In call center dialer you have different ways of using your multiple carrier or Trunk. Simply you can create multiple carrier and set your prefixes and while dialing use different prefix to dial to use different trunk.
In other ways you can have multiple trunk and use randomly. However this method is use as “fail over” trunk, to ensure more reliability of your system being able to dial out no matter what destination you dial. This is more useful when some provider are not giving you A2Z route.
To use multilple and random trunk use the example dial plan below:
You are using AsteriskNow / Elastix / Free PBX / Trixbox CE or other IP – PBX using Asterisk with Free PBX front End
You have already our SIP Registration Details In hand.
On Free PBX you will find the PBX menu on the web GUI. Click on PBX Tab , your PBX will load. On the Left hand side you will get Trunks , Click there you be taken to Trunk Page. Now Add a SIP Trunk .
You will Get an Interface which ask you the configuration that our Sales Team has given you.
Call Center Operator please note this is just configuring your connectivity and has nothing to do with Queue or Call Center module on Elastix. However , to run your call center module you will need SIP Trunk Pre configured to send and receive calls.
In Most of the cases our customer buys an Inbound DID with outbound facility that why you will see the DID in this Example. This is same as bellow:
Now please enter peer detials as shown here:
The only thing is left is the registration string. To Register your dialer or IP -PBX , we have given you a username and password. Please enter it in the format as shown bellow:
This layman graph of a complex network gives you a easy insight of Internet Telephony system or IP-PBX System.
Centrally you have the IP-PBX running on server. The server centrally communicates with Hard or Soft SIP phones and communicates with gateways. SIP Phones is industry standard phone system are having GNU licenses for use completely free of cost. It’s an open standard and communicates with Microsoft and Cisco and all major proprietary vendors.
In an IP-PBX SIP Phones are available in two forms Hardware and software. Hardware based SIP phones looks and behaves just like a traditional phone.
Software based phone installs alike a computer program in a computer and uses head phones, now days it is even available in all smart phones and it’s completely free to use. The IP-PBX needs to place a call in an external number and it does so by a VOIP gateway. VoIP Gateway digitize traffic from standard PSTN (Public Switch Telephone Network such BT) Lines so that it can travel in a Computer network.
It is always recommended to have a redundant VoIP gateway, so that you have a redundant line to call the outer world. You can also use VoIP provider, which handle digital traffic at their end and transfer the traffic to you.
Benefits of VOIP phone System:
First of all a VOIP phone system can give you a substantial savings in your phone bill. Its cheaper to call any destination. Businesses with multiple offices can between them completely free of cost. Calling on mobile phones is also cheaper.
VoIP Phone system is much cheaper to buy and much easier to extend. The best point it you are boss of yours, and you can eliminate vendor locking.
The most significant benefit of using a VoIP phone system allows you to increases the productivity of employees. VoIP System increases productivity of employees.It gives them ability to work from home. VoIP gives you mobility, with VOIP PBX is no longer tied to the desk. You can make or receive a call even if you are at home or in the road. VOIP makes telewalking much easier.
VoIP miraculously increases productivity of your staff; they can launch calls from Microsoft outlook and log the call in the CRM. IT also gives advance phone feature like call conferencing, call forwarding. It can also eliminate telephone tag; it lets you know if your colleague is available or not.
Research done by Sage Research Inc has shown that efficient use of phone system could save your business several working hours time you employ. So if you have 20 employee and roughly 5 hours per week could save you 100 hours which means you 12 or more employees working for your company a whole working day.
And the benefit for your Administrator is also huge. Administration is web based and you can do it more easily than your Big BOX phone system with dozens colorful wires tied you up several days just to discover where and what has gone wrong. Also training up you new employee how to use your phone system is lot more easily.
Cisco commissioned a report which is also done by SAGE research. IT has revealed that it could save 2 hour per employee. The image shows, it’s about 5 hours less spending on the administrative purpose.
Hope this give you reason to make your decision to use IP –PBX right away right now , Please call 0203 286 3589.
When you click on the CAMPAIGNS link at the top of the admin.php screen you will enter the Campaigns section, which appears with an orange sub-menu at the top of the screen. This starts with a full listing of every [VICIDIAL / VICIDIALNOW / GOAUTODIAL] campaign in the system with its campaign ID, name, active state, dial statuses and links to modification pages.
There are also several sub-menus in the Campaigns section that will show links to several campaign- specific options: Statuses, HotKeys, Lead Recycling, Auto-Alt-Dialing, Pause Codes and List Mix. We will first look at adding a new campaign.
How to do Add a New Campaign
You can get to the Add Campaign screen by clicking on the “ADD CAMPAIGN” link at the top of the CAMPAIGNS section. As with most [VICIDIAL / VICIDIALNOW / GOAUTODIAL] add-new-record forms, this one is shorter and doesn’t offer all options until the new record is submitted to save space and duplication. When adding a new campaign you must make sure that you set the campaign ID and campaign name or the submission will not be accepted. Also, please make sure that the campaign ID you have chosen does not have any spaces or punctuation, only letters or numbers. Once you create a campaign you will not be able to change that campaign ID unless you delete the campaign and re-create it again with a different campaign ID. You cannot have duplicate campaign IDs in the system, and campaign IDs must be between 2 and 8 characters in length.
How to do Copy a Campaign
This page will allow you to copy all of an existing campaign’s settings into a new campaign. You just need to enter a new Campaign ID, Campaign name and a source campaign to take the other settings from.
How to do Modify Campaigns
(screen shot of the Modify Campaign screen available in the Appendix)
At the top of the Campaign Modification screen you will see the options to go to a Basic View, Detailed View and Real-time Campaign screen. The Basic version will have fewer options than the Detail screen, and you can block a manager’s access to the Detail screen through user-level permissions. Real-time will take you to a different screen that will show a real time summary of
Campaign statistics including number of agents, what servers they are on and other important campaign statistics for the day. If you cannot get to the “Detail View” section of the campaign modification
screen, you need to go to the USER modification screen for your user ID and change the Campaign
Detail setting to “1”.
Campaign ID – This is the short name of the campaign, it is not editable after initial submission, cannot contain spaces or other punctuation and must be between 2 and 8 characters in length.
Campaign Name – This is the description of the campaign, it must be between 6 and 40 characters in length.
Campaign Description – This is a memo field for the campaign, it is optional and can be a maximum of 255 characters in length.
Campaign Change Date – This is the last time that the settings for this campaign were modified.
Campaign Login Date – This is the last time that an agent was logged into this campaign.
Active – This is where you set the campaign to Active or Inactive. If Inactive, no agents can log into it.
Park Extension – This is where you can customize the on-hold music for [VICIDIAL / VICIDIALNOW / GOAUTODIAL]. Make sure the extension is in place in the extensions.conf and that it points to the filename below. You can leave this field blank.
Park File Name – This is where you can customize the on-hold music for [VICIDIAL / VICIDIALNOW / GOAUTODIAL]. Make sure the filename is 10 characters in length or less and that the file is in place in the /var/lib/asterisk/sounds directory. You can leave this field blank.
Web Form – This is where you can set the custom web page that will be opened when the user clicks on the WEB FORM button. This link can have query string items on the end of it but it is not required(http://www.abc.com/link.php?test=1). Most of the fields available to the agent are submitted through the query string to the web page you have defined in this field. The “web form” address can
use custom variables just like the Script functionality can. To activate custom variables in the web form you just need to put “VAR” at the front of the URL, for example:
If you will be adding an agent WEB VAR to the web form you can do so using –A–web_var–B–. in the following example the agent variable is used to log the agent into an HTTP-authenticated website without prompting them for a username and password. The WEB VAR used is “test@pass” and the web form string that you would put in would look something like this:
The agent web variables can be set per campaign and per in-group in the Modify User section for each user.
Web Form Target – If you are using multi-framed browser screens, then you might want to use this field to define what frame the web form will appear in when the user clicks on the WEB FORM button.
Allow Closers – This is where you can set whether the users of this campaign will have the option to send the call to a local or internal [VICIDIAL / VICIDIALNOW / GOAUTODIAL] closer. Setting this to Y will make the Allowed Closers section appear at the bottom of the Campaign options screen upon submit. If this is set to N then there will be no options to transfer a call to another agent on the [VICIDIAL / VICIDIALNOW / GOAUTODIAL] system
Allow Inbound and Blended – This is where you can set whether the users of this campaign will have the option to take calls from inbound sources like [VICIDIAL / VICIDIALNOW / GOAUTODIAL] fronters and calls coming in from an outside line. Setting this to Y will make the Allowed In-Groups section appear at the bottom of the Campaign options screen upon submit. If this option is set to N then the agents logged into this campaign cannot take inbound calls in any way.
Dial Statuses – This is where you set the statuses that you are wanting to dial on within the lists that are active for the campaign. You can select over 50 statuses to dial on for each campaign if you need. If
you want to remove one, simply click the DELETE link next to that status, if you want to add one, select it from the “Ad a Dial Status” menu and click on the ADD link.
List Order – This menu is where you select how the leads that match the statuses selected above will be put in the lead hopper:
– DOWN: select the first leads loaded into the [VICIDIAL / VICIDIALNOW / GOAUTODIAL]_list table
– UP: select the last leads loaded into the [VICIDIAL / VICIDIALNOW / GOAUTODIAL]_list table
– UP PHONE: select the highest phone number and works its way down
– DOWN PHONE: select the lowest phone number and works its way up
– UP LAST NAME: starts with last names starting with Z and works its way down
– DOWN LAST NAME: starts with last names starting with A and works its way up
– UP COUNT: starts with most called leads and works its way down
– DOWN COUNT: starts with least called leads and works its way up
– 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
– 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
– 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
– DOWN COUNT 5th NEW: starts with least called leads and works its way up inserting a NEW lead in every fifth lead. Must NOT have NEW selected in the dial statuses
– DOWN COUNT 6th NEW: starts with least called leads and works its way up inserting a NEW lead in every sixth lead. Must NOT have NEW selected in the dial statuses
List Mix – 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. By Default, List Mix is disabled and will not function until your administrator activates List Mix functionality on the server.
Lead Filter – 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 adding leads to the hopper accidentally with the slightest alteration to the SQL statement. Default is NONE. To see more information on the specific Lead Filter that has been selected just click on the linked “Lead Filter”.
Hopper Level – This is how many leads the AST_VDhopper script tries to keep in the [VICIDIAL / VICIDIALNOW / GOAUTODIAL]_hopper table for this campaign. If running AST_VDhopper script every minute(which is the default), you should make this slightly greater than the number of leads you go through in two minutes.
Force Reset of Hopper – This allows you to wipe out the hopper contents upon form submission. It should be filled again when the AST_VDhopper script runs, which by default is every minute.
Dial Method – 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. If INBOUND_MAN then the auto_dial_level should be locked at 1 and no outbound automated calls will be placed. This dial method allows for agentss to dial Manually through a list while still being able to receive inbound phone calls. 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 first half of the shift(as defined by call_time selected for campaign) and gets more strict as the shift goes on. ADAPT_AVERAGE tries to maintain an average or the dropped percentage not imposing hard limits as aggressively as the other two methods.
Auto Dial Level – This is where you set how many lines [VICIDIAL / VICIDIALNOW / GOAUTODIAL] should use per active agent. zero 0 means auto dialing is off and the agents will click to dial each number. Otherwise [VICIDIAL / VICIDIALNOW / GOAUTODIAL] 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. If you are using any of the ADAPT_ dial methods then you cannot change this field unless you change it to RATIO. To the right of the auto dial level menu you will see the ADAPT OVERRIDE checkbox, which allows you to force a new dial level even if the dial method is in an ADAPT mode. This is useful if there is a dramatic shift in the contact rate of the leads that you are dialing and you want to drastically change the dial_level manually.
Available Only Tally – 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, so only READY agents will have calls dialed for them. Default is N.
Drop Percentage Limit – 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, INBOUND_MAN or RATIO. The maximum allowable dropped-to-human-answered calls ratio percentage according to the United States FTP regulations is 3%.
Maximum Adapt Dial Level – 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.
Latest Server Time – 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.
Adapt Intensity Modifier – 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(auto dial level) 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. For example, if the dialer calculates that an optimal dial level would be 2.0 it is currently at 1.0 and the intensity modifier is set to -10, then the dialer would adjust to set the dial level to only 1.9. Default is 0. This field is not used by the MANUAL or RATIO dial methods.
Dial Level Difference Target – 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. If you are having problems keeping your drop level down, it often helps to set this to -1. Default is 0. This field is not used by the MANUAL or RATIO dial methods.
Concurrent Transfers – This setting is used to define the number of calls that can be sent to agents at the same time. What this means is that if the concurrent transfer setting is set to 5, then the most recent five customer-connected calls can be sent immediately to agents without waiting for the first connected call to be sent to an agent. This feature does not have much of an effect on efficiency when used in a small setup, but when you get up to 100 agents and higher it can have a dramatic effect, especially
when you can have 20 customers answering calls within the same second. It is recommended that this setting is left at AUTO. This field is not used by the MANUAL dial method.
Queue Priority – This setting is used to define the order in which the calls from this outbound campaign should be sent to agents in relation to the inbound calls if this campaign is in blended mode. Default for outbound is 50 and default for inbound-groups is 0, so by default outbound calls will be sent to agents before inbound calls if both are waiting.
Auto Alt-Number Dialing – This setting is used to automatically dial alternate number fields for a lead while dialing in the RATIO and ADAPT dial methods when there is no contact at the main phone number. To enable auto alt-number dialing you need to set this field to ALT_ONLY, ADDR3_ONLY or ALT_AND_ADDR3 and set your desired statuses in the Auto alt number dialing statuses section at the bottom of the Campaign Detail screen, usually the NA, B, DC and N statuses are what is used for this. 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.
Next Agent Call – This determines which agent receives the next call that is available:
– random: orders by the random update value in the [VICIDIAL / VICIDIALNOW / GOAUTODIAL]_live_agents table
– 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.
– oldest_call_finish: orders by the last time an agent finished a call. AKA agent waiting longest receives first call.
– overall_user_level: orders by the user_level of the agent as defined in the [VICIDIAL / VICIDIALNOW / GOAUTODIAL]_users table a higher user_level will receive more calls.
– campaign_rank: orders by the rank given to the agent for the campaign. Highest to Lowest.
– fewest_calls: orders by the number of calls received by an agent for that specific inbound group. Least calls first.
Local Call Time – 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. To see more information on the Call Time that has been selected just click on the linked “Local Call Time”. For more information on call time restrictions, look in the Regulations for the USA section of this manual.
Dial Timeout – If defined, calls that would normally hangup after the timeout defined in your dialplan (extensions.conf) would instead timeout at this amount of seconds if it is less than the dialplan 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 Voice mail calls you may want to try changing this value to between 19-26 and see if results improve. USA FTC Safe-Harbor regulations require at least 15 seconds of ring time on business to consumer calls( which they consider to be four rings).
Dial Prefix – 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 dialplan(extensions.conf). For no dial prefix you should put only an X in this field.
Omit Phone Code – This field allows you to leave out the phone_code field while dialing within [VICIDIAL / VICIDIALNOW / GOAUTODIAL]. 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 dialplan extensions.conf to place calls instead of 44 then 10 digits. Default is N.
Campaign CallerID – 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
0000000000. 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 by your carrier, 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 [VICIDIAL / VICIDIALNOW / GOAUTODIAL] 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. If your Asterisk server is running Asterisk@Home, Trixbox or FreePBX, you may have issues with sending a callerID properly, if you run into problems you should contact your system administrator. USA FTC regulations require the sending of a valid callerID number on outbound business to consumer calls.
Campaign VDAD extension – This field allows for a custom VDAD transfer extension. This allows you to use different call handling methods depending upon your campaign.
– 8364 – same as 8368
– 8365 – Will send the call only to an agent on the same server as the call is on
– 8366 – Used for press-1 and survey campaigns
– 8367 – Will try to first send the call to an agent on the local server, then it will look on other servers
– 8368 – DEFAULT – Will send the call to the next available agent no matter what server they are on
– 8369 – Used for Answering Machine Detection after that, same behavior as 8368
– 8373 – Used for Answering Machine Detection after that same behavior as 8366
Campaign Rec extension – This field allows for a custom recording extension to be used with [VICIDIAL / VICIDIALNOW / GOAUTODIAL]. This allows you to use different extensions depending upon how long you want to allow a maximum recording and what type of codec(audio compression) 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. By default, recordings only last for one hour, if you want them to last longer you will need to have your System Administrator set the timeout on recordings to a higher number.
Campaign Recording – This menu allows you to choose what level of recording is allowed on this campaign. NEVER will disable all 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.
Campaign Rec Filename – This field allows you to customize the name of the recording when Campaign recording is ONDEMAND or ALLCALLS. The allowed variables are CAMPAIGN CUSTPHONE FULLDATE TINYDATE EPOCH AGENT. 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. 50 char max. It is best not to have any spaces or wild card characters in this field.
Recording Delay – 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. You may want to use this set at 10 to reduce on the number of recordings of very short calls where there is an Answering Machine or the desired person is not available. Using this can also greatly reduce the load on your server.
Campaign Script – This menu allows you to choose the script that will appear on the agents’ screens for this campaign. Select NONE to show no script for this campaign. To see more information on the Script that has been selected just click on the linked “Script”.
Get Call Launch – This menu allows you to choose whether you want to auto-launch the WEBFORM page in a separate window, auto-switch to the SCRIPT tab or do nothing(NONE) when a call is sent to the agent for this campaign.
Answering Machine Message – This field is for entering in an extension to blind transfer calls to when the agent gets an answering machine and clicks on the Answering Machine Message button in the transfer-conference frame. You or your system administrator must set this exten up in the dialplan(extensions.conf) and make sure it plays an audio file then hangs up.
AMD send to vm exten – This menu allows you to define whether a message is left on an answering machine when it is detected. the call will be immediately forwarded to the Answering-Machine- Message extension if AMD is active and it is determined that the call is an answering machine.
Transfer-Conf Numbers and DTMF – These four fields allow for you to have two sets of Transfer- Conference Number and DTMF presets. When the call or campaign is loaded, the [VICIDIAL / VICIDIALNOW / GOAUTODIAL].php script will show two links(D1 and D2) on the transfer-conference frame and auto-populate the number-to-dial and the send-dtmf fields when clicked-on. If you want to allow for Consultative Transfers, a [VICIDIAL / VICIDIALNOW / GOAUTODIAL] fronter agent to a [VICIDIAL / VICIDIALNOW / GOAUTODIAL] closer Agent, you can place CXFER as one of the number-to-dial presets
and the proper dialstring will be sent to do a Local Consultative Transfer, 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 a [VICIDIAL / VICIDIALNOW / GOAUTODIAL] AGI script for logging or an IVR, then place AXFER in the number-to-dial field. You can also specify an custom extension after the AXFER or CXFER, for instance if you want to do Internal Consultative transfers you would put CXFER90009 in the number-to-dial field.
CPD AMD Action – 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 for Answering Machine or AFAX for Fax Machine) 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.
Agent Alt Num Dialing – This option allows an agent to manually dial the alternate phone number or address3 field after the main number has been called. This works in both manual dial and auto dial mode.
Scheduled Callbacks – 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. For this option to work, the agents in the campaign must also have their [VICIDIAL / VICIDIALNOW / GOAUTODIAL] user option for scheduled callbacks enabled. If you want the agents in this campaign to have USERONLY callbacks, where they can reserve a callback for only themselves, their [VICIDIAL / VICIDIALNOW / GOAUTODIAL] user options for Agent only callbacks should be enabled.
Drop Call Seconds – 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. To comply with the USA FTC Safe-Harbor regulations for business to consumer calls we recommend that you set this to 5 seconds at most.
Drop Call Action – 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.
Voicemail – If defined, calls that would normally DROP would instead be directed to this voicemail box to hear and leave a message.
Safe Harbor Message – If set to Y will play a message to customer after the Drop Call Seconds timeout is reached without being transferred to an agent. This setting will override sending to a voicemail box if this is set to Y. Must set to Y to be in compliance with USA FTC safe-harbor regulations on business to consumer calls.
Safe Harbor Exten – This is the dialplan extension that the desired Safe Harbor audio file is located at on your server.
Drop Transfer Group – If Drop Action is set to IN_GROUP, the call will be sent to this inbound group if it reaches Drop Call Seconds.
Wrapup Seconds – 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. There is also a link on the Wrapup screen for the agent to be able to override the wrapup timer and move on to the next call.
Wrapup Message – This is a campaign-specific message to be displayed on the wrapup screen if wrapup seconds is set.
Use Internal DNC List – This defines whether this campaign is to filter leads against the Internal DNC list, and insert leads into the DNC list if they are dispositioned as DNC by an agent in this campaign. 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.
Use Campaign DNC List – This defines whether this campaign is to filter leads against the DNC list that exists only for this campaign, and insert leads into the campaign-specific DNC list if they are dispositioned as DNC by an agent in this campaign. 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.
Agent Pause Codes Active – Allows agents to select a pause code when they click on the PAUSE button in [VICIDIAL / VICIDIALNOW / GOAUTODIAL].php. Pause codes are definable per campaign at the bottom of the campaign view detail screen and they are stored in the [VICIDIAL / VICIDIALNOW / GOAUTODIAL]_agent_log table. FORCE will force the agents to choose a PAUSE code if they click on the PAUSE button. Default is N.
Campaign Stats Refresh – This checkbox will allow you to force a [VICIDIAL / VICIDIALNOW / GOAUTODIAL] stats refresh, even if the campaign is not active. The [VICIDIAL / VICIDIALNOW / GOAUTODIAL] stats are shown on the campaign real-time report(AST_timeonVDADall.php).
Disable Alter Customer Data – If set to Y, does not change any of the customer data record when an agent dispositions the call even if they have altered customer information. Default is N.
Disable Alter Customer Phone Number – If set to Y, The customer phone number will be displayed in a non-editable text field on the agent screen. Default is N.
Agent Display Queue Count – 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.
Allow No-Hopper-Leads Logins – 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.
Manual Dial List ID – The default list_id to be used when an agent placces a manual call and a new lead record is created in [VICIDIAL / VICIDIALNOW / GOAUTODIAL]_list. Default is 999. This field can contain digits only.
Manual Dial Filter – 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.
Agent Screen Clipboard Copy – 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.
3-Way Call Outbound CallerID – 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.
3-Way Call Dial Prefix – 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.
Group Alias Allowed – 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.
Default Group Alias – 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.
Agent Screen Extended Alt Dial – This feature is currently not active
Vtiger Search Category – 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 [VICIDIAL / VICIDIALNOW / GOAUTODIAL] 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
Vtiger Create Call Record – 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.
Vtiger Create Lead Record – 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.
Vtiger Screen Login – 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 [VICIDIAL / VICIDIALNOW / GOAUTODIAL]. Default is Y.
Allowed Inbound Groups – 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.
Default Transfer Group – 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.
Allowed Transfer Groups – 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.
Lists With in This Campaign
This section will show you all of the lists that are assigned to this campaign. You can see the list ID, name, description, number of leads in the list, whether the list is active and what date and time the last call was placed from the list. Also in this section is the ability to set lists to active and inactive in bulk by checking or unchecking the checkbox in each list record and then clicking on the SUBMIT ACTIVE LIST CHANGES button.
Dialable Leads and Leads in the Hopper
There is a tally of the dialable leads in this campaign as well as a count of the total number of leads in the hopper. Also, below those lines is a link to see what leads are in the hopper. That report shows you more detail information on the leads in the hopper including the called count, status, phone number state and other information.
Campaign Ranks and Call Counts
There is a section in the Basic View for Campaigns at the bottom of the screen that shows the ranks for all agents for a campaign and the number of calls that each agent has taken in that campaign for the
Campaign-Specific Custom Statuses
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 the “Selectable” field defines whether it shows up in the [VICIDIAL / VICIDIALNOW / GOAUTODIAL].php client screen as a disposition. In this section of the Campaign Modification Detail screen you can add new Custom Statuses one at a time or remove existing ones by clicking on the DELETE link next to the status listing.
Through the use of custom campaign hotkeys, agents that use the [VICIDIAL / VICIDIALNOW / GOAUTODIAL] web-client can hangup and disposition calls just by pressing a single numeric key on their keyboard. You need to choose a number
1 through 9 and then select a status for that hotkey. Hotkeys are reloaded by the [VICIDIAL / VICIDIALNOW / GOAUTODIAL] client when the agent logs into a campaign.
There are two special HotKey options that you can use in conjunction with Alternate Phone number dialing i it is enabled for a campaign, ALTPH2 – Alternate Phone Hot Dial and ADDR3—–Address3
Hot Dial allow an agent to use a hotkey to hangup their call, stay on the same lead, and dial another contact number from that lead.
Campaign Lead Recycling
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. This feature is only recommended for Busy or “B” status leads. This feature is not intended to be used with settings of several days. When a lead’s recycling target time hits it will be put into the dial hopper first before any other leads that would be put into the hopper regardless of how the lead order is set for the campaign.
Auto Alt-Number Dialing Statuses
If the Auto Alt-Number Dialing field is set to anything but NONE, 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.
Agent 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
[VICIDIAL / VICIDIALNOW / GOAUTODIAL] 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. You can see statistics on Agent pause code time in the Agent Performance Detail report.
The campaign survey section is used to configure Survey or Press-1 type campaigns. It should be noted that if you are calling consumers in the USA with this type of calling, that it will be illegal as of September 1, 2009 if you do not get expressed written consent from the consumers that you are calling in this way. For more information on this see the Regulations section of this manual.
Tutorial G goes over how to set up a Survey-type campaign. Here is an overview of all of the fields in the Survey section of the Campaign screen:
Survey First Audio File – This is the audio filename that is played as soon as the customer picks up the phone when running a survey campaign
Survey DTMF Digits – 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*#
Survey Not Interested Digit – This field is where you define the customer digit pressed that will show they are Not Interested.
Survey Not Interested Status – 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 [VICIDIAL / VICIDIALNOW / GOAUTODIAL] internal DNC list and possibly the campaign-specific DNC list.
Survey Opt-in Audio File – 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.
Survey Not Interested Audio File – 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.
Survey Method – 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.
Survey No-Response Action – 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. If the customer does not press a digit and the No-Response action is set to OPTIN, they will be sent on to an agent after the timeout. If they do not pres a digit and the No-Response action is set to OPTOUT,
then the customer will be hung up.
Survey Response Digit Map – This is the section where you can define a description to go with each dtmf digit option that the customer may select.
Survey Xfer Extension – If the Survey Method of EXTENSION is selected then the customer call would be directed to this dialplan extension.
Survey Campaign Recording Directory – 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.
Campaign List Mix
Campaign List Mix is a feature that is not enabled by default, Your administrator needs to activate it on the server before you can use it. The basic idea behind List Mix is to be able to define the leads that
you want to dial with a high degree of control. You can define a set of statuses in a single list to take a percentage of the leads to dial out of and then take another percentage of leads from another set of statuses in another list. You can then have the leads called in order of priority, mixed evenly or called randomly from the selected groups. The issues that come up with using List Mix are that you must have a clear idea of what leads you have available and keep on top of what you are dialing or you may run
out of a specific groups of leads and you would be dialing leads that are not in the percentage mix that you wanted.
Logout All Agents From a Campaign
This link at the bottom of the page allows you to immediately logout all agents from the campaign without them knowing it and will stop all sending of calls to agents(until they login again). Use this feature with caution. This feature does not properly log their logout time and it for use only after a shift is supposed to have ended and agents have forgotten to log out, or if you must stop dialing on a campaign immediately.
If the option is enabled, a manager can go to the bottom of a campaign modification record and click on the “DELETE THIS CAMPAIGN” link to remove a campaign from the system. This is a two-step process to prevent accidental deletion. Once the link is clicked on, the page will load again with a confirmation link at the top of the screen. You must click on the second “DELETE THIS
CAMPAIGN” link to remove the campaign from the system.
There are several included Realtime and Summary/History reports for statistics on [VICIDIAL / VICIDIALNOW / GOAUTODIAL] Campaigns accessible through the administration web pages. More information on those reports is covered in later chapters of this manual.
Real-time Campaign Stats
From the Campaign Modification screen you can click on the Real-time link at the top of the page you will see a real-time campaign screen that will show various statistics for the day like the number of dialable leads, leads in the hopper, dropped calls, etc… There are also more server-specific Real-time reports that will be mentioned later in this manual.
Historical and Summary Campaign Reports
From the REPORTS tab of the administration web pages there are links to the VDAD OUTBOUND, CLOSER INBOUND and AGENT reports which all allow you to see summary data on the calling for a specific day for a specific campaign.