Technologies information: VICIDIAL Call Center Suite

Call Center Suite

ABOUT US

VICIDIAL is a set of programs that are designed to interact with the Asterisk Open-Source PBX Phone system to act as a complete inbound/outbound call center suite.
The agent interface is an interactive set of web pages that work through a web browser to give real-time information and functionality with nothing more than an internet browser on the client computer.
The management interface is also web-based and offers the ability to view many real-time and summary reports as well as many detailed campaign and agent options and settings.
VICIDIAL can function as an ACD for inbound calls or for Closer calls coming from VICIDIAL outbound fronters and even allows for remote agents logging in from remote locations as well as remote agents that may only have a phone.
There are currently over 1000 installations of VICIDIAL in production in over 60 countries around the world, some with over 300 agent seats and several with multiple locations.
The software suite also includes a from-scratch software installation document, full English and Spanish versions of the web-clients and admin pages(and functional versions of several other languages), and is designed to work with an Asterisk system that has Zap/DAHDI(T1/E1/PSTN) telco lines or VOIP(IAX or SIP) trunks and many different kinds of softphones and hardphones. This group of applications is designed to run on top of almost any version of Asterisk so no messing around with the Asterisk source code is necessary(not compatible with Asterisk 1.6). For more information see the system requirements at the bottom of the page.

MAJOR VICIDIAL FEATURES

Inbound, Outbound and Blended call handling
Outbound agent-controlled, broadcast and predictive dialing
Full USA FTC-compliance capability
Web-based agent and administrative interfaces
Ability to have agents operate remotely
Integrated call recording
Three-Way calling within the agent application
Scheduled Callbacks: Agent-Only and Anyone
Web-configurable IVRs and Voicemail boxes
Scalable to hundreds of seats
Ability to use standard Telco lines and VOIP trunks
Open-Source AGPLv2 licensed, with no software licensing cost

FULL FEATURES LIST

Ability for an agent to call clients in succession from a database through a web-client
Ability to display a script for the agent to read with fields like name, address, etc. filled-in
Ability to set a campaign to auto-dial and send live calls to available agents
Ability to dial predictively in a campaign with an adaptive dialing algorithm
Ability to dial on a single campaign across multiple Asterisk servers, or multiple campaigns on a single server
Ability to transfer calls with customer data to a closer/verifier on the local system or a remote Asterisk server
Ability to open a custom web page with user data from the call, per campaign
Ability to autodial campaigns to start with a simple IVR then direct to agent
Ability to broadcast dial to customers with a pre-recorded message
Ability to park the customer with custom music per campaign
Ability to send a dropped call to a voicemail box, queue or extension per campaign if no agent is available
Ability to set outbound CallerID per campaign or per list
Ability to take inbound calls gathering CallerID
Ability to function as an ACD for inbound and fronter/closer verification calls
Ability to have an agent take both inbound and outbound calls in one session(blended)
Ability to start and stop recording an agent's calls at any time
Ability to automatically record all calls
Ability to manually or automatically call upto two other customer numbers for the same lead
Automatically dial unlimited alternate numbers per customer until you get an answer
Ability to schedule a callback with a customer as either any-agent or agent-specific
Ability in Manual dial mode to preview leads before dialing
Ability for agents to be logged in remotely anywhere with just a phone and a web browser
Faster hangup and dispositioning of calls with one key press (HotKeys)
Definable Agent Wrapup-time per campaign
Ability to add custom call dispositions per campaign
Ability to use custom database queries in campaign dialing
Recycling of specified status calls at a specified interval without resetting a list
Dialing with custom TimeZone restrictions including per state and per day-of-the-week
Dialing with Answering Machine Detection, also playing a message for AM calls
Multiple campaigns and lead-lists are possible
Option of a drop timer with safe-harbor message for FTC compliance
Variable drop call percentage when dialing predictively for FTC compliance
System-wide and per-campaign DNC lists that can optionally be activated per campaign
All calls are logged and statuses of calls are logged as well as agent time breakdowns
Load Balancing of call across multiple inbound or outbound Asterisk servers is possible
Agent phone login balancing and failover across multiple ViciDial servers
Several real-time and summary reports available
Real-time campaign display screens
3rd party conferencing(with DTMF macros and number presets)
3rd party blind call transfer
3rd party conferencing with agent drop-off
Custom Music-On-Hold and agent alert sound for inbound calls
Estimated hold time, place in line, overflow queues and several other inbound-only features
Skills-based ranking and call routing per inbound group(queues) and campaign
Queue Prioritization per campaign and inbound group
Single agent call queueing
Ability to set user levels and permissions for certain features and campaigns
Ability for managers to listen-in on agent conversations
Ability for managers to enter conversations with agents and customers
Ability for managers to change the selected queues for an agent
Ability for agents to select a Pause Code when they are not active
Ability for agents to control volume levels and mute themselves
Ability for agents to view the statuses of other agents on the system
Ability for agents to view details for calls in queue that the agent is selected to take calls from
Ability for agents to select and click to take calls in queue from their agent screen
Agent shift enforcement by day and time, defined per user group
Full QueueMetrics-compatible call logging, inbound and outbound
Several Vtiger integration features: user-sync, account-sync, data interconnection
Full integration with Sangoma Call Progress Detection(CDP) for better Answering Machine Detection(AMD)
Multi-function web-based agent API allowing for control of agent sessions including click-to-dial outside of the agent screen
Lead import web-based API
Web-based data export utilities
Separate Time-clock application to track user work time
Web-based administration
DID, phone and carrier trunk provisioning through the web interface
Client web-app web pages available in English, Spanish, Greek, German, French, Italian, Polish, Portuguese, Brazilian Portuguese, Slovak, Russian, Dutch, Swedish and Traditional Chinese.
Admin web pages available in English, Spanish, Greek, German, Italian, French and Brazilian Portuguese.

REQUIRES

The server elements require an

Asterisk server(any version before Asterisk 1.6),
Zap,IAX or SIP trunks and SIP/IAX/Zap phones,
MySQL 4.0 or greater database server (local or remote),
Apache and PHP 4.0 or greater (local or remote),
Perl with a Net::Telnet,
Time::HiRes,
Net::MySQL modules loaded.
We recommend using -Firefox 1.0.6 or greater for the web-clients, but they will also run on InternetExplorer 6+, Mozilla 1.7+, Netscape 8+ and Opera 8.5+. - License: AGPLv2
Client Computer with Firefox or other compatible web browser installed
Asterisk server with proper software installed
astGUIclient must be installed with the Asterisk Central Queue System(ACQS) running

APPORACH

This system is dependant on a MySQL server acting as the storage place of all data and settings for the system. This was done so that it would be very scalable and flexible. This application draws on a lot of the core scripting inside of the astGUIclient suite of applications and was built with flexibility in mind. We have used VICIDIAL for over two years now on up to 120 seats at once across 6 separate Asterisk servers all using the same MySQL server and dialing on the same campaign. It is important to keep in mind that because VICIDIAL uses Asterisk meetme rooms for it's dialing that the Asterisk server will see an increased load as compared to a simple Zap/SIP-only calls.

USER

User ID - This field is where you put the VICIDIAL users ID number, can be up to 8 digits in length, Must be at least 2 characters in length.
Password - This field is where you put the VICIDIAL users password. Must be at least 2 characters in length.
Full Name - This field is where you put the VICIDIAL users full name. Must be at least 2 characters in length.
User Level - This menu is where you select the VICIDIAL users user level. Must be a level of 1 to log into VICIDIAL, Must be level greater than 2 to log in as a closer, Must be user level 8 or greater to get into admin web section.
User Group - This menu is where you select the VICIDIAL users group that this user will belong to. This does not have any restrictions at this time, this is just to subdivide users and allow for future features based upon it.
Phone Login - Here is where you can set a default phone login value for when the user logs into vicidial.php. This value will populate the phone_login automatically when the user logs in with their user-pass-campaign in the vicidial.php login screen.
Phone Pass - Here is where you can set a default phone pass value for when the user logs into vicidial.php. This value will populate the phone_pass automatically when the user logs in with their user-pass-campaign in the vicidial.php login screen.
Active - This field defines whether the user is active in the system and can use VICIDIAL resources. Default is Y
Email, User Code and Territory - These are optional fields.
Hot Keys Active - This option if set to 1 allows the user to use the Hot Keys quick-dispositioning function in vicidial.php.
Agent Choose Ingroups - 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.
Agent Choose Territories - 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.
Scheduled Callbacks - 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.
Agent-Only Callbacks - 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.
Agent Call Manual - 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 vicidial screen and puts that call into their session. Use this option with caution.
Vicidial Recording - This option can prevent an agent from doing any recordings after they log in to vicidial. This option must be on for vicidial to follow the campaign recording session.
Vicidial Transfers - This option can prevent an agent from opening the transfer - conference session of vicidial. If this is disabled, the agent cannot third party call or blind transfer any calls.
Closer Default Blended - This option simply defaults the Blended checkbox on a CLOSER login screen.
VICIDIAL Recording Override - 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 recude system load.
Agent Shift Enforcement Override - 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.
Alert Enabled - This field shows whether the agent has web browser alerts enabled for when calls come into their vicidial.php session. Default is 0 for NO.
Allow Alerts - This field gives you the ability to allow agent browser alerts to be enabled by the agent for when calls come into their vicidial.php session. Default is 0 for NO.
Campaign Ranks - 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.
Inbound Groups - 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.
Agent Alter Customer Data Override - 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.
Agent Alter Customer Phone Override - 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.
Custom User Fields - 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.
Alter Agent Interface Options - This option if set to 1 allows the administrative user to modify the Agents interface options in admin.php.
Delete Users - This option if set to 1 allows the user to delete other users of equal or lesser user level from the system.
Delete User Groups - This option if set to 1 allows the user to delete user groups from the system.
Delete Lists - This option if set to 1 allows the user to delete vicidial lists from the system.
Delete Campaigns - This option if set to 1 allows the user to delete vicidial campaigns from the system.
Delete In-Groups - This option if set to 1 allows the user to delete vicidial In-Groups from the system.
Delete Remote Agents - This option if set to 1 allows the user to delete vicidial remote agents from the system.
Load Leads - This option if set to 1 allows the user to load vicidial leads into the vicidial_list table by way of the web based lead loader.
Campaign Detail - This option if set to 1 allows the user to view and modify the campaign detail screen elements.
AGC Admin Access - This option if set to 1 allows the user to login to the astGUIclient admin pages.
AGC Delete Phones - This option if set to 1 allows the user to delete phone entries in the astGUIclient admin pages.
Delete Scripts - This option if set to 1 allows the user to delete Campaign scripts in the script modification screen.
Modify Leads - This option if set to 1 allows the user to modify leads in the admin section lead search results page.
Change Agent Campaign - 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.
Delete Filters - This option allows the user to be able to delete vicidial lead filters from the system.
Delete Call Times - This option allows the user to be able to delete vicidial call times records and vicidial state call times records from the system.
Modify Call Times - This option allows the user to view and modify the call times and state call times records. A user doesn't need this option enabled if they only need to change the call times option on the campaigns screen.
Modify Sections - 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.
View Reports - This option allows the user to view the VICIDIAL reports.
Add Timeclock Log Record - This option allows the user to add records to the timeclock log.
Modify Timeclock Log Record - This option allows the user to modify records in the timeclock log.
Delete Timeclock Log Record - This option allows the user to delete records in the timeclock log.
Agent API Access - This option allows the account to be used with the vicidial agent API commands.
Manager Shift Enforcement Override - 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.
Download Lists - 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.
Export Reports - This setting if set to 1 will allow a manager to access the export call reports on the REPORTS screen. Default is 0. For the Export Calls Report, the following field order is used for exports:
call_date, phone_number, 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
Delete From DNC Lists - This setting if set to 1 will allow a manager to remove phone numbers from the DNC lists in the VICIDIAL system.

VICIDIAL_CAMPAIGNS TABLE

Campaign ID - 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.
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 in any way.
Last Campaign Login Date - This is the last time that an agent was logged into this campaign.
Last Campaign Call Date - This is the last time that a call was handled by an agent logged into this campaign.
Campaign Stats Refresh - This checkbox will allow you to force a vicidial stats refresh, even if the campaign is not active.
Active - This is where you set the campaign to Active or Inactive. If Inactive, noone can log into it.
Park Extension - This is where you can customize the on-hold music for VICIDIAL. Make sure the extension is in place in the extensions.conf and that it points to the filename below.
Park File Name - This is where you can customize the on-hold music for VICIDIAL. 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.
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. 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.
Web Form Target- 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.
Allow Closers - This is where you can set whether the users of this campaign will have the option to send the call to a closer.
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.
Allow Inbound and Blended - 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.
Dial Status - 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.

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_list table
- UP: select the last leads loaded into the vicidial_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
- RANDOM: Randomly grabs lead within the statuses and lists defined
- UP LAST CALL TIME: Sorts by the newest local call time for the leads
- DOWN LAST CALL TIME: Sorts by the oldest local call time for the leads
- UP RANK: Starts with the highest rank and works its way down
- DOWN RANK: Starts with the lowest rank and works its way up
- UP OWNER: Starts with owners beginning with Z and works its way down
- DOWN OWNER: Starts with owners beginning with A and works its way up
- UP TIMEZONE: Starts with Eastern timezones and works West
- DOWN TIMEZONE: Starts with Western timezones and works East

Hopper Level - This is how many leads the VDhopper script tries to keep in the vicidial_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.

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 dialing accidentally with the slightest alteration to the SQL statement. Default is NONE.

Drop Lockout Time - 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.

Force Reset of Hopper - This allows you to wipe out the hopper contents upon form submission. It should be filled again when the VDhopper script runs.

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. 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. 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.

Auto Dial Level - This is where you set how many lines VICIDIAL should use per active agent. zero 0 means auto dialing is off and the agents will click to dial each number. Otherwise VICIDIAL 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.

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. 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 or RATIO.

Maximum Adapt Dial Level - This field is where you set the limit of the limit to the numbr 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 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.

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. 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. 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 answered in relation to the inbound calls if this campaign is in blended mode.

Multiple Campaign Drop Rate Group - 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.

Auto Alt-Number Dialing - 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 NA, B, DC and N statuses. 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.

Dial Timeout - 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.

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

Answering Machine Message - 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.

WaitForSilence Options - If Wait For Silence is desired on calls that are detected as Answering Machines then this field has those options. There are two settings separated by a comma, the first option is how long to detect silence in milliseconds and the second option is for how many times to detect that before playing the message. Default is EMPTY for disabled. A standard value for this would be wait for 2 seconds of silence twice: 2000,2

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.

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 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.

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.

Drop 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

Safe Harbor Exten - This is the dial plan extension that the desired Safe Harbor audio file is located at on your server.

Voicemail - If defined, calls that would normally DROP would instead be directed to this voicemail box to hear and leave a message.

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.

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.

No Hopper Dialing - 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.

Owner Only Dialing - 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.

List Order 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.

List Mix ID - ID of the list mix. Must be from 2-20 characters in length with no spaces or other special punctuation.

List Mix Name - Descriptive name of the list mix. Must be from 2-50 characters in length.

List Mix Detail - 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.

List Mix Method - 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.

Agent Screen Extended Alt Dial - 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 VICIDIAL for phone numbers beyond the main phone number. The Extended phone numbers can be dialed automatically using the Auto-Alt-Dial feature in VICIDIAL 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.

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*#. All options except for the Not Interested, Third and Fourth digit options will move on to the Survey Method call path.

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 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.

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.

Survey Third Digit - This allows for a third call path if the Third digit as defined in this field is pressed by the customer.

Survey Fourth Digit - This allows for a fourth call path if the Fourth digit as defined in this field is pressed by the customer.

Survey Third Audio File - This is the third audio file to be played upon the selection by the customer of the Third Digit option.

Survey Third Status - This is the third status used for the call upon the selection by the customer of the Third Digit option.

Survey Third Extension - 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.

Agent Display Dialable Leads - 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.

Next Agent Call - This determines which agent receives the next call that is available:
- random: orders by the random update value in the vicidial_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_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.
- longest_wait_time: orders by the amount of time agent has been actively waiting for a call.

Local Call Time - This is where you set during which hours you would like to dial, as determined by the local time in the are 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.

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 dial plan - extensions.conf.

Omit Phone Code - This field allows you to leave out the phone_code field while dialing within VICIDIAL. 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.

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 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 VICIDIAL 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.

Campaign Rec extension - This field allows for a custom recording extension to be used with VICIDIAL. 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 upto one hour. Another option included in the examples is 8310 which will record in GSM format for upto one hour.

Campaign Recording - 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 recude 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.

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.

Campaign Script - 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.

Get Call Launch - 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 tab or do nothing when a call is sent to the agent for this campaign.

Xfer-Conf DTMF - These four fields allow for you to have two sets of Transfer Conference and DTMF presets. When the call or campaign is loaded, the vicidial.php script 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-ViciDial 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 a VICIDIAL 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, 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.

Quick Transfer Button - 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.

PrePopulate Transfer Preset - 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.

Timer Action - 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.

Timer Action Message - This is the message that appears on the agent screen at the time the Timer Action is triggered.

Timer Action Seconds - 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.

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.

Wrap Up 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.

Wrap Up Message - This is a campaign-specific message to be displayed on the wrap up screen if wrap up seconds is set.

Use Internal DNC List - 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.

Use Campaign DNC List - 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.

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.

Agent Pause Codes Active - Allows agents to select a pause code when they click on the PAUSE button in vicidial.php. Pause codes are definable per campaign at the bottom of the campaign view detail screen and they are stored in the vicidial_agent_log table. Default is N. FORCE will force the agents to choose a PAUSE code if they click on the PAUSE button.

Disable Alter Customer Data - If set to Y, does not change any of the customer data record when an agent dispositions the call. Default is N.

Disable Alter Customer Phone - 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.

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.

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_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.

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 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.

Vtiger Search Dead Accounts - 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.

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. 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.

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. Default is Y. The NEW_WINDOW option will open a new window upon login to the VICIDIAL agent screen.

Vtiger Status Call - 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 VICIDIAL call after it has been dispositioned. Default is N.

CRM Popup Login - If set to Y, the CRM Popup Address is used to open a new window on agent login to this campaign. Default is N.

CRM Popup Address - 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.

Start Call URL - 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. The Start URL does not work for Manual dial calls. Default is blank.

Dispo Call URL - 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 and talk_time 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. This URL can NOT be a relative path. Default is blank.

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 View Calls in Queue - 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.

View Calls in Queue Launch - 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.

Agent Grab Calls in Queue - 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.

Agent Call Re-Queue Button - 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.

Agent Pause After Each Call - This option if set to Y will pause the agent after every call automatically. Default is N.

VICIDIAL_LISTS TABLE

List ID - 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 100.

List Name - This is the description of the list, it must be between 2 and 20 characters in length.

List Description - This is the memo field for the list, it is optional.

List Change Date - This is the last time that the settings for this list were modified in any way.

List Last Call Date - This is the last time that lead was dialed from this list.

Campaign - This is the campaign that this list belongs to. A list can only be dialed on a single campaign at one time.

Active - This defines whether the list is to be dialed on or not.

Reset Lead-Called-Status for this list - 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.

Reset Times - 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.

Agent Script Override - 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.

Campaign CID Override - 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.

Answering Machine Message Override - 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.

Drop Inbound Group Override - 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.

Xfer-Conf Number Override - These five fields allow for you to override the Transfer Conference number presets when the lead is from this list. Default is blank.

VICIDIAL DNC List - 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.

VICIDIAL_INBOUND_GROUPS TABLE

Group ID - 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.

Group Name - This is the description of the group, it must be between 2 and 30 characters in length. Cannot include dashes, plusses or spaces .

Group Color - This is the color that displays in the VICIDIAL client app when a call comes in on this group. It must be between 2 and 7 characters long. If this is a hex color definition you must remember to put a # at the beginning of the string or VICIDIAL will not work properly.

Active - This determines whether this group show up in the selection box when a VICIDIAL agent logs in.

Web Form - This is the custom address that clicking on the WEB FORM button in VICIDIAL will take you to for calls that come in on this group.

Next Agent Call - This determines which agent receives the next call that is available:
- random: orders by the random update value in the vicidial_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_users table a higher user_level will receive more calls.
- inbound_group_rank: orders by the rank given to the agent for the specific inbound group. Highest to Lowest.
- fewest_calls: orders by the number of calls received by an agent for that specific inbound group. Least calls first.
- campaign_rank: orders by the rank given to the agent for the campaign. Highest to Lowest.
- fewest_calls_campaign: orders by the number of calls received by an agent for the campaign. Least calls first.
- longest_wait_time: orders by the amount of time agent has been actively waiting for a call.

Queue Priority - 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.
Fronter Display - This field determines whether the inbound VICIDIAL agent would have the fronter name - if there is one - displayed in the Status field when the call comes to the agent.

Campaign Script - 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.

Get Call Launch - 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 tab or do nothing when a call is sent to the agent for this campaign.

Xfer-Conf DTMF - These four fields allow for you to have two sets of Transfer Conference and DTMF presets. When the call or campaign is loaded, the vicidial.php script 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-ViciDial 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 a VICIDIAL 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, 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.

Timer Action - 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.

Timer Action Message - This is the message that appears on the agent screen at the time the Timer Action is triggered.

Timer Action Seconds - 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.

Drop Call Seconds - The number of seconds a call will stay in queue before being considered a DROP.

Drop 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.

Drop Exten - 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.

Voicemail - If Drop Action is set to VOICEMAIL, the call DROP would instead be directed to this voicemail box to hear and leave a message.

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.

Call Time - 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.

After Hours Action - 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, MESSASGE will play the file in the After Hours Message Filenam 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.

After Hours Message Filename - The audio file located on the server to be played if the Action is set to MESSAGE. Default is vm-goodbye

After Hours Extension - The dialplan extension to send the call to if the Action is set to EXTENSION. Default is 8300.

After Hours Voicemail - The voicemail box to send the call to if the Action is set to VOICEMAIL.

After Hours Transfer Group - 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.

No Agents No Queueing - If this field is set to Y 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. Default is N.

No Agent No Queue Action - 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.

No Agent No Queue Action Value - This is the value for the Action above. Default is nbdy-avail-to-take-call|vm-goodbye.

Welcome Message Filename - 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.

Play Welcome Message - 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.

Music On Hold Context - The music on hold context to use when the customer is placed on hold. Default is default.

On Hold Prompt Filename - 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.

On Hold Prompt Interval - 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.

Play Place in Line - This defines whether the caller will hear their place in line when they enter the queue as well as when they hear the announcemend. Default is N.

Play Estimated Hold Time - 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.

Hold Time Option - 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.

Hold Time Option Seconds - 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.

Hold Time Option Extension - 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.

Hold Time Option Voicemail - 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.

Hold Time Option Transfer In-Group - 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.

Hold Time Option Callback Filename - If Hold Time Option is set to CALLERID_CALLBACK, this is the filename prompt that is played before the call is logged as a new lead to the list ID specified below if the estimated hold time exceeds the Hold Time Option Seconds.

Hold Time Option Callback List ID - 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.

Agent Alert Filename - 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.

Agent Alert Delay - 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.

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.

In-Group Recording Override - This field allows for the overriding of the campaign call recording setting. This setting can be overridden by the vicidial_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.

In-Group Recording Filename - This field will override the Campaign Recording Filenaming Scheme unless it is set to NONE. 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. Default is NONE.

Hold Recall Transfer In-Group - 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.

No Delay Call Route - 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.

Stats Percent of Calls Answered Within X seconds - 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.

Start Call URL - 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.

Dispo Call URL - 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 and talk_time 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. Default is blank.

Default Group Alias - 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.

VICIDIAL_INBOUND_DIDS TABLE

DID Extension - 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 allos you to send any call that does not match any other existing patterns to the default DID.

DID Description - This is the description of the DID routing entry.

DID Active - This the field where you set the DID entry to active or not. Default is Y.

DID Route - 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 a VICIDIAL 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.

Extension - 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.

Extension Context - If EXTEN is selected as the DID Route, then this is the dialplan context that calls will be sent to. Default is default.

Voicemail Box - If VOICEMAIL is selected as the DID Route, then this is the voicemail box that calls will be sent to. Default is empty.

Phone Extension - If PHONE is selected as the DID Route, then this is the phone extension that calls will be sent to.

Phone Server IP - If PHONE is selected as the DID Route, then this is the server IP for the phone extension that calls will be sent to.

Call Menu - If CALLMENU is selected as the DID Route, then this is the Call Menu that calls will be sent to.

User Agent - If AGENT is selected as the DID Route, then this is the VICIDIAL Agent that calls will be sent to.

User Unavailable Action - If AGENT is selected as the DID Route, and the user is not logged in or available, then this is the route that the calls will take.

User Route Settings In-Group - 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.

In-Group ID - If IN_GROUP is selected as the DID Route, then this is the In-Group that calls will be sent to.

In-Group Call Handle Method - 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 VICIDIAL 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.

In-Group Agent Search Method - 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.

In-Group List ID - 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.

In-Group Campaign ID - 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.

In-Group Phone Code - If IN_GROUP is selected as the DID Route, then this is the Phone Code used if a new lead is created.

VICIDIAL_CALL MENU TABLE

Menu ID - 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.

Menu Name - This field is the descriptive name for the call menu.

Menu Prompt - This field contains the file name of the audio prompt to play at the beginning of this menu. You can enter multiple propmts in this field and the other prompt fields by separating them with a pipe character.

Menu Timeout - 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.

Menu Timeout Prompt - 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.

Menu Invalid Prompt - 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.

Menu Repeat - 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.

Menu Time Check - 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.

Call Time ID - This is the Call Time ID that will be used to restrict calling times if the Menu Time Check option is enabled.

Track Calls in Real-Time Report - 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.

Tracking Group - 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.

Option Value - 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.

Option Description - This field is where you can describe the option, this description will be put into the dialplan as a comment above the option.

Option Route - 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 mesage will be played. For AGI, the Route Value needs to be the agi script and any values taht need to be passed to it.

Option Route Value - This field is where you enter the value that defines where in the selected Option Route that the call is to be directed to.

Option Route Value Context - This field is optional and only used for EXTENSION Option Routes.

Custom Dilplan Entry - This field allows you to enter in any dialplan elements that you want for the Call Menu.

VICIDIAL_REMOTE_AGENTS TABLE

User ID Start - This is the starting User ID that is used when the remote agent entries are inserted into 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 VICIDIAL 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.

Number of Lines - 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.

Server IP - A remote agent entry is only good for one specific server, here is where you select which server you want.

External Extension - 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.

Status - 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.

Campaign - 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.

Inbound Groups - Here is where you select the inbound groups you want to receive calls from if you have selected the CLOSER campaign.

VICIDIAL_CAMPAIGN_LISTS

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.

VICIDIAL_CAMPAIGN_STATUSES TABLE

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 VICIDIAL 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 catogy that can be used for statistical analysis.

VICIDIAL_CAMPAIGN_HOTKEYS TABLE

Through the use of custom campaign hot keys, agents that use the vicidial 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.

VICIDIAL_LEAD_RECYCLE TABLE

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.

VICIDIAL AUTO ALT DIAL STATUSES

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.

VICIDIAL 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 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.

VICIDIAL_USER_GROUPS TABLE

User Group - This is the short name of a Vicidial User group, try not to use any spaces or punctuation for this field. max 20 characters, minimum of 2 characters.
Group Name - This is the description of the vicidial user group max of 40 characters.
Force Timeclock Login - This option allows you to not let an agent log in to the VICIDIAL 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.
Shift Enforcement - 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.
Group Shifts - This is a selectable list of shifts that can restrict the agents login time on the system.
Allowed Campaigns - 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.
Agent Status Viewable Groups - 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.
Agent Status View Time - 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.

VICIDIAL_SCRIPTS TABLE

Script ID - This is the short name of a Vicidial Script. This needs to be a unique identifier. Try not to use any spaces or punctuation for this field. max 10 characters, minimum of 2 characters.
Script Name - This is the title of a Vicidial 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 theis field.
Script Comments - This is where you can place comments for a Vicidial Script such as -changed to free upgrade on Sept 23-. max 255 characters, minimum of 2 characters.
Script Text - This is where you place the content of a Vicidial 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. For example, this sentence would print the persons name in it----

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?

This would read----

Hello, can I speak with John Doe please? Well hello Mr. Doe how are you today?

You can also use an iframe to load a separate window within the SCRIPT tab, here is an example with prepopulated variables:
<iframe src="http://astguiclient.sf.net/test_VICIDIAL_output.php?lead_id=--A--lead_id--B--&vendor_id=--A--vendor_lead_code--B--&list_id=--A--list_id--B--&gmt_offset_now=--A--gmt_offset_now--B--&phone_code=--A--phone_code--B--&phone_number=--A--phone_number--B--&title=--A--title--B--&first_name=--A--first_name--B--&middle_initial=--A--middle_initial--B--&last_name=--A--last_name--B--&address1=--A--address1--B--&address2=--A--address2--B--&address3=--A--address3--B--&city=--A--city--B--&state=--A--state--B--&province=--A--province--B--&postal_code=--A--postal_code--B--&country_code=--A--country_code--B--&gender=--A--gender--B--&date_of_birth=--A--date_of_birth--B--&alt_phone=--A--alt_phone--B--&email=--A--email--B--&security_phrase=--A--security_phrase--B--&comments=--A--comments--B--&user=--A--user--B--&campaign=--A--campaign--B--&phone_login=--A--phone_login--B--&fronter=--A--fronter--B--&closer=--A--user--B--&group=--A--group--B--&channel_group=--A--group--B--&SQLdate=--A--SQLdate--B--&epoch=--A--epoch--B--&uniqueid=--A--uniqueid--B--&customer_zap_channel=--A--customer_zap_channel--B--&server_ip=--A--server_ip--B--&SIPexten=--A--SIPexten--B--&session_id=--A--session_id--B--&dialed_number=--A--dialed_number--B--&dialed_label=--A--dialed_label--B--&rank=--A--rank--B--&owner=--A--owner--B--&phone=--A--phone--B--&camp_script=--A--camp_script--B--&in_script=--A--in_script--B--&script_width=--A--script_width--B--&script_height=--A--script_height--B--&recording_filename=--A--recording_filename--B--&recording_id=--A--recording_id--B--&" 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"> </iframe>

Active - This determines whether this script can be selected to be used by a campaign.

VICIDIAL_LEAD_FILTERS TABLE

Filter ID - This is the short name of a Vicidial Lead Filter. This needs to be a unique identifier. Do not use any spaces or punctuation for this field. max 10 characters, minimum of 2 characters.
Filter Name - This is a more descriptive name of the Filter. This is a short summary of the filter. max 30 characters, minimum of 2 characters.
Filter Comments - This is where you can place comments for a Vicidial Filter such as -calls all California leads-. max 255 characters, minimum of 2 characters.
Filter SQL - 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 -.

VICIDIAL_CALL TIMES TABLE

Call Time ID - This is the short name of a Vicidial 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.
Call Time Name - 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.
Call Time Comments - This is where you can place comments for a Vicidial Call Time Definition such as -10am to 4pm with extra call state restrictions-. max 255 characters.
Default Start and Stop Times - 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.
Weekday Start and Stop Times - 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.
State Call Time Definitions - This is the list of State specific call time definitions that are followed in this Call Time Definition.
State Call Time State - 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.

VICIDIAL_SHIFTS TABLE

Shift ID - This is the short name of a Vicidial 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.
Shift Name - 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.
Shift Start Time - 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.
Shift Length - 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.
Shift Weekdays - In this section you should choose the days of the week that this shift is active.
Audio Store - This utility allows you to upload audio files to the web server so that they can be distributed to all of the ViciDial servers in a multi-server cluster. An important note, only two audio file types will work, .wav files that are PCM 16bit 8k and .gsm files that are 8bit 8k. Please verify that your files are properly formatted before uploading them here.

VICIDIAL_MUSIC_ON_HOLD TABLE

Music On Hold ID - 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.
Music On Hold Name - 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-vicidial.conf file. max 255 characters, minimum of 2 characters.
Active - This option allows you to set the Music On Hold entry to active or inactive. Inactive will remove the entry from the conf files.
Random Order - 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.
Filename - 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.

VICIDIAL_TTS_PROMPTS TABLE

TTS ID - 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.
TTS Name - 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.
Active - This option allows you to set the TTS entry to active or inactive.
TTS Text - 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, <break time='1000ms'/> for a 1 second break. You can also use several variables such as first name, last name and title as ViciDial variables just like you do in a Script: --A--first_name--B--. 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

VICIDIAL_VOICEMAIL TABLE

Voicemail ID - 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.
Name - This is name associated with this voicemail box. max 100 characters, minimum of 2 characters.
Password - 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.
Active - 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.
Email - 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.
Delete Voicemail After Email - This optional setting allows you to have the voicemail messages deleted from the system after they have been emailed out. Default is N.

VICIDIAL LIST LOADER FUNCTIONALITY

The VICIDIAL 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 vicidial_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:

   1. Vendor Lead Code - shows up in the Vendor ID field of the GUI
   2. Source Code - internal use only for admins and DBAs
   3. List ID - the list number that these leads will show up under
   4. Phone Code - the prefix for the phone number - 1 for US, 01144 for UK, 01161 for AUS, etc
   5. Phone Number - must be at least 8 digits long
   6. Title - title of the customer - Mr. Ms. Mrs, etc...
   7. First Name
   8. Middle Initial
   9. Last Name
10. Address Line 1
11. Address Line 2
12. Address Line 3
13. City
14. State - limited to 2 characters
15. Province
16. Postal Code
17. Country
18. Gender
19. Date of Birth
20. Alternate Phone Number
21. Email Address
22. Security Phrase
23. Comments

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 gampaign 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.

PHONES TABLE

Phone extension - 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 make sure you use the full phones name: IAX2/IAXphone1@IAXphone1 would be IAXphone1@IAXphone1. For Zap phones make sure you put the full channel: Zap/25-1 would be 25-1. Another note, make sure you set the Protocol below correctly for your type of phone.

Dial Plan Number - 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

Voicemail Box - 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.

Outbound CallerID - 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.

Phone IP address - This field is for the phone's IP address if it is a VOIP phone. This is an optional field

Computer IP address - This field is for the user's computer IP address. This is an optional field

Server IP - This menu is where you select which server the phone is active on.

Login - The login used for the phone user to login to the client applications.

Password - The password used for the phone user to login to the 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 Conf File Secret field further down on this page.

Status - 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.

Active Account - Whether the phone is active to put it in the list in the GUI client.

Phone Type - Purely for administrative notes.

Full Name - Used by the GUIclient in the list of active phones.

Company - Purely for administrative notes.

Phones Email - The email address associated with this phone entry. This is used for voicemail settings.
Delete Voicemail After Email - This optional setting allows you to have the voicemail messages deleted from the system after they have been emailed out. Default is N.

Picture - Not yet Implemented.

New Messages - Number of new voicemail messages for this phone on the Asterisk server.

Old Messages - Number of old voicemail messages for this phone on the Asterisk server.

Client Protocol - The protocol that the phone uses to connect to the Asterisk server: SIP, IAX2, Zap . Also, there is EXTERNAL for remote dial numbers or speed dial numbers that you want to list as phones.

Local GMT - 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 VICIDIAL campaign to accurately display the time and customer time.

Phone Ring Timeout - 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.

Manager Login - This is the login that the GUI clients for this phone will use to access the Database where the server data resides.

Manager Secret - This is the password that the GUI clients for this phone will use to access the Database where the server data resides.

VICIDIAL Default User - This is to place a default value in the VICIDIAL user field whenever this phone user opens the astVICIDIAL client app. Leave blank for no user.

VICIDIAL Default Pass - This is to place a default value in the VICIDIAL password field whenever this phone user opens the astVICIDIAL client app. Leave blank for no pass.

VICIDIAL Default Campaign - This is to place a default value in the VICIDIAL campaign field whenever this phone user opens the astVICIDIAL client app. Leave blank for no campaign.

Park Exten - This is the default Parking extension for the client apps. Verify that a different one works before you change this.

Conf Exten - This is the default Conference park extension for the client apps. Verify that a different one works before you change this.

VICIDIAL Park Exten - This is the default Parking extension for VICIDIAL client app. Verify that a different one works before you change this.

VICIDIAL Park File - This is the default VICIDIAL park extension file name for the client apps. Verify that a different one works before you change this. limited to 10 characters.

Monitor Prefix - 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.

Recording Exten - 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.

VMAIL Main Exten - This is the dial plan extension going to check your voicemail. verify with extensions.conf file before changing.

VMAIL Dump Exten - This is the dial plan prefix used to send calls directly to a user's voicemail from a live call in the astGUIclient app. verify with extensions.conf file before changing.

Exten Context - This is the dial plan context that the agent applications, like ViciDial, primarily use. 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.

Phone Context - 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.

Conf File Secret - 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.

DTMF send Channel - 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.

Outbound Call Group - 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.

Browser Location - 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.

Install Directory - This is the place where the astGUIclient and astVICIDIAL scripts are located on your machine. For Win32 it should be something like C:\AST_VICI and for UNIX it should be something like /usr/local/perl_TK. verify this manually.

CallerID URL - 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

VICIDIAL Default URL - This is the web address of the page used to do custom VICIDIAL Web Form queries. default testing address is: http://astguiclient.sf.net/test_VICIDIAL_output.php

Call Logging - This is set to true if the call_log.agi file 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 manditory for many astGUIclient and VICIDIAL features to work properly.

User Switching - Set to true to allow user to switch to another user account. NOTE: If user switches they can initiate recording on the new user's phone conversation

Conferencing - Set to true to allow user to start conference calls with upto six external lines.

Admin Hang Up - 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.

Admin Hijack - 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.

Admin Monitor - 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.

Call Park - 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.

Updater Check - Set to true to display a popup warning that the updater time has not changed in 20 seconds. Useful for Admin users.

AF Logging - Set to true to log many actions of astGUIclient usage to a text file on the user's computer.

Queue Enabled - Set to true to have client apps use the Asterisk Central Queue system. Required for VICIDIAL and recommended for all users.

CallerID Popup - Set to true to allow for numbers defined in the extensions.conf file to send CallerID popup screens to astGUIclient users.

VMail Button - Set to true to display the VOICEMAIL button and the messages count display on astGUIclient.

Fast Refresh - 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.

Fast Refresh Rate - 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.

Persistant MySQL - 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.

Auto Dial Next Number - If enabled the VICIDIAL client will dial the next number on the list automatically upon disposition of a call unless they selected to "Stop Dialing" on the disposition screen.

Stop Rec after each call - If enabled the VICIDIAL client 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.

Enable SIPSAK Messages - If enabled the server will send messages to the SIP phone to display on the phone LCD display when logged into VICIDIAL. Feature only works with SIP phones and requires sipsak application to be installed on the web server. Default is 0.

DBX Server - The MySQL database server that this user should be connecting to.

DBX Database - The MySQL database that this user should be connecting to. Default is asterisk.

DBX User - The MySQL user login that this user should be using when connecting. Default is cron.

DBX Pass - The MySQL user password that this user should be using when connecting. Default is 1234.

DBX Port - The MySQL TCP port that this user should be using when connecting. Default is 3306.

DBY Server - The MySQL database server that this user should be connecting to. Secondary server, not used currently.

DBY Database - The MySQL database that this user should be connecting to. Default is asterisk. Secondary server, not used currently.

DBY User - The MySQL user login that this user should be using when connecting. Default is cron. Secondary server, not used currently.

DBY Pass - The MySQL user password that this user should be using when connecting. Default is 1234. Secondary server, not used currently.

DBY Port - The MySQL TCP port that this user should be using when connecting. Default is 3306. Secondary server, not used currently.

Alias ID - 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.

Alias Name - The name used to describe a phones alias, Must be between 2 and 50 characters in length.

Phones Logins List - 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.

Template ID - This is the conf file template ID that this phone entry will use for its Asterisk settings. Default is --NONE--.

Conf Override Settings - 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_vicidial_conf 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.

Group Alias ID - The ID of the group alias used by agents to dial out calls from the VICIDIAL agent interface with different Caller IDs. no spaces or other special characters allowed. Must be between 2 and 20 characters in length.

Group Alias Name - The name used to describe a group alias, Must be between 2 and 50 characters in length.

Caller ID Number - The Caller ID number used in this Group Alias. Must be digits only.

Caller ID Name - 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.

SERVERS TABLE

Server ID - This field is where you put the Asterisk servers name, doesnt have to be an official domain sub, just a nickname to identify the server to Admin users.

Server Description - The field where you use a small phrase to describe the Asterisk server.

Server IP Address - The field where you put the Network IP address of the Asterisk server.

Active - Set whether the Asterisk server is active or inactive.

System Load - 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.

Live Channels - 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.

Disk Usage - This field will show the disk usage for every partition on this server. This field is updated once every minute.

Asterisk Version - 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.

Max VICIDIAL Trunks - This field will determine the maximum number of lines that the VICIDIAL auto-dialer will attempt to call on this server. If you want to dedicate two full PRI T1s to VICIDIALing on a server then you would set this to 46. Default is 96.

Max Calls per Second - 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 20.

Telnet Host - 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.

Telnet Port - 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.

Manager User - The username or login used to connect genericly to the Asterisk server manager. Default is 'cron'

Manager Secret - The secret or password used to connect genericly to the Asterisk server manager. Default is '1234'

Manager Update User - 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.

Manager Listen User - 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.

Manager Send User - 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.

Conf File Secret - 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.

Server GMT offset - The difference in hours from GMT time not adjusted for Daylight-Savings-Time of the server. Default is '-5'

VMail Dump Exten - The extension prefix used on this server to send calls directly through agc to a specific voicemail box. Default is '85026666666666'

VICIDIAL AD extension - The default extension if none is present in the campaign to send calls to for VICIDIAL auto dialing. Default is '8365'

Default Context - The default dial plan context used for scripts that operate for this server. Default is 'default'

System Performance - 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.

Server Logs - Setting this option to Y will enable logging of all VICIDIAL 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.

AGI Output - Setting this option to NONE will disable output from all VICIDIAL 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.

VICIDIAL Balance Dialing - Setting this field to Y will allow the server to place balance calls for campaigns in VICIDIAL 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.

VICIDIAL Balance Rank - 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.

VICIDIAL Balance Offlimits - This setting defines the number of trunks to not allow VICIDIAL balance dialing to use. For example if you have 40 max vicidial trunks and balance offlimits is set to 10 you will only be able to use 30 trunk lines for VICIDIAL balance dialing. Default is 0.

Recording Web Link - This setting allows you to override the default of the display of the recording link in the admin web pages. Default is SERVER_IP.

Alternate Recording Server IP - 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.

Active Asterisk Server - If Asterisk is not running on this server, or if VICIDIAL 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.

Active Agent Server - Setting this option to N will prevent agents from being able to login to this server through the vicidial agent screen. This is very useful when using a phone login load balanced setup. Default is Y.

Generate conf files - If you would like the system to auto-generate asterisk conf files based upon the phones entries, carrier entries and load balancing setup within VICIDIAL then set this to Y. Default is Y.

Rebuild conf files - 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.

Rebuild Music On Hold - 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.

Sounds Update - 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.

ViciDial Recording Limit - This field is where you set the maximum number of minutes that a call recording initiated by ViciDial can be. Default is 60 minutes.

Carrier Logging Active - This setting allows you to log all hangup return codes for any outbound list dialing calls that you are placing. Default is N.

vicidial_conf_templates TABLE

Template ID - 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.

Template Name - This is the descriptive name of the conf file template entry.

Template Contents - 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.

VICIDIAL_SERVER_CARRIERS TABLE

Carrier ID - 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.

Carrier Name - This is the descriptive name of the carrier entry.

Carrier Description - This is put in the comments of the asterisk conf files above the dialplan and account entries. Maximum 255 characters.

Registration String - This field is where you can enter in the exact string needed in the IAX or SIP configuration file to register to the provider. Optional but highly recommended if your carrier allows registration.

Template ID - This optional field allows you to choose a conf file template for this carrier entry.

Account Entry - 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 VICIDIAL.

Protocol - This field allows you to define the protocol to use for the carrier entry. Currently only IAX and SIP are supported.

Globals String - This optional field allows you to define a global variable to use for the carrier in the dialplan.

Dialplan Entry - This optional field allows you to define a set of dialplan entries to use for this carrier.

Server IP - This is the server that this specific carrier record is associated with.

Active - This defines whether the carrier will be included in the auto-generated conf files or not.

CONFERENCES TABLE

Conference Number - This field is where you put the meetme conference dialpna number. It is also recommended that the meetme number in meetme.conf matches this number for each entry. This is for the conferences in astGUIclient and is used for leave-3way-call functionality in VICIDIAL.

Server IP - The menu where you select the Asterisk server that this conference will be on.

VICIDIAL_SERVER_TRUNKS TABLE

VICIDIAL 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 vicidial on this server is less than the Max VICIDIAL 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 VICIDIAL Trunks setting.

SYSTEM_SETTINGS TABLE

Use Non-Latin - 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.

Webroot Writable - 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.

VICIDIAL Agent Disable Display - This field is used to select when to show an agent 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 vicidial_auto_calls record has been removed, such as during a force logout or emergency logout.

Allow SIPSAK Messages - If set to 1, this will allow the phones table setting to work properly, the server will send messages to the SIP phone to display on the phone LCD display when logged into VICIDIAL. This feature only works with SIP phones and requires sipsak application to be installed on the web server. Default is 0.

Agent API Active - If set to 1, this will allow the Agent API interface to function. Default is 0.

Admin Home URL - 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.

Enable Agent Transfer Logfile - This option will log to a text logfile on the webserver every time a call is transferred to an agent. Default is 0, disabled.

Timeclock End Of Day - 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.

Timeclock Last Auto Logout - This field displays the date of the last auto-logout.

Agent Screen Header Date Format - This menu allows you to choose the format of the date that shows up at the top of the VICIDIAL agent screen. The options for this setting are: default is MS_DASH_24HR
MS_DASH_24HR 2008-06-24 23:59:59 - Default date format with year month day followed by 24 hour time
US_SLASH_24HR 06/24/2008 23:59:59 - USA date format with month day year followed by 24 hour time
EU_SLASH_24HR 24/06/2008 23:59:59 - European date format with day month year followed by 24 hour time
AL_TEXT_24HR JUN 24 23:59:59 - Text date format with abbreviated month day followed by 24 hour time
MS_DASH_AMPM 2008-06-24 11:59:59 PM - Default date format with year month day followed by 12 hour time
US_SLASH_AMPM 06/24/2008 11:59:59 PM - USA date format with month day year followed by 12 hour time
EU_SLASH_AMPM 24/06/2008 11:59:59 PM - European date format with day month year followed by 12 hour time
AL_TEXT_AMPM JUN 24 11:59:59 PM - Text date format with abbreviated month day followed by 12 hour time

Agent Screen Customer Date Format - This menu allows you to choose the format of the customer time zone date that shows up at the top of the Customer Information section of the VICIDIAL agent screen. The options for this setting are: default is AL_TEXT_AMPM
MS_DASH_24HR 2008-06-24 23:59:59 - Default date format with year month day followed by 24 hour time
US_SLASH_24HR 06/24/2008 23:59:59 - USA date format with month day year followed by 24 hour time
EU_SLASH_24HR 24/06/2008 23:59:59 - European date format with day month year followed by 24 hour time
AL_TEXT_24HR JUN 24 23:59:59 - Text date format with abbreviated month day followed by 24 hour time
MS_DASH_AMPM 2008-06-24 11:59:59 PM - Default date format with year month day followed by 12 hour time
US_SLASH_AMPM 06/24/2008 11:59:59 PM - USA date format with month day year followed by 12 hour time
EU_SLASH_AMPM 24/06/2008 11:59:59 PM - European date format with day month year followed by 12 hour time
AL_TEXT_AMPM JUN 24 11:59:59 PM - Text date format with abbreviated month day followed by 12 hour time

Agent Screen Customer Phone Format - This menu allows you to choose the format of the customer phone number that shows up in the status section of the VICIDIAL agent screen. The options for this setting are: default is US_PARN
US_DASH 000-000-0000 - USA dash separated phone number
US_PARN (000)000-0000 - USA dash separated number with area code in parenthesis
MS_NODS 0000000000 - No formatting
UK_DASH 00 0000-0000 - UK dash separated phone number with space after city code
AU_SPAC 000 000 000 - Australia space separated phone number
IT_DASH 0000-000-000 - Italy dash separated phone number
FR_SPAC 00 00 00 00 00 - France space separated phone number

Agent interface API Access Active - This option allows you to enable or disable the agent interface API. Default is 0.

Agent Only Callback Campaign Lock - 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.

Central Sound Control Active - This option defines whether the sound synchronization system is active across all servers. Default is 0 for inactive.

Sounds Web Server - 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.

Sounds Web Directory - 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.

Active Voicemail Server - 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.

Outbound Auto-Dial Active - This option allows you to enable or disable outbound auto-dialing within VICIDIAL, 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.

Ratio Dial Limit - This is the maximum limit of the auto dial level in the campaign screen.

Max FILL Calls per Second - 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 200. Default is 40.

Allow Custom Dialplan Entries - This option allows you to enter custom dialplan lines into Call Menus. Default is 0 for inactive.

User Territories Active - This setting allows you to enable the User Territories setttings from the user modification screen. This feature was added to allow for more integration with a customized Vtiger installation but can have applications in a pure ViciDial system as well. Default is 0 for disabled.

Enable Second Webform - This setting allows you to have a second web form for campaigns and in-groups in the agent interface. Default is 0 for disabled.

Enable TTS Integration - 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.

QC Features Active - This option allows you to enable or disable the QC or Quality Control features. Default is 0 for inactive.

Enable QueueMetrics Logging - This setting allows you to define whether VICIDIAL 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.

QueueMetrics Server IP - This is the IP address of the database for your QueueMetrics installation.

QueueMetrics Database Name - This is the database name for your QueueMetrics database.

QueueMetrics Database Login - This is the user name used to log in to your QueueMetrics database.

QueueMetrics Database Password - This is the password used to log in to your QueueMetrics database.

QueueMetrics URL - This is the URL or web site address used to get to your QueueMetrics installation.

QueueMetrics Log ID - This is the server ID that all VICIDIAL logs going into the QueueMetrics database will use as an identifier for each record.

QueueMetrics EnterQueue Prepend - This field is used to allow for prepending of one of the vicidial_list data fields in front of the phone number of the customer for customized QueueMetrics reports. Default is NONE to not populate anything.

Enable Vtiger Integration - This setting allows you to enable Vtiger integration with VICIDIAL. Currently links to Vtiger admin and search as well as user replication are the only integration features available. Default is 0.

Vtiger DB Server IP - This is the IP address of the database for your Vtiger installation.

Vtiger Database Name - This is the database name for your Vtiger database.

Vtiger Database Login - This is the user name used to log in to your Vtiger database.

Vtiger Database Password - This is the password used to log in to your Vtiger database.

Vtiger URL - This is the URL or web site address used to get to your Vtiger installation.

VICIDIAL_STATUSES TABLE

Through the use of system statuses, you can have statuses that exist for campaign and in-group. 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 VICIDIAL 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 catogy that can be used for statistical analysis. There are also 5 additional settings that will define the kind of status: sale, dnc, customer contact, not interested, unworkable.

VICIDIAL_STATUS_CATEGORIES TABLE

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.

VICIDIAL Configuration

Click VICIDIAL ADMIN

Create a new CARRIER/TRUNK:

Admin > Carriers > Add A New Carrier > Fill in the account

details from your VOIP provider > Submit
Sample Entry:

register => 11111111111:2222222222@66.232.105.238:5060/11111111111

[goautodial]
disallow=all
allow=g729
type=friend
secret=2222222222
username=11111111111
host=sip.goautodial.com
dtmfmode=rfc2833
context=trunkinbound
qualify=yes
insecure=very
nat=yes
fromdomain=sip.goautodial.com

exten => _91XXXXXXXXXX,1,AGI(agi://127.0.0.1:4577/call_log)
exten => _91XXXXXXXXXX,2,Dial(SIP/${EXTEN:1}@goautodial,,tTo)
exten => _91XXXXXXXXXX,3,Hangup

Activate Newly created Trunk by setting Active = Y > Submit

Load Leads for List ID 101:

Create a csv/text file file with the following contents,
replace 8662434357 with your own number for test calls:

"PHONE NUMBER","FIRST NAME","LAST NAME ","ADDRESS1","CITY",

"STATE","POSTAL CODE"
8662434357,"first1","last1","Address 1","city","CA",12345
8662434357,"first2","last2","Address 2","city","CA",12345
8662434357,"first3","last3","Address 3","city","CA",12345
8662434357,"first4","last4","Address 4","city","CA",12345
8662434357,"first5","last5","Address 5","city","CA",12345

Save the file as testlist101.csv then go to:

Lists > Load New Leads > Browse the testlead.csv file >
type 101 in the List ID Override> type 1 in the Phone Code Override >
Select Custom Layout > Submit

Select the appropriate fields via the drop down menu then click OK TO PROCESS

If the loading of leads is successful you can see the following window:

Go to Campaigns > TESTCAMP
You can see that the leads are successfully loaded and there are

currently 5 leads in the dial hopper

If the dial hopper is not being populated try to set the Local Call Time to

24hours:
Campaigns > TESTCAMP > Detail view> Set the Local Call Time to 24 Hours > Submit

Configure your favorite Softphone, for this document I used Twinkle with the

following credentials:

Username:cc100
Password: test
Realm/Domain: 192.168.1.2

From the main page click on AGENT LOGIN:

and login using the following credentials:

Phone Login: 100
Phone Password: test
User Login: agent001
User Password: test
Campaign: TESTCAMP

When you login, your phone (extension 100) will ring, answer it and you will hear
“You are currently the only person in this conference” don't hang up until you

logout form the Agent Interface.

Click LEAD PREVIEW > DIAL NEXT NUMBER > DIAL LEAD

If the call is successful you will see the LIVE CALL indicator turn to GREEN.
After the Call click HANGUP CUSTOMER and select a CALL DISPOSITION.

After taking calls logout properly using the LOGOUT button at the upper

right portion on the agent screen.

VICIDIAL Installation

1. Boot machine from the GoAutoDial CD and hit Enter to get started.

2. The automated installer takes care of everything so you just need to wait for around 15 minutes depending on your hardware for the whole installation process to finish.

3. Starting package installation .
Halfway through the package installation .

4. Package Installation almost finished .

5. Running post-install scripts .

6. Installation Complete! Press Enter and remove the installation CD.

Configurations

username: root
password: vicidialnow

Open http://192.168.1.2/ using Firefox

Click on ADMIN LOGIN

username: admin
password: vicidialnow

Click on Systems/Network > Configuration > eth0 config

Set the default gateway and click Save

If you changed the IP address of the server you also need to update

the IP addresses entries in the database:

Click on Systems/Network > Configuration > Update DB IP