Master Data | ID | The ID of the campaign (database ID field). |
| Name | The name of the campaign. |
| Foreign System ID | The ID of the campaign in an external system is stored here. The foreign system ID is used when contacts are automatically imported via (for example) a SOAP interface or an API to identify the campaign in the jtel system. WARNING: you should not usually change this unless you know exactly what you are doing. |
| Master Campaign | Not | Master Campaign | Not set, for all sub-campaigns. |
| Servicer Number | The service number, to which the statistics are associated for this campaign. Also defines the calling party number to be signalled, if no alternative is specified below. |
| Language | The language of the campaign. Used when announcements are required in the call flow. |
| Caller ID Overwrite | If this option is set, the caller id will be overwritten with the specified value, when outbound calls are made. |
| Caller ID | The value with which the caller id will be overwritten. |
| CRM URL | The CRM URL, shown to agents, when calls are connected. The following variables can be used in the url: Variable | Meaning |
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$date_time | The current date and time in the format %Y-%m-%d %H:%i:%s | $service_number | The service number associated with the current dialler campaign. | $service_name | The service number name associated with the current dialler campaign. | $caller | The number being dialled on the contact. Note - as usual with the jtel system, the variable $caller always refers to the outside caller / called party, and never to the internal agent or service number. | $agent_name | The name of the agent making the call. | $agent_firstname | The first name of the agent making the call. | $agent_number | The number of the agent making the call. | $agent_id | The ID of the agent (UsersID) making the call. | $agent_tel | The telephone number of the agent (currently logged into telephone) making the call. | $agent_uid | The UID of the agent making the call. | $group_name | The name of the ACD group associated with the dialler campaign when the call is made. | $group_number | The number of the ACD group associated with the dialler campaign when the call is made. | $diallercampaign_name | The name of the dialler sub-campaign which the dialler contact is in. | $diallercontact_name | The name of the dialler contact. | $diallercontact_firstname | The first name of the dialler contact. | $diallercontact_externalsystemlink | The external system link (X-Link) saved in the dialler contact. | $diallercontact_userdata | The user data field of the dialler contact. |
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Dialer Parameter | Maximum Ring Time (s) | The maximum ring time allowed, before the dialler records a "no answer" result. |
| Maximum Tries per Contact | If this count of tries to reach a contact is reached, the contact is closed with the configured following result code. |
| Result Code Maximum Tries Reached | The result code, with which contacts are closed, when the maximum number of tries is reached. |
| Maximum Busy Tries in One Series | This parameter defines the number of consecutive busy attempts count as one attempt to reach the contact. When this count of consecutive busy signals is reached, the number of tries is increased by one, and the contact is moved to the next time window. |
| Delay Time between Busy Tries in One Series (s) | This delay is used between individual tries in a busy series. The number of consecutive busy tries is increased, and the delay is applied to the contact before it is tried again. |
| Delay Time between Non-Busy Call Attempts | When not reached, this delay is applied to the contact. If the contact would be moved out of the time window, then the next time window is selected. |
| Result Code No More Telephone Numbers | When all numbers in a contact are invalid, this code is recorded. |
| Result Code Answering Machine | If an agent is conntected to an answering machine, then the answering machine button can be used, if configured, to record this result code directly. |
| Prompt Automated Message on Answering Machine | When configured, an audio file can be played to an answering machine. Note: the agent should wait until the answering machine acually starts recording. |
| GDPR Announcement after Agent Call | The GDPR announcement will automatically be played to callers after a successful agent call. The configured prompt should contain information on data protection and privacy. |
| Close Contacts on Incoming Calls | When an incoming call is made to an | Close Contacts on Incoming Calls | When an incoming call is made to an associated ACD group (via the master campaign), contacts can be closed by the system when agents are reached. |
| Close on Matching Caller-ID | Whether contacts should be closed when the caller ID matches. |
| Close on Matching User Data | Whether contacts should be closed when the User Data field matches. |
| Result Code Incoming Call | What result code should be recorded, when contacts are closed. |
| Only Close on TAC Export Code Match | Setting this option causes the system to only close contacts, when the agent records a transaction code, whose export key matches those configured in the list below. |
| TAC Export Keys | List of export keys, comma separated, which cause the contacts to be closed. |
| Result Code IVR Connected | If the IVR dialler reaches a contact, what result code should be recorded when the call is not put through to an agent. |
| Result Code Agent Connected | If the IVR dialler reaches a contact, what result code should be recorded when the call is put through to an agent. |
| External System Query Active | Whether a REST query to an external system should be performed. The query is performed before dialling a contact. |
| External System Query URL | The URL for the external system. |
| Result Code Abort External System | The result code which should be recorded, when the call should not be placed according to the external system. |
Active Times | Active | Whether the campaign is active. When campaigns are deactivated, agents cannot login to the campaign. |
| Start | Start of the campaign. Before this date / time, agents cannot login to the campaign. |
| End | End of the campaign. After this date / time, agents cannot login to the campaign. |
| Opening Times | The campaign is only active during the specified opening times. Outside of these times, agents cannot login to the campaign. |
| Holidays List | The campaign is only active when not a holiday. When a holiday, agents cannot login to the campaign. |
Agent Parameters | Post Call Interval | The automatic post call time in seconds after calls via this campaign. Note: due to the recording of result codes and the operation thereof, it is not recommended that this be used in combination with preview mode. |
| Contact Preview Time (s) | In preview campaigns, the number of seconds during which a dialler preview is active. |
| Custom Client Field Layout | The standard field layout is 0. If the set layout is not found, the standard layout will be used. |
| Release contacts after stopping dialling | When this option is selected, reserved contacts are freed and given back to the pool when the agent stops the dialler. |
Time Windows | Configuration List | The configuration of the time windows determines when which telephone number in the contact will be dialler. The algorithm is as follows: - not yet dialled contacts are moved, according to the weight of the sub-campaigns, into the current time window
- one try to reach the contact is made
- if this is not successful, the following happens:
- either a busy series is started
- or the contact is delayed
- For a delay, the next time window might be used, if the contact would be moved outside of the current time window. The time delay is the minimum which will be applied.
- If the next time window starts at the same time or earlier than the current window, the delay will be moved to the next day
By defining time windows, it is possible (if the data is organised accordingly - the telephone numbers) to ring certain numbers at certain times of day. For example, if field 1 is the business phone, field 2 the mobile phone, and field 3 the home phone, it might make sense to define the following: - Time window 1 - 08:00 bis 17:00
- Time
| window - window 2 - 08:00 bis 20:00 Uhr
- Time
| window - window 3 - 17:00 bis 20:00 Uhr
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Result Codes | Configuration List | This list is used to define result codes for the campaign. The global list of result codes is imported when the campaign is created. If this list is empty, a default set of result codes is created to ensure the dialler can operate. |
Contacts | Configuration List | This page is used to edit and delete the contacts in the campaign. Furthermore, contacts can be imported / exported on this page. |
| Configuration List - Function Reset | This function resets all intermediate counters / tries for the contact in the dialler. This function can only be used when a contact is locked. |
| Configuration List - Function Lock | Locks a contact to enable further editing functions. |
| Configuration List - Function Unlock | Unlocks a contact giving control back to the dialer. |
| Columns | Here is a description of the Contact tab columns Variable | Meaning |
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Compaign | The name of the Dialler Sub Compaign | User data | Foreign system key or ID. | Client | The client. | Service | The service. | Reference Number | Reference Number e.g. from the foreign system. | Start Date |
| End Date |
| Manufacterer |
| Model |
| Tag |
| Name | Name of the contact. | First Name | First Name of the contact. | Company | Company of the contact. | Postal Code | Postal Code of the contact. | City | City of the contact. | Country | Country of the contact. | Amount |
| Office 1 | The first telephone number of the contact. | Reserved Agent | UID of the agent, which has reserved this contact. | Follow-Up Agent | UID of the agent, which owns the follow up appointment or delay. | Appointment / Delay |
| Last Result |
| Result Code | The Result Code of the dialler call. | Contact Available | yes if the contact was available. |
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