VICI-manager-manual

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LIST OF CONTENTS


INTRODUCTION

This manual is meant as a resource for Call Center Managers and System Administrators to better understand how ViciDial works and to learn how to use all of it's features correctly as well as answer questions as to why things work the way they do within ViciDial and it's management interfaces. It is expected that you have thoroughly read through the ViciDial Agent manual before reading this manual.



What is ViciDial?

ViciDial is a Call Center solution that allows agents to log into a web-based agent screen and take inbound and outbound calls as well as place outbound calls manually and from a list. The agent logs into one campaign and can also take calls from one or more in-groups(or inbound queues) at the same time they are placing/taking outbound calls. ViciDial can function as an ACD, Predictive Dialer and can do many of the functions of a standard PBX as well. There are hundreds of features and options available within ViciDial, and they are covered here in this manual.



What is a ViciDial manager?

A ViciDial manager is a person who adds, modifies or deletes users, campaigns, lists, inbound groups(or queues), DIDs, Call Menus(or IVRs), add voicemail boxes, configure phones and manage the music on hold and audio prompts in the system as well as other items within the ViciDial system. They also control the call pacing and other campaign settings while a campaign is running in the call center. A manager can look at performance reports, modify individual customer lead information, listen in on agent phone calls and do many other functions that are needed to run a call center effectively.

This manual is current as of the 2.2.1 release of ViciDial/astGUIclient.



How do the manager administration screens work?

The ViciDial manager administration page(/vicidial/admin.php) gives links to modify many aspects of how the ViciDial systems run. From here you can view real-time reports and modify many kinds of settings. The screen is a fairly basic web page and can be accessed from almost any web browser and even most web-enabled mobile cellphones.

As of the writing of this manual(version 2.2.1), the ViciDial manager administration screens are available fully translated in English, Spanish, Italian, Greek, German, French and Brazilian Portuguese.

The next section of this manual contains tutorials that will show you step-by-step how to set up and use the ViciDial Call Center Suite. The section following the Tutorials will give a basic overview of
Outbound dialing regulations in the USA(United States of America), UK(United Kingdom) and Canada, including USA Federal government FTC regulations and various state regulations. The section following the regulations section will go into detail about how most of the manager features work with a description of every screen in the manager sections of the ViciDial management interface.



TUTORIALS: (Click selection to redirect links)

A. Add a new SIP or IAX phone to the system

B. Add a new Carrier trunk to your system

C. Create a campaign, load leads, add a list, add users and start dialing

D. Change your outbound dialing campaign to use Predictive Dialing

E. Create an inbound-group, point a DID at it, and take calls

F. Set up a remote agent to be able to take calls from the Inbound/Closer-enabled campaign

G. Set up the Audio Store, upload an audio prompt and record a prompt over the phone

H. Set up your outbound campaign to do Answering Machine Detection(AMD)

I. Set up an auto-dial campaign to dial without any live agents and play a message

J. Set up a “press-1” type, or survey, outbound dialing campaign

K. Set up blended in/outbound calling with your inbound-enabled campaign

L. Add a ViciDial External-user Agent on their home phone

M. Add a DID and point it to go to a specific logged-in ViciDial Agent

N. Add a Call Menu(or IVR) to an Inbound DID and inbound group

O. Add a “If you know the extension...” option to a Call Menu with AGENTDIRECT DID entries

P. Add External Phone entry for your mobile phone then live monitor using the Real-time Report.




REGULATIONS FOR THE USA: FTC AND STATES

  • FTC REGULATIONS
  • FTC Federal Do-Not-Call List
  • FTC Safe Harbor Regulations
  • Other FTC Regulations
  • SPECIFIC USA STATE REGULATIONS
  • Local Calling Times
  • Telemarketing Prohibited Holidays and Other Prohibitions
  • State-specific DNC lists
  • Recording of Conversations Regulations
  • REGULATIONS IN OTHER COUNTRIES: UK, CANADA AND OTHERS
  • UK Call Center Regulations
  • Canada Call Center Regulations




OVERVIEW OF ALL MANAGER SCREENS FUNCTIONS

VICIDIAL USERS --- For more details please check this LINK
Adding a New User
Modify User
Agent Interface Options
Admin Interface Options
Descriptions of ViciDial user fields
Delete A User
Copy A User
Search For Users
More User Information
User Time Sheet
User Status
User Stats
User Multiple-Day Status Report
User Territories
User Callbacks
Admin Changes for this User Record


VICIDIAL CAMPAIGNS
Add a New Campaign
Copy A Campaign
Modify Campaigns
Lists Within This Campaign
Dialable Leads and Leads in the Hopper
Campaign Ranks and Call Counts
Campaign-Specific Custom Statuses
Campaign Hotkeys
Campaign Lead Recycling
Auto Alt-Number Dialing Statuses
Agent Pause Codes
Campaign Survey
Campaign List Mix
Logout All Agents From a Campaign
Delete Campaign
Campaign Stats
Real-time Campaign Stats
Historical and Summary Campaign Reports


VICIDIAL LISTS
Add a New List
Modify Lists
List Statistics
Delete List
Search For a Lead
Modifying a Lead
Add or Delete Numbers to/from the Internal and campaign DNC Lists
Download List
Loading New Leads


VICIDIAL SCRIPTS
Add a New Script
Modify Script
Delete Script


VICIDIAL FILTERS
Add a New Filter
Modify Filter
Delete Filter


VICIDIAL IN-GROUPS
Add a New In-Group
Copy An In-Group
Modify In-Group
Inbound Group Agent Rank and Call Count
Delete In-Group


VICIDIAL INBOUND DIDS
Add a New DID
Copy A DID
Modify DID
Delete DID


VICIDIAL CALL MENUS
Add a New Call Menu
Copy A Call Menu
Modify Call Menu


VICIDIAL USER GROUPS
Add a New User Group
Modify User Group
Delete User Group
Group Hourly Report
Bulk Group Change


VICIDIAL REMOTE AGENTS
Add a New Remote Agent
Modify Remote Agent
Delete Remote Agent


ADMIN – Advanced Administration


ADMIN - PHONES
Add a New Phone
Modify Phones
Call-In phone entry, dial-in ViciDial agents
Delete Phone

ADMIN – PHONE ALIAS

GROUP ALIAS

ADMIN - VICIDIAL CALL TIMES
Add a New Call Time Definition
Modify a Call Time Definition
State-specific Call Time Definitions
Delete Call Times
Shifts


ADMIN - SERVERS
Add a New Server
Modify Servers
ViciDial Server Trunks
Conf File Templates
Server Carriers(Trunks)


ADMIN - CONFERENCES and VICIDIAL CONFERENCES
Add a New Conference
Modify Conferences


ADMIN - SYSTEM SETTINGS

ADMIN - SYSTEM STATUSES

ADMIN - SYSTEM STATUS CATEGORIES


ADMIN - VOICEMAIL
Add a New Voicemail Box
Modify Voicemail

ADMIN – AUDIO STORE

ADMIN – MUSIC ON HOLD
Add a New Music On Hold Context
Modify Music On Hold


ADMIN – TEXT TO SPEECH
Add a New Text to Speech Entry
Modify Text to Speech Entry


VICIDIAL SCHEDULED CALLBACKS
ViciDial Timeclock
Timeclock Records Editing
User Status Page
User Stats Page


VICIDIAL STATS AND REPORTS
System-Wide Reports

TIME ON VDAD - Per Campaign
TIME ON VDAD – Change In-Groups
TIME ON VDAD – Live Audio Monitoring
TIME ON VDAD – All Campaigns Summary
TIME ON VDAD – SIP or IAX listen and barge

VDAD OUTBOUND REPORT

VICIDIAL OUTBOUND INTERVAL REPORT

VDAD CLOSER/INBOUND REPORT

INBOUND/CLOSER SERVICE LEVEL REPORT

INBOIUND SUMMARY HOURLY REPORT

INBOUND DID REPORT

IVR/CALLMENU REPORT

AGENT PERFORMANCE DETAIL REPORT

AGENT TIME DETAIL REPORT

AGENT STATUS DETAIL

AGENT DAYS DETAIL

FRONTER – CLOSER REPORT

AGENT SPREADSHEET PERFORMANCE

USER TIMECLOCK REPORT

USER GROUP TIMECLOCK STATUS REPORT

EXPORT CALLS REPORT


ADMIN CHANGES LOG
Server-Specific Reports

SERVER PERFORMANCE REPORT
TIME ON VDAD Report
CLOSER INBOUND Time REPORT

PHONE-BASED VICIDIAL FUNCTIONS
Generating audio prompts through a phone
Blind Monitoring ViciDial Agents
Manager Barge-in on ViciDial Agent Calls

QUEUEMETRICS INTEGRATION

VTIGER INTEGRATION

SANGOMA CALL PROGRESS DETECTION(CPD) INTEGRATION

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