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Introduction

The access to the uConctact Portal http://IPSERVERBBDD:8085/portal/ where IPSERVERBBDD is the IP address where is located Integra Server (usually database server).

This also could be accessed via https on port 8086. By entering this address you reach the initial screen of the Login of uContact portal. 

To access into the system, enter the user name and password, then push "enter" or "click" in the key to access. (Select the required language).

In the first entry to the portal the username "Admin" and password "Admin" could be changed, which is strongly recommended.

The first screen presented is in the portal are the specific groups that the user belongs.

Licensing information

On the lower right corner we find a key. This view is to provide licensing information available on the system. If the number of agents exceeds the limit, or the license expires, the system will begin to be unstable and will be impossible to use.

Administrator

Breaks

On the top of the screen we can see an icon of a cup as shown in the image.

This option allows to put the Admin on break. This means that he will not get any calls, only direct calls.

When the Admin is on break, a timer starts counting indicating the time he is on pause. Besides the state icon changes to the type of break chosen.

To exit the break just press the Play button.

Types of breaks:

Chat

This function allows the admin to chat between the agents.

To enter the chat, press the chat button located in the top right corner of the screen. When a message is recieved, it will be notified in the chat icon with the quantity of unread messages.

When entering the chat, a tab will open on the center of the screen. The screen shows the agents to which the Admin is chatting to, and the recieved messages.

The chat has the option to search by username, send files and make a broadcast, this allows to send a message to all the agents.

To close a chat place the mouse pointer above a user and press the cross.

Agents profiles

It is possible to see the profile of an agent by the following ways.

From the phone, located on the upper right side of the screen, by selecting an agent and pressing the info button.

Another way is from campaign status, when selecting an agent from the table, the info button will appear on the monitoring options.

Interactions

On this screen the user can see his progress, incoming and outgoing calls, sms, mails, as well as interactions with social networks like twitter or facebook and the webchat of the day.

Times

The user can also see the time he was logged in, time on breaks, spoken time and time he was free.

Free time is the time in which the user was logged in without being on a break or making a call. Free time = (Logged - (Spoken + Break))

Tables and graphs

On the right, the user can see a timeline detailing his activities, a table that indicates the time spent on every break and a graph of the day by hour.

The graph is divided by hour, it shows the ammount of calls and sms of the user (incomming and outgoing)

If the mouse pointer is placed over a specific time, the user can see the ammount of calls and sms for that hour.

Important:

• Both tables (the timeline and the break times) stores its data on the computer that the user is using, this means that if the user changes computer or cleans the caché, the data of the tables will reset.
• The times as well as the interactions and the graph stores on the server, therefore this data will remain on the user account.
• All data resets daily.
  
  

ADMINISTRATIVE

Creating Users and Agents

The creation of campaings and agents are vitals for statistics, control and supervision of the call center, being a necessary requeriment to establish the organizational strategy.

The procedure is always the same, both when entering new agents, creating new campaigns or either eliminating one of those.

New agents:

Whenever a new agent is created, it's properties must be set, such as which technoloy to use, autentication, type of telephone and restictions or permits that this agent will have.

One of the properties that will define the behavior of the agent inside the call center will be the context to which it's assigned,

 which will contain all the logic of calls , validation and logical post call to generate the statistics.

 When creating a new agent using the same telephone number of an old one (usually when leaving the organization), this agent must be deleted, create a new one with the corresponding data and reassign him to the according campaign

Whenever an agent is deleted it is removed from the campaigns to which it belongs .

  Agents

This option configures the administrative phones, voice mails and SIP and IAX2 agents with all their properties.

To configure agents and administrative phones we have the following.

Important fields:

Name: Name of the agent to be deployed in the caller ID

Phone: Phone number.

Password: Phone password.

Context: Associations which will direct the call attempts you make, this depends on the configuration of the dialplan.

Email: E-mail for sending the messages left on the mail box.

Group: Grouping for pickup, this functionality is used to group for example a number of phones (ex. 1) and among them will be able to take calls if they are in the same group. It can be a list.

Mail Box: mail box, usually the phone number, it must be created in the Voicemail option, number @ context, or if you want to create automatically you should select the left option of the mailbox.

Phone Type: Indicates the type of phone used the associated agent:

• Hardphone: physical IP Phone.
• WebRTC: IP Phone software.
• Java: IP Phone by Integrated software to the uContact Agent 

Language: language for the system messages of the phone.

Transport: Indicates which transport protocol will be used:

• udp: Common udp protocol.
• tls: Encrypted protocol often used with the voice encryption option.

Encripted: Indicates if the voice communication will be encripted or not.

Type of account: Indicates the type of account that is being created.

• SIP: Account using SIP technology.
  
• IAX: Account using IAX technology.

Limit: It allows to assign a credit limit for the agent. (Usually used for vPBX)

Direct: Allows to define if the agent will have a direct line based on the incoming DID (Usually used for vPBX)

Business: For vPBX 

Codecs: Audio and video codecs that uses the Agent.

DTMF: Signalling type of telephone rings

Administrative Phone: Administrative phones do not consume agent licences and can not belong to campaigns. Also the state of the same can not be seen at the contact section.

Permissions: When selecting an agent from the list, on the lower right corner of the panel, the field permissions will appear which allows to view and set the agents permissions.

Security in uContact

uContact has a security module that allows to manage the system, assigning a profile to each user based on their role and needs.

To be able to do this, whenever a user is generated you owe it to assign a specific security group where they are grouped by permissions and roles within the call center.

When creating a security group, it should be taken into account the applications that this group will be allowed to use, the campaigns it will be allowed to see and the report groups it will have access to.

Everything that concerns security for campaigns and dialers, it is inherited through all the system, taking as example the recordings module, reports, supervision, etc. that will only show information of campaigns that will have visibility. This allows users assigned to the groups only have access to information related to their work and not to other campaigns which he is not assigned to.

Notes:

Whenever a user is created in the system, it should be assigned to an existing group and in the case that there is no group that meet the needs, this group must be created before the user.

Whenever new campaigns or dialers are created into the system, should be reflected in the security groups for users to see, as they can not see them as default. 

Whenever you want to completely restrict the access to a user you can delete his information or disable him in the group of security module to which it belongs (users and security groups)-

Users

Menu for managing the system users.

In this module the system users will be configured, where you can change various options depending on the group each user is assigned.

Username: You specify the name of the user to add.

Password: It specifies the password that the user has.

Confirm Password: It specifies the password again to verify it has been properly entered.

Enabled: It specifies whether the user is enabled or not, if false the user cannot access the system.

Group: Indicates the group to which the user belongs. That group will have certain permissions in both access to information as well as security options.

Last Change of password: It is established the date on which the last change of system password was made.

Permissions:

Password: It specifies the password that the user has.

Name: You specify the name of the user to add.

LastName: You specify the lastname of the user to add.

Permissions: 

• Local calls
• Mobile calls
• International calls

Usually used for PBX.

Security Groups

Menu for managing the security groups.

This module allows you to define security groups that the system has, within the main functionality is to assign different access modules specified herein assigning separate campaigns and BI groups (or reports), to which it has access.

 Group: Group name.

 Description: Description of the group created.

Views: Assigns whether the group has access to system modules, if not enabled will not be seen by users who belong to that group.

They can choose from any to all views. These views are separated into boxes depending on the possible roles that can be assigned.

Campaigns: You can assign from none to all campaigns (campaigns) in the system, the user assigned to this group will have access to all information of those campaigns.

Social Network campaigns will have the prefix SN- added to their name.

BI Groups: From none to all groups can be assigned of the reports available in the system, the user assigned to this group will have access to all information of the groups assigned.

In the case of campaigns and groups reports , this information will be available to generate reports, on the other hand if the views of states and campaigns is enabled, you can view the campaign data which are assigned to the group to which the user belongs .

Business

  Menu for managing companies (usually used to vPBX or internal pricing)

Company Management or sections parameters of the company (usually used to vPBX or internal pricing)

Number: No. of the initial phone company (the first 3 digits for example of the extension).

Name: name of the company

Payment: Type of payment used by the company:

• Postpaid: payment type monthly statement.
• Prepaid: payment type initial credit limit.

TimeZone: Select the time zone of the company.

Enabled: Indicates whether the company's account is enabled or not.

Carrier: Indicates whether the account is a carrier or not.

Email: Email address of contact in the company.

Phone: Phone number of the company.

City: city where your business is located.

Country: Country where the company is located.

User: user to enter the vPBX management portal (not used yet)

Password: password to enter the administrative Portal vPBX (not used  yet)

Address: address of the company.

Expiration: expiration date of the account.

Balance: Company's current balance (amount owed).

Credit Limit: credit limit assigned to the account to limit the call time

Frozen Time: variable used to define a time reserved for no overlap in the balance of the company.

Unfrozen Balance: variable used to define the amount reserved for no overlap in the balance of the company.

Discount: Discount applied to the company.

DID: Company Number used for both outgoing and incoming calls.

Note: Note significant data as a description of the company.

LDI regexp: regular expression that indicates when the call is international.

LDL regexp: regular expression that indicates when the call is local long distance.

LOC regexp: regular expression that indicates when the local call.

MOB regexp: regular expression that indicates when the call is to a mobile.

Time Range: indicates the time range used in the initial flow (operating hours).

Days of Week: indicates the days of the week used in the initial flow (operating hours).

Day of month: indicates the days of the months of the year used in the initial flow (operating hours).

Months: indicates the months of the year used in the initial flow (operating hours).

Gateway Local: indicates the account he used for GW output for local calls (used in SIP dial string).

Gateway Mobile: indicates which GW will use to output to mobile calls (used in SIP dial string).

Gateway LDL: indicates which GW will use to output to local long distance calls (used in SIP dial string).

Gateway LDI: indicates that output will use for long distance calls GW (used in SIP dial string).

My Gateway INT: Indicates whether the company uses its own GW for international calls.

My Gateway LOC: Indicates whether the company uses its own GW for local calls.

Alert: credit limit alerts to warn the customer.

Creation of campaigns

Menu where system campaigns are created.

New campaigns:

Campaigns allow you to define different groups of agents , both for attention and for outgoing calls to outside the organization

Here will be defined the behaviours of the campaigns, such as music on hold, notifications , the ACD strategy in the different agents, control thresholds, etc.

Grouping within campaigns:

As explained in the point of creation of agents it is always necessary to add the agent to the campaigns that will be working.

It is assumed that the agent will be added depending on the type of work he is doing which may be taking calls as well as making them.

This point is important as it will allow to generate operative statistics of the campaign itself as well as the agent, referring to time, quantities, etc

Voice Campaigns

Inbound

Outbound

Definition of the direction of the campaign: The type of campaign must be specified (inbound or outbound).

Name: campaign name.

Email: campaigns email

DID: DID (phone number) associated with the campaign for identification purposes.

Music on Hold: Name of the type of music on hold (default: default) (inbound).

Timeout: how much time the agent's phone rings (inbound).

Retry: how long to wait before trying again to all members (inbound).

Wrapup: time not to send another call after hanging up, allows the agent to finish what he is doing (ex. data entry) (inbound)

Dial String: Provider used on the outgoing calls that are dialed manually (outbound).

Max : Maximum number of people waiting in line (0 for no limit) (inbound)

Service Level: threshold to calculate service level (inbound/ outbound).

Weight: weight of the campaign, priority (inbound).

Member Delay: wait before being able to speak or listen (inbound).

For incomming calls: The answered inside the service level in seconds.

For outgoing: Estimated duration of the call, good for management.

Context: context so that if something is typed while being in the campaign, to go to that context (inbound).

Announce Frecuency: how often report the position in the campaign to the caller or estimated time (0 is off) (inbound)

Periodic Announce: name of audio to be played from time to time during the wait. It uses the parámeter "Announce frecuency" to reproduce. (inbound)

Strategy (inbound):

•  ringall (ring to everyone until one answers)
•  leastrecent (ring at that time was called over from the last time)
•  fewestcalls(ring at That Time was called over from the last time)
•  random (random)
•  rrmemory (round robin with memory)
•  linear (ring in order)
•  wrandom (random but used as a weight penalty, skills)

 Round Seconds: round seconds in 0, 5, 10, 15, 20 or 30 for report to the caller (inbound)

 Join Empty (inbound):

Comma separated list of:

• • paused: Members are considered unavailable if they are paused.
  • penalty: Members are considered unavailable if their penalties are less than QUEUE_MAX_PENALTY.
  • inuse: Members are considered unavailable if their device status is In Use.
  • ringing: Members are considered unavailable if their device status is Ringing.
  • unavailable: Applies primarily to agent channels; if the agent is not logged in but is a member of the queue it is considered unavailable.
  • invalid: Members are considered unavailable if their device status is Invalid. This is typically an error condition.
  • unknown: Members are considered unavailable if device status is unknown.
  • wrap-up: Members are considered unavailable if they are currently in the wrapup time after the completion of a call.

Leave When empty: leave if the campaign is empty (inbound).

Following status separated by comma:

• • paused: Members are considered unavailable if they are paused.
  • penalty: Members are considered unavailable if their penalties are less than QUEUE_MAX_PENALTY.
  • inuse: Members are considered unavailable if their device status is In Use.
  • ringing: Members are considered unavailable if their device status is Ringing.
  • unavailable: Applies primarily to agent channels; if the agent is not logged in but is a member of the queue it is considered unavailable.
  • invalid: Members are considered unavailable if their device status is Invalid. This is typically an error condition.
  • unknown: Members are considered unavailable if device status is unknown.
  • wrap-up: Members are considered unavailable if they are currently in the wrapup time after the completion of a call.

Schedule: The schedule of the campaign.

Welcome: Audio name that will be used as a welcoming music within the flow as a parámeter.

 Out of time: Name of the audio that will be used as a Out of Time music within the flow as a parámeter.

Thresholds: This section allows you to set thresholds for monitoring the campaign, including:

Service level (Ex. 40-80 percentage):

•  First range Red (Ex. 0-40), second Yellow (Ex. 40.80), hird Green (Ex. > 80).

Abandon rate  (Ex. 20-60 porcentage):

• First range Green (Ex. 0-20), second Yellow (Ex. 20-60), third Red (Ex. > 60).

Call and no call time  (Ex. 60-180-300 time in seconds):

• First range without alert (Ex. 0-60 seconds), second range, yellow phone (Ex. calls between 60 and 180 seconds of duration), third range, red phone (Ex. > 180 seconds).
• If the agent does not answer any call in more that X seconds a Warning in red will appear (Ex. > 300 seconds without a call).

ACD (Ex. ammount 3-6)

• Until the first value, the ACD will be green, between the same will be Yellow, Red for higher values.

Breaks (Ex 300-400-100-200):

• Every break the system has, should have a maximum limit in seconds, otherwise in the alert column will appear the break icon in red indicating that the agent is past time.

TimeOut Restart: If selected to true, the timeout for an agent to answer is reset if busy or congestion can reject the call or cancel. (inbound)

Announce Position: yes, no, once, in the announcement include the estimated wait time. (Incoming)

Announce Frecuency: how often report the position in the campaign to the caller or estimated time (0 is off) (inbound)

Record: whether record or not incoming calls to the internal campaigns. (Incoming) recording the definition is made in the outbound call flow directly. (Set starting guid as recording name in the flow before entering the campaign)

Ring in Use: true, send other call even if is InUse, if they have answered more than one line and want to attend more than one at a time (inbound).

Form: Here you can define the Form or URL that is displayed when clicking the forms button for a specific campaign.

• Option 1: uContact Form: Only the name of the Form or Name of the form | true (this is to enable the cross of the form, to be able to close it)
  
  Examples: Codigos | true

                   Codigos

• Option 2: uContact URL: URL well formed | name to show on Tab or URL well formed | name of the Tab | true (this is to enable the cross of the form, to be able to close it)
  
  Examples: http://www.observador.com.uy | Observa

                   http://www.observador.com.uy | Observa | true

 Campaign Members

Menu where assigned members in campaigns are managed.

Voice Members 

Here the agents are assigned to campaigns, set its state (if it's paused) and skill (penalty)

Campaigns: The campaign is selected.

Agents: Agents who want to be added to the campaign are selected.

Inside of members, in their configuration: Paused: 0 (no) 1(yes), if the extension is paused.

                                                                        Penalty: skill, the lower, the more calls will get (less penalty). 

Members Displays the extensions assigned to the selected campaign, allows to remove from the campaign one or a group of agents.

Find: Allows searches by internal name (may be partial to display similar names). When looking for an Agent , you can see the campaigns to which it belongs.

Functioning when selecting multiple campaigns:

When selecting multiple campaigns, all agents that belongs to those campaigns are shown.

It is possible to add agents to the selected campaigns. The agents must be selected and then they will be added by pressing the add button.

Note: In case that the agent that is wanted to be added does not appear on the Agents table (on the right), it is because he belongs to all the selected campaigns.

If there are multiple selected campaigns and one of the agents is deleted, it will be deleted from all those selected campaigns. .

Holidays

Registers holidays for campaigns.

To add a holiday click on a day of the calendar where the next screen will appear.

Description: A description of the holiday..

Start time: Start time of the holiday.

End time: End time of the holiday.

Sound: Sound that the event will have.

Campaign: Select the campaign that will have the holiday. To add all campaigns select *.

Recurrent: The event will repet anually. 

Non recurrent: The event will not repeat.

When clicking on save, the event will be added to the list that appears at the right of the calendar.

Within the list of events, if the pointer on one of the events is placed , it will be highlighted in the calendar.

The recurrent events are displayed with a loop icon next to the event name. 

If you want to delete an event , you must point the event that will be deleted and press the cross that appears on the corner.

Blacklist

The blacklist can add numbers to a campaign in which you do not want to make calls.

This feature allows you to manage blacklists of campaigns by adding or removing specific numbers. These features are detailed below .

Campaign: Campaign name to be changed . You can select all campaigns choosing the *.

Number: Number to add or remove from the list.

File: file containing phone numbers to add.

File format .csv

Empty a list:

To empty a list, the campaign must be selected and then click the cross next to the campaign name.

This will remove all numbers from the blacklist of the selected campaign.

Remove a number from the list.

To remove a number from the list, the campaign must be selected and the number must be placed. Then press the Delete button.

Another way is by searching the number on the list and then press the Delete button.

Add a number to the list:

To add a number to the list, the campaign must be selected, indicate the number and press the Save button.

If you want to upload multiple phones you can upload a file containing the numbers of the files in the format specified above.

Providers

VoIP

Menu where VoIP carriers are managed.

Name: Name of Provider (Carrier).

Password: assigned by the Carrier.

Context: Grouping where direct call attempts made by the carrier, this depends of the dialplan.

Host: Provider IP.

From User: depends if required by the carrier.

From Domain: depends if required by the carrier.

Puerto: port used by the connection.

DTMF: DTMFs sending mode.

Qualify: if monitors connectivity with the provider.

Insecure: Specifies how to handle connections to the provider, not: authenticate all connections.

Transport: allows the user to select the protocol to be used (UDP,TCP, TLS).

Encryption: indicates if the connection is encrypted or not (used when TLS transport protocol is present), when using voice 

Type if the provider is SIP o IAX

Codecs: codecs used by the supplier (related to audio).

Digital Carriers

This is where you configure the E1/T1 digital lines (ISDN PRI and MFCR2).

When you start this screen you can see the list of the active configuration and details by selecting them, then you can add and remove in memory until the desired configuration, for the changes to take effect you must use the Apply Config button, this should be done once you are sure that you have the desired configuration information. For the changes to take effect you must restart the system.

Check Channels: This button automatically creates the new configuration for telephony boards that were installed on the system, this gives us the available channels to configure. Note that we should not use this button unless it is absolutely necessary either a new installation or a hardware change.

 ISDN PRI and MFCR2 Lists: Lists of available channels to group, each corresponding to a type of technology and these cannot be mixed.

 Group: group number.

 Lenguage: language associated with the channel group audios.

 Context: Grouping where direct call attempts made by the carrier, this depends on the set in the dialplan.

 Signalling: Signaling type desired for digital settings.

 Account: For reasons of saving in the CDR, usually carrier name.

 Type: for several types of ISDN configurations thereof.

 CallerID: CID number for channel.

 Analog

Menu where the FXO – FXS analog lines are configured

 This is where you configure the analog FXO - FXS In this screen you can see the list of the active configuration and details by selecting them, then you can add and remove in memory until the desired configuration, for the changes to take effect you must use the Apply Config button, this should be done once you are sure that you have the desired configuration information. For the changes to take effect you must restart the system.

Check Channels: This button automatically creates the new configuration for telephony boards that were installed on the system; this gives us the available channels to configure. Note that you should not use this button unless it is absolutely necessary either a new installation or a hardware change.

Lists FXO and FXS: available channels are listed FXO (Connected against the PSTN), FXS (Connected to phones), you cannot mix different signaling channels.

Group: group number.

Lenguage: language associated with the channel group audios.

Context: Grouping where direct call attempts made by the carrier, this depends on the set in the dialplan.

CID Signaling: CallerID signaling (ANI).

CID Start: signals the start of sending the CallerID (ANI).

DTMF CID Level: Signal strength for DTMF detection.

Account: For reasons of saving in the CDR, usually carrier name.

CallerID: CID number for the channel.

Answer on polarity switch: Set if incoming lines have polarity.

Hungup on polarity switch: Set if outgoing lines have polarity.

Busy Detect: if no polarity must make cutting detect analog lines, you can also specify the busy pattern.

Providers & Rates

 Menu for system Providers & rates.

he first menu is focused on management system providers.

Name: provider name.

Limit: Indicates if there is a balance limit on the use of carrier.

Balance: indicates the balance of the account of the supplier of the minutes used.

Note: comment on the provider.

Enabled: indicates if the provider is enabled or not.

The second menu is focused on management of the provider rates

  Provider: provider selection.

  Prefix: Indicates a regular expression prefix to use.

  Cost: indicates the actual cost to the destination prefix minute.

  Rate: indicates the minute rate to the destination prefix that will be charged to the customer.

  Note: comment on the provider.

  Filter: Allows you to filter within the provider fees and prefix.

  Upload icon: Choose a .csv file to load rates massively.

  File Format .csv

Audio

Menú to manage the audio of the system.

Sounds

Audios are created to use by the system for general funcitions, mainly for designed flows.

File: Name of file to upload to the system is selected from the upload button to the right of the text box, selecting the Wav you want to upload to the system.

Directory: place to post audio, usually / var / lib / asterisk / sounds / and then you can use the language selection, can be changed to generate upload music on hold classes, which can be any required directory. Next to the text box is a button that shows the complete contents of the directory.

Language: select the audio language; this places it in the appropriate place to hear the language as setted in the flow. 

Description: Short description of the audio.

Player for the sounds already located in the system.

Music on Hold

Menu for music on hold management.

Audio groups for music on hold are created, either for campaign or when you put a call on hold.

Class: name of the group of music on hold.

Directory: Allows to upload the audio for that class of music on hold.

Dialers

Menu for defining dialer’s campaigns.

The dialers can generate direct dialing campaigns under various channels and in different forms , among which we are:

• VOICE
• SMS

 Voice

With regard to voice we have two different types of dialers:

Voice Broadcast: Allows to generate, basing on the assigned channels, calls that then will be passed to telephony flows. This type of dialer is more effective when you want to make notification calls with prerecorded messages, as it does not take into account the states of the agents and it is always running the maximum avalible assigned channels.

Power Dialer: This dialer allows to generate calls whenever there is avalible agents in the system. This is done when creating a new campaign dialer, where after choosing the type of dialer is assigned the related campaign, where the states of the agents will be taken with the end of generate calls. The principle of using this type of dialer will always be linked to two variables, first the number of free agents that the asociated campaign has and second the number of free lines that the dialer campaign has.

For any phone dialer some points are neccesary such as string of dialers (that usually is the calling device), and specific context to indicate the behaviour of the dialer. It is also important to define the quantities of channels consistent with the physical availability of equipment.

Notes: 

The voice dialers always have to have digital lines with signage (to indicate the begining and end of the call).

The telephone provider to use must have favorable responses of cause of call (to start when it could not make a call).

Dialers: Indicates the type of campaign dialer that is can be one of the following types:

•  VoiceBroadCast: Focused on massive automated calls, usually with a predefined audio and data load numbers to call, also can be used to perform automatic surveys.
• Power Dialer: Focused on making outgoing calls, based on available agents, allowing automating the entire customer called with waiting times and selected strategies.
• SMS: Focused in SMS campaigns, usually used for massive distribution.
• EMAIL: Focused in EMAIL campaigns, also used for massive distribution.

Name: You select the previously created campaign for outbound dialer (queue created).

Enabled: Indicates the state in which this campaign can be "on", "off", indicating whether it is going to be active or not.

Schedule: Frequency at which the alert is executed. For more details click on the next link: Schedule

Dial String: Indicates the dial string used by the campaign (which depends on the technology being used). Ej (DAHDI/G1 / SIP/ CARRIER/, etc.)

Context: Context to be used in the outbound campaign, where flow must be defined to perform the desired action. This will connect an answered phone of the dialer to that context.

Max Caller Channels: In the event that either of VoiceBroadCast campaign may define a maximum channel to use to dial.

Time between Calls: Sets the time in milliseconds between calls, thereby giving the possibility to adjust speed of the dialer. (-1 for more power on making calls)

TimeOut: Sets the maximum time to set up the call and wait to take action while automatic dialing.

Max Retries: Cantidad de intentos que se puede hacer en una llamada antes de quitarla de la lista del discador.

Sounds: Set the name to be used in the audio stream VoiceBroadCast (or in case you want to use you in other dialer), you get a variable ${sound} within the flow.

CallerID: It indicates the caller ID of the campaign.

CallerID ComboBox: allows indicating if the caller ID is going to be sent to the dialed extension. (This functionality is enabled when the provider allows it).

Parameter Value:  Ads variables and values, which can then be used within the context predefined in the campaign, giving more flexibility to the flow. For this case you register the name of a variable followed by a value for it. 

AMD: Allows preset from taking into account the detection of answering machines, to take actions to dismiss a call or leave a message anyway (must define AMD on the flow).

DNCR: Allows enabling or disabling the DNCR list verification when dialing or sending SMS.

Within the call flows have the following variables to use in a campaign Dialer:

$ {sound}, $ {am} and all that are defined for both the campaign and for each contact in particular when the dialer database is loaded

SMS

Regarding SMS, we have a unique type of dialer that will only have a schedule assosiated as well as an only dialer device.

It will associate a time range for all campaigns, that will establish the time and day on which they run in order not to make actions at improper schedules.

Name: Name that the dialer will have.

Schedule:  Frequency at which the alert is executed. For more details click on the next link: Schedule

Enabled: Indicates the status in wich the dialer is, if it is active or not.Indica el estado en el cual está el marcador, si está activo o no.

DNCR: Allows to enable the registry check in white lists for telephone numbers not to call or send SMS

Dial string: In base of the api that sends sms it can be configured with the following options:

• Dinstar - DinstarWeb:  You enter from wich to wich channel, e.g: (0.3) it means that sms will be sent for 4 channels recursively (0-1-2-3-0...)
• Qualirt: It does not take dialstring
• Twillio: It does not take dialstring

Time between messages: Allows to set the time between message and message in ms.

Reports

Menu for report management

Administration

Reports can be created with iReport reporting tool

Report: with the upload button (to the right of the text box) is selected in a report made iReport (jrxml).

Name: Name of Report.

DSN: Select data source used by the report (previously configured DSNs)

Group: how reports are grouped

Description: Description of the report

Parameter: added the report parameters existing in the report created with iReport.

 Types:

• Timestamp (parameter date / time),
• String (string parameter),
• int (integer parameter),
• float (parameter decimal),
• Locale (language parameter),
• Agent(parameter which returns list of Agents),
• Queue(which returns parameter list Campaigns),
• User (parameter which returns list of users).

Parameter List: List in order of parameters and their types, this allows the dynamic creation of the parameters in the BI portal.

Quality

Models

Menu for managing the quality models.

Models: Name of the model, write to add a new one or select an existent model.

Question: Question for the model. It can be written to add a new one or select an existent question.

Delete: Deletes the selected question.

Save: Saves the question for the model.

WorkForce

Simulation

This tool is usefull to make Staffing, That is to know how many agents are needed in my Contact Center to answer calls, also it is interesting to make ForeCasting estimating the volume of growth of the Contact Center to know how many agents are going to be needed to reach those desired metrics of Service Level and Abandon.

The calculations and tools can be found on the next link: WorkForce v4

System

 Hardware

Menu for supervising system status.

We see the RAM memory status (free and used), the primary hard disk status (free and used space), CPU (used and free), we also have general statistics historical system load, network usage and memory thereof.

We have the option to generate a backup of the system:

 Backup generation

 Backup download

 System Restart

 Log

Menu for supervising the system log.

 Call Log Viewer.

To use this utility, you must take into account two fundamental steps for proper operation

1.  In the telephony server must be enabled full Log type

2.  In the call flow must exist a variable called: __Ani and has the callerid from incoming call, you can also use the destination number in the outgoing flow to also find the outgoing call log. Although is more useful for IVR calls with several steps.

Phone Number: put the phone number you want to search in the entire log (it can be a partial number).

Dates List: Displays all the dates and times of logs for the selected number. The full log can be seen by selecting a log from the list.

Download: The log can be downloaded by clicking the "Download" button.

Configuration

  Menu for managing the system configuration.

General

Settings, contains the basic system configuration.

In this part you can change basic system configurations

These options are valid only for editing:

AsteriskIP: IP Telephony server.

AsteriskManagerPass: Password AMI connectivity (should not be changed).

AsteriskManagerPort: AMI port listening (default: 5038 should not be changed).

AsteriskManagerUser: User connectivity AMI (default: supervisor should not be changed).

AsteriskUser: uses root user by default but other user could be defined.

AsterisUserPass: user password Operating System of the PBX (default: password is that you must install the operating system), changing here also changes automatically in the OS, not directly change the operating system because the system will fail 

AuditoryLog: If logs all system actions 1 yes, 0 no.

Breaks: Separated by; lists the different states of breaks that may occur in the system 

BackupRecordsIP: IP of the Recordings Backup server, this can be a storage server or any server that has the old recordings and has access via http, this means that there must be a web server (any), that can access the files of the recordings through their url. Example: http://IPBACKUPRECORDS/GUIDgrabacion.gsm should be able to access the recording.

EMailAuth: Specifies the type of authentication required Mail Service mails.

EMailPassword: It specifies the password in encrypted format in a mail forwarding account for shipping.

EMailSMTPHost: It must specify the host (mail server) to be used for sending emails.

EMailSMTPPort: It must specify the port used for SMTP connection.

EMailUsername: It must specify the user account used by the mail with authentication reasons.

FaxOutboundChannel: It must specify the output channel used for sending faxes.

ShowDTMFAgent: Set whether the DTMF typed from the keyboard in the integrated Phone will be displayed or not, with 0 being not display the digits or 1 will show the digits. This functionality is primarily used for cases when passwords are entered. and do not want to show them on screen.

NarrowAgent: allows you to configure what type of screen will  be displayed to the agent with 0 if the classic agent being able of data capture and full screen, or 1 if in a limited sample to be used as a complementary bar format used to other things.

ScreenRecordServer: IP address of the server where the screen recordings are left.

ScreeRecordRootPass: Should specify the root password of the server where the recordings are stored in encrypted format.

Licence: License generated by Integra.

LogLevel: System log level (SEVERE, INFO).

SMSNumberRegexp: Property that validates the format of the cell numbers that are sent, in order to have more practical control of whether or not to send, for example ^(09\d{7})$  this function to validates that the cell phone format is 09XXXXXXX

This table shows how regular expressions are user in the control:

SMSSystemAPI: dongle or Twilio (that the system uses for massive SMS and alerts).

• Dinstar: Socket communication
• DinstarWeb: Web service communication
• Quality: api developed for Quality Telecom
• Twilio: Communication with Twilio SMS

• URLSMS:  comunication URL GET

SMSEndpoint: 

• URLSMS: The adress of the external WS mut be taken into consideration the folowin variables:  ${phone}, ${message}, ${id},  (ej:  http://www.celularsoft.com/smsin/microfin.php?celular=${phone}&mensaje=${message}&id={id}).
• Dinstar:  (WEB y común):  IP address of the GW.
• Twilio:  no configuration needed.
• Quality: IP address of the GW.

SMSUsername, SMSPassword: User data and password for the service of sending SMS

SMSForm: (In case that the api or hardware allows) Number from wich the SMS will leave

AlertsEmail: email you want to report in case of system problems.

TransferAttended:

TransferBlind: 

 Version: version of  uContact installed

Workflows

Displays streams created with the Designer that are in the system.

Data sources

Data source management menu.

Configuration of data sources for use in the system either from call flows or reports.

DSN Name: data source name is the one used from reports, and IVRs.

Engine: database engine data source.

Description: description of the DSN.

Data Base: Name of the Database.

Username: user to connect to the database.

Password: to connect to the database.

Server: IP where the database is located.

Port: Port where the database listens (automatically suggested according to engine selected).

3 sources of data on the system by default:

1. Data: Access to the main data base.
2. Repo: Access to the data on the repository base.
3. Backup: Usually is the same as Repo unless it is wanted to run queries of the reports and search for recordings on a replicated server.

Tasks

The tasks module allows automating certain types of tasks that you want to control recurrently in the call center, allowing critical report on the status of these via email or SMS.

Name: Name of the alert to create.

Schedule: Frequency at which the alert is executed. For more details click on the next link: Schedule

Alert: Being able to be alert type email or SMS.

Type: Alert type to define, having predefined as follows:

Automatic Report: Definition of an automated generated report.

• AbandonRateAlert: Defining an alert to monitor a particular campaign if the level exceeds a certain percentage drop.
• ACDAvaiables: Defining an alert to monitor a campaign in the maximum amount of free agents who might be in it.
• ACDCallsAlert: Defining an alert to monitor if you get to call up glued to a particular campaign.
• ACDMidWaitAlert: Defining an alert to monitor in a campaign the maximum average waiting time in the campaign.
• ACDNoAvaiable: Defining an alert to monitor whether a campaign is idle.
• ACDWaitAlert: Defining an alert to monitor a campaign by setting the timeout that there may be a call on the same.
• CallMaxTimeAlert: Set an alert for a maximum time of a call in minutes.
• ChannelsAvaiables: Defining an alert to a minimum amount of free channels.
• ChannelsDownAlert: Defining a maximum alert to alarmed channel (not connected).
• ServiceLevelAlert: Defining an alert that lets you monitor when you pass a threshold level of minimum service in a particular campaign.
• MySQLExec: Definition of store procedures or querys scheduled to be executed.
• ExecScript: Executes a script on the server.

Parameter: parameter name to take (default is right on the grid parameters are available and loaded by selecting the name of it).

 Value: Value of the parameter to control.

Specific parámeters for the different types of alerts.

MySQLExec:

Database: indicates the data source to be used to execute the statements

Query: indicates the query that is going to be executed in the defined data source.

Automatic Report:

Report=name of the.jrxml 

Format= out format , html, doc,pdf,excel

REPORT_LOCALE: es, en, pt

INITIAL_DATE: fixed date or TODAY or TODAY-X (where x is the quantity of days to substract), or WEEK (from Monday to Sunday of the current week), o MONTH (From the 1^st to the last day of the current  month), o YEAR (from the first to the last day of the current year) always inside INITIAL_DATE the date goes with 00:00:00

FINAL_DATE: fixed date or TODAY or TODAY-X (where x is the quantity of days to substract), or WEEK (from Monday to Sunday of the current week), o MONTH (From the 1^st to the last day of the current  month), o YEAR (from the first to the last day of the current year) always inside INITIAL_DATE the date goes with 23:59:59

QUEUES: queues in format ‘Cola1’,’Cola2’

AGENTS: agent with the same format as queues.

SUPERVISOR

 Campaign Status

Menu for supervising campaign status.

The module of campaign monitoring is divided into three tabs that will have different views of the campaigns that the supervisor has assigned.

Campaign summary

Basic statistics as a summary of the status of queues in real time.

Here the user is able to see:

• Name of the campaign
• Ammount of available agents.
• Ammount of paused agents
• Ammount of agents on a call
• Ammount of agents busy paused (agents which are on a call and paused at the same time).
• Ammount of logged agents.
• Campaigns total agents.
• Agents on the Wrapup state (time in which the agents can not receive a call to finish its management. The wrapup time is established on the campaign configuration. This state starts when a call from a campaign is finished)
• Ammount of completed calls.
• Ammount of abandoned calls.
• Agents on hold (on the ACD)
• Service level.
• Abandoned rate.
• Average talked.
• Average hold.

This dashboard is mainly targeted for deployment at the level of call centers that require display information with real-time alerts on monitors or LCD displays.

On the top right of the screen we can set the dashboard on Fullscreen mode.

Search: allows to filter the list.

By clicking on a campaign the user can access directly to the selected campaign status.

Campaign status

Full Detail for queue status in real time.

Campaign: dropdown where you select the campaign to display.

In this view you can see the exact status of a campaign, extensions and real-time statistics.

Dashboard agents: Shows the ammount and porcentage of agents on their states (Above the graphic we can see the agents in total).

Below the dashboard the user can filter the agents by pressing the state name.

The states are:

•  Not available: Those agents that are not logged in.
•  Available: Agents logged without a call.
•  Busy: Agents with an active call. 
•  Paused: Agents on pause state. These can not receive a call and are not currently making a call.
•  Busy paused: Agents on pause with an active outgoing call.
•  Wrapup: Agents on the wrapup state can not receive a call during the wrapup time to finish its management. The wrapup time is established on the campaign configuration. The wrapup time starts when a call from a campaign finishes.

Dashboard calls: Shows the ammount of completed and abandoned calls (In case of outgoing are the unnatended calls or the missed ones).

Dashboard time: It shows exponential average time of Spoken and Waiting

Exponential moving average: A type of moving average that is similar to a simple moving average, except that more weight is given to the latest data. The exponential moving average is also known as "exponentially weighted moving average".

Because it gives the most weight to the most recent observations, it allows operators to react faster to changes in recent times.

Average spoken time: Is the average time spoken of all calls made during the day.

Average waiting time: Is the average time waited of all calls made during the day.

Dashboard Service Level: you can see the percentage of service level of the queue (configured in the campaign parameters)

• INCOMING: calls answered below the service level.
• OUTGOING: duration equal to or less than the service level configured.

About the service level:

The service level is the percentage of calls that were answered by an agent before the stipulated time limit .

For example , if a service level threshold of 20 seconds is set, the calls that are answered before that time, increase the service level, the same way, the calls that are answered after the established time, decrease the service level.

So if there are 100 calls in which 20 are answered after the established time, the service level will be 80%.

The service level is calculated daily.

Dashboard abandon rate: you can see the percentage of the rate of abandonment of a campaign.

About the abandon rate:

The abandon rate is the percentage of calls abandoned during the day.

To calculate the abandon rate, all the abandoned calls are counted over the total calls, where for example if 100 calls were made and 20 were abandoned, the abandon rate will be 20%.

The following calls are counted as abandoned:

• Abandoned by the client: Calls that the client finishes before it was answered.
• Abandoned by timeout: When a client is waiting to be answered, the call is placed on a waiting queue- That queue has a time called timeout which sets the time limit that the client will wait on that queue. If the call is not answered on that time, the call finishes and it will be registered as a abandoned call.

ACD Calls: number of calls waiting in the campaign now (incoming) for the largest LCD dial, the one below will display the maximum number of calls waiting there and the upper right displays the last number of the modified ACD.

Filters: Filters to select what it is wanted to be seen in the Agents table.

Filtros by state: The user can manage the filters by selecting or deselecting the states. The selected flters will be marked with a tick.

 Filters by break: On top of the state filters there are filters by break that gives the supervisor greater granularity

Searches: To only show what is sought in the tables, there is one for each table.

Agets status:

Grid with list of agents that are assigned to that queue.

State: color identifier extension state.

Name: Extension name.

Phone: Technology and phone number of the extension.

Completed: Number of calls answered (inbound) (outgoing).

Duration: Duration of the current or last call made.

Connected to: Telephone number of the last call or current call made or received.

Last call: Date / Time of last call answered.

Alert: It is indicated with a yellow or red when it exceeds the threshold defined in the campaign to talk predefined time (this is defined in the campaign settings), in the case that a red hourglass appears it indicate that the agent has more than x seconds of inactivity in this campaign.

Real time listener monitor

Selecting any of the options (without the stop) a timer begins to run next to the name of the agent.

The options are:

•  Shows if the supervisor is in Spy mode (only hearing).
• Shows if the supervisor is in coaching mode (talking to the agent).
• Shows if the supervisor is in Barge In mode (talking to the client).
• Allows ending the supervising mode.
• Allows to see the agent profile.

In the bottom right corner we can find:

• Full Screen: Puts the screen on full screen.
• Refresh statistics: If we want to refresh the statistics manually (it refreshes automatically) we use that button.
• Reseteo: Resets real time queue statistics leaving them on 0 (won’t change historical data).

In the lower left corner we see a filter icon which allows you to filter the agents that are available and all, since in several cases there are many agents that could be unavailable and disturb the visual.

On the other hand you can use a filter for displaying the agents that are in use and see their activity.

ACD State

Grid with a list of calls waiting (incoming).

Caller ID: Displays the number of the call.

Position: Shows the position of the call in the queue.

Wait: Timeout waiting for the call queue.

Agents campaigns

General view of campaigns and agents.

In the first table it can be seen a basic summary of the status of campaigns in real time.

The second table shows all the agents on the system on their actual state, ammount of calls and the time indicating their last state.

 Dialers

Menu to supervise real time dialer status.

 Full detail of dialer’s status, allowing you to manage your business and database load.

Phone dialers

Campaigns: Select the campaign to monitor.

Status: Displays the status of the campaign based on the following states.

 Inactive

 Active

On Schedule: Shows whether the campaign is on schedule to run, with the following states.

 Inactive

 Active

Type: Indicates the type of campaign that is defined.

Processed: Number of calls processed by the campaign.

No processed: Number of calls remaining in the campaign.

Active Calls: Shows the number of active calls at the time (in the case that the campaign is in progress).

Answered: Shows the number of calls answered for the campaign.

Busy: Shows the number of calls busy for the campaign.

Other: Shows the number of calls in different states (other than answered or busy).

Blocked: Displays the number of calls be blocked by NDCR list. 

(Stop/Start)Button: stop or start the campaign, in case you want to do it for some reason.

Delete button: Delete the campaign data that have not been processed (eg unprocessed records have been mistake or have been on the table NDCR, or for some reason want to be canceled.

Database Load: Loads a CSV file with the data from the phone to call with the following parameters discriminated as follows (campaign name, phone, state (always 1), additional information (in this case the name can be anything). the key is [campaign name, phone] this cannot be repeated, column 4 passes to the flow variables defined for example: [name: Juan; ci: 1234] you can use the variables ${name} is going to have Juan value or variable ${ci} that will be 1234. On the other hand it exists the posibility to add alternative numbers for the same contact, for example first for his home, then his mobile, then work, sepparated in the last parámeter by :

In this load you can load data for all the campaigns that are wanted at once on a very fast bulk insert.

Upload record called DNCR: Allows loading a csv file with data of phones that should not be called, indicating phone number and campaign. 

Download base: Allows to download the base with all the numbers of that campaign. The format is .csv

Dashboard agents: Shows the ammount and porcentage of agents on their states (Above the graphic we can see the agents in total).

Below the dashboard the user can filter the agents by pressing the state name.

The states are:

•  Not available: Those agents that are not logged in.
•  Available: Agents logged without a call.
•  Busy: Agents with an active call. 
•  Paused: Agents on pause state. These can not receive a call and are not currently making a call.
•  Busy paused: Agents on pause with an active outgoing call.
•  Wrapup: Agents on the wrapup state can not receive a call during the wrapup time to finish its management. The wrapup time is established on the campaign configuration. The wrapup time starts when a call from a campaign finishes.

Notes:

Whenever a dialer is generated must take into account the following criteria for files and its content:

The file name must not have spaces, strange characters, and not very long names, a file name example would be: DISCTEST.csv

The first column that refers to the campaign, must exist in the system, if not, it will give an error and will not let upload the file.

At least the first four columns should exist to upload the file correctly.

Must be no white spaces after the last line in order not to lift records without information.

Within the fields of variables, there can not be special characters like ´ ‘  “ @ etc, as they can affect the system performance, in the event that these characters are, it will fail and will not let upload the file.

Remember that if it is a Power Dialer, the same will  run whenever there are avalible agents in the system to make calls.

The number of calls processed at the end of each dialer may not correspond to the originally uploaded calls because the calls that my have given an error, calls that have not been answered or had exceeded the waiting time, will be counted, and the ammount of retries that the dialer has defined.

The dialer keeps the name of the file and the date of upload as id of the uploaded base, this then makes it possible to get reports by base.

El discador guarda el nombre del archivo mas la fecha de subida como identificador de la base subida, esto luego no hace posible sacar reportes por base.

 SMS dialers

Menu to monitor the status of mobile services and SMS campaigns .

Displays all active mobile services, allowing to manage its activity and load of information .

Campaigns: Select the campaign to monitor.

Status: Displays the status of the campaign based on the following states.

 Inactivo

  Activo

On Schedule: Shows whether the campaign is on schedule to run, with the following states.

 Inactivo

 Activo

Processed: Number of sms processed by the campaign

No processed: Number of sms remaining in the campaign.

Other: Shows the number of sms in different states by incorrect format number.

Blocked: Displays the number of sms blocked by NDCR list. 

(Stop/Start)Button: stop or start the campaign, in case you want to do it for some reason.

Delete button: Delete the campaign data that have not been processed (eg unprocessed records have been mistake or have been on the table NDCR, or for some reason want to be canceled.

Outgoing - Unit

There is the option to send a unitary text message to a unique and specific number, you must insert the following information:

Phone: Number where the text is going to be sent.

Texto: Text that the message will contain.

Outgoing - Massive

Outgoing SMS are automatically processed by the system after being loaded. To load a SMS a file must be uploaded which contains the next (in .csv format).

Values: campaign name ; phone destination ; message ; device (eg dongle0), state ( eg 1)

 Upload do not call record DNCR: Allows to upload a .csv file with the SMS data that should not be sent, indicating phone number and campaign.

Status:

Shows the phone line status in real time with the next states:

• Free (Green icon)
• Ocupied (Red icon)
• Ringing (Sky blue icon)
  

Data: Shows status of the data of the device.

Channel: Shows the channel of the assigned device.

Context: Assigned context for the incoming calls of the device.

Group: Group to which the device belongs, allowing to group in the configuration, multiple devices in certain groups.

Signaling: Shows the status of the signal of the device.

Account: Shows the account to which the device is registered.

Notes:

To see the status information of sent messages and status of messages waiting to be sent see reports.

It is possible to send messages from third-party applications by executing a webservice REST, for example: http://10.1.0.18:8085/Integra/resources/SMS/SendSMS/destination=099635199&message=Mensaje%20de%20prueba2&api=dongle0

Whenever a dialer is generated must take into account the following criteria for files and its content:

The file name must not have spaces, strange characters, and not very long names, a file name example would be: DISCTEST29042014.csv

The first column that refers to the campaign, must exist in the system, if not, it will give an error and will not let upload the file.

At least the first four columns should exist to upload the file correctly.

Must be no white spaces after the last line in order not to lift records without information.

Within the fields of variables, there can not be special characters like ´ ‘  “ @ etc, as they can affect the system performance, in the event that these characters are, it will fail and will not let upload the file.

Status

Physical Lines

Menu for supervising the status of physical lines

Detailed status of the lines that are being used or not.

Displays physical channels associated with telephony cards status:

Status:

•  No alarm
•  Red alarm
•  Yellow alarm
•  Blue alarm
•  Recovering
•  Not open

Channel: Number of channel.

Signaling: FXS, FXO, PRI, BRI, R2 corresponding to the channel (remember that analog signaling is the opposite channel type eg. Whether I have FXO signaling channels is FXS).

Context: context that is grouped.

Data: free or in use, can be unknown if nothing is connected.

Account: Display extra information about the channel connection.

Hang-up Button:

Hang-up a selected channel.

Extended Information (to select a channel from the list):

 Channel: Channel name

PSTN: CallerID phone side.

Lenguaje: Channel  Language 

Status: channel status (unknown, low, quiet, OffHook, marking, ring, ringing, connected, busy, marking OffHook, prering).

Rings: Number of rings before answered.

Duration: of the call in h: mm: ss

PBX: CallerID PBX side.

Extension: where matching the dialplan if applicable (incoming).

Priority: If is an IVR what step is.

Application: if an IVR application is running.

Data: application parameters

Group: dial group which is associated with the channel.

 Active calls

Menu for supervising active calls on the system

Information about active channels (no direct correspondence between one call and a channel, 2 call sides or 1 may be a call). What you see here are created telephony channels, a channel may be an established call between the street and an IVR, or the PBX to an agent or phone, is thus noteworthy that the fields origin Channel and Destination Channel are cross linked on a bridged call that involves 2 call sides.

 Status:

• DOWN: not available
• RESERVER: reserved
• OFFHOOK: offhook
• DIALING: dialing
• RING: listening ring
• RINGING: ringing
• UP: active
• BUSY: busy
• DIALING OFFHOOK: dialing offhook
• DIALING PRERING: dialing prering

Account: usually the extension you are connected, you may also name the carrier.

Source: ANI (callerid) number of the origin of the call.

Extension: DNIS, DID, internal extension.

Time: channel active time.

Context: context where the call came.

Origin Channel: channel where the call started example. SIP/1001 or IAX2/1002 (IP) DAHDI (conventional telephony).

Destination Channel: channel where the call was connected.

Step: step in the dial plan.

Application: Application Name where the dial plan call is currently placed

Data: Data passed to the application.

In the upper right corner is a button which can hangup a channel. (IF ONE OF TWO CHANNELS IS HANGED BOTH INTERCONECTED CHANNELS WILL BE HANGED).

On the other hand we have a button to refresh the status of the active lines. By default updated every 20 seconds.

VOIP

  Menu for supervising VoIP endpoints.

Show all VoIP endpoints connected to the system, such as administrative phones, agents or gateways.

Type: voip endpoint Technology.

Name: Phone or VoIP endpoint name.

IP: IP address of the endpoint.

Status: Status of the component displays OK and the arrival millisecond.

Extended information (by selecting an endpoint):

Channel: Type and number and type endpoint or destination channel number.

PSTN: CallerID phone side.

Language: Channel Language 

Status: channel status (unknown, low, quiet, OffHook, marking, ring, ringing, connected, busy, marking OffHook, prering)

Duration: of the call in h: mm: ss.

Extension: match of the dialplan.

Priority: IVR step.

Application: running application.

Data: running application parameters

Account: can be the name of the extension and / or account name of the PSTN, there may be two entries in this data depending on the type of call.

In the report viewer we have the same generated in pdf format.

Another useful tool we have is the eye-shaped icon that is in the upper right corner. This will allow us to return to the parameters that we had loaded for the report, being able to modify the values and regenerate the same.

Schedule

Frequency at which the alert is executed, with the following possible values:

•  Minutes: (0-59) indicating the minute that it will run.
• Hour: (0-23) indicating the time at which to run.
• Day: (1-31) indicating the date on which to run.
• Month: (1-12) indicating the month in which to run.
• Day of the Week:  (0-6) indicating the day of the week to be executed, where 0 is Sunday.

Within schedules may use the following special characters for special behavior:

 (*)  Indicates that the expression to match for all values indicates "every minute of an hour", "all hours of the day", "every day of the month," "every month of the year", "all days of the week. 

( / ) Increases, * / 5 is every 5 minutes.

( , )  Separate items, make a list example "MON, WED, FRI".

( - )  Ranges. Example 1-15 in the month, running only between 1 and 15.

(L)  'L' "last". 'L' in day of week, last Friday ("5L") a month. In the month, specify the last day of the month.