In-Groups
Use In-Groups to route incoming calls to agents, voicemail or other desired destinations. After configuring the options for your In-Group you can select which users are allowed to receive calls from this In-Group.
You can get to the Add In-Group screen by clicking on the "ADD A NEW IN-GROUP" link at the top of the IN-GROUPS section.
When adding a new in-group, you must make sure that you set the in-group ID and in-group name or the submission will not be accepted.
Also, please make sure that the in-group ID you have chosen does not have any spaces or wild card punctuation; only letters, numbers or underscores "_" are permitted.
Once you create a in-group you will not be able to change that in-group ID unless you delete the in-group and re-create it again with a different in-group ID.
In-groups Ids must be unique, even from the Campaigns IDs. The in-group IDs must be between 2 and 20 characters in length.
This page will allow you to copy all of an existing in-group's settings into a new in-group.
You just need to enter a new Group ID, Group name and a source In-Group to take the other settings from.
Web Forms:
These are the custom addresses that clicking on the WEB FORM button in the agent screen will take you to for calls that come in on this group. If you want to use custom fields in a web form address, you need to add &CF_uses_custom_fields=Y as part of your URL.
Next Agent Call:
This determines which agent receives the next call that is available:
- random: orders by the random update value in the 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.
- oldest_inbound_call_start: orders by the last time an agent was sent an inbound call. Results in agents receiving about the same number of calls overall.
- oldest_inbound_call_finish: orders by the last time an agent finished an inbound call. AKA agent waiting longest receives first call.
- overall_user_level: orders by the user_level of the agent as defined in the users table a higher user_level will receive more calls.
- inbound_group_rank: orders by the rank given to the agent for the specific inbound group. Highest to Lowest.
- campaign_rank: orders by the rank given to the agent for the campaign. Highest to Lowest.
- ingroup_grade_random: gives a higher probability of getting a call to the higher graded agents by in-group.
- campaign_grade_random: gives a higher probability of getting a call to the higher graded agents by campaign.
- fewest_calls: orders by the number of calls received by an agent for that specific inbound group. Least calls first.
- 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.
- ring_all: rings all available agents until one picks up the phone.
NOTES:
For ring_all, the agents that are using phones that have On Hook Agent enabled will have their phones ring and the first one to answer will receive the call and the information on the agent screen.
Since ring_all ignores agent wait time and ranking and will call every agent that is available for the queue, we do not recommend using this method for large queues. When using ring_all, agents logged with phones that have the On Hook Agent disabled will have to use the Calls In Queue panel and click on the TAKE CALL link to take calls in queue.
The amount of time the agents phone will ring for ring_all is set to the On-Hook Ring Time setting or the shortest ring time of the phones that will be called. We do not recommend using ring_all on high call volume queues, or queues with many agents.
The ring_all method is intended to be used with only a few agents and on low call volume in-groups.
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.
On-Hook Ring Time:
This option is only used for agents that are logged in with phones that have the agent-on-hook feature enabled. This is the number of seconds that each call attempt to the agent will ring for until the system will wait one second and start ringing the available agent phones again. This field can be overridden if the agent phones are set to a lower ring time which may be necessary to prevent calls from being sent one phones voicemail. Default is 15.
On-Hook CID:
This option is only used for agents that are logged in with phones that have the agent-on-hook feature enabled. This is the caller ID that will show up on their agent phones when the calls are ringing.
GENERIC is a generic RINGAGENT00000000001 type of notification.
INGROUP will show only the in-group the call came from.
CUSTOMER_PHONE will show only the customer phone number.
CUSTOMER_PHONE_RINGAGENT will show RINGAGENT_3125551212 with the RINGAGENT as part of the CID with the customer phone number.
CUSTOMER_PHONE_INGROUP will show the first 10 characters of the in-group followed by the customer phone number.
Default is GENERIC.
On-Hook CID Number:
This option allows you to set a CID Number to be sent out with the On-Hook CID. If you put a Y, YES or CUSTOMER in this field, then the customer CID number will be sent to the ringing agent phone. If you put a different phone number, that number will be sent.
Default is blank for disabled.
Fronter Display:
This field determines whether the inbound agent would have the fronter name (if there is one) displayed in the Status field when the call comes to the agent.
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.
Ignore List Script Override:
This option allows you to ignore the list ID Script Override option for calls coming into this In-Group.
Setting this to Y will ignore any List ID script settings.
Default is N.
Status Group Override:
If this field is set, this Status Group will be used instead of the campaign statuses for calls handled by agents from this inbound group. This does not affect System Statuses which will always be shown. Statuses defined within this status group will not be available with Campaign HotKeys unless they are defined in Campaign Statuses.
Default is not set.
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, EMAIL, or CHAT tab ,emails and chats must be allowed to have those options available, or do nothing when a call is sent to the agent for this campaign. If custom list fields are enabled on your system, FORM will open the FORM tab upon connection of a call to an agent.
Transfer-Conf DTMF / Transfer-Conf Number:
These four fields allow for you to have two sets of Transfer Conference and DTMF presets. When the call or campaign is loaded, the agent screen will show two buttons on the transfer-conference frame and auto-populate the number-to-dial and the send-dtmf fields when pressed.
If you want to allow Consultative Transfers, a fronter to a closer, have the agent use the CONSULTATIVE checkbox, which does not work for third party agent screen consultative calls. For those just have the agent click the Dial With Customer button. Then the agent can just LEAVE-3WAY-CALL and move on to their next call.
If you want to allow Blind transfers of customers to an AGI script for logging or an IVR, then place AXFER in the number-to-dial field. You can also specify 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.
HANGUP will hang up the call when the timer is triggered.
CALLMENU will send the call to the Call Menu specified in the Timer Action Destination field.
EXTENSION will send the call to the Extension that is specified in the Timer Action Destination field.
IN_GROUP will send the call to the In-Group specified in the Timer Action Destination field.
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.
Timer Action Destination:
This field is where you specify the Call Menu, Extension or In-Group that you want the call sent to if the Time Action is set to CALLMENU, EXTENSION or IN_GROUP.
Default is empty.
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.
VMAIL_NO_INST will send the call to the voicemail box that you have defined below and will not play instructions after the voicemail message.
Drop Lead Reset:
This option if set to Y, will set the lead called-since-last-reset field to N when the call is dropped and sent to an action like Message, Voicemail or Hangup.
Default is N for disabled.
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. For AGENTDIRECT in-groups, if the user is unavailable, you can put AGENTEXT in this field and the system will look up the user custom five field and send the call to that dial-plan number.
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. In an AGENTDIRECT in-group, setting this to AGENTVMAIL will select the User voicemail ID to use.
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.
Drop Call Menu:
If Drop Action is set to CALLMENU, the call will be sent to this call menu 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.
Action Transfer CID:
Used for Drop, After-hours and No-agent-no-queue actions. This is the caller ID number that the call uses before it is transferred to extensions, messages, voicemail or call menus.
You can use CUSTOMER in this field to use the customer phone number, or CAMPAIGN to use the first allowed campaign caller id number.
If this is a call that will go to a Call Menu and then back to an in-group, we suggest you use CUSTOMERCLOSER in this field, and also you need to set the In-Group Handle Method in the Call Menu to CLOSER.
Default is CUSTOMER.
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 Filename field.
EXTENSION will send the call to the After Hours Extension in the dial-plan and VOICEMAIL will send the call to the voicemail box listed in the After Hours Voicemail field.
VMAIL_NO_INST will send the call to the voicemail box that you have defined below and will not play instructions after the voicemail message.
IN_GROUP will send the call to the inbound group selected in the After Hours Transfer Group select list.
Default is MESSAGE.
After Hours Lead Reset:
This option if set to Y, will set the lead called-since-last-reset field to N when the call is after hours and sent to an action like Message, Voicemail or Hangup.
Default is N for disabled.
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.
For AGENTDIRECT in-groups, you can put AGENTEXT in this field and the system will look up the user custom five field and send the call to that dial-plan number.
Default is 8300.
After Hours Voicemail:
The voicemail box to send the call to if the Action is set to VOICEMAIL.
In an AGENTDIRECT in-group, setting this to AGENTVMAIL will select the User voicemail ID to use.
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.
After Hours Call Menu:
If After Hours Action is set to CALLMENU, the call will be sent to this Call Menu if it enters the in-group outside of the call time scheme defined for the in-group.
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.
In an AGENTDIRECT in-group, setting this to AGENTVMAIL will select the User voicemail ID to use. You can also put AGENTEXT in this field if it is set to EXTENSION and the system will look up the user custom five field and send the call to that dial-plan number.
Default is N.
If set to N, the calls will queue up, even if there are no agents logged in and set to take calls from this in-group.
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 Lead Reset:
This option if set to Y, will set the lead called-since-last-reset field to N when No agent no queue is triggered and the call is sent to an action like Message, Voicemail or Hangup.
Default is N for disabled.
Audio File:
This is the value for the Action above.
Default is: nbdy-avail-to-take-call|vm-goodbye.
Max Calls Method:
This option can enable the maximum concurrent calls feature for this in-group.
If set to TOTAL, then the total number of calls being handled by agents and in queue in this in-group will not be allowed to exceed the Max Calls Count number of lines as defined below.
If set to IN_QUEUE, then if the number of calls in queue waiting for agents will not be allowed to exceed the Max Calls Count no matter how many calls are with agents for this in-group.
Default is DISABLED.
Max Calls Count:
This option must be set higher than 0 if you want to use the Max Calls Method feature.
Default is 0.
Max Calls Action:
This is the action to be taken if the Max Calls Method is enabled and the number of calls exceeds what is set above in the Max Calls Count setting.
The calls above that amount will be sent to either the DROP action, the AFTERHOURS action or the NO_AGENT_NO_QUEUE action and will be logged as a MAXCAL status with a MAXCALLS hangup reason. Default is NO_AGENT_NO_QUEUE.
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.
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.
On Hold Prompt No Block:
Setting this option to Y will allow calls in line behind a call where the on hold prompt is playing to go to an agent if one becomes available while the message is playing. While the On Hold Prompt Filename message is playing to a customer they cannot be sent to an agent.
Default is N.
On Hold Prompt Seconds:
This field needs to be set to the number of seconds that the On Hold Prompt Filename plays for.
Default is 10.
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 announcement.
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. If the customer is on hold and hears this estimated hold time message, the minimum time that will be played is 15 seconds.
Default is N.
Calculate Estimated Hold Seconds:
This defines the number of seconds into the queue that the customer will wait before the Estimated Hold Time will be calculated and optionally played.
Default is 0. Minimum is 3 seconds, even if set lower than 3.
Estimated Hold Time Minimum Filename:
If the Estimated Hold Time is active and it is calculated to be at or below the minimum of 15 seconds, then this prompt file will be played instead of the default announcement.
Default is Empty for inactive.
Estimated Hold Time Minimum Prompt No Block:
If Estimated Hold Time is active and the Estimated Hold Time Minimum Filename field above is filled-in, then this option to allow calls in line behind a call where the prompt is playing to go to an agent if one becomes available while the message is playing. While the prompt is playing to a customer they cannot be sent to an agent.
Default is N.
Estimated Hold Time Minimum Prompt Seconds:
This field needs to be set to the number of seconds that the Estimated Hold Time Minimum Filename prompt plays for.
Default is 10.
Wait Time Option:
This allows you to give customers options to leave the queue if their wait time is over the amount of seconds specified below.
If one of the PRESS_ options is selected, it will play the Press Filename defined below and give the customer the option to press 1 on their phone to leave the queue and run the selected option. The PRESS_STAY option will send the customer back to the queue without loosing their place in line.
Default is NONE.
Wait Time Second Option:
Same as the first Wait Time Option field above, except this one will check for the customer pressing the 2 key.
Default is NONE. If no First Wait Time Option is selected then this option will not be offered.
Wait Time Third Option:
Same as the first Wait Time Option field above, except this one will check for the customer pressing the 3 key.
Default is NONE. If no Second Wait Time Option is selected then this option will not be offered.
Wait Time Option Seconds:
If Wait Time Option is set to anything but NONE, this is the number of seconds that the customer has been waiting in queue that will trigger the wait time options.
Default is 120 seconds.
Wait Time Option Lead Reset:
This option if set to Y, will set the lead called-since-last-reset field to N when the Wait Time Option is triggered and the call is sent to an action like Message, Voicemail or Hangup.
Default is N for disabled.
Wait Time Option Extension:
If Wait Time Option is set to PRESS_EXTEN, this is the dialplan extension that the call will be sent to if the customer presses the option key when presented with the option. For AGENTDIRECT in-groups, you can put AGENTEXT in this field and the system will look up the user custom five field and send the call to that dialplan number.
Wait Time Option Callmenu:
If Wait Time Option is set to PRESS_CALLMENU, this is the Call Menu that the call will be sent to if the customer presses the option key when presented with the option.
Wait Time Option Voicemail:
If Wait Time Option is set to PRESS_VMAIL, this is the voicemail box that the call will be sent to if the customer presses the option key when presented with the option.
In an AGENTDIRECT in-group, setting this to AGENTVMAIL will select the User voicemail ID to use.
Wait Time Option Transfer In-Group:
If Wait Time Option is set to PRESS_INGROUP, this is the inbound group that the call will be sent to if the customer presses the option key when presented with the option.
Wait Time Option Press Filename:
If Wait Time Option is set to one of the PRESS_ options, this is the filename prompt that is played if the customer wait time exceeds the Wait Time Option Seconds to give the customer the option to press 1, 2 or 3 on their phone to run the selected Wait Time Press options.
It is very important that you include options in the audio file for all of your selected Wait Time Options, and that the audio file length in seconds is properly defined in the Filename Seconds field below or there will be problems.
Default is to-be-called-back.
Wait Time Option Press No Block:
Setting this option to Y will allow calls in line behind a call where the Wait Time Option Press Filename prompt is playing to go to an agent if one becomes available while the message is playing.
While the Wait Time Option Press Filename message is playing to a customer they cannot be sent to an agent.
Default is N.
Wait Time Option Press Filename Seconds:
This field needs to be set to the number of seconds that the Wait Time Option Press Filename plays for.
Default is 10.
Wait Time Option After Press Filename:
If Wait Time Option is set to one of the PRESS_ options, this is the filename prompt that is played after the customer has pressed 1, 2 or 3.
Wait Time Option Callback List ID:
If Wait Time Option is set to PRESS_CID_CALLBACK, this is the List ID the call is added to as a new lead if the customer presses the option key when presented with the option.
Estimated Hold Time Options:
This allows you to specify the routing of the call if the estimated hold time is over the amount of seconds specified below.
If one of the PRESS_ options is selected, it will play the Press Filename defined below and give the customer the option to press 1 on their phone to leave the queue and run the selected option.
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 Lead Reset:
This option if set to Y, will set the lead called-since-last-reset field to N when the Hold Time Option is triggered and the call is sent to an action like Message, Voicemail or Hangup.
Default is N for disabled.
Hold Time Option Minimum:
If Hold Time Option enabled, this is the minimum number of seconds the call must be waiting before it will be presented with the hold time option. The hold time option will immediately be presented at this time if the estimated hold time is greater than the Hold Time Option Seconds value.
Default is 0 seconds.
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.
For AGENTDIRECT in-groups, you can put AGENTEXT in this field and the system will look up the user custom five field and send the call to that dialplan number.
Hold Time Option Callmenu:
If Hold Time Option is set to CALL_MENU, this is the Call Menu that the call will be sent to if the estimated hold time exceeds the Hold Time Option Seconds.
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.
In an AGENTDIRECT in-group, setting this to AGENTVMAIL will select the User voicemail ID to use.
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 Press Filename:
If Hold Time Option is set to one of the PRESS_ options, this is the filename prompt that is played if the estimated hold time exceeds the Hold Time Option Seconds to give the customer the option to press 1 on their phone to run the selected Hold Time Press Option.
It is very important that this audio file is 10 seconds or less or there will be problems.
Default is to-be-called-back.
Hold Time Option Press No Block:
Setting this option to Y will allow calls in line behind a call where the Hold Time Option Press Filename prompt is playing to go to an agent if one becomes available while the message is playing.
While the Hold Time Option Press Filename message is playing to a customer they cannot be sent to an agent.
Default is N.
Hold Time Option Press Filename Seconds:
This field needs to be set to the number of seconds that the Hold Time Option Press Filename plays for.
Default is 10.
Hold Time Option After Press Filename:
If Hold Time Option is set to one of the PRESS_ options or CALLERID_CALLBACK, this is the filename prompt that is played after the customer has pressed 1 or the call has been added to the callback list.
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.
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.
Dial In-Group CID:
If the agent campaign allows for Manual In-Group Dialing, this caller ID number will be sent as the outgoing CID of the phone call if it is populated, overriding the campaign settings and list CID override setting.
Default is empty.
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.
In-Group Recording Override:
This field allows for the overriding of the campaign call recording setting. This setting can be overridden by the user recording override setting.
DISABLED will not override the campaign recording setting.
NEVER will disable recording on the client.
ONDEMAND is the default and allows the agent to start and stop recording as needed.
ALLCALLS will start recording on the client whenever a call is sent to an agent.
ALLFORCE will start recording on the client whenever a call is sent to an agent giving the agent no option to stop recording.
In-Group Recording Filename:
This field will override the Campaign Recording Filenaming Scheme unless it is set to NONE. The allowed variables are CAMPAIGN, INGROUP, CUSTPHONE, FULLDATE, TINYDATE, EPOCH, AGENT, VENDORLEADCODE, LEADID, CALLID, RECID.
The default is FULLDATE_AGENT and would look like this 20051020-103108_6666.
Another example is CAMPAIGN_TINYDATE_CUSTPHONE which would look like this TESTCAMP_51020103108_3125551212. The resulting filename must be less than 90 characters in length.
Default is NONE.
Routing Initiated Recording:
This option, if enabled, allows you to have the call routing script for Inbound calls trigger the agent call recording instead of the agent screen. This option will only work if the recording option is set to ALLCALLS or ALLFORCE. This will not work with inbound on-hook agents.
Default is N for disabled.
Stats Percent of Calls Answered Within X seconds:
This field allows you to set the number of hold seconds that the real-time 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 dis-positioned 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.
If you put ALT into this field and submit this form, you will be able to go to a separate page where you can define multiple URLs for this action as well as specific statuses that will trigger them.
Default is blank.
Add Lead URL:
This web URL address is not seen by the agent, but it is called every time a lead is added to the system through the inbound process.
You must begin this URL with VAR if you want to use variables, and of course --A-- and --B-- around the actual variable in the URL where you want to use it. Here is the list of variables that are available for this function. lead_id, vendor_lead_code, list_id, phone_number, phone_code, did_id, did_extension, did_pattern, did_description, uniqueid
Default is blank.
No Agent Call URL:
This web URL address is not seen by the agent, but if it is populated it is called every time a call that is not handled by an agent is hung up or transferred.
Uses the same variables as the web form fields and scripts. dispo can be used to retrieve the system-defined disposition for the call. This URL can NOT be a relative path. Custom Fields are not available with this feature.
Default is blank.
Extension Append CID:
If enabled, the calls coming in from this in-group will have a space and the phone extension of the agent appended to the end of the CallerID name for the call before it is sent to the agent.
Default is N for disabled.
Uniqueid Status Display:
If enabled, when an agent receives a call through this in-group they will see the uniqueid of the call added to the status line in their agent interface.
The PREFIX option will add the prefix, defined below, to the beginning of the uniqueid in the display.
If there was already a Uniqueid defined on a call entering this in-group, then the original uniqueid will be displayed.
If the PRESERVE option is used and the call is sent to a second agent, the uniqueid and prefix displayed to the first agent will also be displayed to the second agent.
Default is DISABLED.
Uniqueid Status Prefix:
If PREFIX option is selected above then this is the value of that prefix.
Default is empty.
Populate Lead In-Group:
If this option is ENABLED, then when a new lead is created when going into an In-Group, the security_phrase or Show field will be populated with the Group ID of the In-Group.
Default is ENABLED.