Added pre_filter_recent_call DID settings and Inbound DID Detail Report

git-svn-id: svn://192.168.202.10@3598 3d104415-ff17-0410-8863-d5cf3c621b8a

agc_2-X/trunk/www/vicidial/help_documentation.txt

@@ -1,4 +1,4 @@
-# version: 20220506091101
+# version: 20220508100901
 users-user	User ID	<QXZ>This field is where you put the users ID number, can be up to 8 digits in length, Must be at least 2 characters in length.</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>
@@ -686,6 +686,8 @@ inbound_dids-max_queue_ingroup_id	Max Queue In-Group ID	<QXZ>For the Max Queue I
 inbound_dids-max_queue_ingroup_extension	Max Queue In-Group Extension	<QXZ>For the Max Queue In-Group Calls feature above to work properly, an Extension must be set in this field. Default is 9998811112. Directly above, in the No-Agent In-Group Extension description, you will see some examples of default extensions that you can use in the system to terminate calls to.</QXZ>
 inbound_dids-pre_filter_phone_group_id	Pre-Filter Phone Group ID	<QXZ>This option allows you to filter calls through a Filter Phone Group before going through the standard filtering process below. If a match is found then the call is redirected to the Pre-Filter Phone Group DID as defined below. Default is blank for disabled.</QXZ>
 inbound_dids-pre_filter_extension	Pre-Filter Phone Group DID	<QXZ>For the Pre-Filter Phone Group ID feature above to work properly, a DID Pattern must be set in this field. Default is blank for disabled. It is recommended that you confirm the DID you enter here is properly set in the system before assigning it.</QXZ>
+inbound_dids-pre_filter_recent_call	Pre-Filter Recent Call	<QXZ>The Pre-Filter Recent Call feature allows for the filtering of inbound phone calls by whether the phone number has previously been an outbound and-or inbound phone call in the system. This setting requires that a Settings Container of the type DID_RECENT_CALL be set up to specify the settings for how it will search for a previous call. In this settings container you can configure it for outbound calls or inbound calls or both. There are 4 settings for each outbound and inbound that you must use:<br>outbound_recent_call_check_type - can be set to lead-x-y-days-range or log-x-y-days-range, the difference being if the leads database is searched using the last_local_call_time field or if the logs are searched using the call_time field.<br>outbound_recent_call_days - must be a range of days going back from today, with the start and end days separated by a dash. The start day will start at 00:00:00 and the end day would end at 23:59:59 local server time, so if 0-0 is set, it would search today for the full 24-hours of today.<br>outbound_recent_call_campaigns - can be set to --ALL-- to have no campaign restrictions, or can be set to a pipe-delimited list of campaign IDs. For inbound, this setting is called inbound_recent_call_groups and if the log method is used it should be a list of inbound group IDs if --ALL-- is not used.<br>outbound_recent_call_statuses - can be set to --ALL-- to have no status restrictions, or can be set to a pipe-delimited list of statuses.<br><br>Here are examples of both outbound and inbound reccent call filtering settings:<br><br>outbound_recent_call_check_type => lead-x-y-days-range<br>outbound_recent_call_days => 0-14<br>outbound_recent_call_campaigns => --ALL--<br>outbound_recent_call_statuses => --ALL--<br><br>inbound_recent_call_check_type => log-x-y-days-range<br>inbound_recent_call_days => 21-999<br>inbound_recent_call_groups => TEST_IN|TEST_IN2|TEST_IN3<br>inbound_recent_call_statuses => DNC|NI|LIT<br><br>WARNING: Using this feature may cause load problems and slow down your system.</QXZ>
+inbound_dids-pre_filter_recent_extension	Pre-Filter Recent Call DID	<QXZ>If the Pre-Filter Recent Call feature above is active and set to a valid Settings Container, then this field is the internal DID that the call would be sent to if there is a match for a recent call.</QXZ>
 inbound_dids-filter_inbound_number	Filter Inbound Number	<QXZ>This option if enabled allows you to filter calls coming into this DID and send them to an alternative action if they match a phone number that is in the filter phone group or a URL response if you have configured one. Default is DISABLED. GROUP will search in a Filter Phone Group. URL will send a URL and will match if a 1 is sent back. DNC_INTERNAL will search by the internal DNC list. DNC_CAMPAIGN will search by one specific campaign DNC list. If the option has AREACODE at the end, then the number and an entry for that numbers 3 digit areacode will be searched for. Both DNC options already have areacode searching built in.</QXZ>
 inbound_dids-filter_phone_group_id	Filter Phone Group ID	<QXZ>If the Filter Inbound Number field is set to GROUP then this is the ID of the Filter Phone Group that will have its numbers searched looking for a match to the caller ID number of the incoming call.</QXZ>
 inbound_dids-filter_url	Filter URL	<QXZ>If the Filter Inbound Number field is set to URL then this is the web address of a script that will search a remote system and return a 1 for a match and a 0 for no match. Only two variables are available in the address if you use the VAR prefix like with webform addresses in campaigns, --A--phone_number--B-- and --A--did_pattern--B-- can be used in the URL to indicate the caller ID of the caller and the DID that the customer called in on.</QXZ>
@@ -1337,6 +1339,7 @@ dialer_inventory_report	Dialer Inventory Report	<QXZ>This report gives statistic
 DIDstats	Inbound DID Report	<QXZ>This report breaks down activity for a DID or a list of DIDs over a given time interval.</QXZ><BR><BR><QXZ><U>CURRENT ROUTE</U> = Where the DID is currently directed when a call reaches it.</QXZ><BR><BR><QXZ><U>CALLS</U> = Number of calls the DIDs/servers/time frames (depending on which sub-report you are viewing) received during the specific date range.</QXZ><BR><BR><QXZ><U>LOST</U> = Number of calls that were supposed to be routed to an INGROUP/AGENT/CALLMENU but do not show log records in the appropriate log tables, suggesting the caller hung up.</QXZ><BR><BR><QXZ><U>TRANSFERS</U> = Number of calls sent to PHONE/VOICEMAIL/EXTEN during the specific date range.</QXZ><BR><BR><QXZ><U>ROUTED</U> = Number of calls sent to INGROUP/AGENT/CALLMENU with corresponding log records showing outcome.</QXZ>
 DIDsummary	Inbound DID Summary Report	<QXZ>This report breaks down activity for a DID or a list of DIDs over a given time interval.</QXZ><BR><BR><QXZ><U>CALLS</U> = Number of calls the DIDs/servers/time frames (depending on which sub-report you are viewing) received during the specific date range.</QXZ><BR><BR><QXZ><U>MINUTES</U> = Cumulative length of time of all calls made to the DID.<QXZ><BR><BR><QXZ><U>ROUTE</U> = Where the DID is currently directed when a call reaches it.</QXZ>
 agentDIDstats	Agent DID Report	<QXZ>This report breaks down agent call handling activity for a DID or a group of DIDs over a given time interval. The results will show the number of calls handled for each agent per day and per week, with column breakdowns for each DID using the DID name for the column header.</QXZ>
+DIDdetail	Inbound DID Detail Report	<QXZ>This report displays the details for every call received for a DID or a list of DIDs over a given time interval.</QXZ><BR><BR><QXZ><U>CALL DATE</U> = The date and time the call arrived on your system.</QXZ><BR><BR><QXZ><U>DID EXTEN</U> = The DID number your carrier sent this call to.</QXZ><BR><BR><QXZ><U>DID PATTERN</U> = The DID pattern that your system used to route the call.</QXZ><BR><BR><QXZ><U>SERVER</U> = The server that received the call on your system.</QXZ><BR><BR><QXZ><U>UNIQUEID</U> = The server unique ID of the call.</QXZ><BR><BR><QXZ><U>CALL ROUTE</U> = Where the call was routed. If there is a prefix of F_, PF_, PFR_ on this value, then the call matched one of the filters set on the DID and it was routed accordingly. A prefix of MQ_ indicates the DID Max Call Queue settings triggered. A prefix of NA_ indicated the No Available Agents settings triggered.</QXZ><BR><BR><U>DID ROUTE</U> = Where the DID is currently routed to when a call reaches it.</QXZ><BR><BR><QXZ><U>DID ID</U> = The internal system ID of the DID.</QXZ><BR><BR><QXZ><U>CID NUMBER</U> = The CallerID Number as received from your carrier.</QXZ><BR><BR><QXZ><U>CID NAME</U> = The CallerID Name as received from your carrier.</QXZ><BR><BR><QXZ><U>CHANNEL</U> = The server channel ID of the call.</QXZ>
 email_log_report	Email Log Report	<QXZ>This report gives a detailed log report of any emails handled by the dialer, including links to the full text of received emails.  It will display the date the email was received, the address and name of the sender, a bit of the beginning of the emails text (with a link to the full text), and the status that the agent dispositioned the email as.</QXZ>
 inbound_daily_report	Inbound Daily Report	<QXZ>This report will give a daily or hourly, weekly, monthly, and quarterly count on all calls received by the in-groups selected for the given date range.</QXZ><BR><QXZ><U>TOTAL CALLS OFFERED</U> = Total calls taken by the in-group.</QXZ><BR><QXZ><U>TOTAL CALLS ANSWERED</U> = Total calls answered by the in-group.</QXZ><BR><QXZ><U>TOTAL AGENTS ANSWERED</U> = Total number of distinct agents who fielded calls to this in-group.</QXZ><BR><QXZ><U>TOTAL CALLS ABANDONED</U> = Total calls ended in queue (dropped).</QXZ><BR><QXZ><U>TOTAL ABANDON PERCENT</U> = Percentage of calls abandoned (<U>TOTAL CALLS ABANDONED</U> / <U>TOTAL CALLS OFFERED</U>).</QXZ><BR><QXZ><U>AVG ABANDON TIME</U> = Average amount of time a caller waited in queue before abandoning the call.</QXZ><BR><QXZ><U>AVG ANSWER SPEED</U> = Average amount of time a caller waited in queue before an agent answered.</QXZ><BR><QXZ><U>AVG TALK TIME</U> = Average amount of time an agent remained on the line with the caller before the call was hung up - does not include caller queue time.</QXZ><BR><QXZ><U>TOTAL TALK TIME</U> = Total amount of time agents remained on the line with callers before calls ended - does not include caller queue time.</QXZ><BR><QXZ><U>TOTAL WRAP TIME</U> = Total amount of time agents used to -wrap- the call - assumed to be 15 second per answered call.</QXZ><BR><QXZ><U>TOTAL CALL TIME</U> = Total talk time plus total wrap time.</QXZ>
 IVRstats	Inbound IVR Report	<QXZ>This report shows a breakdown of IVR paths followed by callers on selected IVRs based on the date range.</QXZ><BR><QXZ><U>IVR CALLS</U> = Total calls taken by or made through the selected IVRs that follow the -CALL PATH-.</QXZ><BR><QXZ><U>QUEUE CALLS</U> = Total inbound calls taken by the selected IVRs that follow the -CALL PATH-.</QXZ><BR><QXZ><U>QUEUE DROP CALLS</U> = Total inbound calls taken by the selected IVRs that follow the -CALL PATH- that were dropped.</QXZ><BR><QXZ><U>QUEUE DROP PERCENT</U> = Percentage of dropped inbound calls taken by the selected IVRs (QUEUE DROP CALLS / QUEUE CALLS).</QXZ><BR><QXZ><U>IVR AVG TIME</U> = Average amount of time spent in-call, taken by dividing IVR CALLS by the total time spent in the selected IVRs.</QXZ><BR><QXZ><U>TOTAL AVG TIME</U> =  Total call time spent in the selected IVRs.</QXZ><BR><QXZ><U>CALL PATH</U> = The specific call path followed on the IVR - report will display each distinct path followed by all the selected IVRs for the selected date range.</QXZ>