to raise your campaign Hopper Level depending on how many HCI screen users you will want to have logged in at any one time.
@@ -59,7 +63,7 @@ DATABASE CHANGES FOR REFERENCE ONLY!!!!!!!!!
ALTER TABLE system_settings ADD hopper_hold_inserts ENUM('0','1','2','3','4','5','6','7') default '0';
ALTER TABLE vicidial_campaigns ADD hopper_hold_inserts ENUM('ENABLED','DISABLED') default 'DISABLED';
ALTER TABLE vicidial_campaigns ADD hopper_hold_inserts ENUM('ENABLED','DISABLED','AUTONEXT') default 'DISABLED';
ALTER TABLE vicidial_hopper MODIFY status ENUM('READY','QUEUE','INCALL','DONE','HOLD','DNC','RHOLD','RQUEUE') default 'READY';