PBXware 6 Dialer

From Bicom Systems Wiki

Dialer

Campaigns

Dialer allows lists of data to be loaded to a database. The application will then run and dial these numbers based on the algorithm or settings entered by the Admin. The Agent's interface of Dialer displays Agents with specified information on each call. The information is customizable through the Admin login page.

Campaigns

Dialer is mainly managed through Campaigns. Every Campaign has lists of Leads and associated Agents (members). The Campaign is in charge of dialing Leads and connecting them with Agents and other types of Destinations. Same as in Queue, the Admin has a lot of possibilities to choose how the Campaign will perform dialing and bridging.

By selecting Campaigns from the left menu, the page will show all the Campaigns. Users can, from here, Add, Edit, and Delete Campaigns. The page contains the following information:

  • Name - the name of a Campaign.
(E.g. TestCampaign2)
(Display)
  • Number - the number of a Campaign.
Status - Icon
(E.g. 102)
(Display)
  • Status - the field is affected by starting or stopping a Campaign. To start or stop the specific Campaign, a user has to click the 'Start/Stop' icon on the left side of the 'Status' column. (Please refer to the screenshot.) Once the button is clicked, the 'Status' changes to Active or Not Active accordingly. Active means that the current Campaign is running and is ready to serve Agents with Leads.
(E.g. Active)
(Display)
  • Strategy - the current Strategy used by a Campaign.
(E.g. Preview)
(Display)
  • Working days, From, To - describes the Operation Times of a Campaign.
(E.g. All, 00h 00m, 23h 59m)
(Display)
  • Trunk - trunk that a Campaign is using.
(E.g. default)
(Display)

Monitor Campaign Lists

Monitor Campaign Lists

6-0-Monitor-Campaign-Icon.png
This page gives customers an overview of data regarding the current Campaign. The page is refreshed every 5 minutes by default.
Monitor Campaign Lists
  • Total
Displays total numbers in CSV files
(E.g. If one campaign has multiple CSVs files, it shows total numbers in all CSVs.)
(Display)
NOTE: This applies to all activated CSVs.
  • Completed
Displays the number of calls that were selected as disposition 'Completed'.
(E.g. 2)
(Display)
  • Available
Displays the number of still available records for Dialer to dial
(E.g. 1)
(Display)
  • Fresh
Displays the number of records that were never dialed
(E.g. 2)
(Display)
  • Dialed
Displays the number of records that were dialed by Dialer
(E.g. 4)
(Display)
  • Burnt
Displays the number of members that were dialed a maximum number of retries
(E.g. 26)
(Display)
NOTE: Please note that burnt numbers will not be called again by Dialer.
  • DNC
Displays the total count of numbers that were added as DNC numbers
(E.g. 16)
(Display)
NOTE: DNC stands for 'Do Not Call'.
  • Contacts
Displays the number of calls that were dispositioned with a disposition with CONTACT = yes
(E.g. 5)
(Display)
  • Contact Rate
Displays the percentage of CONTACTS = yes divided by the number of dialed records
(E.g. 38.46%)
(Display)
  • List Contact Rate
Displays the percentage of CONTACTS = yes divided by the number of total records
(E.g. 17.86%)
(Display)
  • Answered Rate
Displays the percentage of answered calls (Answered calls/dialed)
(E.g. 53.85%)
(Display)

System Dispositions

The 'System Dispositions' section shows the Statistics overview of Leads marked in different Dispositions from the system.

Agent Dispositions

The 'Agent Dispositions' section shows the Statistics overview of Leads marked in different Dispositions from Agents.

Monitor Campaign

6-0-Monitor-Campaign2-Icon.png

This page provides the Real-Time Campaign Monitoring.

Monitor Campaign

Overview

Statistical data for the current day. Users can see how many Leads are dialed, connected, abandoned, or unanswered.
NOTE: This data is refreshed every 10 seconds by default.

Leads

Real-time data on active Leads. Users can see how many Leads are currently in the dialing, connecting, or connected state. The table gives detailed information about each active Lead.

Agents

Real-time data on active Agents. Users can see how many Agents are currently logged in or paused. The table gives detailed information about each active Agents.

Monitor Campaigns

Monitor Campaigns.png
Monitor Camp CC6.0 changed.png

Once users click the 'Monitor Campaigns' button, they will be prompted to a different page that provides detailed information gathered while monitoring Campaigns. It can enable users to access information regarding all Campaigns found on the system. The overview of data will allow for an easier monitoring process as well as provide better insight into the status of Calls, Agents, and Contacts regarding Campaigns respectively.

The Calls section shows all details regarding the calling procedure.

  • Dialing
Number of calls being dialed at the moment. If the ringing is successful and a call is in progress, it will be immediately moved to the 'Connected' row.
(E.g. 0)
(Display)
  • Connecting
Number of calls connecting.
(E.g. 0)
(Display)
  • Connected
Number of successfully connected calls.
(E.g. 2)
(Display)

The Agents section refers to the status of Agents, how many of them are logged in to the system, or currently on pause.

  • Logged
Number of Agents logged in to the system.
(E.g. 2)
(Display)
  • Paused
Number of Agents on pause.
(E.g. 0)
(Display)
  • Idle
Number of Agents with the 'Idle' status. These Agents are making no action at the moment, but they are not on pause.
(E.g. 0)
(Display)
  • Busy
Number of busy Agents who are currently in a call.
(E.g. 2)
(Display)

The Contacts section consists of the two following columns:

  • Total
Number of contacts reached.
(E.g. 0)
(Display)
  • Rate
Refers to the percentage of workload that has been done in Campaigns respectively, so that it enables users to compare the workload of Campaigns on the system.
(E.g. 20.3%)
(Display)

Edit & Delete Campaigns

  • 5.0.edit.png Edits the Campaign configuration.
(E.g. Click to edit a Campaign configuration)
(Button)
  • 5.0.delete.png Deletes a Campaign from the system.
(E.g. Click to delete a Campaign from the system)
(Button)

Stop Campaigns

Stop Campaigns button.png


Once clicked, all Campaigns listed are stopped.

(E.g. Click the button to stop all Campaigns.)

(Button)

Add Campaign

Add Campaign.png



After pressing the 'Add Campaign' button, users will be prompted to the page where they can edit the Campaign.

(E.g. Click the button to add the Campaign.)

(Button)

General

Add Campaign
  • ID Number
This field represents the Campaign ID in a numerical form.
(E.g.100)
([0-9])
  • Name
Name of the Campaign. The name should describe the Campaign in few words.
(E.g. Sales Campaign)
([a-z])
  • State
Clicking the drop-down menu prompts users to change the Campaign's state.
(E.g. Changing the 'State' from Active to Not Active will stop or start the Campaign.)
  • Trunk
A Campaign can be forced to use only one Trunk. If nothing is specified, it will use other available Trunks.
(E.g. Click the drop-down to choose the Trunk to be forced on this Campaign.)
  • Force codec
A specific codec can be chosen to be forced on the Campaign.
(E.g. Choose a codec to be forced on the Campaign from the drop-down menu.)
  • Recording
Used for recording calls. This is only used with strategies that are using Agents as Destinations.
(Option buttons)

Campaign Data

Campaign Data
  • Numbers
Numbers to be dialed under this Campaign.
(E.g. Click the 'Numbers' button and be prompted to a different page where a CSV file can be uploaded.)
(Button)

NOTE: All fields will be wrapped with quotes in the CSV file when downloaded.

TIP: Please refer to more information on how to manage Numbers.
  • Number of retries
Refers to the number of how many times Dialer will attempt to dial a single Lead.
(E.g. 2)
([0-9])

Dialer Mode

Dialer Mode

Campaigns can have different strategies.

Click the drop-down menu to select one from the four currently supported strategies:

  • Power Strategy
  • Preview Strategy
  • Progressive Strategy
  • Voice Messaging Strategy

Additionally, Campaign follows restrictions like calls per second and max calls. So, users can have maximum of 10 leads dialed in one cycle. Also, if users define the number of max calls, Campaign will not dial Leads until the number of active calls is smaller than the number of max calls.

Power Strategy

Power Strategy

  • Power: represents the number of Leads to dial for each Agent.
  • No Agent Destination: if a Lead is not connected to the Agent, go to this Destination. Do not use Agent Destination in this case.
  • Ignore Wrap Up Time When Disposition Is Submitted: if users want Agents to get a Lead immediately after they submitted Disposition.

When using the Power strategy, the Campaign dials Leads based on Idle Agents multiplied with power number.

It works as follows:

1. Campaign fetches Leads based on power.

2. Campaign dials Leads for each Agent x power.

3. Agents are placed in pool.

4. First, the Lead who answers will be connected to one of the Agents, others will be dropped.

Preview Strategy

Preview strategy

This strategy gives an Agent the ability to preview some details about Leads before s(he) decides to dial them. An Agent can fetch the next Lead from Campaign lists and once s(he) decides to make call, the Dial button should be pressed. After it is pressed, Dialer will try to connect the Agent with the Lead.

In order for this strategy to be applied, gloCOM Client is needed.
Progressive Strategy

Progressive strategy

This strategy works in the same way as the Preview strategy, with the only difference being that the Agent has a certain timeout in which s(he) must perform a dial. If the Agent does not perform dial inside the desired time frame, the system will automatically dial the number.

  • Preview Timeout [s] - denotes how long it will take the system before it automatically dials the Lead for the Agent.
Voice Messaging Strategy

Voice Messaging strategy

This strategy automatically plays the message to Leads. Additionally, it records DTMF pressed during the message.

  • Power: represents the number of Leads to dial for each Agent
  • IVR Sound: selecting sound files. Files need to be prefixed with dialer-vm-ivr
  • IVR Repeat: represents the number of repeats for the sound

NOTE: Sounds need to have the dialer-vm-ivr prefix in their name so that the system can recognize the sound file.

Retries No Answer

Retries No Answer
  • Retry After [m]:
Time in which the Campaign will try to call again if the current Lead's Disposition is No Answer.
(Retry for No Answer is in minutes.)
(E.g. 30)
([0-9])

Retries Busy

Retries Busy
  • Retry After [m]:
Time in which the Campaign will try to call again if the current Lead's Disposition is Busy.
(Retry for Busy is in minutes.)
(E.g. 5)
([0-9])

Retries Abandon

Retries Abandon
  • Retry After [m]:
Time in which the Campaign will try to call again if the current Lead's Disposition is Abandon.
(e.g. Retry for Abandoned is in minutes.)
(E.g. 0)
([0-9])

Answering Machine Detection

Answering Machine Detection
  • Machine Detection
Choose whether this feature is ON or OFF. For each Lead's answer, Dialer will run AMD in order to avoid connecting the Agent with the answering machine. Click 'Yes' to enable this feature or 'No' to disable it.
(E.g. Yes)
(Option buttons)
  • Retry After [m]
It is same as 'Retry After for Busy' and 'Retry after for No Answer'. In this case if the Answering machine is detected then after this time number will be dialed again. This is in minutes.
(E.g. 60)
([0-9)]
  • Initial Silence
Duration of Initial Silence.
(E.g. 1)
([0-9)]
  • After Greeting Silence
Silence duration after Greeting.
(E.g. 1)
([0-9)]
  • Greeting
Voice duration - Greeting.
(E.g. 10)
([0-9)]
  • Total Analysis Time
Total time taken for Analysis.
(E.g. 60)
([0-9)]
  • Min Word Length
Word count - minimum number of words.
(E.g. 20)
([0-9)]
  • Between Words Silence
Refers to the minimum duration of silence after a word to consider the audio that follows for a new word.
(E.g. 1)
([0-9)]
  • Max Words
Word count - maximum number of words.
(E.g. 50)
([0-9)]
  • Silence Threshold
The average level of noise from 0 to 32767 which, if not exceeded, should be considered silence.
([0-9)]

Agents

Agents
  • Members and Agents
Members and Agents
After clicking the button, users will be prompted to a new window in which they can add and/or manage Campaign’s members.
(E.g. Click the ‘Members and agents’ button to manage Campaign’s members.)
(Button)
  • Select Agents
A drop-down menu where users can select one or more Agents/Agents Groups to add to the Campaign's Members list.
(E.g. Agent/1003, Agent/1004, Agent/1005, Agent/1008)
(Multi select)
6.0.PlusButton1.png Adds selected Agents/Agents Groups to the Campaign's Members list.
(E.g. Click the button to add selected Agents/Agents Groups.)
(Button)

The table contains the following details:

  • Name
Agent's name
(E.g. Agent 1003)
([0-9][a-z])
  • Number
Number of the Agent on the system.
(E.g. 1003)
([0-9])
  • Penalty
This value can be set per Member, so the system can decide which priority to use when sending calls to Members.
(E.g. Users can set values between 0 and 10 where 0 represents the highest and 10 the lowest priority.)
([0-10])
NOTE: If the Agent does not pick up, it will not automatically go to the next Agent available. It will keep ringing until the call is picked up. It will only go to the next Agent, if the current Agent is either 'Busy' or 'Unavailable'.
  • Type
Campaign's member Type
(E.g. Agent)
(Display)
  • Search
Search Campaign's members
(E.g. Provide a search phrase here to filter the records.)
([a-z][0-9])
  • Move up
6.0.MoveUp.png Move a Campaign member one place up in the Campaign's Members list.
(E.g. Click the button to move the Agents up across the list.)
(Button)
  • Move down
6.0.MoveDown.png Move a Campaign member one place down in the Campaign's Members list.
(E.g. Click the button to move the Agents down across the list.)
(Button)
  • Remove member
5.0.delete.png Delete a Member from the Campaign's Members list.
(E.g. Click the button to delete Agents from the list.)
(Button)


The Agents section contains additional options. They are visible once "Show Advanced Options" is clicked.

  • Wrap-up Time [s]
After a successful call, this will determine how long to wait (time interval in seconds) before sending a new call to a potentially free agent/member.
(E.g. 10)
([0-9])
  • Announce
Play the announce sound before connecting to the Lead (Preview and Progressive strategies are supported.)
(E.g. Please select...)
(Select box)
  • Announce wait [s]
Time in seconds to wait before playing the Announce.
(E.g. 0)
([0-9])
  • Custom Ring Tone
Dial the Agent with a custom ringtone.
(E.g. custom-ringtone-1)
([0-9][a-z])
  • Agent Auto Answer
Callback Agent's endpoint will use an auto-answer feature instead of ringing. (This works only for the supported device, and it is turned on by default.)
(E.g. Yes)
(Option buttons)
  • Dial Timeout
Defines how long the Dialer will ring the Agent.
(E.g. 32)
([0-9])
  • Dial Options
The Dialer will dial the Agent with these options.
(E.g. t)
([a-z])

NOTE: Agents will not be able to use Enhanced Services when receiving calls from the Dialer.

gloCOM

gloCOM

This section contains options related to gloCOM.

  • Send Feedback Form:
Defines whether Campaigns should send gloCOM Feedback Forms. It gives users control over the Campaign level defining whether Agents are to deal with Feedback Forms.
(E.g. No)
(Option buttons)

Campaign Cycle

Campaign Cycle
  • Campaign Cycle [s]
This field describes how long the Campaign will sleep before the next cycle of dialing. Default value is 8 seconds.
([0-9])
  • Dial Numbers Per Cycle
Maximum number of Leads to be dialed per Cycle.
(E.g. 5)
([0-9])
  • Max calls
Maximum concurrent Leads a certain Campaign can have.
(E.g. 8)
([0-9])

Outgoing Dial Options

Outgoing Dial Options
  • Caller ID
Defines which outgoing Caller ID the Campaign will use.
(E.g. ExampleCallerID)
  • Dial Timeout [s]
Time that Dialer will ring the Lead.
(E.g. 20)
([0-9)]
  • Dial Prefix
This is the prefix that should be added when dialing numbers. So if the Campaign has the number '123456', here a user can set '387'. The Campaign will then dial the number as '387123456'.
(E.g. 387)
([0-9)]
  • Dial Options
Which options to apply when the Dialer is dialing Leads.
  • Minimum digits to dial
A minimum number length allowed in order to dial numbers.
(E.g. 0)
([0-9)]
  • Don't dial failed numbers again
If the numbers have failed for some reason, set the Dialer not to dial them again
Failed numbers are those with the following statuses: "CHANUNAVAIL", "CONGESTION", and "FAILEDDIAL".
(E.g. No)
(Option buttons)
  • Generate CDR
The Dialer will generate Asterisk CDR entries.
(E.g. Not Set)
(Option buttons)

NOTE: Turning this feature ON is a performance penalty, and should be used only if users want to debug Trunks.

Operation Times

Operation Times
  • Operation Times
Click to enable or disable operation times in the Campaign.
(E.g. Yes, No, Not Set)
(Option buttons)
  • Days
A drop-down where users can select the days for which Operation Times will be applied.
  • From Hour
A drop-down where users can select the starting hour for which Operation Times will be applied.
  • From Minute
A drop-down where users can select the starting minute for which Operation Times will be applied.
  • To Hour
A drop-down where users can select the ending hour for which Operation Times will be applied.
  • To Minute
A drop-down where users can select the ending minute for which Operation Times will be applied.

Recording

record=call-queue-CC.png
  • Record calls
Select whether to record Campaign calls
(E.g. Yes/No)
(Options button)
NOTE: Please note that if the 'Record calls by default' option is enabled on the system in the 'Call Recordings' section under 'Servers', it will be applied to all Campaigns that will be created on the system. Additionally, users can enable or disable this option for each Campaign respectively.
  • Silent
Select whether Agents and users will be notified that the call recording started
(E.g. If set to 'Yes', the sound notifying that the call is being recorded will not be played. If set to 'No', agents and users will be notified that the call is being recorded.)
(Options button)

Dispositions

Dispositions

These are Dispositions that Agents can see in gloCOM. Dispositions can be applied at the end of each call.

AddDispositionCC6.0.jpgAdds a Disposition and enables users to edit it.

(E.g. Click to add a Disposition.)
(Button)
  • Color
Set a different color of Disposition for better visual signalization. This is used on gloCOM interface, when presenting a list of Dispositions to Agents. 'Color' helps Agents to find and select Dispositions accurately.
(E.g. #589683)
(#[0-9])
  • Name
Set a preferred Name for the Disposition.
(E.g. Personal Callback 2)
([a-z])
([0-9])
  • Type
Select the Type of the Disposition.
(E.g. Personal Callback)
([a-z])
([0-9])
6.5 added new dsposition completed.png

There are eight readily available Dispositions:

1. Default

No action.

2. Retry

Retry dialing a Lead again after 'Retry Time'.

3. Completed

If the Agent sets this disposition to a specific number that number will not be called inside the Campaign anymore. The selected numbers will not appear on the DNC numbers page and resetting the Campaign will reset this 'Completed' list. DNC will remain and will not be called.

4. Callback

An Agent can schedule a callback. Dialer will redial/provide this Lead to the Agent in specific time.

5. Personal Callback

An Agent can schedule a callback. Dialer will redial/provide this Lead only to the Agent that acquired this callback in specific time.

6. DNC Global

Mark a Lead as 'Do not call for the whole system'.

7. DNC

Mark a lead as 'Do not call for this Campaign'.

8. Transfer

Transfer a Lead to another selected Campaign's list with a different Disposition.


  • Contact
The Default, Retry, Callback, and Personal Callback Dispositions can have a Contact flag set to 'Yes'. When selecting one of these Dispositions, an Agent indicates that s(he) has made a successful contact.
Users can have this information shown in 'Real Time Statistics' on 'Monitor Campaigns'. This is useful when tracking the overall progress of Agents and the contacts made. Users can also filter their CSV with these Dispositions and have those contacts saved for the future usage.
(E.g. Yes, No)
(Select box)
  • Hot Key
Refers to Keyboard shortcuts that Agents use in order to select a certain Disposition faster. This feature can significantly improve Agent's performance. When using Hot Keys, Agents do not have to use the interface.
(E.g. 2)
([0-9])

TIP: For more information regarding Hot Keys, the 'Personal Callback' Disposition, and others, please refer to gloCOM 6.0 documentation accessible under the Agent panel section.

5.0.delete.png Deletes a Disposition from the system. Once clicked, a warning message will pop up saying "Deleting disposition will cause lost of data. Are you sure you want to remove disposition?".

(E.g. Click to delete a Disposition from the system.)
(Button)

NOTE: Please note that the Agents' Dispositions overwrite the system's Dispositions, so none of these will apply if Agents have set their own Dispositions.

Numbers

Dialer Numbers

The Numbers page allows users to control and edit the Numbers' list.

  • CSV Upload
Upload the CSV list. Once clicked, users will be prompted to a different window and asked to Enter column index for number and/or Enter column index for name. The latter field is optional.
(Button)
TIP: A simple CSV file is uploaded and it contains two rows. The first row represents CSV headers and the second one displays information about Number. For details, please refer to the example below. Information on which column is used for Numbers should be specified in the system, and index starts from 1. Additionally, the 'Name' column can be used, so it will be shown to Agents while making a call.
Example:
Number, First Name, Last Name, Address, Age
100, John, Doe, Somewhere Some Street, 22
  • CSV Name
Name of the CSV file uploaded. Once clicked, it opens the 'Edit CSV' page.
(E.g. 'test.csv')
(Button)
Edit CSV

Once users upload their CSV files, they can click the preferred file and be prompted to a different page, 'Edit CSV'. From here, they can select 'Priority' and a 'Feedback form', or additionally edit the 'CSV data' section.

  • Priority
Setting a higher priority for the CSV file will result in a Campaign using this specific CSV file in comparison to others.
(E.g. 2)
([0-9])
  • Feedback Form
Select the Feedback Form that will be sent to Agents when Leads are dialed from this list.
(E.g. Test)
(Select box)

The 'CSV data' section allows for additional changes to the file. The fields are as presented below:

ID - defines the internal ID in a database.
Number - represents a Lead's number when dialing.
Dialed - refers to a timestamp when a Lead was dialed.
Ended - refers to a timestamp when a call to a Lead ended.
Duration - shows the duration of a call.
Retry After - denotes that after the selected time, the next dial must happen.
Status - shows the Lead's last status. The statuses are as follows:
  • DIALING
  • CONNECTING
  • CONNECTED
  • NOANSWER
  • MACHINE - Answering Machine Detected
  • ABANDONED
  • BUSY
  • NO_DIAL
  • NO_ROUTE
Retries - shows the number of retries.
Disposition - represents the Disposition set on this call. From here, it can be changed to a different Disposition.


  • Number Field
Number of the specified field entered upon CSV upload.
(E.g. 1)
(Display)
  • Errors
Number of errors shown.
(E.g. 0)
(Display)
  • Counts
Number of counts in the CSV file.
(E.g. 81)
(Display)
  • Priority
If there are numerous CSV files uploaded, set the priority of each.
(E.g. 1)
(Display)
  • Upl. Date & Time
Shows the exact date and time of when the CSV file was uploaded.
(E.g. 07 May 2020 10:08)
(Display)
ThreeDotsButton.png

If users hover their mouse over three dots in the menu, the following items will appear:

  • Reset'
Reset all numbers on the list.
  • Reset Unanswered only
Reset all unanswered numbers on the list.
  • Reset by Disposition
Reset all numbers on the list with a specified Disposition.
  • Show CSV Stats
Display data statistics for the current list.
  • CSV download
Download the current CSV file.
CSV will have fields like 'number', 'name', 'city', 'details', 'dialed_number', 'disposition', 'ivrdtmf' represeting (Voice Messaging). Apart from these fields, any data submitted by the feedback form should be present if the scripting is set up.

Other buttons represent the following items:

  • Activate
Each list must be activated in order to be used by a Campaign.
(E.g. Click to activate the list.)
(Button)
  • 5.0.edit.png List Edit
User can edit the priority and the feedback form of a list. There is preview of all numbers on a list where users can also manually change Disposition of each number.
(E.g. Click in order to edit.)
(Button)
  • 5.0.delete.png Delete
Deletes the CSV file from the system.
(E.g. Click to delete the CSV file.)
(Button)

NOTE: Uploading a large number of lists for a single Campaign is not a good practice. Instead, try splitting the lists across multiple Campaigns.

DNC Numbers

DNC (Do not Call) Numbers contain a list of numbers not to be dialed by Agents. Users can upload the list by CSV. These numbers can be deleted from the list or added manually. Any DNC number marked by an Agent through the Disposition will be visible here.

DNC Numbers
  • Add DNC Number
Add DNC Numbers
Upon clicking the 'Add DNC Number' button, users will be prompted to a different window in which they can edit their DNC numbers.
(E.g. Click the button to add DNC numbers.)
(Button)
  • Number
Number to be added.
([0-9])
  • Campaign
A drop-down menu showing the list of Campaigns on the system. After selecting one, the DNC number will be applied in that specific Campaign.
(E.g. Test)
(Select box)


Other options are as follows:

  • CSV Upload
Upload a list of DNC Numbers through a CSV file.
(E.g. Click to upload a CSV file.)
(Button)
  • CSV Download
The CSV download button plays a part in downloading the existing list as a CSV file.
(E.g. Click to download the existing list as a CSV file.)
(Button)
  • Download CSV Template
Download the CSV template.
(E.g. Click to download the CSV template.)
(Button)

Feedback Form

The Dialer feedback forms can be accessed by navigating to the Contact Center menu, selecting Dialer-> Feedback Form. It will show all currently available feedback forms. Here users can add new or edit and delete existing feedback forms.

Feedback Form

Add Feedback Form

Clicking the “Add Feedback Form” button will open up a new dialog where users can customize the feedback form. Editing an existing form will open another page where users can add/edit/remove form fields. Fields are added by dragging from the right menu and dropping into the market area.
  • Save button:
Click to save the feedback form.
  • Close button:
Clicking this button will close the feedback form editing area (note that all unsaved changes will be lost if users close this window).
  • Preview button:
Click the Preview button to preview how it will look like when opened in gloCOM. Please note that the scaling will not be the same as the gloCOM window can have a different size.
  • Clear button:
Click to remove all form fields (a warning message will be displayed).

Header

Add Feedback Form
The header field does not have an input so users will not be able to change this field and its value will not be submitted. They can change the label which changes the text that's shown as well as the header size (h1, h2, h3).

Text Field

textfield.png
A basic text input field. Users can enter a text value which will be later submitted when the feedback form is shown in the Agent's window.

Text Field edit:

  • Required: A toggle checkbox which says should the field be required or optional. If the checkbox is checked, the form will not be submitted if no value is entered.
  • Label: Text that will be shown above the input field. It can be used to describe what the input value should represent.
  • Name: A field name which will be used to identify the field after the form is submitted.
  • Value: Used to set a default value for the field.
  • Placeholder: Sets the placeholder text for the input.
  • Type: A select field with 4 different options:
1. Text Field: A regular text input
2. Password: The entered value will be hidden and shown as ‘******’
3. Email: The input value will represent an e-mail and will be validated as such. If an invalid email address is entered, the form can not be submitted.
4. URL: The input value will represent an URL and will be validated as such. If an invalid URL is entered, the form can not be submitted.
  • Max Length: Set the maximum number of characters that can be entered.

Text Area

textarea.png
A multi-row input area that can be used for entering a larger amount of text.

Text Area edit:

Required: A toggle checkbox which says should the field be required or optional. If the checkbox is checked, the form will not be submitted if no value is entered.
Label: Text that will be shown above the input area. It can be used to describe what the input value should represent.
Name: A field name which will be used to identify the field after the form is submitted.
Placeholder: Sets the placeholder text for the input.
Max Length: Set the maximum number of characters that can be entered.
Rows: Sets the number of rows that can be seen before a scroll bar is shown. It also affects the area size.

Number

number.png
A field that can only have a numeric value. On the right side of the input, there are 2 buttons which are used to increase/decrease the value. The amount increased/decreased can be modified by editing the field.

Number Edit:

Required: A toggle checkbox which says should the field be required or optional. If the checkbox is checked, the form will not be submitted if no value is entered.
Label: Text that will be shown above the input area. It can be used to describe what the input value should represent.
Name: A field name which will be used to identify the field after the form is submitted.
Value: Used to set a default value for the field.
Placeholder: Sets the placeholder text for the input.
Min. Value: Sets the minimum value that can be entered.
Max. Value: Sets the maximum value that can be entered.
Step: Represents the amount that will increase/decrease by clicking the buttons on the right side of the input field.

Date

date field.png
A simple date picker field. Date/Time format will be the default system format (chosen in Admin Settings -> Date/Time). The date shown while editing the field will be the current date.

Date Edit:

Required: A toggle checkbox which says should the field be required or optional. If the checkbox is checked, the form will not be submitted if no value is entered.
Show time picker: A checkbox that enables time picker. Checking this field will show another input field where time can be picked. Default time is the current time.
Label: Text that will be shown above the date area. It can be used to describe what the date value should represent.
Name: A field name which will be used to identify the field after the form is submitted.

Paragraph

A multi-line text field. It does not have an input, so the user will not be able to change its value. This field can be used to make notes for the user which will be shown when the feedback form is loaded.
Power - the number of Leads to dial for each Agent
Min Leave Agent - the amount of Agents to keep in pool if there are Leads ringing
No Agent Destination - if a Lead is not connected to the Agent, please go to this Destination. Do not use Agent Destination in this case.
Ignore Wrap Up Time When Disposition Is Submitted - if users want Agents to get Lead immediately after they submit disposition
Paragraph edit:
Content: Specify the text content that will be shown.

Select

selectdialer.png
A drop-down field where users are able to select one or multiple values.
  • Edit:
Required: A toggle checkbox which says should the field be required or optional. If the checkbox is checked, the form will not be submitted if no value is selected.
Label: Text that will be shown above the input area. It can be used to describe what the input value should represent.
Name: A field name used to identify the field after the form has been submitted.
Placeholder: Sets the placeholder text for the input.
Min. Selections: Sets the minimum number of values that can be selected.
Max. Selections: Sets the maximum number of values that can be selected.
Options: Define the values which are selectable. Every option has 4 actions.
Allow multiple selection: Defines if the user is able to select multiple values or just one. Checked refers to multiple, unchecked for one value only.
Add option: Used to add multiple values to the Options field.

Checkbox group

checkbox.png
A multiple options field where users are able to check one or multiple values.

Checkbox Group edit:

Required: A toggle checkbox which says should the field be required or optional. If the checkbox is checked, the form will not be submitted if no value is selected.
Label: Text that will be shown above the input area. It can be used to describe what the input value should represent.
Name: A field name which will be used to identify the field after the form is submitted.
Options: Define the values which will be checkable. Every option has 4 actions for itself.
Add option: Used to add options to the field.

Radio Group

radio.png
A multiple options field where users are able to check one of the given values.

Radio Group edit:

Required: A toggle checkbox which says should the field be required or optional. If the checkbox is checked, the form will not be submitted if no value is selected.
Label: Text that will be shown above the input area. It can be used to describe what the input value should represent.
Name: A field name which will be used to identify the field after the form is submitted.
Options: Define the values which will be checkable. Every option has 4 actions for itself.

1. The checkbox on the left defines if the value should be selected by default. 2. Left input represents value that will be submitted. 3. Right input represents the label text that will be visible to the user. 4. The button to the right is used to remove the option.

Add option: Used to add options to the field.

Using a Feedback Form

chooseform.png

After creating a feedback form, users can set any Campaign number to use this form.

To do this, please follow the next steps:

1. Navigate to Dialer -> Campaigns -> Edit.

2. Click the Numbers button in the Campaign Data group.

3. Click Edit on one of the CSVs.

4. Select one of the previously created feedback forms.

Making Feedback Forms into Templates

Example - With %% Symbols
Example - After Matching

The Feedback Form fields can be made into templates, so that some values are imported from CSV into the field inputs. This can be done by inserting CSV header values between %% symbols. A simple CSV file is uploaded and it contains two rows. The first row represents CSV headers and the second one displays information about Number.

Example:

Number, First Name, Last Name, Address, Age

100, John, Doe, Somewhere Some Street, 22

To make a template, please follow the instructions below.

Once this form is opened in gloCOM, the fields that have values or labels between %% will be replaced with matching values from the CSV file.

Example (please refer to the screenshots):

  • %FirstName% will be replaced with John.
  • %LastName% will be replaced with Doe.
  • %Address% will be replaced with Somewhere Some Street.

Each field has different parameters that can be made into a template.

  • Header: Label
  • Text Field: Label, Value
  • Text Area: Label, Value
  • Number: Label, Value
  • Date: Label
  • Paragraph: Content
  • Select: Label, Option Value (left input), Option Label (right input)
  • Checkbox Group: Label, Option Value (left input), Option Label (right input)
  • Radio Group: Label, Option Value (left input), Option Label (right input)

NOTE: This process is case-sensitive, which means that the value inserted between %% must completely match the CSV header.

Submitting

The Name of each field to be submitted will be used to identify that exact field after the form has been submitted. If the Name of the field matches one of the headers, then the value of that field, in the CSV file, will be changed to the value submitted.

CAUTION:

CSV Headers should not contain any of the following characters if they are going to be used in the template of a Feedback Form.

  • chr(46) . (dot)
  • chr(91) [ (open square bracket)
  • chr(128) - chr(159) (various)

TIP: Avoid creating CSV Headers with those characters.

The submitting will fail, if the fields are named as follows:

  • Include.Invoice.Tax
  • Check[open]
Warning Message

If any of the aforementioned characters are included, the warning message will be shown, saying "Warning: File contains invalid header characters. Please read the documentation."



formsubmitname.png

Once the form for the Feedback Form Templating example is loaded and the template values are filled in, it is possible to change the values before submitting the form.

Example (please refer to the screenshot):

If users set the Name of the Number field (representing the age input) to Age in order to match the same CSV header Age, then the submitted value will be filled in the Number field of the CSV file.

After the form has been filled out with preferred values, it is time to change the Age Value to 30 and submit the form. If the same CSV file is loaded in this form again or downloaded, the Age input will have Value: 30 and the CSV file will contain the following:

  • Number: 100
  • First Name: John
  • Last Name: Doe
  • Address: Somewhere Some Street
  • Age: 30

NOTE: If multiple values need to be selected, they have to be put under double quotes due to the comma delimiter.


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