vicidial chat

CHAT MESSAGING   Started 2014-05-01 Updated 2016-03-05


After over 18 months of development, the Chat Messaging system for Vicidial was added to svn/trunk on December 13th, 2015(svn revision 2428). Our Chat messaging allows for customers to chat with agents from websites, as well as allowing managers to chat with agents and agents to chat with other agents all within their existing agent screen.

The Chat Messaging built into Vicidial is entirely web-based and uses it's own protocol. Also, all messages are logged and searchable though the Agent-Manager Chat Log accessible through the Admin Utilities webpage.


UPDATE 2015-12-19: We added several security enhancements related to the chat functionality. We strongly recommend that you update your system to svn/trunk revision 2435 or higher if you are running revision between 2428 and 2434. We also added dynamic language capability throughout the chat screens.

UPDATE 2016-03-05: We added the ability to transfer a customer chat to another chat group or agent.

Re: Time sync issue

Re: Time sync issue

by mflorell » Wed Jul 13, 2016 10:14 am

You might have a corrupted table, I would suggest running the AST_DB_check_tables.pl script to confirm that your database tables are all running properly.

Agent Time Detail Parameters

Top

Re: Agent Time Detail Parameters

by DomeDan » Wed Dec 12, 2012 8:30 am

CODE: SELECT ALL

+-----------------+----------+----------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+   +------------+------------+
| USER NAME       | ID       | CALLS    | TIME CLOCK | AGENT TIME | WAIT       | WAIT %     | TALK       | TALK TIME %| DISPO      | DISPOTIME %| PAUSE      | PAUSETIME %| DEAD       | DEAD TIME %| CUSTOMER   |   |      LOGIN |            |
+-----------------+----------+----------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+   +------------+------------+
| Dan             | 1234     |        3 |       0:00 |      16:59 |       0:32 |      3.14% |       2:03 |     12.07% |       0:15 |      1.47% |      14:09 |     83.32% |       1:01 |      5.99% |       1:02 |   |      13:14 |       0:55 |
+-----------------+----------+----------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+   +------------+------------+

TIME CLOCK = Time the agent is logged in to the time clock
AGENT TIME = Total time on the system (WAIT + TALK + DISPO + PAUSE)
WAIT = Time the agent waits for a call
TALK = Time the agent talks to a customer or is in dead state (DEAD + CUSTOMER)
DISPO = Time the agent uses at the disposition screen (where the agent picks NI, SALE etc)
PAUSE = Time the agent is in pause mode (LOGIN + LAGGED + ...)
DEAD = Time the agent is in a call where the customer has hung up
CUSTOMER = Time the agent is in a live call with a customer

The next table I guess is pause-codes and their time
LOGIN = The pause-code when going from login directly to pause
LAGGED = The time the agent had some network problem or similar
found the status ANDIAL on one agent and after some digging in the code I found that this is when the agent been in the same dispo for more than 1000 seconds
and empty is undefined pause-codes... I guess... William, Matt etc correct me if I'm wrong

Looking for more? I've tried explaining "Agent Status Detail" and "Agent Performance Detail" over here: viewtopic.php?f=4&t=26420&p=92680#p92680

Anyway the "Agent Status Detail" is pretty simple:

CODE: SELECT ALL

+-----------------+----------+--------+--------+--------+----------+
| USER NAME       | ID       | CALLS  | CIcalls| DNC/CI%|        A |
+-----------------+----------+--------+--------+--------+----------+
| Dan             | 1234     |      3 |      0 |      0%|        3 |
+-----------------+----------+--------+--------+--------+----------+

CALLS = Total number of calls sent to the user
CIcalls = I guess CI stands for "Customer Interact" or something, so this is the total amount of call where there was a Human Answer witch is set in "System Statuses" in the admin-interface
DNC/CI% = How much in percent DNC (Do Not Call) per Human Answers
And the rest is just System Statuses that the agent picked and how many, to find out what they means then head over to "System Statuses" in the admin-interface


Agent Performance Detail:

CODE: SELECT ALL

+-----------------+----------+--------+-----------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+
| USER NAME       | ID       | CALLS  | TIME      | PAUSE    |PAUSAVG | WAIT     |WAITAVG | TALK     |TALKAVG | DISPO    |DISPAVG | DEAD     |DEADAVG | CUSTOMER |CUSTAVG |        A |
+-----------------+----------+--------+-----------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+
| Dan             | 1234     |      3 |      4:55 |     2:08 |   0:43 |     0:29 |   0:10 |     2:03 |   0:41 |     0:15 |   0:05 |     1:01 |   0:20 |     1:02 |   0:21 |        3 |
+-----------------+----------+--------+-----------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+

+-----------------+----------+----------+----------+----------+  +----------+----------+
| USER NAME       | ID       | TOTAL    | NONPAUSE | PAUSE    |  |    LOGIN |          |
+-----------------+----------+----------+----------+----------+  +----------+----------+
| Dan             | 1234     |    16:59 |     2:50 |    14:09 |  |    13:14 |     0:55 |
+-----------------+----------+----------+----------+----------+  +----------+----------+

In this report there's a few things from the "Agent Status Detail" report and some from "Agent Time Detail" report explained here viewtopic.php?f=4&t=26411&p=92638#p92638

The report says: "(Statistics related to handling of calls only)" that means that the stats is in conjunction with a system status
CALLS = Total number of calls sent to the user
TIME = Total time of these (PAUSE + WAIT + TALK + DISPO)
PAUSE = Amount of time being paused in conjunction with a call, I'm not use exactly when this occurs...
AVG means Average so everything -AVG is for example amount of PAUSE-time divided by total number of calls, in the example above: (PAUSE / CALLS = PAUSAVG) is (2:08 / 3 = 0:43)
WAIT = Time the agent waits for a call
TALK = Time the agent talks to a customer or is in dead state (DEAD + CUSTOMER)
DISPO = Time the agent uses at the disposition screen (where the agent picks NI, SALE etc)
DEAD = Time the agent is in a call where the customer has hung up
CUSTOMER = Time the agent is in a live call with a customer
And the rest is just System Statuses that the agent picked and how many, to find out what they means then head over to "System Statuses" in the admin-interface

Next table is Pause Codes
TOTAL = Total time on the system (WAIT + TALK + DISPO + PAUSE)
NONPAUSE = Everything except pause (WAIT + TALK + DISPO)
PAUSE = Only Pause

The last table is pause-codes and their time (like "Agent Time Detail")
LOGIN = The pause-code when going from login directly to pause
LAGGED = The time the agent had some network problem or similar
found the status ANDIAL on one agent and after some digging in the code I found that this is when the agent been in the same dispo for more than 1000 seconds
and empty is undefined pause-codes... I guess... William, Matt etc correct me if I'm wrong

How to play a recorded message on Live call

You can activate the options.php option($PreseT_DiaL_LinKs) to show D1_DIAL links in the transfer conf frame which will allow you to dial extensions and play audio while on the line with a customer. We usually recommend using the 8168-recorded audio here, or uploading 851999XX type audio files to play and then hangup because there is no mechanism to hangup these calls once they are initiated.

The usual reasons for going into this panel are to raise/lower/mute volume for specific participants or to hangup channels that need to be hungup in special circumstances. 

i have one client that uses "D1 - DIAL" to launch automated messages and if they need to stop those messages they use this panel to hangup the channel.

http://www.vicidial.org/VICIDIALforum/viewtopic.php?t=13489

reset vicidial admin password

vicidial password retrivel

by striker » Sun Jan 16, 2011 9:24 pm

hi 

if you know the admin username then follow the below steps to get the admin password and then login to the vicidial admin gui and then reset it 

1.Login to your mysql database. type the following 
mysql -ucron -p1234 asterisk 

2. once you entered the mysql cli type the following ie after the mysql> 

select * from vicidial_users where user='admin'; 
NOTE: in the field of user='admin' enter your admin username 

once entering the above command it will give you some quiries as below 

+---------+-------+-------------+-----------+------------+------------+-------------+------------+--------------+--------------------+--------------+------------------+-----------------+----------------------+------------+-----------------+------------------+-------------------+----------------+--------------+----------------+-----------------------+-----------------------+------------------+---------------------+---------------------+------------------+--------------------+--------------------+----------------+-------------------------------+------------------------+-------------------+-------------------+--------------+------------------+--------------+----------------+----------------+-----------------+-------------------+---------------------+----------------+--------------+-----------------------------+-------------------------+------------+---------------+---------+-----------+-----------+-------------------+----------------------+----------------------+--------------------------+----------------------+---------------------+---------------------+ 
| 1 | admin | vicidialnow | Admin | 9 | ADMIN | NULL | NULL | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 0 | 1 | 1 | NULL | 1 | 0 | 0 | 1 | 1 | 1 | 1 | 0 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | DISABLED | NOT_ACTIVE | 0 | 1 | 0 | 0 | 0 | 0 | 0 | 0 | NOT_ACTIVE | 0 | 0 | 0 | 
+---------+-------+-------------+-----------+------------+------------+-------------+------------+--------------+--------------------+--------------+------------------+-----------------+----------------------+------------+-----------------+------------------+-------------------+----------------+--------------+----------------+-----------------------+-----------------------+------------------+---------------------+---------------------+------------------+--------------------+--------------------+----------------+-------------------------------+------------------------+-------------------+-------------------+--------------+------------------+--------------+----------------+----------------+-----------------+-------------------+---------------------+----------------+--------------+-----------------------------+-------------------------+------------+---------------+---------+-----------+-----------+-------------------+----------------------+----------------------+--------------------------+----------------------+---------------------+---------------------+ 
1 row in set (0.00 sec) 

it show your password next to your admin username as highlited in red

vicidial manual dial useful option

Manual Dial Override:	NONEALLOW_ALLDISABLE_ALLDISABLE_ALL
Manual Dial Override Field:	ENABLEDDISABLEDDISABLED

Manual Dial Override -The setting can override the Users setting for manual dial ability for agents when they are logged into this campaign. NONE will follow the Users setting, ALLOW_ALL will allow any agent logged into this campaign to place manual dial calls, DISABLE_ALL will not allow anyone logged into this campaign to place manual dial calls. Default is NONE. 

Manual Dial Override Field -The setting if set to ENABLED will show the Manual Dial Override field in the agent screen. Default is ENABLED. 

Manual Dial Filter:

Manual Dial Filter -This allows you to filter the calls that agents make in manual dial mode for this campaign by any combination of the following: DNC - to kick out, CAMPAIGNLISTS - the number must be within the lists for the campaign, NONE - no filter on manual dial or fast dial lists. CAMPLISTS_ALL - will include inactive lists in the search for the number. WITH_ALT will also search the Alt Phone field for the phone number. WITH_ALT_ADDR3 will also search the Alt Phone field and the Address 3 field for the phone number. 

vicidial dispo time

Dispo is the abbrevation of disposition. It's that time that the agent is working on the disposition screen and setting the new status of the lead and/or scheduling a recall. 

The time between clicking the hangup button and submitting the dispo screen is taken as dispo time. 

To get the timclock values you have to get your agents to login into the so named timeclock before he/she logs into the campaign. Timeclock login times a taken seperatley and not really needed for logging into campaigns and taking calls. 
You can force timclock logins in the user group settings.. 


Best regards 
Fram

Ubuntu 10.04 on Dell PE 2900 I

http://www.eflo.net/VICIDIALforum/viewtopic.php?t=24146

vicidial carrier

Account Entry:
[asterisk]
host=69.11.118.23
type=peer
port=5060
disallow=all
allow=ulaw
allaw=alaw
nat=force_rport,comedia
directmedia=no
context=trunkinbound
dtmfmode=rfc2833
trustrpid=yes
sendrpid=yes
qualify=yes
fromuser=vicidial

Dialplan Entry:
exten => _9.,1,AGI(agi://127.0.0.1:4577/call_log)
exten => _9.,2,Dial(SIP/asterisk/${EXTEN:1},,To)
exten => _9.,,3,Hangup

vicidial web variables

Web FormVARhttp://65.181.118.232/dialer_upgraded/edit_cp.php?name=1&cid=--A--phone_number--B--&id=102&audio=/var/www/dialer_upgraded/audio/561b18321e698&list=111&cp_name=1

Web Form Target  _blank




script



Helllo Mr/Mrs : --A--title--B--  name=--A--first_name--B-- is your phone number :  
--A--phone_number--B--  Custom var

  --A--web_vars--B--


--A--user_custom_two--B--

--A--user_custom_one--B--




on the  user panel  we just add the values for web var  and  user custom var  and then we access to those variables with the  above