# version: 20251002142401
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, unless the User Password Minimum Length system setting is enabled, which will require a longer password. 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>
users-last_login_date	Last Login Info	<QXZ>This shows the last login attempt date and time, and if there has been a recent failed login attempt. If this modify user form is submitted, then the failed login attempt counter will be reset and the agent can immediately attempt to log in again. If an agent has 10 failed login attempts in a row then they cannot attempt to log in again for at least 15 minutes unless their account is manually reset.</QXZ>
users-full_name	Full Name	<QXZ>This field is where you put the users full name. Must be at least 2 characters in length.</QXZ>
users-user_level	User Level	<QXZ>This menu is where you select the users user level. Must be a level of 1 to log into the agent screen, Must be level greater than 2 to log in as a closer, level 7 is for Reports only. Must be user level 8 or greater to get into admin web section. User Level 9 is able to edit all user levels in the admin web section. User Level 8 can only edit level 7 users and lower.</QXZ>
users-user_group	User Group	<QXZ>This menu is where you select the users group that this user will belong to. There are several agent screen features that can be controlled through user group settings. If this field is left blank then the user cannot log in to the agent screen.</QXZ>
users-phone_login	Phone Login	<QXZ>Here is where you can set a default phone login value for when the user logs into the agent screen. This value will populate the phone_login automatically when the user logs in with their user-pass-campaign in the agent login screen.</QXZ>
users-phone_pass	Phone Pass	<QXZ>Here is where you can set a default phone pass value for when the user logs into the agent screen. This value will populate the phone_pass automatically when the user logs in with their user-pass-campaign in the agent login screen.</QXZ>
users-active	Active	<QXZ>This field defines whether the user is active in the system and can log in as an agent or manager. Default is Y.</QXZ>
users-voicemail_id	Voicemail ID	<QXZ>This is the voicemail box that calls will be directed to in an AGENTDIRECT in-group at the drop time if the in-group has the drop method set to VOICEMAIL and the Voicemail field set to AGENTVMAIL.</QXZ>
users-optional	User Code and Territory	<QXZ>These are optional fields.</QXZ>
users-user_location	User Location	<QXZ>This menu allows you to choose the location for this user. This location can be used by some reports in the system. The options for this menu are defined in the USER_LOCATIONS_SYSTEM Settings Container in the Admin - Settings Containers web admin page. The format for this container is -location|description- without the dashes. Locations and their Descriptions must each be less than 100 characters in length. default is -blank-.</QXZ>
users-user_group_two	VERM Secondary User Group	<QXZ>Optional secondary User Group designation only used by the VERM reporting module. Setting this to a User Group will not affect admin or agent operations or permissions in any way, it is only for specific reporting functions within specific reports. Default is -blank- for undefined.</QXZ>
users-email	Email	<QXZ>This field can be used by some scripts and functions, like dispo_send_email.php and two-factor-authentication, referenced by the --A--agent_email--B-- variable.</QXZ>
users-mobile_number	Mobile Number	<QXZ>This field can be used by two-factor-authentication, if your system is configured for it.</QXZ>
users-user_nickname	User Nickname	<QXZ>Optional alternative name used for agent when chatting with customers in the customer website chat feature. Only used if populated.</QXZ>
users-user_new_lead_limit	User New Lead Limit	<QXZ>This Overall Limit setting will limit the number of new leads this user can dial across all lists per day. 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 -1 for disabled.</QXZ>
users-hotkeys_active	Hot Keys Active	<QXZ>This option if set to 1 allows the user to use the Hot Keys quick-dispositioning function in the agent screen.</QXZ>
users-agent_choose_ingroups	Agent Choose Ingroups	<QXZ>This option if set to 1 allows the user to choose the ingroups that they will receive calls from when they login to a CLOSER or INBOUND campaign. Otherwise the Manager will need to set this in their user detail screen of the admin page.</QXZ>
users-agent_choose_blended	Agent Choose Blended	<QXZ>This option if set to 1 allows the user to choose if the agent has their campaign set to blended or not, and if not then the default blended setting will be used. Default is 1 for enabled.</QXZ>
users-agent_choose_territories	Agent Choose Territories	<QXZ>This option if set to 1 allows the user to choose the territories that they will receive calls from when they login to a MANUAL or INBOUND_MAN campaign. Otherwise the user will be set to use all of the territories that they are set to belong to in the User Territories administrative section.</QXZ>
users-scheduled_callbacks	Scheduled Callbacks	<QXZ>This option allows an agent to disposition a call as CALLBK and choose the date and time at which the lead will be re-activated.</QXZ>
users-agentonly_callbacks	Agent-Only Callbacks	<QXZ>This option allows an agent to set a callback so that they are the only Agent that can call the customer back. This also allows the agent to see their callback listings and call them back any time they want to.</QXZ>
users-next_dial_my_callbacks	Next-Dial My Callbacks Override	<QXZ>This option, if not set to NOT_ACTIVE, will override the campaign option set for Next-Dial My Callbacks. Default is NOT_ACTIVE.</QXZ>
users-agentcall_manual	Agent Call Manual	<QXZ>This option allows an agent to manually enter a new lead into the system and call them. This also allows the calling of any phone number from their agent screen and puts that call into their session. Use this option with caution. Setting this option to 2 will allow manual dialing but disable the FAST DIAL function on the agent screen.</QXZ>
users-manual_dial_filter	Manual Dial Filter Override	<QXZ>If this option is set to anything but DISABLED, it will override the Campaign setting Manual Dial Filter. Default is DISABLED.</QXZ>
users-manual_dial_lead_id	Manual Dial by Lead ID Override	<QXZ>This allows the agent in manual dial mode to place a call by lead_id instead of a phone number. If this option is set to ONLY, it will only allow manual dials in the agent screen by lead_id and not by phone number. If this is set to anything but DISABLED, this will override the corresponding campaign setting. Default is N for disabled.</QXZ>
users-agentcall_email	Agent Call Email	<QXZ>This option is disabled.</QXZ>
users-agentcall_chat	Agent Call Chat	<QXZ>This option is disabled.</QXZ>
users-agent_recording	Agent Recording	<QXZ>This option can prevent an agent from doing any recordings after they log in to the agent screen. This option must be on for the agent screen to follow the campaign recording settings.</QXZ>
users-agent_transfers	Agent Transfers	<QXZ>This option can prevent an agent from opening the transfer - conference session in the agent screen. If this is disabled, the agent cannot third party call or blind transfer any calls.</QXZ>
users-closer_default_blended	Closer Default Blended	<QXZ>This option simply defaults the Blended checkbox on a CLOSER login screen.</QXZ>
users-user_choose_language	User Choose Language	<QXZ>This option allows a user to select the language they want for the agent or administrative interface to display in. Default is 0 for disabled.</QXZ>
users-selected_language	Selected Language	<QXZ>This is the language that the agent and administrative interface will default to when the agent logs in. Default is -default English-.</QXZ>
users-agent_recording_override	Agent Recording Override	<QXZ>This option will override whatever the option is in the campaign for recording. 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. For ALLCALLS and ALLFORCE there is an option to use the Recording Delay to cut down on very short recordings and reduce system load.</QXZ>
users-mute_recordings	Mute Recordings Override	<QXZ>This setting will override the campaign setting for -Mute Recording Button- for this user only. Default is DISABLED, which will follow the campaign settings.</QXZ>
users-agent_shift_enforcement_override	Agent Shift Enforcement Override	<QXZ>This setting will override whatever the users user group has set for Shift Enforcement. DISABLED will use the user group setting. OFF will not enforce shifts at all. START will only enforce the login time but will not affect an agent that is running over their shift time if they are already logged in. ALL will enforce shift start time and will log an agent out after they run over the end of their shift time. Default is DISABLED.</QXZ>
users-agent_call_log_view_override	Agent Call Log View Override	<QXZ>This setting will override whatever the users user group has set for Agent Call Log View. DISABLED will use the user group setting. N will not allow showing the users call log. Y will allow showing the user call log. Default is DISABLED.</QXZ>
users-hide_call_log_info	Campaign Hide Call Log Override	<QXZ>Setting this option to anything other than DISABLED will override the campaign setting to hide any call log or call count information when lead information is displayed on the agent screen. Using one of the SHOW options will show the last X number of calls to a lead in the call log section of the lead info view. Default is DISABLED.</QXZ>
users-agent_lead_search_override	Agent Lead Search Override	<QXZ>This setting will override whatever the campaign has set for Agent Lead Search. NOT_ACTIVE will use the campaign setting. ENABLED will allow lead searching and DISABLED will not allow lead searching. Default is NOT_ACTIVE. LIVE_CALL_INBOUND will allow search for a lead while on an inbound call only. LIVE_CALL_INBOUND_AND_MANUAL will allow search for a lead while on an inbound call or while paused. When Lead Search is used on a live inbound call, the lead of the call when it went to the agent will be changed to a status of LSMERG, and the logs for the call will be modified to link to the agent selected lead instead.</QXZ>
users-lead_filter_id	Lead Filter	<QXZ>This option allows you to set a Lead Filter for an individual user. To use this option, the user must be logged in to a campaign that has No Hopper Dialing enabled. Default is EMPTY for disabled.</QXZ>
users-user_hide_realtime	User Hide in RealTime	<QXZ>This setting allows you to hide this user from the Real-Time Report display. Default is 0 for disabled.</QXZ>
users-alert_enabled	Alert Enabled	<QXZ>This field shows whether the agent has web browser alerts enabled for when calls come into their agent screen session. Default is 0 for NO.</QXZ>
users-allow_alerts	Allow Alerts	<QXZ>This field gives you the ability to allow agent browser alerts to be enabled by the agent for when calls come into their agent screen session. Default is 0 for NO.</QXZ>
users-preset_contact_search	Preset Contact Search	<QXZ>If the user is logged into a campaign that has Transfer Presets set to CONTACTS, then this setting can disable contact searching for this user only. Default is NOT_ACTIVE which will use whatever the campaign setting is.</QXZ>
users-max_inbound_calls	Max Inbound Calls	<QXZ>If this setting is set to a number greater than 0, then it will be the maximum number of inbound calls that an agent can handle across all inbound groups in one day. If the agent reaches their maximum number of inbound calls, then they will not be able to select inbound groups to take calls from until the next day. This setting will override the Campaign setting of the same name. Default is 0 for disabled.</QXZ>
users-max_inbound_filter_enabled	Max Inbound Calls Filtering Enabled	<QXZ>If this option is enabled, then the Max Inbound Calls Filtering Options below will be used to determine if an inbound call will be counted as a part of a users inbound call count for the day.</QXZ>
users-max_inbound_filter_statuses	Filter Statuses	<QXZ>If Max Inbound Calls Filtering is enabled, the calls dispositioned with the statuses selected in this multi-select box will be excluded from the inbound call count for this user for the day, as well as the -filtered- Next Agent Call routing options.</QXZ>
users-max_inbound_filter_ingroups	Filter In-Groups	<QXZ>If Max Inbound Calls Filtering is enabled, the calls coming from the inbound groups selected in this multi-select box will be excluded from the inbound call count for this user for the day, as well as the -filtered- Next Agent Call routing options.</QXZ>
users-max_inbound_filter_min_sec	Filter Minimum Seconds	<QXZ>If Max Inbound Calls Filtering is enabled, the calls that have a customer talk time less than the number of seconds entered in this field will be excluded from the inbound call count for this user for the day, as well as the -filtered- Next Agent Call routing options.</QXZ>
users-inbound_credits	Inbound Calls Credits	<QXZ>If set to 0 or greater, this feature will limit the number of inbound calls an agent can take to this number, and this number will be reduced by 1 with every inbound call that the agent receives. This feature is not reset per-day like the similar Max Inbound Calls feature, Inbound Calls Credits can only be reset by a manager. As long as this number is greater than 0, the agent will be able to receive inbound phone calls. If this feature is active and the user gets to 0 Inbound Calls Credits, their ability to take inbound calls will be disabled until this setting is set to a value other than 0 for them and then the agent has to log out and back in again. The campaign Max Inbound Calls Outcome setting will be in effect if it is enabled, if this feature is triggered. Default is -1 for disabled.</QXZ>
users-max_hopper_calls	Max Manual Dial Hopper Calls	<QXZ>If this setting is set to a number greater than 0, then it will be the maximum number of outbound manual dial hopper calls that an agent can place across all campaigns in one day. A hopper call is a call that is placed by the agent clicking on the DIAL NEXT NUMBER button on their agent screen. If the agent reaches their maximum number of hopper calls and they click to place another DIAL NEXT NUMBER call, then their agent screen will say there are no more leads for them to dial. Default is 0 for disabled.</QXZ>
users-max_hopper_calls_hour	Max Manual Dial Hopper Calls Per Hour	<QXZ>If this setting is set to a number greater than 0, then it will be the maximum number of outbound manual dial hopper calls that an agent can place across all campaigns in one hour. A hopper call is a call that is placed by the agent clicking on the DIAL NEXT NUMBER button on their agent screen. If the agent reaches their maximum number of hopper calls for the current hour and they click to place another DIAL NEXT NUMBER call, then their agent screen will say there are no more leads for them to dial. The per hour hopper totals are reset at the top of every hour. Default is 0 for disabled.</QXZ>
users-wrapup_seconds_override	Wrap Seconds Override	<QXZ>If this setting is set to a number 0 or greater, then it will override the Campaign setting for Wrapup Seconds. This is a setting that is only refreshed in the agent interface at agent login time. Default is -1 for disabled.</QXZ>
users-ready_max_logout	Agent Ready Max Logout Override	<QXZ>If this setting is set to a number 0 or greater, then it will override the Campaign setting for Agent Ready Max Logout Seconds. This is a setting that is only refreshed in the agent interface at agent login time. Default is -1 for disabled.</QXZ>
users-status_group_id	Additional Status Group	<QXZ>This optional setting will allow you to define a Status Group of call disposition statuses that will be available to this agent to status calls with. This will be in addition to the statuses that the agent will already have as a part of the system statuses, campaign statuses as well as list and in-group status groups. The default is blank for disabled.</QXZ>
users-campaign_ranks	Campaign Ranks	<QXZ>In this section you can define the rank an agent will have for each campaign. These ranks can be used to allow for preferred call routing when Next Agent Call is set to campaign_rank. Also in this section are the WEB VARs for each campaign. These allow each agent to have a different variable string that can be added to the WEB FORM or SCRIPT tab URLs by simply putting --A--web_vars--B-- as you would put any other field. Another field in this section is GRADE, which allows for the campaign_grade_random Next Agent Call setting to be used. This grade setting will increase or decrease the probability that the agent will receive the call.</QXZ>
users-closer_campaigns	Inbound Groups	<QXZ>Here is where you select the inbound groups you want to receive calls from if you have selected the CLOSER campaign. You will also be able to set the rank, or skill level, in this section for each of the inbound groups as well as being able to see the number of calls received from each inbound group for this specific agent. Also in this section is the ability to give the agent a rank for each inbound group. These ranks can be used for preferred call routing when that option is selected in the in-group screen. Also in this section are the WEB VARs for each campaign. These allow each agent to have a different variable string that can be added to the WEB FORM or SCRIPT tab URLs by simply putting --A--web_vars--B-- as you would put any other field. The LIMIT field allows you to set daily call limits for each Inbound Group for each agent, default for LIMIT is -1 which is no limit.</QXZ>
users-alter_custdata_override	Agent Alter Customer Data Override	<QXZ>This option will override whatever the option is in the campaign for altering of customer data. NOT_ACTIVE will use whatever setting is present for the campaign. ALLOW_ALTER will always allow for the agent to alter the customer data, no matter what the campaign setting is. Default is NOT_ACTIVE.</QXZ>
users-alter_custphone_override	Agent Alter Customer Phone Override	<QXZ>This option will override whatever the option is in the campaign for altering of customer phone number. NOT_ACTIVE will use whatever setting is present for the campaign. ALLOW_ALTER will always allow for the agent to alter the customer phone number, no matter what the campaign setting is. Default is NOT_ACTIVE.</QXZ>
users-custom_one	Custom User Fields	<QXZ>These five fields can be used for various purposes, and they can be populated in the web form addresses and scripts as user_custom_one and so on. The Custom 5 field can be used as a field to define a dialplan number to send a call to from an AGENTDIRECT in-group if the user is unavailable, you just need to put AGENTEXT in the MESSAGE or EXTENSION field in the AGENTDIRECT in-group and the system will look up the custom five field and send the call to that dialplan number.</QXZ>
users-alter_agent_interface_options	Alter Agent Interface Options	<QXZ>This option if set to 1 allows the administrative user to modify the Agents interface options in admin.php.</QXZ>
users-delete_users	Delete Users	<QXZ>This option if set to 1 allows the user to delete other users of equal or lesser user level from the system.</QXZ>
users-delete_user_groups	Delete User Groups	<QXZ>This option if set to 1 allows the user to delete user groups from the system.</QXZ>
users-delete_lists	Delete Lists	<QXZ>This option if set to 1 allows the user to delete lists from the system.</QXZ>
users-delete_campaigns	Delete Campaigns	<QXZ>This option if set to 1 allows the user to delete campaigns from the system.</QXZ>
users-delete_ingroups	Delete In-Groups	<QXZ>This option if set to 1 allows the user to delete Inbound Groups from the system.</QXZ>
users-modify_custom_dialplans	Modify Custom Dialplans	<QXZ>This option if set to 1 allows the user to view and modify custom dialplan entries that are available in the Call Menu, System Settings and Servers modification screens.</QXZ>
users-delete_remote_agents	Delete Remote Agents	<QXZ>This option if set to 1 allows the user to delete remote agents from the system.</QXZ>
users-load_leads	Load Leads	<QXZ>This option if set to 1 allows the user to load lead lists into the list table by way of the web based lead loader.</QXZ>
users-custom_fields_modify	Custom Fields Modify	<QXZ>This option if set to 1 allows the user to modify custom list fields.</QXZ>
users-campaign_detail	Campaign Detail	<QXZ>This option if set to 1 allows the user to view and modify the campaign detail screen elements.</QXZ>
users-modify_dial_prefix	Modify Campaign Dial Prefix	<QXZ>This option if set to 1 will allow the user to modify the campaign Dial Prefix, Manual Dial Prefix and 3-Way Call Dial Prefix fields, as well as the List Modify page Dial Prefix Override field. Default is 0 for disabled.</QXZ>
users-ast_admin_access	AGC Admin Access	<QXZ>This option if set to 1 allows the user to login to the astGUIclient admin pages. This setting is special in that it allows for admin access to multiple admin sections by itself -  vicidial conferences, conferences, group aliases, phones, phone aliases, conf templates, carriers, text-to-speech, music-on-hold, voicemail boxes, screen labels, screen colors, contacts, settings containers, status groups and CID groups.</QXZ>
users-modify_phones	Modify Phones	<QXZ>This setting will allow access for the user to modify the following sections - phones, phone aliases and group aliases.</QXZ>
users-modify_servers	Modify Servers	<QXZ>This setting will allow access for the user to modify the following sections - servers, settings containers, system settings, system statuses, status categories and QC status codes.</QXZ>
users-modify_statuses	Modify Statuses	<QXZ>This setting will allow access for the user to modify the following sections - system statuses, status groups, status categories, CID groups and VM message groups.</QXZ>
users-ast_delete_phones	AGC Delete Phones	<QXZ>This option if set to 1 allows the user to delete phone entries in the astGUIclient admin pages.</QXZ>
users-delete_scripts	Delete Scripts	<QXZ>This option if set to 1 allows the user to delete Campaign scripts in the script modification screen.</QXZ>
users-modify_leads	Modify Leads	<QXZ>This option if set to 1 or 3 allows the user to modify leads in the admin section lead search results page. If this option is set to 2 or 4, the admin user can modify all lead fields except for the phone number and alt number fields. This option if set to 3 or 4 allows the user to modify the log statuses of the logs shown in the modify lead admin screen. This option set to 5 is Read-Only mode and will not allow lead modifications or the adding of new leads by the user.</QXZ>
users-export_gdpr_leads	GDPR-Compliant Export Delete Leads	<QXZ>This setting if enabled will allow for the complete download and/or deletion of all customer data for a particular lead, in compliance with the General Data Protection Regulation (GDPR). Default is 0 for disabled.  A setting of 1 will enable downloading data, and a setting of 2 will enable not just downloading, but also deletion of data, including any recordings.</QXZ><BR><B><QXZ>You are not allowed to set this user setting higher than the current system setting. </QXZ></B>
users-modify_email_accounts	Modify Email Accounts	<QXZ>This option if set to 1 allows the user to modify email accounts in the email account management page.</QXZ>
users-change_agent_campaign	Change Agent Campaign	<QXZ>This option if set to 1 allows the user to alter the campaign that an agent is logged into while they are logged into it.</QXZ>
users-delete_filters	Delete Filters	<QXZ>This option allows the user to be able to delete lead filters from the system.</QXZ>
users-delete_call_times	Delete Call Times	<QXZ>This option allows the user to be able to delete call times records and state call times records from the system.</QXZ>
users-modify_call_times	Modify Call Times	<QXZ>This option allows the user to view and modify the call times and state call times records. A user does not need this option enabled if they only need to change the call times option on the campaigns screen.</QXZ>
users-modify_sections	Modify Sections	<QXZ>These options allow the user to view and modify each sections records. If set to 0, the user will be able to see the section list, but not the detail or modification screen of a record in that section.</QXZ>
users-view_reports	View Reports	<QXZ>This option allows the user to view the system web reports.</QXZ>
users-access_recordings	Access Recordings	<QXZ>This option allows the user to have access to call recordings.</QXZ>
users-qc_enabled	QC Enabled	<QXZ>This option allows the user to log in to the Quality Control agent screen.</QXZ>
users-qc_user_level	QC User Level	<QXZ>This setting defines what the agent Quality Control user level is. This will dictate the level of functionality for the agent in the QC section:</QXZ><BR><QXZ>1 - Modify Nothing</QXZ><BR><QXZ>2 - Modify Nothing Except Status</QXZ><BR><QXZ>3 - Modify All Fields</QXZ><BR><QXZ>4 - Verify First Round of QC</QXZ><BR><QXZ>5 - View QC Statistics</QXZ><BR><QXZ>6 - Ability to Modify FINISHed records</QXZ><BR><QXZ>7 - Manager Level</QXZ>
users-qc_pass	QC Record Pass	<QXZ>This option allows the agent to specify that a record has passed the first round of QC after reviewing the record.</QXZ>
users-qc_finish	QC Record Finish	<QXZ>This option allows the agent to specify that a record has finished the second round of QC after reviewing the passed record.</QXZ>
users-qc_commit	QC Record Commit	<QXZ>This option allows the agent to specify that a record has been committed in QC. It can no longer be modified by anyone.</QXZ>
users-hci_enabled	HCI Enabled	<QXZ>This option allows the user to have access to the HCI screen, which is accessible from the Welcome page, if Hopper Hold Inserts are allowed on your system. The -2- option will allow this user to also use the AUTONEXT HCI Screen option, if it is enabled on the campaign and system. Default is disabled.</QXZ>
users-add_timeclock_log	Add Timeclock Log Record	<QXZ>This option allows the user to add records to the timeclock log.</QXZ>
users-modify_timeclock_log	Modify Timeclock Log Record	<QXZ>This option allows the user to modify records in the timeclock log.</QXZ>
users-delete_timeclock_log	Delete Timeclock Log Record	<QXZ>This option allows the user to delete records in the timeclock log.</QXZ>
users-manager_shift_enforcement_override	Manager Shift Enforcement Override	<QXZ>This setting if set to 1 will allow a manager to enter their user and password on an agent screen to override the shift restrictions on an agent session if the agent is trying to log in outside of their shift. Default is 0.</QXZ>
users-vdc_agent_api_access	Agent API Access	<QXZ>This option allows the account to be used with the agent and non-agent API commands.</QXZ>
users-api_list_restrict	API List Restrict	<QXZ>If enabled, the API commands that involve leads and lists will be restricted to the lists within the allowed campaigns for the user group of this user. Default is 0 for disabled.</QXZ>
users-api_only_user	API Only User	<QXZ>This option if enabled will prevent a user from being able to log in to the admin web screen and the agent screen. Default is 0 for disabled.</QXZ>
users-api_allowed_functions	API Allowed Functions	<QXZ>This option will allow you to restrict the API functions that are allowed to be used by this user. Default is ALL_FUNCTIONS.</QXZ>
users-admin_cf_show_hidden	Admin Custom Fields Show Hidden	<QXZ>On the ViciHost.com platform this option allows an administrator to view or export custom fields that are partially or fully hidden using the Show Hide field options. Default is 0 for disabled.</QXZ>
users-download_lists	Download Lists	<QXZ>This setting if set to 1 will allow a manager to click on the download list link at the bottom of a list modification screen to export the entire contents of a list to a flat data file. Default is 0.</QXZ>
users-export_reports	Export Reports	<QXZ>This setting if set to 1 will allow a manager to access the export call and lead reports on the REPORTS screen. Default is 0. For the Export Calls and Leads Reports, the following field order is used for exports: <BR>call_date, phone_number_dialed, status, user, full_name, campaign_id/in-group, vendor_lead_code, source_id, list_id, gmt_offset_now, phone_code, phone_number, title, first_name, middle_initial, last_name, address1, address2, address3, city, state, province, postal_code, country_code, gender, date_of_birth, alt_phone, email, security_phrase, comments, length_in_sec, user_group, alt_dial/queue_seconds, rank, owner</QXZ>
users-delete_from_dnc	Delete From DNC Lists	<QXZ>This setting if set to 1 will allow a manager to remove phone numbers from the DNC lists in the system.</QXZ>
users-realtime_block_user_info	Realtime Block User Info	<QXZ>This setting if set to 1 will block user and station information from being displayed in the Real-time report. Default is 0 for disabled.</QXZ>
users-modify_same_user_level	Modify Same User Level	<QXZ>This setting only applies to level 9 users. If enabled it allows the level 9 user to modify their own settings as well as other level 9 users. Default is 1 for enabled.</QXZ>
users-download_invalid_files	Download Invalid Files	<QXZ>This setting only applies to level 9 users. If enabled it allows the level 9 user to download BAD FORMAT audio files from the Audio Store. Default is 0 for disabled.</QXZ>
users-admin_hide_lead_data	Admin Hide Lead Data	<QXZ>This setting only applies to level 7, 8 and 9 users. If enabled it replaces the customer lead data in the many reports and screens in the system with Xs. Default is 0 for disabled.</QXZ>
users-admin_hide_phone_data	Admin Hide Phone Data	<QXZ>This setting only applies to level 7, 8 and 9 users. If enabled it replaces the customer phone numbers in the many reports and screens in the system with Xs. The DIGITS settings will show only the last X digits of the phone number. Default is 0 for disabled.</QXZ>
users-ignore_group_on_search	Search Lead Ignore Group Restrictions	<QXZ>Changing this setting to 1 will allow this user to search for leads throughout the entire system instead of just within the allowed campaigns that are set within their User Group. This will also allow modifying of those leads in the administrative lead modification page. Default is 0 for disabled. To be able to modify this setting, you must belong to a user group that has ALL CAMPAIGNS selected in the Allowed Campaigns section.</QXZ>
users-user_admin_redirect_url	User Admin Redirect URL	<QXZ>This option will allow you to define a web address that this user is to be sent to when they log in to the admin web screen. This is usually used for level 7 report only users to send them to one specific report when they log in without seeing the admin web screen at all. Default is blank.</QXZ>
callerID_log_report-log_second_diff	Log Second Diff	<QXZ>The maximum number of seconds difference allowed between the call_date value in the vicidial_log table and the call_date value in the vicidial_dial_log table for records from both tables with matching lead_ids to be considered the same call.</QXZ>
campaigns-campaign_id	Campaign ID	<QXZ>This is the short name of the campaign, it is not editable after initial submission, cannot contain spaces and must be between 2 and 8 characters in length.</QXZ>
campaigns-campaign_name	Campaign Name	<QXZ>This is the description of the campaign, it must be between 6 and 40 characters in length.</QXZ>
campaigns-campaign_description	Campaign Description	<QXZ>This is a memo field for the campaign, it is optional and can be a maximum of 255 characters in length.</QXZ>
campaigns-user_group	Admin User Group	<QXZ>This is the administrative user group for this campaign, this allows admin viewing of this campaign as well as the lists assigned to this campaign to be restricted by user group. Default is --ALL-- which allows any admin user with user group campaign permissions to view this campaign.</QXZ>
campaigns-campaign_changedate	Campaign Change Date	<QXZ>This is the last time that the settings for this campaign were modified in any way.</QXZ>
campaigns-campaign_logindate	Last Campaign Login Date	<QXZ>This is the last time that an agent was logged into this campaign.</QXZ>
campaigns-campaign_calldate	Last Campaign Call Date	<QXZ>This is the last time that a call was handled by an agent logged into this campaign.</QXZ>
campaigns-max_stats	Daily Maximum Stats	<QXZ>These are statistics that are generated by the system each day throughout the day until the timeclock end-of-day as it is set in the System Settings. These numbers are generated from the logs within the system to allow for much faster display. The stats are included are - Total Calls, Maximum Agents, Maximum inbound calls, Maximum outbound calls.</QXZ>
campaigns-campaign_stats_refresh	Campaign Stats Refresh	<QXZ>This option will allow you to force a campaign calling stats refresh, even if the campaign is not active.</QXZ>
campaigns-realtime_agent_time_stats	Real-Time Agent Time Stats	<QXZ>Setting this to anything but DISABLED will enable the gathering of agent time stats for today for this campaign, that are viewable through the Real-Time report. CALLS are the average calls handled per agent, WAIT is the average agent wait time, CUST is the average customer talk time, ACW is the average After Call Work time, PAUSE is the average pause time. Default is DISABLED.</QXZ>
campaigns-active	Active	<QXZ>This is where you set the campaign to Active or Inactive. If Inactive, noone can log into it.</QXZ>
campaigns-park_ext	Park Music-on-Hold	<QXZ>This is where you can define the on-hold music context for this campaign. Make sure you select a valid music on hold context from the select list and that the context that you have selected has valid files in it. Default is default.</QXZ>
campaigns-park_file_name	Park File Name	<QXZ>NOT USED.</QXZ>
campaigns-web_form_address	Web Form	<QXZ>This is where you can set the custom web page that will be opened when the user clicks on the WEB FORM button. To customize the query string after the web form, simply begin the web form with VAR and then the URL that you want to use, replacing the variables with the variable names that you want to use --A--phone_number--B-- just like in the SCRIPTS tab section. If you want to use custom fields in a web form address, you need to add &CF_uses_custom_fields=Y as part of your URL.</QXZ>
campaigns-web_form_target	Web Form Target	<QXZ>This is where you can set the custom web page frame that the web form will be opened in when the user clicks on the WEB FORM button. Default is _blank.</QXZ>
campaigns-allow_closers	Allow Closers	<QXZ>This is where you can set whether the users of this campaign will have the option to send the call to a closer.</QXZ>
campaigns-allow_emails	Allow Emails	<QXZ>This is where you can set whether this system will be able to receive inbound emails in addition to phone calls.</QXZ>
campaigns-allow_chats	Allow Chats	<QXZ>This is where you can set whether the users of this campaign will be able to conduct chats in addition to receive phone calls.</QXZ>
campaigns-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>
campaigns-agent_xfer_validation	Agent Transfer In-Group Validation	<QXZ>This option involves the agents that show up in the agent selection screen when an agent is transferring a call to another agent using an AGENTDIRECT in-group. Enabling this option will ensure that the agents listed as available to transfer to have selected the AGENTDIRECT in-group that was chosen by the agent originating the transfer. For example, if the originating agent has selected the AGENTDIRECT_2 in-group, then when that agent clicks on the AGENTS link to select another agent to transfer the call to, only agents that have selected to take calls from the AGENTDIRECT_2 in-group will be shown.</QXZ>
campaigns-ig_xfer_list_sort	Transfer In-Group Sort Order	<QXZ>This setting allows you to select the order in which the Transfer Inbound Groups are displayed within the Local Closer pull-down menu on the agent screen. GROUP_ID will sort by the Inbound Group ID, GROUP_NAME will sort by the Inbound Group Name, and PRIORITY will sort by the Queue Priority. Selecting an option with UP in it will sort with the lowest alphanumeric value at the top, while selecting an option with DOWN in it will sort with the lowest alphanumeric value at the bottom of the select list. Default is GROUP_ID_UP.</QXZ>
campaigns-xfer_groups	Allowed Transfer Groups	<QXZ>With these checkbox listings you can select the groups that agents in this campaign can transfer calls to. Allow Closers must be enabled for this option to show up.</QXZ>
campaigns-campaign_allow_inbound	Allow Inbound and Blended	<QXZ>This is where you can set whether the users of this campaign will have the option to take inbound calls with this campaign. If you want to do blended inbound and outbound then this must be set to Y. If you only want to do outbound dialing on this campaign set this to N. Default is N.</QXZ>
campaigns-dial_status	Dial Status	<QXZ>This is where you set the statuses that you are wanting to dial on within the lists that are active for the campaign below. To add another status to dial, select it from the drop-down list and click ADD. To remove one of the dial statuses, click on the REMOVE link next to the status you want to remove.</QXZ>
campaigns-lead_order	List Order	<QXZ>This menu is where you select how the leads that match the statuses selected above will be put in the lead hopper</QXZ>:<BR> &nbsp; - <QXZ>DOWN: select the first leads loaded into the list table</QXZ><BR> &nbsp; - <QXZ>UP: select the last leads loaded into the list table</QXZ><BR> &nbsp; - <QXZ>UP PHONE: select the highest phone number and works its way down</QXZ><BR> &nbsp; - <QXZ>DOWN PHONE: select the lowest phone number and works its way up</QXZ><BR> &nbsp; - <QXZ>UP LAST NAME: starts with last names starting with Z and works its way down</QXZ><BR> &nbsp; - <QXZ>DOWN LAST NAME: starts with last names starting with A and works its way up</QXZ><BR> &nbsp; - <QXZ>UP COUNT: starts with most called leads and works its way down</QXZ><BR> &nbsp; - <QXZ>DOWN COUNT: starts with least called leads and works its way up</QXZ><BR> &nbsp; - <QXZ>DOWN COUNT 2nd NEW: starts with least called leads and works its way up inserting a NEW lead in every other lead - Must NOT have NEW selected in the dial statuses</QXZ><BR> &nbsp; - <QXZ>DOWN COUNT 3nd NEW: starts with least called leads and works its way up inserting a NEW lead in every third lead - Must NOT have NEW selected in the dial statuses</QXZ><BR> &nbsp; - <QXZ>DOWN COUNT 4th NEW: starts with least called leads and works its way up inserting a NEW lead in every forth lead - Must NOT have NEW selected in the dial statuses</QXZ><BR> &nbsp; - <QXZ>RANDOM: Randomly grabs lead within the statuses and lists defined</QXZ><BR> &nbsp; - <QXZ>UP LAST CALL TIME: Sorts by the newest local call time for the leads</QXZ><BR> &nbsp; - <QXZ>DOWN LAST CALL TIME: Sorts by the oldest local call time for the leads</QXZ><BR> &nbsp; - <QXZ>UP RANK: Starts with the highest rank and works its way down</QXZ><BR> &nbsp; - <QXZ>DOWN RANK: Starts with the lowest rank and works its way up</QXZ><BR> &nbsp; - <QXZ>UP OWNER: Starts with owners beginning with Z and works its way down</QXZ><BR> &nbsp; - <QXZ>DOWN OWNER: Starts with owners beginning with A and works its way up</QXZ><BR> &nbsp; - <QXZ>UP TIMEZONE: Starts with Eastern timezones and works West</QXZ><BR> &nbsp; - <QXZ>DOWN TIMEZONE: Starts with Western timezones and works East</QXZ>
campaigns-lead_order_randomize	List Order Randomize	<QXZ>This option allows you to randomize the order of the leads in the hopper load within the results defined by the criteria set above. For instance, the List Order will be preserved, but the results will be randomized within that sorting. Setting this option to Y will enable this feature. Default is N for disabled. NOTE, if you have a large number of leads this option may slow down the speed of the hopper loading script.</QXZ>
campaigns-lead_order_secondary	List Order Secondary	<QXZ>This option allows you to select the second sorting order of the leads in the hopper load after the List Order and within the results defined by the criteria set above. For instance, the List Order will be used for the first sort of the leads, but the results will be sorted a second time within that sorting across the same set of the first List Order. For example, if you have List Order set to DOWN COUNT and you only have leads that have been attempted 1 and 2 times, then if you have the List Order Secondary set to LEAD_ASCEND all of the attempt 1 leads will be sorted by the oldest leads first and will be put into the hopper that way. Default is LEAD_ASCEND. NOTE, if you have a large number of leads using one of the CALLTIME options may slow down the speed of the hopper loading script. If List Order Randomize is enabled, this option will be ignored.</QXZ>
campaigns-hopper_level	Minimum Hopper Level	<QXZ>This is the minimum number of leads the hopper loading script tries to keep in the hopper table for this campaign. If running VDhopper script every minute, make this slightly greater than the number of leads you go through in a minute.</QXZ>
campaigns-use_auto_hopper	Automatic Hopper Level	<QXZ>Setting this to Y will allow the system to automatically adjust the hopper based off the settings you have in your campaign.  The formula it uses to do this is:<BR>Number of Active Agents * Auto Dial Level * ( 60 seconds / Dial Timeout ) * Auto Hopper Multiplier<BR>Default is Y.</QXZ>
campaigns-auto_hopper_multi	Automatic Hopper Multiplier	<QXZ>This is multiplier for the Auto Hopper. Setting this less than 1 will cause the Auto Hopper algorithm to load less leads than it normally would.  Setting this greater than 1 will cause the Auto Hopper algorithm to load more leads than it normally would.  Default is 1.</QXZ>
campaigns-auto_trim_hopper	Auto Trim Hopper	<QXZ>Setting this to Y will allow the system to automatically remove excess leads from the hopper. Default is Y.</QXZ>
campaigns-hopper_vlc_dup_check	Hopper VLC Dup Check	<QXZ>Setting this to Y will result in every lead being inserted into the hopper being checked by vendor_lead_code to make sure there are no duplicate leads inserted with the same vendor_lead_code. This is most useful when Auto-Alt-Dialing with MULTI_LEAD. Default is N.</QXZ>
campaigns-manual_dial_hopper_check	Manual Dial Hopper Check	<QXZ>Setting this to Y will mean that any manually dialed campaign phone call through the agent screen will first check for a lead in the hopper with the same phone number, and if one exists it will be deleted before the manual dial call is placed. Default is N.</QXZ>
campaigns-lead_filter_id	Lead Filter	<QXZ>This is a method of filtering your leads using a fragment of a SQL query. Use this feature with caution, it is easy to stop dialing accidentally with the slightest alteration to the SQL statement. Default is NONE.</QXZ>
campaigns-auto_active_list_new	Auto Active List New	<QXZ>This setting will automatically set an inactive list to active when it contains dialable NEW status leads and the campaign has less than this setting number of NEW status leads to be dialed. The order in which the next list is set to active is determined by the List Auto Active List Rank. This feature will only work if there has been calling on this campaign within the last hour. If no leads have been dialed within the last hour in this campaign, then this feature will not function. Default is DISABLED. This feature will only work if the Call Quota Lead Ranking feature is also enabled.</QXZ>
campaigns-call_quota_lead_ranking	Call Quota Lead Ranking	<QXZ>This setting will allow you to choose a Settings Container which has the settings you want to use for Call Quota Lead Ranking. Default is DISABLED.</QXZ>
campaigns-demographic_quotas	Demographic Quotas	<QXZ>This setting will enable or disable the Demographic Quotas feature for this campaign. For these features to work, you will need to select a value Container in the setting below. This feature is not related to Call Quota Lead Ranking and the two features should not be active on any single campaign at the same time. For more information, read the DEMOGRAPHIC_QUOTAS.txt document. Default is DISABLED.</QXZ>
campaigns-demographic_quotas_rerank	Demographic Quotas Force Re-Rank	<QXZ>By default, Demographic Quotas will only re-rank the leads in the campaign lists either when a quota has been reached or the campaign has run out of leads to dial. But this setting can force the system to re-rank the leads once using NOW, every hour using HOUR or every minute using the MINUTE setting. Keep in mind that depending on your system capacity and the number of leads in the campaign lists, this re-ranking process may lead to temporary system disruption, especially if it is run very frequently. When NOW is used, after the re-ranking process, the value of this setting will go back to NO. Default is NO.</QXZ>
campaigns-demographic_quotas_list_resets	Demographic Quotas List Resets	<QXZ>This optional setting can reset the active lists in this campaign if there are leads within the call time available and there are no more dialable leads in the campaign lists. We do not recommend activating this setting in most cases because it can result in customers being called an excessive number of times in a single day. Default is MANUAL.</QXZ>
campaigns-demographic_quotas_container	Demographic Quotas Container	<QXZ>This setting is where you select a DEMOGRAPHIC_QUOTAS container to be used for the Demographic Quota features to use for quota goals. For more information, read the DEMOGRAPHIC_QUOTAS.txt document. Default is DISABLED.</QXZ>
campaigns-call_count_limit	Call Count Limit	<QXZ>This enforces a limit on the number of call attempts for the leads dialed in this campaign. A lead may go over this limit slightly if Lead Recycling or Auto-Alt-Dialing is enabled. Default is 0 for no limit.</QXZ>
campaigns-call_count_target	Call Count Target	<QXZ>This option is only used for reporting purposes and has no effect on leads dialed. Default is 3.</QXZ>
campaigns-call_count_limit_restrict	Call Count Limit Manual Restrict	<QXZ>If the Call Count Limit setting is greater than 0 above, then this optional setting can further restrict manual dial lead calls placed from this campaign to not exceed the total lead called count. If RESTRICT_ALL is used, then no manual dial lead calls will be allowed past the call count limit. Even if this option is disabled, if the agent clicks the Dial Next Number button on the agent screen, no leads that have reached the campaign Call Count Limit will be dialed. This option was created to allow for restricting the other manual dialing methods such as callbacks, lead search, call log, etc... Default is DISABLED.</QXZ>
campaigns-daily_call_count_limit	Daily Call Count Limit	<QXZ>This feature, if enabled, will limit the number of times a lead can be called in a single day. Once a lead has reached this set limit, if the lead is selected to be dialed again, the called-since-last-reset flag on the lead will be changed to -Y- and the call will not be dialed. If you want to raise this daily limit during the day, you might need to reset your lists to be able to dial the leads that hit the previous limit earlier in the day. This feature may conflict with Auto-Alt-Dial features if they are enabled on a campaign. Default is 0 for disabled.</QXZ>
settings-daily_limit_manual	Daily Call Limit Manual	<QXZ>If the Daily Call Count Limit is enabled, this setting will determine if manual dial calls will be counted and or restricted in the daily call count limit. The DISABLED option will not count manual dial calls or restrict them as part of the daily call count limits, only auto-dial calls would be counted restricted. If one of the COUNT options is used, then manual dial calls would be included in the daily call counts. If one of the RESTRICT options is used, then manual dial calls would be restricted as part of the daily call count limit. Default is DISABLED.</QXZ>
campaigns-daily_phone_number_call_limit	Daily Phone Number Call Limit System-wide	<QXZ>This feature, if enabled, will limit the number of times a specific phone number can be called in a single day through this campaign. Once a phone number has reached this set limit, if the lead is selected to be dialed again, the called-since-last-reset flag on the lead will be changed to -Y- and the call will not be dialed. If you want to raise this daily limit during the day, you might need to reset your lists to be able to dial the leads that hit the previous limit earlier in the day. This feature may conflict with Auto-Alt-Dial features if they are enabled on a campaign. Default is 0 for disabled.</QXZ>
campaigns-call_limit_24hour_method	24-Hour Called Count Limit Method	<QXZ>This feature will limit the number of calls that can be placed to a lead or phone number over a consecutive 24 hour time period. This setting will determine if the called count limit is based upon a lead or a phone number. Default is DISABLED.</QXZ>
campaigns-call_limit_24hour	24-Hour Called Count Limit	<QXZ>If the 24-Hour Called Count Limit Method setting is not disabled, this setting determines the number of calls that can be placed within 24 hours. For example, if this option is set to -1- and a call is placed to a lead at 11:01, then the next time that lead could be called is after 11:01 the next day. There is no manual dial override for this feature, it will affect all normal customer calls placed within this campaign. If you use this feature with Lead Recycling enabled and the 24-Hour call limit is reached for a recycled lead, the recycling count for that lead will reset to 0 after the 24-Hour call count limit time expires. Default is 0.</QXZ>
campaigns-call_limit_24hour_scope	24-Hour Called Count Limit Scope	<QXZ>If the 24-Hour Called Count Limit feature is enabled, this setting will determine if the called count limit is counted using system-wide call counts or only the called counts within the lists for this campaign. Default is SYSTEM_WIDE.</QXZ>
campaigns-call_limit_24hour_override	24-Hour Called Count Limit Override	<QXZ>If the 24-Hour Called Count Limit feature is enabled, you can create a Settings Container of the CALL_LIMITS_OVERRIDE container type that will allow you to override the 24-Hour Called Count Limit for calls to specific states, based upon the area-code of the phone number being dialed. The area-code to state relationship is defined in the internal database which you can access by going to Admin, System Settings, Phone Codes. Default is DISABLED.<br>Example CALL_LIMITS_OVERRIDE Container Entry:<br>; The allowed methods are: state_areacode, state_areacode_postcode, state_areacode_postcode_state, state_areacode_state<br>method => state_areacode<br>; One line per state, with fields separated by commas: the country abbreviation, state abbreviation and the 24-hour call limit for that state<br>state => USA,FL,3<br>state => USA,GA,4<br><br>For more detailed information on how this works, read the CALL_COUNT_LIMITS.txt document.</QXZ>
campaigns-hopper_drop_run_trigger	Hopper Drop-Run Trigger	<QXZ>This setting, if activated, will ignore all hopper loading criteria for a single hopper run for this campaign and it will only load the DROP status leads from the active lists for the campaign into the hopper at the highest hopper priority, and once this single hopper run has happened, this setting will reset to N for this campaign and the hopper loading will go back to normal for the next minute when it runs. This process will also update any DROPs already in the hopper to the highest hopper priority if they are not already there. If the -All Drops- checkbox is checked, then any status with -DROP- in the status or status name will be selected, including all system statuses and campaign statuses whether they are for outbound or inbound calls. WARNING, when this runs it will not check to see if the lists have been reset, so you may be calling back DROP leads that were recently called. However, if the Drop Lockout Time has been enabled, that setting will be honored. Default is N, unselected, for inactive.</QXZ>
campaigns-drop_lockout_time	Drop Lockout Time	<QXZ>This is a number of hours that DROP abandon calls will be prevented from being dialed, to disable set to 0. This setting is very useful in countries like the UK where there are regulations preventing the attempted calling of customers within 72 hours of an Abandon, or DROP. Default is 0.</QXZ>
campaigns-force_reset_hopper	Force Reset of Hopper	<QXZ>This allows you to wipe out the hopper contents upon form submission. It should be filled again when the VDhopper script runs.</QXZ>
campaigns-hopper_hold_inserts	Hopper Hold Inserts	<QXZ>If enabled, this will insert leads into the hopper as a RHOLD status, so they can be activated by an outside process or utility. The AUTONEXT option is also an enabled option, but in the HCI Screen, the user will only have to click once for each call instead of twice. Default is DISABLED.</QXZ>
campaigns-dial_method	Dial Method	<QXZ>This field is the way to define how dialing is to take place. If MANUAL then the auto_dial_level will be locked at 0 unless Dial Method is changed. If RATIO then the normal dialing a number of lines for Active agents. ADAPT_HARD_LIMIT will dial predictively up to the dropped percentage and then not allow aggressive dialing once the drop limit is reached until the percentage goes down again. ADAPT_TAPERED allows for running over the dropped percentage in the beginning of the shift -as defined by Latest Server Time set for campaign- and gets more strict as the shift goes on, for example, if there are 10 hours or more left in the shift, the TAPERED feature will not affect the adaptive dial level at all, as the number of hours left in the shift drops below 10 hours and gets closer to 0, the dial level will be dropped closer and closer to 1.0 as time goes on. ADAPT_AVERAGE tries to maintain an average or the dropped percentage not imposing hard limits as aggressively as the other two methods. You cannot change the Auto Dial Level if you are in any of the ADAPT dial methods. Only the Dialer can change the dial level when in predictive dialing mode. INBOUND_MAN allows the agent to place manual dial calls from a campaign list while being able to take inbound calls between manual dial calls.</QXZ>
campaigns-auto_dial_level	Auto Dial Level	<QXZ>This is where you set how many lines the system should use per active agent. zero 0 means auto dialing is off and the agents will click to dial each number. Otherwise the system will keep dialing lines equal to active agents multiplied by the dial level to arrive at how many lines this campaign on each server should allow. The ADAPT OVERRIDE checkbox allows you to force a new dial level even though the dial method is in an ADAPT mode. This is useful if there is a dramatic shift in the quality of leads and you want to drastically change the dial_level manually. Note: With the INBOUND_MAN Dial Method, this setting needs to be set to 1.0 so that inbound calls can be received by agents, but even with this set above 0, there will be no auto-dial calls placed from the campaign.</QXZ>
campaigns-dial_level_threshold	Auto Dial Level Threshold	<QXZ>This setting only works with an ADAPT or RATIO Dial Method, and it must be set to something other than DISABLED and the number of agents setting must be above 0. This feature allows you to set a minimum number agents that predictive algorithm will work at. If the number of agents falls below the number that you have set, then the dial level will go to 1.0 until more agents log in or go into the selected state. LOGGED-IN_AGENTS will count all agents logged into the campaign, NON-PAUSED_AGENTS will only count agents that are waiting or talking, and WAITING_AGENTS will only count agents that are waiting for a call. Default is DISABLED.</QXZ>
campaigns-available_only_ratio_tally	Available Only Tally	<QXZ>This field if set to Y will leave out INCALL and QUEUE status agents when calculating the number of calls to dial when not in MANUAL dial mode. Default is N.</QXZ>
campaigns-available_only_tally_threshold	Available Only Tally Threshold	<QXZ>This setting only works with an ADAPT or RATIO Dial Method, Available Only Tally must be set to N, this setting must be set to something other than DISABLED and the number of agents setting must be above 0. This feature allows you to set the number of agents below which Available Only Tally will be enabled. If the number of agents falls below the number that you have set, then the Available Only Tally setting will go to Y temporarily until more agents log in or go into the selected state. LOGGED-IN_AGENTS will count all agents logged into the campaign, NON-PAUSED_AGENTS will only count agents that are waiting or talking, and WAITING_AGENTS will only count agents that are waiting for a call. Default is DISABLED.</QXZ>
campaigns-incall_tally_threshold_seconds	Agent In-Call Tally Seconds Threshold	<QXZ>This feature allows you to specify the amount of time an agent is in a phone call past which the agent is not counted for dialing additional outbound calls while in an auto-dial mode. This feature only works when Available Only Tally is not active. Default is 0 for disabled.</QXZ>
campaigns-adaptive_dropped_percentage	Drop Percentage Limit	<QXZ>This field is where you set the limit of the percentage of dropped calls you would like while using an adaptive-predictive dial method, not MANUAL or RATIO.</QXZ>
campaigns-adaptive_maximum_level	Maximum Adapt Dial Level	<QXZ>This field is where you set the limit of the limit to the number of lines you would like dialed per agent while using an adaptive-predictive dial method, not MANUAL or RATIO. This number can be higher than the Auto Dial Level if your hardware will support it. Value must be a positive number greater than one and can have decimal places Default 3.0.</QXZ>
campaigns-adaptive_latest_server_time	Latest Server Time	<QXZ>This field is only used by the ADAPT_TAPERED dial method. You should enter in the hour and minute that you will stop calling on this campaign, 2100 would mean that you will stop dialing this campaign at 9PM server time. This allows the Tapered algorithm to decide how aggressively to dial by how long you have until you will be finished calling.</QXZ>
campaigns-adaptive_intensity	Adapt Intensity Modifier	<QXZ>This field is used to adjust the predictive intensity either higher or lower. The higher a positive number you select, the greater the dialer will increase the call pacing when it goes up and the slower the dialer will decrease the call pacing when it goes down. The lower the negative number you select here, the slower the dialer will increase the call pacing and the faster the dialer will lower the call pacing when it goes down. Default is 0. This field is not used by the MANUAL or RATIO dial methods.</QXZ>
campaigns-adaptive_dl_diff_target	Dial Level Difference Target	<QXZ>This field is used to define whether you want to target having a specific number of agents waiting for calls or calls waiting for agents. For example if you would always like to have on average one agent free to take calls immediately you would set this to -1, if you would like to target always having one call on hold waiting for an agent you would set this to 1. Default is 0. This field is not used by the MANUAL or INBOUND_MAN dial methods.</QXZ>
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. 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>
campaigns-dial_timeout	Dial Timeout	<QXZ>If defined, calls that would normally hang up after the timeout defined in extensions.conf would instead timeout at this amount of seconds if it is less than the extensions.conf timeout. This allows for quickly changing dial timeouts from server to server and limiting the effects to a single campaign. If you are having a lot of Answering Machine or Voicemail calls you may want to try changing this value to between 21-26 and see if results improve.</QXZ>
campaigns-dial_timeout_lead_container	Dial Timeout Lead Container	<QXZ>This option allows you to select a Settings Container of the DIAL_TIMEOUTS type that will allow you to override the campaign dial timeouts on a per lead basis using a lead field value defined in the container. You can enable manual dialing and auto dialing overrides separately by defining which lead field is to be looked at for a dial timeout key value. If you wanted to use the -comments- lead field for manual dial timeouts, you would define manual_dial_field => comments. If you wanted to use the -comments- lead field for auto dial timeouts, you would define auto_dial_field => comments. after either or both of these are defined, you will need to define the key and value pairs for the dial timeouts. For example, if a key of -A- in the comments field should trigger a 50 second dial timeout override for the lead, you would define A => 50. You can define multiple key and value pairs in the settings container. Lead field names should be in lower case letters only. You must define the Lead Field Name above any Field Values that you define. Field value matching is case sensitive. We recommend not matching to field values that have spaces or special characters in them.</QXZ>
campaigns-campaign_vdad_exten	Routing Extension	<QXZ>This field allows for a custom outbound routing extension. This allows you to use different call handling methods depending upon how you want to route calls through your outbound campaign. Formerly called Campaign VDAD extension.</QXZ><BR>- <QXZ>8364 - same as 8368</QXZ><BR>- <QXZ>8365 - Will send the call only to an agent on the same server as the call is placed on, DISABLED, now same as 8367</QXZ><BR>- <QXZ>8366 - Used for press-1, broadcast and survey campaigns</QXZ><BR>- <QXZ>8367 - Will try to first send the call to an agent on the local server, then it will look on other servers</QXZ><BR>- <QXZ>8368 - DEFAULT - Will send the call to the next available agent no matter what server they are on</QXZ><BR>- <QXZ>8369 - Used for Answering Machine Detection after that, same behavior as 8368</QXZ><BR>- <QXZ>8373 - Used for Answering Machine Detection after that same behavior as 8366</QXZ><BR>- <QXZ>8374 - Used for press-1, broadcast and survey campaigns with Cepstral Text-to-speech</QXZ><BR>- <QXZ>8375 - Used for Answering Machine Detection then press-1, broadcast and survey campaigns with Cepstral Text-to-speech</QXZ>
campaigns-agent_search_method	Agent Search Method Override	<QXZ>This setting will allow you to override the dialplan agent search method and force one only for this campaign. LB will search for the next agent on any server to send the answered call to. LO will first search on the originating server then search for agents on other servers. SO will only search on the originating server for an agent to send the answered call to. Default is blank for disabled. WARNING, setting this to -SO- can result in a much higher number of dropped calls.</QXZ>
campaigns-am_message_exten	Answering Machine Message	<QXZ>This field is for entering the prompt to play when the agent gets an answering machine and clicks on the Answering Machine Message button in the transfer conference frame. You must set this to either an audio file in the audio store or a TTS prompt if TTS is enabled on your system. You can also use lead fields to generate audio filenames using the DYN flag, for instance using DYN--A--user--B-- for agent 1234 would look for a file named 1234.wav in your audio store to play. If you need more space to build your message with files, you can put them into a Settings Container and the use STC and then the container ID to use that settings container as your answering machine message. Another advanced option is LTT, if you have custom programming on your system to construct answering maching messages on a per-call basis. If you will be using the Agent API function vm_message, you will want to put LTTagent in this field. Another advanced option is to use a prefix of FHG along with a URL to pull an audio file from a webserver, preferrably a local webserver. This FHG option can be used with a Text-to-Speech service to play recording generated on a per-call basis, possibly from a custom agent script. Here is an example using this prefix, FHGhttp//127.0.0.1/agc/tts/--A--lead_id--B--_TTS.wav</QXZ>
campaigns-vmm_daily_limit	Voicemail Message Daily Limit	<QXZ>This option allows you to limit the number of times a voicemail message plays to a lead for a single day. After the defined limit is reached, the call will be hung up instead of playing a message. If this feature is active then it will be in effect for all calls sent to play a voicemail message, even if an agent manually sends a call to a VM message. The default is 0, for disabled.</QXZ>
campaigns-waitforsilence_options	WaitForSilence Options	<QXZ>If Wait For Silence is desired on calls that are detected as Answering Machines then this field has those options. There are three settings separated by a comma, the first option is how long to detect silence in milliseconds, the second option is for how many times to detect that before playing the message, the third is the maximum number of seconds to wait before timing out and playing the message. Default is EMPTY for disabled. A standard value for this would be wait for 2 seconds of silence twice: 2000,2,30</QXZ>
campaigns-manual_vm_status_updates	Manual VM Status Updates	<QXZ>If enabled, this will enable the standard Answering Machine Messages status updates that exist for auto-dialed calls for manual dialed calls as well. Default is ENABLED.</QXZ>
campaigns-am_message_wildcards	AM Message Wildcards	<QXZ>This option, if enabled, allows you to go to the AM Message Wildcard administration page where you can define wildcards that can match data in a default lead field and can play a different message based upon the data in a specific lead. Default is N for disabled.</QXZ>
campaigns-amd_type	AMD Type	<QXZ>This setting allows you to define the type of Answering Machine Detection that should be used when routing answered outbound calls. The default is AMD, for the built-in AMD application. You should only change this setting if you have one of the listed third-party AMD solutions installed on your system and you have confirmed the proper Routing Extension to use with your system administrator.</QXZ>
campaigns-amd_send_to_vmx	AMD send to Action	<QXZ>This option allows you to define whether a call is sent to the Answering Machine Message or CPD AMD Action when an answering machine is detected, or if it is hung up. If this is set to N, then the call will be hung up as soon as it is determined to be an answering machine. Default is N.</QXZ>
campaigns-amd_agent_route_options	AMD Agent Route Options	<QXZ>If enabled and you are using Asterisk AMD, this setting will allow you to define the AMD statuses and responses for calls going through AMD that will be sent to agents, overriding the default which sends all HUMAN and NOTSURE status calls to agents. To see the AMD statuses and responses for the calls that have been logged on your system, go to the AMD Log Report on the Admin Utilities page. The PENDING option for this setting will allow you to click on this option to go to the Modify Settings Container page to edit the settings without making them active yet. Default is DISABLED. There is also a special option you can enable in this settings container, NOAUDIODATA-Hangup-ENABLED, which will enable the immediate hangup of calls that have no audio data when they reach the AMD routing script. The Settings Container for these options allow for multiple lines of settings, with each line containing one AMD status-response pair each separated by a comma. For example:</QXZ><BR>HUMAN,HUMAN<BR>NOTSURE,TOOLONG<BR>
campaigns-cpd_amd_action	CPD AMD Action	<QXZ>If you are using the Sangoma ParaXip Call Progress Detection software then you will want to enable this setting either setting it to DISPO which will disposition the call as AA and hang it up if the call is being processed and has not been sent to an agent yet or MESSAGE which will send the call to the defined Answering Machine Message for this campaign. Default is DISABLED. Setting this to INGROUP will send an answering machine to an inbound group. Setting this to CALLMENU will send an answering machine to a Call Menu in the system.</QXZ>
campaigns-cpd_unknown_action	CPD Unknown Action	<QXZ>If you are using the Sangoma ParaXip Call Progress Detection software and you want to send calls that have an Unknown result to a destination other than an agent, then you will want to enable this setting either setting it to DISPO which will disposition the call as AA and hang it up if the call is being processed and has not been sent to an agent yet or MESSAGE which will send the call to the defined Answering Machine Message for this campaign. Default is DISABLED. Setting this to INGROUP will send an answering machine to an inbound group. Setting this to CALLMENU will send an answering machine to a Call Menu in the system.</QXZ>
campaigns-amd_inbound_group	AMD Inbound Group	<QXZ>If CPD AMD Action is set to INGROUP, then this is the Inbound Group that the call will be sent to if an answering machine is detected.</QXZ>
campaigns-amd_callmenu	AMD Call Menu	<QXZ>If CPD AMD Action is set to CALLMENU, then this is the Call Menu that the call will be sent to if an answering machine is detected.</QXZ>
campaigns-khomp_settings_container	KHOMP Settings	<QXZ>If you are using a KHOMP call progress gateway server, this setting will allow you to use a specific set of Khomp settings only for this campaign. To appear in the pull-down menu the container must be a KHOMP_SETTINGS container type. Default is KHOMPSETTINGS.</QXZ>
campaigns-leave_vm_message_group_id	VM Message Group	<QXZ>If this option is set, the VM transfer panel button will open up a new panel with all of the messages that are shown in the selected VM Message Group that the agent can choose to have played to the customer voicemail box when transferred. Default is blank for disabled.</QXZ>
campaigns-leave_vm_no_dispo	Leave VM No Dispo	<QXZ>If this option is enabled, when the agent transfers a call to a VM Message, the agent screen will not automatically be sent to the disposition screen, it will stay in the talk screen. Default is DISABLED.</QXZ>
campaigns-manual_auto_next	Manual Auto Next Seconds	<QXZ>If the Dial Method is set to MANUAL or INBOUND_MAN, then this setting will trigger the next lead to be automatically be dialed after this number of seconds. If enabled, it cannot be set lower than 5 seconds. Default is 0 for disabled.</QXZ>
campaigns-manual_auto_next_options	Manual Auto Next Options	<QXZ>If the Manual Auto Next option is enabled above, then this setting will determine if the timer to automatically dial the next number will count down while the agent is paused or not. Default is DEFAULT, which will count down while the agent is paused.</QXZ>
campaigns-manual_auto_show	Manual Auto Next Show Timer	<QXZ>If the Manual Auto Next Seconds option above is enabled, this setting will display a countdown timer to the agent if enabled. Default is N for disabled.</QXZ>
campaigns-alt_number_dialing	Manual Alt Num Dialing	<QXZ>This option allows an agent to manually dial the alternate phone number or address3 field after the main number has been called. If the option has SELECTED in it then the Alt Dial checkbox will be automatically checked for each call. If the option has UNSELECTED in it then the Alt Dial checkbox will be automatically not checked for each call. If the option has TIMER in it then the Alt Phone or Address3 field will be automatically be dialed after Timer Alt Seconds. Default is N for disabled.</QXZ>
campaigns-timer_alt_seconds	Timer Alt Seconds	<QXZ>If the Manual Alt Num Dialing setting has TIMER in it then the Alt Phone or Address3 field will be automatically be dialed after this number of seconds. Default is 0 for disabled.</QXZ>
campaigns-drop_call_seconds	Drop Call Seconds	<QXZ>The number of seconds from the time the customer line is picked up until the call is considered a DROP, only applies to outbound calls.</QXZ>
campaigns-drop_action	Drop Action	<QXZ>This menu allows you to choose what happens to a call when it has been waiting for longer than what is set in the Drop Call Seconds field. HANGUP will simply hang up the call, MESSAGE will send the call the Drop Exten that you have defined below, VOICEMAIL will send the call to the voicemail box that you have defined below and IN_GROUP will send the call to the Inbound Group that is defined below. VMAIL_NO_INST will send the call to the voicemail box that you have defined below and will not play instructions after the voicemail message.</QXZ>
campaigns-safe_harbor_exten	Safe Harbor Exten	<QXZ>This is the dial plan extension that the desired Safe Harbor audio file is located at on your server.</QXZ>
campaigns-safe_harbor_audio	Safe Harbor Audio	<QXZ>This is the audio prompt file that is played if the Drop Action is set to AUDIO. Default is buzz.</QXZ>
campaigns-safe_harbor_audio_field	Safe Harbor Audio Field	<QXZ>This optional setting allows you to define a field in the list that the system will use as the audio filename for each lead in place of the Safe Harbor Audio file. If this is set to DISABLED the Safe Harbor Audio file will always be used. The system will do no validation to make sure that the audio file exists other than to make sure the value of the field is at least one character, so if you want a lead to use the default Safe harbor Audio then you just set the field value in the lead to empty. You can use the pipe character to link multiple audio files together in the field value for each lead. Default is DISABLED. Here is the list of fields that can be used for this setting: vendor_lead_code, source_id, list_id, phone_code, phone_number, title, first_name, middle_initial, last_name, address1, address2, address3, city, state, province, postal_code, country_code, gender, alt_phone, email, security_phrase, comments, rank, owner, entry_list_id</QXZ>
campaigns-safe_harbor_menu_id	Safe Harbor Call Menu	<QXZ>This is the call menu that a call is sent to if the Drop Action is set to CALLMENU.</QXZ>
campaigns-voicemail_ext	Voicemail	<QXZ>If defined, calls that would normally DROP would instead be directed to this voicemail box to hear and leave a message.</QXZ>
campaigns-drop_inbound_group	Drop Transfer Group	<QXZ>If Drop Action is set to IN_GROUP, the call will be sent to this inbound group if it reaches Drop Call Seconds.</QXZ>
campaigns-no_hopper_leads_logins	Allow No-Hopper-Leads Logins	<QXZ>If set to Y, allows agents to login to the campaign even if there are no leads loaded into the hopper for that campaign. This function is not needed in CLOSER-type campaigns. Default is N.</QXZ>
campaigns-no_hopper_dialing	No Hopper Dialing	<QXZ>If This is enabled, the hopper will not run for this campaign. This option is only available when the dial method is set to MANUAL or INBOUND_MAN. It is recommended that you do not enable this option if you have a very large lead database, over 100,000 leads. With No Hopper Dialing, the following features do not work: lead recycling, auto-alt-dialing, list mix, list ordering with Xth NEW. If you want to use Owner Only Dialing you must have No Hopper Dialing enabled. Default is N for disabled.</QXZ>
campaigns-agent_dial_owner_only	Owner Only Dialing	<QXZ>If This is enabled, the agent will only receive leads that they are within the ownership parameters for. If this is set to USER then the agent must be the user defined in the database as the owner of this lead. If this is set to TERRITORY then the owner of the lead must match the territory listed in the User Modification screen for this agent. If this is set to USER_GROUP then the owner of the lead must match the user group that the agent is a member of. For this feature to work the dial method must be set to MANUAL or INBOUND_MAN and No Hopper Dialing must be enabled. Default is NONE for disabled. If the option has BLANK at the end, then users are allowed to dial leads with no owner defined in addition to owner defined leads.</QXZ>
campaigns-owner_populate	Owner Populate	<QXZ>If this is enabled and the owner field of the lead is blank, the owner field for the lead will populate with the user ID of the agent that handles the call first. Default is DISABLED.
campaigns-agent_select_territories	Agent Select Territories	<QXZ>If this option is enabled and the agent belongs to at least one territory, the agent will have the option of selecting territories to dial leads from. The agent will see a list of available territories upon login and they will have the ability to go back to that territory list when paused to change their territories. For this function to work the Owner Only Dialing option must be set to TERRITORY and User Territories must be enabled in the System Settings.</QXZ>
campaigns-list_order_mix	List Order Mix	<QXZ>Overrides the Lead Order and Dial Status fields. Will use the List and status parameters for the selected List Mix entry in the List Mix sub section instead. Default is DISABLED.</QXZ>
campaigns-vcl_id	List Mix ID	<QXZ>ID of the list mix. Must be from 2-20 characters in length with no spaces or other special punctuation.</QXZ>
campaigns-vcl_name	List Mix Name	<QXZ>Descriptive name of the list mix. Must be from 2-50 characters in length.</QXZ>
campaigns-list_mix_container	List Mix Detail	<QXZ>The composition of the List Mix entry. Contains the List ID, mix order, percentages and statuses that make up this List Mix. The percentages always have to add up to 100, and the lists all have to be active and set to the campaign for the order mix entry to be Activated.</QXZ>
campaigns-mix_method	List Mix Method	<QXZ>The method of mixing all of the parts of the List Mix Detail together. EVEN_MIX will mix leads from each part interleaved with the other parts, like this 1,2,3,1,2,3,1,2,3. IN_ORDER will put the leads in the order in which they are listed in the List Mix Detail screen 1,1,1,2,2,2,3,3,3. RANDOM will put them in RANDOM order 1,3,2,1,1,3,2,1,3. Default is IN_ORDER.</QXZ><!--
campaigns-agent_extended_alt_dial	Agent Screen Extended Alt Dial	<QXZ>This feature allows for agents to access extended alternate phone numbers for leads beyond the standard Alt Phone and Address3 fields that can be used in the agent screen for phone numbers beyond the main phone number. The Extended phone numbers can be dialed automatically using the Auto-Alt-Dial feature in the Campaign settings, but enabling this Agent Screen feature will also allow for the agent to call these numbers from their agent screen as well as edit their information. This feature is in development and is not currently available.</QXZ>-->
campaigns-survey_first_audio_file	Survey First Audio File	<QXZ>This is the audio filename that is played as soon as the customer picks up the phone when running a survey campaign. If you want to have more than one audio prompt played to the customer, you can separate them with the pipe character. If Cepstral Text to Speech is installed on your system, then you can use a TTS prefix with a TTS ID that you have defined to have an audio file generated on the fly when a survey call is answered. You can also use a DYN prefix for this field to use lead field variables such as --A--province--B-- to refer to audio files that can be played. For both TTS and DYN playback capabilities, you must use one of the Cepstral campaign routing extensions like 8374 or 8375, even if you are not using Cepstral.</QXZ>
campaigns-survey_dtmf_digits	Survey DTMF Digits	<QXZ>This field is where you define the digits that a customer can press as an option on a survey campaign. valid dtmf digits are 0123456789*#. All options except for the Not Interested, Third and Fourth digit options will move on to the Survey Method call path.</QXZ>
campaigns-survey_wait_sec	Survey Wait Seconds	<QXZ>This is the number of seconds when in Survey mode the system will wait for input from the person called until the survey or drop action is triggered. Is not applied if the Survey Method is HANGUP. Default is 10 seconds.</QXZ>
campaigns-survey_ni_digit	Survey Not Interested Digit	<QXZ>This field is where you define the customer digit pressed that will show they are Not Interested.</QXZ>
campaigns-survey_ni_status	Survey Not Interested Status	<QXZ>This field is where you select the status to be used for Not Interested. If DNC is used and the campaign is set to use DNC then the phone number will be automatically added to the internal DNC list and possibly the campaign-specific DNC list if that is enabled in the campaign.</QXZ>
campaigns-survey_opt_in_audio_file	Survey Opt-in Audio File	<QXZ>This is the audio filename that is played when the customer has opted-in to the survey, not opted-out or not responded if the no-response-action is set to OPTOUT. After this audio file is played, the Survey Method action is taken. See the -Survey First Audio File- help for some more advanced options of what you can put into this field.</QXZ>
campaigns-survey_ni_audio_file	Survey Not Interested Audio File	<QXZ>This is the audio filename that is played when the customer has opted-out of the survey, not opted-in or not responded if the no-response-action is set to OPTIN. After this audio file is played, the call will be hung up. See the -Survey First Audio File- help for some more advanced options of what you can put into this field.</QXZ>
campaigns-survey_method	Survey Method	<QXZ>This option defines what happens to a call after the customer has opted-in. AGENT_XFER will send the call to the next available agent. VOICEMAIL will send the call to the voicemail box that is specified in the Voicemail field. EXTENSION will send the customer to the extension defined in the Survey Xfer Extension field. HANGUP will hang up the customer. CAMPREC_60_WAV will send the customer to have a recording made with their response, this recording will be placed in a folder named as the campaign inside of the Survey Campaign Recording Directory. CALLMENU will send the customer to the Call Menu defined in the select list below. VMAIL_NO_INST will send the call to the voicemail box that you have defined below and will not play instructions after the voicemail message.</QXZ>
campaigns-survey_no_response_action	Survey No-Response Action	<QXZ>This is where you define what will happen if there is no response to the survey question. OPTIN will only send the call on to the Survey Method if the customer presses a dtmf digit. OPTOUT will send the customer on to the Survey Method even if they do not press a dtmf digit. DROP will drop the call using the campaign drop method but still log the call as a PM played message status.</QXZ>
campaigns-survey_response_digit_map	Survey Response Digit Map	<QXZ>This is the section where you can define a description to go with each dtmf digit option that the customer may select.</QXZ>
campaigns-survey_xfer_exten	Survey Xfer Extension	<QXZ>If the Survey Method of EXTENSION is selected then the customer call would be directed to this dialplan extension.</QXZ>
campaigns-survey_camp_record_dir	Survey Campaign Recording Directory	<QXZ>If the Survey Method of CAMPREC_60_WAV is selected then the customer response will be recorded and placed in a directory named after the campaign inside of this directory.</QXZ>
campaigns-survey_third_digit	Survey Third Digit	<QXZ>This allows for a third call path if the Third digit as defined in this field is pressed by the customer.</QXZ>
campaigns-survey_fourth_digit	Survey Fourth Digit	<QXZ>This allows for a fourth call path if the Fourth digit as defined in this field is pressed by the customer.</QXZ>
campaigns-survey_third_audio_file	Survey Third Audio File	<QXZ>This is the third audio file to be played upon the selection by the customer of the Third Digit option. See the -Survey First Audio File- help for some more advanced options of what you can put into this field.</QXZ>
campaigns-survey_third_status	Survey Third Status	<QXZ>This is the third status used for the call upon the selection by the customer of the Third Digit option.</QXZ>
campaigns-survey_third_exten	Survey Third Extension	<QXZ>This is the third extension used for the call upon the selection by the customer of the Third Digit option. Default is 8300 which immediately hangs up the call after the Audio File message is played.</QXZ>
campaigns-agent_display_dialable_leads	Agent Display Dialable Leads	<QXZ>This option if enabled will show the number of dialable leads available in the campaign in the agent screen. This number is updated in the system once a minute and will be refreshed on the agent screen every few seconds.</QXZ>
campaigns-survey_menu_id	Survey Call Menu	<QXZ>If the method is set to CALLMENU, this is the Call Menu that the customer is sent to if they opt-in.</QXZ>
campaigns-survey_recording	Survey Recording	<QXZ>If enabled, this will start recording when the call is answered. Only recommended if the method is not set to transfer to an agent. Default is N for disabled. If set to Y_WITH_AMD even answering machine detected message calls will be recorded.</QXZ>
campaigns-next_agent_call	Next Agent Call	<QXZ>This determines which agent receives the next call that is available:</QXZ><BR> &nbsp; - <QXZ>random: orders by the random update value in the live_agents table</QXZ><BR> &nbsp; - <QXZ>oldest_call_start: orders by the last time an agent was sent a call. Results in agents receiving about the same number of calls overall.</QXZ><BR> &nbsp; - <QXZ>oldest_call_finish: orders by the last time an agent finished a call. AKA agent waiting longest receives first call.</QXZ><BR> &nbsp; - <QXZ>overall_user_level: orders by the user_level of the agent as defined in the users table a higher user_level will receive more calls.</QXZ><BR> &nbsp; - <QXZ>campaign_rank: orders by the rank given to the agent for the campaign. Highest to Lowest.</QXZ><BR> &nbsp; - <QXZ>campaign_grade_random: gives a higher probability of getting a call to the higher graded agents.</QXZ><BR> &nbsp; - <QXZ>fewest_calls: orders by the number of calls received by an agent for that specific inbound group. Least calls first.</QXZ><BR> &nbsp; - <QXZ>longest_wait_time: orders by the amount of time agent has been actively waiting for a call.</QXZ><BR> &nbsp; - <QXZ>overall_user_level_wait_time: same as overall_user_level except will use longest waiting as secondary order.</QXZ><BR> &nbsp; - <QXZ>campaign_rank_wait_time: same as campaign_rank except will use longest waiting as secondary order.</QXZ><BR> &nbsp; - <QXZ>fewest_calls_wait_time: same as fewest_calls except will use longest waiting as secondary order.</QXZ>
campaigns-local_call_time	Local Call Time	<QXZ>This is where you set during which hours you would like to dial, as determined by the local time in the area in which you are calling. This is controlled by area code and is adjusted for Daylight Savings time if applicable. General Guidelines in the USA for Business to Business is 9am to 5pm and Business to Consumer calls is 9am to 9pm. Any active Holidays defined for this Call Time within the next 12 months will be displayed in the agent screen Scheduled Callbacks calendar panel with an orange colored background.</QXZ>
campaigns-dial_prefix	Dial Prefix	<QXZ>This field allows for more easily changing a path of dialing to go out through a different method without doing a reload in Asterisk. Default is 9 based upon a 91NXXNXXXXXX in the dial plan - extensions.conf.</QXZ>
campaigns-manual_dial_prefix	Manual Dial Prefix	<QXZ>This optional field allows you to set the dial prefix to be used only when placing manual dial calls from the agent interface, such as using the MANUAL DIAL feature, or Dial Next Number when in the MANUAL dial method, or manual alt number dialing, or scheduled user-only callbacks. Default is empty for disabled, which will use the Dial Prefix defined in the field above. This option does not interfere with the 3way Dial Prefix option.</QXZ>
campaigns-omit_phone_code	Omit Phone Code	<QXZ>This field allows you to leave out the phone_code field while dialing within the system. For instance if you are dialing in the UK from the UK you would have 44 in as your phone_code field for all leads, but you just want to dial 10 digits in your dial plan extensions.conf to place calls instead of 44 then 10 digits. Default is N.</QXZ>
campaigns-campaign_cid	Campaign CallerID	<QXZ>This field allows for the sending of a custom callerid number on the outbound calls. This is the number that would show up on the callerid of the person you are calling. The default is UNKNOWN. If you are using T1 or E1s to dial out this option is only available if you are using PRIs - ISDN T1s or E1s - that have the custom callerid feature turned on, this will not work with Robbed-bit service -RBS- circuits. This will also work through most VOIP -SIP or IAX trunks- providers that allow dynamic outbound callerID. The custom callerID only applies to calls placed for the campaign directly, any 3rd party calls or transfers will not send the custom callerID. NOTE: Sometimes putting UNKNOWN or PRIVATE in the field will yield the sending of your default callerID number by your carrier with the calls. You may want to test this and put 0000000000 in the callerid field instead if you do not want to send you CallerID.</QXZ><QXZ>If all of the CallerID options are enabled, this is the priority in which each type of CallerID will be used, 1 is top priority - <BR>1 - List CID Group Override <BR>2 - List CallerID Override <BR>3 - CID Group entry(CID Group Failover) <BR>4 - AC-CID AREACODE entry <BR>5 - Custom CallerID, Security Phrase <BR>6 - USER_CUSTOM CallerID <BR>7 - Campaign CID <BR></QXZ>
campaigns-use_custom_cid	Custom CallerID	<QXZ>When set to Y, this option allows you to use the security_phrase field in the list table as the CallerID to send out when placing for each specific lead. If this field has no CID in it then the Campaign CallerID defined above will be used instead. This option will disable the list CallerID Override if there is a CID present in the security_phrase field. Default is N. When set to AREACODE you have the ability to go into the AC-CID submenu and define multiple callerids to be used per areacode. For MANUAL and INBOUND_MAN dial methods only, and agent manual dial calls in other dial methods, you can use one of the USER_CUSTOM selections to take a CallerID number put into one of the User Custom fields in the User Modify admin screen and use that for outbound manual dial calls placed by an agent. For more information on CallerID priority, see below.<BR>If all of the CallerID options are enabled, this is the priority in which each type of CallerID will be used, 1 is top priority - <BR>1 - List CID Group Override <BR>2 - List CallerID Override <BR>3 - CID Group entry(CID Group Failover) <BR>4 - AC-CID AREACODE entry <BR>5 - Custom CallerID, Security Phrase <BR>6 - USER_CUSTOM CallerID <BR>7 - Campaign CID <BR></QXZ>
campaigns-cid_group_id	CID Group	<QXZ>If set to something other than ---DISABLED---, the selected CID Group will override all other campaign CID settings above and will use the state or areacode based CIDs that are defined in the CID Group. Default is ---DISABLED---. For more information on CallerID priority, see the CALLERID PRIORITY entry below.<BR>If all of the CallerID options are enabled, this is the priority in which each type of CallerID will be used, 1 is top priority - <BR>1 - List CID Group Override <BR>2 - List CallerID Override <BR>3 - CID Group entry(CID Group Failover) <BR>4 - AC-CID AREACODE entry <BR>5 - Custom CallerID, Security Phrase <BR>6 - USER_CUSTOM CallerID <BR>7 - Campaign CID <BR></QXZ>
campaigns-cid_group_id_two	CID Group Failover	<QXZ>If set to something other than ---DISABLED---, the selected CID Group will be used if the main CID Group set above does not have a matching areacode or state entry for the phone number being called. Default is ---DISABLED---. For more information on CallerID priority, see the CALLERID PRIORITY entry below.<BR>If all of the CallerID options are enabled, this is the priority in which each type of CallerID will be used, 1 is top priority - <BR>1 - List CID Group Override <BR>2 - List CallerID Override <BR>3 - CID Group entry(CID Group Failover) <BR>4 - AC-CID AREACODE entry <BR>5 - Custom CallerID, Security Phrase <BR>6 - USER_CUSTOM CallerID <BR>7 - Campaign CID <BR></QXZ>
campaigns-cid_priority	CALLERID PRIORITY	<QXZ>If all of the CallerID options are enabled, this is the priority in which each type of CallerID will be used, 1 is top priority - <BR>1 - List CID Group Override <BR>2 - List CallerID Override <BR>3 - CID Group entry(CID Group Failover) <BR>4 - AC-CID AREACODE entry <BR>5 - Custom CallerID, Security Phrase <BR>6 - USER_CUSTOM CallerID <BR>7 - Campaign CID <BR></QXZ>
campaigns-opensips_cid_name	Campaign CID Name	<QXZ>If your system is set up to send CallerID Name, you can define it here for all outbound calls placed through this campaign. Default is blank for disabled.</QXZ>
campaigns-campaign_rec_exten	Campaign Rec extension	<QXZ>This field allows for a custom recording extension to be used with the system. This allows you to use different extensions depending upon how long you want to allow a maximum recording and what type of codec you want to record in. The default exten is 8309 which if you follow the SCRATCH_INSTALL examples will record in the WAV format for up to one hour. Another option included in the examples is 8310 which will record in GSM format for up to one hour. The recording time can be lengthened by raising the setting in the Server Modification screen in the Admin section.</QXZ>
campaigns-campaign_recording	Campaign Recording	<QXZ>This menu allows you to choose what level of recording is allowed on this campaign. 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. For ALLCALLS and ALLFORCE there is an option to use the Recording Delay to cut down on very short recordings and reduce system load.</QXZ>
campaigns-campaign_rec_filename	Campaign Rec Filename	<QXZ>This field allows you to customize the name of the recording when Campaign recording is ONDEMAND or ALLCALLS. The allowed variables are CAMPAIGN INGROUP CUSTPHONE FULLDATE TINYDATE EPOCH AGENT VENDORLEADCODE LEADID CALLID RECID. If your dialers have --POST recording processing enabled, you can also use POSTVLC POSTSP POSTARRD3 POSTSTATUS. These POST options will alter the recording file name after the call has been finished and will replace the post variable with the value from the default fields. The default is FULLDATE_AGENT and would look like this 20051020-103108_6666. Another example is CAMPAIGN_TINYDATE_CUSTPHONE which would look like this TESTCAMP_51020103108_3125551212. The resulting filename must be less than 90 characters in length.</QXZ>
campaigns-allcalls_delay	Recording Delay	<QXZ>For ALLCALLS and ALLFORCE recording only. This setting will delay the starting of the recording on all calls for the number of seconds specified in this field. Default is 0.</QXZ>
campaigns-routing_initiated_recordings	Routing Initiated Recording	<QXZ>This option, if enabled, allows you to have the call routing script for Outbound auto-dial 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 work with agent manual dialed calls only if the recording delay is also set to 0. Default is N for disabled.</QXZ>
campaigns-mute_recordings	Mute Recording Button	<QXZ>This option, if enabled, will make the MUTE RECORDING button appear on the agent screen below the existing recording button. If a recording is muted, it will record silence or pause the recording until the MUTE RECORDING button is clicked a second time. You should not mute recordings for more than 15 minutes at a time. Default is N for disabled.</QXZ>
campaigns-stereo_recording	Stereo Call Recordings	<QXZ>If set to anything but DISABLED, this will allow additional stereo recordings with the customer on one side and the agent on the other for calls placed from this campaign. If set to CUSTOMER_ONLY, the agent side will be silent. If set to CUSTOMER_MUTE, the customer side will be silent. If set to BOTH_CHANNELS, then all audio will be included. Default is DISABLED.</QXZ>
campaigns-stereo_recording_agent	Stereo Recording Agent Control	<QXZ>If Stereo Call Recordings is enabled, this setting will define if the agent has control over the Stereo Call Recordings, and if so, how much control they have. NEVER will disable stereo recording on the client. ONDEMAND 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 is the default and will start recording on the client whenever a call is sent to an agent giving the agent no option to stop recording. Default is ALLFORCE.</QXZ>
campaigns-stereo_rec_filename	Stereo Rec Filename	<QXZ>If Stereo Call Recordings is enabled, this will be the recording filename of the Stereo call recordings. This cannot be set the same as the Campaign Rec Filename. This field is required to be populated for Stereo Call Recording to work for calls placed from this campaign. The dynamic fields that can be used are the same as can be used in the Campaign Rec Filename. Default is S_FULLDATE_CUSTPHONE.</QXZ>
campaigns-stereo_parallel_recording	Parallel Stereo Recordings	<QXZ>if enabled, then every call will be recorded in its entirety, from when the agent receives it until it leaves the agent session. The options include: CUSTOMER-ONLY, CUSTOMER-MUTED and FULL-RECORDING. If Stereo Recording Agent Control is also enabled, that can itself also result in multiple recordings on a single call. Default is DISABLED.</QXZ>
campaigns-parallel_rec_xx_filename	Parallel Rec Filenames	<QXZ>If Parallel Stereo Recordings are enabled, then these optional fields can be used to customize the call recording filenames for each type of Parallel Stereo Call Recording. If these fields are not populated, then the system will default to use the Stereo Rec Filename with a prefix at the beginning of each filename for the type of Parallel Stereo Call Recording that has been used: CO for Customer-Only, CM for Customer-Muted and FR for Full-Recording. Default is blank for all 3 of these fields.</QXZ>
campaigns-recording_dtmf_muting	Recording DTMF Muting	<QXZ>NOT FUNCTIONAL, STILL IN DEVELOPMENT. If enabled, and Allow Recording DTMF Detection is also enabled, call recordings will be muted for this number of seconds after the first DTMF signal is detected while recording is active. Default is 0 for disabled.</QXZ>
campaigns-per_call_notes	Call Notes Per Call	<QXZ>Setting this option to ENABLED will allow agents to enter in notes for every call they handle in the agent interface. The notes entry field will appear below the Comments field in the agent interface. Also, if the Agent User Group is allowed to view Call Logs then the agent will be able to view past call notes for a lead at any time. Default is DISABLED.</QXZ>
campaigns-force_per_call_notes	Per Call Notes Required	<QXZ>If enabled, the agent will have to enter text into the Call Notes field on their agent screen in order to Hangup the Customer phone call. The CHARACTERS options will also enable this feature, but they will require a minimum number of characters to be entered to allow hangup. Default is DISABLED.</QXZ>
campaigns-comments_all_tabs	Comments All Tabs	<QXZ>Setting this option to ENABLED will display the Comments field on all tabs in the main agent screen. Default is DISABLED.</QXZ>
campaigns-comments_dispo_screen	Comments Dispo Screen	<QXZ>Setting this option to ENABLED will display the Comments field at the top of the agent disposition screen. If the REPLACE_CALL_NOTES option is selected, then the Comments field will replace the Call Notes field on the disposition screen if Per Call Notes is enabled. Default is DISABLED.</QXZ>
campaigns-comments_callback_screen	Comments Callback Screen	<QXZ>Setting this option to ENABLED will display the Comments field at the top of the callback scheduling screen. If the REPLACE_CB_NOTES option is selected, then the Comments field will replace the Callback Notes field on the callback scheduling screen. Default is DISABLED.</QXZ>
campaigns-qc_comment_history	QC Comments History	<QXZ>Setting this option to AUTO_OPEN will automatically open the QC comments history panel in the agent interface when a call goes to the agent screen that has QC comments. The MINIMIZE options will allow the QC Comment History panel to collapse to the bottom of the screen when you click to hide it instead of it disappearing completely. Default is CLICK.</QXZ>
campaigns-hide_call_log_info	Hide Call Log Info	<QXZ>Enabling this option will hide any call log or call count information when lead information is displayed on the agent screen. Using one of the SHOW options will show the last X number of calls to a lead in the call log section of the lead info view. Default is N.</QXZ>
campaigns-call_log_days	Call Log View Days	<QXZ>If the agent User Group allows for Call Log View, this option can restrict the call log view to a number of days in the past that can be viewed. Setting this field to -1 will completely disable Call Log View for all agents in this campaign. Default is 0 for no restrictions.</QXZ>
campaigns-agent_lead_search	Agent Lead Search	<QXZ>Setting this option to ENABLED will allow agents to search for leads and view lead information while paused in the agent interface. Also, if the Agent User Group is allowed to view Call Logs then the agent will be able to view past call notes for any lead that they are viewing information on. Default is DISABLED. LIVE_CALL_INBOUND will allow search for a lead while on an inbound call only. LIVE_CALL_INBOUND_AND_MANUAL will allow search for a lead while on an inbound call or while paused. When Lead Search is used on a live inbound call, the lead of the call when it went to the agent will be changed to a status of LSMERG, and the logs for the call will be modified to link to the agent selected lead instead.</QXZ>
campaigns-agent_lead_search_method	Agent Lead Search Method	<QXZ>If Agent Lead Search is enabled, this setting defines where the agent will be allowed to search for leads. SYSTEM will search the entire system, CAMPAIGNLISTS will search inside all of the active lists within the campaign, CAMPLISTS_ALL will search inside all of the active and inactive lists within the campaign, LIST will search only within the Manual Dial List ID as defined in the campaign. Default is CAMPLISTS_ALL. One of these options with USER_ in front will only search within leads that have the owner field matching the user ID of the agent, the options with GROUP_ in front will only search within leads that have the owner field matching the user group that the user is a member of, the options with TERRITORY_ in front will only search within leads that have the owner field matching the territories that the agent has selected.</QXZ>
campaigns-agent_search_ingroup_list	Agent Search In-Group List Restrict	<QXZ>If this setting is enabled, and if the agent receives an inbound call, and if the In-Group for that inbound call has the Agent Screen Search List Restrict option enabled, then this will restrict the Agent Lead Search results to only leads in that specific list for that call. The ENABLED_OVERRIDE option will override the existing Agent Lead Search Method and replace it with the List ID restriction only, if applicable. Default is DISABLED.</QXZ>
campaigns-campaign_script	Campaign Script	<QXZ>This menu allows you to choose the script that will appear on the agents screen for this campaign. Select NONE to show no script for this campaign.</QXZ>
campaigns-clear_script	Clear Script	<QXZ>This option if enabled will clear the agent SCRIPT tab after a call has been dispositioned by the agent. Default is DISABLED.</QXZ>
campaigns-user_group_script	User Group Script Override	<QXZ>Enabling this setting will allow the User Group setting for a selected Script to override all other script settings for the agent that are set at the Campaign, List or In-Group levels. If no Script is set at the User Group level, then it will be ignored. Default is DISABLED.</QXZ>
campaigns-script_tab_frame_size	Script Tab Frame Location	<QXZ>This option will allow you to specify additional changes to how the Script tabs appear on the agent screen. The LEFT_EDGE option will have the Script tabs go to the left edge of the agent screen, covering the buttons on that side. Default is DEFAULT.</QXZ>
campaigns-script_tab_height	Script Tab Height Override	<QXZ>This option will allow you to specify the height of the SCRIPT tab contents in the agent screen, in pixels. Only valid numbers between 331 and 3000 will be allowed. This setting will also affect the SCRIPT2, FORM, EMAIL and CHAT tabs. Default is 0 for disabled.</QXZ>
campaigns-clear_form	Clear Form Tab	<QXZ>If Custom List Fields is enabled, this option can clear the agent FORM tab after a call has been dispositioned by the agent. The ACKNOWLEDGE option will show a message that the form data has been submitted, but will not show any of the data itself. Default is ACKNOWLEDGE.</QXZ>
campaigns-get_call_launch	Get Call Launch	<QXZ>This menu allows you to choose whether you want to auto-launch the web-form page in a separate window, auto-switch to the SCRIPT, EMAIL, or CHAT tab ,emails and chats must be allowed to have those options available, or do nothing when a call is sent to the agent for this campaign. If custom list fields are enabled on your system, FORM will open the FORM tab upon connection of a call to an agent. If the PREVIEW option is included, then the launch will happen if a lead is being previewed.</QXZ>
campaigns-browser_alert_sound	Agent Browser Call Alert Sound	<QXZ>This is the sound that will be played in the web browser that the agent is logged into the agent screen with when a call arrives into the agent session. Default is ---NONE--- for no sound.</QXZ>
campaigns-xferconf_a_dtmf	Xfer-Conf DTMF	<QXZ>These fields allow for you to have two sets of Transfer Conference and DTMF presets. When the call or campaign is loaded, the agent screen will show two buttons on the transfer-conference frame and auto-populate the number-to-dial and the send-dtmf fields when pressed. If you want to allow Consultative Transfers, a fronter to a closer, have the agent use the CONSULTATIVE checkbox, which does not work for third party non-agent consultative calls. For those just have the agent click the Dial With Customer button. Then the agent can just LEAVE-3WAY-CALL and move on to their next call. If you want to allow Blind transfers of customers to an AGI script for logging or an IVR, then place AXFER in the number-to-dial field. You can also specify a custom extension after the AXFER, for instance if you want to do a call to a special IVR you have set to extension 83900 you would put AXFER83900 in the number-to-dial field.</QXZ>
campaigns-prepopulate_transfer_preset	PrePopulate Transfer Preset	<QXZ>This option will fill in the Number to Dial field in the Transfer Conference frame of the agent screen if defined. Default is N for disabled.</QXZ>
campaigns-enable_xfer_presets	Enable Transfer Presets	<QXZ>This option will enable the Presets sub menu to appear at the top of the Campaign Modification page, and also you will have the ability to specify Preset dialing numbers for Agents to use in the Transfer-Conference frame of the agent interface. Default is DISABLED. CONTACTS is an option only if contact_information is enabled on your system, that is a custom feature. STAGING will allow you to configure Presets without having them available in the agent screen.</QXZ>
campaigns-hide_xfer_number_to_dial	Hide Transfer Number to Dial	<QXZ>This option will hide the Number to Dial field in the Transfer-Conference frame of the agent interface. Default is DISABLED.</QXZ>
campaigns-quick_transfer_button	Quick Transfer Button	<QXZ>This option will add a Quick Transfer button to the agent screen below the Transfer-Conf button that will allow one click blind transferring of calls to the selected In-Group or number. IN_GROUP will send calls to the Default Xfer Group for this Campaign, or In-Group if there was an inbound call. The PRESET options will send the calls to the preset selected. Default is N for disabled. The LOCKED options are used to lock the value to the Quick Transfer Button even if the agent uses the transfer conference features during a call before using the Quick Transfer Button.</QXZ>
campaigns-transfer_button_launch	Transfer-Conf Button Launch	<QXZ>This feature allows you to have a Webform or agent screen tab trigger when the Transfer Conf button on the agent screen is clicked. Default is NONE.</QXZ>
campaigns-transfer_no_dispo	Transfer No Dispo	<QXZ>This option will allow an agent to transfer a call to an external number, Local Closer or Leave 3-Way without having the Disposition screen pop up on their screen. Default is DISABLED. WARNING: We do not recommend enabling this option if calls are transferred to other agents, since it can result in data inconsistencies.</QXZ>
campaigns-custom_3way_button_transfer	Custom 3-Way Button Transfer	<QXZ>This option will add a Custom Transfer button to the agent screen below the Transfer-Conf button that will allow one click three way calls using the selected preset or field. The PRESET_ options will place calls using the defined preset value. The FIELD_ options will place calls using the number in the selected field from the lead. DISABLED will not show the button on the agent screen. The PARK_ options will park the customer before dialing. Default is DISABLED. The VIEW_PRESET option will simply open the transfer frame and the preset frame. The VIEW_CONTACTS option will open a contacts search window, this will only work if Enable Presets is set to CONTACTS.</QXZ>
campaigns-three_way_call_cid	3-Way Call Outbound CallerID	<QXZ>This defines what is sent out as the outbound callerID number from 3-way calls placed by the agent, CAMPAIGN uses the custom campaign callerID, CUSTOMER uses the number of the customer that is active on the agents screen and AGENT_PHONE uses the callerID for the phone that the agent is logged into. AGENT_CHOOSE allows the agent to choose which callerID to use for 3-way calls from a list of choices. CUSTOM_CID will use the Custom CID that is defined in the security_phrase field of the list table for the lead.</QXZ>
campaigns-three_way_dial_prefix	3-Way Call Dial Prefix	<QXZ>This defines what is used as the dial prefix for 3-way calls, default is empty so the campaign dial prefix is used, passthru so you can hear ringing is 88.</QXZ>
campaigns-three_way_volume_buttons	3-Way Volume Buttons	<QXZ>This option allows you to enable or disable the volume up, down and mute buttons in the LIVE CALLS IN YOUR SESSION panel when the agent is on a 3-way call. Default is ENABLED.</QXZ>
campaigns-customer_3way_hangup_logging	Customer 3-Way Hangup Logging	<QXZ>If this option is ENABLED the user_call_log will log when a customer hangup up if they hang up during a 3-way call. Also, this can allow for the Customer 3-way hangup action if one is defined below. Default is ENABLED.</QXZ>
campaigns-customer_3way_hangup_seconds	Customer 3-Way Hangup Seconds	<QXZ>If Customer 3-way logging is enabled, this option allows you to define the number of seconds after the customer hangup is detected before it is actually logged and the optional customer 3-way hangup action is executed. Default is 5 seconds.</QXZ>
campaigns-customer_3way_hangup_action	Customer 3-Way Hangup Action	<QXZ>If Customer 3-way logging is enabled, this option allows you to have the agent screen automatically hang up on the call and go to the DISPO screen if this option is set to DISPO. Default is NONE.</QXZ>
campaigns-three_way_record_stop	3-Way Recording Stop	<QXZ>If this option is enabled, recording of the session will stop when an agent clicks on the DIAL WITH CUSTOMER or PARK CUSTOMER DIAL transfer buttons. Default is N for disabled.</QXZ>
campaigns-three_way_record_stop_exception	3-Way Recording Stop Exception	<QXZ>If not set to DISABLED, this setting allows you to exempt the 3-Way Recording Stop feature above for a set list of phone numbers, that you define in a PHONE_NUMBERS type of Settings Container. If 3-Way Recording Stop is set to -N-, then 3-way calls to the number in this list will have recordings stopped when the 3-way call is started. If 3-Way Recording Stop is set to -Y-, then 3-way calls to the number in this list will not have recordings stopped when the 3-way call is started. Default is DISABLED. If you use this feature, it is important that the settings container for it does not have any carriage returns, newlines or blank lines at the bottom of the Container Entry, or this feature may not work properly.</QXZ>
campaigns-leave_3way_start_recording	Leave 3-Way Start Recording	<QXZ>If this option is enabled, a recording will be started when the agent clicks the LEAVE 3WAY button while in a 3-way call with a customer, and the recording will continue after the agent has left the call. The ALL_BUT_EXCEPTIONS option will enable this feature for all 3-way calls except for calls to the phone numbers in the below Exception List of phone numbers. The ONLY_EXCEPTIONS option will disable this feature for all 3-way calls except for calls to the phone numbers in the below Exception List of phone numbers. Default is DISABLED. WARNING, this may result in these call recordings having several extra minutes of silence at the end of the recordings, after the customer and 3way call have hung up, unless your System Administrator enables the --cu3way and --no-vc-3way-check options on your dialers.</QXZ>
campaigns-leave_3way_start_recording_exception	Leave 3-Way Start Recording Exception	<QXZ>If the Leave 3-Way Start Recording feature above is enabled with one of the EXCEPTIONS options, this will be a Settings Container of phone numbers, one per line, for 3way call phone numbers. Must be a Settings Container of the type PHONE_NUMBERS to be available as an option on this menu. Default is DISABLED.</QXZ>
campaigns-leave_3way_stop_recording	Leave 3-Way Stop Recording	<QXZ>If enabled, this option will stop the agent call recording if the agent clicks the LEAVE 3WAY CALL button. This option will override any other agent recording options. Default is DISABLED.</QXZ>
campaigns-hangup_xfer_record_start	Hangup Xfer Recording Start	<QXZ>If this option is enabled, recording of the session will start when the agent clicks on the HANGUP XFER button in the transfer conference section. Default is N for disabled.</QXZ>
campaigns-ivr_park_call	Park Call IVR	<QXZ>This option will allow an agent to park a call with a separate IVR PARK CALL button on their agent interface if this is ENABLED or ENABLED_PARK_ONLY. The ENABLED_PARK_ONLY option will allow the agent to send the call to park but not click to retrieve the call like the ENABLED option. The ENABLED_BUTTON_HIDDEN option allows the function through the API only. Default is DISABLED. This feature requires Asterisk 1.8 or higher to work.</QXZ>
campaigns-ivr_park_call_agi	Park Call IVR AGI	<QXZ>If the Park Call IVR field is not DISABLED, then this field is used as the AGI application string that the customer is sent to. This is a setting that should be set by your administrator if possible. This feature requires Asterisk 1.8 or higher to work.</QXZ>
campaigns-timer_action	Timer Action	<QXZ>This feature allows you to trigger actions after a certain amount of time. the D1 and D2 DIAL options will launch a call to the Transfer Conference Number presets and send them to the agent session, this is usually used for simple IVR validation AGI applications or just to play a pre-recorded message. WEBFORM will open the web form address. MESSAGE_ONLY will simply display the message that is in the field below. NONE will disable this feature and is the default. HANGUP will hang up the call when the timer is triggered, CALLMENU will send the call to the Call Menu specified in the Timer Action Destination field, EXTENSION will send the call to the Extension that is specified in the Timer Action Destination field, IN_GROUP will send the call to the In-Group specified in the Timer Action Destination field.</QXZ>
campaigns-timer_action_message	Timer Action Message	<QXZ>This is the message that appears on the agent screen at the time the Timer Action is triggered.</QXZ>
campaigns-timer_action_seconds	Timer Action Seconds	<QXZ>This is the amount of time after the call is connected to the customer that the Timer Action is triggered. Default is -1 which is also inactive.</QXZ>
campaigns-timer_action_destination	Timer Action Destination	<QXZ>This field is where you specify the Call Menu, Extension or In-Group that you want the call sent to if the Time Action is set to CALLMENU, EXTENSION or IN_GROUP. Default is empty.</QXZ>
campaigns-scheduled_callbacks	Scheduled Callbacks	<QXZ>This option allows an agent to disposition a call as CALLBK and choose the data and time at which the lead will be re-activated.</QXZ>
campaigns-scheduled_callbacks_alert	Scheduled Callbacks Alert	<QXZ>This option allows the callbacks status line in the agent interface to be red, blink or blink red when there are AGENTONLY scheduled callbacks that have hit their trigger time and date. Default is NONE for standard status line. The DEFER options will stop blinking and-or displaying in red when you check the callbacks, until the number of callbacks changes.</QXZ>
campaigns-scheduled_callbacks_email_alert	Send Callbacks Email	<QXZ>This option will cause the dialer to attempt to send an email notification to the owner of a USERONLY scheduled callback when the callback time arrives.  In order for this to work, the owner must have a valid email address on their user profile, and the system must have a settings container named AGENT_CALLBACK_EMAIL in the Settings Container section of the admin portal.  That container must also define the following variables for the email to be sent properly: email_from - the email address the notification shows as coming from, email_subject - the subject shown on the email, and email_body_begin which when declared will treat all text between it and the string email_body_end as the body of the email.  Values from the lead ,the vicidial_list table, can be included using the same --A-- --B-- declaration style used in the scripts feature. These emails are only sent when the agent is logged into the agent screen.</QXZ>
campaigns-scheduled_callbacks_count	Scheduled Callbacks Count	<QXZ>These options allows you to limit the viewable callbacks in the agent callback alert section on the agent screen, to only LIVE callbacks.  LIVE callbacks are user-only scheduled callbacks that have hit their trigger date and time. ACTIVE call backs are user-only callbacks that are active in the system but have not yet triggered.  You can view both ACTIVE and LIVE callbacks by selecting ALL_ACTIVE.  Default is ALL_ACTIVE.</QXZ>
campaigns-callback_days_limit	Scheduled Callbacks Days Limit	<QXZ>This option allows you to reduce the agent scheduled callbacks calendar to a selectable number of days from today, the full 12 month calendar will still be displayed, but only the set number of days will be selectable. Default is 0 for unlimited.</QXZ>
campaigns-callback_hours_block	Scheduled Callbacks Hours Block	<QXZ>This option allows you to restrict a USERONLY scheduled callback from being displayed on the agent callback list until X hours after it has been set. Default is 0 for no block.</QXZ>
campaigns-callback_list_calltime	Scheduled Callbacks Calltime Block	<QXZ>This option if enabled will prevent the scheduled callback in the agent callback list from being dialed if it is outside of the scheduled calltime for the campaign. Default is DISABLED.</QXZ>
campaigns-callback_active_limit	Scheduled Callbacks Active Limit	<QXZ>This option if enabled will limit an agent to this number of active or live user-only callbacks. If the limit is reached, the agent will not be able to select the My Callback checkbox when setting a callback for a lead. Default is 0 for disabled.</QXZ>
campaigns-callback_active_limit_override	Scheduled Callbacks Active Limit Override	<QXZ>Enabling this option will allow the Custom User 3 field to override the Scheduled Callbacks Active Limit. Default is N for disabled.</QXZ>
campaigns-callback_display_days	Scheduled Callbacks Display Days	<QXZ>Enabling this option will restrict the scheduled callbacks listings on the agent screen to showing only callbacks set to trigger a number of days from today. The -day- is a standard calendar day, so if this is set to 1, only the current callbacks for today until midnight will be displayed. Default is 0 for disabled.</QXZ>
campaigns-callback_dnc	Anyone Callbacks DNC Filter	<QXZ>This option if enabled will check the ANYONE scheduled callbacks phone numbers against the DNC options that are enabled for this campaign before they are put into the hopper to be dialed. Default is DISABLED. This setting does not affect USERONLY scheduled callbacks. If you want to filter those for DNC phone numbers, you should use the Manual Dial Filter settings.</QXZ>
campaigns-my_callback_option	My Callbacks Checkbox Default	<QXZ>This option allows you to pre-set the My Callback checkbox on the agent scheduled callback screen. CHECKED will check the checkbox automatically for every call. Default is UNCHECKED.</QXZ>
campaigns-show_previous_callback	Show Previous Callback	<QXZ>This option if enabled will show on the agent screen with a separate yellow panel information about the previously set callback that the agent has up on their screen. Disabling this option will not show that panel. Default is ENABLED.</QXZ>
campaigns-callback_useronly_move_minutes	Scheduled Callbacks Useronly Move Minutes	<QXZ>This option if set to a number greater than 0, will change all USERONLY Scheduled Callbacks that are X minutes after their callback time to ANYONE callbacks. This process runs every minute. Default is 0 for disabled.</QXZ>
campaigns-next_dial_my_callbacks	Next-Dial My Callbacks	<QXZ>This option only works for MANUAL and INBOUND_MAN dial methods, and also only if No Hopper Dialing is enabled. This feature will look for Scheduled Callbacks that have triggered for the agent and dial them next when the agent clicks on the Dial Next Number button on their agent screen. There is a per-user override option for this setting as well. Default is DISABLED.</QXZ>
campaigns-scheduled_callbacks_force_dial	Scheduled Callbacks Force Dial	<QXZ>This feature will force an agent to a paused state and block out their screen with the next triggered USERONLY scheduled callback to be called. The agent's only option will be to dial this callback, although they are able to look at lead info before they do that. If there are multiple triggered scheduled callbacks for the agent, they all must be called before the agent can move on to handling other items. This feature will not pay attention to the Call Time that is set for the campaign, so these calls may be dialed outside of the set call time. The agent must be able to place manual dial calls for this feature to work. Default is N for disabled.</QXZ>
campaigns-scheduled_callbacks_timezones_container	Scheduled Callbacks Local Timezones	<QXZ>This feature allows agents to set scheduled callbacks with a customer local time and timezone. If set to something other than ---DISABLED---, the selected TIMEZONE_LIST type of Settings Container will be used to display a list of time zones in the Scheduled Callback panel of the agent screen that would be used to set the scheduled callback by one of those local times. A TIMEZONE_LIST type of Settings Container would need to be created that will contain one timezone per line with each line containing the 3-letter Country Code, the TimeZone Code, a Y or N for whether Daylight Saving Time is observed in that zone, and a short description of the time zone as you want it to appear to the agents. For example, for the Eastern United States time zone, you could put -USA,EST,Y,Eastern Time Zone-, without the dashes. To see a list of the available time zone combinations on your system, go to the Admin, System Settings page and click on the -Phone Codes- link on that page. Default is DISABLED, and the scheduled callbacks screen will use the agent server time to set callbacks.</QXZ>
campaigns-scheduled_callbacks_auto_reschedule	Scheduled Callbacks Auto Reschedule	<QXZ>This feature only affects ANYONE scheduled callbacks. If DAY_1 is used, it will automatically reschedule lead lead to be called back on the next calling day at the same time they were called if the resulting disposition of the call was not a Human Answer -Y- status. The next calling day is determined by the Call Time that is set for the campaign. In the case of DAY_1, if tomorrow is not an allowed calling day, the system will look at the next day and then the next day until it finds the next allowable calling day to set the ANYONE scheduled callback for. There are up to 6 DAY options, then there are up to 3 WEEK options, then there are up to 6 MONTH options. Default is DISABLED.</QXZ>
campaigns-wrapup_seconds	Wrap Up Seconds	<QXZ>The number of seconds to force an agent to wait before allowing them to receive or dial another call. The timer begins as soon as an agent hangs up on their customer - or in the case of alternate number dialing when the agent finishes the lead - Default is 0 seconds. If the timer runs out before the agent has dispositioned the call, the agent still will NOT move on to the next call until they select a disposition.</QXZ>
campaigns-wrapup_message	Wrap Up Message	<QXZ>This is a campaign-specific message to be displayed on the wrap up screen if wrap up seconds is set. You can use a Script in the system if you use the script id with WUSCRIPT in front of it, so if you wanted to use a script called agent_script, then you would put WUSCRIPTagent_script in this field.</QXZ>
campaigns-wrapup_bypass	Wrap Up Bypass	<QXZ>If set to ENABLED then the agent will be able to click a link to stop the Wrap Up timer before the time is completed. Default is ENABLED.</QXZ>
campaigns-wrapup_after_hotkey	Wrap Up After Hotkey	<QXZ>If set to ENABLED and the campaign has hotkeys configured and the agent terminates a call with a hotkey, then the wrap up settings will be used after that call. Default is DISABLED.</QXZ>
campaigns-agent_hangup_route	Agent Call Hangup Route	<QXZ>This setting will determine what happens when the agent clicks on the Hangup Customer button on the agent screen. HANGUP will hang up the call, MESSAGE will play an audio file to the customer then hang up the call, EXTENSION will blind-transfer the call to the defined dialplan extension, IN_GROUP will blind-transfer the call to the defined inbound Group, CALLMENU will blind-transfer the call to the defined Call Menu. Default is HANGUP.</QXZ>
campaigns-agent_hangup_value	Agent Call Hangup Value	<QXZ>If the Agent Call Hangup Route above is set to MESSAGE, EXTENSION, IN_GROUP or CALLMENU, then this is the value of the selected route that the call will be sent to. If the Agent Call Hangup Route above is set to anything but HANGUP, then this value is required to be populated with a valid option for this function to work properly. Default is blank.</QXZ>
campaigns-agent_hangup_ig_override	Agent Hangup In-Group Override	<QXZ>This option, if enabled, will override any post-call survey options that may be enabled in the In-Groups for calls that go to agents in this campaign. Default is N for disabled.</QXZ>
campaigns-agent_hide_hangup	Hide Customer Hangup Button	<QXZ>This setting will hide the agent screen Hangup Customer button, and the Transfer Conference frame Hangup Both button, for agents logging in to this campaign. This option should only be used if the campaign is using a custom application to hang up customer phone calls through the Agent API. Default is N for disabled.</QXZ>
campaigns-disable_dispo_screen	Disable Dispo Screen	<QXZ>This option allows you to disable the disposition screen in the agent interface. The Disable Dispo Status field below must be filled in for this option to work. Default is DISPO_ENABLED. The DISPO_SELECT_DISABLED option will not disable the dispo screen completely, but will display the dispo screen without any dispositions, this option should only be used if you want to force your agents to use your CRM software which will send the status to the system through the API.</QXZ>
campaigns-disable_dispo_status	Disable Dispo Status	<QXZ>If the Disable Dispo Screen option is set to DISPO_DISABLED, then this field must be filled in. You can use any disposition you want for this field as long as it is 1 to 6 characters in length with only letters and numbers.</QXZ>
campaigns-dead_trigger_action	Dead Call Trigger Action	<QXZ>If you want to trigger an audio message to an agent or send a back-end URL request when an agent has been in a dead call for a set number of seconds, you can enable that here. Default is DISABLED.</QXZ>
campaigns-dead_trigger_seconds	Dead Call Trigger Seconds	<QXZ>If this is set to a number greater than 0, and the Dead Call Trigger Action is not DISABLED, this is the number of seconds an agent is in a dead call that will trigger the Action selected above. Default is 0.</QXZ>
campaigns-dead_trigger_repeat	Dead Call Trigger Repeat	<QXZ>If you want the Dead Call Trigger Action to repeat after the set number of seconds, you can enable that in this setting. Default is NO.</QXZ>
campaigns-dead_trigger_filename	Dead Call Trigger Audio	<QXZ>If the Dead Call Trigger Action is set to use AUDIO, this is where you specify the audio file to be played to the agent when the dead call seconds trigger time has been reached.</QXZ>
campaigns-dead_trigger_url	Dead Call Trigger URL	<QXZ>If the Dead Call Trigger Action is set to use URL, this is where you specify the URL to be requested on the back-end when the dead call seconds trigger time has been reached.</QXZ>
campaigns-dead_max	Dead Call Max Seconds	<QXZ>If this is set to greater than 0, after a customer hangs up and the agent has not clicked on the Hangup Customer button in this number of seconds, the call will automatically be hung up, the status below will be set and the agent will be paused. Default is 0 for disabled.</QXZ>
campaigns-dead_max_dispo	Dead Call Max Status	<QXZ>If Dead Call Max Seconds is enabled, this is the status set for the call when the agent dead call is not hung up past the number of seconds set above. Default is DCMX.</QXZ>
campaigns-dead_to_dispo	Dead Call to Dispo Only	<QXZ>If Dead Call Max Seconds is set greater than 0, this option can be enabled if you want to send the agent to the dispo screen after a dead call without automatically dispositioning it. Default is DISABLED.</QXZ>
campaigns-dead_stop_recording	Dead Call Stop Recording	<QXZ>If this option is enabled, then if a call is being recorded and the customer hangs up, the recording will be automatically stopped. This feature can override an ALLFORCE call recording setting to stop a recording. If the OUTBOUND_ONLY option is used, it will only effect outbound auto-dial and manual calls. If the INBOUND_ONLY option is used, it will only effect inbound calls. If the AUTODIAL_ONLY option is used it will only effect auto-dialed calls. If the MANUAL_ONLY option is used it will only affect manual outbound calls. Note, If your agents have frequent connection issues, that can result in false hangup detection problems, so in those cases we do not recommend using this feature. Default is DISABLED.</QXZ>
campaigns-dispo_max	Dispo Call Max Seconds	<QXZ>If this is set to greater than 0, and the agent has not selected a disposition status in this number of seconds, the call will automatically be set to the status below and the agent will be paused. Default is 0 for disabled.</QXZ>
campaigns-dispo_max_dispo	Dispo Call Max Status	<QXZ>If Dispo Call Max Seconds is enabled, this is the status set for the call when the agent has not selected a status past the number of seconds set above. Default is DISMX.</QXZ>
campaigns-pause_max	Agent Pause Max Seconds	<QXZ>If this is set to greater than 0, and the agent has not gone out of PAUSED status in this number of seconds, the agent will automatically be logged out of the agent screen. Default is 0 for disabled.</QXZ>
campaigns-pause_max_dispo	Agent Pause Max Status	<QXZ>If Agent Pause Max Seconds is enabled, this is the status set for the call when the agent has not selected a status past the number of seconds set above. This situation can happen when manual alt dial is enabled and the agent has not finished the lead they are on. Default is PAUSMX.</QXZ>
campaigns-pause_max_exceptions	Agent Pause Max Exceptions	<QXZ>This setting will allow you to define a set of Pause Codes that do not trigger the Agent Pause Max Seconds feature if it is active if the agent has selected one of them as their current pause code. These pause codes must be defined within a Settings Container of the PAUSE_CODES_LIST type with one pause code per line. Default is blank for disabled.</QXZ>
campaigns-pause_max_url	Pause Max URL	<QXZ>If Agent Pause Max Seconds is enabled and triggered in the agent screen, then this URL will be requested from the back-end of the webserver. Default is blank for inactive.</QXZ>
campaigns-ready_max_logout	Agent Ready Max Seconds Logout	<QXZ>If this is set to greater than 0, and the agent has not gone out of READY or CLOSER status in this number of seconds, the agent will automatically be logged out of the agent screen. Default is 0 for disabled.</QXZ>
campaigns-in_man_dial_next_ready_seconds	Inbound Manual Dial Agent Forced Ready Seconds	<QXZ>If the Dial Method is set to INBOUND_MAN, and this setting is set to a number greater than 0, this will be the number of seconds the agent has to be in the READY state, able to take an inbound call, before the DIAL NEXT NUMBER agent screen button can be clicked each time. Default is 0, for disabled.</QXZ>
campaigns-in_man_dial_next_ready_seconds_override	InMan Agent Forced Ready Override Container	<QXZ>If the Inbound Manual Dial Agent Forced Ready Seconds setting above is active, this setting will allow you to override that setting based upon the day-of-the-week and the time-of-day. In a WEEKDAY_TIMERANGE_SECONDS Settings Container you can set multiple lines of overrides, one per line, for this Campaign using the following format with each field separated by commas,<br>day-of-week,start-time,end-time,inman-force-ready-seconds-override<br>The <U>day-of-week</U> can be a single day, MONDAY, TUESDAY, WEDNESDAY, THURSDAY, FRIDAY, SATURDAY, SUNDAY or it can be set to ALLDAYS for all 7 days a week.<br>The <U>start-time</U> and <U>end-time</U> both need to each be set to a four-digit time, based on 24-hour time, such as 1700 for 5:00pm server time.<br>The <U>inman-force-ready-seconds-override</U> needs to be a number of seconds.<br>For example, if you have a line like the following,<br>MONDAY,0900,0930,30<br>Then on Mondays only from 9:00am to 9:30am, the Agent Forced Ready Seconds will be 30 seconds instead of what it is set to in the Campaign Agent Forced Ready Seconds setting.<br>NOTE, if there is more than one entry that will match the day and time, the last one in the settings container will be the one that is used.<br>Here is an example WEEKDAY_TIMERANGE_SECONDS Settings Container entry,<br><br>;day-of-week,start-time,end-time,inman-force-ready-seconds-override<br>ALLDAYS,1200,1300,30<br>MONDAY,0900,0930,20<br>FRIDAY,1515,1700,60<br>FRIDAY,1725,1730,5</QXZ>
campaigns-max_logged_in_agents	Max Logged-In Agents	<QXZ>This setting allows you to set a maximum number of agents that can be logged into this campaign at any time. Default is 0 for the limit being disabled.</QXZ>
campaigns-customer_gone_seconds	Customer Gone Warning Seconds	<QXZ>This setting controls the number of seconds after a customer hangs up before a warning that the customer has hung up will appear on the agent screen. Default is 30.</QXZ>
campaigns-sip_event_logging	SIP Event Actions	<QXZ>SIP Event Logging Actions allows you to select a SIP_EVENT_ACTIONS Settings Container that contains all of the rules that you want followed for calls based upon different SIP Event Log triggers. Default is DISABLED.</QXZ>
campaigns-screen_labels	Agent Screen Labels	<QXZ>You can select a set of agent screen labels to use with this option. Default is --SYSTEM-SETTINGS-- for the default labels.</QXZ>
campaigns-allow_required_fields	Allow Required Fields	<QXZ>Must be enabled for required fields as defined in screen labels to work. Once a field is designated as required, the agent will not be allowed to hang up a lead until there is something filled in within that field, this will affect all calls the agent receives or places. Default is N for disabled.</QXZ>
campaigns-status_display_fields	Status Display Fields	<QXZ>You can select which variables for calls will be displayed in the status line of the agent screen. CALLID will display the 20 character unique call ID, LEADID will display the system lead ID, LISTID will display the list ID, NAME will display the customer name. Default is CALLID.</QXZ>
campaigns-status_display_ingroup	Status Display In-Group	<QXZ>This option if set to ENABLED will display the In-Group name in the agent screen when an inbound call is sent to the agent. Default is ENABLED.</QXZ>
campaigns-state_descriptions	State Descriptions Banner	<QXZ>If this option is set to a valid STATE_DESCRIPTIONS container type, then a banner will be displayed in the agent screen below the current call status banner near the top of the screen when a call is delivered to the agent. This field uses the lead -state- field value. You can use any HTML-safe color for these. If the state is blank, you can set a blank value in the container to set a description for them. The Default is DISABLED. The STATE_DESCRIPTIONS container entry should have one state per line with 3 fields on every line separated by a commas: State,Color,Description. For example:<br>FL,Yellow,Florida Sunshine<br>GA,PeachPuff,Georgia Peaches<BR>WI,Orange,Wisconsin Cheeses</QXZ>
campaigns-agent_display_fields	Agent Display Fields	<QXZ>This option allows you to display hidden fields as read-only in the agent screen. Available fields are entry_date, source_id, date_of_birth, rank, owner, last_local_call_time. Default is blank.</QXZ>
campaigns-agent_screen_time_display	Agent Screen Time Display	<QXZ>This option allows you to display a link on the agent screen that when clicked will open a frame showing the agent their time statistics for the day. There are several options that will determine what information is displayed. If RANGE is in the option, it will allow the agent to select a date range to see stats from. If EXTENDED is in the option, it will show additional columns and separate the time by campaign. Default is DISABLED.</QXZ>
campaigns-use_internal_dnc	Use Internal DNC List	<QXZ>This defines whether this campaign is to filter leads against the Internal DNC list. If it is set to Y, the hopper will look for each phone number in the DNC list before placing it in the hopper. If it is in the DNC list then it will change that lead status to DNCL so it cannot be dialed. Default is N. The AREACODE option is just like the Y option, except it is used to also filter out an entire area code in North America from being dialed, in this case using the 201XXXXXXX entry in the DNC list would block all calls to the 201 areacode if enabled.</QXZ>
campaigns-use_campaign_dnc	Use Campaign DNC List	<QXZ>This defines whether this campaign is to filter leads against a DNC list that is specific to that campaign only. If it is set to Y, the hopper will look for each phone number in the campaign-specific DNC list before placing it in the hopper. If it is in the campaign-specific DNC list then it will change that lead status to DNCC so it cannot be dialed. Default is N. The AREACODE option is just like the Y option, except it is used to also filter out an entire area code in North America from being dialed, in this case using the 201XXXXXXX entry in the DNC list would block all calls to the 201 areacode if enabled.</QXZ>
campaigns-use_other_campaign_dnc	Other Campaign DNC	<QXZ>If the option Use Campaign DNC List is enabled, this option can allow you to use a different campaign DNC list, just put the Campaign ID of the other campaign in this field. If you use this option, the original campaign DNC list will no longer be checked, only the OTHER campaign DNC list will be used. This does not affect use of the Internal System DNC list. Default is EMPTY.</QXZ>
campaigns-closer_campaigns	Allowed Inbound Groups	<QXZ>For CLOSER campaigns only. Here is where you select the inbound groups you want agents in this CLOSER campaign to be able to take calls from. It is important for BLENDED inbound-outbound campaigns only to select the inbound groups that are used for agents in this campaign. The calls coming into the inbound groups selected here will be counted as active calls for a blended campaign even if all agents in the campaign are not logged in to receive calls from all of those selected inbound groups.</QXZ>
campaigns-agent_pause_codes_active	Agent Pause Codes Active	<QXZ>Allows agents to select a pause code when they click on the PAUSE button in the agent screen. Pause codes are definable per campaign at the bottom of the campaign view detail screen and they are stored in the agent_log table. Default is N. FORCE will force the agents to choose a PAUSE code if they click on the PAUSE button.</QXZ>
campaigns-auto_pause_precall	Auto Pause Pre-Call Work	<QXZ>In auto-dial mode, this setting if enabled will set the agent to paused automatically when the agent clicks on any of the following functions that requires them to be paused- Manual Dial, Fast Dial, Lead Search, Call Log View, Callbacks Check, Enter Pause Code. Default is N for inactive.</QXZ>
campaigns-auto_resume_precall	Auto Resume Pre-Call Work	<QXZ>In auto-dial mode, this setting if enabled will set the agent to active automatically when the agent clicks out of, or cancels, on any of the following functions that requires them to be paused- Manual Dial, Fast Dial, Lead Search, Call Log View, Callbacks Check, Enter Pause Code. Default is N for inactive.</QXZ>
campaigns-auto_pause_precall_code	Auto Pause Pre-Call Code	<QXZ>If the Auto Pause Pre-Call Work function above is active, and Agent Pause Codes is active, this setting will be the pause code that is used when the agent is paused for these activities. Default is PRECAL.</QXZ>
campaigns-disable_alter_custdata	Disable Alter Customer Data	<QXZ>If set to Y, does not change any of the customer data record when an agent dispositions the call. Default is N.</QXZ>
campaigns-disable_alter_custphone	Disable Alter Customer Phone	<QXZ>If set to Y, does not change the customer phone number when an agent dispositions the call. Default is Y. Use the HIDE option to completely remove the customer phone number from the agent display.</QXZ>
campaigns-display_queue_count	Agent Display Queue Count	<QXZ>If set to Y, when a customer is waiting for an agent, the Queue Calls display at the top of the agent screen will turn red and show the number of waiting calls. Default is Y.</QXZ>
campaigns-manual_dial_override	Manual Dial Override	<QXZ>The setting can override the Users setting for manual dial ability for agents when they are logged into this campaign. NONE will follow the Users setting, ALLOW_ALL will allow any agent logged into this campaign to place manual dial calls, DISABLE_ALL will not allow anyone logged into this campaign to place manual dial calls. Default is NONE.</QXZ>
campaigns-manual_dial_override_field	Manual Dial Override Field	<QXZ>The setting if set to ENABLED will show the Manual Dial Override field in the agent screen. Default is ENABLED.</QXZ>
campaigns-manual_dial_list_id	Manual Dial List ID	<QXZ>The default list_id to be used when an agent places a manual call and a new lead record is created in the list table. Default is 999. This field can contain digits only.</QXZ>
campaigns-manual_dial_filter	Manual Dial Filter	<QXZ>This allows you to filter the calls that agents make in manual dial mode for this campaign by any combination of the following: DNC - to kick out, CAMPAIGNLISTS - the number must be within the lists for the campaign, NONE - no filter on manual dial or fast dial lists. CAMPLISTS_ALL - will include inactive lists in the search for the number. WITH_ALT will also search the Alt Phone field for the phone number. WITH_ALT_ADDR3 will also search the Alt Phone field and the Address 3 field for the phone number. As for the DNC options, DNC will use the campaign settings for DNC filtering, CAMPDNC will ignore the campaign DNC settings and will use the this campaign DNC list, INTERNALDNC will ignore the campaign DNC settings and will use the internal DNC list, SYSTEM - will include all phone numbers in the system, CALLBACK - must be set as an ACTIVE or LIVE Scheduled Callbacks</QXZ>
campaigns-manual_dial_search_checkbox	Manual Dial Search Checkbox	<QXZ>This allows you to define if you want the manual dial search checkbox to be selected by default or not. If an option with RESET is chosen, then the checkbox will be reset after every call. If an option with LOCK is chosen, then the agent will not be able to click on the checkbox. Default is SELECTED.</QXZ>
campaigns-manual_dial_search_filter	Manual Dial Search Filter	<QXZ>This allows the agent to search only within lists belonging to this campaign when the agent has the Manual Dial Search Checkbox selected in the manual dial screen. The options are, CAMPLISTS_ONLY - will check for the number within the active lists for the campaign, CAMPLISTS_ALL - will also include inactive lists in the search for the number, NONE - no filter on manual dial searching. Default is NONE. If a lead is not found, then a new lead will be added. WITH_ALT will also search the Alt Phone field for the phone number. WITH_ALT_ADDR3 will also search the Alt Phone field and the Address 3 field for the phone number.</QXZ>
campaigns-manual_preview_dial	Manual Preview Dial	<QXZ>This allows the agent in manual dial mode to see the lead information when they click Dial Next Number before they actively dial the phone call. There is an optional link to SKIP the lead and move on to the next one if selected. Default is PREVIEW_AND_SKIP.</QXZ>
campaigns-manual_dial_lead_id	Manual Dial by Lead ID	<QXZ>This allows the agent in manual dial mode to place a call by lead_id instead of a phone number. If this option is set to ONLY, it will only allow manual dials in the agent screen by lead_id and not by phone number. Default is N for disabled. There is also a User setting that can override this campaign setting.</QXZ>
campaigns-api_manual_dial	Manual Dial API	<QXZ>This option allows you to set the Agent API to make either one call at a time, STANDARD, or the ability to queue up manual dial calls and have them dial automatically once the agent goes on pause or is available to take their next call with the option to disable the automatic dialing of these calls, QUEUE, or QUEUE_AND_AUTOCALL which is the same as QUEUE but without the option to disable the automatic dialing of these calls. If an agent has more than one call queued up for them they will see the count of how many manual dial calls are in queue right below the Pause button, or Dial Next Number button. We suggest that if QUEUE is used that you send API actions using the preview=YES option so you are not repeatedly dialing calls for the agent without notice. Also, if using QUEUE and heavily using manual dial calls in a non MANUAL dial method, we would recommend setting the Agent Pause After Each Call option to Y. Default is STANDARD.</QXZ>
campaigns-manual_dial_call_time_check	Manual Call Time Check	<QXZ>If this option is enabled, it will check all manual dial calls to make sure they are within the call time settings set for the campaign. Default is DISABLED.</QXZ>
campaigns-manual_dial_validation	Manual Dial Validation	<QXZ>If this option is enabled, every manual dial phone call from the agent screen that is triggered by only a click will require the agent to manually type in the phone number into a pop-up form on the agent screen to confirm the number to be dialed. This option can be forced as enabled through a system-wide setting. This feature will not affect 3way calls or transfers. Default is N for disabled.</QXZ>
campaigns-manual_dial_cid	Manual Dial CID	<QXZ>This defines whether an agent making manual dial calls will have the campaign callerID settings used, or their agent phone callerID settings used. Default is CAMPAIGN. If the Use Custom CID campaign option is enabled or the list Campaign CID Override setting is used, this setting will be ignored. If the AGENT_PHONE_OVERRIDE option is used, it will override all other CID settings for manual dial calls placed from this campaign.</QXZ>
campaigns-manual_dial_timeout	Manual Dial Timeout	<QXZ>This is an override field that, if populated, will override the campaign dial timeout setting for manual dialed calls. Default is blank for disabled.</QXZ>
campaigns-manual_minimum_ring_seconds	Manual Minimum Ring Seconds	<QXZ>If set above 0, and if SIP Event Logging is enabled on your system, then for manual dial outbound calls, this will be the minimum amount of time a call would need to be ringing before the agent screen Hangup Customer button would be active to be able to be clicked by the agent. If no SIP ringing event is received from the carrier, then this setting will defer to the Manual Minimum Attempt Seconds setting below. If the carrier terminates the call before this time is up, then the agent Hangup Customer button will also be re-enabled. Default is 0, for disabled.</QXZ>
campaigns-manual_minimum_attempt_seconds	Manual Minimum Attempt Seconds	<QXZ>If set above 0, then for manual dial outbound calls, this will be the minimum amount of time after a call has been initiated before the agent screen Hangup Customer button would be active to be able to be clicked by the agent. This setting will also override the Manual Minimum Ring Seconds setting above if it is enabled but no SIP ringing signal is sent from the carrier. If the carrier terminates the call before this time is up, then the agent Hangup Customer button will also be re-enabled. Default is 0, for disabled.</QXZ>
campaigns-manual_minimum_answer_seconds	Manual Minimum Answer Seconds	<QXZ>If set above 0, then for manual dial outbound calls where the call has been answered by the customer, this will be the minimum number of seconds after the Answer signal is received before the agent screen Hangup Customer button would be active to be able to be clicked by the agent. If the carrier terminates the call before this time is up, then the agent Hangup Customer button will also be re-enabled. Default is 0, for disabled.</QXZ>
campaigns-post_phone_time_diff_alert	Phone Post Time Difference Alert	<QXZ>This manual-dial-only feature, if enabled, will display an alert if the time zone for the lead postal code, or zip code, is different from the time zone of the area code of the phone number for the lead. The OUTSIDE_CALLTIME_ONLY option will only show the alert if the two time zones are different and one of the time zones is outside of the call time selected for the campaign. OUTSIDE_CALLTIME_PHONE will only check the time zone of the phone number of the lead and alert if it is outside of the local call time. OUTSIDE_CALLTIME_POSTAL will only check the time zone of the postal code of the lead and alert if it is outside of the local call time. OUTSIDE_CALLTIME_BOTH will check the postal code and phone number for being within the local call time, even if they are in the same time zone. These alerts will show in the call log info, callbacks list info, search results info, when a lead is dialed and when a lead is previewed. Default is DISABLED.</QXZ>
campaigns-in_group_dial	In-Group Manual Dial	<QXZ>This feature allows you to enable the ability for agents to place manual dial outbound calls that are logged as in-group calls assigned to a specific in-group. The MANUAL_DIAL option allows the placing of phone calls out through an In-Group to the agent placing the call. The NO_DIAL option allows the agent to log time on a call that does not exist, as if it were a real call, this is often used for logging email or faxing time. The BOTH option will allow both call and no-call in-group dialing. The default is DISABLED.</QXZ>
campaigns-in_group_dial_select	In-Group Manual Dial Select	<QXZ>This option is only active if the above In-Group Manual Dial feature is not DISABLED. This option restricts the selectable In-Groups that the agent can place In-Group Manual Dial calls through. CAMPAIGN_SELECTED will show only the in-groups that the campaign has set as allowable in-groups. ALL_USER_GROUP will show all of the in-groups that are viewable to the members of the user group that the agent belongs to.</QXZ>
campaigns-agent_clipboard_copy	Agent Screen Clipboard Copy	<QXZ>THIS FEATURE IS CURRENTLY ONLY ENABLED FOR INTERNET EXPLORER. This feature allows you to select a field that will be copied to the computer clipboard of the agent computer upon a call being sent to an agent. Common uses for this are to allow for easy pasting of account numbers or phone numbers into legacy client applications on the agent computer.</QXZ>
campaigns-qc_enabled	QC Enabled	<QXZ>Setting this field to Y allows for the agent Quality Control features to work. Default is N.</QXZ>
campaigns-qc_statuses	QC Statuses	<QXZ>This area is where you select which statuses of leads should be gone over by the QC system. Place a check next to the status that you want QC to review. </QXZ>
campaigns-qc_statuses_id	QC Statuses ID	<QXZ>This area is where you select which "QC_TEMPLATE" settings container will be used to determine the call statuses that are eligible for QC evaluation in this campaign. </QXZ>
campaigns-qc_shift_id	QC Shift	<QXZ>This is the shift timeframe used to pull QC records for a campaign. The days of the week are ignored for these functions.</QXZ>
campaigns-qc_get_record_launch	QC Get Record Launch	<QXZ>This allows one of the following actions to be triggered upon a QC agent receiving a new record.</QXZ>
campaigns-qc_show_recording	QC Show Recording	<QXZ>This allows for a recording that may be linked with the QC record to be display in the QC agent screen.</QXZ>
campaigns-qc_web_form_address	QC WebForm Address	<QXZ>This is the website address that a QC agent can go to when clicking on the WEBFORM link in the QC screen.</QXZ>
campaigns-qc_script	QC Script	<QXZ>This is the script that can be used by QC agents in the SCRIPT tab in the QC screen.</QXZ>
campaigns-qc_scorecard	QC Scorecard	<QXZ>This is the scorecard to be shown to the agent when evaluating a QC record.</QXZ>
campaigns-vtiger_search_category	Vtiger Search Category	<QXZ>If Vtiger integration is enabled in the system settings then this setting will define where the vtiger_search.php page will search for the phone number that was entered. There are 4 options that can be used in this field: LEAD- This option will search through the Vtiger leads only, ACCOUNT- This option will search through the Vtiger accounts and all contacts and sub-contacts for the phone number, VENDOR- This option will only search through the Vtiger vendors, ACCTID- This option works only for accounts and it will take the list vendor_lead_code field and try to search for the Vtiger account ID. If unsuccessful it will try any other methods listed that you have selected. Multiple options can be used for each search, but on large databases this is not recommended. Default is LEAD. UNIFIED_CONTACT- This option will use the beta Vtiger 5.1.0 feature to search by phone number and bring up a search page in Vtiger.</QXZ>
campaigns-vtiger_search_dead	Vtiger Search Dead Accounts	<QXZ>If Vtiger integration is enabled in the system settings then this setting will define whether deleted accounts will be searched when the agent clicks WEB FORM to search in the Vtiger system. DISABLED- deleted leads will not be searched, ASK- deleted leads will be searched and the vtiger search web page will ask the agent if they want to make the Vtiger account active, RESURRECT- will automatically make the deleted account active again and will take the agent to the account screen without delay upon clicking on WEB FORM. Default is DISABLED.</QXZ>
campaigns-vtiger_create_call_record	Vtiger Create Call Record	<QXZ>If Vtiger integration is enabled in the system settings then this setting will define whether a new Vtiger activity record is created for the call when the agent goes to the vtiger_search page. Default is Y. The DISPO option will create a call record for the Vtiger account without the agent needing to go to the vtiger search page through the WEB FORM.</QXZ>
campaigns-vtiger_create_lead_record	Vtiger Create Lead Record	<QXZ>If Vtiger integration is enabled in the system settings and Vtiger Search Category includes LEAD then this setting will define whether a new Vtiger lead record is created when the agent goes to the vtiger_search page and no record is found to have the call phone number. Default is Y.</QXZ>
campaigns-vtiger_screen_login	Vtiger Screen Login	<QXZ>If Vtiger integration is enabled in the system settings then this setting will define whether the user is logged into the Vtiger interface automatically when they login to the agent screen. Default is Y. The NEW_WINDOW option will open a new window upon login to the agent screen.</QXZ>
campaigns-vtiger_status_call	Vtiger Status Call	<QXZ>If Vtiger integration is enabled in the system settings then this setting will define whether the status of the Vtiger Account will be updated with the status of the call after it has been dispositioned. Default is N.</QXZ>
campaigns-queuemetrics_callstatus	QM CallStatus Override	<QXZ>If QueueMetrics integration is enabled in the system settings then this setting allow the overriding of the System Settings setting for CallStatus queue_log entries. Default is DISABLED which will use the system setting.</QXZ>
campaigns-queuemetrics_phone_environment	QM Phone Environment	<QXZ>If QueueMetrics integration is enabled in the system settings then this setting allow the insertion of this data value in the data4 field of the queue_log for agent activity records. Default is empty for disabled.</QXZ>
campaigns-extension_appended_cidname	Extension Append CID	<QXZ>If enabled, the calls placed from this campaign will have a space and the phone extension of the agent appended to the end of the CallerID name for the call before it is sent to the agent. Default is N for disabled. If USER is part of the option, then the user ID will be used instead of the phone extension. If WITH_CAMPAIGN is used, then another spae and the campaign ID will be included as well.</QXZ>
campaigns-pllb_grouping	PLLB Grouping	<QXZ>Phone Login Load Balancing Grouping, only allowed if there are multiple agent servers and phone aliases are present on the system. If set to ONE_SERVER_ONLY it will force all agents for this campaign to login to the same server. If set to CASCADING it will group logged in agents on the same server until PLLB Grouping Limit number of agents are reached, then the next agent will login to the next server with the least number of agents. If set to DISABLED the standard Phone Aliases behavior of each agent finding the server with the least number of non-remote agents logged into it will be used. Default is DISABLED.</QXZ>
campaigns-pllb_grouping_limit	PLLB Grouping Limit	<QXZ>Phone Login Load Balancing Grouping Limit. If PLLB Grouping is set to CASCADING then this setting will determine the number of agents acceptable in each server for this campaign. Default is 50.</QXZ>
campaigns-crm_popup_login	CRM Popup Login	<QXZ>If set to Y, the CRM Popup Address is used to open a new window on agent login to this campaign. Default is N.</QXZ>
campaigns-crm_login_address	CRM Popup Address	<QXZ>The web address of a CRM login page, it can have variables populated just like the web form address, with the VAR in the front and using --A--user_custom_one--B-- to define variables.</QXZ>
campaigns-start_call_url	Start Call URL	<QXZ>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. This URL can NOT be a relative path. For Manual dial calls, the Start Call URL will be sent when the call is placed. Default is blank.</QXZ> <QXZ>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.</QXZ>
campaigns-dispo_call_url	Dispo Call URL	<QXZ>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, callback_lead_status, 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. This URL can NOT be a relative path. Default is blank.</QXZ> <QXZ>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.</QXZ>
campaigns-na_call_url	No Agent Call URL	<QXZ>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. --A--dispo--B-- can be used to retrieve the system-defined disposition for the call. This URL can NOT be a relative path. Default is blank.</QXZ> <QXZ>Custom Fields are not available with this feature. 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.</QXZ>
campaigns-talk_sec_url	Talk Seconds URLs	<QXZ>This feature allows you to define URLs that can be triggered by the Agent Screen when the agent is talking to the customer based upon how many seconds they have been talking. If the customer hangs up, then no more Talk Seconds URLs will be triggered. To define these Talk Seconds URLs, just click on the link to the right.</QXZ>
campaigns-agent_allow_group_alias	Group Alias Allowed	<QXZ>If you want to allow your agents to use group aliases then you need to set this to Y. Group Aliases are explained more in the Admin section, they allow agents to select different callerIDs for outbound manual calls that they may place. Default is N.</QXZ>
campaigns-default_group_alias	Default Group Alias	<QXZ>If you have allowed Group Aliases then this is the group alias that is selected first by default when the agent chooses to use a Group Alias for an outbound manual call. Default is NONE or empty.</QXZ>
campaigns-calls_inqueue_count	Calls In Queue Count Display	<QXZ>This setting, if set to a valid CALLS_IN_QUEUE_COUNT type Settings Container, will change the display at the top of the agent screen to a specific filtered count of the calls in queue, replacing the default display of the count of every call waiting in queue that the agent has permissions to handle. If both of these settings are enabled, the first one will display before the second one. If you use an EXCEPT option, the exception container cannot also use an EXCEPT option. Default is ---DISABLED---. The CALLS_IN_QUEUE_COUNT type Settings Container should have -HEADING=>Display Name- as its first line, without the dashes, and then either a list of In-Groups and Campaigns, or one of the following special options,<BR>--ALL-IN-GROUP-CALLS--<BR>--ALL-CAMPAIGN-CALLS--<BR>--ALL-CALLS--<BR>--ALL-IN-GROUP-CALLS-EXCEPT=container_id<BR>--ALL-CAMPAIGN-CALLS-EXCEPT=container_id<BR>--ALL-CALLS-EXCEPT=container_id</QXZ>
campaigns-view_calls_in_queue	Agent View Calls in Queue	<QXZ>If set to anything but NONE, agents will be able to see details about the calls that are waiting in queue in their agent screen. If set to a number value, the calls displayed will be limited to the number selected. Default is NONE.</QXZ>
campaigns-view_calls_in_queue_launch	View Calls in Queue Launch	<QXZ>This setting if set to AUTO will have the Calls in Queue frame show up upon login by the agent into the agent screen. Default is MANUAL.</QXZ>
campaigns-calls_waiting_vl_one	Calls in Queue Extra Column	<QXZ>If not DISABLED, this will display an extra column in the -Calls in Queue- agent screen frame for each call waiting in queue. You can select any of the standard list field columns, the headers will use the same labels as are set for the campaign screen labels. Default is DISABLED.</QXZ>
campaigns-grab_calls_in_queue	Agent Grab Calls in Queue	<QXZ>This option if set to Y will allow the agent to select the call that they want to take from the Calls in Queue display by clicking on it while paused. Agents will only be able to grab inbound calls or transferred calls, not outbound calls. Default is N.</QXZ>
campaigns-call_requeue_button	Agent Call Re-Queue Button	<QXZ>This option if set to Y will add a Re-Queue Customer button to the agent screen, allowing the agent to send the call into an AGENTDIRECT queue that is reserved for the agent only. Default is N.</QXZ>
campaigns-pause_after_each_call	Agent Pause After Each Call	<QXZ>This option if set to Y will pause the agent after every call automatically. Default is N.</QXZ>
campaigns-pause_after_next_call	Agent Pause After Next Call Link	<QXZ>This option if enabled will display a link on the agent screen that will let the agent go on pause automatically after they hang up their next call. Default is DISABLED.</QXZ>
campaigns-blind_monitor_warning	Blind Monitor Warning	<QXZ>This option if enabled will let the agent know in various optional ways if they are being blind monitored by someone. DISABLED means this feature is not active, ALERT will only pop an alert up on the agent screen, NOTICE will post a note that stays up on the agent screen as long as they are being monitored, AUDIO will play the filename defined below when an agent is starting to be monitored and the other options are combinations of the above options. Default is DISABLED.</QXZ>
campaigns-blind_monitor_message	Blind Monitor Notice	<QXZ>This is the message that will show on the agent screen while they are being monitored if the NOTICE option is selected. Default is -Someone is blind monitoring your session-.</QXZ>
campaigns-blind_monitor_filename	Blind Monitor Filename	<QXZ>This is the audio file that will play in the agents session at the start of someone blind monitoring them. This prompt will be played for everyone in the session including the customer if any is present. Default is empty.</QXZ>
campaigns-custom_fields	Custom Campaign Fields	<QXZ>These five custom Campaign fields allow you to define variables that can be used in agent scripts, webforms and Dispo Call URL variables for calls handled through this Campaign on a per-campaign basis. These variables can be called with --A--camp_custom_one--B-- for the Custom 1 field. Default is blank.</QXZ>
campaigns-max_inbound_calls	Max Inbound Calls	<QXZ>If this setting is set to a number greater than 0, then it will be the maximum number of inbound calls that an agent can handle across all inbound groups in one day. If the agent reaches their maximum number of inbound calls, then they will not be able to select inbound groups to take calls from until the next day. This setting can be overridden by the User setting of the same name. Default is 0 for disabled.</QXZ>
campaigns-max_inbound_calls_outcome	Max Inbound Calls Outcome	<QXZ>If the Max Inbound Calls setting above is enabled, this will be the outcome of what happens to the agent when the maximum number of inbound calls is reached. DEFAULT will halt all inbound call handling to the agent, and if the agent is in an INBOUND_MAN campaign, it will only allow them to manual dial, with no pausing ability. ALLOW_AGENTDIRECT will allow the agent to continue to receive AGENTDIRECT in-group calls after they have reached the max inbound calls count. ALLOW_MI_PAUSE will allow an agent in an INBOUND_MAN campaign to continue to pause after they have reached the max inbound calls count. Default is DEFAULT. NOTE: this setting will also be in effect if the User Inbound Calls Credits feature is triggered.</QXZ>
campaigns-show_confetti	Show Confetti	<QXZ>Enable this option to add a bit of visual flair to the agent interface by having the screen rain confetti whenever the agent sets a call disposition that has been flagged with a sale or callback category.  Options are SALES for sale calls only, CALLBACKS for callbacks only, and SALES_AND_CALLBACKS for both categories.  By default the confetti will rain for 2 seconds after the call is dispositioned, but the duration of the confetti falling, the amount of confetti, and speed at which the confetti falls can be configured via an optional settings container, CONFETTI_SETTINGS.  Default is DISABLED.</QXZ>
lists-list_id	List ID	<QXZ>This is the numerical name of the list, it is not editable after initial submission, must contain only numbers and must be between 2 and 8 characters in length. Must be a number greater than 99.</QXZ>
lists-list_name	List Name	<QXZ>This is the description of the list, it must be between 2 and 20 characters in length.</QXZ>
lists-list_description	List Description	<QXZ>This is the memo field for the list, it is optional.</QXZ>
lists-list_changedate	List Change Date	<QXZ>This is the last time that the settings for this list were modified in any way.</QXZ>
lists-list_lastcalldate	List Last Call Date	<QXZ>This is the last time that lead was dialed from this list.</QXZ>
lists-campaign_id	Campaign	<QXZ>This is the campaign that this list belongs to. A list can only be dialed on a single campaign at one time.</QXZ>
lists-active	Active	<QXZ>This defines whether the list is to be dialed on or not.</QXZ>
lists-reset_list	Reset Lead-Called-Status for this list	<QXZ>This resets all leads in this list to N for not called since last reset and means that any lead can now be called if it is the right status as defined in the campaign screen.</QXZ>
lists-reset_time	Reset Times	<QXZ>This field allows you to put times in, separated by a dash-, that this list will be automatically reset by the system. The times must be in 24 hour format with no punctuation, for example 0800-1700 would reset the list at 8AM and 5PM every day. Default is empty.</QXZ>
lists-weekday_resets_container	Weekday Resets Container	<QXZ>If set to a valid LIST_WEEKDAY_RESETS Settings Container, this option will let you define reset times for this list on a day-of-the-week basis. Within the container, you can set the list reset times for each weekday. Here is an example configuration: <BR>; weekday => reset-times in 24-hour time separated by dashes<BR>monday => 0830-1230-1800<BR>tuesday => 0900-1400-1830<BR>wednesday => 0930-1200-1730-1900<BR>thursday => 1030-1330-1900<BR>friday => 0800-1300-1530<BR>saturday => 0930-1100<BR>sunday => 1000<br><br>Note: if you want to leave a day blank, either don't include it or put no numbers after it. This will not override any Reset Times set above for this list, those will still run every day. Default is DISABLED.</QXZ>
lists-daily_reset_limit	Daily Reset Limit	<QXZ>This setting is only editable by a level 9 user. This setting allows an Administrator to limit the number of times that a list can be reset per day. The Resets Today number is counted from the Timeclock End Of Day time that is set in the system. Default is -1 for disabled.
lists-expiration_date	Expiration Date	<QXZ>This option allows you to set the date after which leads in this list will not be allowed to be auto-dialed or manual-list-dialed by the system. Default is 2099-12-31.</QXZ>
lists-local_call_time	Local Call Time	<QXZ>This is a setting for this list only, where you set during which hours you would like to dial leads within this specific list, as determined by the local time in the area in which you are calling. This is controlled by the time zone, as defined by that list setting, and is adjusted for Daylight Savings time if applicable. However, state rules are based on the state field for the lead and not only the time zone that is set. This call time setting is applied after the campaign local call time has been applied to the list and will NOT override the campaign settings. This setting will only narrow down call times in relation to the campaign local call time setting. It will NOT allow calling outside the hours set by the campaign local call time setting. This is useful if you have lists that need different call times within the same campaign. For example calling business numbers between 9am to 5pm and consumer phones between 9am to 9pm within the same campaign. General Guidelines in the USA for Business to Business is 9am to 5pm and Business to Consumer calls is 9am to 9pm. Default is campaign.</QXZ>
lists-audit_comments	Audit Comments	<QXZ>This option allows comments to be moved to an audit table. No longer editable, but viewable along with the date-time-creator of each comment. Default is N. This is a part of the Quality Control Add-On.</QXZ>
lists-agent_script_override	Agent Script Override	<QXZ>If this field is set, this will be the script that the agent sees on their screen instead of the campaign script when the lead is from this list. Default is not set.</QXZ>
lists-qc_scorecard_override	QC Scorecard Override	<QXZ>This is the scorecard to be shown to the agent when evaluating a QC record.  It will override any campaign setting, but ingroup QC settings still take top priority.</QXZ>
lists-qc_web_form_address	QC WebForm Address	<QXZ>This is the website address that a QC agent can go to when clicking on the WEBFORM link in the QC screen.</QXZ>
lists-qc_statuses_id	QC Statuses ID	<QXZ>This area is where you select which "QC_TEMPLATE" settings container will be used to determine the call statuses that are eligible for QC evaluation in this list.  This will override the campaign's "QC Statuses ID" setting if it is set, but not ingroups. </QXZ>
lists-inbound_list_script_override	Inbound Script Override	<QXZ>If this field is set, this will be the script that the agent sees on their screen instead of the campaign script when the agent receives an inbound call and the lead is from this list. Default is not set.</QXZ>
lists-inbound_drop_voicemail	Inbound Drop Voicemail Override	<QXZ>If an inbound call associated with this list drops while in an Inbound Group queue, this is the voicemail box the call will be sent to if the Drop Action is set to go to a voicemail box.</QXZ>
lists-inbound_after_hours_voicemail	Inbound After Hours Voicemail Override	<QXZ>If an inbound call associated with this list triggers an after hours action after it has been sent to an Inbound Group queue, this is the voicemail box the call will be sent to if the After Hours Action is set to go to a voicemail box.</QXZ>
lists-campaign_cid_override	Campaign CID Override	<QXZ>If this field is set, this will override the campaign CallerID that is set for calls that are placed to leads in this list. Default is not set.</QXZ>
lists-cid_group_id	Campaign CID Group Override	<QXZ>If this option is set to a valid CID Group in the system, this will override all campaign CallerID Number settings for calls placed to leads within this list. Default is ---DISABLED---.</QXZ>
lists-am_message_exten_override	Answering Machine Message Override	<QXZ>If this field is set, this will override the Answering Machine Message set in the campaign for customers in this list. Default is not set.</QXZ>
lists-drop_inbound_group_override	Drop Inbound Group Override	<QXZ>If this field is set, this in-group will be used for outbound calls within this list that drop from the outbound campaign instead of the drop in-group set in the campaign detail screen. Default is not set.</QXZ>
lists-status_group_id	Status Group Override	<QXZ>If this field is set, this Status Group will be used instead of the campaign statuses for calls handled by agents from this list. This does not affect System Statuses which will always be shown. Statuses defined within this status group will not be available with Campaign HotKeys unless they are defined in Campaign Statuses. Default is not set.</QXZ>
lists-web_form_address	Web Form Override	<QXZ>This is the custom address that clicking on the WEB FORM button in the agent screen will take you to for calls that come in on this list. If you want to use custom fields in a web form address, you need to add &CF_uses_custom_fields=Y as part of your URL.</QXZ>
lists-na_call_url	No Agent Call URL	<QXZ>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. --A--dispo--B-- can be used to retrieve the system-defined disposition for the call. This URL can NOT be a relative path. Default is blank.</QXZ> <QXZ>Custom Fields are not available with this feature. 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.</QXZ>
lists-apinewlead_url	API New Lead URL	<QXZ>If this is set to a valid URL, this setting will override the System Setting of the same name and send a URL request every time a new lead is inserted through the -add_lead- non-agent API function for leads in this list. If this is set to ---DISABLED--- then it will override the system setting and send no URL request for new API leads in this list. Default is blank for deferring to the system setting.</QXZ>
lists-auto_alt_threshold	Auto Alt Threshold Override	<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. This option overrides the campaign setting for this feature. Default is -1 for the override being disabled.</QXZ>
lists-dial_prefix	Dial Prefix Override	<QXZ>This setting will override the campaign Dial Prefix, the campaign Manual Dial Prefix and API dial prefix for calls placed in that campaign to leads within this list. Default is -blank- for disabled.</QXZ>
lists-xferconf_a_dtmf	Xfer-Conf Number Override	<QXZ>These five fields allow for you to override the Transfer Conference number presets when the lead is from this list. Default is blank.</QXZ>
lists-user_new_lead_limit	User New Lead Limit	<QXZ>This setting will limit the number of new leads any user can dial in this list per day. 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 -1 for disabled.</QXZ>
lists-default_xfer_group	Default Transfer Group	<QXZ>This field is the default In-Group that will be automatically selected when the agent opens the transfer-conference frame in their agent interface. If set to NONE, then the campaign or in-group Default Transfer Group will be used. Default is NONE.</QXZ>
lists-auto_active_list_rank	Auto Active List Rank	<QXZ>If the Auto Active List New setting is enabled for this campaign, then this is the order in which inactive lists will be set to active as each list runs out of NEW status leads to dial. The order is from highest number to the lowest. Default is 0.</QXZ>
lists-inventory_report	Inventory Report	<QXZ>If the Inventory Report is enabled on your system, this option will determine whether this list is included in the report or not. Default is Y for yes.</QXZ>
lists-time_zone_setting	Time Zone Setting	<QXZ>This option allows you to set the method of maintaining the current time zone lookup for the leads within this list. This process is only done at night so any changes you make will not be immediate. COUNTRY_AND_AREA_CODE is the default, and will use the country code and area code of the phone number to determine the time zone of the lead. POSTAL_CODE will use the postal code if available to determine the time zone of the lead. NANPA_PREFIX works only in the USA and will use the area code and prefix of the phone number to determine the time zone of the lead, but this is not enabled by default in the system, so please be sure you have the NANPA prefix data loaded onto your system before selecting this option. OWNER_TIME_ZONE_CODE will use the standard time zone abbreviation loaded into the owner field of the lead to determine the time zone, in the USA examples are AST, EST, CST, MST, PST, AKST, HST. This feature must be enabled by your system administrator to go into effect.</QXZ>
internal_list-dnc	Internal DNC List	<QXZ>This Do Not Call list contains every lead that has been set to a status of DNC in the system. Through the LISTS - ADD NUMBER TO DNC page you are able to manually add numbers to this list so that they will not be called by campaigns that use the internal DNC list. There is also the option to add leads to the campaign-specific DNC lists for those campaigns that have them. If you have the active DNC option set to AREACODE then you can also use area code wildcard entries like this 201XXXXXXX to block all calls to the 201 areacode when enabled.</QXZ>
filter-phone-list	Filter Phone Group List	<QXZ>Through the Add-Delete FPG Number page you are able to manually add numbers to this list so that they will be filtered when they enter a DID that is using this list. If you have the Filter Phone Group option set to include AREACODE then you can also use area code wildcard entries like this 201XXXXXXX to filter all calls from the 201 areacode when enabled. There is also a special entry that you can add to your Filter Phone Group, BLANK, this will filter calls that arrive with an empty caller ID number.</QXZ>
drop_lists	The Drop Lists process allows you to take the phone numbers of calls that have been dropped from inbound groups and put them into a specified list at defined scheduled days and times.	<QXZ>The Drop Lists process allows you to take the phone numbers of calls that have been dropped from inbound groups and put them into a specified list at defined scheduled days and times.</QXZ>
drop_lists-dl_id	Drop List ID	<QXZ>This is the ID of the Drop List entry, it must be from 2 to 30 characters in length and contain no spaces.</QXZ>
drop_lists-dl_name	Drop List Name	<QXZ>This is the name of the Drop List entry, it must be from 2 to 100 characters in length and it used to describe the drop list.</QXZ>
drop_lists-last_run	Last Run Time	<QXZ>This is the date and time of the last run of this drop list process.</QXZ>
drop_lists-user_group	Admin User Group	<QXZ>This is the administrative user group for this record, this allows admin viewing of this record restricted by user group. Default is --ALL-- which allows any admin user with Modify Lists permissions to view this record.</QXZ>
drop_lists-dl_server	Run Server	<QXZ>This is the machine that you want to use to run this drop list process. You must choose a server that runs the keepalive process every minute in the crontab. The default is to use the active voicemail server as defined in System Settings.</QXZ>
drop_lists-dl_times	Run Times	<QXZ>This is the list of times in HHMM format when you want the drop list process to run. You can specify multiple times by separating them with a dash, like how the List Reset Times feature works. The drop list process will gather all of the matching records since the last time the process was run.</QXZ>
drop_lists-dl_weekdays	Run Weekdays	<QXZ>This is the list of days of the week when you want the drop list process to run. Either this option or the Month Days field below must be set for the process to run automatically.</QXZ>
drop_lists-dl_monthdays	Run Month Days	<QXZ>This is the list of days of the month in DD format when you want the drop list process to run. You can specify multiple month days by separating them with a dash. Either this option or the Weekdays field above must be set for the process to run automatically.</QXZ>
drop_lists-duplicate_check	Duplicate Check	<QXZ>This setting allows you to specify if the drop list process will check for duplicates before adding a new lead that was gathered from the drop list process. You can select LIST which will check for duplicate phone numbers within the leads already within the specified list or LIST_CAMPAIGN_LISTS which will also check for duplicate phone numbers within all of the lists associated with the campaign that the list defined below is assigned to. Default is NONE for no duplicate checking.</QXZ>
drop_lists-list_id	List ID	<QXZ>This is the list ID of the list that the new leads gathered from the drop list process are to be inserted into.</QXZ>
drop_lists-active	Active	<QXZ>The drop list process will only run on the set schedule above if active is set to Y. Default is N.</QXZ>
drop_lists-dl_minutes	Gather Minutes	<QXZ>If set to a number greater than 0, the process will look back this number of minutes from the run time to gather the drop call data. Default is 0 for disabled.</QXZ>
drop_lists-run_now_trigger	Run Now Trigger	<QXZ>This option offers a way to test this drop list process before setting it to active. It can take up to one minute for the process to start running after submitting this page with this field set to Y. Default is N.</QXZ>
drop_lists-drop_statuses	Drop Statuses	<QXZ>This is the list of drop statuses that will be used to gather the new leads by the drop list process. Default is DROP.</QXZ>
drop_lists-closer_campaigns	Inbound Groups	<QXZ>This is the list of Inbound Groups that will be used to gather the new leads by the drop list process.</QXZ>
lists_fields-field_label	Field Label	<QXZ>This is the database field identifier for this field. This needs to be a unique identifier within the custom fields for this list. Do not use any spaces or punctuation for this field. max 50 characters, minimum of 2 characters. You can also include the default fields in a custom field setup, and you will see them in red in the list. These fields will not be added to the custom list database table, the agent interface will instead reference the list table directly. The labels that you can use to include the default fields are -  vendor_lead_code, source_id, list_id, gmt_offset_now, called_since_last_reset, phone_code, phone_number, title, first_name, middle_initial, last_name, address1, address2, address3, city, state, province, postal_code, country_code, gender, date_of_birth, alt_phone, email, security_phrase, comments, called_count, last_local_call_time, rank, owner</QXZ>
lists_fields-field_name	Field Name	<QXZ>This is the name of the field as it will appear to an agent through their interface. You can use spaces in this field, but no punctuation characters, maximum of 50 characters and minimum of 2 characters.</QXZ>
lists_fields-field_description	Field Description	<QXZ>The description of this field as it will appear in the administration interface. This is an optional field with a maximum of 100 characters.</QXZ>
lists_fields-field_rank	Field Rank	<QXZ>The order in which these fields is displayed to the agent from lowest on top to highest on the bottom.</QXZ>
lists_fields-field_order	Field Order	<QXZ>If more than one field has the same rank, they will be placed on the same line and they will be placed in order by this value from lowest to highest, left to right.</QXZ>
lists_fields-field_rerank	Re-Rank Fields Below	<QXZ>If set to YES, this option will move existing other fields of an equal or lower rank down on the form by one place. Default is NO.</QXZ>
lists_fields-field_help	Field Help	<QXZ>Optional field, if you fill it in, the agent will be able to see this text when they click on a help link next to the field in their agent interface.</QXZ>
lists_fields-field_type	Field Type	<QXZ>This option defines the type of field that will be displayed. TEXT is a standard single-line entry form, AREA is a multi-line text box, SELECT is a single-selection pull-down menu, MULTI is a multiple-select box, RADIO is a list of radio buttons where only one option can be selected, CHECKBOX is a list of checkboxes where multiple options can be selected, DATE is a year month day calendar popup where the agent can select the date and TIME is a time selection box. The default is TEXT. For the SELECT, MULTI, RADIO and CHECKBOX options you must define the option values below in the Field Options box. DISPLAY will display only and not allow for modification by the agent. SCRIPT will also display only, but you are able to use script variables just like in the Scripts feature. SCRIPT fields will also only display the content in the Options, and not the field name like the DISPLAY type does. HIDDEN will not show the agent the field, but will allow the field to have data imported into it and exported from it, as well as have it available to the script tab and web form address. READONLY will display the value of the data in the field, but will not allow the agent to alter the data. HIDEBLOB is similar to HIDDEN except the data storage type on the database is a BLOB type, suitable for binary data or data that needs to be secured. The SWITCH field type allows the agent to switch the lead custom fields to another list, as well as reloading the FORM tab with the new set of list custom fields for the new list. To configure SWITCH type fields, you must define the button values below in the Field Options box. SOURCESELECT is a single-selection pull-down menu where there are multiple sets of options available depending on the value of another -source- field for the lead, see the Field Options help for more details. If the -source- field that a SOURCESELECT menu is tied to changes in value, the menu will automatically update to reflect the new value of the source. BUTTON will allow you to commit changes made to the form and reload it, the Field Name will be the text next to the button, the Field Default will be the text on the button, and the Field Options will need to be SubmitRefresh with the Field Size set to 1 for it to function.</QXZ>
lists_fields-field_options	Field Options	<QXZ>For the SELECT, SOURCESELECT, MULTI, RADIO and CHECKBOX field types, you must define the option values in this box. You must put a list of comma separated option label and option text here with each option one its own line. The first value should have no spaces in it, and neither values should have any punctuation. For example - electric_meter, Electric Meter</QXZ>. <QXZ>For the SCRIPT field types, this field is where you put your script contents. You can use single quote and amphersand characters as well so that you can create links and iframe elements. If you want to put urlencoded fields in this area, make sure you use the --U-- and --V-- flags for your variables instead of using A and B, for example --U--test_field--V--. You can also use the --M-- and --N-- flags to enclose basic Math equations to have them calculated when the script is loaded initially, for example multiplying test_field by 12 would be entered with --M--(--A--test_field--B-- * 12)--N--. For the SWITCH field type, you should define the list ID for the custom fields as well as the text that you want to appear in the button to activate the new form in a comma separated line, with one line for each button you want to appear. For the SWITCH field type, it is a requirement that one of the entries be the current list ID. For BUTTON, the only current option is to put SubmitRefresh as the Field Options, which will commit any changes you have made in the form and reload the form panel. For SOURCESELECT, if this field is set to use the -province- field to determine what values to use for example, then the first line in the Field Options box should be -source=>province-, without the dashes. As a note, you can only link a SOURCESELECT menu to a source field that is a TEXT, READONLY or SELECT field type. The next options line will be the first province value to look for, for example -value=>Ontario-, and if the value for that field for the lead matches, the next lines will be the options to show with the value and display text separated by a pipe. After that, you can add more values each with options after them, like the example below shows: <br>source=>province<br>value=>Ontario<br>option=>|select month here<br>option=>September|September<br>option=>October|October<br>value=>Nova Scotia<br>option=>|select month here<br>option=>June|June<br>option=>July|July<br>option=>August|August<br>value=>British Columbia<br>option=>|select month here<br>option=>January|January<br>option=>February|February<br>option=>March|March<br>value=><br>option=>|no match<br>This field is limited to 5000 characters in length, but you can double that by altering the database if you need to.</QXZ>
lists_fields-multi_position	Option Position	<QXZ>For CHECKBOX and RADIO field types only, if set to HORIZONTAL the options will appear on the same line possibly wrapping to the line below if there are many options. If set to VERTICAL there will be only one option per line. Default is HORIZONTAL.</QXZ>
lists_fields-field_size	Field Size	<QXZ>This setting will mean different things depending on what the field type is. For TEXT fields, the size is the number of characters that will show in the field. For AREA fields, the size is the width of the text box in characters. For MULTI fields, this setting defines the number of options to be shown in the multi select list. For SELECT, RADIO, CHECKBOX, DATE and TIME this setting is ignored. For BUTTON fields this must be set to 1.</QXZ>
lists_fields-field_max	Field Max	<QXZ>This setting will mean different things depending on what the field type is. For TEXT, HIDDEN and READONLY fields, the size is the maximum number of characters that are allowed in the field. For AREA fields, this field defines the number of rows of text visible in the text box. For MULTI, SELECT, RADIO, CHECKBOX, DATE and TIME this setting is ignored.</QXZ>
lists_fields-field_default	Field Default	<QXZ>This optional field lets you define what value to assign to a field if nothing is loaded into that field. Default is NULL which disables the default function. For DATE field types, the default is always set to today unless a number is put in in which case the date will be that many days plus or minus today. For TIME field types, the default is always set to the current server time unless a number is put in in which case the time will be that many minutes plus or minus current time. For RADIO and SELECT field types, the default must be one of the options defined for the field or NULL. For BUTTON fields, this is the text that appears on the button.</QXZ>
lists_fields-field_cost	Field Cost	<QXZ>This read only field tells you what the cost of this field is in the custom field table for this list. There is no hard limit for the number of custom fields you can have in a list, but the total of the cost of all fields for the list must be below 65000. This typically allows for hundreds of fields, but if you specify several TEXT fields that are hundreds or thousands of characters in length then you may hit this limit quickly. If you need that much text in a field you should choose an AREA type, which are stored differently and do not use as much table space.</QXZ>
lists_fields-field_encrypt	Field Encrypt	<QXZ>On the ViciHost.com platform a built-in, high-level NIST-approved encryption option is available for custom fields. Default is N.</QXZ>
lists_fields-field_show_hide	Field Show Hide	<QXZ>On the ViciHost.com platform, this option allows you to display only set characters from a READONLY or TEXT field. If a TEXT field, the value and a blank field with be displayed, if the blank field is populated by the agent, then the previous value will be overwritten when the agent completes their call. Default is N.</QXZ>
lists_fields-field_required	Field Required	<QXZ>If the campaign option allowing required fields is also enabled, this field allows you to force an agent to fill in this field before they can hang up the call. Y will affect all calls, INBOUND_ONLY will only affect calls received by the agent through an In-Group. This option will only work for the following custom field types: TEXT, AREA, DATE, SELECT, MULTI, RADIO, CHECKBOX. Default is N.</QXZ>
lists_fields-field_duplicate	Field Duplicate	<QXZ>This option will allow you to create a duplicate of a TEXT type custom field that already exists in a different location within your custom list fields form. This option only works with TEXT type fields. This option is only available when you create a new custom field entry. When an agent modifies the text in one of these duplicate fields and clicks to another field, the system will copy the value that they place in that duplicate field to the original field. Default is N.</QXZ>
lists_fields-name_position	Field Name Position	<QXZ>If set to LEFT, this field name will appear to the left of the field, if set to TOP the field name will take up the entire line and appear above the field. Default is LEFT.</QXZ>
lists_fields-copy_option	Copy Option	<QXZ>When copying field definitions from one list to another, you have a few options for how the copying process works. APPEND will add the fields that are not present in the destination list, if there are matching field labels those will remained untouched, no custom field data will be deleted or modified using this option. UPDATE will update the common field_label fields in the destination list to the field definitions from the source list. custom field data may be modified or lost using this option. REPLACE will remove all existing custom fields in the destination list and replace them with the custom fields from the source list, all custom field data will be deleted using this option.</QXZ>
inbound_groups-group_id	Group ID	<QXZ>This is the short name of the inbound group, it is not editable after initial submission, must not contain any spaces and must be between 2 and 20 characters in length.</QXZ>
inbound_groups-group_name	Group Name	<QXZ>This is the description of the group, it must be between 2 and 30 characters in length. Cannot include dashes, pluses or spaces .</QXZ>
inbound_groups-group_color	Group Color	<QXZ>This is the color that displays in the agent client app when a call comes in on this group. It must be between 2 and 20 characters long. If this is a hex color definition you must remember to put a # at the beginning of the string or the agent screen will not work properly. If using an HTML-safe color name, be sure to make sure you spell it correctly. You can also use the -color chooser- to select a color.</QXZ>
inbound_groups-active	Active	<QXZ>This determines whether this inbound group is available to take calls. If this is set to inactive then the After Hours Action will be used on any calls coming into it.</QXZ>
inbound_groups-user_group	Admin User Group	<QXZ>This is the administrative user group for this inbound group, this allows admin viewing of this in-group restricted by user group. Default is --ALL-- which allows any admin user to view this in-group.</QXZ>
inbound_groups-callback_queue_calls	Callback Queue Calls	<QXZ>This will only show up if there are LIVE inbound callback queue calls waiting to be called back by agents when their turn arrives.</QXZ>
inbound_groups-group_calldate	In-Group Calldate	<QXZ>This is the last date and time that a call was directed to this inbound group.</QXZ>
inbound_groups-web_form_address	Web Form	<QXZ>This is the custom address that clicking on the WEB FORM button in the agent screen will take you to for calls that come in on this group. If you want to use custom fields in a web form address, you need to add &CF_uses_custom_fields=Y as part of your URL.</QXZ>
inbound_groups-next_agent_call	Next Agent Call	<QXZ>This determines which agent receives the next call that is available:</QXZ><BR> &nbsp; - <QXZ>random: orders by the random update value in the live_agents table</QXZ><BR> &nbsp; - <QXZ>oldest_call_start: orders by the last time an agent was sent a call. Results in agents receiving about the same number of calls overall.</QXZ><BR> &nbsp; - <QXZ>oldest_call_finish: orders by the last time an agent finished a call. AKA agent waiting longest receives first call.</QXZ><BR> &nbsp; - <QXZ>oldest_inbound_call_start: orders by the last time an agent was sent an inbound call. Results in agents receiving about the same number of calls overall.</QXZ><BR> &nbsp; - <QXZ>oldest_inbound_call_finish: orders by the last time an agent finished an inbound call. AKA agent waiting longest receives first call.</QXZ><BR> &nbsp; - <QXZ>oldest_inbound_filtered_call_start: orders by the last time an agent was sent an inbound call that was not of a filtered-out status, in-group or length.</QXZ><BR> &nbsp; - <QXZ>oldest_inbound_filtered_call_finish: orders by the last time an agent finished an inbound call that was not of a filtered-out status, in-group or length.</QXZ><BR> &nbsp; - <QXZ>overall_user_level: orders by the user_level of the agent as defined in the users table a higher user_level will receive more calls.</QXZ><BR> &nbsp; - <QXZ>inbound_group_rank: orders by the rank given to the agent for the specific inbound group. Highest to Lowest.</QXZ><BR> &nbsp; - <QXZ>campaign_rank: orders by the rank given to the agent for the campaign. Highest to Lowest.</QXZ><BR> &nbsp; - <QXZ>ingroup_grade_random: gives a higher probability of getting a call to the higher graded agents by in-group.</QXZ><BR> &nbsp; - <QXZ>campaign_grade_random: gives a higher probability of getting a call to the higher graded agents by campaign.</QXZ><BR> &nbsp; - <QXZ>fewest_calls: orders by the number of calls received by an agent for that specific inbound group. Least calls first.</QXZ><BR> &nbsp; - <QXZ>fewest_calls_campaign: orders by the number of calls received by an agent for the campaign. Least calls first.</QXZ><BR> &nbsp; - <QXZ>longest_wait_time: orders by the amount of time agent has been actively waiting for a call.</QXZ><BR> &nbsp; - <QXZ>ring_all: rings all available agents until one picks up the phone.</QXZ><BR> <QXZ>NOTES: For ring_all, the agents that are using phones that have On Hook Agent enabled will have their phones ring and the first one to answer will receive the call and the information on the agent screen. Since ring_all ignores agent wait time and ranking and will call every agent that is available for the queue, we do not recommend using this method for large queues. When using ring_all, agents logged with phones that have the On Hook Agent disabled will have to use the Calls In Queue panel and click on the TAKE CALL link to take calls in queue. The amount of time the agents phone will ring for ring_all is set to the On-Hook Ring Time setting or the shortest ring time of the phones that will be called. We do not recommend using ring_all on high call volume queues, or queues with many agents. The ring_all method is intended to be used with only a few agents and on low call volume in-groups.</QXZ><BR> &nbsp; - <QXZ>overall_user_level_wait_time: same as overall_user_level except will use longest waiting as secondary order.</QXZ><BR> &nbsp; - <QXZ>campaign_rank_wait_time: same as campaign_rank except will use longest waiting as secondary order.</QXZ><BR> &nbsp; - <QXZ>fewest_calls_wait_time: same as fewest_calls except will use longest waiting as secondary order.</QXZ><BR> &nbsp; - <QXZ>fewest_calls_campaign_wait_time: same as fewest_calls_campaign except will use longest waiting as secondary order.</QXZ><BR> &nbsp; - <QXZ>inbound_group_rank_wait_time: same as inbound_group_rank except will use longest waiting as secondary order.</QXZ>
inbound_groups-on_hook_ring_time	On-Hook Ring Time	<QXZ>This option is only used for agents that are logged in with phones that have the agent-on-hook feature enabled. This is the number of seconds that each call attempt to the agent will ring for until the system will wait one second and start ringing the available agent phones again. This field can be overridden if the agent phones are set to a lower ring time which may be necessary to prevent calls from being sent one phones voicemail. Default is 15.</QXZ>
inbound_groups-on_hook_cid	On-Hook CID	<QXZ>This option is only used for agents that are logged in with phones that have the agent-on-hook feature enabled. This is the caller ID that will show up on their agent phones when the calls are ringing. GENERIC is a generic RINGAGENT00000000001 type of notification. INGROUP will show only the in-group the call came from. CUSTOMER_PHONE will show only the customer phone number. CUSTOMER_PHONE_RINGAGENT will show RINGAGENT_3125551212 with the RINGAGENT as part of the CID with the customer phone number. CUSTOMER_PHONE_INGROUP will show the first 10 characters of the in-group followed by the customer phone number. Default is CUSTOMER_PHONE_RINGAGENT. If you are using Asterisk 13 or higher, only the RINGAGENT options will work properly.</QXZ>
inbound_groups-on_hook_cid_number	On-Hook CID Number	<QXZ>This option allows you to set a CID Number to be sent out with the On-Hook CID. If you put a Y, YES or CUSTOMER in this field, then the customer CID number will be sent to the ringing agent phone. If you put a different phone number, that number will be sent. Default is blank for disabled.</QXZ>
inbound_groups-agent_search_method	Agent Search Method Override	<QXZ>This setting will allow you to override the dialplan agent search method and force one only for this inbound group. LB will search for the next agent on any server to send the answered call to. SO will only search on the originating server for an agent to send the answered call to. Default is blank for disabled. WARNING, setting this to -SO- can result in a much higher number of dropped calls.</QXZ>
inbound_groups-queue_priority	Queue Priority	<QXZ>This setting is used to define the order in which the calls from this inbound group should be answered in relation to calls from other inbound groups.</QXZ>
inbound_groups-fronter_display	Fronter Display	<QXZ>This field determines whether the inbound agent would have the fronter name - if there is one - displayed in the Status field when the call comes to the agent.</QXZ>
inbound_groups-ingroup_script	Campaign Script	<QXZ>This menu allows you to choose the script that will appear on the agents screen for this campaign. Select NONE to show no script for this campaign.</QXZ>
inbound_groups-ignore_list_script_override	Ignore List Script Override	<QXZ>This option allows you to ignore the list ID Script Override option for calls coming into this In-Group. Setting this to Y will ignore any List ID script settings. Default is N.</QXZ>
inbound_groups-status_group_id	Status Group Override	<QXZ>If this field is set, this Status Group will be used instead of the campaign statuses for calls handled by agents from this inbound group. This does not affect System Statuses which will always be shown. Statuses defined within this status group will not be available with Campaign HotKeys unless they are defined in Campaign Statuses. Default is not set.</QXZ>
inbound_groups-get_call_launch	Get Call Launch	<QXZ>This menu allows you to choose whether you want to auto-launch the web-form page in a separate window, auto-switch to the SCRIPT, EMAIL, or CHAT tab ,emails and chats must be allowed to have those options available, or do nothing when a call is sent to the agent for this campaign. If custom list fields are enabled on your system, FORM will open the FORM tab upon connection of a call to an agent.</QXZ>
inbound_groups-browser_alert_sound	Agent Browser Call Alert Sound	<QXZ>This option will override the same campaign setting for calls from this inbound group, if not set to ---DISABLED---. Default is ---DISABLED---.</QXZ>
inbound_groups-group_handling	Group Handling	<QXZ>This menu allows you to choose what type of inbound activity this group should handle. PHONE means this in-group is for handling phone calls and will show under the In-Group section. EMAIL is for handling incoming emails and will cause the group to be listed under the Email Group section. CHAT is for handling customer chats and will cause the group to be listed under the Email Group section</QXZ>
inbound_groups-answer_signal	Answer Signal	<QXZ>If set to START, an Answer signal will be sent to the call as soon as it arrives in the In-Group. If set to ROUTE, an Answer signal will be sent to the call when it is routed away from the In-Group. If set to NONE, no Answer signal will be sent. Default is START.</QXZ>
inbound_groups-xferconf_a_dtmf	Xfer-Conf DTMF	<QXZ>These four fields allow for you to have two sets of Transfer Conference and DTMF presets. When the call or campaign is loaded, the agent screen will show two buttons on the transfer-conference frame and auto-populate the number-to-dial and the send-dtmf fields when pressed. If you want to allow Consultative Transfers, a fronter to a closer, have the agent use the CONSULTATIVE checkbox, which does not work for third party agent screen consultative calls. For those just have the agent click the Dial With Customer button. Then the agent can just LEAVE-3WAY-CALL and move on to their next call. If you want to allow Blind transfers of customers to an AGI script for logging or an IVR, then place AXFER in the number-to-dial field. You can also specify a custom extension after the AXFER, for instance if you want to do a call to a special IVR you have set to extension 83900 you would put AXFER83900 in the number-to-dial field.</QXZ>
inbound_groups-timer_action	Timer Action	<QXZ>This feature allows you to trigger actions after a certain amount of time. the D1 and D2 DIAL options will launch a call to the Transfer Conference Number presets and send them to the agent session, this is usually used for simple IVR validation AGI applications or just to play a pre-recorded message. WEBFORM will open the web form address. MESSAGE_ONLY will simply display the message that is in the field below. NONE will disable this feature and is the default. This setting will override the Campaign settings. HANGUP will hang up the call when the timer is triggered, CALLMENU will send the call to the Call Menu specified in the Timer Action Destination field, EXTENSION will send the call to the Extension that is specified in the Timer Action Destination field, IN_GROUP will send the call to the In-Group specified in the Timer Action Destination field.</QXZ>
inbound_groups-timer_action_message	Timer Action Message	<QXZ>This is the message that appears on the agent screen at the time the Timer Action is triggered.</QXZ>
inbound_groups-timer_action_seconds	Timer Action Seconds	<QXZ>This is the amount of time after the call is connected to the customer that the Timer Action is triggered. Default is -1 which is also inactive.</QXZ>
inbound_groups-timer_action_destination	Timer Action Destination	<QXZ>This field is where you specify the Call Menu, Extension or In-Group that you want the call sent to if the Time Action is set to CALLMENU, EXTENSION or IN_GROUP. Default is empty.</QXZ>
inbound_groups-drop_call_seconds	Drop Call Seconds	<QXZ>The number of seconds a call will stay in queue before being considered a DROP.</QXZ>
inbound_groups-drop_call_seconds_override	Drop Seconds Override Container	<QXZ>This setting will allow you to override the In-Group Drop Seconds setting based upon the day-of-the-week and the time-of-day. In a WEEKDAY_TIMERANGE_SECONDS Settings Container you can set multiple lines of overrides, one per line, for this In-Group using the following format with each field separated by commas,<br>day-of-week,start-time,end-time,drop-seconds-override<br>The <U>day-of-week</U> can be a single day, MONDAY, TUESDAY, WEDNESDAY, THURSDAY, FRIDAY, SATURDAY, SUNDAY or it can be set to ALLDAYS for all 7 days a week.<br>The <U>start-time</U> and <U>end-time</U> both need to each be set to a four-digit time, based on 24-hour time, such as 1700 for 5:00pm server time.<br>The <U>drop-seconds-override</U> needs to be a number of seconds.<br>For example, if you have a line like the following,<br>MONDAY,0900,0930,300<br>Then on Mondays only from 9:00am to 9:30am, the Drop Seconds will be 300 seconds instead of what it is set to in the In-Group Drop Seconds setting.<br>NOTE, if there is more than one entry that will match the day and time, the last one in the settings container will be the one that is used.<br>Here is an example DROP_SECONDS_OVERRIDE Settings Container entry,<br><br>;day-of-week,start-time,end-time,drop-seconds-override<br>ALLDAYS,1200,1300,600<br>MONDAY,0900,0930,300<br>FRIDAY,1515,1700,900<br>FRIDAY,1725,1730,60</QXZ>
inbound_groups-drop_action	Drop Action	<QXZ>This menu allows you to choose what happens to a call when it has been waiting for longer than what is set in the Drop Call Seconds field. HANGUP will simply hang up the call, MESSAGE will send the call the Drop Exten that you have defined below, VOICEMAIL will send the call to the voicemail box that you have defined below and IN_GROUP will send the call to the Inbound Group that is defined below. VMAIL_NO_INST will send the call to the voicemail box that you have defined below and will not play instructions after the voicemail message.</QXZ>
inbound_groups-drop_lead_reset	Drop Lead Reset	<QXZ>This option if set to Y, will set the lead called-since-last-reset field to N when the call is dropped and sent to an action like Message, Voicemail or Hangup. Default is N for disabled.</QXZ>
inbound_groups-drop_exten	Drop Exten	<QXZ>If Drop Action is set to MESSAGE, this is the dial plan extension that the call will be sent to if it reaches Drop Call Seconds. For AGENTDIRECT in-groups, if the user is unavailable, 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.</QXZ>
inbound_groups-voicemail_ext	Voicemail	<QXZ>If Drop Action is set to VOICEMAIL, the call DROP would instead be directed to this voicemail box to hear and leave a message. In an AGENTDIRECT in-group, setting this to AGENTVMAIL will select the User voicemail ID to use.</QXZ>
inbound_groups-drop_inbound_group	Drop Transfer Group	<QXZ>If Drop Action is set to IN_GROUP, the call will be sent to this inbound group if it reaches Drop Call Seconds.</QXZ>
inbound_groups-drop_callmenu	Drop Call Menu	<QXZ>If Drop Action is set to CALLMENU, the call will be sent to this call menu if it reaches Drop Call Seconds.</QXZ>
inbound_groups-action_xfer_cid	Action Transfer CID	<QXZ>Used for Drop, After-hours and No-agent-no-queue actions. This is the caller ID number that the call uses before it is transferred to extensions, messages, voicemail or call menus. You can use CUSTOMER in this field to use the customer phone number, or CAMPAIGN to use the first allowed campaign caller id number. Default is CUSTOMER. If this is a call that will go to a Call Menu and then back to an in-group, we suggest you use CUSTOMERCLOSER in this field, and also you need to set the In-Group Handle Method in the Call Menu to CLOSER.</QXZ>
inbound_groups-call_time_id	Call Time	<QXZ>This is the call time scheme to use for this inbound group. Keep in mind that the time is based on the server time. Default is 24hours.</QXZ>
inbound_groups-after_hours_action	After Hours Action	<QXZ>The action to perform if it is after hours as defined in the call time for this inbound group. HANGUP will immediately hangup the call, MESSAGE will play the file in the After Hours Message Filename field, EXTENSION will send the call to the After Hours Extension in the dialplan and VOICEMAIL will send the call to the voicemail box listed in the After Hours Voicemail field, IN_GROUP will send the call to the inbound group selected in the After Hours Transfer Group select list. Default is MESSAGE. VMAIL_NO_INST will send the call to the voicemail box that you have defined below and will not play instructions after the voicemail message.</QXZ>
inbound_groups-after_hours_lead_reset	After Hours Lead Reset	<QXZ>This option if set to Y, will set the lead called-since-last-reset field to N when the call is after hours and sent to an action like Message, Voicemail or Hangup. Default is N for disabled.</QXZ>
inbound_groups-after_hours_message_filename	After Hours Message Filename	<QXZ>The audio file located on the server to be played if the Action is set to MESSAGE. Default is vm-goodbye</QXZ>
inbound_groups-after_hours_exten	After Hours Extension	<QXZ>The dialplan extension to send the call to if the Action is set to EXTENSION. Default is 8300. 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.</QXZ>
inbound_groups-after_hours_voicemail	After Hours Voicemail	<QXZ>The voicemail box to send the call to if the Action is set to VOICEMAIL. In an AGENTDIRECT in-group, setting this to AGENTVMAIL will select the User voicemail ID to use.</QXZ>
inbound_groups-afterhours_xfer_group	After Hours Transfer Group	<QXZ>If After Hours Action is set to IN_GROUP, the call will be sent to this inbound group if it enters the in-group outside of the call time scheme defined for the in-group.</QXZ>
inbound_groups-after_hours_callmenu	After Hours Call Menu	<QXZ>If After Hours Action is set to CALLMENU, the call will be sent to this Call Menu if it enters the in-group outside of the call time scheme defined for the in-group.</QXZ>
inbound_groups-no_agent_no_queue	No Agents No Queueing	<QXZ>If this field is set to Y, NO_READY or NO_PAUSED then no calls will be put into the queue for this in-group if there are no agents logged in and the calls will go to the No Agent No Queue Action. The NO_PAUSED option will also not send the callers into the queue if there are only paused agents in the in-group. The NO_READY option will also not send the callers into the queue if there are no agents ready to take the call in the in-group. Default is N. In an AGENTDIRECT in-group, setting this to AGENTVMAIL will select the User voicemail ID to use. You can also put AGENTEXT in this field if it is set to EXTENSION and the system will look up the user custom five field and send the call to that dialplan number. If set to N, the calls will queue up, even if there are no agents logged in and set to take calls from this in-group.</QXZ>
inbound_groups-no_agent_action	No Agent No Queue Action	<QXZ>If No Agent No Queue is enabled, then this field defines where the call will go if there are no agents in the In-Group. Default is MESSAGE, this plays the sound files in the Action Value field and then hangs up.</QXZ>
inbound_groups-no_agent_delay	No Agent No Queue Delay	<QXZ>The number of seconds after the call arrives in the In-Group before the No Agent No Queue checking process will run. Default is 0 seconds.</QXZ>
inbound_groups-nanq_lead_reset	No Agent No Queue Lead Reset	<QXZ>This option if set to Y, will set the lead called-since-last-reset field to N when No agent no queue is triggered and the call is sent to an action like Message, Voicemail or Hangup. Default is N for disabled.</QXZ>
inbound_groups-no_agent_action_value	No Agent No Queue Action Value	<QXZ>This is the value for the Action above. Default is</QXZ>: nbdy-avail-to-take-call|vm-goodbye.
inbound_groups-in_queue_nanque	In-Queue No Agents Check	<QXZ>If this field is set to Y, NO_READY, NO_PAUSED_EXCEPTIONS or NO_PAUSED then while calls are in the queue waiting for an agent, the system will check for available agents, and if there are no agents logged in the calls will go to the No Agent No Queue Action. The NO_PAUSED option will also not keep the callers in the queue if there are only paused agents in the in-group. The NO_PAUSED_EXCEPTIONS option will also not keep the callers in the queue if there are only paused agents in the in-group with the pause codes that appear in the selected list of pause codes. The NO_READY option will also not keep the callers in the queue if there are no agents ready to take the call in the in-group. Default is N. For details on where the calls will be sent, see the No Agent No Queue Action section above.</QXZ>
inbound_groups-in_queue_nanque_exceptions	In-Queue No Agents Pause Exceptions	<QXZ>If the In-Queue No Agents Check setting above is set to NO_PAUSED_EXCEPTIONS, then this is where you select the Settings Container, of the PAUSE_CODES_LIST container type, that will have the list of pause codes, one per line, that will be used to match against in determining whether to allow calls to stay in that in-group queue or not. Default is -blank-.</QXZ>
inbound_groups-max_calls_method	Max Calls Method	<QXZ>This option can enable the maximum concurrent calls feature for this in-group. If set to TOTAL, then the total number of calls being handled by agents and in queue in this in-group will not be allowed to exceed the Max Calls Count number of lines as defined below. If set to IN_QUEUE, then if the number of calls in queue waiting for agents will not be allowed to exceed the Max Calls Count no matter how many calls are with agents for this in-group. Default is DISABLED.</QXZ>
inbound_groups-max_calls_count	Max Calls Count	<QXZ>This option must be set higher than 0 if you want to use the Max Calls Method feature. Default is 0.</QXZ>
inbound_groups-max_calls_action	Max Calls Action	<QXZ>This is the action to be taken if the Max Calls Method is enabled and the number of calls exceeds what is set above in the Max Calls Count setting. The calls above that amount will be sent to either the DROP action, the AFTERHOURS action or the NO_AGENT_NO_QUEUE action and will be logged as a MAXCAL status with a MAXCALLS hangup reason. Default is NO_AGENT_NO_QUEUE.</QXZ>
inbound_groups-areacode_filter	Areacode Filter	<QXZ>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.</QXZ>
inbound_groups-areacode_filter_seconds	Areacode Filter Seconds	<QXZ>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.</QXZ>
inbound_groups-areacode_filter_action	Areacode Filter Action	<QXZ>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.</QXZ>
inbound_groups-welcome_message_filename	Welcome Message Filename	<QXZ>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.</QXZ>
inbound_groups-play_welcome_message	Play Welcome Message	<QXZ>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.</QXZ>
inbound_groups-moh_context	Music On Hold Context	<QXZ>The music on hold context to use when the customer is placed on hold. Default is default.</QXZ>
inbound_groups-onhold_prompt_filename	On Hold Prompt Filename	<QXZ>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.</QXZ>
inbound_groups-prompt_interval	On Hold Prompt Interval	<QXZ>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.</QXZ>
inbound_groups-onhold_prompt_no_block	On Hold Prompt No Block	<QXZ>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.</QXZ>
inbound_groups-onhold_prompt_seconds	On Hold Prompt Seconds	<QXZ>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.</QXZ>
inbound_groups-play_place_in_line	Play Place in Line	<QXZ>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.</QXZ>
inbound_groups-place_in_line_caller_number_filename	Place in Line Caller Number	<QXZ>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-.</QXZ>
inbound_groups-place_in_line_you_next_filename	Place in Line You Are Next Filename	<QXZ>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-.</QXZ>
inbound_groups-play_estimate_hold_time	Play Estimated Hold Time	<QXZ>This defines whether the caller will hear the estimated hold time before they are transferred to an agent. Default is N. If the customer is on hold and hears this estimated hold time message, the minimum time that will be played is 15 seconds.</QXZ>
inbound_groups-calculate_estimated_hold_seconds	Calculate Estimated Hold Seconds	<QXZ>This defines the number of seconds into the queue that the customer will wait before the Estimated Hold Time will be calculated and optionally played. Minimum is 3 seconds, even if set lower than 3. Default is 0.</QXZ>
inbound_groups-eht_minimum_prompt_filename	Estimated Hold Time Minimum Filename	<QXZ>If the Estimated Hold Time is active and it is calculated to be at or below the minimum of 15 seconds, then this prompt file will be played instead of the default announcement. Default is Empty for inactive.</QXZ>
inbound_groups-eht_minimum_prompt_no_block	Estimated Hold Time Minimum Prompt No Block	<QXZ>If Estimated Hold Time is active and the Estimated Hold Time Minimum Filename field above is filled-in, then this option to allow calls in line behind a call where the prompt is playing to go to an agent if one becomes available while the message is playing. While the prompt is playing to a customer they cannot be sent to an agent. Default is N.</QXZ>
inbound_groups-eht_minimum_prompt_seconds	Estimated Hold Time Minimum Prompt Seconds	<QXZ>This field needs to be set to the number of seconds that the Estimated Hold Time Minimum Filename prompt plays for. Default is 10.</QXZ>
inbound_groups-wait_time_option	Wait Time Option	<QXZ>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.</QXZ>
inbound_groups-wait_time_second_option	Wait Time Second Option	<QXZ>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.</QXZ>
inbound_groups-wait_time_third_option	Wait Time Third Option	<QXZ>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.</QXZ>
inbound_groups-wait_time_option_seconds	Wait Time Option Seconds	<QXZ>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.</QXZ>
inbound_groups-wait_time_lead_reset	Wait Time Option Lead Reset	<QXZ>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.</QXZ>
inbound_groups-wait_time_option_exten	Wait Time Option Extension	<QXZ>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.</QXZ>
inbound_groups-wait_time_option_callmenu	Wait Time Option Callmenu	<QXZ>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.</QXZ>
inbound_groups-wait_time_option_voicemail	Wait Time Option Voicemail	<QXZ>If Wait Time Option is set to PRESS_VMAIL, this is the voicemail box that the call will be sent to if the customer presses the option key when presented with the option. In an AGENTDIRECT in-group, setting this to AGENTVMAIL will select the User voicemail ID to use.</QXZ>
inbound_groups-wait_time_option_xfer_group	Wait Time Option Transfer In-Group	<QXZ>If Wait Time Option is set to PRESS_INGROUP, this is the inbound group that the call will be sent to if the customer presses the option key when presented with the option.</QXZ>
inbound_groups-wait_time_option_press_filename	Wait Time Option Press Filename	<QXZ>If Wait Time Option is set to one of the PRESS_ options, this is the filename prompt that is played if the customer wait time exceeds the Wait Time Option Seconds to give the customer the option to press 1, 2 or 3 on their phone to run the selected Wait Time Press options. It is very important that you include options in the audio file for all of your selected Wait Time Options, and that the audio file length in seconds is properly defined in the Filename Seconds field below or there will be problems. Default is to-be-called-back.</QXZ>
inbound_groups-wait_time_option_no_block	Wait Time Option Press No Block	<QXZ>Setting this option to Y will allow calls in line behind a call where the Wait Time Option Press Filename prompt is playing to go to an agent if one becomes available while the message is playing. While the Wait Time Option Press Filename message is playing to a customer they cannot be sent to an agent. Default is N.</QXZ>
inbound_groups-wait_time_option_prompt_seconds	Wait Time Option Press Filename Seconds	<QXZ>This field needs to be set to the number of seconds that the Wait Time Option Press Filename plays for. Default is 10.</QXZ>
inbound_groups-wait_time_option_callback_filename	Wait Time Option After Press Filename	<QXZ>If Wait Time Option is set to one of the PRESS_ options, this is the filename prompt that is played after the customer has pressed 1, 2 or 3.</QXZ>
inbound_groups-wait_time_option_callback_list_id	Wait Time Option Callback List ID	<QXZ>If Wait Time Option is set to PRESS_CID_CALLBACK, this is the List ID the call is added to as a new lead if the customer presses the option key when presented with the option.</QXZ>
inbound_groups-wait_hold_option_priority	Wait Hold Option Priority	<QXZ>If both Estimated Hold Time options and Wait Time options are active, this setting will define whether one, the other or both of these features are active. For example, if the Estimated Hold Time Option is set to 360, the Wait Time option is set to 120 and the customer has been waiting for 120 seconds and there are still 400 seconds estimated hold time, then they are both active at the same time and this setting will be checked to see what options will be offered. Default is WAIT only.</QXZ>
inbound_groups-hold_time_option	Estimated Hold Time Option	<QXZ>This allows you to specify the routing of the call if the estimated hold 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_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.</QXZ>
inbound_groups-hold_time_second_option	Hold Time Second Option	<QXZ>Same as the first Hold Time Option field above, except this one will check for the customer pressing the 2 key. Default is NONE. If no first Hold Time Option is selected then this option will not be offered.</QXZ>
inbound_groups-hold_time_third_option	Hold Time Third Option	<QXZ>Same as the first Hold Time Option field above, except this one will check for the customer pressing the 3 key. Default is NONE. If no Second Hold Time Option is selected then this option will not be offered.</QXZ>
inbound_groups-hold_time_option_seconds	Hold Time Option Seconds	<QXZ>If Hold Time Option is set to anything but NONE, this is the number of seconds of estimated hold time that will trigger the hold time option. Default is 360 seconds.</QXZ>
inbound_groups-hold_time_option_minimum	Hold Time Option Minimum	<QXZ>If Hold Time Option enabled, this is the minimum number of seconds the call must be waiting before it will be presented with the hold time option. The hold time option will immediately be presented at this time if the estimated hold time is greater than the Hold Time Option Seconds value. Default is 0 seconds.</QXZ>
inbound_groups-hold_time_lead_reset	Hold Time Option Lead Reset	<QXZ>This option if set to Y, will set the lead called-since-last-reset field to N when the Hold Time Option is triggered and the call is sent to an action like Message, Voicemail or Hangup. Default is N for disabled.</QXZ>
inbound_groups-hold_time_option_exten	Hold Time Option Extension	<QXZ>If Hold Time Option is set to EXTENSION, this is the dialplan extension that the call will be sent to if the estimated hold time exceeds the Hold Time Option Seconds. 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.</QXZ>
inbound_groups-hold_time_option_callmenu	Hold Time Option Callmenu	<QXZ>If Hold Time Option is set to CALL_MENU, this is the Call Menu that the call will be sent to if the estimated hold time exceeds the Hold Time Option Seconds.</QXZ>
inbound_groups-hold_time_option_voicemail	Hold Time Option Voicemail	<QXZ>If Hold Time Option is set to VOICEMAIL, this is the voicemail box that the call will be sent to if the estimated hold time exceeds the Hold Time Option Seconds. In an AGENTDIRECT in-group, setting this to AGENTVMAIL will select the User voicemail ID to use.</QXZ>
inbound_groups-hold_time_option_xfer_group	Hold Time Option Transfer In-Group	<QXZ>If Hold Time Option is set to IN_GROUP, this is the inbound group that the call will be sent to if the estimated hold time exceeds the Hold Time Option Seconds.</QXZ>
inbound_groups-hold_time_option_press_filename	Hold Time Option Press Filename	<QXZ>If Hold Time Option is set to one of the PRESS_ options, this is the filename prompt that is played if the estimated hold time exceeds the Hold Time Option Seconds to give the customer the option to press 1 on their phone to run the selected Hold Time Press Option. It is very important that this audio file is 10 seconds or less or there will be problems. Default is to-be-called-back.</QXZ>
inbound_groups-hold_time_option_no_block	Hold Time Option Press No Block	<QXZ>Setting this option to Y will allow calls in line behind a call where the Hold Time Option Press Filename prompt is playing to go to an agent if one becomes available while the message is playing. While the Hold Time Option Press Filename message is playing to a customer they cannot be sent to an agent. Default is N.</QXZ>
inbound_groups-hold_time_option_prompt_seconds	Hold Time Option Press Filename Seconds	<QXZ>This field needs to be set to the number of seconds that the Hold Time Option Press Filename plays for. Default is 10.</QXZ>
inbound_groups-hold_time_option_callback_filename	Hold Time Option After Press Filename	<QXZ>If Hold Time Option is set to one of the PRESS_ options or CALLERID_CALLBACK, this is the filename prompt that is played after the customer has pressed 1 or the call has been added to the callback list.</QXZ>
inbound_groups-hold_time_option_callback_list_id	Hold Time Option Callback List ID	<QXZ>If Hold Time Option is set to CALLERID_CALLBACK, this is the List ID the call is added to as a new lead if the estimated hold time exceeds the Hold Time Option Seconds.</QXZ>
inbound_groups-icbq_expiration_hours	Callback Queue Expire Hours	<QXZ>If a Hold Time or Wait Time Option is set to PRESS_CALLBACK_QUEUE, this is the maximum number of hours that an entry can stay in the inbound callback queue before it is removed without dialing it. Default is 96 hours.</QXZ>
inbound_groups-icbq_call_time_id	Callback Queue Call Time	<QXZ>For any inbound callback queue outbound calls to be placed, this is the local call time used to determine if the number can be dialed right now or not.</QXZ>
inbound_groups-icbq_dial_filter	Callback Queue Dial Filter	<QXZ>This option allows you to remove DNC numbers from your Callback Queue. You can use any combination of: Internal DNC List, Campaign DNC List tied to campaign of the list where the lead is, and Areacode DNC wildcard</QXZ>
inbound_groups-cid_cb_confirm_number	CID Callback Number Validation	<QXZ>If this option is enabled, the Caller ID Number of the customer will be checked for valid length, and optionally checked against a Filter Phone Group to determine if it is valid. This option will also play back the phone number to the customer and ask them to confirm that they want to use this number to be called back at. The customer will also have the option of entering in a different phone number to be called back at. The ONLY_IF_INVALID option will not ask the customer to confirm if the Caller ID number is valid. Default is NO for disabled.</QXZ>
inbound_groups-cid_cb_invalid_filter_phone_group	CID Callback Number Invalid Filter Phone Group	<QXZ>If CID Callback Number Validation is enabled, then this optional setting will check to see if the customer Caller ID Number is in the selected Filter Phone Group, and if it is the number will be considered invalid and the customer will be asked to enter in a phone number to be called back at. Default is empty, for disabled.</QXZ>
inbound_groups-cid_cb_valid_length	CID Callback Number Length	<QXZ>If CID Callback Number Validation is enabled, then this setting is where the length of a valid Caller ID number is input. You can enter more than one length number by separating them with a dash, so 10-11 would consider both ten and eleven digits to be valid Caller ID phone numbers. Default is 10.</QXZ>
inbound_groups-cid_cb_valid_filename	CID Callback Number Valid Filename	<QXZ>This is the audio prompt or prompts that the customer will hear if CID Callback Number Validation is set to YES and they have a valid Caller ID phone number. You can optionally have multiple prompts in this setting separated by a pipe character, and you can also optionally have the phone number spoken by using --PHONE-- as a part of the value for this setting. An example script for this audio prompt might look something like this - To receive a call back on this number 9876543210, please press 1, or press 2 if you want us to call you back on a different number. - Default is blank, for disabled.</QXZ>
inbound_groups-cid_cb_confirmed_filename	CID Callback Number Confirmed Filename	<QXZ>This is the audio prompt or prompts that the customer will hear if they have confirmed the phone number that they are to be called back on. You can optionally have multiple prompts in this setting separated by a pipe character, and you can also optionally have the phone number spoken by using --PHONE-- as a part of the value for this setting. An example script for this audio prompt might look something like this - That is great, we will keep your place in the queue and call you back on 9876543210 as soon as one of our team members is available.  Thank you for calling. - Default is blank.</QXZ>
inbound_groups-cid_cb_enter_filename	CID Callback Number Enter Filename	<QXZ>This is the audio prompt that the customer will hear when they have been asked to enter the phone number that they want to be called back on. An example script for this audio prompt might look something like this - Using the keypad on your telephone, please enter the number you wish to be called back on including local area code or full mobile number followed by the pound key. - Default is blank.</QXZ>
inbound_groups-cid_cb_you_entered_filename	CID Callback Number You Entered Filename	<QXZ>This is the audio prompt that the customer will hear immediately after they have entered the phone number that they want to be called back on. An example script for this audio prompt might look something like this - Thanks, you have entered - Default is blank.</QXZ>
inbound_groups-cid_cb_press_to_confirm_filename	CID Callback Number Confirm Filename	<QXZ>This is the audio prompt that the customer will hear after the CID Callback Number You Entered Filename prompt and the number they have entered have both played after they have entered the phone number that they want to be called back on. An example script for this audio prompt might look something like this - Please press 1 to confirm this number or press 2 if this is incorrect and to enter the number again. - Default is blank.</QXZ>
inbound_groups-cid_cb_invalid_filename	CID Callback Number Invalid Filename	<QXZ>This is the audio prompt that the customer will hear if they have entered an invalid phone number to be called back at. After this prompt plays, the customer will be sent back to the CID Callback Number Enter Filename prompt. After entering an invalid number 2 times, the customer will be sent to the CID Callback Number Error prompt mentioned below. An example script for this audio prompt might look something like this - We are sorry but we cannot recognize the number that you have entered. - Default is blank.</QXZ>
inbound_groups-cid_cb_reenter_filename	CID Callback Number Reenter Filename	<QXZ>This is the audio prompt that the customer will hear if they have entered in a phone number but pressed 2 to not confirm the number they just entered. After this prompt plays, the customer will be sent back to the CID Callback Number Enter Filename prompt. An example script for this audio prompt might look something like this - Okay, lets try again. - Default is blank.</QXZ>
inbound_groups-cid_cb_error_filename	CID Callback Number Error Filename	<QXZ>This is the audio prompt that the customer will hear if they have entered in an invalid phone number twice. After this prompt plays, the customer will be sent back to queue. An example script for this audio prompt might look something like this - It looks like we are having some difficulty, so please hold and we will transfer you to one of our team members as soon as possible. - Default is blank.</QXZ>
inbound_groups-closing_time_action	Closing Time Action	<QXZ>This allows you to specify the routing of the call if the closing time of the in-group is reached while the call is still waiting for an agent, Closing time is the end of the Call Time that is defined for this in-group. Default is DISABLED. 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_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 above.</QXZ>
inbound_groups-closing_time_now_trigger	Closing Time Now Trigger	<QXZ>If Closing Time Action is enabled, this flag allows you to send all customers waiting in the queue to the Closing Time Action as defined above, before the actual closing time is reached for the day.</QXZ>
inbound_groups-closing_time_filename	Closing Time Press Filename	<QXZ>If Closing Time Option is set to one of the PRESS_ options, this is the filename prompt that is played if the in-group has reached the closing time for the day. It is very important that this audio file is 10 seconds or less or there will be problems.</QXZ>
inbound_groups-closing_time_end_filename	Closing Time End Filename	<QXZ>If Closing Time Option is set to one of the PRESS_ options or PRESS_CID_CALLBACK or PRESS_CALLBACK_QUEUE, this is the filename prompt that is played after the customer has pressed 1 or the call has been added to the callback list or queue.</QXZ>
inbound_groups-closing_time_lead_reset	Closing Time Option Lead Reset	<QXZ>This option if set to Y, will set the lead called-since-last-reset field to N when the Closing Time Option is triggered and the call is sent to an action like Message, Voicemail or Hangup. Default is N for disabled.</QXZ>
inbound_groups-closing_time_option_exten	Closing Time Option Extension	<QXZ>If Closing Time Option is set to EXTENSION, this is the dialplan extension that the call will be sent to if the Closing Time is reached. 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.</QXZ>
inbound_groups-closing_time_option_callmenu	Closing Time Option Callmenu	<QXZ>If Closing Time Option is set to CALL_MENU, this is the Call Menu that the call will be sent to if the Closing Time is reached.</QXZ>
inbound_groups-closing_time_option_voicemail	Closing Time Option Voicemail	<QXZ>If Closing Time Option is set to VOICEMAIL, this is the voicemail box that the call will be sent to if the Closing Time is reached. In an AGENTDIRECT in-group, setting this to AGENTVMAIL will select the User voicemail ID to use.</QXZ>
inbound_groups-closing_time_option_xfer_group	Closing Time Option Transfer In-Group	<QXZ>If Closing Time Option is set to IN_GROUP, this is the inbound group that the call will be sent to if the Closing Time is reached.</QXZ>
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_search_list	Agent Screen Search List Restrict	<QXZ>If this field is populated with a List ID, and the campaign Agent Search In-Group List Restrict setting is enabled, and an agent receives a call from this In-Group, when they use the Lead Search function in their agent screen the results will be restricted to leads within this list ID. Default is blank for disabled.</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 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-third_alert_trigger	Third 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 Third 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-third_alert_trigger_seconds	Third Agent Alert Trigger Seconds	<QXZ>If the Third 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-third_alert_filename	Third Agent Alert Filename	<QXZ>The third audio file to play to an agent to announce that a call is coming to the agent. default is empty.</QXZ>
inbound_groups-third_alert_delay	Third Agent Alert Delay	<QXZ>The length of time in milliseconds to wait before sending the call to the agent after playing the on Third Agent Alert. Default is 1000.</QXZ>
ingroups-third_alert_container	Third 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-third_alert_only	Third Agent Alert Only	<QXZ>If enabled, and the third 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>
inbound_groups-ingroup_rec_filename	In-Group Recording Filename	<QXZ>This field will override the Campaign Recording Filenaming Scheme unless it is set to NONE. The allowed variables are CAMPAIGN INGROUP CUSTPHONE FULLDATE TINYDATE EPOCH AGENT VENDORLEADCODE LEADID CALLID RECID. If your dialers have --POST recording processing enabled, you can also use POSTVLC POSTSP POSTARRD3 POSTSTATUS. These POST options will alter the recording file name after the call has been finished and will replace the post variable with the value from the default fields. The default is FULLDATE_AGENT and would look like this 20051020-103108_6666. Another example is CAMPAIGN_TINYDATE_CUSTPHONE which would look like this TESTCAMP_51020103108_3125551212. The resulting filename must be less than 90 characters in length. Default is NONE.</QXZ>
inbound_groups-stereo_recording	Stereo Call Recordings	<QXZ>If set to anything but DISABLED, this will allow additional stereo recordings with the customer on one side and the agent on the other for calls handled through this In-Group. If set to CUSTOMER_ONLY, the agent side will be silent. If set to CUSTOMER_MUTE, the customer side will be silent. If set to BOTH_CHANNELS, then all audio will be included. Default is DISABLED. NOTE: these Stereo Recording options do NOT default to inherit settings from whatever campaign the agent is logged into, which is how default mono call recording works. If you want calls handled through an In-Group to be Stereo Recorded, then that In-Group needs to have these settings enabled.</QXZ>
inbound_groups-stereo_recording_agent	Stereo Recording Agent Control	<QXZ>If Stereo Call Recordings is enabled, this setting will define if the agent has control over the Stereo Call Recordings for calls handled through this In-Group, and if so, how much control they have. NEVER will disable stereo recording on the client. ONDEMAND 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 is the default and will start recording on the client whenever a call is sent to an agent giving the agent no option to stop recording. Default is ALLFORCE.</QXZ>
inbound_groups-stereo_rec_filename	Stereo Rec Filename	<QXZ>If Stereo Call Recordings is enabled, this will be the recording filename of the Stereo call recordings for calls handled through this In-Group. This cannot be set the same as the Campaign Rec Filename. This field is required to be populated for Stereo Call Recording to work for calls handled through this In-Group. The dynamic fields that can be used are the same as can be used in the In-Group Recording Filename. Default is S_FULLDATE_CUSTPHONE.</QXZ>
inbound_groups-stereo_parallel_recording	Parallel Stereo Recordings	<QXZ>if enabled, then every call will be recorded in its entirety for calls handled through this In-Group, from when the agent receives it until it leaves the agent session. The options include: CUSTOMER-ONLY, CUSTOMER-MUTED and FULL-RECORDING. If Stereo Recording Agent Control is also enabled, that can itself also result in multiple recordings on a single call. Default is DISABLED.</QXZ>
inbound_groups-parallel_rec_xx_filename	Parallel Rec Filenames	<QXZ>If Parallel Stereo Recordings are enabled, then these optional fields can be used to customize the call recording filenames for each type of Parallel Stereo Call Recording. If these fields are not populated, then the system will default to use the Stereo Rec Filename with a prefix at the beginning of each filename for the type of Parallel Stereo Call Recording that has been used: CO for Customer-Only, CM for Customer-Muted and FR for Full-Recording. Default is blank for all 3 of these fields.</QXZ>
inbound_groups-recording_dtmf_muting	Recording DTMF Muting	<QXZ>NOT FUNCTIONAL, STILL IN DEVELOPMENT. If enabled, and Allow Recording DTMF Detection is also enabled, call recordings for calls handled through this In-Group will be muted for this number of seconds after the first DTMF signal is detected while recording is active. Default is 0 for disabled.</QXZ>
inbound_groups-qc_enabled	QC Enabled	<QXZ>Setting this field to Y allows for the agent Quality Control features to work. Default is N.</QXZ>
inbound_groups-qc_statuses	QC Statuses	<QXZ>This area is where you select which statuses of leads should be gone over by the QC system. Place a check next to the status that you want QC to review. </QXZ>
inbound_groups-qc_statuses_id	QC Statuses ID	<QXZ>This area is where you select which "QC_TEMPLATE" settings container will be used to determine the call statuses that are eligible for QC evaluation in this ingroup.  This will override both campaign and list "QC Statuses ID" settings. </QXZ>
inbound_groups-qc_shift_id	QC Shift	<QXZ>This is the shift timeframe used to pull QC records for an inbound_group. The days of the week are ignored for these functions.</QXZ>
inbound_groups-qc_get_record_launch	QC Get Record Launch	<QXZ>This allows one of the following actions to be triggered upon a QC agent receiving a new record.</QXZ>
inbound_groups-qc_show_recording	QC Show Recording	<QXZ>This allows for a recording that may be linked with the QC record to be display in the QC agent screen.</QXZ>
inbound_groups-qc_scorecard	QC Scorecard	<QXZ>This is the scorecard to be shown to the agent when evaluating a QC record.</QXZ>
inbound_groups-qc_web_form_address	QC WebForm Address	<QXZ>This is the website address that a QC agent can go to when clicking on the WEBFORM link in the QC screen.</QXZ>
inbound_groups-qc_script	QC Script	<QXZ>This is the script that can be used by QC agents in the SCRIPT tab in the QC screen.</QXZ>
inbound_groups-hold_recall_xfer_group	Hold Recall Transfer In-Group	<QXZ>If a customer calls back to this in-group more than once and this is not set to NONE, then the call will automatically be sent on to the In-Group selected in this field. Default is NONE.</QXZ>
inbound_groups-no_delay_call_route	No Delay Call Route	<QXZ>Setting this to Y will remove all wait times and audio prompts and attempt to send the call right to an agent. Does not override welcome message or on hold prompt settings. Default is N.</QXZ>
inbound_groups-answer_sec_pct_rt_stat_one	Stats Percent of Calls Answered Within X seconds	<QXZ>This field allows you to set the number of hold seconds that the realtime stats display will use to calculate the percentage of answered calls that were answered within X number of seconds on hold.</QXZ>
inbound_groups-enter_ingroup_url	Enter In-Group URL	<QXZ>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.</QXZ>
inbound_groups-start_call_url	Start Call URL	<QXZ>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.</QXZ> <QXZ>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.</QXZ>
inbound_groups-dispo_call_url	Dispo Call URL	<QXZ>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.</QXZ> <QXZ>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.</QXZ> <QXZ>If you want the campaign Dispo Call URL to be used for inbound calls, then put CAMP into this field.</QXZ>
inbound_groups-na_call_url	No Agent Call URL	<QXZ>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. --A--dispo--B-- can be used to retrieve the system-defined disposition for the call. This URL can NOT be a relative path. Default is blank.</QXZ> <QXZ>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. 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.</QXZ>
inbound_groups-talk_sec_url	Talk Seconds URLs	<QXZ>This feature allows you to define URLs that can be triggered by the Agent Screen when the agent is talking to the customer based upon how many seconds they have been talking. If the customer hangs up, then no more Talk Seconds URLs will be triggered. To define these Talk Seconds URLs, just click on the link to the right. If there are no active Talk Seconds URLs defined for an In-Group, then the Campaign Talk Seconds URLs for the campaign the agent is logged into will be used for those In-Group calls. If you want to ensure that the Campaign Talk Seconds URLs are not used for this In-Group, then you can create a Talk Seconds URLs entry for the In-Group that has Active set to -N- and the URL set to -FORCEDISABLE-.</QXZ>
inbound_groups-waiting_call_url_on	Waiting Call URL On	<QXZ>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.</QXZ>
inbound_groups-add_lead_url	Add Lead URL	<QXZ>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</QXZ>
inbound_groups-add_lead_timezone	Add Lead Timezone	<QXZ>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.</QXZ>
inbound_groups-default_group_alias	Default Group Alias	<QXZ>If you have allowed Group Aliases for the campaign that the agent is logged into then this is the group alias that is selected first by default on a call coming in from this inbound group when the agent chooses to use a Group Alias for an outbound manual call. Default is NONE or empty.</QXZ>
inbound_groups-dial_ingroup_cid	Dial In-Group CID	<QXZ>If the agent campaign allows for Manual In-Group Dialing, this caller ID number will be sent as the outgoing CID of the phone call if it is populated, overriding the campaign settings and list CID override setting. Default is empty.</QXZ>
inbound_groups-extension_appended_cidname	Extension Append CID	<QXZ>If enabled, the calls coming in from this in-group will have a space and the phone extension of the agent appended to the end of the CallerID name for the call before it is sent to the agent. Default is N for disabled. If USER is part of the option, then the user ID will be used instead of the phone extension. If WITH_CAMPAIGN is used, then another space and the campaign ID will be included as well.</QXZ>
inbound_groups-uniqueid_status_display	Uniqueid Status Display	<QXZ>If enabled, when an agent receives a call through this in-group they will see the uniqueid of the call added to the status line in their agent interface. The PREFIX option will add the prefix, defined below, to the beginning of the uniqueid in the display. Default is DISABLED. If there was already a Uniqueid defined on a call entering this in-group, then the original uniqueid will be displayed. If the PRESERVE option is used and the call is sent to a second agent, the uniqueid and prefix displayed to the first agent will also be displayed to the second agent.</QXZ>
inbound_groups-uniqueid_status_prefix	Uniqueid Status Prefix	<QXZ>If PREFIX option is selected above then this is the value of that prefix. Default is empty.</QXZ>
inbound_groups-customer_chat_screen_colors	Customer Chat Screen Colors	<QXZ>This option allows you to select the colors and logo that the customer will see when they use the chat screen. default is the default blue color scheme.</QXZ>
inbound_groups-customer_chat_survey_link	Customer Chat Survey Link	<QXZ>This option allows you to define a link that the customer can go to after their chat session is over so that they can take a survey. If no link is defined then the customer will not be presented with a link. default is the empty.</QXZ>
inbound_groups-customer_chat_survey_text	Customer Chat Survey Text	<QXZ>If the Survey Link above is populated, then this field can be used to define the text that is shown to the customer for them to click on to go to the survey link. default is the empty, in which case -PLEASE TAKE OUR SURVEY- will be used.</QXZ>
inbound_groups-populate_lead_ingroup	Populate Lead In-Group	<QXZ>If this option is ENABLED, then when a new lead is created when going into an In-Group, the security_phrase or Show field will be populated with the Group ID of the In-Group. Default is ENABLED.</QXZ>
inbound_groups-state_descriptions	State Descriptions Banner	<QXZ>If this option is set to a valid STATE_DESCRIPTIONS container type, and the agent is logged into a campaign with State Descriptions Banner enabled, then a banner will be displayed in the agent screen below the current call status banner near the top of the screen when a call is delivered to the agent. This option will override the campaign setting for calls from this In-Group. This field uses the lead -state- field value. You can use any HTML-safe color for these. If the state is blank, you can set a blank value in the container to set a description for them. The Default is DISABLED. The STATE_DESCRIPTIONS container entry should have one state per line with 3 fields on every line separated by a commas: State,Color,Description. For example:<br>FL,Yellow,Florida Sunshine<br>GA,PeachPuff,Georgia Peaches<BR>WI,Orange,Wisconsin Cheeses</QXZ>
inbound_groups-populate_lead_province	Populate Lead Province	<QXZ>If this option is not DISABLED, then the system will look up the original DID that the inbound call came in on and populate one of the listed DID fields in the province field on the customer lead. The OW options will overwrite the province field every time the call enters this In-Group. Default is DISABLED.</QXZ>
inbound_groups-populate_lead_owner	Populate Lead Owner	<QXZ>If this option is not DISABLED, then the system will look up the original DID that the inbound call came in on and populate one of the listed DID fields in the owner field on the customer lead. The OW options will overwrite the owner field every time the call enters this In-Group. If the OWNERCUSTOM option is used, then the owner field will only be populated with the value used to search for the lead with, if that Handle Method was used. Default is DISABLED.</QXZ>
inbound_groups-populate_state_areacode	Populate Lead State Areacode	<QXZ>If this option is not DISABLED, then the system will look up the state that the areacode of the phone number is from and populate the state field with that value. If the OVERWRITE_ALWAYS option is selected, then every time that lead goes through this in-group, the state field will be looked up and populated again. Default is DISABLED.</QXZ>
inbound_groups-inbound_survey	After Call Survey	<QXZ>If this option is ENABLED, then the customer calling in to this In-Group will be asked if they would like to participate in a survey after their call has been handled by an agent. Default is DISABLED.</QXZ>
inbound_groups-inbound_survey_filename	After Call Survey Accept Filename	<QXZ>If the After Call Survey option is enabled above, this is the filename of the audio prompt that is played to ask the customer if they want to participate in the survey.</QXZ>
inbound_groups-inbound_survey_accept_digit	After Call Survey Accept Digit	<QXZ>If the After Call Survey option is enabled above, this is the digit that the customer must press to have their call set to take a survey after the agent has handled their call.</QXZ>
inbound_groups-inbound_survey_question_filename	After Call Question Filename	<QXZ>If the After Call Survey option is enabled above, and if the customer has chosen to take the survey, this is the audio prompt filename that will play the question to the customer. The response to this survey question will be stored in the live_inbound_log database table.</QXZ>
inbound_groups-inbound_survey_callmenu	After Call End Call Menu	<QXZ>If the After Call Survey option is enabled above, this is the Call Menu that the customer will be sent to after the customer has responded to the survey question. This option can allow the customer to answer additional questions within Call Menus if desired. If this field is blank, the customer phone call will be hung up after they respond to the question.</QXZ>
inbound_groups-customer_chat_link	Customer Chat Link	<QXZ>Clicking this link will take you to the customer chat interface for this in-group.  You can use this link as a direct link on your website for a customer chat feature. The first link will go to a page in an IFRAME, the Second Link will go directly to a page that you can put into your own IFRAME. The Chat URL System Setting should look like one of these links without what is after the question mark.</QXZ>
inbound_groups-custom_fields	Custom In-Group Fields	<QXZ>These five custom In-Group fields allow you to define variables that can be used in agent scripts, webforms and Dispo Call URL variables for calls handled through this Inbound Group on a per-ingroup basis. These variables can be called with --A--ig_custom_one--B-- for the Custom 1 field. Default is blank.</QXZ>
inbound_dids-did_pattern	DID Extension	<QXZ>This is the number, extension or DID that will trigger this entry and that you will route within the system using this function. There is a reserved default DID that you can use which is just the word -default- without the dashes, that will allows you to send any call that does not match any other existing patterns to the default DID.</QXZ>
inbound_dids-did_description	DID Description	<QXZ>This is the description of the DID routing entry.</QXZ>
inbound_dids-did_carrier_description	DID Carrier Description	<QXZ>This is another description field for the DID, to be used to describe the carrier of this DID. It is not used for any other purpose in the system.</QXZ>
inbound_dids-did_active	DID Active	<QXZ>This the field where you set the DID entry to active or not. Default is Y.</QXZ>
inbound_dids-user_group	Admin User Group	<QXZ>This is the administrative user group for this did, this allows admin viewing of this did restricted by user group. Default is --ALL-- which allows any admin user to view this did.</QXZ>
inbound_dids-did_route	DID Route	<QXZ>This the type of route that you set the DID to use. EXTEN will send calls to the extension entered below, VOICEMAIL will send calls directly to the voicemail box entered below, AGENT will send calls to an agent if they are logged in, PHONE will send the call to a phones entry selected below, IN_GROUP will send calls directly to the specified inbound group. Default is EXTEN. CALLMENU will send the call to the defined Call Menu. VMAIL_NO_INST will send the call to the voicemail box that you have defined below and will not play instructions after the voicemail message.</QXZ>
inbound_dids-record_call	Record Call	<QXZ>This option allows you to set the calls coming into this DID to be recorded. Y will record the entire call, Y_QUEUESTOP will record the call until the call is hungup or enters an in-group queue, N will not record the call. Default is N.</QXZ>
inbound_dids-inbound_route_answer	Route Answer	<QXZ>If enabled, the phone call will receive an Answer signal when it is routed to an In-Group or Agent. Default is Y.</QXZ>
inbound_dids-extension	Extension	<QXZ>If EXTEN is selected as the DID Route, then this is the dialplan extension that calls will be sent to. Default is 9998811112, no-service.</QXZ>
inbound_dids-exten_context	Extension Context	<QXZ>If EXTEN is selected as the DID Route, then this is the dialplan context that calls will be sent to. If you want to send calls to VOICEMAIL or VMAIL_NO_INST, then you need to set this option to default for it to work properly. Default is default.</QXZ>
inbound_dids-voicemail_ext	Voicemail Box	<QXZ>If VOICEMAIL is selected as the DID Route, then this is the voicemail box that calls will be sent to. Default is empty.</QXZ>
inbound_dids-phone	Phone Extension	<QXZ>If PHONE is selected as the DID Route, then this is the phone extension that calls will be sent to.</QXZ>
inbound_dids-server_ip	Phone Server IP	<QXZ>If PHONE is selected as the DID Route, then this is the server IP for the phone extension that calls will be sent to.</QXZ>
inbound_dids-menu_id	Call Menu	<QXZ>If CALLMENU is selected as the DID Route, then this is the Call Menu that calls will be sent to.</QXZ>
inbound_dids-user	User Agent	<QXZ>If AGENT is selected as the DID Route, then this is the Agent that calls will be sent to if they are logged into the agent screen.</QXZ>
inbound_dids-user_unavailable_action	User Unavailable Action	<QXZ>If AGENT is selected as the DID Route, and the user is not logged in, then this is the route that the calls will take.</QXZ>
inbound_dids-user_route_settings_ingroup	User Route Settings In-Group	<QXZ>If AGENT is selected as the DID Route, then this is the In-Group that will be used for the queue settings as the caller is waiting to be sent to the agent. Default is AGENTDIRECT.</QXZ>
inbound_dids-group_id	In-Group ID	<QXZ>If IN_GROUP is selected as the DID Route, then this is the In-Group that calls will be sent to.</QXZ>
inbound_dids-call_handle_method	In-Group Call Handle Method	<QXZ>If IN_GROUP is selected as the DID Route, then this is the call handling method used for these calls. CID will add a new lead record with every call using the CallerID as the phone number, CIDLOOKUP will attempt to lookup the phone number by the CallerID in the entire system, CIDLOOKUPRL will attempt to lookup the phone number by the CallerID in only one specified list, CIDLOOKUPRC will attempt to lookup the phone number by the CallerID in all of the lists that belong to the specified campaign, CLOSER is specified for Closer calls, ANI will add a new lead record with every call using the ANI as the phone number, ANILOOKUP will attempt to lookup the phone number by the ANI in the entire system, ANILOOKUPRL will attempt to lookup the phone number by the ANI in only one specified list, XDIGITID will prompt the caller for an X digit code before the call will be put into the queue, VIDPROMPT will prompt the caller for their ID number and will create a new lead record with the CallerID as the phone number and the ID as the Vendor ID, VIDPROMPTLOOKUP will attempt to lookup the ID in the entire system, VIDPROMPTLOOKUPRL will attempt to lookup the vendor ID by the ID in only one specified list, VIDPROMPTLOOKUPRC will attempt to lookup the vendor ID by the ID in all of the lists that belong to the specified campaign. Default is CID. If a CIDLOOKUP method is used with ALT, it will search the alt_phone field for the phone number if no matches are found for the main phone number. If a CIDLOOKUP method is used with ADDR3, it will search the address3 field for the phone number if no matches are found for the main phone number and optionally the alt_phone field. If OWNERCUSTOM is used, the lead that is looked up will have to have an -owner- field value that matches the DID CUSTOM 1,2,3,4 or 5 value that is set when the lead is searched, in addition to the phone number(If used in a Call Menu, the -VID Enter- field will be used to match the -owner- lead field).</QXZ>
inbound_dids-agent_search_method	In-Group Agent Search Method	<QXZ>If IN_GROUP is selected as the DID Route, then this is the agent search method to be used by the inbound group, LO is Load-Balanced-Overflow and will try to send the call to an agent on the local server before trying to send it to an agent on another server, LB is Load-Balanced and will try to send the call to the next agent no matter what server they are on, SO is Server-Only and will only try to send the calls to agents on the server that the call came in on. Default is LB.</QXZ>
inbound_dids-list_id	In-Group List ID	<QXZ>If IN_GROUP is selected as the DID Route, then this is the List ID that leads may be searched through and that leads will be inserted into if necessary.</QXZ>
inbound_dids-entry_list_id	In-Group Entry List ID	<QXZ>If IN_GROUP is selected as the DID Route, then this is the Entry List ID that a new lead will be populated with if a new lead is added. Default is 0 for disabled.</QXZ>
inbound_dids-campaign_id	In-Group Campaign ID	<QXZ>If IN_GROUP is selected as the DID Route, then this is the Campaign ID that leads may be searched for in if the call handle method is CIDLOOKUPRC.</QXZ>
inbound_dids-phone_code	In-Group Phone Code	<QXZ>If IN_GROUP is selected as the DID Route, then this is the Phone Code used if a new lead is created.</QXZ>
inbound_dids-filter_clean_cid_number	Clean CID Number	<QXZ>This field allows you to specify a number of digits to restrict the incoming caller ID number to by putting an R in front of the number of digits, for example to restrict to the right 10 digits you would enter in R10. You can also use this feature to remove only a leading digit or digits by putting an L in front of the specific digits that you want to remove, for example to remove a 1 as the first digit you would enter in L1. The T option which will trim the end number to a specific number of digits from the left for example T3 on 12345 will return 123. Default is empty. If more than one rule is specified make sure you separate them with a space and they will be executed in the following order R L T.</QXZ>
inbound_dids-no_agent_ingroup_redirect	No-Agent In-Group Redirect	<QXZ>This setting allows you to redirect calls on this DID if there are no logged-in agents set to take calls from a specific In-Group. If this field is set to Y or NO_PAUSED and there are no agents logged in to take calls from the specific In-Group the calls will go to the No Agent In-Group Extension set below. The NO_PAUSED option will only send the call to the defined Extension if there are only paused agents in the in-group. The READY_ONLY option will send the call to the defined Extension if there are no agents waiting for calls right now in the in-group. Default is DISABLED. See the No Agent In-Group Extension setting below for more information.</QXZ>
inbound_dids-no_agent_ingroup_id	No-Agent In-Group ID	<QXZ>For the No-Agent In-Group Redirect feature above to work properly, an in-Group must be selected from this menu. Default is blank.</QXZ>
inbound_dids-no_agent_ingroup_extension	No-Agent In-Group Extension	<QXZ>For the No-Agent In-Group Redirect feature above to work properly, an Extension must be set in this field. Default is 9998811112. Below you will see some examples of default extensions that you can use in the system to terminate calls to,</QXZ><BR>- <QXZ>9998811112 - ANSWERED, This number is not in service</QXZ><BR>- <QXZ>9993333333 - UNANSWERED, signal 1, unallocated number, immediate hangup</QXZ><BR>- <QXZ>9998888888 - UNANSWERED, signal 17, busy signal, immediate hangup</QXZ><BR>- <QXZ>9994444444 - UNANSWERED, signal 27, out of order, immediate hangup</QXZ><BR>- <QXZ>9995555555 - UNANSWERED, ring for 120 seconds then hangup</QXZ>
inbound_dids-max_queue_ingroup_calls	Max Queue In-Group Calls	<QXZ>This setting allows you to redirect calls on this DID if the number of calls waiting in queue in a specific In-Group is above a set number. If this field is set to 0 this feature is disabled. Default is 0. See the Max Queue In-Group Extension setting below for more information.</QXZ>
inbound_dids-max_queue_ingroup_id	Max Queue In-Group ID	<QXZ>For the Max Queue In-Group Calls feature above to work properly, an in-Group must be selected from this menu. Default is blank.</QXZ>
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 one or more Filter Phone Groups 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 NONE 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 recent 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 field has the IDs of the Filter Phone Groups that will have their numbers searched looking for a match to the caller ID number of the incoming call. Default is NONE for disabled.</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>
inbound_dids-filter_url_did_redirect	Filter URL DID Redirect	<QXZ>If the Filter Inbound Number field is set to URL then this setting allows the URL response to specify a system DID to redirect the call to instead of using the default action. If a 0 is returned then the default action is used. If anything other than a 0 is returned then the call will be redirected to the resulting URL response value.</QXZ>
inbound_dids-filter_dnc_campaign	Filter DNC Campaign	<QXZ>If the Filter Inbound Number field is set to DNC_CAMPAIGN then this is the specific campaign ID that the campaign DNC list belongs to.</QXZ>
inbound_dids-filter_action	Filter Action	<QXZ>If Filter Inbound Number is activated and a match is found then this is the action that is to be taken. This is the same as the Route that you select for a DID, and the settings below function just like they do for a standard routing.</QXZ>
inbound_dids-custom_one	Custom DID Fields	<QXZ>These five fields can be used for various purposes, mostly relating to custom programming and reports.</QXZ>
inbound_dids-filter_search	DID Filter/Search	<QXZ>Use this field to search for any DID whose pattern contains the string you type here, then click -FILTER DIDS- to show results.  The search string can be alphanumeric.  Click -Clear Filter- to revert back to the full list of DIDs.</QXZ>
did_ra_extensions	DID Remote Agent Extension Overrides	<QXZ>This section allows you to enable DIDs to have extension overrides for remote agent routed calls through in-groups. The User Start must be a valid Remote Agent User Start or if you want the Extension Override entry to work for all calls then you can use ---ALL--- in the User Start field. If there are multiple entries for the same DID and User Start then the active entries will be used in a round robin method.</QXZ>
call_menu-menu_id	Menu ID	<QXZ>This is the ID for this step of the call menu. This will also show up as the context that is used in the dialplan for this call menu. Here is a list of reserved phrases that cannot be used as menu IDs: vicidial, vicidial-auto, general, globals, default, trunkinbound, loopback-no-log, monitor_exit, monitor.</QXZ>
call_menu-menu_name	Menu Name	<QXZ>This field is the descriptive name for the call menu.</QXZ>
call_menu-menu_prompt	Menu Prompt	<QXZ>This field contains the file name of the audio prompt to play at the beginning of this menu. You can enter multiple prompts in this field and the other prompt fields by separating them with a pipe character. You can add NOINT directly in front of an audio file name to make it so the playback cannot be interrupted with a key press by the caller, the NOINT should not be a part of the filename, it is a special flag for the system. You may also use special purpose .agi scripts in this field as well like the cm_date.agi script, discuss with your administrator for more details. Another special prefix flag is NOPLAY, which can be used for debug purposes or if you are using Answer configuration on your system for inbound calls.</QXZ>
call_menu-user_group	Admin User Group	<QXZ>This is the administrative user group for this record, this allows admin viewing of this record restricted by user group. Default is --ALL-- which allows any admin user to view this record.</QXZ>
call_menu-menu_timeout	Menu Timeout	<QXZ>This field is where you set the timeout in seconds that the menu will wait for the caller to enter in a DTMF choice. Setting this field to zero 0 will mean that there will be no wait time after the prompt is played.</QXZ>
call_menu-menu_timeout_prompt	Menu Timeout Prompt	<QXZ>This field contains the file name of the audio prompt to play when the timeout has been reached. Default is NONE to play no audio at timeout.</QXZ>
call_menu-menu_invalid_prompt	Menu Invalid Prompt	<QXZ>This field contains the file name of the audio prompt to play when the caller has selected an invalid option. Default is NONE to play no audio at invalid.</QXZ>
call_menu-menu_repeat	Menu Repeat	<QXZ>This field is where you define the number of times that the menu will play after the first time if no valid choice is made by the caller. Default is 1 to repeat the menu once.</QXZ>
call_menu-menu_time_check	Menu Time Check	<QXZ>This field is where you can select whether to restrict the Call Menu access to the specific hours set up in the selected Call Time. If the Call Time is blank, this setting will be ignored. Default is 0 for disabled.</QXZ>
call_menu-call_time_id	Call Time ID	<QXZ>This is the Call Time ID that will be used to restrict calling times if the Menu Time Check option is enabled.</QXZ>
call_menu-track_in_vdac	Track Calls in Real-Time Report	<QXZ>This field is where you can select whether you want the call to be tracked in the Real-time screen as an incoming IVR type call. Default is 1 for active.</QXZ>
call_menu-tracking_group	Tracking Group	<QXZ>This is the ID that you can use to track calls to this Call Menu when looking at the IVR Report. The list includes CALLMENU as the default as well as all of the In-Groups.</QXZ>
call_menu-dtmf_log	Log Key Press	<QXZ>This option if enabled will log the DTMF key press by the caller in this Call Menu. Default is 0 for disabled.</QXZ>
call_menu-dtmf_field	Log Field	<QXZ>If the Log Key Press option is enabled, this optional setting can allow the response to also be stored in this list field. vendor_lead_code, source_id, phone_code, title, first_name, middle_initial, last_name, address1, address2, address3, city, state, province, postal_code, country_code, alt_phone, email, security_phrase, comments, rank, owner, status, user. Default is NONE for disabled.</QXZ>
call_menu-alt_dtmf_log	Alt DTMF Log	<QXZ>This option if enabled will log the DTMF key press by the caller in this Call Menu to a separate database table. Default is 0 for disabled.</QXZ>
call_menu-question	Question	<QXZ>If the Alt DTMF Log option is enabled, this is the question number that the response will be logged to. Default is blank for disabled.</QXZ>
call_menu-answer_signal	Beginning Answer Signal	<QXZ>If enabled, an Answer signal will be sent to the call before the Menu Prompt is played. Default is Y.</QXZ>
call_menu-option_value	Option Value	<QXZ>This field is where you define the menu option, possible choices are: 0,1,2,3,4,5,6,7,8,9,*,#,A,B,C,D,TIMECHECK. The special option TIMECHECK can be used only if you have Menu Time Check enabled and there is a Call Time defined for the Menu. To delete an Option, just set the Route to REMOVE and the option will be deleted when you click the SUBMIT button. TIMEOUT will allow you to set what happens to the call when it times out with no input from the caller. INVALID will allow you to set what happens when the caller enters an invalid option. INVALID_2ND and 3RD can only be active if INVALID is not used, it will wait until the second or third invalid entry by the caller before it executes the option.</QXZ>
call_menu-option_description	Option Description	<QXZ>This field is where you can describe the option, this description will be put into the dialplan as a comment above the option.</QXZ>
call_menu-option_route	Option Route	<QXZ>This menu contains the options for where to send the call if this option is selected: CALLMENU,INGROUP,DID,HANGUP,EXTENSION,PHONE. For CALLMENU, the Route Value should be the Menu ID of the Call Menu that you want the call sent to. For INGROUP, the In-Group that you want the call to be sent to needs to be selected as well as the other 5 options that need to be set to properly route a call to an Inbound Group. For DID, the Route Value needs to be the DID pattern that you want to send the call to. For HANGUP, the Route Value can be the name of an audio file to play before hanging up the call. For EXTENSION, the Route Value needs to be the dialplan extension you want to send the call to, and the Route Value Context is the context that extension is located in, if left blank the context will default to default. For PHONE, the Route Value needs to be the phone login value for the phones entry that you want to send the call to. For VOICEMAIL, the Route Value needs to be the voicemail box number, the unavailable message will be played. For AGI, the Route Value needs to be the agi script and any values that need to be passed to it. VMAIL_NO_INST will send the call to the voicemail box that you have defined below and will not play instructions after the voicemail message.</QXZ>
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>
filter_phone_groups-filter_phone_group_name	Filter Phone Group Name	<QXZ>This is the name of the Filter Phone Group and is displayed with the ID in select lists where this feature is used. This field should be between 2 and 40 characters.</QXZ>
filter_phone_groups-user_group	Admin User Group	<QXZ>This is the administrative user group for this record, this allows admin viewing of this record restricted by user group. Default is --ALL-- which allows any admin user to view this record.</QXZ>
filter_phone_groups-filter_phone_group_description	Filter Phone Group Description	<QXZ>This is the description of the Filter Phone Group, it is purely for notation purposes only and is not a required field.</QXZ>
remote_agents-user_start	User ID Start	<QXZ>This is the starting User ID that is used when the remote agent entries are inserted into the system. This MUST be a valid User account in the system. If the Number of Lines is set higher than 1, this number is incremented by one until each line has an entry. Make sure you create a new user account with a user level of 4 or great if you want them to be able to use the vdremote.php page for remote web access of this account.</QXZ>
remote_agents-number_of_lines	Number of Lines	<QXZ>This defines how many remote agent entries the system creates, and determines how many lines it thinks it can safely send to the number below.</QXZ>
remote_agents-server_ip	Server IP	<QXZ>A remote agent entry is only good for one specific server, here is where you select which server you want.</QXZ>
remote_agents-conf_exten	External Extension	<QXZ>This is the number that you want the calls forwarded to. Make sure that it is a full dial plan number and that if you need a 9 at the beginning you put it in here. Test by dialing this number from a phone on the system.</QXZ>
remote_agents-extension_group	Extension Group	<QXZ>If set to something other than NONE or empty this will override the External Extension field and use the Extension Group entries that have the same extension group ID. Default is NONE for deactivated.</QXZ>
remote_agents-status	Status	<QXZ>Here is where you turn the remote agent on and off. As soon as the agent is Active the system assumes that it can send calls to it. It may take up to 30 seconds once you change the status to Inactive to stop receiving calls.</QXZ>
remote_agents-campaign_id	Campaign	<QXZ>Here is where you select the campaign that these remote agents will be logged into. Inbound needs to use the CLOSER campaign and select the inbound campaigns below that you want to receive calls from.</QXZ>
remote_agents-on_hook_agent	On-Hook Agent	<QXZ>This option is only used for inbound calls going to this remote agent. This feature will call the remote agent and will not send the customer to the remote agent until the line is answered. Default is N for disabled.</QXZ>
remote_agents-on_hook_ring_time	On-Hook Ring Time	<QXZ>This option is only used when the On-Hook Agent field above is set to Y and then only for inbound calls coming to this remote agent. This is the number of seconds that each call attempt will ring to try to get an answer. It is recommended that you set this to a few seconds less than it takes for a call to be sent to voicemail. Default is 15.</QXZ>
remote_agents-closer_campaigns	Inbound Groups	<QXZ>Here is where you select the inbound groups you want to receive calls from if you have selected the CLOSER campaign.</QXZ>
extension_groups-extension_group_id	Extension Group	<QXZ>This required field is where you enter the group ID that you want this extension to be put into. No spaces or special characters except for underscore letters and numbers.</QXZ>
extension_groups-extension	Extension	<QXZ>This required field is where you put the dialplan extension that you want the remote agent calls to be sent to for this extension group entry.</QXZ>
extension_groups-rank	Rank	<QXZ>This field allows you to rank the extension group entries that share the same extension group. Default is 0.</QXZ>
extension_groups-campaign_groups	Campaigns Groups	<QXZ>In this field you can put a list of campaign IDs and or inbound group IDs that you want to restrict the use of the extension group for. List must be separate by pipes and have a pipe at the beginning and end of the string.</QXZ>
campaign_lists	LISTS WITHIN THIS CAMPAIGN	<B><QXZ>The lists within this campaign are listed here, whether they are active is denoted by the Y or N and you can go to the list screen by clicking on the list ID in the first column.</QXZ></B>
campaign_statuses	CUSTOM STATUSES WITHIN THIS CAMPAIGN	<B><QXZ>Through the use of custom campaign statuses, you can have statuses that only exist for a specific campaign. The Status must be 1-8 characters in length, the description must be 2-30 characters in length and Selectable defines whether it shows up in the system as a disposition. The human_answered field is used when calculating the drop percentage, or abandon rate. Setting human_answered to Y will use this status when counting the human-answered calls. The Category option allows you to group several statuses into a category that can be used for statistical analysis. There are also 7 additional settings that will define the kind of status: sale, dnc, customer contact, not interested, unworkable, scheduled callback, completed. The MIN SEC and MAX SEC fields for each status will determine whether an agent can select that status at the end of their call based upon the length of the call. If the call is 10 seconds and the MIN SEC for a status is set to 20 seconds, then the agent will not be able to select that status. Also, if a call is 40 seconds and the MAX SEC for a status is set to 30 seconds, then the agent will not be able to select that status.</QXZ></B>
campaign_hotkeys	CAMPAIGN_HOTKEYS TABLE	<B><QXZ>Through the use of custom campaign hot keys, agents that use the agent web-client can hang up and disposition calls just by pressing a single key on their keyboard. There are two special HotKey options that you can use in conjunction with Alternate Phone number dialing, ALTPH2 - Alternate Phone Hot Dial and ADDR3-----Address3 Hot Dial allow an agent to use a hotkey to hang up their call, stay on the same lead, and dial another contact number from that lead. You can also use LTMG or XFTAMM as statuses to trigger an automatic transfer to the Leave-Voicemail option. The LTMGAD and XAMMAD options will transfer to the Leave-Voicemail option as well as dispositioning the call.</QXZ></B>
lead_recycle	LEAD_RECYCLE TABLE	<B><QXZ>Through the use of lead recycling, you can call specific statuses of leads again at a specified interval without resetting the entire list. Lead recycling is campaign-specific and does not have to be a selected dialable status in your campaign. The attempt delay field is the number of seconds until the lead can be placed back in the hopper, this number must be at least 120 seconds. The attempt maximum field is the maximum number of times that a lead of this status can be attempted before the list needs to be reset, this number can be from 1 to 10. You can activate and deactivate a lead recycle entry with the provided links.</QXZ></B>
pause_codes	If the Agent Pause Codes Active field is set to active then the agents will be able to select from these pause codes when they click on the PAUSE button on their screens. This data is then stored in the agent log. The Pause code must contain only letters and numbers and be less than 7 characters long. The pause code name can be no longer than 30 characters.</QXZ> <QXZ>The Time Limit field, if enabled in System Settings, will change the color of the agent on the Real-Time Report if they are in that pause code for more than the defined amount of seconds.</QXZ> <QXZ>The Mgr Approval field, if enabled, will require a manager to go to the agent screen and enter their login credentials to allow the agent to enter that pause code.	<QXZ>Time Report if they are in that pause code for more than the defined amount of seconds.</QXZ> <QXZ>The Mgr Approval field, if enabled, will require a manager to go to the agent screen and enter their login credentials to allow the agent to enter that pause code.</QXZ></B>
auto_alt_dial_statuses	AUTO ALT DIAL STATUSES	<B><QXZ>If the Auto Alt-Number Dialing field is set, then the leads that are dispositioned under these auto alt dial statuses will have their alt_phone and-or address3 fields dialed after any of these no-answer statuses are set.</QXZ></B>
campaigns-survey_fourth_audio_file	Survey Fourth Audio File	<QXZ>This is the fourth audio file to be played upon the selection by the customer of the Fourth Digit option. See the -Survey First Audio File- help for some more advanced options of what you can put into this field.</QXZ>
campaigns-survey_fourth_status	Survey Fourth Status	<QXZ>This is the fourth status used for the call upon the selection by the customer of the Fourth Digit option.</QXZ>
campaigns-survey_fourth_exten	Survey Fourth Extension	<QXZ>This is the fourth extension used for the call upon the selection by the customer of the Fourth Digit option. Default is 8300 which immediately hangs up the call after the Audio File message is played.</QXZ>
campaigns-script_top_dispo	Script on top of Dispo	<QXZ>If you are using an IFRAME in your SCRIPT tab contents, and the page you are using is sending statuses through the Agent API, you may want to use this feature to cover the Dispostion screen with the script tab after a call is hung up. Default is N for disabled.</QXZ>
xfer_presets	If the Campaign setting for presets is set to ENABLED then you have the ability to define Transfer-Conference presets that will be available to the agent allowing them to 3-way call these presets or blind transfer calls to these preset numbers. These presets also have an option to hide the number associated with each preset from the agent.	<QXZ>Conference presets that will be available to the agent allowing them to 3-way call these presets or blind transfer calls to these preset numbers. These presets also have an option to hide the number associated with each preset from the agent.</QXZ>
campaign_cid_areacodes	CAMPAIGN CID AREACODES	<B><QXZ>If the System Setting for Areacode CIDs is enabled and the Campaign setting for Use Custom CallerID is set to AREACODE then you have the ability to define Areacode CIDs that will be used when outbound calling to leads in this specific campaign. You can add multiple callerIDs per areacode and you can activate and deactivate them each in real time. If more than one callerID is active for a specific areacode then the system will use the callerid that has been used the least number of times today. If no callerIDs are active for the areacode then the campaign CallerID or list override CallerID will be used. An areacode in this section can be from 2 to 5 digits in length, and if a shorter defined areacode overlaps with a longer areacode then the longer areacode will be used. For example, if the areacodes 31 and 312 are both defined and active for a campaign, then areacode 312 would be used for phone number 3125551212.</QXZ></B>
cid_groups	CID Groups	<QXZ>CID Groups are very similar to Campaign AC-CID, except with CID Groups you can use the same set of CIDs across multiple campaigns, and you can also define CID Groups on a per-state basis as well as per-areacode, instead of just by areacode like with Campaign AC-CID. There is also the option to have no geographic separations and to just use a group of CIDs to call all numbers. If the STATE type is used, then the STATE value should match the state field for a lead, and if no match is found, the dialer will use the campaign CID as a default. If the NONE type is used, then the active CIDs will be rotated with every call made.</QXZ>
cid_groups-cid_auto_rotate_minutes	CID Auto Rotate Minutes	<QXZ>This feature only works with CID Groups, and only when the CID Group Type of NONE is used. This feature allows the system to automatically rotate the Caller IDs in the CID Group from inactive to active, leaving only one CID active at a time, every X minutes as long as active dialing is happening. This feature will rotate though all CIDs in the CID Group whether it is active or not unless the CID has a description of NOROTATE. For reference, one hour is 60 minutes, 6 hours is 360 minutes, 12 hours is 720 minutes and 24 hours is 1440 minutes. Default is 0 for disabled.</QXZ>
cid_groups-cid_auto_rotate_minimum	CID Auto Rotate Minimum	<QXZ>Works together with the CID Auto Rotate Minutes setting above, if it is enabled, and will not rotate to the next CID until at least this number of calls have been placed while active for the current CID that is dialing. Default is 0 for no limit.</QXZ>
cid_groups-cid_auto_rotate_calls	CID Auto Rotate Calls, CID and Time	<QXZ>Shows the number of calls placed using the current CID, the CID currently being used and the Date-Time the CID was activated.</QXZ>
vm_message_groups	VM Message Groups	<QXZ>Voicemail Message Groups are designed to allow agents to select from several messages to leave on a customer voicemail box when transferring to a voicemail message in the agent screen. The ID must be from 2 to 40 characters in length with no punctuation other than an underscore allowed. The Name must be from 5 to 255 characters in length. Active will determine if the VM Message Group is shown as an option in the campaign modify screen setting for VM Message Groups. For the Audio Files, you can define the order in which they appear on the agent screen by using the Rank setting. The Time Range will define what time of the customers day the message are displayed on the agent screen, in 2400 hours time format. The Display is what text will show up for this audio file on the agent screen.</QXZ>
queue_groups	Queue Groups	<QXZ>Queue Groups are used by some reports to show stats from a group of campaigns and-or inbound groups. The ID must be from 2 to 20 characters in length with no punctuation other than an underscore allowed. The Name must be from 5 to 40 characters in length. Active will determine if the Queue Group is shown as an option in reports. For the Included Campaigns and Inbound Groups, you can select the ones that you want to be included in the Queue Group.</QXZ>
inbound_groups-park_ext	Park Music-on-Hold	<QXZ>This optional setting will override the agent campaign setting for Park Music-on-Hold, if populated. Default is empty for disabled.</QXZ>
inbound_groups-populate_lead_source	Populate Lead Source	<QXZ>If this option is not DISABLED and there is no source_id channel variable set on the call, then the system will fill the source_id lead field with one of the other options when leads are added with an inbound call. INBOUND_NUMBER will use either the inbound phone number dialed or the Cell Menu ID of the previous step in the call path. INBOUND_DID will attempt to look up the last DID that the call was routed through before getting to this In-Group. BLANK will leave the source_id field blank. DISABLED will use the default behavior which will set the source_id field to VDCL. Default is DISABLED.</QXZ>
user_groups-user_group	User Group	<QXZ>This is the short name of a User group, try not to use any spaces or punctuation for this field. max 20 characters, minimum of 2 characters.</QXZ>
user_groups-group_name	Group Name	<QXZ>This is the description of the user group max of 40 characters.</QXZ>
user_groups-forced_timeclock_login	Force Timeclock Login	<QXZ>This option allows you to not let an agent log in to the agent interface if they have not logged into the timeclock. Default is N. There is an option to exempt admin users, levels 8 and 9.</QXZ>
user_groups-shift_enforcement	Shift Enforcement	<QXZ>This setting allows you to restrict agent logins based upon the shifts that are selected below. OFF will not enforce shifts at all. START will only enforce the login time but will not affect an agent that is running over their shift time if they are already logged in. ALL will enforce shift start time and will log an agent out after they run over the end of their shift time. Default is OFF.</QXZ>
user_groups-group_shifts	Group Shifts	<QXZ>This is a selectable list of shifts that can restrict the agents login time on the system.</QXZ>
user_groups-allowed_campaigns	Allowed Campaigns	<QXZ>This is a selectable list of Campaigns to which members of this user group can log in to. The ALL-CAMPAIGNS option allows the users in this group to see and log in to any campaign on the system.</QXZ>
user_groups-agent_status_viewable_groups	Agent Status Viewable Groups	<QXZ>This is a selectable list of User Groups and user functions to which members of this user group can view the status of as well as transfer calls to inside of the agent screen. The ALL-GROUPS option allows the users in this group to see and transfer calls to any user on the system. The CAMPAIGN-AGENTS option allows users in this group to see and transfer calls to any user in the campaign that they are logged into. The NOT-LOGGED-IN-AGENTS option allows all users in the system to be displayed, even if they are not logged-in currently.</QXZ>
user_groups-agent_status_view_time	Agent Status View Time	<QXZ>This option defines whether the agent will see the amount of time that users in their agent sidebar have been in their current status. Default is N for no or disabled.</QXZ>
user_groups-agent_call_log_view	Agent Call Log View	<QXZ>This option defines whether the agent will be able to see their call log for calls handled through the agent screen. Default is N for no or disabled.</QXZ>
user_groups-agent_xfer_options	Agent Transfer Options	<QXZ>These options allow for the disabling of specific buttons in the Transfer Conference section of the Agent interface. Default is Y for yes or enabled.</QXZ>
user_groups-agent_fullscreen	Agent Fullscreen	<QXZ>This option if set to Y will set the height and width of the agent screen to the size of the web browser window without any allowance for the Agents View, Calls in Queue View or Calls in Session view. Default is N for no or disabled.</QXZ>
user_groups-script_id	Script Override	<QXZ>This option allows you to set a Script to be displayed on the agent screen if the corresponding campaign setting for User Group Script Override is enabled. If enabled here and at the campaign level, this will override any other script settings set for any calls. Default is blank.</QXZ>
user_groups-agent_allowed_chat_groups	Agent Allowed Chat Groups	<QXZ>This is a selectable list of User Groups and user functions to which members of this user group can view the status of as well as transfer calls to inside of the agent screen. The ALL-GROUPS option allows the users in this group to see and transfer calls to any user on initiate an internal chat to within the agent screen. The CAMPAIGN-AGENTS option allows users in this group to see and start chats with any user in the campaign that they are logged into.</QXZ>
user_groups-allowed_reports	Allowed Reports	<QXZ>If a user in this group is set to user level 7 or higher, then this feature can be used to restrict the reports that the users can view. Default is ALL. If you want to select more than one report then press the Ctrl key on your keyboard as you select the reports.</QXZ>
user_groups-allowed_queue_groups	Allowed Queue Groups	<QXZ>This section enables you to define the Queue Groups that users within this User Group can view in the reports that use Queue Groups. Default is All Queue Groups.</QXZ>
user_groups-reports_header_override	Reports Header Override	<QXZ>This option allows you to define alternate report web page short headers for users within this User Group. The LOGO_ONLY options will not display any other links on the top navigation bar. The ALT options are not active at this time. This feature currently only works with a few reports. Default is DISABLED.</QXZ>
user_groups-admin_home_url	Home URL Override	<QXZ>This option allows you to override the System Settings Admin Home URL. If the Reports Header Override setting above is enabled, then this URL will be used for the logo that is displayed when clicked. Default is blank for disabled.</QXZ>
user_groups-allowed_custom_reports	Allowed Custom Reports	<QXZ>If a user in this group is set to user level 7 or higher, then this feature can be used to restrict the custom reports that the users can view. Access is determined as reports are added from the custom reports admin page, for example, ALL is not the default.  If you want to select more than one report then press the Ctrl key on your keyboard as you select the reports.</QXZ>
user_groups-admin_ip_list	Admin IP Whitelist	<QXZ>If enabled, this will restrict administration web screen use to only be allowed from the selected list of IP Addresses. Default is DISABLED.</QXZ>
user_groups-agent_ip_list	Agent IP Whitelist	<QXZ>If enabled, this will restrict agent web screen use to only be allowed from the selected list of IP Addresses. Default is DISABLED.</QXZ>
user_groups-api_ip_list	API IP Whitelist	<QXZ>If enabled, this will restrict API use to only be allowed from the selected list of IP Addresses. Please note that some API functions need to be done from the servers themselves, so if you enable this, you may need to add internal server IP Addresses for those functions to continue to work. Default is DISABLED.</QXZ>
user_groups-admin_viewable_groups	Allowed User Groups	<QXZ>This is a selectable list of User Groups to which members of this user group can view and possibly edit. User Groups can restrict access to almost all aspects of the system, from inbound DIDs to phones to voicemail boxes. The --ALL-- option allows the users in this group to see and log in to any record on the system if their user permissions allow for it.</QXZ>
user_groups-admin_viewable_call_times	Allowed Call Times	<QXZ>This is a selectable list of Call Times to which members of this user group can use in campaigns, in-groups and call menus. The --ALL-- option allows the users in this group to use all call times in the system.</QXZ>
user_groups-webphone_url_override	Webphone URL Override	<QXZ>This setting allows you to set an alternate webphone URL just for the members of one user group. Default is empty.</QXZ>
user_groups-webphone_systemkey_override	Webphone System Key Override	<QXZ>This setting allows you to set an alternate webphone System Key just for the members of one user group. Default is empty.</QXZ>
user_groups-webphone_dialpad_override	Webphone Dialpad Override	<QXZ>This setting allows you to activate or deactivate the dialpad on the webphone just for the members of one user group. Default is DISABLED. TOGGLE will allow the user to view and hide the dialpad by clicking a link. TOGGLE_OFF will default to not show the dialpad on first load, but will allow the user to show the dialpad by clicking on the dialpad link.</QXZ>
user_groups-webphone_layout	Webphone Layout Override	<QXZ>For the WebRTC phone, this setting will allow you to use an alternate layout for all users within this user group, overriding whatever is set in the phone webphone layout field. Default is blank.</QXZ>
user_groups-qc_allowed_campaigns	QC Allowed Campaigns	<QXZ>This is a selectable list of Campaigns which members of this user group will be able to QC. The ALL-CAMPAIGNS option allows the users in this group to QC any campaign on the system.</QXZ>
user_groups-qc_allowed_inbound_groups	QC Allowed Inbound Groups	<QXZ>This is a selectable list of Inbound Groups which members of this user group will be able to QC. The ALL-GROUPS option allows the users in this user group to QC any inbound group on the system.</QXZ>
scripts-script_id	Script ID	<QXZ>This is the short name of a Script. This needs to be a unique identifier. Try not to use any spaces or punctuation for this field. max 20 characters, minimum of 2 characters.</QXZ>
scripts-script_name	Script Name	<QXZ>This is the title of a Script. This is a short summary of the script. max 50 characters, minimum of 2 characters. There should be no spaces or punctuation of any kind in this field.</QXZ>
scripts-script_comments	Script Comments	<QXZ>This is where you can place comments for an agent screen Script such as -changed to free upgrade on Sept 23-.  max 255 characters, minimum of 2 characters.</QXZ>
scripts-user_group	Admin User Group	<QXZ>This is the administrative user group for this record, this allows admin viewing of this record restricted by user group. Default is --ALL-- which allows any admin user to view this record.</QXZ>
scripts-script_text	Script Text	<QXZ>This is where you place the content of an agent screen Script. Minimum of 2 characters. You can have customer information be auto-populated in this script using --A--field--B-- where field is one of the following fieldnames: vendor_lead_code, source_id, list_id, gmt_offset_now, called_since_last_reset, phone_code, phone_number, title, first_name, middle_initial, last_name, address1, address2, address3, city, state, province, postal_code, country_code, gender, date_of_birth, alt_phone, email, security_phrase, comments, lead_id, campaign, phone_login, group, channel_group, SQLdate, epoch, uniqueid, customer_zap_channel, server_ip, SIPexten, session_id, dialed_number, dialed_label, rank, owner, camp_script, in_script, script_width, script_height, recording_filename, recording_id, user_custom_one, user_custom_two, user_custom_three, user_custom_four, user_custom_five, preset_number_a, preset_number_b, preset_number_c, preset_number_d, preset_number_e, preset_number_f, preset_dtmf_a, preset_dtmf_b, did_id, did_extension, did_pattern, did_description, closecallid, xfercallid, agent_log_id, entry_list_id, call_id, user_group, called_count, TABLEper_call_notes, MANUALDIALLINK, EMAILinbound_message. For example, this sentence would print the persons name in it----<BR><BR>  Hello, can I speak with --A--first_name--B-- --A--last_name--B-- please? Well hello --A--title--B-- --A--last_name--B-- how are you today?<BR><BR> This would read----<BR><BR>Hello, can I speak with John Doe please? Well hello Mr. Doe how are you today?<BR><BR> You can also use an iframe to load a separate window within the SCRIPT tab, here is an example with prepopulated variables:</QXZ><DIV style='height:200px;width:400px;background:white;overflow:scroll;font-size:12px;font-family:sans-serif;' id=iframe_example>&#60;iframe src='http://www.sample.net/test_output.php?lead_id=--A--lead_id--B--&#38;vendor_id=--A--vendor_lead_code--B--&#38;list_id=--A--list_id--B--&#38;gmt_offset_now=--A--gmt_offset_now--B--&#38;phone_code=--A--phone_code--B--&#38;phone_number=--A--phone_number--B--&#38;title=--A--title--B--&#38;first_name=--A--first_name--B--&#38;middle_initial=--A--middle_initial--B--&#38;last_name=--A--last_name--B--&#38;address1=--A--address1--B--&#38;address2=--A--address2--B--&#38;address3=--A--address3--B--&#38;city=--A--city--B--&#38;state=--A--state--B--&#38;province=--A--province--B--&#38;postal_code=--A--postal_code--B--&#38;country_code=--A--country_code--B--&#38;gender=--A--gender--B--&#38;date_of_birth=--A--date_of_birth--B--&#38;alt_phone=--A--alt_phone--B--&#38;email=--A--email--B--&#38;security_phrase=--A--security_phrase--B--&#38;comments=--A--comments--B--&#38;user=--A--user--B--&#38;campaign=--A--campaign--B--&#38;phone_login=--A--phone_login--B--&#38;fronter=--A--fronter--B--&#38;closer=--A--user--B--&#38;group=--A--group--B--&#38;channel_group=--A--group--B--&#38;SQLdate=--A--SQLdate--B--&#38;epoch=--A--epoch--B--&#38;uniqueid=--A--uniqueid--B--&#38;customer_zap_channel=--A--customer_zap_channel--B--&#38;server_ip=--A--server_ip--B--&#38;SIPexten=--A--SIPexten--B--&#38;session_id=--A--session_id--B--&#38;dialed_number=--A--dialed_number--B--&#38;dialed_label=--A--dialed_label--B--&#38;rank=--A--rank--B--&#38;owner=--A--owner--B--&#38;phone=--A--phone--B--&#38;camp_script=--A--camp_script--B--&#38;in_script=--A--in_script--B--&#38;script_width=--A--script_width--B--&#38;script_height=--A--script_height--B--&#38;recording_filename=--A--recording_filename--B--&#38;recording_id=--A--recording_id--B--&#38;user_custom_one=--A--user_custom_one--B--&#38;user_custom_two=--A--user_custom_two--B--&#38;user_custom_three=--A--user_custom_three--B--&#38;user_custom_four=--A--user_custom_four--B--&#38;user_custom_five=--A--user_custom_five--B--&#38;preset_number_a=--A--preset_number_a--B--&#38;preset_number_b=--A--preset_number_b--B--&#38;preset_number_c=--A--preset_number_c--B--&#38;preset_number_d=--A--preset_number_d--B--&#38;preset_number_e=--A--preset_number_e--B--&#38;preset_number_f=--A--preset_number_f--B--&#38;preset_dtmf_a=--A--preset_dtmf_a--B--&#38;preset_dtmf_b=--A--preset_dtmf_b--B--&#38;did_id=--A--did_id--B--&#38;did_extension=--A--did_extension--B--&#38;did_pattern=--A--did_pattern--B--&#38;did_description=--A--did_description--B--&#38;closecallid=--A--closecallid--B--&#38;xfercallid=--A--xfercallid--B--&#38;agent_log_id=--A--agent_log_id--B--&#38;entry_list_id=--A--entry_list_id--B--&#38;call_id=--A--call_id--B--&&#38;user_group=--A--user_group--B--&&#38;' style='width:580;height:290;background-color:transparent;' scrolling='auto' frameborder='0' allowtransparency='true' id='popupFrame' name='popupFrame' width='460' height='290' STYLE='z-index:17'&#62;&#60;/iframe&#62;</DIV><BR><QXZ>You can also use a special variable IGNORENOSCROLL to force scroll bars on the script tab even if you are using an iframe within it.</QXZ>
scripts-active	Active	<QXZ>This determines whether this script can be selected to be used by a campaign.</QXZ>
scripts-script_color	Script Color	<QXZ>This determines the background color of the script as displayed in the agent screen. default is white. If using an HTML-safe color name, be sure to make sure you spell it correctly. You can also use the -color chooser- to select a color.</QXZ>
lead_filters-lead_filter_id	Filter ID	<QXZ>This is the short name of a Lead Filter. This needs to be a unique identifier. Do not use any spaces or punctuation for this field. max 20 characters, minimum of 2 characters.</QXZ>
lead_filters-lead_filter_name	Filter Name	<QXZ>This is a more descriptive name of the Filter. This is a short summary of the filter. max 30 characters, minimum of 2 characters.</QXZ>
lead_filters-lead_filter_comments	Filter Comments	<QXZ>This is where you can place comments for a Filter such as -calls all California leads-.  max 255 characters, minimum of 2 characters.</QXZ>
lead_filters-user_group	Admin User Group	<QXZ>This is the administrative user group for this record, this allows admin viewing of this record restricted by user group. Default is --ALL-- which allows any admin user to view this record.</QXZ>
lead_filters-lead_filter_sql	Filter SQL	<QXZ>This is where you place the SQL query fragment that you want to filter by. do not begin or end with an AND, that will be added by the hopper cron script automatically. an example SQL query that would work here is- called_count > 4 and called_count < 8</QXZ>
call_times-call_time_id	Call Time ID	<QXZ>This is the short name of a Call Time Definition. This needs to be a unique identifier. Do not use any spaces or punctuation for this field. max 10 characters, minimum of 2 characters.</QXZ>
call_times-call_time_name	Call Time Name	<QXZ>This is a more descriptive name of the Call Time Definition. This is a short summary of the Call Time definition. max 30 characters, minimum of 2 characters.</QXZ>
call_times-call_time_comments	Call Time Comments	<QXZ>This is where you can place comments for a Call Time Definition such as -10am to 4pm with extra call state restrictions-.  max 255 characters.</QXZ>
call_times-user_group	Admin User Group	<QXZ>This is the administrative user group for this record, this allows admin viewing of this record restricted by user group. Default is --ALL-- which allows any admin user to view this record.</QXZ>
call_times-ct_default_start	Default Start and Stop Times	<QXZ>This is the default time that calling will be allowed to be started or stopped within this call time definition if the day-of-the-week start time is not defined. 0 is midnight. To prevent calling completely set this field to 2400 and set the Default Stop time to 2400. To allow calling 24 hours a day set the start time to 0 and the stop time to 2400. For inbound only, you can also set the stop call time higher than 2400 if you want the call time to go beyond midnight. So if you want your call time to run from 6 am until 2 am the next day, you would put 0600 as the start time and 2600 as the stop time.</QXZ>
call_times-ct_sunday_start	Weekday Start and Stop Times	<QXZ>These are the custom times per day that can be set for the call time definition. same rules apply as with the Default start and stop times.</QXZ>
call_times-default_afterhours_filename_override	After Hours Filename Override	<QXZ>These fields allow you to override the After Hours message for inbound groups if it is set to something. Default is empty.</QXZ>
call_times-ct_state_call_times	State Call Time Definitions	<QXZ>This is the list of State specific call time definitions that are followed in this Call Time Definition.</QXZ>
call_times-state_call_time_state	State Call Time State	<QXZ>This is the two letter code for the state that this calling time definition is for. For this to be in effect the local call time that is set in the campaign must have this state call time record in it as well as all of the leads having two letter state codes in them.</QXZ>
call_times-holiday_id	Holiday ID	<QXZ>This is the short name of a Holiday Definition. This needs to be a unique identifier. Do not use any spaces or punctuation for this field. max 30 characters, minimum of 2 characters.</QXZ>
call_times-holiday_name	Holiday Name	<QXZ>This is a more descriptive name of the Holiday Definition. This is a short summary of the Holiday definition. max 100 characters, minimum of 2 characters.</QXZ>
call_times-holiday_comments	Holiday Comments	<QXZ>This is where you can place comments for a Holiday Definition such as -10am to 4pm boxing day restrictions-.  max 255 characters.</QXZ>
call_times-holiday_date	Holiday Date	<QXZ>This is the date of the holiday.</QXZ>
call_times-holiday_status	Holiday Status	<QXZ>This is the status of the holiday entry. ACTIVE status means that the holiday will be enabled on the holiday date. INACTIVE status means that the holiday will be ignored even on the holiday date. EXPIRED means that the holiday has passed its holiday date. Default is INACTIVE.</QXZ>
call_times-holiday_method	Holiday Inbound Method	<QXZ>For inbound call handling only, this option allows you to override the default of REPLACE, where the Holiday Start and Stop times will simply replace the start and stop times of the active Call Time. The ADDITION_REVERSE option will still enforce the active Call Time, but it will also look at all active Holidays for the current day and if the time is within the Start and Stop times of the Holiday, it will trigger the After Hours action. When using the ADDITION_REVERSE method and multiple Holidays match, the holiday with the start time closer to the current time will be used.</QXZ>
phones-agent_park_on_extension	Agent Park Exten	<QXZ>This is the default Parking extension for the client apps. Verify that a different one works before you change this.</QXZ>
shifts-shift_id	Shift ID	<QXZ>This is the short name of a system Shift Definition. This needs to be a unique identifier. Do not use any spaces or punctuation for this field. max 20 characters, minimum of 2 characters.</QXZ>
shifts-shift_name	Shift Name	<QXZ>This is a more descriptive name of the Shift Definition. This is a short summary of the Shift definition. max 50 characters, minimum of 2 characters.</QXZ>
shifts-user_group	Admin User Group	<QXZ>This is the administrative user group for this record, this allows admin viewing of this record restricted by user group. Default is --ALL-- which allows any admin user to view this record.</QXZ>
shifts-shift_start_time	Shift Start Time	<QXZ>This is the time that the campaign shift begins. Must only be numbers, 9:30 AM would be 0930 and 5:00 PM would be 1700.</QXZ>
shifts-shift_length	Shift Length	<QXZ>This is the time in Hours and Minutes that the campaign shift lasts. 8 hours would be 08:00 and 7 hours and 30 minutes would be 07:30.</QXZ>
shifts-shift_weekdays	Shift Weekdays	<QXZ>In this section you should choose the days of the week that this shift is active.</QXZ>
shifts-report_option	Report Option	<QXZ>This option allows this specific shift to show up in selected reports that support this option.</QXZ>
shifts-report_rank	Report Rank	<QXZ>This option allows you to rank shifts in selected reports that support this option.</QXZ>
audio_store	Audio Store	<QXZ>This utility allows you to upload audio files to the web server so that they can be distributed to all of the system servers in a multi-server cluster. An important note, only two audio file types will work: <BR>.wav files that are PCM Mono 16bit 8k<BR> (for example: 1 channel, 8000 framerate, 16 bits, pcm uncompressed)<BR> and .gsm files that are 8bit 8k. <BR>Please verify that your files are properly formatted before uploading them here. After you have uploaded a .wav file, this page will attempt to validate the format of the file. If you see a red warning message, please re-format your audio file and upload it again. Uploading a file of the same filename will replace the older version of the same file on the audio store.</QXZ>
music_on_hold-moh_id	Music On Hold ID	<QXZ>This is the short name of a Music On Hold entry. This needs to be a unique identifier. Do not use any spaces or punctuation for this field. max 100 characters, minimum of 2 characters.</QXZ>
music_on_hold-moh_name	Music On Hold Name	<QXZ>This is a more descriptive name of the Music On Hold entry. This is a short summary of the Music On Hold context and will show as a comment in the musiconhold conf file. max 255 characters, minimum of 2 characters.</QXZ>
music_on_hold-active	Active	<QXZ>This option allows you to set the Music On Hold entry to active or inactive. Inactive will remove the entry from the conf files.</QXZ>
music_on_hold-user_group	Admin User Group	<QXZ>This is the administrative user group for this record, this allows admin viewing of this record restricted by user group. Default is --ALL-- which allows any admin user to view this record.</QXZ>
music_on_hold-random	Random Order	<QXZ>This option allows you to define the playback of the audio files in a random order. If set to N then the defined order will be used.</QXZ>
music_on_hold-filename	Filename	<QXZ>To add a new audio file to a Music On Hold entry the file must first be in the audio store, then you can select the file and click submit to add it to the file list. Music on hold is updated once per minute if there have been changes made. Any files not listed in a music on hold entry that are present in the music on hold folder will be deleted.</QXZ>
tts_prompts-tts_id	TTS ID	<QXZ>This is the short name of a TTS entry. This needs to be a unique identifier. Do not use any spaces or punctuation for this field. max 50 characters, minimum of 2 characters.</QXZ>
tts_prompts-tts_name	TTS Name	<QXZ>This is a more descriptive name of the TTS entry. This is a short summary of the TTS definition. max 100 characters, minimum of 2 characters.</QXZ>
tts_prompts-active	Active	<QXZ>This option allows you to set the TTS entry to active or inactive.</QXZ>
tts_prompts-user_group	Admin User Group	<QXZ>This is the administrative user group for this record, this allows admin viewing of this record restricted by user group. Default is --ALL-- which allows any admin user to view this record.</QXZ>
tts_prompts-tts_voice	TTS Voice	<QXZ>This is where you define the voice to be used in the TTS generation. Default is Allison-8kHz.</QXZ>
tts_prompts-tts_text	TTS Text	<QXZ>This is the actual Text To Speech data field that is sent to Cepstral for creation of the audio file to be played to the customer. you can use Speech Synthesis Markup Language -SSML- in this field, for example,</QXZ> &lt;break time='1000ms'/&gt; <QXZ>for a 1 second break. You can also use several variables such as first name, last name and title as system variables just like you do in a Script: --A--first_name--B--. If you have static audio files that you want to use based upon the value of one of the fields you can use those as well with C and D tags. The file names must be all lower case and they must be 8k 16bit pcm wav files. The field name must be the same but without the .wav in the filename. For example --C----A--address3--B----D-- would first find the value for address3, then it would try to find an audio file matching that value to put it into the prompt. Here is a list of the available variables: lead_id, entry_date, modify_date, status, user, vendor_lead_code, source_id, list_id, phone_number, title, first_name, middle_initial, last_name, address1, address2, address3, city, state, province, postal_code, country_code, gender, date_of_birth, alt_phone, email, security_phrase, comments, called_count, last_local_call_time, rank, owner</QXZ>
voicemail-voicemail_id	Voicemail ID	<QXZ>This is the all numbers identifier of this mailbox. This must not be a duplicate of an existing voicemail ID or the voicemail ID of a phone on the system, minimum of 2 characters.</QXZ>
voicemail-fullname	Name	<QXZ>This is name associated with this voicemail box. max 100 characters, minimum of 2 characters.</QXZ>
voicemail-pass	Password	<QXZ>This is the password that is used to gain access to the voicemail box when dialing in to check messages max 10 characters, minimum of 2 characters.</QXZ>
voicemail-active	Active	<QXZ>This option allows you to set the voicemail box to active or inactive. If the box is inactive you cannot leave messages on it and you cannot check messages in it.</QXZ>
voicemail-email	Email	<QXZ>This optional setting allows you to have the voicemail messages sent to an email account, if your system is set up to send out email. If this field is empty then no emails will be sent out.</QXZ>
voicemail-user_group	Admin User Group	<QXZ>This is the administrative user group for this record, this allows admin viewing of this record restricted by user group. Default is --ALL-- which allows any admin user to view this record.</QXZ>
voicemail-delete_vm_after_email	Delete Voicemail After Email	<QXZ>This optional setting allows you to have the voicemail messages deleted from the system after they have been emailed out. Default is N.</QXZ>
voicemail-show_vm_on_summary	Show VM on Summary Screen	<QXZ>This option will display this Voicemail Box information on the summary page seen when logging into the administration page. It will show the box name, new message count, old count, and total messages in the box. Note the table will not be shown unless you have set at least one mailbox to Y. Default is N for off.</QXZ>
voicemail-voicemail_greeting	Voicemail Greeting	<QXZ>This optional setting allows you to define a voicemail greeting audio file from the audio store. Default is blank.</QXZ>
voicemail-voicemail_timezone	Voicemail Zone	<QXZ>This setting allows you to set the zone that this voicemail box will be set to when the time is logged for a message. Default is set in the System Settings.</QXZ>
voicemail-voicemail_options	Voicemail Options	<QXZ>This optional setting allows you to define additional voicemail settings. It is recommended that you leave this blank unless you know what you are doing.</QXZ>
users-alter_admin_interface_options	Alter Admin Interface Options	<QXZ>Changing this setting to 1 will allow this user to alter admin interface options.</QXZ>
list_loader	Admin lead loader	<QXZ> The basic web-based lead loader is designed simply to take a lead file - up to 8MB in size - that is either tab or pipe delimited and load it into the list table. The lead loader allows for field choosing and TXT- Plain Text, CSV- Comma Separated Values and XLS- Excel file formats. The lead loader does not do data validation, but it does allow you to check for duplicates in itself, within the campaign or within the entire system. Also, make sure that you have created the list that these leads are to be under so that you can use them. Here is a list of the fields in their proper order for the lead files: </QXZ><OL><LI><QXZ>Vendor Lead Code - shows up in the Vendor ID field of the GUI</QXZ><LI><QXZ>Source Code - internal use only for admins and DBAs</QXZ><LI><QXZ>List ID - the list number that these leads will show up under</QXZ><LI><QXZ>Phone Code - the prefix for the phone number - 1 for US, 44 for UK, 61 for AUS, etc</QXZ><LI><QXZ>Phone Number - must be at least 8 digits long</QXZ><LI><QXZ>Title - title of the customer - Mr. Ms. Mrs, etc...</QXZ><LI><QXZ>First Name</QXZ><LI><QXZ>Middle Initial</QXZ><LI><QXZ>Last Name</QXZ><LI><QXZ>Address Line 1</QXZ><LI><QXZ>Address Line 2</QXZ><LI><QXZ>Address Line 3</QXZ><LI><QXZ>City</QXZ><LI><QXZ>State - limited to 2 characters</QXZ><LI><QXZ>Province</QXZ><LI><QXZ>Postal Code</QXZ><LI><QXZ>Country</QXZ><LI><QXZ>Gender</QXZ><LI><QXZ>Date of Birth</QXZ><LI><QXZ>Alternate Phone Number</QXZ><LI><QXZ>Email Address</QXZ><LI><QXZ>Security Phrase</QXZ><LI><QXZ>Comments</QXZ><LI><QXZ>Rank</QXZ><LI><QXZ>Owner</QXZ></OL><BR><QXZ>NOTES: The Excel Lead loader functionality is enabled by a series of perl scripts and needs to have a properly configured /etc/astguiclient.conf file in place on the web server. Also, a couple perl modules must be loaded for it to work as well - OLE-Storage_Lite and Spreadsheet-ParseExcel. You can check for runtime errors in these by looking at your apache error_log file. Also, for duplication checks against campaign lists, the list that has new leads going into it does need to be created in the system before you start to load the leads.</QXZ>
international_dnc_loader	International DNC Loader	<QXZ>The international DNC loader is used to upload and store DNC lists by country in the dialer database, which can then be used to scrub against in the lead loader.  This feature requires that the "Enable International DNC" feature be turned on in the system settings.<BR><BR>A background script constantly runs and checks a user-defined location for files to load.  This places them in a queue table, the contents of which are displayed in this interface.  From here the user can see what files have been uploaded, are being processed, or are finished/cancelled.<BR><BR>Uploaded files can be processed by assigning them a country code, designating whether or not the uploaded file is meant to purge said country's current DNC list or append to it, and selecting the file format the DNC file follows.  <BR><BR>Files are processed automatically when the user presses the "START FILE" button and their progress can be tracked.  Or the file can be cancelled and removed from the queue.</QXZ>
international_dnc_loader-country_code	DNC country code	<QXZ>This is the list of countries a DNC gleaned from the "vicidial_country_iso_tld" table in the database.  In order to process an uploaded file into a DNC suppression table, you must specify what country it is for here.</QXZ>
international_dnc_loader-file_action	DNC file action	<QXZ>When a user wishes to process a DNC file here, they must specify if the uploaded file is meant to replace the existing data in the country's table (PURGE), or if the uploaded file should insert all new distinct leads in with the records already in the table (APPEND).  If this is the first time a file is being loaded for a particular country, it doesn't matter which option is selected.</QXZ>
international_dnc_loader-file_layout	DNC file layout	<QXZ>This field tells the file processing script what kind of file is being loaded and where to look in the file for the phone numbers.  The file formats displayed in the drop-down menu are gotten from the settings container "DNC_IMPORT_FORMATS", and formats should be defined or altered there.</QXZ>
international_dnc_loader-start_cancel	Start/cancel file	<QXZ>If the user has properly defined a country code, file action, and file layout for an uploaded "READY" file, they can click the "START FILE" button to set the file status to "PENDING", which will cause it to be picked up and processed by the automated processing script.  Or, they can click "CANCEL" to set the file status to "CANCELLED", which will cause the file to eventually be purged from the queue table and also erased from the DNC storage folder by the automated processing script.</QXZ>
admin_phones_bulk_insert-servers	Servers	<QXZ>This is a list of the server IP addresses of existing servers in the system that you want the phone entries to be populated across. These must be valid IP addresses, they must be active in the system and you must put one per line in this text area input box.</QXZ>
admin_phones_bulk_insert-phones	Phones	<QXZ>This is a list of the phone extensions that you want to be created on all of the servers listed above. The phone extensions should be letters and numbers only, with no special characters and you must put one per line in this text area box.</QXZ>
list_loader-file_layout	File layout	<QXZ>The layout of the file you are loading.  Standard Format uses the pre-defined standard file format. Custom layout allows the user to define the layout of the file themselves. Custom template is a hybrid of the previous two options, which allows the user to use a custom format they have defined previously and saved using the Custom Template Maker.</QXZ>
list_loader-template_id	Template ID	<QXZ>If the user has selected Custom layout from the File layout options, then this the template the lead loader will use.  It will also override the selected list ID with the list ID that was assigned to the selected template when it was created.</QXZ>
list_loader-duplicate_check	Duplicate Checking	<QXZ>The duplicate options allow you to check for duplicate entries as you load the leads into the system. You can select to check for duplicates within only the same list, only the same campaign lists or within the entire system. If you have chosen a duplicate check method, you can also optionally select the only specific statuses that you want to duplicate check against.</QXZ>
list_loader-status_mismatch_action	Status Mismatch Action	<QXZ>Using this feature, if a lead being loaded into the dialer dupes out by phone number ,or title and alt_phone, depending on the form settings, but does NOT dupe out against selected statuses from the -Status Duplicate Check- option, the user can opt to have the not-quite-duplicated leads already in the database moved to the current list being loaded into.  The user can opt to only move the most recent occurence of a duplicated-by-phone lead or ALL occurrences found, and also whether to only use the -Lead Duplicate Check- setting when searching for duplicates or the entire system, meaning the scope of the status mismatch action can be different from the scope of the -Lead Duplicate Check- setting.  This feature is ignored if you are deduping against all statuses. <B>Use caution when utilizing this feature since it involves potential migration of large numbers of leads.</B></QXZ>
list_loader-usacan_check	USA-Canada Check	<QXZ>This option is designed to filter out bad numbers in the USA and CANADA. The PREFIX check will make sure the fourth digit of the phone number is not a 0 or a 1. The AREACOE check will ensure that the first 3 digits of the phone number is a valid North American areacode. The NANPA PREFIX check will use the optional NANPA database to check for valid areacode and 3-digit prefixes, this database is not included by default. Default is disabled.</QXZ>
list_loader-international_dncs	DNC Scrub by Country	<QXZ>If International DNC lists are loaded into your system, you can select the country code from this pull-down option to enable DNC scrubbing for that country. Default is disabled.</QXZ>
list_loader-timezone_lookup	Lead Time Zone Lookup	<QXZ>This is the method used to code each lead to a time-zone in the system. COUNTRY CODE AND AREA CODE ONLY will use only the phone code and the phone number areacode to determine the timezone of a lead, this method is also the second lookup option if one of the other chosen methods does not find a time zone for a lead. POSTAL CODE FIRST will work for USA addresses only that have a postal code populated. OWNER TIME ZONE CODE FIRST will use the 3 or 4 character timezone abbreviation in the lead -owner- field to determine the timezone, must use valid TZ codes like EST, CST, MST, PST, etc... NANPA AREACODE PREFIX FIRST will use the optional NANPA database for time zone lookups, this database is not included by default. Default is COUNTRY CODE AND AREA CODE ONLY.</QXZ>
list_loader-state_conversion	State Abbreviation Lookup	<QXZ>If your lead file has state names spelled out and you would like to load them into the state field as their two-character abbreviations, this feature will look up the abbreviation from the internal database. Default is DISABLED.</QXZ>
list_loader-required_phone_length	Required Phone Number Length	<QXZ>If enabled, this is the length in digits that phone numbers must be in order to be loaded into the system.</QXZ>
list_loader-invalid_phone_override	Invalid Phone Number Replacement	<QXZ>If enabled, this option will try to replace an invalid phone_number lead value with either the alt_phone or address3 value in the same lead. This can be made active only in cases where the number is INVALID, and-or the number is a DUPLICATE, and-or the number is an International DNC match. The -empty-rep-value- options will set the replacement field to blank if it has been used to replace the phone_number for a lead. For example, if the phone_number is invalid and is replaced with a valid alt_phone, then the alt_phone field will be blank if one of the -empty-rep-value- options is used. Default is DISABLED.</QXZ>
phones-extension	Phone Extension	<QXZ>This field is where you put the phones name as it appears to Asterisk not including the protocol or slash at the beginning. For Example: for the SIP phone SIP/test101 the Phone extension would be test101. Also, for IAX2 phones: IAX2/IAXphone1@IAXphone1 would be IAXphone1. For Zap and Dahdi attached channelbank or FXS phones make sure you put the full channel number without the prefix: Zap/25-1 would be 25-1.  Another note, make sure you set the Protocol field below correctly for your type of phone. For SIP, PJSIP and IAX phones, this field should not contain any dashes.</QXZ>
phones-dialplan_number	Dial Plan Number	<QXZ>This field is for the number you dial to have the phone ring. This number is defined in the extensions.conf file of your Asterisk server</QXZ>
phones-voicemail_id	Voicemail Box	<QXZ>This field is for the voicemail box that the messages go to for the user of this phone. We use this to check for voicemail messages and for the user to be able to use the VOICEMAIL button on astGUIclient app.</QXZ>
phones-voicemail_timezone	Voicemail Zone	<QXZ>This setting allows you to set the zone that this voicemail box will be set to when the time is logged for a message. Default is set in the System Settings.</QXZ>
phones-voicemail_options	Voicemail Options	<QXZ>This optional setting allows you to define additional voicemail settings. It is recommended that you leave this blank unless you know what you are doing.</QXZ>
phones-outbound_cid	Outbound CallerID	<QXZ>This field is where you would enter the callerID number that you would like to appear on outbound calls placed form the astguiclient web-client. This does not work on RBS, non-PRI, T1/E1s.</QXZ>
phones-outbound_alt_cid	Outbound Alt CallerID	<QXZ>This optional field is where you can enter an alternate callerID number that can be used in certain cases in place of the original Outbound Caller ID number. Using this will require custom dialplan entries for it to work. Default is blank.</QXZ>
phones-user_group	Admin User Group	<QXZ>This is the administrative user group for this record, this allows admin viewing of this record restricted by user group. Default is --ALL-- which allows any admin user to view this record.</QXZ>
phones-phone_ip	Phone IP address	<QXZ>This field is for the phone IP address if it is a VOIP phone. This is an optional field</QXZ>
phones-computer_ip	Computer IP address	<QXZ>This field is for the user computer IP address. This is an optional field</QXZ>
phones-server_ip	Server IP	<QXZ>This menu is where you select which server the phone is active on.</QXZ>
phones-login	Agent Screen Login	<QXZ>The login used for the phone user to login to the client applications, like the agent screen.</QXZ>
phones-pass	Login Password	<QXZ> The password used for the phone user to login to the web-based client applications. IMPORTANT, this is the password only for the agent web interface phone login, to change the sip.conf or iax.conf password, or secret, for this phone device you need to modify the Registration Password in the next field.</QXZ>
phones-conf_secret	Registration Password	<QXZ>This is the secret, or password, for the phone in the iax or sip auto-generated conf file for this phone. Limit is 20 characters alphanumeric dash and underscore accepted. Default is test. Formerly called Conf File Secret. A strong registration password should be at least 8 characters in length and have lower case and upper case letters as well as at least one number.</QXZ>
phones-is_webphone	Set As Webphone	<QXZ> Setting this option to Y will attempt to load a web-based phone when the agent logs into their agent screen. Default is N. The Y_API_LAUNCH option can be used with the agent API to launch the webphone in a separate Iframe or window.</QXZ>
phones-webphone_dialpad	Webphone Dialpad	<QXZ> This setting allows you to activate or deactivate the dialpad for this webphone. Default is Y for enabled. TOGGLE will allow the user to view and hide the dialpad by clicking a link. This feature is not available on all webphone versions. TOGGLE_OFF will default to not show the dialpad on first load, but will allow the user to show the dialpad by clicking on the dialpad link.</QXZ>
phones-webphone_auto_answer	Webphone Auto-Answer	<QXZ> This setting allows the web phone to be set to automatically answer calls that come in by setting it to Y, or to have calls ring by setting it to N. Default is Y.</QXZ>
phones-webphone_dialbox	Webphone Dialbox	<QXZ>For the WebRTC phone, this setting will allow the number to dial input box to be active. Default is Y.</QXZ>
phones-webphone_mute	Webphone Mute	<QXZ>For the WebRTC phone, this setting will allow the mute button to be active. Default is Y.</QXZ>
phones-webphone_volume	Webphone Volume	<QXZ>For the WebRTC phone, this setting will allow the volume buttons to be active. Default is Y.</QXZ>
phones-webphone_debug	Webphone Debug	<QXZ>For the WebRTC phone, this setting will show debug output. Default is N.</QXZ>
phones-webphone_layout	Webphone Layout	<QXZ>For the WebRTC phone, this setting will allow you to use an alternate layout. Default is blank.</QXZ>
phones-webphone_settings	Webphone Extra Settings	<QXZ>This option allows you to define additional webphone settings that will be passed from the agent screen to the webphone that is loaded for that agent. See the VICIPHONE_SETTINGS settings container for more information.</QXZ>
phones-use_external_server_ip	Use External Server IP	<QXZ> If using as a web phone, you can set this to Y to use the servers External IP to register to instead of the Server IP. Default is empty.</QXZ>
phones-status	Status	<QXZ>The status of the phone in the system, ACTIVE and ADMIN allow for GUI clients to work. ADMIN allows access to this administrative web site. All other statuses do not allow GUI or Admin web access.</QXZ>
phones-active	Active Account	<QXZ>Whether the phone is active to put it in the list in the GUI client.</QXZ>
phones-phone_type	Phone Type	<QXZ>Purely for administrative notes.</QXZ>
phones-fullname	Full Name	<QXZ>Used by the GUIclient in the list of active phones.</QXZ>
phones-company	Company	<QXZ>Purely for administrative notes.</QXZ>
phones-email	Phones Email	<QXZ>The email address associated with this phone entry. This is used for voicemail settings. Upon placing an email in this field, you are activating the process to drop voice mails to the email address entered.</QXZ>
phones-delete_vm_after_email	Delete Voicemail After Email	<QXZ>This optional setting allows you to have the voicemail messages deleted from the system after they have been emailed out. Default is N.</QXZ>
phones-voicemail_greeting	Voicemail Greeting	<QXZ>This optional setting allows you to define a voicemail greeting audio file from the audio store. Default is blank.</QXZ>
phones-voicemail_instructions	Voicemail Instructions	<QXZ>This setting allows you to define if the voicemail instructions will play after the voicemail greeting when a call rings on the agent extension and times out to voicemail. Default is Y.</QXZ>
phones-show_vm_on_summary	Show VM on Summary Screen	<QXZ>This option will display this Voicemail Box information on the summary page seen when logging into the administration page. It will show the box name, new message count, old count, and total messages in the box. Note the table will not be shown unless you have set at least one mailbox to Y. Default is N for off.</QXZ>
phones-unavail_dialplan_fwd_exten	Unavailable Dialplan Forward	<QXZ>If this field is populated, any calls sent to this phone that go unanswered will be sent to a dialplan extension instead of going to the phone voicemail box. If context is left blank then the call will go to the extension at the default context. Default is blank for disabled.</QXZ>
phones-mohsuggest	Music on Hold Suggest	<QXZ>This option will allow you to define a specific Music on Hold context for the system to use for the customer to hear if the user of this phone places a customer on hold through their phone, not through the Agent Screen. Default is blank for disabled.</QXZ>
phones-picture	Picture	<QXZ>Not yet Implemented.</QXZ>
phones-messages	New Messages	<QXZ>Number of new voicemail messages for this phone on the Asterisk server.</QXZ>
phones-old_messages	Old Messages	<QXZ>Number of old voicemail messages for this phone on the Asterisk server.</QXZ>
phones-protocol	Client Protocol	<QXZ>The protocol that the phone uses to connect to the Asterisk server: SIP, PJSIP, IAX2, Zap . Also, there is EXTERNAL for remote dial numbers or speed dial numbers that you want to list as phones.</QXZ>
phones-local_gmt	Local GMT	<QXZ>The difference from Greenwich Mean time, or ZULU time where the phone is located. DO NOT ADJUST FOR DAYLIGHT SAVINGS TIME. This is used by the campaign to accurately display the system time and customer time, as well as accurately log when events happen.</QXZ>
phones-phone_ring_timeout	Phone Ring Timeout	<QXZ>This is the amount of time, in seconds, that the phone will ring in the dialplan before sending the call to voicemail. Default is 60 seconds.</QXZ>
phones-on_hook_agent	On-Hook Agent Login	<QXZ>This option is only used for inbound calls going to an agent logged in with this phone. This feature will call the agent and will not send the customer to the agents session until the line is answered. Default is N for disabled.</QXZ>
phones-ASTmgrUSERNAME	Manager Login	<QXZ>This is the login that the GUI clients for this phone will use to access the Database where the server data resides.</QXZ>
phones-ASTmgrSECRET	Manager Secret	<QXZ>This is the password that the GUI clients for this phone will use to access the Database where the server data resides.</QXZ>
phones-login_user	Agent Default User	<QXZ>This is to place a default value in the agent user field whenever this phone user opens the client app. Leave blank for no user.</QXZ>
phones-login_pass	Agent Default Pass	<QXZ>This is to place a default value in the agent password field whenever this phone user opens the client app. Leave blank for no pass.</QXZ>
phones-login_campaign	Agent Default Campaign	<QXZ>This is to place a default value in the agent screen campaign field whenever this phone user opens the client app. Leave blank for no campaign.</QXZ>
phones-park_on_extension	Park Exten	<QXZ>This is the default Parking extension for the client apps. Verify that a different one works before you change this.</QXZ>
phones-conf_on_extension	Conf Exten	<QXZ>This is the default Conference park extension for the client apps. Verify that a different one works before you change this.</QXZ>
phones-park_on_filename	Agent Park File	<QXZ>This is the default agent screen park extension file name for the client apps. Verify that a different one works before you change this. limited to 10 characters.</QXZ>
phones-monitor_prefix	Monitor Prefix	<QXZ>This is the dial plan prefix for monitoring of Zap channels automatically within the astGUIclient app. Only change according to the extensions.conf ZapBarge extensions records.</QXZ>
phones-recording_exten	Recording Exten	<QXZ>This is the dial plan extension for the recording extension that is used to drop into meetme conferences to record them. It usually lasts upto one hour if not stopped. verify with extensions.conf file before changing.</QXZ>
phones-voicemail_exten	VMAIL Main Exten	<QXZ>This is the dial plan extension going to check your voicemail. verify with extensions.conf file before changing.</QXZ>
phones-voicemail_dump_exten	VMAIL Dump Exten	<QXZ>This is the dial plan prefix used to send calls directly to a user voicemail from a live call in the astGUIclient app. verify with extensions.conf file before changing.</QXZ>
phones-voicemail_dump_exten_no_inst	VMAIL Dump Exten NI	<QXZ>This is the dial plan prefix used to send calls directly to a user voicemail from a live call in the astGUIclient app. This is the No Instructions setting.</QXZ>
phones-ext_context	Exten Context	<QXZ>This is the dial plan context that the agent screen, primarily uses. It is assumed that all numbers dialed by the client apps are using this context so it is a good idea to make sure this is the most wide context possible. verify with extensions.conf file before changing. default is default.</QXZ>
phones-phone_context	Phone Context	<QXZ>This is the dial plan context that this phone will use to dial out. If you are running a call center and you do not want your agents to be able to dial out outside of the agent screen application for example, then you would set this field to a dialplan context that does not exist, something like agent-nodial. default is default.</QXZ>
phones-codecs_list	Allowed Codecs	<QXZ>You can define a comma delimited list of codecs to be set as the default codecs for this phone. Options for codecs include ulaw, alaw, gsm, g729, speex, g722, g723, g726, ilbc, opus, slin, g719,... Some of these codecs might not be available on your system, like g729, g726 or opus. If the field is empty, then the system default codecs or the phone entry above this one will be used for the allowable codecs. Default is empty.</QXZ>
phones-codecs_with_template	Allowed Codecs With Template	<QXZ>Setting this option to 1 will include the codecs defined above even if a conf file template is used. Default is 0.</QXZ>
phones-conf_qualify	Conf Qualify	<QXZ>This setting allows you to add or remove the qualify entry in the Asterisk conf file for this phone if it is IAX type. Default is Y for active.</QXZ>
phones-dtmf_send_extension	DTMF send Channel	<QXZ>This is the channel string used to send DTMF sounds into meetme conferences from the client apps. Verify the exten and context with the extensions.conf file.</QXZ>
phones-call_out_number_group	Outbound Call Group	<QXZ>This is the channel group that outbound calls from this phone are placed out of. There are a couple routines in the client apps that use this. For Zap channels you want to use something like Zap/g2 , for IAX2 trunks you would want to use the full IAX prefix like IAX2/VICItest1:secret@10.10.10.15:4569. Verify the trunks with the extensions.conf file, it is usually what you have defined as the TRUNK global variable at the top of the file.</QXZ>
phones-client_browser	Browser Location	<QXZ>This is applicable to only UNIX/LINUX clients, the absolute path to Mozilla or Firefox browser on the machine. verify this by launching it manually.</QXZ>
phones-install_directory	Install Directory	<QXZ>Not used anymore.</QXZ>
phones-local_web_callerID_URL	CallerID URL	<QXZ>This is the web address of the page used to do custom callerID lookups. default testing address is: http://astguiclient.sf.net/test_callerid_output.php</QXZ>
phones-agent_web_URL	Agent Default URL	<QXZ>This is the web address of the page used to do custom agent Web Form queries. default testing address is defined in the database schema.</QXZ>
phones-nva_call_url	NVA Call URL	<QXZ>This is the optional web URL that can be used together with the NVA agi script in a Call Menu to log phone calls made outside of the agent screen. Variables that can be used with this feature are- phone_number, uniqueid, lead_id, extension, server_ip, entry_date, modify_date, status, user, vendor_lead_code, source_id, list_id, phone_number, title, first_name, middle_initial, last_name, address1, address2, address3, city, state, province, postal_code, country_code, gender, date_of_birth, alt_phone, email, security_phrase, comments, called_count, last_local_call_time, rank, owner, campaign_id, list_description, recording_id, recording_filename.</QXZ>
phones-nva_search_method	NVA Search Method	<QXZ>If this phone dials through the NVA agi script in a Call Menu, and the NVA agi option is set to use the phone NVA Search Method, this is where that is defined.</QXZ>
phones-nva_error_filename	NVA Error Filename	<QXZ>If this phone dials through the NVA agi script in a Call Menu, this is the error file that is played for the user of this phone if an error occurs.</QXZ>
phones-nva_new_list_id	NVA New List ID	<QXZ>If this phone dials through the NVA agi script in a Call Menu, this is the list ID that a new lead is inserted into if the phone number is not found and the NVA option to insert a new lead is set to Y. Default is 995.</QXZ>
phones-nva_new_phone_code	NVA New Phone Code	<QXZ>If this phone dials through the NVA agi script in a Call Menu, this is the phone code that a new lead is inserted with if the phone number is not found and the NVA option to insert a new lead is set to Y. Default is 1.</QXZ>
phones-nva_new_status	NVA New Status	<QXZ>If this phone dials through the NVA agi script in a Call Menu, this is the status that a new lead is inserted with if the phone number is not found and the NVA option to insert a new lead is set to Y. Default is NVAINS.</QXZ>
phones-AGI_call_logging_enabled	Call Logging	<QXZ>This is set to true if the call_log step is in place in the extensions.conf file for all outbound and hang up h extensions to log all calls. This should always be 1 because it is mandatory for many of the system features to work properly.</QXZ>
phones-user_switching_enabled	User Switching	<QXZ>Set to true to allow user to switch to another user account. NOTE: If user switches they can initiate recording on the new user phone conversation</QXZ>
phones-conferencing_enabled	Conferencing	<QXZ>Set to true to allow user to start conference calls with upto six external lines.</QXZ>
phones-admin_hangup_enabled	Admin Hang Up	<QXZ>Set to true to allow user to be able to hang up any line at will through astGUIclient. Good idea only to enable this for Admin users.</QXZ>
phones-admin_hijack_enabled	Admin Hijack	<QXZ>Set to true to allow user to be able to grab and redirect to their extension any line at will through astGUIclient. Good idea only to enable this for Admin users. But is very useful for Managers.</QXZ>
phones-admin_monitor_enabled	Admin Monitor	<QXZ>Set to true to allow user to be able to grab and redirect to their extension any line at will through astGUIclient. Good idea only to enable this for Admin users. But is very useful for Managers and as a training tool.</QXZ>
phones-call_parking_enabled	Call Park	<QXZ>Set to true to allow user to be able to park calls on astGUIclient hold to be picked up by any other astGUIclient user on the system. Calls stay on hold for upto a half hour then hang up. Usually enabled for all.</QXZ>
phones-updater_check_enabled	Updater Check	<QXZ>Set to true to display a popup warning that the updater time has not changed in 20 seconds. Useful for Admin users.</QXZ>
phones-AFLogging_enabled	AF Logging	<QXZ>Set to true to log many actions of astGUIclient usage to a text file on the user computer.</QXZ>
phones-QUEUE_ACTION_enabled	Queue Enabled	<QXZ>Set to true to have client apps use the Asterisk Central Queue system. Required for the system to work and recommended for all phones.</QXZ>
phones-CallerID_popup_enabled	CallerID Popup	<QXZ>Set to true to allow for numbers defined in the extensions.conf file to send CallerID popup screens to astGUIclient users.</QXZ>
phones-voicemail_button_enabled	VMail Button	<QXZ>Set to true to display the VOICEMAIL button and the messages count display on astGUIclient.</QXZ>
phones-enable_fast_refresh	Fast Refresh	<QXZ>Set to true to enable a new rate of refresh of call information for the astGUIclient. Default disabled rate is 1000 ms ,1 second. Can increase system load if you lower this number.</QXZ>
phones-fast_refresh_rate	Fast Refresh Rate	<QXZ>in milliseconds. Only used if Fast Refresh is enabled. Default disabled rate is 1000 ms ,1 second. Can increase system load if you lower this number.</QXZ>
phones-enable_persistant_mysql	Persistant MySQL	<QXZ>If enabled the astGUIclient connection will remain connected instead of connecting every second. Useful if you have a fast refresh rate set. It will increase the number of connections on your MySQL machine.</QXZ>
phones-auto_dial_next_number	Auto Dial Next Number	<QXZ>If enabled the agent screen will dial the next number on the list automatically upon disposition of a call unless they selected to PAUSE AGENT DIALING on the disposition screen.</QXZ>
phones-VDstop_rec_after_each_call	Stop Rec after each call	<QXZ>If enabled the agent screen will stop whatever recording is going on after each call has been dispositioned. Useful if you are doing a lot of recording or you are using a web form to trigger recording. </QXZ>
phones-enable_sipsak_messages	Enable SIPSAK Messages	<QXZ>If enabled, the server will send messages to the SIP phone to display on the phone display screen when logged into the agent web interface. Feature only works with SIP phones and requires sipsak application to be installed on the web server. Default is 0.</QXZ>
phones-DBX_server	DBX Server	<QXZ>The MySQL database server that this user should be connecting to.</QXZ>
phones-DBX_database	DBX Database	<QXZ>The MySQL database that this user should be connecting to. Default is asterisk.</QXZ>
phones-DBX_user	DBX User	<QXZ>The MySQL user login that this user should be using when connecting. Default is cron.</QXZ>
phones-DBX_pass	DBX Pass	<QXZ>The MySQL user password that this user should be using when connecting. Default is 1234.</QXZ>
phones-DBX_port	DBX Port	<QXZ>The MySQL TCP port that this user should be using when connecting. Default is 3306.</QXZ>
phones-DBY_server	DBY Server	<QXZ>The MySQL database server that this user should be connecting to. Secondary server, not used currently.</QXZ>
phones-DBY_database	DBY Database	<QXZ>The MySQL database that this user should be connecting to. Default is asterisk. Secondary server, not used currently.</QXZ>
phones-DBY_user	DBY User	<QXZ>The MySQL user login that this user should be using when connecting. Default is cron. Secondary server, not used currently.</QXZ>
phones-DBY_pass	DBY Pass	<QXZ>The MySQL user password that this user should be using when connecting. Default is 1234. Secondary server, not used currently.</QXZ>
phones-DBY_port	DBY Port	<QXZ>The MySQL TCP port that this user should be using when connecting. Default is 3306. Secondary server, not used currently.</QXZ>
phones-alias_id	Alias ID	<QXZ>The ID of the alias used to allow for phone load balanced logins. no spaces or other special characters allowed. Must be between 2 and 20 characters in length.</QXZ>
phones-alias_name	Alias Name	<QXZ>The name used to describe a phones alias, Must be between 2 and 50 characters in length.</QXZ>
phones-logins_list	Phones Logins List	<QXZ>The comma separated list of phone logins used when an agent logs in using phone load balanced logins. The Agent application will find the active server with the fewest agents logged into it and place a call from that server to the agent upon login.</QXZ>
phones-template_id	Template ID	<QXZ>This is the conf file template ID that this phone entry will use for its Asterisk settings. Default is --NONE--.</QXZ>
phones-conf_override	Conf Override Settings	<QXZ>If populated, and the Template ID is set to --NONE-- then the contents of this field are used as the conf file entries for this phone. generate conf files for this phones server must be set to Y for this to work. This field should NOT contain the [extension] line, that will be automatically generated.</QXZ>
phones-group_alias_id	Group Alias ID	<QXZ>The ID of the group alias used by agents to dial out calls from the agent interface with different Caller IDs. no spaces or other special characters allowed. Must be between 2 and 20 characters in length.</QXZ>
phones-group_alias_name	Group Alias Name	<QXZ>The name used to describe a group alias, Must be between 2 and 50 characters in length.</QXZ>
phones-caller_id_number	Caller ID Number	<QXZ>The Caller ID number used in this Group Alias. Must be digits only.</QXZ>
phones-caller_id_name	Caller ID Name	<QXZ>The Caller ID name that can be sent out with this Group Alias. As far as we know this will only work in Canada on PRI circuits and using an IAX loop trunk through Asterisk.</QXZ>
servers-server_id	Server ID	<QXZ>This field is where you put the Asterisk servers name, does not have to be an official domain sub, just a nickname to identify the server to Admin users.</QXZ>
servers-server_description	Server Description	<QXZ>The field where you use a small phrase to describe the Asterisk server.</QXZ>
servers-server_ip	Server IP Address	<QXZ>The field where you put the Network IP address of the Asterisk server.</QXZ>
servers-active	Active	<QXZ>Set whether the Asterisk server is active or inactive.</QXZ>
servers-user_group	Admin User Group	<QXZ>This is the administrative user group for this record, this allows admin viewing of this record restricted by user group. Default is --ALL-- which allows any admin user to view this record.</QXZ>
servers-sysload	System Load	<QXZ>These two statistics show the loadavg of a system times 100 and the CPU usage percentage of the server and is updated every minute. The loadavg should on average be below 100 multiplied by the number of CPU cores your system has, for optimal performance. The CPU usage percentage should stay below 50 for optimal performance.</QXZ>
servers-channels_total	Live Channels	<QXZ>This field shows the current number of Asterisk channels that are live on the system right now. It is important to note that the number of Asterisk channels is usually much higher than the number of actual calls on a system. This field is updated once every minute.</QXZ> <QXZ>The Agents field shows the current number of agents logged into the agent screen on this server.</QXZ>
servers-disk_usage	Disk Usage	<QXZ>This field will show the disk usage for every partition on this server. This field is updated once every minute.</QXZ>
servers-system_uptime	System Uptime	<QXZ>This field will show the system uptime of this server. This field only updates if configured to do so by your administrator.</QXZ>
servers-asterisk_version	Asterisk Version	<QXZ>Set the version of Asterisk that you have installed on this server. Examples: 1.2, 1.0.8, 1.0.7, CVS_HEAD, REALLY OLD, etc... This is used because versions 1.0.8 and 1.0.9 have a different method of dealing with Local/ channels, a bug that has been fixed in CVS v1.0, and need to be treated differently when handling their Local/ channels. Also, current CVS_HEAD and the 1.2 release tree uses different manager and command output so it must be treated differently as well.</QXZ>
servers-max_trunks	Max Trunks	<QXZ>This field will determine the maximum number of lines that the auto-dialer will attempt to call on this server. If you want to dedicate two full PRI T1s to outbound dialing on a server then you would set this to 46. Any inbound or manual dial calls will be counted against this total as well. Default is 96.</QXZ>
servers-outbound_calls_per_second	Max Calls per Second	<QXZ>This setting determines the maximum number of calls that can be placed by the outbound auto-dialing script on this server per second. Must be from 1 to 100. Default is 5. Most SIP carriers can handle less than 4.</QXZ>
servers-telnet_host	Telnet Host	<QXZ>This is the address or name of the Asterisk server and is how the manager applications connect to it from where they are running. If they are running on the Asterisk server, then the default of localhost is fine.</QXZ>
servers-telnet_port	Telnet Port	<QXZ>This is the port of the Asterisk server Manager connection and is how the manager applications connect to it from where they are running. The default of 5038 is fine for a standard install.</QXZ>
servers-ASTmgrUSERNAME	Manager User	<QXZ>The username or login used to connect genericly to the Asterisk server manager. Default is cron</QXZ>
servers-ASTmgrSECRET	Manager Secret	<QXZ>The secret or password used to connect genericly to the Asterisk server manager. Default is 1234</QXZ>
servers-ASTmgrUSERNAMEupdate	Manager Update User	<QXZ>The username or login used to connect to the Asterisk server manager optimized for the Update scripts. Default is updatecron and assumes the same secret as the generic user.</QXZ>
servers-ASTmgrUSERNAMElisten	Manager Listen User	<QXZ>The username or login used to connect to the Asterisk server manager optimized for scripts that only listen for output. Default is listencron and assumes the same secret as the generic user.</QXZ>
servers-ASTmgrUSERNAMEsend	Manager Send User	<QXZ>The username or login used to connect to the Asterisk server manager optimized for scripts that only send Actions to the manager. Default is sendcron and assumes the same secret as the generic user.</QXZ>
servers-conf_secret	Conf File Secret	<QXZ>This is the secret, or password, for the server in the iax auto-generated conf file for this server on other servers. Limit is 20 characters alphanumeric dash and underscore accepted. Default is test. A strong conf file secret should be at least 8 characters in length and have lower case and upper case letters as well as at least one number.</QXZ>
servers-local_gmt	Server GMT offset	<QXZ>The difference in hours from GMT time not adjusted for Daylight-Savings-Time of the server. Default is -5</QXZ>
servers-voicemail_dump_exten	VMail Dump Exten	<QXZ>The extension prefix used on this server to send calls directly through agc to a specific voicemail box. Default is 85026666666666</QXZ>
servers-voicemail_dump_exten_no_inst	VMAIL Dump Exten NI	<QXZ>This is the dial plan prefix used to send calls directly to a user voicemail from a live call in the astGUIclient app. This is the No Instructions setting.</QXZ>
servers-answer_transfer_agent	auto dial extension	<QXZ>The default extension if none is present in the campaign to send calls to for  auto dialing. Default is 8365</QXZ>
servers-routing_prefix	Routing Prefix	<QXZ>If populated, this value will be added in front of the auto dial extension when an auto-dial call is placced on a dialer server that is running Asterisk verison 13 or higher. Default is 13.</QXZ>
servers-conf_engine	Conferencing Engine	<QXZ>The conferencing engine used by Asterisk for agent sessions. Default is MEETME. CONFBRIDGE is only supported by patched Asterisk 16 and higher servers.</QXZ>
servers-conf_update_interval	Conf Update Interval	<QXZ>The interval of the conferences updating process. Default is 60 seconds.</QXZ>
servers-ext_context	Default Context	<QXZ>The default dial plan context used for scripts that operate for this server. Default is default</QXZ>
servers-sys_perf_log	System Performance	<QXZ>Setting this option to Y will enable logging of system performance stats for the server machine including system load, system processes and Asterisk channels in use. Default is N.</QXZ>
servers-vd_server_logs	Server Logs	<QXZ>Setting this option to Y will enable logging of all system related scripts to their text log files. Setting this to N will stop writing logs to files for these processes, also the screen logging of asterisk will be disabled if this is set to N when Asterisk is started. Default is Y.</QXZ>
servers-agi_output	AGI Output	<QXZ>Setting this option to NONE will disable output from all system related AGI scripts. Setting this to STDERR will send the AGI output to the Asterisk CLI. Setting this to FILE will send the output to a file in the logs directory. Setting this to BOTH will send output to both the Asterisk CLI and a log file. Default is FILE.</QXZ>
servers-balance_active	Balance Dialing	<QXZ>Setting this field to Y will allow the server to place balance calls for campaigns in the system so that the defined dial level can be met even if there are no agents logged into that campaign on this server. Default is N.</QXZ>
servers-balance_rank	Balance Rank	<QXZ>This field allows you to set the order in which this server is to be used for balance dialing, if balance dialing is enabled. The server with the highest rank will be used first in placing Balance fill calls. Default is 0.</QXZ>
servers-balance_trunks_offlimits	Balance Offlimits	<QXZ>This setting defines the number of trunks to not allow the balance dialing processes to use. For example if you have 40 max trunks and balance offlimits is set to 10 you will only be able to use 30 trunk lines for balance dialing. Default is 0.</QXZ>
servers-recording_web_link	Recording Web Link	<QXZ>This setting allows you to override the default of the display of the recording link in the admin web pages. Default is SERVER_IP.</QXZ>
servers-alt_server_ip	Alternate Recording Server IP	<QXZ>This setting is where you can put a server IP or other machine name that can be used in place of the server_ip in the links to recordings within the admin web pages. Default is empty.</QXZ>
servers-external_server_ip	External Server IP	<QXZ>This setting is where you can put a server IP or other machine name that can be used in place of the server_ip when using a webphone in the agent interface. For this to work you also must have the phones entry set to use the External Server IP. Default is empty.</QXZ>
servers-web_socket_url	Web Socket URL	<QXZ>For systems running Asterisk 11 and higher, this is the URL that a WebRTC phone needs to connect to the server.</QXZ>
servers-external_web_socket_url	External Web Socket URL	<QXZ>For systems running Asterisk 11 and higher, this is the External URL that a WebRTC phone needs to connect to the server. This External web socket is used if the Phone entry has Use External Server IP set to Y. Default is blank, which will use the normal Web Socket URL.</QXZ>
servers-active_asterisk_server	Active Asterisk Server	<QXZ>If Asterisk is not running on this server, or if the dialing processes should not be using this server, or if are only using this server for other scripts like the hopper loading script you would want to set this to N. Default is Y.</QXZ>
servers-auto_restart_asterisk	Auto-Restart Asterisk	<QXZ>If Asterisk is running on this server and you want the system to make sure that it will be restarted in the event that it crashes, you might want to consider enabling this setting. If enabled, the system will check every minute to see if Asterisk is running, and if it is not it will attempt to restart it. This process will not run in the first 5 minutes after a system has been up. Default is N.</QXZ>
servers-asterisk_temp_no_restart	Temp No-Restart Asterisk	<QXZ>If Auto-Restart Asterisk is enabled on this server, turning on this setting will prevent the auto-restart process from running until after the server is rebooted. Default is N.</QXZ>
servers-ara_url	Asterisk Restart URL	<QXZ>If populated, this option will send a URL request for this URL every time that the Asterisk process is auto-restarted on this server. Default is blank for disabled.</QXZ>
servers-active_agent_login_server	Active Agent Server	<QXZ>Setting this option to N will prevent agents from being able to log in to this server through the agent screen. This is very useful when using a phone login load balanced setup. Default is Y.</QXZ>
servers-generate_conf	Generate conf files	<QXZ>If you would like the system to auto-generate asterisk conf files based upon the phones entries, carrier entries and load balancing setup within the system then set this to Y. Default is Y.</QXZ>
servers-rebuild_conf_files	Rebuild conf files	<QXZ>If you want to force a rebuilding of the Asterisk conf files or if any of the phones or carrier entries have changed then this should be set to Y. After the conf files have been generated and Asterisk has been reloaded then this will be changed to N. Default is Y.</QXZ>
servers-rebuild_music_on_hold	Rebuild Music On Hold	<QXZ>If you want to force a rebuilding of the music on hold files or if the music on hold entries or server entries have changed then this should be set to Y. After the music on hold files have been synchronized and reloaded then this will be changed to N. Default is Y.</QXZ>
servers-sounds_update	Sounds Update	<QXZ>If you want to force a check of the sound files on this server, and the central audio store is enabled as a system setting, then this field will allow the sounds updater to run at the next top of the minute. Any time an audio file is uploaded from the web interface this is automatically set to Y for all servers that have Asterisk active. Default is N.</QXZ>
servers-recording_limit	Recording Limit	<QXZ>This field is where you set the maximum number of minutes that a call recording initiated by the system can be. Default is 60 minutes. This setting also limits the amount of time a 3-way call that has been left by an agent will stay up before it is terminated.</QXZ>
servers-carrier_logging_active	Carrier Logging Active	<QXZ>This setting allows you to log all hangup return codes for any outbound list dialing calls that you are placing. Default is N.</QXZ>
servers-gather_asterisk_output	Gather Asterisk Output	<QXZ>This setting allows you to activate a process that can run every 5 minutes on an active asterisk server and log the SIP/IAX peers and registry output along with the last 1000 lines of Asterisk CLI output. This output is then available to be displayed in the Asterisk Output Report on the Admin Utilities page. Default is N for inactive.</QXZ>
servers-conf_qualify	Conf Qualify	<QXZ>This setting allows you to add or remove the qualify entries in the Asterisk conf files. Default is Y for active.</QXZ>
servers-custom_dialplan_entry	Custom Dialplan Entry	<QXZ>This field allows you to enter in any dialplan elements that you want for the server, the lines will be added to the default context.</QXZ>
servers-active_twin_server_ip	Active Twin Server IP	<QXZ>Some vicidial systems require setting up vicidial servers in pairs. This setting is where you can put the server IP of another vicidial server that this server is twinned with. Default is empty for disabled.</QXZ>
conf_templates-template_id	Template ID	<QXZ>This field needs to be at least 2 characters in length and no more than 15 characters in length, no spaces. This is the ID that will be used to identify the conf template throughout the system.</QXZ>
conf_templates-template_name	Template Name	<QXZ>This is the descriptive name of the conf file template entry.</QXZ>
conf_templates-user_group	Admin User Group	<QXZ>This is the administrative user group for this record, this allows admin viewing of this record restricted by user group. Default is --ALL-- which allows any admin user to view this record.</QXZ>
conf_templates-template_contents	Template Contents	<QXZ>This field is where you can enter in the specific settings to be used by all phones and-or carriers that are set to use this conf template. Fields that should NOT be included in this box are: secret, accountcode, account, username and mailbox.</QXZ>
server_carriers-carrier_id	Carrier ID	<QXZ>This field needs to be at least 2 characters in length and no more than 15 characters in length, no spaces. This is the ID that will be used to identify the carrier for this specific entry throughout the system.</QXZ>
server_carriers-carrier_name	Carrier Name	<QXZ>This is the descriptive name of the carrier entry.</QXZ>
server_carriers-carrier_description	Carrier Description	<QXZ>This is put in the comments of the asterisk conf files above the dialplan and account entries. Maximum 255 characters.</QXZ>
server_carriers-user_group	Admin User Group	<QXZ>This is the administrative user group for this record, this allows admin viewing of this record restricted by user group. Default is --ALL-- which allows any admin user to view this record.</QXZ>
server_carriers-registration_string	Registration String	<QXZ>This field is where you can enter in the exact string needed in the IAX, SIP or PJSIP configuration file to register to the provider. Optional but highly recommended if your carrier allows registration.</QXZ>
server_carriers-template_id	Template ID	<QXZ>This optional field allows you to choose a conf file template for this carrier entry.</QXZ>
server_carriers-account_entry	Account Entry	<QXZ>This field is used if you have not selected a template to use, and it is where you can enter in the specific account settings to be used for this carrier. If you will be taking in inbound calls from this carrier trunk you might want to set the context=trunkinbound within this field so that you can use the DID handling process within the system.</QXZ>
server_carriers-protocol	Protocol	<QXZ>This field allows you to define the protocol to use for the carrier entry. Currently only IAX, SIP and PJSIP are supported.</QXZ>
server_carriers-globals_string	Globals String	<QXZ>This optional field allows you to define a global variable to use for the carrier in the dialplan.</QXZ>
server_carriers-dialplan_entry	Dialplan Entry	<QXZ>This optional field allows you to define a set of dialplan entries to use for this carrier.</QXZ>
server_carriers-server_ip	Server IP	<QXZ>This is the server that this specific carrier record is associated with. If you set this to 0.0.0.0 then this carrier entry will be put on all active asterisk servers.</QXZ>
server_carriers-active	Active	<QXZ>This defines whether the carrier will be included in the auto-generated conf files or not.</QXZ>
conferences-conf_exten	Conference Number	<QXZ>This field is where you put the meetme conference dialplan number. It is also recommended that the meetme number in meetme.conf matches this number for each entry. This is for the conferences in the astGUIclient user screen and is used for leave-3way-call functionality in the system.</QXZ>
conferences-server_ip	Server IP	<QXZ>The menu where you select the Asterisk server that this conference will be on.</QXZ>
server_trunks	Server Trunks	<QXZ>Server Trunks allows you to restrict the outgoing lines that are used on this server for campaign dialing on a per-campaign basis. You have the option to reserve a specific number of lines to be used by only one campaign as well as allowing that campaign to run over its reserved lines into whatever lines remain open, as long at the total lines used by the system on this server is less than the Max Trunks setting. Not having any of these records will allow the campaign that dials the line first to have as many lines as it can get under the Max Trunks setting.</QXZ>
settings-default_external_server_ip	Default External Server IP	<QXZ>If set to 1, this option will enable you to have your web phone located on a different server</QXZ>
settings-use_non_latin	Use Non-Latin	<QXZ>This option allows you to default the web display script to use UTF8 characters and not do any latin-character-family regular expression filtering or display formatting. Default is 0.</QXZ>
settings-enable_languages	Enable Languages	<QXZ>This setting allows you to enable non-English language translations on the system. A new section called Languages under the Admin section will also be available to manager Languages. Default is 0 for disabled.</QXZ>
settings-language_method	Language Method	<QXZ>This setting defines how the language translation works when pages are loaded. The MYSQL method performs a database query for every display of a phrase in the interface. The DISABLED method will always display -default English- no matter what other settings are set to. Default is DISABLED.</QXZ>
settings-default_language	Default Language	<QXZ>This is the language that the agent and administrative interface will default to before the agent logs in. Default is -default English-.</QXZ>
settings-webroot_writable	Webroot Writable	<QXZ>This setting allows you to define whether temp files and authentication files should be placed in the webroot on your web server. Default is 1.</QXZ>
settings-agent_disable	Agent Disable Display	<QXZ>This field is used to select when to show an agent notices when their session has been disabled by the system, a manager action or by an external measure. The NOT_ACTIVE setting will disable the message on the agents screen. The LIVE_AGENT setting will only display the disabled message when the agents auto_calls record has been removed, such as during a force logout or emergency logout. Default is ALL.</QXZ>
settings-frozen_server_call_clear	Clear Frozen Calls	<QXZ>This option can enable the ability for the general Reports page and the optional AST_timecheck.pl script to clear out the auto_calls entries for a frozen server so they do not affect call routing. Default is 0 for disabled.</QXZ>
settings-allowed_sip_stacks	Allowed SIP Stacks	<QXZ>This option will determine which SIP modules in Asterisk will be allowed to be configured on your dialers for Phones and Carriers. The standard up until Asterisk 16 is -SIP- which uses the older chan_sip module. The newer PJSIP can be used with Asterisk 16 and higher, if configured properly. Default is SIP.</QXZ>
settings-allow_sipsak_messages	Allow SIPSAK Messages	<QXZ>If set to 1, this will allow the sipsak phones table setting to work if the phone is set to the SIP protocol. The server will send messages to the SIP phone to display on the phone display when logged into the system. This feature only works with SIP phones and requires sipsak application to be installed on the web server that the agent is logged into. Default is 0. </QXZ>
settings-vdc_agent_api_active	Agent API Active	<QXZ>If set to 1, this will allow the Agent API interface to function. Default is 0. </QXZ>
settings-agent_notifications	Allow Agent API Notifications	<QXZ>If set to 1, this will allow the Agent API send_notification function to send notifications to agents in their agent screens. Default is 0 for disabled. </QXZ>
settings-admin_modify_refresh	Admin Modify Auto-Refresh	<QXZ>This is the refresh interval in seconds of the modify screens in this admin interface. Setting this to 0 will disable it, setting it below 5 will mostly make the modify screens unusable because they will refresh too quickly to change fields. This option is useful in situations where more than one manager is controlling settings on an active campaign or in-group so that the settings are refreshed frequently. Default is 0.</QXZ>
settings-nocache_admin	Admin No-Cache	<QXZ>Setting this to 1 will set all admin pages to web browser no-cache, so every screen has to be reloaded every time it is viewed, even if clicking back on the browser. Default is 0 for disabled.</QXZ>
settings-admin_row_click	Admin Row Click	<QXZ>Setting this to 1 will allow you to click on a row to go to a record link in addition to being able to go to the record link by clicking on the text link. Default is 1 for enabled.</QXZ>
settings-entries_per_page	Admin Records Per Page	<QXZ>This setting will allow you to set the maximum number of records that can appear on an admin page listing. Currently only works for Phones and DIDs. Default is 0 for disabled.</QXZ>
settings-user_admin_redirect	Admin User Redirect	<QXZ>If enabled, you can define a URL that an admin web user is redirected to when they log in to the admin screens. This is often used for level 7 report only users to be sent to a single report without seeing the admin screens at all. Default is 0 for disabled.</QXZ>
settings-enable_agc_xfer_log	Enable Agent Transfer Logfile	<QXZ>This option will log to a text logfile on the webserver every time a call is transferred to an agent. Default is 0, disabled.</QXZ>
settings-enable_agc_dispo_log	Enable Agent Disposition Logfile	<QXZ>This option will log to a text logfile on the webserver every time a call is dispositioned by an agent. Default is 0, disabled.</QXZ>
settings-timeclock_end_of_day	Timeclock End Of Day	<QXZ>This setting defines when all users are to be auto logged out of the timeclock system. Only runs once a day. must be only 4 digits 2 digit hour and 2 digit minutes in 24 hour time. Default is 0000.</QXZ>
settings-default_local_gmt	Default Local GMT	<QXZ>This setting defines what will be used by default when new phones and servers are added using this admin web interface. Default is -5.</QXZ>
settings-default_voicemail_timezone	Default Voicemail Zone	<QXZ>This setting defines what zone will be used by default when new phones and voicemail boxes are created. The list of available zones is directly taken from the voicemail.conf file. Default is eastern.</QXZ>
settings-agents_calls_reset	Agents Calls Reset	<QXZ>This setting defines whether the logged-in agents and active phone calls records are to be reset at the timeclock end of day. Default is 1 for enabled.</QXZ>
settings-timeclock_last_reset_date	Timeclock Last Auto Logout	<QXZ>This field displays the date of the last auto-logout.</QXZ>
settings-vdc_header_date_format	Agent Screen Header Date Format	<QXZ>This menu allows you to choose the format of the date and time that shows up at the top of the agent screen. The options for this setting are: default is MS_DASH_24HR</QXZ><BR>MS_DASH_24HR  2008-06-24 23:59:59 - <QXZ>Default date format with year month day followed by 24 hour time</QXZ><BR>US_SLASH_24HR 06/24/2008 23:59:59 - <QXZ>USA date format with month day year followed by 24 hour time</QXZ><BR>EU_SLASH_24HR 24/06/2008 23:59:59 - <QXZ>European date format with day month year followed by 24 hour time</QXZ><BR>AL_TEXT_24HR  JUN 24 23:59:59 - <QXZ>Text date format with abbreviated month day followed by 24 hour time</QXZ><BR>MS_DASH_AMPM  2008-06-24 11:59:59 PM - <QXZ>Default date format with year month day followed by 12 hour time</QXZ><BR>US_SLASH_AMPM 06/24/2008 11:59:59 PM - <QXZ>USA date format with month day year followed by 12 hour time</QXZ><BR>EU_SLASH_AMPM 24/06/2008 11:59:59 PM - <QXZ>European date format with day month year followed by 12 hour time</QXZ><BR>AL_TEXT_AMPM  JUN 24 11:59:59 PM - <QXZ>Text date format with abbreviated month day followed by 12 hour time</QXZ>
settings-vdc_customer_date_format	Agent Screen Customer Date Format	<QXZ>This menu allows you to choose the format of the customer date and time that shows up at the top of the Customer Information section of the agent screen. The options for this setting are: default is AL_TEXT_AMPM</QXZ><BR>MS_DASH_24HR  2008-06-24 23:59:59 - <QXZ>Default date format with year month day followed by 24 hour time</QXZ><BR>US_SLASH_24HR 06/24/2008 23:59:59 - <QXZ>USA date format with month day year followed by 24 hour time</QXZ><BR>EU_SLASH_24HR 24/06/2008 23:59:59 - <QXZ>European date format with day month year followed by 24 hour time</QXZ><BR>AL_TEXT_24HR  JUN 24 23:59:59 - <QXZ>Text date format with abbreviated month day followed by 24 hour time</QXZ><BR>MS_DASH_AMPM  2008-06-24 11:59:59 PM - <QXZ>Default date format with year month day followed by 12 hour time</QXZ><BR>US_SLASH_AMPM 06/24/2008 11:59:59 PM - <QXZ>USA date format with month day year followed by 12 hour time</QXZ><BR>EU_SLASH_AMPM 24/06/2008 11:59:59 PM - <QXZ>European date format with day month year followed by 12 hour time</QXZ><BR>AL_TEXT_AMPM  JUN 24 11:59:59 PM - <QXZ>Text date format with abbreviated month day followed by 12 hour time</QXZ>
settings-vdc_header_phone_format	Agent Screen Customer Phone Format	<QXZ>This menu allows you to choose the format of the customer phone number that shows up in the status section of the agent screen. The options for this setting are: default is US_PARN</QXZ><BR>US_DASH 000-000-0000 - <QXZ>USA dash separated phone number</QXZ><BR>US_PARN (000)000-0000 - <QXZ>USA dash separated number with area code in parenthesis</QXZ><BR>MS_NODS 0000000000 - <QXZ>No formatting</QXZ><BR>UK_DASH 00 0000-0000 - <QXZ>UK dash separated phone number with space after city code</QXZ><BR>AU_SPAC 000 000 000 - <QXZ>Australia space separated phone number</QXZ><BR>IT_DASH 0000-000-000 - <QXZ>Italy dash separated phone number</QXZ><BR>FR_SPAC 00 00 00 00 00 - <QXZ>France space separated phone number</QXZ>
settings-agent_hide_hangup	Allow Hide Customer Hangup Button	<QXZ>This setting will allow the campaign setting to be able to hide the agent screen Hangup Customer button, and the Transfer Conference frame Hangup Both button, for agents logging in to that campaign. This option should only be used if the campaign is using a custom application to hang up customer phone calls through the Agent API. Default is 0 for disabled.</QXZ>
settings-agent_xfer_park_3way	Agent Screen Park Xfer Button	<QXZ>This option defines whether the agent screen can have a button in the Transfer Conference frame that will allow the agent to park a 3way call. Default is 0 for disabled.</QXZ>
settings-agent_logout_link	Agent Screen Logout Link Credentials	<QXZ>This option controls whether the agent screen logout link will contain the agent credentials as a part of the link, or if the link will go to a blank login page. -0- will go to a blank form and -1- will go to a form that has the user credentials filled in.</QXZ>
settings-agent_soundboards	Agent Soundboards	<QXZ>This option allows you to create agent soundboards that allow an agent in the user screen to click on audio files to have them play in their session. Default is 0 for disabled.</QXZ>
settings-browser_call_alerts	Agent Browser Call Alerts	<QXZ>This option, if enabled, will allow you to select a sound, at the campaign level, when a call arrives in an agent session, to be played by the web browser program that the agent is using to log into the Agent Screen with. This is only recommended for agents using softphones or webphones. If you decide to use this option, you may want to contact your system administrator to disable the default enter and leave session sounds on your dialers. Default is 0 for disabled.</QXZ>
settings-agent_hide_dial_fail	Hide Agent Failed Dial Codes	<QXZ>This option will hide the agent screen DIAL ALERT messages for failed manual dial outbound calls and replace them with the contents of the FAILED_DIAL_MESSAGE_OVERRIDE Settings Container. Default is 0 for disabled.</QXZ>
settings-login_kickall	Agent Login Kick-all	<QXZ>If enabled, when an agent logs into the agent screen, any channels that were already in the agent session will be hung up before the agent is placed into the session. This will delay the agent login by a couple of seconds. Default is 0 for disabled.</QXZ>
settings-agent_hidden_sound	Agent Hidden Browser Sound	<QXZ>This feature will allow you to have the selected sound file played to the Agent Screen when the web browser window with the Agent Screen in it is hidden or the agent changes to a different application on their computer. To enable this feature, the Agent Hidden Browser Sound Seconds below must be greater than 0. This feature can be used to disable web browser javascript throttling if set to an audible sound at a 20 second interval. We have tested this with the -click_quiet- sound file at a volume of -25-. We have also tested the -20Hz_tone- sound file at the same volume and Sound Seconds set to -5-.</QXZ>
settings-agent_hidden_sound_seconds	Agent Hidden Browser Sound Seconds	<QXZ>This is the interval at which the selected Agent Hidden Browser Sound above will be played. If this is set to 20, then the Agent Hidden Browser Sound will be played every 20 seconds that the agent screen is hidden from view. Default is 0 for disabled.</QXZ>
settings-enable_pause_code_limits	Enable Pause Code Time Limits	<QXZ>This option allows you to be able to set the Time Limit field in campaign pause codes, which will change the color of the agent on the Real-Time Report if they are in that pause code for more than the defined amount of seconds. Default is 0 for disabled.</QXZ>
settings-agentonly_callback_campaign_lock	Agent Only Callback Campaign Lock	<QXZ>This option defines whether AGENTONLY callbacks are locked to the campaign that the agent originally created them under. Setting this to 1 means that the agent can only dial them from the campaign they were set under, 0 means that the agent can access them no matter what campaign they are logged into. Default is 1.</QXZ>
settings-callback_time_24hour	Callback Time 24 Hours	<QXZ>This option defines whether the agent sees 12 hour time with AM PM options or 24 hour time on the Callback setting screen in the agent interface. Default is 0 for disabled.</QXZ>
settings-anyone_callback_inactive_lists	Anyone Callback Inactive Lists	<QXZ>This option defines whether an ANYONE callback within an inactive list will be placed in the hopper to be dialed or not. The default option will place ANYONE scheduled callbacks from inactive lists into the hopper for up to one minute before removing them from the hopper. Using the NO_ADD_TO_HOPPER option will prevent ANYONE scheduled callbacks from inactive lists from ever being put into the hopper while the list is inactive. The KEEP_IN_HOPPER option will put ANYONE scheduled callbacks from inactive lists into the hopper and will make sure they stay in the hopper until they are dialed, or they are no longer dialable due to a Call Time setting. This feature only affects campaigns that use the dial hopper. Default is default.</QXZ>
settings-sounds_central_control_active	Central Sound Control Active	<QXZ>This option defines whether the sound synchronization system is active across all servers. Default is 0 for inactive.</QXZ>
settings-sounds_web_server	Sounds Web Server	<QXZ>This is the server name or IP address of the web server that will be handling the sound files on this system, this must match the server name or IP of the machine you are trying to access the audio_store.php webpage on or it will not work. Default is 127.0.0.1. If you need to have your webservers operate on SSL only, then prefix this with https://</QXZ>
settings-sounds_web_directory	Sounds Web Directory	<QXZ>This auto-generated directory name is created at random by the system as the place that the audio store will be kept. All audio files will reside in this directory.</QXZ>
settings-meetme_enter_login_filename	Custom Agent Login Sound	<QXZ>This is a systemwide feature that only works on Asterisk 1.8 servers or higher. This allows you to set an audio file for your agents to hear after their phone has connected to the server after they have logged in to the agent screen. If you want to have this audio prompt be the only prompt that the agent hears, then you will need to copy the sip-silence audio files over the only-person audio files. If you want the agent to hear no prompt when they login then also set this field to sip-silence.  Default is EMPTY.</QXZ>
settings-meetme_enter_leave3way_filename	Custom Agent Leave 3way Sound	<QXZ>This is a systemwide feature that only works on Asterisk 1.8 servers or higher. This allows you to set an audio file for your agents to hear after they have left a 3way conference in the agent screen. If you want to have this audio prompt be the only prompt that the agent hears, then you will need to copy the sip-silence audio files over the only-person audio files. If you want the agent to hear no prompt after they leave a 3way call then also set this field to sip-silence. Default is EMPTY.</QXZ>
settings-admin_home_url	Admin Home URL	<QXZ>This is the URL or web site address that you will go to if you click on the HOME link at the top of the admin.php page.</QXZ>
settings-admin_web_directory	Admin Web Directory	<QXZ>This is the web directory that your administration web content, like admin.php, are in. To figure out your Admin web directory, it is everything that is between the domain name and the admin.php in the URL on this page, without the beginning and ending slashes.</QXZ>
settings-agent_script	Agent Screen Script	<QXZ>This is the PHP script page of the agent screen.</QXZ>
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-hopper_hold_inserts	Lead Hopper Hold Inserts Allowed	<QXZ>If enabled, this setting will allow campaigns to be set to insert leads into the hopper as a RHOLD status so that they can be activated by a separate process. The -2- option will also allow the AUTONEXT campaign setting. Default is 0 for disabled.</QXZ>
settings-apinewlead_url	API New Lead URL	<QXZ>If this is set to a valid URL, this setting will send a URL request every time a new lead is inserted through the -add_lead- non-agent API function. There is also a corresponding -List Override- setting for this option. Default is blank for disabled.</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-agent_search_method	Agent Search Method Override	<QXZ>This option will allow you to override the agent search method that is defined in the dialplan on your dialers on a per in-group and-or per campaign basis. Setting this to -1- will enable the override for both in-groups and campaigns. -2- will enable only for in-groups. -3- will enable only for campaigns. Default is 0 for disabled. WARNING, we do not recommend enabling this setting, it can lead to greatly increased dropped calls if improperly used.</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	Auto Dial Limit	<QXZ>This is the maximum limit of the auto dial level in the campaign screen.</QXZ>
settings-max_logged_in_agents	Allow Campaign Agent Limits	<QXZ>If enabled, this setting will allow you to set the maximum number of agents that can be logged in to a single campaign at one time, defined at the campaign level. Default is 0 for disabled.</QXZ>
settings-outbound_calls_per_second	Max FILL Calls per Second	<QXZ>This setting determines the maximum number of calls that can be placed by the auto-FILL outbound auto-dialing script on for all servers, per second. Must be from 1 to 1000. Default is 40.</QXZ>
settings-web_loader_phone_length	Web Lead Loader Phone Length	<QXZ>This setting allows you to only allow phone numbers of a specific length into the system when loading leads with the web lead loader. The CHOOSE option allows a manager to optionally select a number of phone number digits to check the length by when loading leads one file at a time. Selecting a number option will not allow a manager to choose while loading leads, the check will be used every time the web lead loader is used. Default is DISABLED.</QXZ>
settings-web_loader_phone_strip	Web Lead Loader Phone Prefix Strip	<QXZ>If not DISABLED, this setting will strip the entered characters from the beginning of the phone number of a lead when it is loaded into the system by the web lead loader. For example, if this field is set to 0 and the phone number in a lead file is 0123456789, then the phone number would be imported into the system as 123456789. Default is DISABLED.</QXZ>
settings-manual_dial_phone_strip	Manual Dial Phone Prefix Strip	<QXZ>If not DISABLED, this setting will strip the entered characters from the beginning of the phone number of a lead when it is manual dialed by the agent in the agent screen. For example, if this field is set to 0 and the phone number the agent enters to manual dial is 0123456789, then the phone number would be changed to 123456789 before it is dialed and entered into the system. Default is DISABLED.</QXZ>
settings-agent_man_dial_filter	Agent Manual Dialstring Filter	<QXZ>This setting allows you to filter characters from the agent screen manual dial dialstrings before calls are placed. This works by using the following character combinations to denote what to filter out of the dialstring:<br>DO - Digits only, filter out everything that is not a digit<br>DPO - Digits and plus sign only, filter out everything that is not a digit or a plus sign<br>DLO - Digits and letters only, filter out everything that is not a digit or letter<br>DLPO - Digits and letters and plus sign only, filter out everything that is not a digit or letter or a plus sign<br>L1 - Remove leading 1, remove the digit 1 from the beginning of the dialstring<br>L0 - Remove leading 0, remove the digit 1 from the beginning of the dialstring<br>R10 - Only dial the right 10 characters from the dialstring<br>NOTE: You can use a combination of the above filters together, separated by dashes, for example: DO-L1 for Digits-only and remove leading 1. Default is blank for disabled.</QXZ>
settings-agent_3way_dial_filter	Agent 3-Way Dialstring Filter	<QXZ>This setting allows you to filter characters from the agent screen 3-way dial dialstrings before calls are placed. This works by using the following character combinations to denote what to filter out of the 3-way call dialstring:<br>DO - Digits only, filter out everything that is not a digit<br>DPO - Digits and plus sign only, filter out everything that is not a digit or a plus sign<br>DLO - Digits and letters only, filter out everything that is not a digit or letter<br>DLPO - Digits and letters and plus sign only, filter out everything that is not a digit or letter or a plus sign<br>L1 - Remove leading 1, remove the digit 1 from the beginning of the dialstring<br>L0 - Remove leading 0, remove the digit 1 from the beginning of the dialstring<br>R10 - Only dial the right 10 characters from the dialstring<br>NOTE: You can use a combination of the above filters together, separated by dashes, for example: DO-L1 for Digits-only and remove leading 1. Default is blank for disabled.</QXZ>
settings-allow_custom_dialplan	Allow Custom Dialplan Entries	<QXZ>This option allows you to enter custom dialplan lines into Call Menus, Servers and System Settings. Default is 0 for inactive.</QXZ>
settings-pllb_grouping_limit	PLLB Grouping Limit	<QXZ>Phone Login Load Balancing Grouping Limit. If PLLB Grouping is set to CASCADING at the campaign level then this setting will determine the number of agents acceptable on each server across all campaigns. Default is 100.</QXZ>
settings-generate_cross_server_exten	Generate Cross-Server Phone Extensions	<QXZ>This option if set to 1 will generate dialplan entries for every phone on a multi-server system. Default is 0 for inactive.</QXZ>
settings-usacan_phone_dialcode_fix	USA-Canada Phone Number Dialcode Fix	<QXZ>This option if set to 1 will trigger a process that will run at the Timeclock End of Day and will check all phone numbers to populate the dial code, or phone code, field with a 1 if it is missing as well as remove a leading 1 from the phone number field if it is present. Default is 0 for inactive.</QXZ>
settings-default_phone_code	Default Phone Code	<QXZ>This setting will be used to fill in the Phone Code field on manual dial calls from the agent screen, also called Dial Code in some places. Default is 1.</QXZ>
settings-user_territories_active	User Territories Active	<QXZ>This setting allows you to enable the User Territories settings from the user modification screen. This feature was added to allow for more integration with a customized Vtiger installation but can have applications in system by itself as well. Default is 0 for disabled.</QXZ>
settings-user_codes_admin	User Codes Admin Pulldown	<QXZ>This option if enabled will only allow User Level 9 users to modify the User Code field on the User Modify page, and it will change the User Code field to a pulldown menu, the options for which are stored in the USER_CODES_SYSTEM Settings Container. Setting this to -2- will use the user_codes_admin.txt file in the admin web directory for the User Codes pulldown list instead of the Settings Container. The list of available User Codes can be just a list of User Codes with one on each line, or each line can have a User Code and an optional description with a pipe separating the two fields. Default is 0 for disabled.</QXZ>
settings-list_status_modification_confirmation	List Status Modification Confirmation	<QXZ>This setting will cause the admin interface to request a confirmation whenever a user submits a change to the campaign settings or list settings that involves modifying the -Active- status of a list. Default is 0 for disabled.</QXZ>
settings-enable_first_webform	Enable First Webform	<QXZ>This setting allows you to have a web form for campaigns and in-groups in the agent interface. Default is 1 for enabled.</QXZ>
settings-enable_second_webform	Enable Second Webform	<QXZ>This setting allows you to have a second web form for campaigns and in-groups in the agent interface. Default is 1 for enabled.</QXZ>
settings-enable_third_webform	Enable Third Webform	<QXZ>This setting allows you to have a third web form for campaigns and in-groups in the agent interface. Default is 0 for disabled.</QXZ>
settings-enable_second_script	Enable Second Script Tab	<QXZ>This setting allows you to have a second script tab for campaigns and in the agent interface. Default is 0 for disabled.</QXZ>
settings-enable_tts_integration	Enable TTS Integration	<QXZ>This setting allows you to enable Text To Speech integration with Cepstral. This is currently only available for outbound Survey type campaigns. Default is 0 for disabled.</QXZ>
settings-callcard_enabled	Enable CallCard	<QXZ>This setting enables the CallCard features to allow for callers to use pin numbers and card_ids that have a balance of minutes and those balances can have agent talk time on customer calls to in-groups deducted. Default is 0 for disabled.</QXZ>
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-inbound_credits	Inbound Calls Credits	<QXZ>If this setting is enabled, it will allow you to set a number of Inbound Calls Credits in the User Modify screen for each user. Default is 0 for disabled.</QXZ>
settings-abandon_check_queue	Enable Abandon Check Queue	<QXZ>If enabled, this allows you to use the Abandon Check Queue to call back customers that called in to your system but did not talk to an agent. See the details for this feature at the bottom of the INBOUND_CALLBACK_QUEUE.txt document. 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 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 by either lead or phone number. Default is 0 for disabled.</QXZ>
settings-call_limit_24hour	Enable 24-Hour Called Count Limits	<QXZ>Enabling this setting will allow you to define a 24-hour 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>
settings-demographic_quotas	Demographic Quotas	<QXZ>This setting allows you to use the campaign Demographic Quotas feature, which allows for a dialing pattern that is based around a set of demographic types and values with associated quota goals. This feature is not related to Call Quota Lead Ranking and the two features should not be active on any single campaign at the same time. For more information, read the DEMOGRAPHIC_QUOTAS.txt document. Default is 0 for disabled.</QXZ>
settings-custom_fields_enabled	Enable Custom List Fields	<QXZ>This setting enables the custom list fields feature that allows for custom data fields to be defined in the administration web interface on a per-list basis and then have those fields available in a FORM tab to the agent in the agent web interface. Default is 0 for disabled.</QXZ>
settings-expanded_list_stats	Enable Expanded List Stats	<QXZ>This setting enables two additional columns to be displayed on most of the List status breakdown tables on the list modification and campaign modification pages. Penetration is defined as the percent of leads that are at or above the campaign Call Count Limit and-or the status is marked as Completed. Default is 1 for enabled.</QXZ>
settings-hide_inactive_lists	Hide Inactive Lists	<QXZ>This setting allows you to hide inactive lists from the Lists Listing page. Similar to the default Users feature, a link to display all lists will be available at the top of the listings section. Default is 0 for disabled.</QXZ>
settings-country_code_list_stats	Country Code List Stats	<QXZ>This setting if enabled will show a country code breakdown summary on the list modify screen. Default is 0 for disabled.</QXZ>
settings-enable_did_entry_list_id	Enable DID Entry List ID	<QXZ>This setting if enabled will allow a manager to define an entry list id to use on the DID modify screen. Default is 0 for disabled.</QXZ>
settings-weekday_resets	Enable List Weekday Resets	<QXZ>If enabled, this option will allow you to select a LIST_WEEKDAY_RESETS Settings Container on a per-list basis that can define reset times for a list on a day-of-the-week basis. Default is 0 for disabled.</QXZ>
settings-allow_manage_active_lists	Lead Manager Active Lists	<QXZ>This setting if enabled will allow a manager to select active lists for modification within the Lead Management admin utilities. We do not recommend enabling this option since it can cause issues with leads that could be part of active calling within the system. Default is 0 for disabled.</QXZ>
settings-expired_lists_inactive	Expired Lists Auto Inactive	<QXZ>This setting if enabled will automatically change lists that have an expiration date set to a past date to Active equals N. This is performed through both a check every time the List Modify screen is loaded for a specific list as well as a once an hour check on all lists. Default is 0 for disabled.</QXZ>
settings-enable_gdpr_download_deletion	Enable GDPR-compliant Data Download Deletion	<QXZ>This setting if enabled will allow for the complete download and/or deletion of all customer data for a particular lead, in compliance with the General Data Protection Regulation (GDPR). Default is 0 for disabled.  A setting of 1 will enable downloading data, and a setting of 2 will enable not just downloading, but also deletion of data, including any recordings.</QXZ>
settings-enable_drop_lists	Enable Drop Lists	<QXZ>This setting if enabled will make the Drop Lists feature appear under the LISTS menu. This feature set can take dropped call log records and create new leads in a list from multiple inbound groups. Default is 0 for disabled.</QXZ>
settings-source_id_display	Admin Lead Source ID Display	<QXZ>This setting will make the Source ID lead field show up in the Admin Modify Lead screen. Default is 0 for disabled.</QXZ>
settings-allow_web_debug	Allow Web DB Debug	<QXZ>This option will allow the DB query string option to be used in most web pages on this system to show debug output. Default is 0 for disabled.</QXZ>
settings-agent_debug_logging	Agent Screen Debug Logging	<QXZ>This setting if enabled will log almost all agent screen mouse clicks and AJAX processes triggered by the agent screen. To enable for all agents, set this option to 1. To enable only for one agent on the system, set this option to the user that you want to log. Warning, this feature can log hundreds of entries per phone call, so use with caution. These agent debug records are deleted after 7 days. Default is 0 for disabled.</QXZ>
settings-log_latency_gaps	Agent Latency Gaps Logging	<QXZ>This setting if enabled will look for gaps in the latency logging for agents logged into the agent screen. This process can be configured in the AGENT_LATENCY_LOGGING Settings Container. For more information on this feature, read the AGENT_SCREEN_LOGGING.txt document. Default is 1 for enabled.</QXZ>
settings-agent_screen_timer	Agent Screen Timer	<QXZ>This will select the method of JavaScript timer to be used by the Agent Screen. The original method is setTimeout, which maintains the timer directly in JavaScript. An alternative method is setTimeoutAudioLoop, which uses the HTML -audio- tag with the -loop- option to play a 20Hz audio sound repeatedly to keep the browser tab active, this method will break Agent Browser Call Alerts if enabled. Another alternative is EventSource, which uses a script on the server to trigger the timer. You may want to use EventSource if your agents are using a Chromium-based web browser that has limitations on how native JavaScript timers work, although using this method may possibly cause issues if you have a poor network connection to the server or are on an older network or proxy that does not handle streaming web services well. Default is setTimeout</QXZ>
settings-enhanced_disconnect_logging	Enhanced Disconnect Logging	<QXZ>This setting, set to 1, enables logging of calls that get a CONGESTION signal with a cause code of 1, 19, 21, 34 or 38. Setting this to 2 will additionally log calls with cause codes of 18-CHANUNAVAIL and 102. Setting this to 3 will alternatively prevent some temporary error SIP messages on failed calls from sending the lead to ADC status.  Instead, the status will be set as HUCXXX where XXX is the hangup_cause code. Eg. HUC18 for Cause 18 (SIP 408 Request timeout). Default is 0 for disabled.</QXZ>
settings-sip_event_logging	SIP Event Logging	<QXZ>This setting will enable logging of SIP events on outbound phone calls for servers that are running patched versions of Asterisk 13 or higher. Default is 0 for disabled.</QXZ>
settings-cache_carrier_stats_realtime	Cached Realtime Carrier Stats	<QXZ>This setting if enabled will change the real-time report from gathering the carrier log stats every time it is refreshed on every screen it is running on, to a cached set of carrier log stats that are refreshed once per minute. Default is 0 for disabled.</QXZ>
settings-campaign_cid_areacodes_enabled	Enable CID Groups and Campaign Areacode CID	<QXZ>This setting enables the ability to set specific outbound callerid numbers to be used per areacode for a campaign, as well as CID Groups which allows both per areacode and per state options for groups of CallerID numbers for one or multiple campaigns. Default is 1 for enabled.</QXZ>
settings-outbound_cid_any	Outbound Call Any CID	<QXZ>This option allows you to use any Outbound CallerID that is set in the Agent API external_dial function to override whatever the settings for the campaign say the CID should be for that call. Default is DISABLED.</QXZ>
settings-opensips_cid_name	OpenSIPs CID Name Support	<QXZ>If your system is using an OpenSIPs server to route outbound phone calls, and your system administrator has set up that server to be able to send CallerID Name through it, you can enable this setting to allow you to define an OpenSIPs CallerID Name in the Campaign Detail screen. Default is 0 for disabled.</QXZ>
settings-did_ra_extensions_enabled	Enable Remote Agent Extension Overrides	<QXZ>This setting enables DIDs to have extension overrides for remote agent routed calls through in-groups. Default is 0 for disabled.</QXZ>
settings-enhanced_agent_monitoring	Enable Enhanced Agent Monitoring	<QXZ>For systems using servers with CONFBRIDGE agent sessions only. If enabled, this will allow agent monitoring sessions initiated through the Real-Time Report to allow the manager to switch from monitoring to barging to whispering by pressing a single DTMF key -4,5,6- on their monitoring phone. Default is 0 for disabled.</QXZ>
settings-agent_whisper_enabled	Enable Agent Whisper Monitoring	<QXZ>This setting allows a manager to be able to speak to a logged in agent without the customer being able to hear them. WARNING, this feature is considered experimental and may not function properly in some cases. Older versions of Asterisk have shown to have serious issues at times with this feature and can cause Asterisk to freeze or crash. Default is 0 for disabled.</QXZ>
settings-user_hide_realtime_enabled	Enable User Hide RealTime	<QXZ>This setting allows a User Modify setting to be changed to allow a user to be hidden from all managers in the Real-Time Report. Default is 0 for disabled.</QXZ>
settings-manual_auto_next	Enable Manual Dial Auto Next	<QXZ>This setting allows the campaign setting to be enabled forcing a manual dial after X seconds in a manual or inbound manual dial mode. Default is 0 for disabled.</QXZ>
settings-manual_dial_validation	Enable Manual Dial Validation	<QXZ>This setting if set to 1 will allow you to enable the Manual Dial Validation feature on a per-campaign basis. If set to 2 the Manual Dial Validation feature will be forced as enabled on all campaigns on the system. The default is 0 for disabled.</QXZ>
settings-contacts_enabled	Contacts Enabled	<QXZ>This setting enables the Contacts sub-section in Admin which allows a manager to add modify or delete contacts in the system that can be used as part of a Custom Transfer in a campaign where an agent can search for contacts by first name last name or office number and then select one of many numbers associated with that contact. This feature is often used by operators or in switchboard functions where the user would need to transfer a call to a non-agent phone. Default is 0 for disabled.</QXZ>
settings-call_menu_qualify_enabled	Call Menu Qualify Enabled	<QXZ>This setting enables the option in Call Menus to put a SQL qualification on the people that hear that call menu. For more information on how that feature works, view the help for Call Menus. Default is 0 for disabled.</QXZ>
settings-alt_ivr_logging	Call Menu Alt DTMF Logging	<QXZ>This setting enables the option in Call Menus to log the DTMF responses to an alternate database table. This can be used in addition to the default DTMF lead logging option. Default is 0 for disabled.</QXZ>
settings-allow_ip_lists	Allow IP Lists	<QXZ>This setting allows the IP Lists admin section to be used, as well as the User Group options for web access whitelists and the System Settings option for a system-wide web blacklist. Default is 0 for disabled.</QXZ>
settings-system_ip_blacklist	System IP Blacklist	<QXZ>If Allow IP Lists above are enabled, this option will allow you to set an IP List as a blacklist for IP addresses that are not able to access the web resources of this system. Default DISABLED.</QXZ>
settings-level_8_disable_add	Level 8 Disable Add	<QXZ>This setting if enabled will prevent any level 8 user from adding or copying any record in the system, no matter what their user settings are. Excluded from these restrictions are the ability to add DNC and Filter Phone Groups numbers and the Add a New Lead page. Default is 0 for disabled.</QXZ>
settings-script_remove_js	Script Text Remove JS	<QXZ>This setting if enabled will remove any javascript that is included in the script text for a script. This is considered a security feature to prevent cross-site scripting, or XSS. Default is 1 for enabled.</QXZ>
settings-admin_list_counts	Admin List Counts Link	<QXZ>This setting gives you the option to display list counts by clicking on the -show lists leads counts- link at the top of the Lists listing and the Campaign modify screens. Default is 1 for enabled.</QXZ>
settings-allow_emails	Allow Emails	<QXZ>This is where you can set whether this system will be able to receive inbound emails in addition to phone calls.</QXZ>
settings-allow_chats	Allow Chats	<QXZ>This is where you can set whether this system will be able to receive incoming chats in addition to phone calls, as well as allow agent-to-agent and agent-to-manager chatting.</QXZ>
settings-chat_timeout	Chat Timeout	<QXZ>This is where you can set how long a customer chat can stay alive after the customer has navigated away from or closed their chat window. When the timeout is reached the chat is closed.</QXZ>
settings-chat_url	Chat URL	<QXZ>This is the location where you have placed the chat web pages for customer use.</QXZ>
settings-agent_push_events	Agent Push Events	<QXZ>This setting will enable the sending of events from agent screens to the URL defined below. Default is 0 for disabled.</QXZ>
settings-agent_push_url	Agent Push URL	<QXZ>If Agent Push Events are enabled above, this is the URL that the events will be sent to. The variables that you can use within the URL are --A--user--B--, --A--event--B--, --A--message--B--, --A--lead_id--B--. Since this function uses AJAX, it must reference a local script on the web server. If you want to reference an external web address then you should use the get2post.php script that can be found in the extras directory.</QXZ>
settings-log_recording_access	Log Recording Access	<QXZ>This option if enabled allows the logging of user access to call recordings. It also requires the User setting Access Recordings to be set to 1 to allow a user to access call recordings. Default is 0 for disabled.</QXZ>
settings-recording_buttons	Recording Buttons Type	<QXZ>This option allows you to choose the appearance of the recording buttons on the agent screen. START_STOP will show a START RECORDING button if the call is not recording and a STOP RECORDING button when the call is recording. The RECORDING option will show a red NOT RECORDING button if the call is not recording and a green RECORDING button when the call is recording. If NOGAP is part of the option, then the space below the recording button will be removed. If 2xHEIGHT is part of the option, then the recording button will be double the height. Default is START_STOP.</QXZ>
settings-mute_recordings	Allow Mute Recordings	<QXZ>This option if enabled allows you to enable the MUTE RECORDING button on the agent screen by campaign and-or user. This feature is only tested with systems running Asterisk 13. You should not mute recordings for more than 15 minutes at a time. Default is 0 for disabled.</QXZ>
settings-stereo_recording	Allow Stereo Recordings	<QXZ>If enabled, allows for additional call recordings in stereo, with the customer on one side and the agent on the other. Must also be enabled at the campaign level. Enabling this setting may require additional system resources if standard mono recordings are also still enabled. Default is 0 for disabled.</QXZ>
settings-stereo_parallel_recording	Enable Stereo Parallel Recordings	<QXZ>If enabled, and Allow Stereo Recordings is also enabled, allows for multiple parallel stereo call recordings for every call. Enabling this setting will require additional system resources, since every call will be recorded in its entirety, and post-call processing will be required to facilitate all of this settings features. Must also be enabled at the campaign level. Default is 0 for disabled.</QXZ>
settings-recording_dtmf_detection	Allow Recording DTMF Detection	<QXZ>NOT FUNCTIONAL, STILL IN DEVELOPMENT. If enabled, recordings will be flagged if any DTMF signals are detected during the recording duration. Default is 0 for disabled.</QXZ>
settings-recording_dtmf_muting	Allow Recording DTMF Muting	<QXZ>NOT FUNCTIONAL, STILL IN DEVELOPMENT. If enabled, and Allow Recording DTMF Detection is also enabled, call recordings will be muted for X seconds after the first DTMF signal is detected while recording is active. Must also be enabled at the campaign level. Default is 0 for disabled.</QXZ>
settings-enable_auto_reports	Enable Automated Reports	<QXZ>This option if enabled allows you access to the Automated Reports section where you can set up reports to run at scheduled times and be delivered by email or FTP. Default is 0 for disabled.</QXZ>
settings-first_login_trigger	First Login Trigger	<QXZ>This setting allows for the initial configuration of the server screen to be shown to the administrator when they first log into the system.</QXZ>
settings-require_password_length	User Password Minimum Length	<QXZ>If set above 0, this setting will require that user passwords, phone and server passwords, and system settings default passwords be at least this minimum length of characters when those records settings are modified on the Modify pages. The most important factor in password security is the length of the password, and user passwords in this system can be up to 100 characters in length. Default is 0 for disabled.</QXZ>
settings-two_factor_auth_hours	Two-Factor Admin Auth Hours	<QXZ>Two-Factor-Authentication, 2FA for short,  adds a required second step to the login process through a method other than a password, such as an Email, Phone Call or Text-Message -SMS-. This 2FA Admin Auth Hours field is where you define the number of hours each auth will last for a web admin user, or until the user logs out. 2FA can also be enabled for agent screen logins using the setting below. Default is 0 for 2FA disabled. WARNING, if you enable this without properly configuring the 2FA settings container below, you will lock all users out of the admin web screens, and a System Administrator will have to fix your system. Also, you will need to configure each user email and-or mobile phone number for all active web admin users.</QXZ>
settings-two_factor_auth_agent_hours	Two-Factor Agent Auth Hours	<QXZ>Two-Factor-Authentication, 2FA for short,  adds a required second step to the login process through a method other than a password, such as an Email, Phone Call or Text-Message -SMS-. This 2FA Agent Auth Hours field is where you define the number of hours each auth will last for agent screen users. 2FA can also be enabled for admin logins using the setting above this one. Default is 0 for 2FA disabled. WARNING, if you enable this without properly configuring the 2FA settings container below, you will lock all users out of the agent web screens, and a System Administrator will have to fix your system. Also, you will need to configure each user email and-or mobile phone number for all active agent screen users.</QXZ>
settings-two_factor_container	Two-Factor Auth Config Container	<QXZ>Must be a valid 2FA_SETTINGS Container Type for 2FA to work. For more information on the settings that can be used in that container, please see the -2FA_TWO_FACTOR_AUTHENTICATION.txt- document.</QXZ>
settings-user_account_emails	User Login Link Emails Allowed	<QXZ>The feature will allow you to click on a link from the User Modify page to send an email to an agent with a shortcut URL web address that will allow them to more easily log in to the agent screen. You can select options to send these emails with or without the user password included. Default is DISABLED.</QXZ>
settings-phone_defaults_container	Default Phones Settings Container	<QXZ>This feature allows you to use a settings container of the type PHONE_DEFAULTS to pre-load numerous settings into the phone creation form and create new phones with these values pre-set.  Refer to the PHONE_DEFAULTS settings container for an example of a container with all available settings that can be pre-set.  Default is ---DISABLED---.</QXZ>
settings-default_phone_registration_password	Default Phone Registration Password	<QXZ>This is the default registration password used when new phones are added to the system. Default is test.</QXZ>
settings-default_phone_login_password	Default Phone Login Password	<QXZ>This is the default phone web login password used when new phones are added to the system. Default is test.</QXZ>
settings-default_server_password	Default Server Password	<QXZ>This is the default server password used when new servers are added to the system. Default is test.</QXZ>
settings-report_default_format	Report Default Format	<QXZ>Determines whether the reports will default to display in text or html format. Default is TEXT.</QXZ>
settings-slave_db_server	Secondary Database Server	<QXZ>If you have a MySQL secondary, or replicating, database server then enter the local IP address for that server here. This option is currently only used by the selected reports in the next option and has nothing to do with automatically configuring MySQL primary-secondary replication. Default is empty for disabled.</QXZ>
settings-reports_use_slave_db	Reports to use Secondary DB	<QXZ>This option allows you to select the reports that you want to have use the MySQL secondary database as defined in the option above instead of the master database that your live system is running on. You must set up the MySQL secondary replication before you can enable this option. Default is empty for disabled.</QXZ>
settings-custom_reports_use_slave_db	Custom Reports to use Secondary DB	<QXZ>This option allows you to select the custom reports that you want to have use the MySQL secondary database as defined in the option above instead of the master database that your live system is running on. You must set up the MySQL secondary replication before you can enable this option. Default is empty for disabled.</QXZ>
settings-default_field_labels	Default Field Labels	<QXZ>These fields allow you to set the name as it will appear in the agent interface as well as the administrative modify lead page. Default is empty which will use the hard-coded defaults in the agent interface. For the first 19 fields, which are form entry fields, you can also set a label to ---HIDE--- to hide both the label and the field. Another option for most fields is ---READONLY--- which will display but not allow an agent to modify the field. One more option for most fields is ---REQUIRED--- which will force an agent to populate that field on all calls before being able to hang up and disposition each call. For the REQUIRED option to work, the campaign must have Allow Required Fields enabled.</QXZ>
settings-admin_screen_colors	Admin Screen Colors	<QXZ>This feature allows you to set different color schemes and logo for the administrative web screens. These can be defined in the Screen Colors section. Default is default, for the standard blue screen colors</QXZ>
settings-agent_screen_colors	Agent Screen Colors	<QXZ>This feature allows you to set different color schemes and logo for the agent screen. These can be defined in the Screen Colors section. Default is default, for the standard blue screen colors</QXZ>
settings-agent_chat_screen_colors	Agent Chat Screen Colors	<QXZ>This feature allows you to set the different colors that are used for the users chatting within the internal chat window in the agent screen. These can be defined in the Screen Colors section, and only the five standard and three alternate colors are used. Default is default, for a standard set of eight colors</QXZ>
settings-label_hide_field_logs	Hide Label in Call Logs	<QXZ>If a label is set to ---HIDE--- then the agent call logs, if enabled on the campaign, will still show the field and data unless this option is set to Y. Default is N.</QXZ>
settings-qc_features_active	QC Features Active	<QXZ>This option allows you to enable or disable the QC or Quality Control features. Default is 0 for inactive.</QXZ>
settings-qc_claim_limit	QC Claim Limit	<QXZ>This option allows you to put a limit on the number of QC records an agent can claim for themselves without finishing them.  Default is 3.</QXZ>
settings-qc_expire_days	QC Expire Days	<QXZ>This option allows you to limit the number of days an unclaimed QC call will be available to claim and evaluate. Default is 3 days.</QXZ>
settings-default_webphone	Default Webphone	<QXZ>If set to 1, this option will make all new phones created have Set As Webphone set to Y. Default is 0.</QXZ>
settings-webphone_systemkey	Webphone System Key	<QXZ>If your system or provider requires it, this is where the System Key for the webphone should be entered in. Default is empty.</QXZ>
settings-default_codecs	Default Codecs	<QXZ>You can define a comma delimited list of codecs to be set as the default codecs for all systems. Options for codecs include ulaw, alaw, gsm, g729, speex, g722, g723, g726, ilbc, opus, slin, g719,... Default is empty.</QXZ>
settings-custom_dialplan_entry	Custom Dialplan Entry	<QXZ>This field allows you to enter in any dialplan elements that you want for all of the asterisk servers, the lines will be added to the default context.</QXZ>
settings-reload_dialplan_on_servers	Reload Dialplan On Servers	<QXZ>This option allows you to force a reload of the dialplan on all Asterisk servers in the cluster. If you made changes in the Custom Dialplan Entry above you should set this to 1 and submit to have those changes go into effect on the servers.</QXZ>
settings-noanswer_log	No-Answer Log	<QXZ>This option will log the auto-dial calls that are not answered to a separate table. Default is N.</QXZ>
settings-did_agent_log	DID Agent Log	<QXZ>This option will log the inbound DID calls along with an in-group and user ID, if applicable, to a separate table. Default is N.</QXZ>
settings-alt_log_server_ip	Alt-Log DB Server	<QXZ>This is the alternate log database server. This is optional, and allows some logs to be written to a separate database. Default is empty.</QXZ>
settings-alt_log_dbname	Alt-Log DB Name	<QXZ>The database name for the Alt-Log database. Default is empty.</QXZ>
settings-alt_log_login	Alt-Log DB Login	<QXZ>The login user for the Alt-Log database. Default is empty.</QXZ>
settings-alt_log_pass	Alt-Log DB Password	<QXZ>The password for the Alt-Log database. Default is empty.</QXZ>
settings-tables_use_alt_log_db	Alt-Log Tables	<QXZ>These are the tables that are available for logging on the alternate log database server. Default is blank.</QXZ>
settings-coldstorage_server_ip	Cold-Storage DB Server	<QXZ>This is the Cold-Storage log database server. This is optional, and if enabled by your systems administrator, allows some old log archives to be accessed from a separate database server. For more information on this process, read the LOG_ARCHIVING_AND_COLD_STORAGE.txt document. Default is empty.</QXZ>
settings-coldstorage_dbname	Cold-Storage DB Name	<QXZ>The database name for the Cold-Storage Log database. Default is empty.</QXZ>
settings-coldstorage_login	Cold-Storage DB Login	<QXZ>The read-only login user for the Cold-Storage Log database. Default is empty.</QXZ>
settings-coldstorage_pass	Cold-Storage DB Password	<QXZ>The password for the read-only login user for the Cold-Storage Log database. Default is empty.</QXZ>
settings-coldstorage_port	Cold-Storage DB Password	<QXZ>The connection port for the Cold-Storage Log database. Default is empty.</QXZ>
settings-enable_queuemetrics_logging	Enable QueueMetrics Logging	<QXZ>This setting allows you to define whether the system will insert log entries into the queue_log database table as Asterisk Queues activity does. QueueMetrics is a standalone, closed-source statistical analysis program. You must have QueueMetrics already installed and configured before enabling this feature. Default is 0.</QXZ>
settings-queuemetrics_server_ip	QueueMetrics Server IP	<QXZ>This is the IP address of the database for your QueueMetrics installation.</QXZ>
settings-queuemetrics_dbname	QueueMetrics Database Name	<QXZ>This is the database name for your QueueMetrics database.</QXZ>
settings-queuemetrics_login	QueueMetrics Database Login	<QXZ>This is the user name used to log in to your QueueMetrics database.</QXZ>
settings-queuemetrics_pass	QueueMetrics Database Password	<QXZ>This is the password used to log in to your QueueMetrics database.</QXZ>
settings-queuemetrics_url	QueueMetrics URL	<QXZ>This is the URL or web site address used to get to your QueueMetrics installation.</QXZ>
settings-queuemetrics_log_id	QueueMetrics Log ID	<QXZ>This is the server ID that all contact center logs going into the QueueMetrics database will use as an identifier for each record.</QXZ>
settings-queuemetrics_eq_prepend	QueueMetrics EnterQueue Prepend	<QXZ>This field is used to allow for prepending of one of the list data fields in front of the phone number of the customer for customized QueueMetrics reports. Default is NONE to not populate anything.</QXZ>
settings-queuemetrics_loginout	QueueMetrics Login-Out	<QXZ>This option affects how the system will log the logins and logouts of an agent in the queue_log. Default is STANDARD to use standard AGENTLOGIN AGENTLOGOFF, CALLBACK will use AGENTCALLBACKLOGIN and AGENTCALLBACKLOGOFF that QM will parse differently, NONE will not log any logins and logouts within queue_log.</QXZ>
settings-queuemetrics_callstatus	QueueMetrics CallStatus	<QXZ>This option if set to 0 will not put in the CALLSTATUS entry into queue_log when an agent dispositions a call. Default is 1 for enabled.</QXZ>
settings-queuemetrics_addmember_enabled	QueueMetrics Addmember Enabled	<QXZ>This option if set to 1 will generate ADDMEMBER2 and REMOVEMEMBER entries in queue_log. Default is 0 for disabled.</QXZ>
settings-queuemetrics_dispo_pause	QueueMetrics Dispo Pause Code	<QXZ>This option, if populated, allows you to define whether a dispo pause code is entered into queue_log when an agent is in dispo status. Default is empty for disabled.</QXZ>
settings-queuemetrics_pause_type	QueueMetrics Pause Type Logging	<QXZ>If enabled, this option will log the type of pause in the queue_log table data5 field. You must make sure that you have a data5 field or enabling this feature will break QM compatibility. Default is 0 for disabled.</QXZ>
settings-queuemetrics_pausereason	QueueMetrics PAUSEREASON Logging	<QXZ>If set to EVERY_NEW, this will start a new pause session within the queue log for each pause code that happens, starting when the pause code is set. The STANDARD default behavior is for QM to only use the last PAUSEREASON in any single pause session in its reports. Default is STANDARD.</QXZ>
settings-queuemetrics_pe_phone_append	QueueMetrics Phone Environment Phone Append	<QXZ>This option, if enabled, will append the agent phone login to the data4 record in the queue log table if the Campaign Phone Environment field is populated. Default is 0 for disabled.</QXZ>
settings-queuemetrics_record_hold	QueueMetrics Hold Call Log	<QXZ>This option, if enabled, will log when a customer is put on hold and taken off hold in the newer record_tags QM table. Default is 0 for disabled.</QXZ>
settings-queuemetrics_socket	QueueMetrics Socket Send	<QXZ>This option, if enabled, will send QM data to a web page that will send it through a socket for logging. The CONNECT_COMPLETE option will send CONNECT, COMPLETEAGENT and COMPLETECALLER events to the url defined below. Default is NONE for disabled.</QXZ>
settings-queuemetrics_socket_url	QueueMetrics Socket Send URL	<QXZ>If Socket Send is enabled above, this is the URL that is used to send the data to. Default is EMPTY for disabled.</QXZ>
settings-enable_vtiger_integration	Enable Vtiger Integration	<QXZ>This setting allows you to enable Vtiger integration with the system. Currently links to Vtiger admin and search as well as user replication are the only integration features available. Default is 0.</QXZ>
settings-vtiger_server_ip	Vtiger DB Server IP	<QXZ>This is the IP address of the database for your Vtiger installation.</QXZ>
settings-vtiger_dbname	Vtiger Database Name	<QXZ>This is the database name for your Vtiger database.</QXZ>
settings-vtiger_login	Vtiger Database Login	<QXZ>This is the user name used to log in to your Vtiger database.</QXZ>
settings-vtiger_pass	Vtiger Database Password	<QXZ>This is the password used to log in to your Vtiger database.</QXZ>
settings-vtiger_url	Vtiger URL	<QXZ>This is the URL or web site address used to get to your Vtiger installation.</QXZ>
settings-webphone_url	Webphone URL	<QXZ>The URL of the web phone inteface.</QXZ>
system_statuses	System Statuses	<QXZ>Through the use of system statuses, you can have statuses that exist for all campaigns and in-groups. The status must be 1-6 characters in length, the description must be 2-30 characters in length and Selectable defines whether it shows up in the system as an agent disposition. The human_answered field is used when calculating the drop percentage, or abandon rate. Setting human_answered to Y will use this status when counting the human-answered calls. The Category option allows you to group several statuses into a category that can be used for statistical analysis. There are also 7 additional settings that will define the kind of status: sale, dnc, customer contact, not interested, unworkable, scheduled callback, completed. The MIN SEC and MAX SEC fields for each status will determine whether an agent can select that status at the end of their call based upon the length of the call. If the call is 10 seconds and the MIN SEC for a status is set to 20 seconds, then the agent will not be able to select that status. Also, if a call is 40 seconds and the MAX SEC for a status is set to 30 seconds, then the agent will not be able to select that status.</QXZ>
admin_phones_bulk_insert-login_password	Login Password	<QXZ>This is the agent screen login password that will be used for all of the phones that are created.</QXZ>
admin_phones_bulk_insert-create_alias	Create Alias Entries	<QXZ>Setting this option to YES will create a phones alias entry for each of the extensions listed above that will tie all of the same extension entries on each server together allowing phone login load balancing to work in the agent interface.</QXZ>
admin_phones_bulk_insert-alias_suffix	Alias Suffix	<QXZ>This is the suffix that will be added to the extension to form the phone alias id. For example, if the extension is cc100 and the alias suffix is x, then the phone alias id used for that would be cc100x.</QXZ>
admin_phones_bulk_insert-protocol	Client Protocol	<QXZ>This is the phone protocol that will be used for all phones created when submitted. SIP, PJSIP and IAX2 are VOIP protocols that will create conf file entries to allow those phoens to register on the servers.</QXZ>
status_groups	Status Groups	<QXZ>Through the use of status groups, you can have statuses that exist for lists or in-groups specifically. The Status must be 1-6 characters in length, the description must be 2-30 characters in length and Selectable defines whether it shows up in the system as an agent disposition. The human_answered field is used when calculating the drop percentage, or abandon rate. Setting human_answered to Y will use this status when counting the human-answered calls. The Category option allows you to group several statuses into a category that can be used for statistical analysis. There are also 7 additional settings that will define the kind of status: sale, dnc, customer contact, not interested, unworkable, scheduled callback, completed. The MIN SEC and MAX SEC fields for each status will determine whether an agent can select that status at the end of their call based upon the length of the call. If the call is 10 seconds and the MIN SEC for a status is set to 20 seconds, then the agent will not be able to select that status. Also, if a call is 40 seconds and the MAX SEC for a status is set to 30 seconds, then the agent will not be able to select that status. The Status Group ID field must be between 2 and 20 characters in length, must not match a current campaign ID, and cannot contain spaces or other special characters.</QXZ>
inbound_groups-populate_lead_vendor	Populate Lead Vendor	<QXZ>If this option is not DISABLED, and the inbound call was not delivered with a VID option, then the system will put the value entered in this setting into the vendor_lead_code field when a new lead is inserted. Special options include INBOUND_NUMBER which will use either the inbound phone number dialed or the Cell Menu ID of the previous step in the call path. INBOUND_DID will attempt to look up the last DID that the call was routed through before getting to this In-Group. Default is INBOUND_NUMBER.</QXZ>
inbound_groups-populate_lead_comments	Populate Lead Comments	<QXZ>If this option is not DISABLED, then the system will put the value entered in this setting into the comments field when a new lead is inserted. Special options include CALLERID_NAME which will use the CallerID Name as supplied in the incoming phone call. Default is CALLERID_NAME.</QXZ>
screen_labels	Screen labels give you the option of setting different labels for the default agent screen fields on a per campaign basis.	<B><QXZ>Screen labels give you the option of setting different labels for the default agent screen fields on a per campaign basis.</QXZ></B>
screen_labels-label_id	Screen Label ID	<QXZ>This field needs to be at least 2 characters in length and no more than 20 characters in length, no spaces or special characters. This is the ID that will be used to identify the screen label throughout the system.</QXZ>
screen_labels-label_name	Screen Label Name	<QXZ>This is the descriptive name of the screen label entry.</QXZ>
screen_labels-user_group	Admin User Group	<QXZ>This is the administrative user group for this record, this allows admin viewing of this record restricted by user group. Default is --ALL-- which allows any admin user to view this record.</QXZ>
screen_labels-label_hide_field_logs	Hide Label in Call Logs	<QXZ>If a label is set to ---HIDE--- then the agent call logs, if enabled on the campaign, will still show the field and data unless this option is set to Y. Default is N.</QXZ>
screen_labels-default_field_labels	Default Field Labels	<QXZ>These fields allow you to set the name as it will appear in the agent interface as well as the administrative modify lead page. Default is empty which will use the hard-coded defaults in the agent interface. For the first 19 fields, which are form entry fields, you can also set a label to ---HIDE--- to hide both the label and the field. Another option for most fields is ---READONLY--- which will display but not allow an agent to modify the field. One more option for most fields is ---REQUIRED--- which will force an agent to populate that field on all calls before being able to hang up and disposition each call. For the REQUIRED option to work, the campaign must have Allow Required Fields enabled.</QXZ>
screen_labels-active	Active	<QXZ>Set whether the screen label is active or not.</QXZ>
screen_colors	Screen colors give you the option of setting a different color scheme and logo for the web interface in the System Settings.	<B><QXZ>Screen colors give you the option of setting a different color scheme and logo for the web interface in the System Settings.</QXZ></B>
screen_colors-colors_id	Screen Colors ID	<QXZ>This field needs to be at least 2 characters in length and no more than 20 characters in length, no spaces or special characters. This is the ID that will be used to identify the screen colors in the system.</QXZ>
screen_colors-colors_name	Screen Colors Name	<QXZ>This is the descriptive name of the screen colors entry.</QXZ>
screen_colors-user_group	Admin User Group	<QXZ>This is the administrative user group for this record, this allows admin viewing of this record restricted by user group. Default is --ALL-- which allows any admin user to view this record.</QXZ>
screen_colors-menu_background	Menu Background	<QXZ>This is where you set the hex color value for the sidebar menu background. It must be a darker color since white text will be displayed on top of it. Default is 015B91.</QXZ>
screen_colors-frame_background	Frame Background	<QXZ>This is where you set the hex color value for the frame main background. It must be a light color since black text will be displayed on top of it. Default is D9E6FE.</QXZ>
screen_colors-std_row_background	Standard Row Backgrounds	<QXZ>This is where you set the hex color values for the several standard row backgrounds. They should be lighter colors since black text will be displayed on top of them. These are often used to make different sections stand apart or as alternating colors for rows. Defaults are 9BB9FB, B9CBFD, 8EBCFD, B6D3FC, A3C3D6. The Standard Row 5 Background is used in the Agent screen for the background color behind the logo after the agent has logged in.</QXZ>
screen_colors-alt_row_background	Alternate Row Backgrounds	<QXZ>This is where you set the hex color values for the several alternate row backgrounds. They should be lighter colors since black text will be displayed on top of them. These are used to differentiate sections from the Standard backgrounds defined above. Defaults are BDFFBD, 99FF99, CCFFCC.</QXZ>
screen_colors-web_logo	Web Logo	<QXZ>This is where you can select a custom image file for your logo. The standard size for a logo image is 170 pixels wide and 45 pixels high. We suggest using the PNG format, but GIF and JPG will work as well. To have a custom logo image show up in this list, it needs to be uploaded to your webserver in the images directory, and the filename needs to begin with vicidial_admin_web_logo. For example, if you upload the image file vicidial_admin_web_logoSAMPLE.png, it will show up in the select list as SAMPLE.png. Default is default_new for the new PNG logo image file.</QXZ>
screen_colors-active	Active	<QXZ>Set whether the screen color set is active or not.</QXZ>
settings_containers	Settings Containers allow for an easy way to add, modify and delete large configurations of settings, or for elements like email templates to be used by PHP and Perl scripts within the codebase.	<B><QXZ>Settings Containers allow for an easy way to add, modify and delete large configurations of settings, or for elements like email templates to be used by PHP and Perl scripts within the codebase.</QXZ></B>
settings_containers-container_id	Container ID	<QXZ>This field needs to be at least 2 characters in length and no more than 40 characters in length, no spaces or special characters. This is the ID that will be used to identify the Settings Container throughout the system.</QXZ>
settings_containers-container_notes	Container Notes	<QXZ>This is the descriptive name of the Settings Container entry.</QXZ>
settings_containers-container_type	Container Type	<QXZ>This is the type of Container entry. This is used primarily for categorization and to show only certain containers in certain places. There is also a special container type -READ_ONLY- that is used and updated by external processes that cannot have the container entry modified within the admin screens. Default is OTHER.</QXZ>
settings_containers-user_group	Admin User Group	<QXZ>This is the administrative user group for this record, this allows admin viewing of this record restricted by user group. Default is --ALL-- which allows any admin user to view this record.</QXZ>
settings_containers-container_entry	Container Entry	<QXZ>This is where you put the contents of the settings that you want in this container.</QXZ>
auto_reports	Automated Reports allow for a simplified way of configuring reports to be run on a scheduled and recurring basis, and to have the results sent by email or uploaded to an FTP server.	<B><QXZ>Automated Reports allow for a simplified way of configuring reports to be run on a scheduled and recurring basis, and to have the results sent by email or uploaded to an FTP server.</QXZ></B>
auto_reports-report_id	Report ID	<QXZ>This field needs to be at least 2 characters in length and no more than 30 characters in length, no spaces or special characters. This is the ID that will be used to identify the Automated Report throughout the system.</QXZ>
auto_reports-report_name	Report Name	<QXZ>This is the descriptive name of the Automated Report entry.</QXZ>
auto_reports-user_group	Admin User Group	<QXZ>This is the administrative user group for this record, this allows admin viewing of this record restricted by user group. Default is --ALL-- which allows any admin user with Modify Automated Reports permissions to view this record.</QXZ>
auto_reports-report_last_run	Last Run Time	<QXZ>This is the date and time of the last run of this automated report process. Also included is the number of seconds it took for this process to run the last time.</QXZ>
auto_reports-report_server	Report Server	<QXZ>This is the machine that you want to use to run this automated report. You must choose a server that runs the keepalive process every minute in the crontab. The default is to use the active voicemail server as defined in System Settings.</QXZ>
auto_reports-report_times	Report Times	<QXZ>This is the list of times in HHMM format when you want the automated report to run. You can specify multiple times by separating them with a dash, like how the List Reset Times feature works.</QXZ>
auto_reports-report_weekdays	Report Weekdays	<QXZ>This is the list of days of the week when you want the automated report to run. Either this option or the Month Days field below must be set for the report to run automatically.</QXZ>
auto_reports-report_monthdays	Report Month Days	<QXZ>This is the list of days of the month in DD format when you want the automated report to run. You can specify multiple month days by separating them with a dash. Either this option or the Weekdays field above must be set for the report to run automatically.</QXZ>
auto_reports-report_destination	Report Destination	<QXZ>This option will determine how you want the automated report to be delivered, by EMAIL or FTP. Depending on the destination you choose, you must fill in the configuration fields below for it to work properly. Default is EMAIL.</QXZ>
auto_reports-email_from	Email From	<QXZ>If the EMAIL destination is chosen above, then this field must be filled in with the email address that you want the automated report email to come from. Note: some email servers may require certain registered email address to be used for delivery to be accepted by them. You may also have to set up a reverse domain name lookup with your network provider for the server you have chosen to send emails from.</QXZ>
auto_reports-email_to	Email To	<QXZ>If the EMAIL destination is chosen above, then this field must be filled in with the email address that you want to receive the automated report email. You can define more than one email address by separating them with a colon.</QXZ>
auto_reports-email_subject	Email Subject	<QXZ>If the EMAIL destination is chosen above, then this field must be filled in with the subject of the email. As an option, you can use the --A--date--B-- or --A--datetime--B-- flag in this field to populate the current date or date-time.</QXZ>
auto_reports-ftp_server	FTP Server	<QXZ>If the FTP destination is chosen above, then this field must be filled in with the FTP server address. If you would like to use an SFTP or FTP over SSL server, then you will need to have your administrator confirm that your system has the proper modules installed to connect to them. If you want to connect to an SFTP server, you will need to create a Settings Container with the connection options for it, and put that Container ID in this field with SFTPCNTR before it, so if you have an SFTP Settings Container with an ID of test_send, then you would put SFTPCNTRtest_send in this field. For FTP over SSL you would follow very similar instructions except you need to use FTPSCNTR as your prefix. A basic settings container entry for an SFTP server might look like this</QXZ>-<BR>--ftp-server=192.168.1.3<BR>--ftp-login=reports<BR>--ftp-pass=reportpass<BR>--ftp-port=22<BR>--ftp-dir=/home/reports<BR><QXZ>For an FTP over SSL server you may also need to define Explicit or Implicit encryption</QXZ>-<BR>--ftp-encrypt=E
auto_reports-ftp_user	FTP User	<QXZ>If the FTP destination is chosen above, then this field must be filled in with the FTP login user.</QXZ>
auto_reports-ftp_pass	FTP Pass	<QXZ>If the FTP destination is chosen above, then this field must be filled in with the FTP login password.</QXZ>
auto_reports-ftp_directory	FTP Directory	<QXZ>If the FTP destination is chosen above, then this field can be filled in with the FTP folder directory that you want the automated reports to be uploaded into. Note: the folder must already exist, this process will not try to create the folder.</QXZ>
auto_reports-filename_override	Filename Override	<QXZ>By default, the reports will be saved as files and either emailed or sent by FTP to the selected destination, and the filenames used for those files are automatically generated with unique generic names based upon the report ID. If you would like to override those unique generic names, you can do so by using this field. You can also use the variables shown below in the Report URL field so that you can put dates into the filename. You can also use --A--filedatetime--B-- as a variable to note the date and time the report was generated, which is useful if you will be running a report more than once a day. Only letters, numbers dashes and underscore characters are allowed in this field. Also, you should not include a file extension as part of the filename override, since the type of report will dictate the file extension that is used. Default is empty for disabled.</QXZ>
auto_reports-active	Active	<QXZ>The automated report will only run on the set schedule above if active is set to Y. Default is N.</QXZ>
auto_reports-run_now_trigger	Run Now Trigger	<QXZ>This option offers a way to test this automated report process before setting it to active. It can take up to one minute for the process to start running after submitting this page with this field set to Y. Default is N.</QXZ>
auto_reports-report_url	Report URL	<QXZ>This is the field where you will put the full web address, or URL, for the report that you want to run. The easiest way to figure out what address to use is to run the report normally, then go to the Reports, Admin Utilities, Admin Report Log Viewer to see the full URL that was used to run that report. Once you have copied that URL, you can replace the dates that you see with one of these variables in the standard format that is used within this system, for example, --A--today--B--. You can use: today, yesterday, 6days, 7days, 8days, 13days, 14days, 15days, 30days. Note: some networks may require that you use a local server address in this URL if that is the only way that a server on your network can access the webserver used for reporting. Related to this, you may also have to use a local IP address if a full domain name is not accessible from within your system network. Also, it is recommended that you run reports in TEXT format for best display results.</QXZ>
ip_lists	IP Lists	<QXZ>The purpose of this feature is to allow an administrator the ability to restrict who can use the system web resources on an IP Address basis. This is designed to allow you to create IP Lists and then assign those IP Lists on a per-User-Group basis separated as Admin, Agent and API permissions. For example, you can set the IP List for Agent web access to DISABLED to allow anyone in the User Group to log in as an agent from any location, this is the default behavior. You can then set an IP List with one IP Address in it so within that same User Group, managers will only be able to log in to the admin web screens from that one location. You can also set an IP List with no entries in it for the API access IP List to not allow any user in that User Group to use the APIs.</QXZ><BR><BR><QXZ>This IP whitelisting authentication is designed to happen after user authentication in order to allow a specific user to be set to ignore the IP List blocking feature, as well as to be able to have the IP List feature work on a per-User-Group basis.</QXZ><BR><BR><QXZ>There is also a System-wide Blacklist option that allows you to specify an IP List to use to block all web service access to all users coming from the IP Addresses listed in the system settings blacklist IP List.</QXZ><BR><BR><QXZ>In order to use any of these features, the System Settings option Allow IP Lists must be enabled on your system. Then you will see the IP Lists Admin section appear in the Admin menu.</QXZ>
ip_lists-ip_list_id	IP List ID	<QXZ>This field needs to be at least 2 characters in length and no more than 30 characters in length, no spaces or special characters. This is the ID that will be used to identify the IP List throughout the system.</QXZ>
ip_lists-ip_list_name	IP List Name	<QXZ>This is the descriptive name of the IP List entry.</QXZ>
ip_lists-user_group	Admin User Group	<QXZ>This is the administrative user group for this record, this allows admin viewing of this record restricted by user group. Default is --ALL-- which allows any admin user with Modify IP Lists permissions to view this record.</QXZ>
ip_lists-active	Active	<QXZ>The IP List will only be able to be enabled for a user group if active is set to Y. Default is N.</QXZ>
ip_lists-ip_address	IP Addresses	<QXZ>This is the list of IP Addresses within this IP List. Only one IP Address per line is allowed. If you want to use IP whitelisting for agent access and you are using Dispo Call URL features like the dispo_move_list.php script, you will need to remember to include the IP Addresses of the web server in your IP List, because Dispo Call URL actions are run from the webserver.</QXZ>
users-pause_code_approval	Manager Pause Code Approval	<QXZ>If a campaign pause code is set to require manager approval, the manager that approves the agent pause code selection must have this setting set to 1. Default is 0.</QXZ>
users-modify_ip_lists	Modify IP Lists	<QXZ>If IP Lists are enabled on your system, this setting will allow this administrative user the ability to modify the IP Lists. Default is 0.</QXZ>
users-ignore_ip_lists	Ignore IP Lists	<QXZ>If IP Lists are enabled on your system, this setting will allow this user to ignore the IP Lists settings when accessing the system. Default is 0.</QXZ>
users-two_factor_override	Two Factor Auth Override	<QXZ>If Two-Factor-Authorization is enabled on your system, this setting can override it. Default is NOT_ACTIVE which will not override the System Settings for 2FA.</QXZ>
status_categories	System Status Categories	<QXZ>Through the use of system status categories, you can group together statuses to allow for statistical analysis on a group of statuses. The Category ID must be 2-20 characters in length with no spaces, the name must be 2-50 characters in length, the description is optional and TimeonVDAD Display defines whether that status will be one of the upto 4 statuses that can be calculated and displayed on the Time On VDAD Real-Time report. The Sale Category and Dead Lead Category are both used by the List Suggestion system when analyzing list statistics.</QXZ>
admin_phones_bulk_insert-registration_password	Registration Password	<QXZ>This is the registration password that will be used for all of the phones that are created. For SIP and IAX2 protocol you should use a complex password for secutiry reasons.</QXZ>
email_accounts	Email Accounts	<QXZ>The Email Accounts management section allows you to create, copy, and delete email account settings that will allow you to have email messages come into your system and be treated as if they were phone calls to agents.  EMAIL ACCOUNTS MUST BE SET UP BY YOU AND AN EMAIL SERVICE PROVIDER - THAT IS NOT COVERED BY THIS MODULE.</QXZ>
email_accounts-email_account_id	Email Account ID	<QXZ>This is the short name of the email account, it is not editable after initial submission, must not contain any spaces and must be between 2 and 20 characters in length.</QXZ>
email_accounts-email_account_name	Email Account Name	<QXZ>This is the full name of the email account, it must be between 2 and 30 characters in length. </QXZ>
email_accounts-email_account_active	Active	<QXZ>This determines whether this account will be checked for new email messages to be loaded into the dialer. </QXZ>
email_accounts-email_account_description	Email Account Description	<QXZ>This allows for a lengthy description, if needed, of the email account.  255 characters max. </QXZ>
email_accounts-email_account_type	Email Account Type	<QXZ>Specifies whether the account is used for inbound or outbound email messages.  Should be set to INBOUND. </QXZ>
email_accounts-admin_user_group	Admin User Group	<QXZ>This is the administrative user group for this inbound group, this allows admin viewing of this in-group restricted by user group. Default is --ALL-- which allows any admin user to view this in-group.  </QXZ>
email_accounts-protocol	Email Account Protocol	<QXZ>This is the email protocol used by the account you are setting up access to.  Currently only IMAP and POP3 accounts are supported.  </QXZ>
email_accounts-email_replyto_address	Email Reply-to Address	<QXZ>The email address of the account you are setting up access to.  Replies to email messages from the agent interface will read as coming from this address.  </QXZ>
email_accounts-email_account_server	Email Account Server	<QXZ>The email server that the account is housed on.  </QXZ>
email_accounts-email_account_user	Email Account User	<QXZ>The login used to access this account.  Usually its the portion of the reply-to address before the -at- symbol.  </QXZ>
email_accounts-pop3_auth_mode	Auth Mode for POP3 protocol only	<QXZ>The authorization mode to use when POP3 is the mail protocol on the email account. BEST is the default.  It will use APOP if the server appears to support it and it can be used to successfully log on, then try similarly with CRAM-MD5, and finally PASS. APOP and CRAM-MD5 imply that an MD5 checksum will be used instead of sending your password in cleartext. However, if the server does not claim to support APOP or CRAM-MD5, the cleartext method will be used. Be careful. There are a few servers that will send a timestamp in the banner greeting, but APOP will not work with them, for instance if the server does not know your password in cleartext. If you think your authentication information is correct, you may have to use PASS for that server. The same applies to CRAM-MD5.</QXZ>
email_accounts-email_account_pass	Email Account Password	<QXZ>The password used to access this account.  This is usually set at the time the email account is created.  </QXZ>
email_accounts-email_frequency_check_mins	Email Frequency Check Rate (mins)	<QXZ>How often this email account should be checked.  The highest rate of frequency at the moment is five minutes, some email providers will not allow more than three login attempts in fifteen minutes before locking the account for an indeterminate amount of time.  </QXZ>
email_accounts-in_group	In-Group ID	<QXZ>The In-Group that email messages will be sent to.</QXZ>
email_accounts-default_list_id	Default List ID	<QXZ>The List ID that leads will be inserted into if necessary.  </QXZ>
email_accounts-call_handle_method	In-Group Call Handle Method	<QXZ>This is the action that will be taken when a new email is found in the account.  EMAIL means all email messages will be inserted into the list table as a new lead.  EMAILLOOKUP will search the entire list table for the email address in the email column - if the lead is found, that lead list ID will be used in the record that goes into the email_list table.  EMAILLOOKUPRC does the same, but it will only search lists belonging to the campaign selected in the In-Group Campaign ID box below.  EMAILLOOKUPRL will only search one particular list, which is the one entered into the In-Group List ID box below.</QXZ>
email_accounts-agent_search_method	In-Group Agent Search Method	<QXZ>The agent search method to be used by the inbound group, LO is Load-Balanced-Overflow and will try to send the call to an agent on the local server before trying to send it to an agent on another server, LB is Load-Balanced and will try to send the call to the next agent no matter what server they are on, SO is Server-Only and will only try to send the calls to agents on the server that the call came in on. Default is LB. NOT USED</QXZ>
email_accounts-ingroup_list_id	In-Group List ID	<QXZ>This is the List ID that will be used to search for a match within.  </QXZ>
email_accounts-ingroup_campaign_id	In-Group Campaign ID	<QXZ>This is the Campaign ID that will be used to search for a match within.</QXZ>
template_maker	The custom template maker allows you to define your own file layouts for use with the list loader and also delete them, if necessary.  If you frequently upload files that are in a consistent layout other than the standard layout, you may find this tool helpful.  The saved layout will work on any uploaded file it matches, regardless of file type or delimiter.	<QXZ>The custom template maker allows you to define your own file layouts for use with the list loader and also delete them, if necessary.  If you frequently upload files that are in a consistent layout other than the standard layout, you may find this tool helpful.  The saved layout will work on any uploaded file it matches, regardless of file type or delimiter.</QXZ>
template_maker-create_template	Create a new template	<QXZ>In order to begin creating your new listloader template, you must first load a lead file that has the layout you wish to create the template for.  Click Choose file, and open the file on your computer you wish to use.  This will upload a copy to your server and process it to determine the file type and delimiter (for TXT files).</QXZ>
vicidial_template_maker	Listloader Custom Template Maker	<QXZ>Create your own file loading template with this tool.  Useful when you load files in a consistent format or layout other than the vicidial standard format, as it allows you to predefine field locations in lead files to bypass the steps to assign them otherwise</QXZ>
template_maker-delete_template	Edit/delete template	<QXZ>If you have a template you wish to edit or delete, select the template from the drop-down menu and click the appropriate button, either EDIT TEMPLATE or DELETE TEMPLATE.  EDIT TEMPLATE will load the template information and allow you to edit the name, description, and file layout.  DELETE TEMPLATE will simply delete the template.</QXZ>
template_maker-template_id	Template ID	<QXZ>This field is where you enter an arbitrary ID for your new custom template.  It must be between 2 and 20 characters and consist of alphanumeric characters and underscores.</QXZ>
template_maker-template_name	Template Name	<QXZ>This field is where you enter the name for your custom template. Can be up to 30 characters long.</QXZ>
template_maker-template_description	Template Description	<QXZ>This field is where you enter the description for your custom template. It can be up to 255 characters long.</QXZ>
template_maker-list_id	List ID	<QXZ>All templates must load their records into a list.  Select a list ID to load leads into from this drop-down list, which will display any lists available to you given your user settings.</QXZ>
template_maker-assign_columns	Assigning columns	<QXZ>Once you have loaded a sample lead file matching the layout you want to make into a template and select a list ID to load leads into, all of the available columns from the list table and the custom table for the list you selected (if any) will be displayed here.  Columns highlighted in blue are standard columns from the list table.  Columns highlighted in pink belong to the custom table for the selected list.  Each column listed has a drop-down menu, which should be populated with the fields from the first row of the sample lead file you uploaded.  Assign the appropriate fields to the appropriate columns and press SUBMIT TEMPLATE to create your template.  You do not need to assign every field to a column, and you do not need to assign every column a field.  For details on the standard list columns, click</QXZ> <a href='#' onClick="FillAndShowHelpDiv(event, 'list_loader')"><QXZ>HERE</QXZ></a>.
template_maker-editing_columns	Editing columns	<QXZ>If you need to change the file layout the template expects from your uploaded files, you must enter the field number for each piece of data that appears in the base file. <B>Since this feature is based on index values, the first field in the file row uses 0 as the index, not 1</B>. Index values can be repeated, and data fields that share the same index will appear the -current file layout- above separated by the -pipe- character.  Additionally, any non-numeric characters will be removed from the index value fields upon submission. For details on the standard list columns, click</QXZ> <a href='#' onClick="FillAndShowHelpDiv(event, 'list_loader')"><QXZ>HERE</QXZ></a>.
template_maker-current_file_layout	Current File Layout	<QXZ>This is simply a quote-comma-delimited approximation of the layout of the file your template is based on, going by the current template settings. Fields in the file that are not used in your template are shown as -unused- here.</QXZ>
max_stats	Maximum System Stats	<QXZ>These statistics are cached totals that are stored throughout each day in real-time through back-end processes. For inbound calls, the total calls per in-group are calculated for each call that enters the process that calculates. For the whole system counts, the totals are generated from log entries as well as other in-group and campaign totals. These totals may not add up due to the settings that you have in your system as well as when the call is hung up.</QXZ>
qc_status_codes	The Quality Control	<QXZ>QC function has its own set of status codes separate from those within the call handling functions of the system. QC status codes must be between 2 and 8 characters in length and contain no special characters like a space or colon. The QC status code description must be between 2 and 30 characters in length. For these functions to work, you must have QC enabled in the System Settings.</QXZ>
agent_time_detail	Agent Time Detail	<QXZ>In this report you can view how much time agents spent on what.</QXZ><BR><QXZ><U>TIME CLOCK</U> = Time the agent been logged in to the time clock.</QXZ><BR><QXZ><U>AGENT TIME</U> = Total time on the system (<U>WAIT</U> + <U>TALK</U> + <U>DISPO</U> + <U>PAUSE</U>).</QXZ><BR><QXZ><U>WAIT</U> = Time the agent waits for a call.</QXZ><BR><QXZ><U>TALK</U> = Time the agent talks to a customer or is in dead state (<U>DEAD</U> + <U>CUSTOMER</U>).</QXZ><BR><QXZ><U>DISPO</U> = Time the agent uses at the disposition screen (where the agent picks NI, SALE etc).</QXZ><BR><QXZ><U>PAUSE</U> = Time the agent is in pause mode (<U>LOGIN</U> + <U>LAGGED</U> + ...).</QXZ><BR><QXZ><U>DEAD</U> = Time the agent is in a call after the customer has hung up.</QXZ><BR><QXZ><U>CUSTOMER</U> = Time the agent is in a live call with a customer.</QXZ><BR><QXZ><U>CONNECTED</U> = Time the agent is waiting for a live call plus time in a live call with a customer.</QXZ><BR><QXZ>- The next table is pause codes and their time.</QXZ><BR><QXZ><U>LOGIN</U> = The pause code when going from login directly to pause.</QXZ><BR><QXZ><U>LAGGED</U> = The time the agent had some network problem or similar.</QXZ><BR><QXZ><U>ANDIAL</U> = This pause code triggers if the agent been on dispo screen for longer than 1000 seconds.</QXZ><BR><QXZ>and empty is undefined pause code.</QXZ><BR><QXZ><U>VISIBLE</U> = This is a tally of the amount of time the Agent Screen is being viewed by the agent in their web browser while they are logged in.</QXZ><BR><QXZ><U>HIDDEN</U> = This is a tally of the amount of time the Agent Screen is hidden from the view of the agent in their web browser while they are logged in.</QXZ>
agent_status_detail	Agent Status Detail	<QXZ>In this report you can view what and how many statuses has been selected by the agents.</QXZ><BR><QXZ><U>CALLS</U> = Total number of calls sent to the user.</QXZ><BR><QXZ><U>CIcalls</U> = Total number of call where there was a Human Answer which is set under Admin -> System Statuses.</QXZ><BR><QXZ><U>DNC/CI%</U> = How much in percent DNC (Do Not Call) per Human Answers.</QXZ><BR><QXZ>And the rest is just System Statuses that the agent picked and how many, to find out what they means then head over to Admin -> System Statuses.</QXZ>
agent_performance_detail	Agent Performance Detail	<QXZ>This is a combination of Agent Time Detail and Agent Status Detail.</QXZ><BR><QXZ>(Statistics related to handling of calls only. What this means is that the top section will only include time involving a phone call. If an agent clicks to go active, then pauses, then goes active again without taking a call, that time will not be included in the top section of this report.)</QXZ><BR><QXZ><U>CALLS</U> = Total number of calls sent to the user.</QXZ><BR><QXZ><U>TIME</U> = Total time of these (<U>PAUSE</U> + <U>WAIT</U> + <U>TALK</U> + <U>DISPO</U>).</QXZ><BR><QXZ><U>PAUSE</U> = Amount of time being paused in related to call handling.</QXZ><BR><QXZ><U>AVG</U> means Average so everything -AVG is for example amount of PAUSE-time divided by total number of calls: (<U>PAUSE</U> / <U>CALLS</U> = <U>PAUSAVG</U>)</QXZ><BR><QXZ><U>WAIT</U> = Time the agent waits for a call.</QXZ><BR><QXZ><U>TALK</U> = Time the agent talks to a customer or is in dead state (<U>DEAD</U> + <U>CUSTOMER</U>).</QXZ><BR><QXZ><U>DISPO</U> = Time the agent uses at the disposition screen (where the agent picks NI, SALE etc).</QXZ><BR><QXZ><U>DEAD</U> = Time the agent is in a call after the customer has hung up.</QXZ><BR><QXZ><U>CUSTOMER</U> = Time the agent is in a live call with a customer.</QXZ><BR><QXZ>And the rest is just System Statuses that the agent picked and how many, to find out what they means then head over to Admin -> System Statuses.</QXZ><BR><QXZ>- Next table is Pause Codes.</QXZ><BR><QXZ><U>LOGIN TIME</U> = Total time on the system (<U>WAIT</U> + <U>TALK</U> + <U>DISPO</U> + <U>PAUSE</U>).</QXZ><BR><QXZ><U>NONPAUSE</U> = Everything except pause (<U>WAIT</U> + <U>TALK</U> + <U>DISPO</U>).</QXZ><BR><QXZ><U>PAUSE</U> = Only Pause.</QXZ><BR><QXZ>- The last table is pause codes and their time (like Agent Time Detail).</QXZ><BR><QXZ><U>LOGIN</U> = The pause code when going from login directly to pause.</QXZ><BR><QXZ><U>LAGGED</U> = The time the agent had some network problem or similar.</QXZ><BR><QXZ><U>ANDIAL</U> = This pause code triggers if the agent been on dispo screen for longer than 1000 seconds.</QXZ><BR><QXZ>and empty is undefined pause code.</QXZ>
team_performance_detail	Team Performance Detail	<QXZ>This report contains some of the same information as the Agent Time Detail report, as well as several new fields. Also, the users are grouped together within their User Groups, and there is a User Group summary at the bottom of the results.</QXZ><BR><QXZ><U>CALLS</U> = Total number of calls sent to the user.</QXZ><BR><QXZ><U>LEADS</U> = Total number of unique leads the user handled.</QXZ><BR><QXZ><U>CONTACTS</U> = Total number of calls the user handled that were statused in a Customer Contact status.</QXZ><BR><QXZ><U>CONTACT RATIO</U> = Percent of calls where a customer was contacted.</QXZ><BR><QXZ><U>NONPAUSE</U> = Everything except pause (<U>WAIT</U> + <U>TALK</U> + <U>DISPO</U>).</QXZ><BR><QXZ><U>TIME</U> = Total time of these (<U>PAUSE</U> + <U>WAIT</U> + <U>TALK</U> + <U>DISPO</U>).</QXZ><BR><QXZ><U>TALK</U> = Time the agent talks to a customer minus <U>DEAD</U> time.</QXZ><BR><QXZ><U>SALES</U> = Total number of calls the user handled where the SALE status flag is set to Y.</QXZ><BR><QXZ><U>SALES PER WORKING HOUR</U> = Total number of sales divided by system time.</QXZ><BR><QXZ><U>SALES TO LEADS RATIO</U> = Total number of sales divided by leads handled.</QXZ><BR><QXZ><U>SALES TO CONTACTS RATIO</U> = Total number of sales divided by contacts.</QXZ><BR><QXZ><U>SALES PER HOUR</U> = Total number of sales divided by talk time.</QXZ><BR><QXZ><U>INCOMPLETE SALES</U> = Total number of calls statused as QCFAIL.</QXZ><BR><QXZ><U>CANCELLED SALES</U> = Total number of calls statused as QCCANC.</QXZ><BR><QXZ><U>CALLBACKS</U> = Total number of active or live callbacks for this user in the system.</QXZ><BR><QXZ><U>FIRST CALL RESOLUTION</U> = Total number of calls handled divided by leads handled.</QXZ><BR><QXZ><U>AVERAGE SALE TIME</U> = Total number of sales divided by the talk time for those sales calls.</QXZ><BR><QXZ><U>AVERAGE CONTACT TIME</U> = Total number of contacts divided by the talk time for those contact calls.</QXZ>
performance_comparison_report	Performance Comparison Report	<QXZ>This report contains some of the same information as the Team Performance Detail report, and the results for today and yesterday as well as the last 2, 3, 5, 10 and 30 days.</QXZ><BR><QXZ><U>CALLS</U> = Total number of calls sent to the user.</QXZ><BR><QXZ><U>SALES</U> = Total number of calls the user handled where the SALE status flag is set to Y.</QXZ><BR><QXZ><U>SALES CONVERSION PCT</U> = Total number of sales divided by calls handled.</QXZ><BR><QXZ><U>SALES PER HOUR</U> = Total number of sales divided by system time.</QXZ><BR><QXZ><U>TIME</U> = Total time of these (<U>PAUSE</U> + <U>WAIT</U> + <U>TALK</U> + <U>DISPO</U>).</QXZ>
single_agent_daily	Single Agent Daily	<QXZ>This report contains most of the same information as the Agent Status Detail report, except for only one agent across a range of days.</QXZ><BR><QXZ><U>CALLS</U> = Total number of calls sent to the user.</QXZ><BR><QXZ><U>CI CALLS</U> = Total number of calls the user handled that were statused in a Customer Contact status.</QXZ><BR><QXZ><U>DNC CI PCT</U> = Total number of DNC statused calls divided by the number of Customer Contact calls.</QXZ><BR><QXZ><U>SALES PER HOUR</U> = Total number of calls the user handled where the SALE status flag is set to Y, divided by system time.</QXZ><BR><QXZ>(the rest of the fields are the statuses that the agent selected)</QXZ>
single_agent_time	Single Agent Daily Time	<QXZ>This report is similar to the Agent Time Detail report, except for only one agent across a range of days.</QXZ><BR><QXZ><U>PAUSE</U> = Amount of time for the agent being paused.</QXZ><BR><QXZ><U>WAIT</U> = Time the agent waits for a call.</QXZ><BR><QXZ><U>TALK</U> = Time the agent talks to a customer or is in dead state (<U>DEAD</U> + <U>CUSTOMER</U>).</QXZ><BR><QXZ><U>DISPO</U> = Time the agent uses at the disposition screen (where the agent picks NI, SALE etc).</QXZ><BR><QXZ><U>DEAD</U> = Time the agent is in a call after the customer has hung up.</QXZ><BR><QXZ><U>CUSTOMER</U> = Time the agent is in a live call with a customer.</QXZ><BR><QXZ><U>TOTAL</U> = Total time of these (<U>PAUSE</U> + <U>WAIT</U> + <U>TALK</U> + <U>DISPO</U>).</QXZ>
usergroup_login	User Group Login Report	<QXZ>This report includes information on all of the users within a user group related to agent screen activity.</QXZ><BR><QXZ><U>FIRST LOGIN DATE</U> = The earliest date this user logged in to the agent screen.</QXZ><BR><QXZ><U>LAST LOGIN DATE</U> = The most recent date this user logged in to the agent screen.</QXZ><BR><QXZ><U>CAMPAIGN</U> = The most recent campaign this user was logged in to.</QXZ><BR><QXZ><U>SERVER IP</U> = The most recent server this user logged in to.</QXZ><BR><QXZ><U>COMPUTER IP</U> = The most recent computer this user used to log in to the agent screen.</QXZ><BR><QXZ><U>EXTENSION</U> = The most recent phone this user used to log in to the agent screen.</QXZ><BR><QXZ><U>BROWSER</U> = The most recent web browser version this user used to log in to the agent screen.</QXZ><BR><QXZ><U>PHONE LOGIN</U> = The most recent phone login this user used to log in to the agent screen.</QXZ><BR><QXZ><U>SERVER PHONE</U> = The most recent server phone account this user was logged in through.</QXZ><BR><QXZ><U>PHONE IP</U> = The IP address of the phone during the most recent agent screen session.</QXZ>
agent_timeclock_detail	User Timeclock Detail Report	<QXZ>Pulls all timeclock records for agents meeting the selected parameters.</QXZ><BR><QXZ><U>TIME CLOCK</U> = Total amount of time agent spent logged in.</QXZ><BR><QXZ><U>TIME CLOCK PUNCHES</U> = A list of the punch-in and punch-out times for each agent.  Punch-out times marked with an asterisk (*) denotes AUTOLOGOUT from timeclock.</QXZ>
campaign_status_list_report	Campaign Status List Report	<QXZ>This report is designed to show the breakdown by list_id of the calls and their statuses for all lists within a campaign for a set time period.</QXZ><BR><QXZ><U>DISPOSITION</U> = The distinct dispositions made for the list within the time frame specified.</QXZ><BR><QXZ><U>CALLS</U> = The number of calls ending with the disposition listed.</QXZ><BR><QXZ><U>DURATION</U> = Sum of the length of the calls ending with the disposition listed.</QXZ><BR><QXZ><U>HANDLE TIME</U> = Sum of the time the calls ending with the disposition listed were handled by an agent (<U>TALK</U> + <U>DEAD</U>).</QXZ><BR><BR><QXZ><U>TOTAL CALLS</U> = Number of calls placed to leads belonging to lists in this campaign within the time frame specified.</QXZ><BR><QXZ><U>STATUS FLAGS BREAKDOWN</U> = Breakdown of the total calls into status categories, including counts per category and percentage relative to the number of calls to leads in the list within the time frame specified.</QXZ>
campaign_debug	Campaign Debug	<QXZ>Shows campaign stats and debug output for a selected campaign.</QXZ>
DQreport	Demographic Quotas Report	<QXZ>This report will show the details of a single campaigns Demographic Quota settings, goals and other basic campaign calling information all on one screen. As quota goals are filled, the goal rows will change from a green to a purple background color. The numbers in this report are updated once per minute, but the -count- column can also be updated as agents disposition calls. It is possible for the -count- column to be higher than it really is if a call is dispositioned at the same time as the back-end process runs, but this will not impact the function of this feature and the numbers will be corrected within one minute. There are also links near the top of the report to go to the campaign modify page and the debug page to see more information on the last time the Demographic Quotas process ran.</QXZ>
user_logins_report	User Logins Report	<QXZ>This report will show the last login information for a user on the last several days that they logged into the system</QXZ>
user_latency_report	User Latency Report	<QXZ>This report will show the agent screen web connection latency information for agents that are currently or recently logged in to the agent screen.</QXZ>
carrier_log_report	Carrier Log Report	<QXZ>This report will show dial status breakdowns, SIP error reason breakdowns, and carrier log records for a selected date, and can be filtered by server.</QXZ>
cid_log_report	Caller ID Log Report	<QXZ>This report will provide a breakdown by caller ID of calls from specified campaigns and specified statuses within a date range. Its primary purpose is to show if particular caller IDs have been flagged by carriers as being scam numbers.</QXZ>
dial_log_report	Dial Log Report	<QXZ>This report will show individial dial log records for a single date, allowing filtering by server and SIP code.</QXZ>
hangup_cause_report	Hangup Cause Report	<QXZ>This report will show dial status breakdowns and individual carrier log records for a given date, with options to filter by server, hangup cause, dial status, and SIP response.</QXZ>
source_vlc_status_report	Outbound Lead Source Report	<QXZ>This report is designed to show the breakdown by either vendor_lead_code or source_id, choice of the user, of the calls and their statuses for all lists within a campaign for a set time period</QXZ>
CampaignSUMMARY	Real-Time Campaign Summary	<QXZ>The report shows condensed live statistics for all campaigns currently in the dialer.</QXZ>
CLOSER_service_level	Inbound Service Level Report	<QXZ>This report is designed to give a daily breakdown of the number of calls, holds, and drop within the specified date range for the selected inbound group.</QXZ><BR><QXZ><U>DROPS</U> = The number of dropped calls to the inbound group within the time frame specified for that time interval.</QXZ><BR><QXZ><U>DROP %</U> = The percentage of calls ending in DROPS.</QXZ><BR><QXZ><U>AVG DROP(S)</U> = Average length in seconds of the calls ending in DROPS.</QXZ><BR><QXZ><U>HOLDS</U> = The number of calls to the inbound group that were held in queue for that time interval.</QXZ><BR><QXZ><U>HOLD %</U> = The percentage of calls that went to queue relative to the total calls.</QXZ><BR><QXZ><U>AVG HOLD(S) HOLD</U> = Average length in seconds of the queue time for only the calls in queue.</QXZ><BR><QXZ><U>AVG HOLD(S) TOTAL</U> = Average length in seconds of the queue time for ALL calls for the time interval.</QXZ><BR><QXZ><U>CALLS</U> = Number of calls received by the ingroup within the time interval.</QXZ><BR><QXZ><U>TOTAL CALLTIME MIN:SEC</U> = Total length of all calls received.</QXZ><BR><QXZ><U>AVG CALLTIME SECONDS</U> = Average length of all calls received.</QXZ>
CLOSERstats	Inbound Report (by DID)	<QXZ>This report is designed to give several different statistical breakdowns of calls received within the specified time frame, by either ingroup or by DID (refer to the title of the report).</QXZ><BR><QXZ><B>MULTI-GROUP BREAKDOWN</B></QXZ><BR><QXZ><U>CALLS</U> = The number of calls to the inbound groups or DIDs within the time frame specified for that time interval.</QXZ><BR><QXZ><U>DROPS</U> = The number of dropped calls to the inbound groups or DIDs within the time frame specified for that time interval.</QXZ><BR><QXZ><U>DROP %</U> = The percentage of calls ending in DROPS.</QXZ><BR><QXZ><U>IVR</U> = The number of calls to the inbound group or DID that went to an IVR within the time frame specified for that time interval.</QXZ><BR><QXZ><B>CALL HANGUP REASON STATS</B></QXZ><BR><QXZ><U>HANGUP REASON</U> = The reason the call terminated.</QXZ><BR><QXZ><U>HOLDS</U> = The number of calls terminated from the aforementioned reason.</QXZ><BR><QXZ><B>CALL STATUS STATS</B></QXZ><BR><QXZ><U>STATUS</U> = The call disposition.</QXZ><BR><QXZ><U>DESCRIPTION</U> = A description of the call disposition.</QXZ><BR><QXZ><U>CATEGORY</U> = The call category that the disposition currently belongs to.</QXZ><BR><QXZ><U>CALLS</U> = The number of calls taken by the ingroups or DIDs that were dispositioned as the listed disposition.</QXZ><BR><QXZ><U>TOTAL TIME</U> = The total amount of time that was spent on calls that ended as the listed disposition.</QXZ><BR><QXZ><U>AVG TIME</U> = The average amount of time that was spent on calls that ended as the listed disposition.</QXZ><BR><QXZ><U>CALLS /HOUR</U> = The number of calls per hour to the ingroups or DIDs that ended as the listed disposition.</QXZ><BR><QXZ><B>CUSTOM STATUS CATEGORY STATS</B></QXZ><BR><QXZ><U>CATEGORY</U> = The custom call category that a call was dispositioned under the selected report parameters.</QXZ><BR><QXZ><U>CALLS</U> = The number of calls dispositioned under the custom status category.</QXZ><BR><QXZ><U>DESCRIPTION</U> = A description of the custom call category.</QXZ><BR><QXZ><B>AGENT STATS</B></QXZ><BR><QXZ><U>AGENT</U> = The agent who received a call to the specified inbound groups or DIDs.</QXZ><BR><QXZ><U>CALLS</U> = The number of calls fielded by the agent.</QXZ><BR><QXZ><U>DESCRIPTION</U> = The total time the agent spent in calls to the specified inbound groups or DIDs.</QXZ><BR><QXZ><U>DESCRIPTION</U> = The average time the agent spent in calls to the specified inbound groups or DIDs.</QXZ>
CLOSERstats_v2	Inbound Report (by DID), v2	<QXZ>This report is designed to give several different statistical breakdowns of calls received within the specified time frame, by either ingroup or by DID (refer to the title of the report).</QXZ><BR><QXZ><B>MULTI-GROUP BREAKDOWN</B></QXZ><BR><QXZ><U>CALLS</U> = The number of calls to the inbound groups or DIDs within the time frame specified for that time interval.</QXZ><BR><QXZ><U>DROPS</U> = The number of dropped calls to the inbound groups or DIDs within the time frame specified for that time interval.</QXZ><BR><QXZ><U>DROP %</U> = The percentage of calls ending in DROPS.</QXZ><BR><QXZ><U>IVR</U> = The number of calls to the inbound group or DID that went to an IVR within the time frame specified for that time interval.</QXZ><BR><QXZ><B>CALL HANGUP REASON STATS</B></QXZ><BR><QXZ><U>HANGUP REASON</U> = The reason the call terminated.</QXZ><BR><QXZ><U>HOLDS</U> = The number of calls terminated from the aforementioned reason.</QXZ><BR><QXZ><B>CALL STATUS STATS</B></QXZ><BR><QXZ><U>STATUS</U> = The call disposition.</QXZ><BR><QXZ><U>DESCRIPTION</U> = A description of the call disposition.</QXZ><BR><QXZ><U>CATEGORY</U> = The call category that the disposition currently belongs to.</QXZ><BR><QXZ><U>CALLS</U> = The number of calls taken by the ingroups or DIDs that were dispositioned as the listed disposition.</QXZ><BR><QXZ><U>TOTAL TIME</U> = The total amount of time that was spent on calls that ended as the listed disposition.</QXZ><BR><QXZ><U>AVG TIME</U> = The average amount of time that was spent on calls that ended as the listed disposition.</QXZ><BR><QXZ><U>CALLS /HOUR</U> = The number of calls per hour to the ingroups or DIDs that ended as the listed disposition.</QXZ><BR><QXZ><B>CUSTOM STATUS CATEGORY STATS</B></QXZ><BR><QXZ><U>CATEGORY</U> = The custom call category that a call was dispositioned under the selected report parameters.</QXZ><BR><QXZ><U>CALLS</U> = The number of calls dispositioned under the custom status category.</QXZ><BR><QXZ><U>DESCRIPTION</U> = A description of the custom call category.</QXZ><BR><QXZ><B>AGENT STATS</B></QXZ><BR><QXZ><U>AGENT</U> = The agent who received a call to the specified inbound groups or DIDs.</QXZ><BR><QXZ><U>CALLS</U> = The number of calls fielded by the agent.</QXZ><BR><QXZ><U>TIME H:M:S</U> = The total time the agent spent in calls to the specified inbound groups or DIDs.</QXZ><BR><QXZ><U>AVERAGE</U> = The average time the agent spent in calls to the specified inbound groups or DIDs.</QXZ>
CLOSERsummary_hourly	Inbound Summary Hourly Report	<QXZ>This report is designed to give several different statistical breakdowns of calls received within the specified time frame, by either ingroup or by DID (refer to the title of the report).</QXZ><BR><QXZ><U>TOTAL CALLS</U> = Total calls taken by the in-group.</QXZ><BR><QXZ><U>TOTAL ANSWER</U> = Total calls answered by the in-group.</QXZ><BR><QXZ><U>TOTAL TALK</U> = Total amount of time spent in calls answered by the in-group.</QXZ><BR><QXZ><U>AVERAGE TALK</U> = Average amount of time spent in calls answered by the in-group.</QXZ><BR><QXZ><U>TOTAL QUEUE TIME</U> = Total amount of time calls handled by the in-group spent in queue.</QXZ><BR><QXZ><U>TOTAL QUEUE TIME</U> = Average amount of time calls handled by the in-group spent in queue.</QXZ><BR><QXZ><U>MAXIMUM QUEUE TIME</U> = The longest amount of time any single call handled by the in-group spent in queue.</QXZ><BR><QXZ><U>TOTAL ABANDON CALLS</U> = The number of calls to the in-group that were unanswered and abandoned by the caller.</QXZ>
dialer_inventory_report	Dialer Inventory Report	<QXZ>This report gives statistical information, including a status breakdown, of a single list or all lists in a single campaign.</QXZ><BR><QXZ><U>Start Inv</U> = Total leads currently in list.</QXZ><BR><QXZ><U>Call Inv Total</U> = Total leads currently dialable in list based on the campaign settings it belongs to.</QXZ><BR><QXZ><U>Call Inv No filtr</U> = Total leads currently dialable in list based on the campaign settings EXCLUDING any filters.</QXZ><BR><QXZ><U>Call Inv One-off</U> = Total leads currently dialable in list based on the campaign settings that are at least one dial attempt below the call count limit.</QXZ><BR><QXZ><U>Call Inv Inactive</U> = Total leads currently in list that belong to INCOMPLETE statuses that are NOT currently selected as dialable for the campaign.</QXZ><BR><QXZ><U>Dial Avg</U> = Total calls made on the list divided by the <U>Start Inv</U> of that list.</QXZ><BR><QXZ><U>Pen. pct</U> = Percentage of leads in the list that are no longer dialable, Start Inv - Call Inv Total divided-by Start Inv.</QXZ>
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 (term reason = "abandon").</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>
CMstats	Callmenu Survey Report	<QXZ>This report shows one of two report types.  The first displays all responses to callmenu prompts on calls handled by a given agent, within a list of selected campaigns, for a given time frame.  Each call is displayed in chronological order, and for each call, the prompts and responses given are displayed.  Each prompt response is treated as its numerical value to create a point total for the call, and total points per prompt and call are given at the bottom of the report.  The second report is a multiple agent report, which utilizes the dates given and campaigns selected (the value in the agent field is ignored).  The resulting report gives a summary per agent of the prompts met and total value of the responses given.  The results for this report are sorted in descending order based on the total points the agent accrued.</QXZ><BR><BR><QXZ><U>SINGLE AGENT REPORT</U> </QXZ><BR><QXZ><U>PHONE</U> = The customer's phone number on the call.</QXZ><BR><QXZ><U>START TIME</U> = The call time from the live_inbound_log table.</QXZ><BR><QXZ><U>TOTAL POINTS</U> = The sum of the numeric values given for all callmenu survey prompts reached on the call.</QXZ><BR><BR><QXZ><U>ALL AGENT REPORT</U> </QXZ><BR><QXZ><U>AGENT</U> = The name of the agent.</QXZ><BR><QXZ><U>TOTAL POINTS</U> = The sum of the numeric values given for all callmenu survey prompts for calls the agent handled within the report parameters.</QXZ>
LISTS_campaign_stats	Lists Campaign Statuses Report	<QXZ><U>LIST ID SUMMARY</U> = Shows each list in the campaign(s) selected by the user, the count of leads in each list, and whether the list is active or inactive.</QXZ><BR><QXZ><U>STATUS FLAGS SUMMARY</U> = Shows a breakdown of the status flags for all the selected lists in all the selected campaigns combined. Status flags are set in the -Statuses- section of a campaign or the -System Statuses-.</QXZ><BR><QXZ><U>CUSTOM STATUS CATEGORY STATS</U> = Shows a breakdown of the custom status categories for all the selected lists in all the selected campaigns combined.  Categories can be defined under the -System Statuses- in the admin section.</QXZ><BR><QXZ><U>PER LIST DETAIL STATS</U> = Shows each list in the campaign(s) selected by the user, with a breakdown of each status flag (and percentage of each flag) and status within that list.</QXZ>
LISTS_pass_report	Lists Pass Report	<QXZ>This is a list inventory report, not a calling report. This report will show statistics for all of the lists in the selected campaigns</QXZ><BR><QXZ><U>FIRST LOAD DATE</U> = Date list first had leads loaded.</QXZ><BR><QXZ><U>LIST ID and NAME</U> = List ID number and name of list.</QXZ><BR><QXZ><U>CAMPAIGN</U> = Campaign that the list currently belongs to.</QXZ><BR><QXZ><U>LEAD COUNT</U> = Number of leads in the list.</QXZ><BR><QXZ><U>ACTIVE</U> = Whether or not the lead was active.</QXZ><BR><QXZ><U>CONTACTS 1st-5th,LIFE PASS</U> = Leads that were -human answered- (dispoed a status where HUMAN ANSWER is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>CNT RATE 1st-5th PASS</U> = Percentage of leads on the list that were -human answered- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>SALE 1st-5th,LIFE PASS</U> = Leads that were sold to (dispoed a status where SALE is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>CNV RATE 1st-5th PASS</U> = Percentage of leads on the list that were sold to on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>DNC 1st-5th,LIFE PASS</U> = Leads that were dispositioned -do not call- (dispoed a status where DNC is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>DNC RATE 1st-5th,LIFE PASS</U> = Percentage of leads on the list that were -do not call- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>CUST CONTACT 1st-5th,LIFE PASS</U> = Leads that were -customer contacted- (dispoed a status where CUSTOMER CONTACT is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>CUCT RATE 1st-5th,LIFE PASS</U> = Percentage of leads on the list that were -customer contacted- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>UNWORKABL 1st-5th,LIFE PASS</U> = Leads that were -unworkable- (dispoed a status where UNWORKABLE is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>UNWK RATE 1st-5th,LIFE PASS</U> = Percentage of leads on the list that were -unworkable- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>SCHEDL CB 1st-5th,LIFE PASS</U> = Leads that were -scheduled callbacks- (dispoed a status where SCHEDULED CALLBACK is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>SHCB RATE 1st-5th,LIFE PASS</U> = Percentage of leads on the list that were -scheduled callbacks- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>COMPLETED 1st-5th,LIFE PASS</U> = Leads that were -completed- (dispoed a status where COMPLETED is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>COMP RATE 1st-5th,LIFE PASS</U> = Percentage of leads on the list that were -completed- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ>
LISTS_stats	Lists Statuses Report	<QXZ>This report gives a detailed breakdown of the contents of a list or lists.</QXZ><BR><QXZ><U>TOTAL LIST ID SUMMARY</U> = Shows each list selected by the user, the count of leads in the list, and whether the list is active or inactive.</QXZ><BR><QXZ><U>TOTAL STATUS FLAGS SUMMARY</U> = Shows a breakdown of the status flags for all the selected lists combined. Status flags are set in the -Statuses- section of a campaign or the -System Statuses-.</QXZ><BR><QXZ><U>LIST ID SUMMARY</U> = Each list selected in the report will be listed separately after the TOTALS summaries.  The list summary gives specific information about each particular list.</QXZ><BR><QXZ><U>STATUS FLAGS BREAKDOWN</U> = Same as <U>TOTAL STATUS FLAGS SUMMARY</U>, but only for one list.</QXZ><BR><QXZ><U>STATUS BREAKDOWN</U> = A breakdown of each status in the individual list, along with the status description, number of leads, and percentage relative to the total leads in the list.</QXZ>
OUTBOUNDsummary_interval	Outbound Summary Interval Report	<QXZ>This report gives statistical information on selected campaigns, both as a summary of all selected campaigns and also by a selected interval for each individual campaign on outbound calling activity based on a date range and call time.</QXZ><BR><QXZ><U>CAMPAIGN</U> = The campaign being reported on.</QXZ><BR><QXZ><U>TOTAL CALLS</U> = The number of calls taken either by a campaign or during a time interval during a campaign, depending on the report.</QXZ><BR><QXZ><U>SYSTEM RELEASE CALLS</U> = The number of calls terminated by the dialer per campaign or during a time interval for a campaign, depending on the report.</QXZ><BR><QXZ><U>AGENT RELEASE CALLS</U> = The number of calls terminated by the agent per campaign or during a time interval for a campaign, depending on the report.</QXZ><BR><QXZ><U>SALE CALLS</U> = Total number of calls the user handled where the SALE status flag is set to Y, made either on a campaign or during a time interval during a campaign, depending on the report.</QXZ><BR><QXZ><U>DNC CALLS</U> = The number of DNC made either on a campaign or during a time interval during a campaign, depending on the report.</QXZ><BR><QXZ><U>NO ANSWER PERCENT</U> = The percentage of calls dispositioned as no answer against the TOTAL CALLS.</QXZ><BR><QXZ><U>DROP PERCENT</U> = The percentage of calls dispositioned as DROPs against the TOTAL CALLS.</QXZ><BR><QXZ><U>AGENT LOGIN TIME (H:M:S)</U> = The total pause, wait, talk, and dispo times logged by agents for the campaign/interval.</QXZ><BR><QXZ><U>AGENT PAUSE TIME (H:M:S)</U> = The total pause time logged by agents for the campaign/interval.</QXZ><BR><QXZ><U>INTERVAL</U> = The interval (in -HHii- format) being reported on under the campaign.</QXZ>
VDADstats	Outbound Calling Report	<QXZ>This report gives several reports on outbound calling for campaigns and lists for a specified date range</QXZ><BR><QXZ><B>CALL HANGUP REASON STATS</B></QXZ><BR><QXZ><U>HANGUP REASON</U> = The reason the call terminated.</QXZ><BR><QXZ><U>CALLS</U> = The number of calls terminated from the aforementioned reason.</QXZ><BR><QXZ><B>CALL STATUS STATS</B></QXZ><BR><QXZ><U>STATUS</U> = The call disposition.</QXZ><BR><QXZ><U>DESCRIPTION</U> = The description of the status.</QXZ><BR><QXZ><U>CATEGORY</U> = The category of the status.</QXZ><BR><QXZ><U>CALLS</U> = The number of calls resulting the disposition.</QXZ><BR><QXZ><U>CALL TIME - TOTAL TIME</U> = The total time spent on calls resulting in the disposition.</QXZ><BR><QXZ><U>CALL TIME - AVG TIME</U> = The average amount of time spent on calls resulting in the disposition.</QXZ><BR><QXZ><U>CALL TIME - CALLS/HOUR</U> = The number of calls per hour where the call resulted in the disposition - this is relative to the total time of all dispositions, not just this one.</QXZ><BR><QXZ><U>AGENT TIME - CALLS/HOUR</U> = The number of calls per agent hour where the call resulted in the disposition, relative to the total time agents spent in call for all dispositions.</QXZ><BR><QXZ><B>LIST ID STATS</B></QXZ><BR><QXZ><U>LIST</U> = The list ID number - all lists meeting the selected criteria are displayed here.</QXZ><BR><QXZ><U>CALLS</U> = The number of outbound calls placed from the aforementioned list.</QXZ><BR><QXZ><B>AGENT PRESET DIALS</B></QXZ><BR><QXZ><U>PRESET NAME</U> = The preset name logged in the user_call_log table (where applicable) for the outbound calls meeting the selected criteria.</QXZ><BR><QXZ><U>CALLS</U> = The number of calls logged with the aforementioned preset.</QXZ><BR><QXZ><B>CUSTOM STATUS CATEGORY STATS</B></QXZ><BR><QXZ><U>CATEGORY</U> = The category the custom status is currently assigned to.</QXZ><BR><QXZ><U>CALLS</U> = The number of calls logged with the aforementioned category.</QXZ><BR><QXZ><U>DESCRIPTION</U> = The description of the category.</QXZ><BR><QXZ><B>AGENT STATS</B></QXZ><BR><QXZ><U>AGENT</U> = The user ID and agent involved on outbound calls meeting the selected criteria.</QXZ><BR><QXZ><U>CALLS</U> = The number of outbound calls handled by the aforementioned agent.</QXZ><BR><QXZ><U>TIME H:M:S</U> = The total amount of time the agent spent on the outbound calls.</QXZ><BR><QXZ><U>AVERAGE</U> = The average amount of time the agent spent on the outbound calls.</QXZ>
called_counts_multilist_report	Called Counts List IDs Report	<QXZ>This report will show a called count breakdown by status for a list or group of lists, optionally within a given date range.  Lists may also be selected by campaign.</QXZ>
fcstats	Fronter - Closer Report	<QXZ>This report displays fronter and closer information on an in-group for the selected date - useful in local closer campaigns so you can see the activity on internal transfers.</QXZ><BR><QXZ><B>FRONTER STATS</B></QXZ><BR><QXZ><U>AGENT</U> = The agent making the transfer (fronter).</QXZ><BR><QXZ><U>XFERS</U> = The number of transfers the agent made.</QXZ><BR><QXZ><U>SALE %</U> = Percentage of transfers the agent made that resulted in a sale.</QXZ><BR><QXZ><U>SALE</U> = Number of sales (statuses where sale status flag is set to Y in the -Statuses- section) made on the agents transfers.</QXZ><BR><QXZ><U>DROP</U> = Number of transfers that were dropped (did not make it to a live closer).</QXZ><BR><QXZ><U>OTHER</U> = Number of transfers that were not dropped, but also not sold by the closer.</QXZ><BR><QXZ><B>CLOSER STATS</B></QXZ><BR><QXZ><U>AGENT</U> = The agent receiving the transfer (closer).</QXZ><BR><QXZ><U>CALLS</U> = Total calls answered by the closer.</QXZ><BR><QXZ><U>SALE</U> = Number of sales (statuses where sale status flag is set to Y in the -Statuses- section) made on the transfers the closer fielded.</QXZ><BR><QXZ><U>DROP</U> = Number of calls the closer received that were dispoed as dropped.</QXZ><BR><QXZ><U>OTHER</U> = Calls the closer fielded that did not result in sales.</QXZ><BR><QXZ><U>CONV %</U> = Percentage of transfers the closer received that resulted in sales.</QXZ>
inbound_forecasting	Inbound forecasting	<QXZ>This report uses Erlang B formulas to generate call center stats based on inbound call activity for selected campaigns and/or ingroups across a specified date range.  From these statistics and also by entering a desired drop call rate, this report can be used to calculate a recommend number of agents to have on the phones to reach the desired drop rate entered.</QXZ><BR><BR><QXZ><U>CALLING HOUR</U> = The hour interval being reported on.</QXZ><BR><QXZ><U>CALLS</U> = Number of calls showing activity in this hour interval.  Unlike other reports, <u>this includes calls that start in the preceding hour, if the length of the call causes the call to end in the current hour</u>.  Example: an inbound call to the system begins at 9:59am and lasts for three minutes, ending at 10:02am.  This call will be counted in both intervals.</QXZ><BR><QXZ><U>TOTAL TIME</U> = The total amount of time calls were active within this call interval.  This includes time in queue waiting for an agent, and as stated for the CALLS section above, calls starting in one hour and ending in the other will have the time spent in each interval counted in both.  In the above example, 1 minute will be attributed to the 9am hour and 2 minutes to the 10am hour.</QXZ><BR><QXZ><U>AVERAGE TIME</U> = The average call length for the interval, taken by dividing the total time of call activity within this interval divided by the number of calls active within this interval.</QXZ><BR><QXZ><U>DROPPED HOURS</U> = The total amount of time taken by calls that were dropped with time active within this call interval.</QXZ><BR><QXZ><U>BLOCKING</U> = The drop rate, expressed as a decimal in TEXT or a percent in graph form, of an hourly interval.  This is taken by dividing the number dropped calls active in the hour by the number of calls active in the hour.</QXZ><BR><QXZ><U>ERLANGS</U> = Number of Erlangs for the hour.  Erlangs are calculated by taking the number of calls received in an interval, multiplied by the average duration of a call expressed as a decimal value relative to the interval.  For example, if 100 calls came in during an hour, and the average call length is 6 minutes, the Erlang value is 100 calls/hour * .1 hour (6 minutes is 1/10th of an hour), or 10.</QXZ><BR><QXZ><U>GOS</U> = 'Grade of Service'.  This is the probability that a call is dropped, which is given by the equation</QXZ><BR><BR> GoS = (E<sup>M</sup>/M!)<big>/</big>(<big>&#8721;</big><sup>M</sup><sub style='margin-left:-10px;'>n=0</sub> E<sup>n</sup>/n!)<BR><BR><QXZ>where -GoS- is the desired drop rate, -E- is the Erlang value, and -M- is the number of lines/agents needed</QXZ><BR><QXZ><U>REC AGENTS</U> = The recommended number of agents needed to meet the desired drop rate or the desired queue probability.  For the Erlang B report it uses the formula</QXZ><BR><BR> GoS = (E<sup>M</sup>/M!)<big>/</big>(<big>&#8721;</big><sup>M</sup><sub style='margin-left:-10px;'>n=0</sub> E<sup>n</sup>/n!)<BR> <BR><QXZ>where -GoS- is the desired drop rate, -E- is the Erlang value, and -M- is the number of lines/agents needed.  For the Erlang C report, the equation used is:</QXZ><BR><BR> P<sub><small>queued</small></sub> = (E<sup>M</sup>/M!)<big>/</big>[E<sup>M</sup>/M! + (1 - E/M)<big>&#8721;</big><sup>M-1</sup><sub style='margin-left:-23px;'>n=0</sub> E<sup>n</sup>/n!]<BR><BR><QXZ>where P<sub><small>queued</small></sub> is the queue probability, -E- is the Erlang value, and -M- is the number of lines/agents needed</QXZ><BR><QXZ><U>EST AGENTS</U> = The estimated number of agents based on the current drop rate and Erlangs, as entered by the user, for the hours being reported on.  This is reached by using the Erlang B formula, which  is</QXZ><BR><BR> GoS = (E<sup>M</sup>/M!)<big>/</big>(<big>&#8721;</big><sup>M</sup><sub style='margin-left:-10px;'>n=0</sub> E<sup>n</sup>/n!)<BR><BR><QXZ>where -GoS- is the current drop rate, -E- is the Erlang value, and -M- is the number of lines/agents</QXZ><BR><QXZ><U>CALLS/AGENT</U> = The average number of calls each agent received for the time interval, gotten by dividing the number of calls by the number of agents (estimated, if an -actual agent- value is not given)</QXZ>
erlang_report	Erlang report	<QXZ>This report uses Erlang B and C formulas to generate call center stats based on call activity for selected campaigns and/or ingroups across a specified date range.  From these statistics and also by entering a desired drop call rate, this report can be used to calculate a recommend number of agents to have on the phones to reach the desired drop rate entered, and depending on whether the report type being run is -B- or -C-, it will display statistics pertaining to call loss (drop) probability, or wait time probability.</QXZ><BR><BR><B><QXZ>COST ANALYSIS STATS</QXZ></B><BR><QXZ>This is an entirely optional set of data that can be entered to calculate the monetary performance of campaigns/call centers.</QXZ><BR><QXZ><U>Actual agents</U> = If you know the actual number of agents and wish to use this in the report caluclations, enter a non-zero value here.  If you leave this blank the report will use the number of agents it estimates is in the dialer to make its reports.</QXZ><BR><QXZ><U>Hourly pay per agent</U> = Hourly wages an average employee makes.</QXZ><BR><QXZ><U>Revenue per sale</U> = How much money each sale made in the selected campaigns/ingroups is worth.</QXZ><BR><QXZ><U>Chance of sale</U> = The estimated percentage of calls that result in a sale (the actual percentage is provided after the report is run).</QXZ><BR><QXZ><U>Retry rate</U> = The percentage of callers that attempt to retry after their call is dropped.</QXZ><BR><BR><QXZ><U>CALLING HOUR</U> = The hour interval being reported on.</QXZ><BR><QXZ><U>CALLS</U> = Number of calls showing activity in this hour interval.  Unlike other reports, <u>this includes calls that start in the preceding hour, if the length of the call causes the call to end in the current hour</u>.  Example: an inbound call to the system begins at 9:59am and lasts for three minutes, ending at 10:02am.  This call will be counted in both intervals.</QXZ><BR><QXZ><U>TOTAL TIME</U> = The total amount of time calls were active within this call interval.  This includes time in queue waiting for an agent, and as stated for the CALLS section above, calls starting in one hour and ending in the other will have the time spent in each interval counted in both.  In the above example, 1 minute will be attributed to the 9am hour and 2 minutes to the 10am hour.</QXZ><BR><QXZ><U>AVERAGE TIME</U> = The average call length for the interval, taken by dividing the total time of call activity within this interval divided by the number of calls active within this interval.</QXZ><BR><QXZ><U>DROPPED HOURS</U> = The total amount of time taken by calls that were dropped with time active within this call interval.</QXZ><BR><QXZ><U>BLOCKING</U> = The drop rate, expressed as a decimal in TEXT or a percent in graph form, of an hourly interval.  This is taken by dividing the number dropped calls active in the hour by the number of calls active in the hour.</QXZ><BR><QXZ><U>ERLANGS</U> = Number of Erlangs for the hour.  Erlangs are calculated by taking the number of calls received in an interval, multiplied by the average duration of a call expressed as a decimal value relative to the interval.  For example, if 100 calls came in during an hour, and the average call length is 6 minutes, the Erlang value is 100 calls/hour * .1 hour (6 minutes is 1/10th of an hour), or 10.</QXZ><BR><QXZ><U>GOS</U> = 'Grade of Service'.   A -B- report value - this is the probability that a call is dropped, which is given by the equation</QXZ><BR><BR> GoS = (E<sup>M</sup>/M!)<big>/</big>(<big>&#8721;</big><sup>M</sup><sub style='margin-left:-10px;'>n=0</sub> E<sup>n</sup>/n!)<BR><BR><QXZ>where -GoS- is the desired drop rate, -E- is the Erlang value, and -M- is the number of lines/agents needed</QXZ><BR><QXZ><U>QUEUE PROB</U> =  A -C- report value - the probability that a call is queued, which is given by the equation</QXZ><BR><BR> P<sub><small>queued</small></sub> = (E<sup>M</sup>/M!)<big>/</big>[E<sup>M</sup>/M! + (1 - E/M)<big>&#8721;</big><sup>M-1</sup><sub style='margin-left:-23px;'>n=0</sub> E<sup>n</sup>/n!]<BR><BR><QXZ>where P<sub><small>queued</small></sub> is the queue probability, -E- is the Erlang value, and -M- is the number of lines/agents needed</QXZ><BR><QXZ><U>AVERAGE ANSWER</U> = A -C- report value - the average speed of answer, or average call waiting time.  This is given by the equation</QXZ><BR><BR> ASA = (T*P<sub><small>queued</small></sub>)/(M-E)<BR><BR><QXZ>-ASA- is the average speed of answer, -T- is the average duration of the call, P<sub><small>queued</small></sub> is the queue probability, -E- is the Erlang value, and -M- is the number of lines/agents needed.  Both this and the P<sub><small>queued</small></sub> formulas above are only valid if -M- is greater than -E-, that is, the number of trunks in a system is greater than the number of Erlangs.</QXZ><BR><QXZ><U>REC AGENTS</U> = The recommended number of agents needed to meet either the desired drop rate or the desired queue probability.  These values are entered by the user and depending on whether the report being run is type -B- or type -C- the report will base their estimate on one of those values.  For the Erlang B report it uses the formula</QXZ><BR><BR> GoS = (E<sup>M</sup>/M!)<big>/</big>(<big>&#8721;</big><sup>M</sup><sub style='margin-left:-10px;'>n=0</sub> E<sup>n</sup>/n!)<BR> <BR><QXZ>where -GoS- is the desired drop rate, -E- is the Erlang value, and -M- is the number of lines/agents needed.  For the Erlang C report, the equation used is:</QXZ><BR><BR> P<sub><small>queued</small></sub> = (E<sup>M</sup>/M!)<big>/</big>[E<sup>M</sup>/M! + (1 - E/M)<big>&#8721;</big><sup>M-1</sup><sub style='margin-left:-23px;'>n=0</sub> E<sup>n</sup>/n!]<BR><BR><QXZ>where P<sub><small>queued</small></sub> is the queue probability, -E- is the Erlang value, and -M- is the number of lines/agents needed</QXZ><BR><QXZ><U>EST AGENTS</U> = The estimated number of agents based on the current drop rate and Erlangs, as entered by the user, for the hours being reported on.  This is reached by using the Erlang B formula, for both the B and C report.  Since Vicidial does not log what calls were queued in outbound dialing, the -C- report instead uses the drop rate of outbound calls to estimate agents.  The formula is</QXZ><BR><BR> GoS = (E<sup>M</sup>/M!)<big>/</big>(<big>&#8721;</big><sup>M</sup><sub style='margin-left:-10px;'>n=0</sub> E<sup>n</sup>/n!)<BR><BR><QXZ>where -GoS- is the current drop rate, -E- is the Erlang value, and -M- is the number of lines/agents</QXZ><BR><QXZ><U>CALLS/AGENT</U> = The average number of calls each agent received for the time interval, gotten by dividing the number of calls by the number of agents (estimated, if an -actual agent- value is not given)</QXZ><BR><QXZ><U>REV/CALL</U> = Average revenue per call, taken by multiplying the revenue per sale by the number of sales, then dividing by the number of calls</QXZ><BR><QXZ><U>REV/AGENT</U> = Average revenue generated per agent, based on the total revenue (sales * revenue per sale) divided by the number of agents (estimated, if an -actual agent- value is not given)</QXZ><BR><QXZ><U>TOTAL REV</U> = Total revenue, gotten by multiplying the number of sales by the revenue per sale</QXZ><BR><QXZ><U>TOTAL COST</U> = Total cost, gotten by multiplying the agent rate by the number of agents (estimated, if an -actual agent- value is not given)</QXZ><BR><QXZ><U>MARGIN</U> = The difference between the total revenue and the total cost</QXZ>
rt_monitor_log_report	Real-time monitoring log report	<QXZ>This report enables level 9 users, users with Admin Utilities privileges, to search the logs of Vicidial managers who utilized the monitoring capabilities of the real-time report.  Searches can be done for date ranges, campaigns, managers, and agents being monitored, and the results can be sorted by any of the following data returned by the report.</QXZ><BR><BR><QXZ><U>START TIME</U> = The time the manager started monitoring an agent</QXZ><BR><QXZ><U>MANAGER</U> = The manager who initiated the monitoring session</QXZ><BR><QXZ><U>MANAGER SERVER</U> = The IP address of the server the manager was monitoring from</QXZ><BR><QXZ><U>MANAGER PHONE</U> = The phone login the manager used to monitor the agent</QXZ><BR><QXZ><U>MANAGER IP</U> = The IP address of the computer the manager was monitoring from</QXZ><BR><QXZ><U>AGENT MONITORED</U> = The agent ID and name of the agent being monitored</QXZ><BR><QXZ><U>AGENT SERVER</U> = The IP address of the server the agent phone was operating from</QXZ><BR><QXZ><U>AGENT STATUS</U> = The dialer status of the agent at the time the monitoring session was initiated</QXZ><BR><QXZ><U>AGENT SESSION</U> = The session ID of the agent at the time the monitoring session was initiated</QXZ><BR><QXZ><U>LEAD ID</U> = The lead ID the agent was speaking to at the time the monitoring session was initiated.  If the agent was not in a call at the time the manager started monitoring them, this value will be -0-</QXZ><BR><QXZ><U>CAMPAIGN</U> = The campaign ID the agent being monitored was placing calls from at the time they started being monitored</QXZ><BR><QXZ><U>END TIME</U> = The time the manager stopped monitoring the agent, ending the monitoring session</QXZ><BR><QXZ><U>LENGTH</U> = The total length in seconds of the monitoring session</QXZ><BR><QXZ><U>TYPE</U> = The type of monitoring session that the manager was running</QXZ>
rt_whiteboard_report	Real-Time Whiteboard report	<QXZ>This report allows the user to display reports in a large graph form with associated statistics printed with the report, and the report will be refreshed at a set interval.  This is useful for overhead projections where the user needs to display a set of data in a comprehensive, easy-to-read format.  Also, when the user selects a report to display, any report option relevant to that report will be highlighted in red: campaigns, status flags, etc....</QXZ>
rt_whiteboard_report-report_type	Report Type	<QXZ>The type of report to display.</QXZ><UL><LI>Disposition Totals - A breakdown of disposition totals of calls made.</QXZ><BR><QXZ><LI>Agent Performance Totals - Shows total calls and sales for agents within a specified date-time range.</QXZ><BR><QXZ><LI>Agent Performance Rates - Shows conversion rates for agents within a specified date-time range.</QXZ><BR><QXZ><LI>Team Performance Totals - Shows total calls and sales for teams/user groups within a specified date-time range.</QXZ><BR><QXZ><LI>Team Performance Rates - Shows converstion rates for teams/user groups within a specified date-time range.</QXZ><BR><QXZ><LI>Floor Performance Totals (ticker) - Shows cumulative total of sales in a -ticker- format-line graph, with an option to draw a target gross sales.</QXZ><BR><QXZ><LI>Floor Performance Rates (ticker) - Shows time-elapsed conversion in a -ticker- format-line graph, with an option to draw a target conversion rate.</QXZ><BR><QXZ><LI>Ingroup Performance Total - Shows total calls and sales for selected ingroups within a specified date-time range.</QXZ><BR><QXZ><LI>Ingroup Performance Rates - Shows conversion rates for selected ingroups within a specified date-time range.</QXZ><BR><QXZ><LI>DID Performance Total - Shows total calls and sales for selected DIDs within a specified date-time range.</QXZ><BR><QXZ><LI>DID Performance Rates - Shows conversion rates for selected DIDs within a specified date-time range.</QXZ><BR></UL>
rt_whiteboard_report-parameters	User Groups,In-groups,Campaigns,Users,DIDs,Status flags	<QXZ>Parameters that may or may not be required based on the type of report run.  Available options are dependent on the user permissions. Additionally, selecting specific campaigns combined with selecting -ALL- for ingroups will restrict the -ALL- selection to only ingroups for the selected campaigns.  Specific campaign selection will also limit the statuses counted if any status flags are selected.</QXZ>
rt_whiteboard_report-target_per_unit	Target per unit	<QXZ>The target number of sales per -unit-, which refers to users,user groups,ingroups,DIDs,etc depending on the report type selected, displayed as a horizontal line. | unit-, which refers to users,user groups,ingroups,DIDs,etc depending on the report type selected, displayed as a horizontal line.</QXZ>
rt_whiteboard_report-target_gross_sales	Target gross sales	<QXZ>The target number of total sales for ticker reports, displayed as a horizontal line.</QXZ>
rt_whiteboard_report-start_date	Start date/time	<QXZ>If filled out, the starting date and time that the report will use up through the current date and time when compiling the report.</QXZ>
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>
timeclockstatusreport	Timeclock Status Report	<QXZ>Shows timeclock status of users belonging to a selected user group.</QXZ>
user_group_hourly_detail	User Group Hourly Report	<QXZ>Gives hourly count of distinct agents per user group, with totals.  For single days only.</QXZ>
usertimeclockreport	User Timeclock Report	<QXZ>Gives the total hours agents logged in the dialer timeclock, with totals.  Can be filtered by user group/user/date range and sorted.</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>
cb-bulk	Callbacks Bulk Move	<QXZ>This page is used to move callbacks meeting a set of selected criteria to a new list and or a new lead status.  It can also purge called records from the callbacks table.</QXZ>
rt_whiteboard_report-target_rate_sales	Target rate sales	<QXZ>The target percentage of total sales vs total calls for ticker reports, displayed as a horizontal line.</QXZ>
cb-bulk-campaigns	Campaigns with callbacks	<QXZ>The current list of all campaigns having at least one callback - select one or more to move callbacks from these campaigns in bulk to new lists and or assign new statuses.  This will combine with other selected criteria to make a final list of callbacks to move.</QXZ>
cb-bulk-lists	Lists with callbacks	<QXZ>All list IDs having at least one callback - select one or more to move callbacks from these lists in bulk to new lists and or assign new statuses.  This will combine with other selected criteria to make a final list of callbacks to move.</QXZ>
cb-bulk-usergroups	User groups with callbacks	<QXZ>The current list of all user groups having at least one callback - select one or more to move callbacks from these user groups to new lists and or assign new statuses.  This will combine with other selected criteria to make a final list of callbacks to move.</QXZ>
cb-bulk-agents	Agents with callbacks	<QXZ>The current list of all agents having at least one callback - select one or more to move callbacks from these agents to new lists and or assign new statuses.  This will combine with other selected criteria to make a final list of callbacks to move.</QXZ>
cb-bulk-purge	Purge called records	<QXZ>If this box is checked, before the leads meeting the selected criteria are moved, the callbacks table will purge itself of all inactive records in the table.  This includes records that have a status of INACTIVE, OR any record still in the callback table that is LIVE but whose status in the vicidial_list table is NOT listed as a callback, i.e. it has been called, lead has called in, lead dispo has been modified.  The page will notify you how many leads will be purged before you confirm that you would like to proceed.</QXZ><BR><B><QXZ>Purge uncalled records</QXZ> - </B><QXZ>If this box is checked, before the leads meeting the selected criteria are moved, the callbacks table will purge itself of all uncalled records in the table.  This includes records that have a status of ACTIVE, OR any record still in the callback table that is LIVE but whose status in the vicidial_list table is still listed as a callback, i.e. it has not been called, has not called in, and has not had the lead dispo modified.  The page will notify you how many leads will be purged before you confirm that you would like to proceed.</QXZ>
cb-bulk-liveanduncalled	Live and uncalled for over XX days	<QXZ>Selecting a date range from this drop down menu will filter out any callback where the scheduled callback time is past the selected number of days from the current date and time.  This will combine with other selected criteria to make a final list of callbacks to move.</QXZ>
cb-bulk-newlist	Transfer to List ID	<QXZ>The list ID to which all callbacks will be moved. The move will occur on the records in vicidial_list table - the matching records in vicidial_callbacks will be removed.</QXZ>
cb-bulk-newstatus	New Status	<QXZ>The new vicidial_list status the selected callbacks will be updated to. This affects the vicidial_list table ONLY.</QXZ>
cb-export	Callbacks export	<QXZ>This page is used to view and download a list of all scheduled callbacks based on the campaigns selected and the dates the callbacks are scheduled to be contacted.</QXZ>
cb-export-cb-dates	Scheduled callback dates	<QXZ>The date the leads are scheduled to be called back.</QXZ>
alt_multi_urls	Alternate Multi URLs	<QXZ>This page allows you to define Alternate URLs with conditions in place of the simple URL option for Dispo, Start, Add Lead, No Agent or Talk Seconds URLs. The RANK field will define the order in which the URLs are requested, this is important because if you have a URL that may take a few seconds to run ranked as 1, that will mean that any URLs ranked after it will have to wait to be run until that first URL request receives a response. The ACTIVE field will determine whether the specific URL is run. The STATUSES field only works for the Dispo URLs and will determine which disposition statuses will trigger the URL being run, if you want to run the entry for all statuses just fill in ---ALL--- in this field, if you want only a few statuses, separate them by spaces. If populated, the LISTS field will limit the calls that the URL is run from to only the list IDs listed in this field. To have it run for all lists, leave the field blank, if you want only a few lists, separate them by spaces. The MIN LENGTH field will limit the calls that the URL is run for to only calls that are this minimum length in seconds and higher, default is 0. The min length option does not work for No Agent, Start or Add Lead URLs. For Talk Seconds URLS, the MIN LENGTH field is the trigger time during talk time with the customer when each URL is triggered, if it is set to 0 for a Talk Seconds URL, then that URL will never trigger. The URL field works the same as it would in the URL option in campaigns, in-groups and lists, and it is also limited to 2000 characters in length. If you want to delete a URL, it must first be set to not active, then you can click on the DELETE link below the SUBMIT button for that URL entry.</QXZ>
amm_multi	AM Message Wildcards	<QXZ>This page allows you to define Am Message Wildcards that will check lead data from the defined lead fields for matches in the defined order specified on this page. For example, if you add a wildcard with the word -vacation- tied to the vendor_lead_code field, and the lead being played a message has -vacation- in that field, then it will hear the message defined in that AM Message Wildcard record. If you want to delete a wildcard, it must first be set to not active, then you can click on the DELETE link below the SUBMIT button for that wildcard entry</QXZ>
user_list_new_limits	User List New Lead Limits	<QXZ>If the system setting for New Leads Per List Limit is enabled, then this page allows for the setting of per-user per-list new lead limit overrides to those List limits. 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.</QXZ>
user_inbound_calls_today	User Inbound Calls Today	<QXZ>This page will show you the User Inbound Calls Today, the Max Limits and the Call Credits for all users in the system. If one of the limits is reached, you will see notes showing you which one was reached.</QXZ>
custom_reports_admin-report_name	Report Name	<QXZ>The report name that the report will be referred to as in the system for purposes of user group access and secondary server use in the system settings.  The report name may not be the same as any other custom report, nor may it be the same name as one of the standard system reports.</QXZ>
custom_reports_admin-domain	Domain	<QXZ>The domain that the report is located at.  This will be combined with the path name to make a complete URL to use as a link from the reports page.  You may leave this blank when the report is located on the same server as the web admin and just use the path name field to make a local URL.</QXZ>
custom_reports_admin-path_name	Path name	<QXZ>The path on the domain where the report is located.  When the domain is blank it is assumed that the report is housed on the local web server.</QXZ>
custom_reports_admin-constants	Preset constants	<QXZ>Here is where a user can define a preset value to pass to the report when it is accessed from the custom report link.  This is useful if the user is viewing a report that accepts multiple variables that change the report output and there is a certain set of report parameters the user frequently uses and they wish to save time by coming to the report with those values already set.</QXZ><BR><B><QXZ>Variable name</QXZ> -</B><QXZ>The enters the variable name here.  Names allow alphanumeric characters, underscores, and to a limited extent brackets.  Brackets are used to pass an array to the report and should be placed at the end of the variable name, such as 'var_name[]'.  The interface will condense brackets by removing any characters within a pair of them, and will also remove unmatched brackets.</QXZ><BR><B><QXZ>Value</QXZ> -</B><QXZ>Then, the user enters a variable value in the 'Value' field, either by selecting a pre-defined variable value or a custom value.  With the exception of 'datetime' and 'filedatetime', all pre-defined variables are dates in yyyy-mm-dd format.  The predefined values are: 'today' for today's date, 'yesterday' for yesterday's date, 'datetime' which is a timestamp in the format of 'yyyy-mm-dd hh:ii:ss', 'filedatetime' which is an all-numeric timestamp in the format 'yyyymmddhhiiss', and 6/7/8/13/14/15/30days, all of which are the date 6/7/etc days ago.  If the user would like to define their own value for the variable, they can set the value to 'Custom Value', then fill out the custom value in the field to the right.  Click 'ADD' to add the variable name/value pair to the presets to include in the report.  Values will be URL-encoded prior to being entered in the database.</QXZ>
custom_reports_admin-current_constants	Current constants	<QXZ>Any report constant the user has entered to add to the report is displayed here.  They are not editable, but they can be removed by clicking 'REMOVE' and then re-entered.</QXZ>
custom_reports_admin-preset_constants	Preset constants	<QXZ>This textarea field is where presets for the current custom reports are displayed and can be edited.  The name/value pairs are displayed per-line and are fully editable.  Users can also remove variables simply by deleting the line they are displayed on, or can enter new name/value pairs per line.  Variables can also be separated by an ampersand as in the typical URL GET display - the dialer interface will make the necessary adjustments to display them properly in this textarea field.</QXZ>
inbound_groups-na_chat_url	No Agent Chat URL	<QXZ>This web URL address is not seen by the agent, but if it is populated it is called every time a chat that is not handled by an agent is hung up or transferred. Uses the same variables as the web form fields and scripts. --A--dispo--B-- can be used to retrieve the system-defined disposition for the chat. This URL can NOT be a relative path. Default is blank.</QXZ> <QXZ>Custom Fields are not available with this feature.</QXZ>
inbound_groups-next_agent_chat	Next Agent Chat	<QXZ>This determines which agent receives the next chat that is available:</QXZ><BR> &nbsp; - <QXZ>random: orders by the random update value in the live_agents table</QXZ><BR> &nbsp; - <QXZ>oldest_call_start: orders by the last time an agent was sent a call/chat. Results in agents receiving about the same number of calls/chats overall.</QXZ><BR> &nbsp; - <QXZ>oldest_call_finish: orders by the last time an agent finished a call/chat. AKA agent waiting longest receives first call.</QXZ><BR> &nbsp; - <QXZ>oldest_inbound_call_start: orders by the last time an agent was sent an inbound call. Results in agents receiving about the same number of calls/chats overall.</QXZ><BR> &nbsp; - <QXZ>oldest_inbound_call_finish: orders by the last time an agent finished an inbound call. AKA agent waiting longest receives first call.</QXZ><BR> &nbsp; - <QXZ>oldest_inbound_filtered_call_start: orders by the last time an agent was sent an inbound call that was not of a filtered-out status, in-group or length.</QXZ><BR> &nbsp; - <QXZ>oldest_inbound_filtered_call_finish: orders by the last time an agent finished an inbound call that was not of a filtered-out status, in-group or length.</QXZ><BR> &nbsp; - <QXZ>overall_user_level: orders by the user_level of the agent as defined in the users table a higher user_level will receive more calls/chats.</QXZ><BR> &nbsp; - <QXZ>inbound_group_rank: orders by the rank given to the agent for the specific inbound group. Highest to Lowest.</QXZ><BR> &nbsp; - <QXZ>campaign_rank: orders by the rank given to the agent for the campaign. Highest to Lowest.</QXZ><BR> &nbsp; - <QXZ>ingroup_grade_random: gives a higher probability of getting a call/chat to the higher graded agents by in-group.</QXZ><BR> &nbsp; - <QXZ>campaign_grade_random: gives a higher probability of getting a call/chat to the higher graded agents by campaign.</QXZ><BR> &nbsp; - <QXZ>fewest_calls: orders by the number of calls/chats received by an agent for that specific inbound group. Least calls/chats first.</QXZ><BR> &nbsp; - <QXZ>fewest_calls_campaign: orders by the number of calls/chats received by an agent for the campaign. Least calls/chats first.</QXZ><BR> &nbsp; - <QXZ>longest_wait_time: orders by the amount of time agent has been actively waiting for a call/chat.</QXZ><BR> &nbsp; - <QXZ>ring_all: rings all available agents until one picks up the phone.</QXZ><BR> <QXZ>NOTES: For ring_all, the agents that are using phones that have On Hook Agent enabled will have their phones ring and the first one to answer will receive the call and the information on the agent screen. Since ring_all ignores agent wait time and ranking and will call every agent that is available for the queue, we do not recommend using this method for large queues. When using ring_all, agents logged with phones that have the On Hook Agent disabled will have to use the Calls In Queue panel and click on the TAKE CALL link to take calls in queue. The amount of time the agents phone will ring for ring_all is set to the On-Hook Ring Time setting or the shortest ring time of the phones that will be called. We do not recommend using ring_all on high call volume queues, or queues with many agents. The ring_all method is intended to be used with only a few agents and on low call volume in-groups.</QXZ>
inbound_groups-group_emaildate	In-Group Email Date	<QXZ>This is the last date and time that an email was directed to this inbound group.</QXZ>
inbound_groups-group_chatdate	In-Group Chat Date	<QXZ>This is the last date and time that a chat was directed to this inbound group.</QXZ>
inbound_groups-next_agent_email	Next Agent Email	<QXZ>This determines which agent receives the next email that is available:</QXZ><BR> &nbsp; - <QXZ>random: orders by the random update value in the live_agents table</QXZ><BR> &nbsp; - <QXZ>oldest_call_start: orders by the last time an agent was sent a call/email. Results in agents receiving about the same number of calls/emails overall.</QXZ><BR> &nbsp; - <QXZ>oldest_call_finish: orders by the last time an agent finished a call/email. AKA agent waiting longest receives first call.</QXZ><BR> &nbsp; - <QXZ>oldest_inbound_call_start: orders by the last time an agent was sent an inbound call. Results in agents receiving about the same number of calls/emails overall.</QXZ><BR> &nbsp; - <QXZ>oldest_inbound_call_finish: orders by the last time an agent finished an inbound call. AKA agent waiting longest receives first call.</QXZ><BR> &nbsp; - <QXZ>oldest_inbound_filtered_call_start: orders by the last time an agent was sent an inbound call that was not of a filtered-out status, in-group or length.</QXZ><BR> &nbsp; - <QXZ>oldest_inbound_filtered_call_finish: orders by the last time an agent finished an inbound call that was not of a filtered-out status, in-group or length.</QXZ><BR> &nbsp; - <QXZ>overall_user_level: orders by the user_level of the agent as defined in the users table a higher user_level will receive more calls/emails.</QXZ><BR> &nbsp; - <QXZ>inbound_group_rank: orders by the rank given to the agent for the specific inbound group. Highest to Lowest.</QXZ><BR> &nbsp; - <QXZ>campaign_rank: orders by the rank given to the agent for the campaign. Highest to Lowest.</QXZ><BR> &nbsp; - <QXZ>ingroup_grade_random: gives a higher probability of getting a call/email to the higher graded agents by in-group.</QXZ><BR> &nbsp; - <QXZ>campaign_grade_random: gives a higher probability of getting a call/email to the higher graded agents by campaign.</QXZ><BR> &nbsp; - <QXZ>fewest_calls: orders by the number of calls/emails received by an agent for that specific inbound group. Least calls/emails first.</QXZ><BR> &nbsp; - <QXZ>fewest_calls_campaign: orders by the number of calls/emails received by an agent for the campaign. Least calls/emails first.</QXZ><BR> &nbsp; - <QXZ>longest_wait_time: orders by the amount of time agent has been actively waiting for a call/email.</QXZ><BR> &nbsp; - <QXZ>ring_all: rings all available agents until one picks up the phone.</QXZ><BR> <QXZ>NOTES: For ring_all, the agents that are using phones that have On Hook Agent enabled will have their phones ring and the first one to answer will receive the call and the information on the agent screen. Since ring_all ignores agent wait time and ranking and will call every agent that is available for the queue, we do not recommend using this method for large queues. When using ring_all, agents logged with phones that have the On Hook Agent disabled will have to use the Calls In Queue panel and click on the TAKE CALL link to take calls in queue. The amount of time the agents phone will ring for ring_all is set to the On-Hook Ring Time setting or the shortest ring time of the phones that will be called. We do not recommend using ring_all on high call volume queues, or queues with many agents. The ring_all method is intended to be used with only a few agents and on low call volume in-groups.</QXZ>
inbound_groups-start_email_url	Start Email URL	<QXZ>This web URL address is not seen by the agent, but it is emailed every time a email is sent to an agent if it is populated. Uses the same variables as the web form fields and scripts. Default is blank.</QXZ>
inbound_groups-dispo_email_url	Dispo Email URL	<QXZ>This web URL address is not seen by the agent, but it is emailed every time a email is dispositioned by an agent if it is populated. Uses the same variables as the web form fields and scripts. dispo and talk_time are the variables you can use to retrieve the agent-defined disposition for the email and the actual talk time in seconds of the email. Default is blank</QXZ> <QXZ>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</QXZ> <QXZ>If you want the campaign Dispo email URL to be used for inbound emails, then put CAMP into this field.</QXZ>
inbound_groups-default_list_id	Default List ID	<QXZ>This is the List ID that leads may be searched through and that leads will be inserted into if necessary.</QXZ>
inbound_groups-start_chat_url	Start Chat URL	<QXZ>This web URL address is not seen by the agent, but it is called every time a chat is sent to an agent if it is populated. Uses the same variables as the web form fields and scripts. Default is blank.</QXZ>
inbound_groups-dispo_chat_url	Dispo Chat URL	<QXZ>This web URL address is not seen by the agent, but it is called every time a chat is dispositioned by an agent if it is populated. Uses the same variables as the web form fields and scripts. dispo and talk_time are the variables you can use to retrieve the agent-defined disposition for the chat and the actual talk time in seconds of the chat. Default is blank</QXZ> <QXZ>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</QXZ> <QXZ>If you want the campaign Dispo Chat URL to be used for inbound chats, then put CAMP into this field.</QXZ>
admin_phones_bulk_insert-gmt	Local GMT	<QXZ>This is the time zone that all of the phones will be created with.</QXZ>
admin_phones_bulk_insert-phone_context	Phone Context	<QXZ>This is the dial plan context that this phone will use to dial out. If you are running a call center and you do not want your agents to be able to dial out outside of the ViciDial applicaiton for example, then you would set this field to a dialplan context that does not exist, something like agent-nodial. default is default.</QXZ>
admin_phones_bulk_insert-is_webphone	Set As Webphone	<QXZ>Setting this option to Y will attempt to load a web-based phone when the agent logs into their agent screen. Default is N. The Y_API_LAUNCH option can be used with the agent API to launch the webphone in a separate Iframe or window.</QXZ>
admin_phones_bulk_insert-webphone_dialpad	Webphone Dialpad	<QXZ>This setting allows you to activate or deactivate the dialpad for this webphone. Default is Y for enabled. TOGGLE will allow the user to view and hide the dialpad by clicking a link. This feature is not available on all webphone versions. TOGGLE_OFF will default to not show the dialpad on first load, but will allow the user to show the dialpad by clicking on the dialpad link.</QXZ>
admin_phones_bulk_insert-webphone_auto_answer	Webphone Auto-Answer	<QXZ>This setting allows the web phone to be set to automatically answer calls that come in by setting it to Y, or to have calls ring by setting it to N. Default is Y.</QXZ>
admin_phones_bulk_insert-use_external_server_ip	Use External Server IP	<QXZ>If using as a web phone, you can set this to Y to use the servers External IP to register to instead of the Server IP. Default is empty.</QXZ>
admin_phones_bulk_insert-template_id	Template ID	<QXZ>Use this optoin to assign a phone template to all of the phone entries created by this bulk insert utility. Default is empty.</QXZ>
soundboard-soundboard_id	Soundboard ID	<QXZ>The unique ID of the soundboard, must contain no spaces or special characters other than letters numbers dashes or underscores.</QXZ>
soundboard-avatar_name	Soundboard Name	<QXZ>The name of the soundboard, will be displayed to the agent at the top of the Soundboard control screen.</QXZ>
soundboard-avatar_notes	Soundboard Notes	<QXZ>For administrative notes only, not displayed to agents.</QXZ>
soundboard-avatar_api_user	Soundboard API User	<QXZ>The system user that will trigger the soundboard audio events, must be a valid user in the system with permission to use the API.</QXZ>
soundboard-avatar_api_pass	Soundboard API Pass	<QXZ>The password for the system user that will trigger the soundboard audio events.</QXZ>
soundboard-active	Active	<QXZ>For this soundboard to be used by agents, it must be set to Active Y. Default is Y.</QXZ>
soundboard-audio_functions	Audio Functions	<QXZ>The list of audio functions that you want the soundboard to allow the agents to perform, separated by dashes. Currently non-functional. Default is PLAY-STOP-RESTART.</QXZ>
soundboard-audio_display	Audio Display	<QXZ>What you want to show up to the agents on the buttons to play the audio, separated by dashes. FILE will display the filename of the audio file. NAME will display the Soundboard Name. HIDENUMBERS will not show the number of each button on the agent screen. You can choose any of these or all together. Default is FILE-NAME.</QXZ>
soundboard-soundboard_layout	Layout	<QXZ>The layout of the agent soundboard. The -default- layout is designed to build from the top down, filling the agent script frame. The -columns- layout is designed to use separated columns of buttons. Default is default. If you are using a -columns- layout, you can also set the maximum number of columns per row section with the Columns Limit setting</QXZ>
soundboard-user_group	User Group	<QXZ>Administrative User Group associated with this soundboard.</QXZ>
soundboard-audio_filename	Audio Filename	<QXZ>Filename of the audio file you want to play, without a file extension. Must be present in the Audio Store to work properly. Can be displayed to the agent on the audio buttons if FILE is in the Audio Display field.</QXZ>
soundboard-audio_name	Audio Name	<QXZ>Descriptive name of the audio file you want to play. Can be displayed to the agent on the audio buttons if NAME is in the Audio Display field.</QXZ>
soundboard-rank	Rank	<QXZ>The vertical order in which the audio file will be displayed to the agent.</QXZ>
soundboard-h_ord	Horz	<QXZ>The horizontal order in which the audio file will be displayed to the agent.</QXZ>
soundboard-type	Type	<QXZ>Either a clickable button that will play a sound, a header that will not be clickable and will only show the NAME of the entry or a space that will leave a blank spacer with no text. The header will also have white text on a black background. The -head2r- option is a header that will extend into the second row of columns below it.</QXZ>
soundboard-font	Font	<QXZ>The font the button will be displayed with, the bigger the number, the bigger the font. A -B- in the option will bold the text. An -I- in the option will italicize the text.</QXZ>
soundboard-level	Level	<QXZ>Primary or secondary level of the audio. Level 2 audio files are always below a level 1 audio file.</QXZ>
soundboard-add	Add	<QXZ>Put a new audio file on the primary level 1 or underneath a level 1 in the secondary level 2 position.</QXZ>
agent_chat_log	Agent Chat Log Report	<QXZ>This report will show all chat logs made between agents and managers or customers, with options to download and display individual chat logs.</QXZ>
custom_reports_admin-custom_reports_user_groups	User Group	<QXZ>This menu is where you select what user groups will be able to access this report.  Agents must belong to a selected user group in order to see the link for it in the reports page.</QXZ>
languages-language_id	Language ID	<QXZ>The unique ID that the language will be referred to in the system. it should contain no spaces or special characters other thsn underscores or dashes.</QXZ>
languages-language_description	Language Description	<QXZ>Description of the language entry.</QXZ>
languages-language_code	Language Code	<QXZ>The web browser code to be used to identify the native web browser language that this language is intended for. For example, United States English is en-us. This is not a required field. If a two letter code is used and a matching image is found, it will be displayed next to this field.</QXZ>
languages-user_group	User Group	<QXZ>Administrative User Group associated with this language entry</QXZ>
languages-active	Active	<QXZ>For Agents and Users to use this language, this needs to be set to Y. Default is N.</QXZ>
languages-english_text	English Text	<QXZ>The text as it appears in the web screens in English.</QXZ>
languages-populate	Populate Language	<QXZ>This option will populate the new Language with all of the phrases that were gathered while parsing through the web pages. Setting this to AGENT will populate only the agent screen phrases. Setting this to ADMIN will populate only the administration screen phrases. Setting this to ALL will populate all gathered phrases. Default is Leave Empty.</QXZ>
languages-import_action	Import Action	<QXZ>The Only Add Missing Phrases option will not modify any existing phrase translations, it will only add phrases that are missing. The Only Update Existing Phrases option will not add any new phrases, it will only update the translations of matching phrases. The Add and Update Phrases option will both add missing phrases and update existing phrases. Default is Only Add Missing Phrases.</QXZ>
languages-import_data	Import Data	<QXZ>One phrase per line, English text then a pipe then translated text.</QXZ>
languages-export_action	Export Action	<QXZ>The Only NOT Translated Phrases option will only export phrases that have no translated phrase. The Only Translated Phrases option will only export phrases that have no translated phrase. The All Phrases option will export all phrases for the selected Language. Default is Only NOT Translated Phrases.</QXZ>
DIDADD	DID Bulk Copy	<QXZ>This will take and insert a list of numbers as inbound DIDs, copying the settings specified in the selected DID. DIDs should be between 2 and 20 digits in length. A duplicate check will be performed.</QXZ>
DIDDELETE	DID Bulk Delete	<QXZ>This will delete the selected DIDs from your system. You cannot delete the -default- DID. Doing so will break several parts of the system.</QXZ>
USERADD	User Bulk Copy	<QXZ>This will copy a sequential number of users beginning with the User Start ID and ending with the User Stop ID using the settings found in the source user. ID must be at least 2 characters in length and no more than 8. A duplicate check will be performed. Only numerals are allowed and ID cannot begin with a zero. The User Number, Password and Full Name will all be the same. Force PW Change will work for admin level users and is recommend for security reasons.</QXZ>
USERDELETE	User Bulk Delete	<QXZ>This will delete the selected users from your system. For obvious reasons, you cannot delete the user you are logged in as. You can also not delete any users that are actively logged in as agents.</QXZ>
ACCIDADD	AC-CID Bulk Add	<QXZ>This allows you to paste in a listing of CIDs to insert into a campaign AC-CID list or CID Group list. There are three methods to choose from: <ul> <li><b>STATE LOOKUP</b> - This will take a list of CIDs and insert them as Area Code Caller IDs into the selected campaign. The area code lookup is designed to work only with numbers in the North American Numbering Plan as it uses the first three digits of each CID. The description will automatically be filled with the appropriate US state abbreviation corresponding to the given CIDs 3-digit area code. <li><b>CSV</b> - This will take a comma separated list in the format of  NPA,CID,DESCRIPTION,ACTIVE and insert each line into the specified campaigns AC-CID list using the supplied values. For example, given a listing of  813,7271234567,Florida,Y  will result in an AC-CID entry for area code 813 using the CID 7271234567 and a description of -Florida- with the status being active. Descriptions are limited to 50 characters. For CID Groups of a STATE type, use this format for CSV-  STATE,CID,DESCRIPTION,ACTIVE. The -ACTIVE- column will only be used if the Active select list above is set to -Input-.<li><b>STATE FILL</b> - Similar to the STATE LOOKUP method above, this will take a list of CIDs and insert them as AC-CIDs in the specified campaign but will also make an entry for each area code in a state based off the state the CID is in. For example, if given the CID 7271234567, 19 CID entries will be created with the same CID, one each for every area code in Florida. If you are inserting into a CID Group that is a STATE type, then you will not want to use the STATE FILL method.</ul> CIDs must be between 6 and 20 digits in length and only digits 0-9 are allowed. Optionally, you can have the AC-CIDs set to active upon insertion.</QXZ>
ACCIDDELETE	AC-CID Bulk Delete	<QXZ>This will delete the Areacode Caller ID entries you select from the next screen based on the campaign or CID group you select here. Setting Clear All CIDs to YES will bypass the AC-CID selection and wipe all AC-CIDs for the selected campaign or CID group.</QXZ>
call_export_report	Call Export Report	<QXZ>This report is for the downloading of leads and their vicidial_log and/or vicidial_closer_log information by status, list_id and date range.  Report downloads to a flat text file that is tab delimited.</QXZ>
call_export_report-user	User	<QXZ>This option will filter all calls to a specific user - user group permissions for the report user still apply, however.</QXZ>
call_export_report-date_field	Date Field	<QXZ>This option will determine if the data exported will be by call log date or the entry date of when the lead was added to the system.</QXZ>
call_export_report-sort_dir	Sort Order	<QXZ>This option will determine if the data exported will sorted in ascending or descending order by the "Date Field" option selected.  Default is ascending.</QXZ>
call_export_report-header_row	Header Row	<QXZ>If enabled, the first line in the exported data file will be a list of the headers for the data in the file.</QXZ>
call_export_report-rec_fields	Recording Fields	<QXZ>If enabled, the recordings for the latest phone call for the selected leads will be included in the export. If there is more than one recording, they will be pipe-delimited.</QXZ>
call_export_report-custom_fields	Custom Fields	<QXZ>If Custom List Fields is enabled on your system, and the leads you are exporting have custom fields values stored in the database, they will be included in the export.</QXZ>
call_export_report-call_notes	Per Call Notes	<QXZ>If enabled at the campaign level, any Per Call Notes for the latest phone calls for the selected leads will be included in the export.</QXZ>
call_export_report-did_filter	Use DID Filter	<QXZ>If enabled, this will only affect selection of leads from inbound calls, and will allow you to have only the leads that have inbound calls that arrived through the selected Inbound DIDs.</QXZ>
call_export_report-vlc_filter	VLC Filter	<QXZ>If enabled, you will be able to have only the leads with the vendor_lead_code values you have selected be exported. We do not recommend using this option if you have unique VLC values for most of your leads.</QXZ>
call_export_report-export_fields	Export Fields	<QXZ>STANDARD will include all of the lead fields that agents normally have access to, EXTENDED will include the following extra lead fields: entry_date, called_count, last_local_call_time, modify_date, called_since_last_reset. NOTE: If you have selected to use Entry Date or DID Filtering, EXTENDED will be automaticaly used.</QXZ>
call_export_report-export_type	Export Type	<QXZ>STANDARD will include all of the lead fields that agents normally have access to, EXTENDED will include the following extra lead fields: entry_date, called_count, last_local_call_time, modify_date, called_since_last_reset. NOTE: If you have selected to use Entry Date or DID Filtering, EXTENDED will be automaticaly used.</QXZ>
call_export_report-exclude_call_log_data	Exclude Call Log Data	<QXZ>If you only want to export lead data, and no log or user information associated with the leads, then set this option to YES, change the -Date Field- to Entry Date and select -Lists-, -Statuses- and a -Campaign-, even though the Campaign will be ignored.</QXZ>
call_export_report-search_archived_data	Search Archived Data	<QXZ>If you want to pull data from older leads and-or call logs that have been archived on your system, then you can select either or both of those options here.</QXZ>
lead_export_report	Lead Export Report	<QXZ>This report allows downloading of leads and their latest vicidial_log and/or vicidial_closer_log information by status, list_id and date range. It downloads to a flat text file that is tab delimited.</QXZ>
lead_export_report-date_field	Date Field	<QXZ>This option will determine if the data exported will be by call log date or the entry date of when the lead was added to the system.</QXZ>
lead_export_report-header_row	Header Row	<QXZ>If enabled, the first line in the exported data file will be a list of the headers for the data in the file.</QXZ>
lead_export_report-rec_fields	Recording Fields	<QXZ>If enabled, the recordings for the latest phone call for the selected leads will be included in the export. If there is more than one recording, they will be pipe-delimited.</QXZ>
lead_export_report-custom_fields	Custom Fields	<QXZ>If Custom List Fields is enabled on your system, and the leads you are exporting have custom fields values stored in the database, they will be included in the export.</QXZ>
lead_export_report-call_notes	Per Call Notes	<QXZ>If enabled at the campaign level, any Per Call Notes for the latest phone calls for the selected leads will be included in the export.</QXZ>
lead_export_report-did_filter	Use DID Filter	<QXZ>If enabled, this will only affect selection of leads from inbound calls, and will allow you to have only the leads that have inbound calls that arrived through the selected Inbound DIDs.</QXZ>
lead_export_report-vlc_filter	VLC Filter	<QXZ>If enabled, you will be able to have only the leads with the vendor_lead_code values you have selected be exported. We do not recommend using this option if you have unique VLC values for most of your leads.</QXZ>
lead_export_report-export_fields	Export Fields	<QXZ>STANDARD will include all of the lead fields that agents normally have access to, EXTENDED will include the following extra lead fields: entry_date, called_count, last_local_call_time, modify_date, called_since_last_reset. NOTE: If you have selected to use Entry Date or DID Filtering, EXTENDED will be automaticaly used.</QXZ>
lead_export_report-exclude_call_log_data	Exclude Call Log Data	<QXZ>If you only want to export lead data, and no log or user information associated with the leads, then set this option to YES, change the -Date Field- to Entry Date and select -Lists-, -Statuses- and a -Campaign-, even though the Campaign will be ignored.</QXZ>
lead_export_report-search_archived_data	Search Archived Data	<QXZ>If you want to pull data from older leads and-or call logs that have been archived on your system, then you can select either or both of those options here.</QXZ>
settings_compare	Settings Compare Utility	<QXZ>This utility will allow you to compare the settings from two records in your system and see what settings are different between the two. Step 1, select the type of settings to compare, CAMPAIGNS, LISTS, IN-GROUPS, USERS, etc... Step 2, select the two entries that you want to compare. To start over, click the RESET link.</QXZ>
db_schema_compare	DB Schema Compare Utility	<QXZ>This utility will allow you to compare the database schema details for the primary database server against the secondary database server or the cold-storage database server. There are 3 sections of results within this utility: TABLES LIST, TABLE ROW COUNTS, TABLE FIELD COUNTS.</QXZ>
callerID_breakdown_report-log_second_diff	Log Second Diff	<QXZ>The maximum number of seconds difference allowed between the call_date value in the vicidial_log table and the call_date value in the vicidial_dial_log table for records from both tables with matching lead_ids to be considered the same call.</QXZ>
cb-bulk-cb-dates	Scheduled callback dates	<QXZ>The date the leads are scheduled to be called back.</QXZ>
qc_scorecards-active_checkpoint	Active (checkpoint)	<QXZ>Whether or not the checkpoint is active within the scorecard.  Inactive checkpoints are not displayed outside the QC scorecard interface.</QXZ>
qc_scorecards-admin_notes	Checkpoint Admin Notes	<QXZ>Any administrative notes - these are not viewable to the QC agent.</QXZ>
qc_scorecards-checkpoint_text	Checkpoint Text	<QXZ>The text instructions for the agent to follow.</QXZ>
qc_scorecards-preset_comments	Preset Comments	<QXZ>If you want to give the quality control agents the option of adding standardized comments to their QC comments per checkpoint, type them into the corresponding "Preset comments" box, one per line.  If a checkpoint has preset comments, they will appear in a drop-down menu to the right of the agent's comment box in their scorecard interface and can be inserted into the comments box by selecting the comment and clicking either the "ADD TO COMMENTS" or "TIMESTAMP & ADD" button.</QXZ>
qc_scorecards-instant_fail	Instant Fail	<QXZ>Whether or not the checkpoint will have the option to instantly fail the call.</QXZ>
qc_scorecards-modify	Modifying checkpoints	<QXZ>Any changes made to a checkpoint will be saved automatically so there is no "UPDATE" or "MODIFY" button necessary.</QXZ>
qc_scorecards-new_active	Active (scorecard)	<QXZ>Whether or not the new scorecard is active.  Inactive scorecards are not viewable or usable outside the QC scorecard interface.</QXZ>
qc_scorecards-new_scorecard_id	New Scorecard ID	<QXZ>The ID code of the new scorecard, similar to the ID of campaigns, user groups, in-groups, etc. Alphanumeric, 20-character max</QXZ>
qc_scorecards-new_scorecard_name	New Scorecard Name	<QXZ>The full descriptive name of the scorecard. 255-character max</QXZ>
qc_scorecards-order	Order	<QXZ>The order in which the checkpoint will appear when the scorecard is displayed.</QXZ>
qc_scorecards-points	Checkpoint Points	<QXZ>The maximum point value of the checkpoint.</QXZ>
rt_state_report	Real-Time State report	<QXZ>This report compiles statistical information by state or province and displays it graphically on a map of the US, with a subsection for Canadian provinces as well.  States and provinces get shaded a color representative of their performance for the type of report selected, meaning the better a state performs the darker it will be shaded on the map.  States with no report results will remain in a shade of gray.  A comprehensive report is always provided for the entire database, but statistics for individual states and provinces can be brought up simply by clicking on the state on the map (or in the case of small states and Canadian provinces, clicking on the box containing their respective abbreviation).  The report is automatically reloaded after a selected interval to reflect the current performance within the selected time frame.  It can display a simple inventory breakdown, call volume, contact volume, sales volume, contact rate relative to call volume, and sales rate relative to contact volume.  Data can be filtered by campaign, user group, user, in-groups, DIDs, and status types.  Additionally, the report can compile data based on either a starting point in time, or a window of time in hours relative to the current time.  The report handles both inbound and outbound calls.</QXZ>
rt_state_report-parameters	Campaigns,Status Flags,User Groups,Users,In-Groups,DIDs	<QXZ>Parameters that may or may not be required based on the type of report run.  Available options are dependent on the user permissions. Additionally, selecting specific campaigns combined with selecting -ALL- for ingroups will restrict the -ALL- selection to only ingroups for the selected campaigns.  Specific campaign selection will also limit the statuses counted if any status flags are selected.</QXZ>
rt_state_report-report_date	Report date/time	<QXZ>The date and time to report on through to the current date and time when generating statistics.  This will be overriden if the "show results for the past XX hours" parameter is used</QXZ>
rt_state_report-report_type	Report Type	<QXZ>The type of state/province breakdown report to display.</QXZ><UL><QXZ><LI>Current state counts - covers all the leads in the database</QXZ><BR><QXZ><LI>Call Volume - covers the number of calls made or received in the database</QXZ><BR><QXZ><LI>Contact Volume - covers the number of calls dispositioned as customer contacts made or received in the database.</QXZ><BR><QXZ><LI>Sale Volume - covers the number of calls dispositioned as sales made or received in the database</QXZ><BR><QXZ><LI>Contact Rate - calculates contact rate percentages for leads dispositioned as customer contacts against calls made/received</QXZ><BR><QXZ><LI>Sale Rate - calculates sale rate percentages for leads dispositioned as sales against calls made/received that were dispositioned as customer contacts</QXZ><BR></UL>
rt_state_report-show_results	Show results for the past XX hours	<QXZ>The number of hours to go back to, relative to the current time, when querying the database for log records to generate the call statistics with.  For example, entering "8" in this field means the report will only show statistics for calls handled in the last eight hours.</QXZ>
rt_state_report-target_rate	Target rate	<QXZ>If this parameter is used and the report type selected is one of the two "rate" reports, any state meeting or exceeding the target volume is automatically shaded the darkest color to signify it has met the target.</QXZ>
rt_state_report-target_volume	Target volume	<QXZ>If this parameter is used and the report type selected is one of the three "volume" reports, any state meeting or exceeding the target volume is automatically shaded the darkest color to signify it has met the target.</QXZ>
scheduled_callbacks_auto_reschedule	Scheduled Callbacks Auto Reschedule	<QXZ>This feature only affects ANYONE scheduled callbacks. If DAY_1 is used, it will automatically reschedule lead lead to be called back on the next calling day at thee same time they were called if the resulting disposition of the call was not a Human Answer -Y- status. The next calling day is determined by the Call Time that is set for the campaign. In the case of DAY_1, if tomorrow is not an allowed calling day, the system will look at the next day and then the next day until it finds the next allowable calling day to set the ANYONE scheduled callback for. There are up to 6 DAY options, then there are up to 3 WEEK options, then there are up to 6 MONTH options. Default is DISABLED.</QXZ>
scheduled_callbacks_timezones_container	Scheduled Callbacks Local Timezones	<QXZ>If set to something other than ---DISABLED---, the selected TIMEZONE_LIST type of Settings Container will be used to display a list of time zones in the Scheduled Callback panel of the agent screen that would be used to set the scheduled callback by one of those local times. A TIMEZONE_LIST type of Settings Container would need to be created that will contain one timezone per line with each line containing the 3-letter Country Code, the TimeZone Code, a Y or N for whether Daylight Saving Time is observed in that zone, and a short description of the time zone as you want it to appear to the agents. For example, for the Eastern United States time zone, you could put -USA,EST,Y,Eastern Time Zone-, without the dashes. To see a list of the available time zone combinations on your system, go to the Admin, System Settings page and click on the -Phone Codes- link on that page. Default is DISABLED, and the scheduled callbacks screen will use the agent server time to set callbacks.</QXZ>
user_stats-date_field	Date Fields	<QXZ>These fields are where you define the date range you want to see User Stats for. Default is today.</QXZ>
user_stats-call_status	Call Status	<QXZ>If you only want to see call logs on this page with a specific status, enter it here. Default is -blank- for disabled.</QXZ>
user_stats-search_archived_data	Search Archived Data	<QXZ>If your system has log archiving enabled, and you want to search within the archives for User log data, select this checkbox. Default is unchecked.</QXZ>
user_stats-agent_pause_logs	Agent Pause Logs	<QXZ>This report will show you the agent pauses with pause codes and pause time durations for the selected date range.</QXZ>
user_stats-agent_parked_call_logs	Agent Parked Call Logs	<QXZ>This report will show you the call details and durations for calls that this agent has parked on hold for the selected date range.</QXZ>
user_stats-agent_talk_time_and_status	Agent Talk Time and Status	<QXZ>This section will show you all of the total number of calls and call durations by status of inbound and outbound calls handled by this agent during the selected time range. This data is based upon call log data, not agent activity log data, which is separate and may not show the same call durations.</QXZ>
user_stats-agent_login_and_logout_time	Agent Login and Logout Time	<QXZ>This section will show you the Agent Screen Login and Logout events for this agent for the selected time range.</QXZ><BR><QXZ><U>EVENT</U> = Either a LOGIN or LOGOUT event, the agent logging into or out of the Agent Screen.</QXZ><BR><QXZ><U>DATE</U> = The date-time-stamp of the event.</QXZ><BR><QXZ><U>CAMPAIGN</U> = The campaign the agent was logging into or out of.</QXZ><BR><QXZ><U>GROUP</U> = The User Group of the agent at the time they logged in or out.</QXZ><BR><QXZ><U>SESSION</U> = The Session ID when the agent first logged in to that session.</QXZ><BR><QXZ><U>HOURS</U> = The time duration, in hours:minutes:seconds, of the agent session.</QXZ><BR><QXZ><U>SERVER</U> = The IP Address of the server that the agent logged into. For some LOGOUT events, this area may show that a manager force-logged-out the agent, with the user ID of the manager that forced the logout of the agent session.</QXZ><BR><QXZ><U>PHONE</U> = The phone account that the agent logged in with.</QXZ><BR><QXZ><U>COMPUTER</U> = The IP Address that the agent logged in from. If the server or agent are behind a seperated network, this IP Address may be for a network gateway device instead of the actual computer.</QXZ><BR><QXZ><U>PHONE LOGIN</U> = The Phone Login used when the agent logged into the agent screen. This may be different from the PHONE if Phone Aliases are in use on the system.</QXZ><BR><QXZ><U>PHONE IP</U> = If enabled on your system, this can show the IP address of the phone device that the agent connected to their session through.</QXZ>
user_stats-agent_webserver_url_logins	Agent Webserver and URL Logins	<QXZ>This section will show what web servers and URLs the agent was using at the time they logged in for the selected time range.</QXZ><BR><QXZ><U>DATE</U> = The date-time-stamp of the event.</QXZ><BR><QXZ><U>CAMPAIGN</U> = The campaign the agent was logging into or out of.</QXZ><BR><QXZ><U>GROUP</U> = The User Group of the agent at the time they logged in or out.</QXZ><BR><QXZ><U>DIALER SERVER</U> = The IP Address of the dialer (not web) server that the agent logged into.</QXZ><BR><QXZ><U>WEB SERVER</U> = The webserver/hostname gathered from the agent interface at the time the agent logged in.</QXZ><BR><QXZ><U>LOGIN URL</U> = The full URL of the agent interface where the agent logged in.</QXZ>
user_stats-timeclock_login_and_logout_time	Timeclock Login and Logout Time	<QXZ>This section will show the timeclock punch log for this User for the selected time range.</QXZ><BR><QXZ><U>ID EDIT</U> = This is the unique Timeclock punch ID number. If you are a manager with the ability to edit timeclock records then you can click on this ID number to see the record and modify the punch times and add comments to the punch record. If a punch record has been edited by a amanger or is a system forced logout, you will see a star next to the ID here.</QXZ><BR><QXZ><U>EVENT</U> = Either a LOGIN or LOGOUT event, the agent logging into or out of the Timeclock.</QXZ><BR><QXZ><U>DATE</U> = The date-time-stamp of the event.</QXZ><BR><QXZ><U>IP ADDRESS</U> = The IP Address that the agent logged in from. If the server or agent are behind a seperated network, this IP Address may be for a network gateway device instead of the actual computer.</QXZ><BR><QXZ><U>GROUP</U> = The User Group of the agent at the time they punched in or out of the timeclock.</QXZ><BR><QXZ><U>HOURS</U> = The time duration, in hours:minutes:seconds, of the timeclock session.</QXZ>
user_stats-closer_ingroup_selection_logs	Closer In-Group Selection Logs	<QXZ>This section will show the In-Groups, Email-Groups and Chat-Groups that the agent is set to receive calls from after they log into the agent screen.</QXZ><BR><QXZ><U>DATE TIME</U> = The date-time-stamp when the specific agent selection action was completed.</QXZ><BR><QXZ><U>CAMPAIGN</U> = The campaign the agent was logging into.</QXZ><BR><QXZ><U>BLEND</U> = Whether the agent was set to also take outbound calls during this sesstion, 1 = Yes, 2 = No.</QXZ><BR><QXZ><U>GROUPS</U> = The list of In-Groups, Email-Groups and Chat-Groups that the agent is set to receive calls from starting at this selection record time.</QXZ><BR><QXZ><U>MANAGER</U> = If a manager has used the Real-Time Report to modify the agent selected in-groups, the user ID of the manager will appear in this column.</QXZ>
user_stats-outbound_calls	Outbound Calls for this Time Period	<QXZ>This section will show the manual dial and auto-dial outbound calls handled by this agent during the selected time period, most recent call first.</QXZ><BR><QXZ><U>DATE TIME</U> = The date-time-stamp when the outbound call was initiated in the system.</QXZ><BR><QXZ><U>LENGTH</U> = The length of the outbound call in seconds.</QXZ><BR><QXZ><U>STATUS</U> = The status assigned to the call by the agent after the call was hung up.</QXZ><BR><QXZ><U>PHONE</U> = The phone number the call was placed to.</QXZ><BR><QXZ><U>CAMPAIGN</U> = The campaign the agent was logged into when the outbound call was placed.</QXZ><BR><QXZ><U>GROUP</U> = The User Group that the agent was a member of at the time the call was placed.</QXZ><BR><QXZ><U>LIST</U> = The List ID of the lead that was called at the time the call was placed.</QXZ><BR><QXZ><U>LEAD</U> = The Lead ID of the lead that was called. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.</QXZ><BR><QXZ><U>HANGUP REASON</U> = The reason the call was hung up, if the AGENT or CALLER hung up the call first.</QXZ>
user_stats-outbound_emails	Outbound Emails for this Time Period	<QXZ>This section will show the outbound emails sent through the Agent Screen in response to inbound emails that the agent has handled during the selected time period, most recent email first.</QXZ><BR><QXZ><U>DATE TIME</U> = The date-time-stamp when the outbound email was sent.</QXZ><BR><QXZ><U>CAMPAIGN</U> = The campaign the agent was logged into when the outbound call was placed.</QXZ><BR><QXZ><U>EMAIL TO</U> = The email address that the email was sent to.</QXZ><BR><QXZ><U>ATTACHMENTS</U> = A list of any attachments that the agent included in their reply email.</QXZ><BR><QXZ><U>LEAD</U> = The Lead ID of the lead that was emailed. You can click on this link to see more details about this lead, including past emails and the ability to modify lead information.</QXZ><BR><QXZ><U>MESSAGE</U> = The beginning of the message of the email that was sent.</QXZ>
user_stats-inbound_calls	Inbound Closer Calls for this Time Period	<QXZ>This section will show the inbound and closer-transferred calls handled by this agent during the selected time period, most recent call first.</QXZ><BR><QXZ><U>DATE TIME</U> = The date-time-stamp when the inbound call was received in the In-Group.</QXZ><BR><QXZ><U>LENGTH</U> = The length of the inbound call in seconds.</QXZ><BR><QXZ><U>STATUS</U> = The status assigned to the call by the agent after the call was hung up.</QXZ><BR><QXZ><U>PHONE</U> = The phone number the call was received from.</QXZ><BR><QXZ><U>IN-GROUP</U> = The In-Group the call was received into.</QXZ><BR><QXZ><U>WAIT</U> = The amount of time in seconds the customer had to wait before being sent to the agent.</QXZ><BR><QXZ><U>AGENT</U> = The amount of time in seconds the customer was on the phone with the agent.</QXZ><BR><QXZ><U>LIST</U> = The List ID of the lead that called in at the time of the call.</QXZ><BR><QXZ><U>LEAD</U> = The Lead ID of the lead that called in. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.</QXZ><BR><QXZ><U>HANGUP REASON</U> = The reason the call was hung up, if the AGENT or CALLER hung up the call first.</QXZ>
user_stats-agent_activity	Agent Activity for this time period	<QXZ>This section will show the agent screen logged-in activity for the selected time period, most recent activity first. Each record is started by a PAUSE action.</QXZ><BR><QXZ><U>DATE TIME</U> = The date-time-stamp when the agent started a new pause state.</QXZ><BR><QXZ><U>PAUSE</U> = The number of seconds the agent was in a paused state for this entry.</QXZ><BR><QXZ><U>WAIT</U> = The number of seconds the agent was waiting for a phone call for this entry. For outbound manual dial phone calls, this is the ring time before the call was answered.</QXZ><BR><QXZ><U>TALK</U> = The number of seconds the agent was in talking state for this entry.</QXZ><BR><QXZ><U>DISPO</U> = The number of seconds the agent was in the disposition screen for this entry.</QXZ><BR><QXZ><U>DEAD</U> = The number of seconds while in the talking state after which the customer had already hung up.</QXZ><BR><QXZ><U>CUSTOMER</U> = The number of seconds the agent was actually speaking to the customer.</QXZ><BR><QXZ><U>VISIBLE</U> = The number of seconds the agent screen was viewable since the last time it was hudden.</QXZ><BR><QXZ><U>HIDDEN</U> = The number of seconds the agent screen was hidden from the view of the agent since the last time it was visible.</QXZ><BR><QXZ><U>STATUS</U> = The status assigned to the call by the agent after the call was hung up.</QXZ><BR><QXZ><U>LEAD</U> = The Lead ID of the lead that was handled by the agent. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.</QXZ><BR><QXZ><U>TYPE</U> = The type of call handled by the agent during this activity record. -M- is manual dial outbound, -A- is auto-dial outbound, -I- is an inbound call, -E- is an inbound email and -C- is a website customer chat.</QXZ><BR><QXZ><U>CAMPAIGN</U> = The campaign the agent was logged into when this agent activity happened.</QXZ><BR><QXZ><U>PAUSE CODE</U> = The pause code selected or assigned to this agent activity record.</QXZ>
user_stats-recordings	Recordings for this Time Period	<QXZ>This section will show the call recordings made for this User during the selected time period, most recent recordings first.</QXZ><BR><QXZ><U>LEAD</U> = The Lead ID of the lead that was handled by the agent during this call recording. You can click on this link to see more details about this lead, including past calls, recordings and the ability to modify lead information.</QXZ><BR><QXZ><U>DATE TIME</U> = The date-time-stamp when the call recording was started.</QXZ><BR><QXZ><U>SECONDS</U> = The length in seconds of the call recording.</QXZ><BR><QXZ><U>RECID</U> = The unique recording ID in the system for this call recording.</QXZ><BR><QXZ><U>FILENAME</U> = The file name of the call recording, without the suffix extension at the end.</QXZ><BR><QXZ><U>LOCATION</U> = The URL or web address of the recording. This link may be able to be clicked on to download or listen to the call recording, depending on how your system is set up.</QXZ><BR><QXZ><U>MUTE</U> = If recording muting is allowed on your system, this will show the number of times during the call recording that muting was enabled, if any.</QXZ>
user_stats-manual_calls	Manual Outbound Calls for this Time Period	<QXZ>This section will show the manual dial phone calls placed by the agent, including 3way calls, during the selected time period, most recent call first.</QXZ><BR><QXZ><U>DATE TIME</U> = The date-time-stamp when the outbound call was initiated by the agent.</QXZ><BR><QXZ><U>CALL TYPE</U> = The type of phone call placed.</QXZ><BR><QXZ><U>SERVER</U> = The IP Address of the server that the agent placed the call from.</QXZ><BR><QXZ><U>PHONE</U> = The phone number the call was placed to.</QXZ><BR><QXZ><U>DIALED</U> = The dial string the call was placed using.</QXZ><BR><QXZ><U>LEAD</U> = The Lead ID of the lead that was called. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.</QXZ><BR><QXZ><U>CALLERID</U> = The outbound Caller ID Number that was used when the call was placed.</QXZ><BR><QXZ><U>ALIAS</U> = If a Phone Alias was selected by the user when the call was placed, it will be shown here.</QXZ><BR><QXZ><U>PRESET</U> = If a Preset number was selected by the user when the call was placed, it will be shown here.</QXZ><BR><QXZ><U>C3HU</U> = If the call was a 3way call, and the customer hung up before either of the other two parties, the amount of time the customer was in the call will be shown here.</QXZ>
user_stats-lead_searches	Lead Searches for this Time Period	<QXZ>This section will show the agent screen lead searches conducted by the agent during this time period, most recent search first.</QXZ><BR><QXZ><U>DATE TIME</U> = The date-time-stamp when the lead search was conducted by the agent.</QXZ><BR><QXZ><U>TYPE</U> = The type of search that was conducted.</QXZ><BR><QXZ><U>RESULTS</U> = The number of matches that were returned to the agent by the system for the search.</QXZ><BR><QXZ><U>SEC</U> = The number of seconds the search took for the system to process before returning results.</QXZ><BR><QXZ><U>QUERY</U> = The search query as run by the system.</QXZ>
user_stats-preview_skips	Preview Lead Skips for this Time Period	<QXZ>This section will show the previewed leads that were skipped by the agent during this time period, most recent skips first.</QXZ><BR><QXZ><U>DATE TIME</U> = The date-time-stamp when the previewed lead was skipped by the agent.</QXZ><BR><QXZ><U>LEAD</U> = The Lead ID of the lead that was skipped. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.</QXZ><BR><QXZ><U>STATUS</U> = The status of the lead that was skipped.</QXZ><BR><QXZ><U>COUNT</U> = The called count of the lead that was skipped.</QXZ><BR><QXZ><U>CAMPAIGN</U> = The campaign the agent was logged into when this previewed lead was skipped.</QXZ>
user_stats-switch_leads	Agent Lead Switches for this Time Period	<QXZ>This section will show the Agent Lead Switches that happened during the selected time period, a lead switch is when an inbound call goes to the agent, the agent searches for a lead in the system and they select another lead to tie their current call to. Most recent lead switch is shown first.</QXZ><BR><QXZ><U>DATE TIME</U> = The date-time-stamp when the lead was switched by the agent.</QXZ><BR><QXZ><U>FROM LEAD ID</U> = The Lead ID of the lead that the agent started the call with. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.</QXZ><BR><QXZ><U>TO LEAD ID</U> = The Lead ID of the lead that the agent switched the call to during the call. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.</QXZ><BR><QXZ><U>CALL ID</U> = The original Call ID in the system before the Lead ID was switched.</QXZ><BR><QXZ><U>UNIQUEID</U> = The phone system uniqieid of the call that had its lead switched.</QXZ><BR><QXZ><U>PHONE</U> = The phone number of the lead that was switched.</QXZ><BR><QXZ><U>CAMPAIGN</U> = The campaign the agent was logged into when they switched the lead.</QXZ>
user_stats-pause_code_approvals	Manager Pause Code Approvals for this Time Period	<QXZ>This section will show the agent pause code approvals that this Manager User approved during the selected time period, only for pause codes that require manager approval, most recent approvals first.</QXZ><BR><QXZ><U>DATE TIME</U> = The date-time-stamp when the agent pause code was approved by this user.</QXZ><BR><QXZ><U>AGENT</U> = The User ID of the agent that had their pause code approved.</QXZ><BR><QXZ><U>AGENT USER GROUP</U> = The User Group of the agent at the time that they had their pause code approved.</QXZ><BR><QXZ><U>CAMPAIGN</U> = The campaign the agent was logged into when they had their pause code approved.</QXZ><BR><QXZ><U>PAUSE CODE</U> = The pause code that was approved.</QXZ>
3way_press_log	3-Way Press Log Report	<QXZ>This report will display the logs of the 3-way phone calls that are placed to outside-users from the agent screen as detailed in the AGENT_3WAY_PRESS-1_CALLS.txt document. These calls require the outside-agent to press -1- on their phone to accept the transfer before they can speak to the agent and customer. You can search by date range and filter by agent user and-or outside-user-phone_number. The outside-user call records shown in black are successful transfer calls, while the records shown in red are unsuccessful outside-agent calls. These records include both single 3-way phone calls and multi-3-way phone calls. As for the events shown in the Results column, here is what they mean:</QXZ><BR><QXZ><U>Started</U> = All calls will have this event, it simply means the outside-user call was launched.</QXZ><BR><QXZ><U>Answered</U> = The outside-user call was answered.</QXZ><BR><QXZ><U>Accepted</U> = The outside-user pressed -1- to accept the call.</QXZ><BR><QXZ><U>Reserved</U> = The agent screen approves of the outside-user call and prepares for the transfer.</QXZ><BR><QXZ><U>Transfer</U> = The outside-user call is transferred to the agent and customer.</QXZ><BR><QXZ><U>Declined</U> = The outside-user call did not press -1- to accept the call.</QXZ><BR><QXZ><U>Too Slow</U> = Multi-Call Only, The outside-user did press -1- to accept the call, but another outside-user pressed -1- before them.</QXZ><BR><QXZ><U>Defeated</U> = Multi-Call Only, another outside-user pressed -1- before them, so this call was hung up.</QXZ><BR><QXZ><U>Hungup</U> = Either the call timed out or another outside-user pressed -1- before them, so this call was hung up.</QXZ>
khomp_quick_stats	Khomp Quick Stats Report	<QXZ>This report will show some quick statistics using the Khomp processing logs, comparing the last hour of activity to the same time period from a previous day. <br>PROCESSED CALLS are calls that the KHOMP system analysed. <br>PROC SEC is the amount of time in seconds that it took to authenticate and query the KHOMP server for each processed phone call. <br>The purpose of this report is to see if there are vast differences between the current day and previous days, and if there are, you can contact your system administrator to see if there is a problem.</QXZ>
