Added SHARED_... campaign dial method auto-dial options, for more efficient agent multi-campaign dialing. Read the AGENT_MULTI-CAMPAIGN_DIALING.txt document for more information.

git-svn-id: svn://192.168.202.10@3339 3d104415-ff17-0410-8863-d5cf3c621b8a
2021-01-02 22:05:07 +00:00
parent 8a13cbf095
commit de71e25392
12 changed files with 600 additions and 73 deletions
@@ -1,4 +1,4 @@
-# version: 20201201194401
+# version: 20201219200201
 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. 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>
@@ -160,6 +160,7 @@ campaigns-adaptive_dl_diff_target	Dial Level Difference Target	<QXZ>This field i
 campaigns-dl_diff_target_method	Dial Level Difference Target Method	<QXZ>This option allows you to define whether the dial level difference target setting is applied only to the calculation of the dial level or also to the actual dialing on each dialing server. If you are running a small campaign with agents logged in on many servers you may want to use the ADAPT_CALC_ONLY option, because the CALLS_PLACED option may result in fewer calls being placed than desired. This option is only active if Dial Level Difference Target is set to something other than 0. Default is ADAPT_CALC_ONLY.</QXZ>
 campaigns-concurrent_transfers	Concurrent Transfers	<QXZ>This setting is used to define the number of calls that can be sent to agents at the same time. It is recommended that this setting is left at AUTO. This field is not used by the MANUAL dial method.</QXZ>
 campaigns-queue_priority	Queue Priority	<QXZ>This setting is used to define the order in which the calls from this outbound campaign should be answered in relation to the inbound calls if this campaign is in blended mode. We do not recommend setting inbound calls to a higher priority than the outbound campaign calls because people calling in expect to wait and people being called expect for someone to be there on the phone.</QXZ>
+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>
@@ -1042,6 +1043,7 @@ settings-agent_script	Agent Screen Script	<QXZ>This is the PHP script page of th
 settings-active_voicemail_server	Active Voicemail Server	<QXZ>In multi-server systems, this is the server that will handle all voicemail boxes. This server is also where the dial-in generated prompts will be uploaded from, the 8168 recordings. It is important that this server is both Active and an Active Asterisk server.</QXZ>
 settings-allow_voicemail_greeting	Allow Voicemail Greeting Chooser	<QXZ>If this setting is enabled it will allow you to choose an audio file from the audio store to be played as the voicemail greeting to a specific voicemail box. Default is 0 for disabled.</QXZ>
 settings-outbound_autodial_active	Outbound Auto-Dial Active	<QXZ>This option allows you to enable or disable outbound auto-dialing within the system, setting this field to 0 will remove the LISTS and FILTERS sections and many fields from the Campaign Modification screens. Manual entry dialing will still be allowable from within the agent screen, but no list dialing will be possible. Default is 1 for active.</QXZ>
+settings-allow_shared_dial	Shared Agent Campaign Dialing	<QXZ>This option will allow you to set SHARED campaign Dial Methods in order to share agents across multiple outbound campaigns. For more details on how to set this up properly, read the AGENT_MULTI-CAMPAIGN_DIALING.txt document. Default is 0 for disabled.</QXZ>
 settings-ofcom_uk_drop_calc	UK OFCOM Drop Calculation	<QXZ>This option allows you to enable the new UK OFCOM Drop calculation formula for individual campaigns. As of December 2015, OFCOM in the UK changed their method for calculating the drop,or abandon, percentage for an outbound dialing campaign. The new formula includes an estimate of the number of drops that were answering machines. They do this by using the agent-answered percentage of answering machines and subtracting that percentage from the number of drops. Then that new drop number is divided by the total agent-answered human-answered calls PLUS the number of drops. This differs in several ways from the way it had been done, as well as the way the drop percentage has been calculated in the USA and Canada. This new UK drop calculation method can be activated as a system setting AND a campaign option. Both must be enabled for the campaign to use the new method. In order for agent-statused answering machines to be calculated properly, we have added an answering machine status flag that is used to gather those statuses. Default is 0 for inactive.</QXZ>
 settings-disable_auto_dial	Disable Auto-Dial	<QXZ>This option is only editable by a system administrator. It will not remove any options from the management web interface, but it will prevent any auto-dialing of leads from happening on the system. Only Manual Dial outbound calls triggered directly by agents will function if this option is enabled. Default is 0 for inactive.</QXZ>
 settings-auto_dial_limit	Ratio Dial Limit	<QXZ>This is the maximum limit of the auto dial level in the campaign screen.</QXZ>
@@ -1065,7 +1067,7 @@ settings-callcard_enabled	Enable CallCard	<QXZ>This setting enables the CallCard
 settings-test_campaign_calls	Enable Campaign Test Calls	<QXZ>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.</QXZ>
 settings-did_system_filter	DID System Filter	<QXZ>This setting enables the special did_system_filter DID entry. The filter settings in this DID entry will be applied to all incoming calls to the system, prior to any other actions on the call. This feature is commonly used for system-wide inbound blacklists, or filtering of do-not-contact phone numbers. Default is 0 for disabled.</QXZ>
 settings-inbound_answer_config	Inbound Answer Configuration	<QXZ>If enabled, this allows you to override the default behavior with inbound calls automatically being answered when they are routed. After this is enabled, you will see options to define if an Answer signal is sent at the individual DID, In-Group or Call Menu level. Default is 0 for disabled.</QXZ>
-settings-enable_international_dncs	Enable Interational DNCs	<QXZ>If enabled, this allows you to create DNC lists for individual companies and provides the option to scrub against these lists when loading lead files.</QXZ>
+settings-enable_international_dncs	Enable Interational DNCs	<QXZ>If enabled, this allows you to create DNC lists for individual countries and provides the option to scrub against these lists when loading lead files.</QXZ>
 settings-user_new_lead_limit	New Leads Per List Limit	<QXZ>This setting enables the new lead limits per list to be set on the list modify page and the user list new lead limit page. This feature will only work properly if the campaign is set to either the MANUAL or INBOUND_MAN Dial Method and No Hopper dialing is enabled. Default is 0 for disabled.</QXZ>
 settings-daily_call_count_limit	Enable Daily Called Count Limits	<QXZ>Enabling this setting will allow you to define a daily called count limit on a per campaign basis. Default is 0 for disabled.</QXZ>
 settings-call_quota_lead_ranking	Call Quota Lead Ranking	<QXZ>This setting allows you to use the campaign setting for Call Quota Lead Ranking, which allows for a complex set of recycle dialing priorities for non-contact calls. Default is 0 for disabled.</QXZ>
@@ -1299,6 +1301,7 @@ rt_whiteboard_report-start_date	Start date/time	<QXZ>If filled out, the starting
 rt_whiteboard_report-show_results	Show results for the past X hours	<QXZ>If filled out and the start date-time is NOT filled out, the selected report will compile data starting at the time X hours ago up through the current time, which makes it a dynamic starting time as opposed to the set date-time used in the previous parameter.</QXZ>
 api_log_report	API Log report	<QXZ>This report shows all records in the API logging table that meet the report criteria.  Reports can be run by date range that the API was accessed, the user, agent user, the API function called, and the API result.  The report can also be run to include the actual URL of the API that was called and the IP address the request came from.</QXZ><BR><BR><QXZ>Additionally, if this extended version of the report is run, the variables used in the API call can be listed separately if the user creates a system container in the System Containers settings by the name of API_LOG_URL_COLUMNS <B>(name must be exact)</B>.  In this container, variable names are listed individually per line, and each listed variable is given it's own column in the detailed URL report.</QXZ>
 sip_event_report	SIP Event Report	<QXZ>This report is only useful if you have enabled SIP Event Logging on your system(see the SIP Event Logging description in the Campaigns section in this manual for more information). This report will allow you to sort the SIP-messages for calls by several criteria. This report was used during the development of the campaign SIP Actions feature to help determine what calls were False Answer Supervision, by sorting the Ring-Time UP and DOWN.</QXZ>
+quality_control_report	Quality Control Report	<QXZ>This report shows quality control call activity within user-selected parameters.  If displayed as HTML, it will output each individual call with a header row that shows things like the call date, agent, campaign, call status, QC scorecard and QC result.  Underneath that, each checkpoint in the scorecard applied to call will be displayed as individual rows with scores and comments per checkpoint.  The report can also be downloaded as a CSV where each call will be a row in the resulting file with the checkpoint data appended toe ach row.</QXZ><BR><BR><QXZ><U>CALL DATE</U> = The date range in which the call was originally made.</QXZ><BR><QXZ><U>FINISH DATE</U> = The date the QC agent who evaluated the call marked it as finished.  This will automatically filter out unfinished calls if this is used, regardless of what QC statuses (see below) are selected.</QXZ><BR><QXZ><U>CAMPAIGNS</U> = The campaign the original call was made under.</QXZ><BR><QXZ><U>QC STATUS</U> = The current status of the call in the quality control system - this is NOT the call status from dialing.</QXZ><BR><QXZ><U>USERS</U> = The agent(s) who placed the original calls.</QXZ><BR><QXZ><U>QC AGENTS</U> = The agents who evaluated the call in the quality control system.</QXZ><BR><QXZ><U>SHOW %s</U> = If this box is checked, the scores given by the QC agents will be displayed as percentages instead of points.</QXZ><BR><QXZ><U>SEARCH ARCHIVED DATA</U> = If this is checked, the archived quality control log tables will be searched if they exist.</QXZ>
 nanpa-running	Currently running NANPA scrubs	<QXZ>Displays a log of the currently running scrubs, including: Start Time, Leads Count, Filter Count, Status Line, Time to Complete, Field Updated, and Field excluded</QXZ>
 nanpa-settings	Inactive Lists	<QXZ>Contains all the inactive lists, that are eligible to be scrubbed.  A list can only be scrubbed if Active is set to N on the list.</QXZ><BR><B><QXZ>Field to Update</QXZ> -</B><QXZ>Indicates which lead field will contain the scrub result -Cellphone, Landline, or Invalid-.  If NONE is selected it will use the default field Country_Code.</QXZ><BR><B><QXZ>Exclusion Field</QXZ> -</B><QXZ>In conjunction with Exclusion Value allows administrators to indicate leads that are not to be scanned. This field indicates which list field contains the scrub result.</QXZ><BR><B><QXZ>Exclusion Value</QXZ> -</B><QXZ>In conjunction with Exclusion Field allows administrators to indicate leads that are not to be scanned. This field indicates which scrub result -either Cellphone, Landline, or Invalid- should be ignored.</QXZ><BR><B><QXZ>List Conversions</QXZ> -</B><QXZ>Administrators can indicate a list ID in any of the fields -Cellphone, Landline, or Invalid- and the scrub will move all the corresponding stamped leads to that list.</QXZ><BR><B><QXZ>Time until Activation</QXZ> -</B><QXZ>allows The administrator to set how long, in the future, the scrub will occur.</QXZ>
 nanpa-log	View Past Scrubs	<QXZ>-link at the bottom- Click to see a log of all previous scrubs, including: Start Time, Leads Count, Filter Count, Status Line, Time to Complete, Field updated, Field Excluded, and total leads in each category.</QXZ>