Ytel FAQs

This document describes the functions of an API(Application Programming Interface) for all functions NOT directly relating to the Ytel Agent screen. This functionality will be rather limited at first and will be built upon as critical functions are identified and programmed into it.There is also an Agent API script, for more information on that, please readthe AGENT_API.txt document.API functions:version - shows version and build of the API, along with the date/timesounds_list - outputs a list of audio files from the audio storemoh_list - outputs a list of music on hold classes in the systemvm_list - outputs a list of voicemail boxes in the systemblind_monitor - calls user-defined phone and places them in session as blind monitoradd_lead - adds a new lead to the ytel list table with several fields and optionsupdate_lead - updates lead information in ytel list and associated custom tableagent_ingroup_info - shows in-group and outbound auto-dial info for logged-in agentrecording_lookup - looks up recordings based upon user and date or lead_iddid_log_export - exports all calls inbound to a DID for one dayagent_stats_export - exports agent statistics for set time periodadd_user - adds a user to the systemadd_phone - adds a phone to the systemupdate_phone - updates or deletes an existing phone record in the systemadd_phone_alias - adds a phone alias record to the systemupdate_phone_alias - updates or deletes an existing phone alias record in the systemadd_list - adds a list to the systemupdate_list - updates list settings in the system, reset leads in list, delete list

New scripts:/x5/api/non_agent.php - the script that is accessed to execute commandsChanges:80724-1723 - First build90428-0208 - Added blind_monitor function90513-1720 - Added sounds_list function90721-1432 - Added rank and owner90904-1535 - Added moh_list musiconhold function90916-2342 - Added vm_list voicemail list91203-1140 - Added agent_ingroup_info feature91216-0331 - Added duplication check features to add_lead function100118-0543 - Added new Australian and New Zealand DST schemes (FSO-FSA and LSS-FSA)100704-1148 - Added custom fields inserts to the add_lead function100718-0245 - Added update_lead function to update existing leads100723-1333 - Added no_update option to the update_lead function100728-1952 - Added delete_lead option to the update_lead function100924-1403 - Added called_count as an update_lead option101111-1536 - Added ytel_hopper.source to ytel_hopper inserts101117-1104 - Added callback and custom field entry delete to delete_lead option101206-2126 - Added recording_lookup and did_log_export functions110127-2245 - Added add_user and add_phone functions110306-1044 - Added add_list and update_list functions110316-2035 - Added reset_time variable and NAMEPHONE dup search110404-1356 - Added uniqueid search parameter to recording_lookup function110409-0822 - Added run_time logging of API functions110424-0854 - Added option for time zone code lookups using owner field in add_lead function110529-1220 - Added time zone information output to version function110614-0726 - Added reset_lead option to update_lead function(issue #502)110705-1928 - Added options for USACAN 4th digit prefix(no 0 or 1) and valid areacode filtering to add_lead110821-2318 - Added update_phone, add_phone_alias, update_phone_alias functions110928-2110 - Added callback options to add_lead and update_lead111106-0959 - Added user_group restrictions to some functions120127-1331 - Small fix for plus replacement in custom fields strings for add/update_lead functions120210-1215 - Small change for hopper adding vendor_lead_code120213-1613 - Added optional logging of all non-admin.php requests, enabled in options.php120326-1307 - Added agent_stats_export functionUpdates

20170829 - Added the ablity to add number to a specific Campaign DNC list via update_lead APIAPI Functions use the 'function' variableNOTE: Just as with the Agent API, the non-agent API requires the user and pass of avalid api-enabled ytel_users account to execute actions.--------------------------------------------------------------------------------version - shows version and build of the API, along with the date/time and timezoneExample URL strings for API calls:http://server/x5/api/non_agent.php?function=versionExample responses:VERSION: 2.4-34|BUILD: 110424-0854|DATE: 2011-05-29 12:19:22|EPOCH: 1306685962|DST: 1|TZ: -5|TZNOW: -4| --------------------------------------------------------------------------------sounds_list - outputs a list of audio files from the audio storeOPTIONAL FIELDS-format - format of the output(tab, link, selectframe)stage - how to sort the output(date, size, name)comments - name of the field to populateExample URL strings for API calls:http://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=sounds_list&format=selectframe&comments=fieldname&stage=dateExample responses:<success is inferred by output of audio files list>ERROR: sounds_list USER DOES NOT HAVE PERMISSION TO VIEW SOUNDS LISTERROR: sounds_list CENTRAL SOUND CONTROL IS NOT ACTIVE--------------------------------------------------------------------------------moh_list - outputs a list of music on hold classes in the systemOPTIONAL FIELDS-format - format of the output(tab, link, selectframe)comments - name of the field to populateExample URL strings for API calls:http://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=moh_list&format=selectframe&comments=fieldname&stage=dateExample responses:<success is inferred by output of moh classes list>ERROR: moh_list USER DOES NOT HAVE PERMISSION TO VIEW SOUNDS LISTERROR: moh_list CENTRAL SOUND CONTROL IS NOT ACTIVE--------------------------------------------------------------------------------vm_list - outputs a list of voicemail boxes in the systemOPTIONAL FIELDS-format - format of the output(tab, link, selectframe)comments - name of the field to populateExample URL strings for API calls:http://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=vm_list&format=selectframe&comments=fieldname&stage=dateExample responses:<success is inferred by output of voicemail boxes list>ERROR: vm_list USER DOES NOT HAVE PERMISSION TO VIEW VOICEMAIL BOXES LISTERROR: vm_list CENTRAL SOUND CONTROL IS NOT ACTIVE--------------------------------------------------------------------------------blind_monitor - calls user-defined phone and places them in session as blind monitorREQUIRED FIELDS-phone_login - alpha-numeric, no spaces or special characters allowedsession_id - must be all numbers, 7 digitsserver_ip - must be all numbers and dots, max 15 characterssource - description of what originated the API call (maximum 20 characters)stage - MONITOR, BARGE or HIJACK, default is MONITOR (HIJACK option is not currently functional)Example URL strings for API calls:http://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=blind_monitor&phone_login=350a&session_id=8600051&server_ip=10.10.10.16&stage=MONITORExample responses:SUCCESS: blind_monitor HAS BEEN LAUNCHED - 350a|010*010*010*017*350|8600051ERROR: blind_monitor INVALID PHONE LOGIN - 350q ERROR: blind_monitor INVALID SESSION ID - 8602051 ERROR: blind_monitor USER DOES NOT HAVE PERMISSION TO BLIND MONITOR - 6666|0 ERROR: NO FUNCTION SPECIFIED--------------------------------------------------------------------------------agent_ingroup_info - shows in-group and outbound auto-dial info for logged-in agentNOTE: api user for this function must have user_level set to 7 or higherREQUIRED FIELDS-agent_user - 2-20 characterssource - description of what originated the API call (maximum 20 characters)SETTINGS FIELDS-stage - info(show information only), change(show options to change), text(standard non-HTML output)Example URL strings for API calls:http://server/x5/api/non_agent.php?source=test&function=agent_ingroup_info&stage=change&user=6666&pass=1234&agent_user=1000Example responses:ERROR: agent_ingroup_info USER DOES NOT HAVE PERMISSION TO GET AGENT INFO - 6666|0ERROR: agent_ingroup_info INVALID USER ID - 1255|6666--------------------------------------------------------------------------------recording_lookup - looks up recordings based upon user and date or lead_idNOTE: api user for this function must have user_level set to 7 or higher and "view reports" enabledREQUIRED FIELDS-agent_user - 2-20 characterslead_id - 1-10 digitsdate - date of the calls to pull (must be in YYYY-MM-DD format)uniqueid - uniqueid of the call, works best included with another search fieldSETTINGS FIELDS-stage - the format of the exported data: csv, tab, pipe(default)header - include a header(YES) or not(NO). This is optional, default is not to include a headerNOTES- There is a hard limit of 100000 resultsExample URL strings for API calls:http://server/x5/api/non_agent.php?source=test&function=recording_lookup&stage=pipe&user=6666&pass=1234&agent_user=1000&date=2010-12-03Example responses:ERROR: recording_lookup USER DOES NOT HAVE PERMISSION TO GET RECORDING INFO - 6666|0ERROR: recording_lookup INVALID SEARCH PARAMETERS - 6666|1000||2010-12-03|ERROR: recording_lookup NO RECORDINGS FOUND - 1255|6666||2010-12-03|A SUCCESS response will not show "SUCCESS", but instead will just print the results in the following format:start_time|user|recording_id|lead_id|location2010-12-03 12:00:01|1000|534820|876409|http://server/path/to/recording/20101203_120000_1234567890_1000-all.wav--------------------------------------------------------------------------------did_log_export - exports all calls inbound to a DID for one dayREQUIRED FIELDS-phone_number - 2-20 characters, the DID that you want to pull logs fordate - date of the calls to pull (must be in YYYY-MM-DD format)SETTINGS FIELDS-stage - the format of the exported data: csv, tab, pipe(default)header - include a header(YES) or not(NO). This is optional, default is not to include a headerNOTES- There is a hard limit of 100000 resultsExample URL strings for API calls:http://server/x5/api/non_agent.php?source=test&function=did_log_export&stage=pipe&user=6666&pass=1234&phone_number=3125551212&date=2010-12-03Example responses:ERROR: did_log_export USER DOES NOT HAVE PERMISSION TO GET DID INFO - 6666|0ERROR: did_log_export INVALID SEARCH PARAMETERS - 6666|3125551212|2010-12-03ERROR: did_log_export NO RECORDS FOUND - 1255|3125551212|2010-12-03A SUCCESS response will not show "SUCCESS", but instead will just print the results in the following format:did_number|call_date|caller_id_number|length_in_sec3125551212|2010-12-03 12:00:01|7275551212|123--------------------------------------------------------------------------------agent_stats_export - exports agent activity statisticsNOTE: api user for this function must have user_level set to 7 or higher and "view reports" enabledREQUIRED FIELDS-source - description of what originated the API call (maximum 20 characters)datetime_start - start date/time of the agent activity to pull (must be in "YYYY-MM-DD+HH:MM:SS" format)datetime_end - end date/time of the agent activity to pull (must be in "YYYY-MM-DD+HH:MM:SS" format)SETTINGS FIELDS-agent_user - 2-20 characters, use only for one agent statsstage - the format of the exported data: csv, tab, pipe(default)header - include a header(YES) or not(NO). This is optional, default is not to include a headertime_format - time format('H','HF','M','S') in hours, minutes or seconds: H = 1:23:45, M = 83:45, S = 5023 (default 'HF') * HF will force hour format even for zero seconds time "0:00:00"NOTES- There is a hard limit of 10000000 records analyzedExample URL strings for API calls:http://server/x5/api/non_agent.php?source=test&function=agent_stats_export&time_format=M&stage=pipe&user=6666&pass=1234&agent_user=3125551212&datetime_start=2012-03-26+00:00:00&datetime_end=2012-03-26+23:59:59http://server/x5/api/non_agent.php?DB=0&stage=pipe&user=6666&pass=1234&source=test&function=agent_stats_export&datetime_start=2012-03-26+00:00:00&datetime_end=2012-03-26+23:59:59&header=YESExample responses:ERROR: agent_stats_export USER DOES NOT HAVE PERMISSION TO GET AGENT INFO - 6666|0ERROR: agent_stats_export INVALID SEARCH PARAMETERS - 6666||2010-12-03 00:00:00|2010-12-03 00:00:01ERROR: agent_stats_export NO RECORDS FOUND - 1255||2010-12-03 00:00:00|2010-12-03 00:00:01A SUCCESS response will not show "SUCCESS", but instead will just print the results in the following format:user|full_name|user_group|calls|login_time|total_talk_time|avg_talk_time|avg_wait_time|pct_of_queue|pause_time|sessions|avg_session|pauses|avg_pause_time|pause_pct|pauses_per_session1029|test agent|ADMIN|1|0:01:52|0:00:16|0:00:16|0:00:18|16.7%|54|3|0:00:37|5|0:00:11|48.2%|26666|Admin|ADMIN|5|0:04:11|0:01:48|0:00:22|0:00:17|83.3%|27|2|0:02:06|4|0:00:07|10.8%|2--------------------------------------------------------------------------------add_lead - adds a new lead to the ytel list table with several fields and optionsREQUIRED FIELDS-phone_number - must be all numbers, 6-16 digitsphone_code - must be all numbers, 1-4 digits, defaults to 1 if not setlist_id - must be all numbers, 3-12 digits, defaults to 999 if not setsource - description of what originated the API call (maximum 20 characters)SETTINGS FIELDS-dnc_check - Y, N or AREACODE, default is Ncampaign_dnc_check - Y, N or AREACODE, default is Ncampaign_id - 2-8 Character campaign ID, required if using campaign_dnc_check or callbacksadd_to_hopper - Y or N, default is Nhopper_priority - 99 to -99, the higher number the higher priority, default is 0hopper_local_call_time_check - Y or N, default is N. Validate the local call time before inserting lead in the hopperduplicate_check - Check for duplicate records in the system, can select more than one (duplicate_check=DUPLIST-DUPTITLEALTPHONELIST) If duplicate is found, will return error, the duplicate data and lead_id and list_id of existing record Here are the duplicate_check options: DUPLIST - check for duplicate phone_number in same list DUPCAMP - check for duplicate phone_number in all lists for this list's campaign DUPSYS - check for duplicate phone_number in entire system DUPTITLEALTPHONELIST - check for duplicate title and alt_phone in same list DUPTITLEALTPHONECAMP - check for duplicate title and alt_phone in all lists for this list's campaign DUPTITLEALTPHONESYS - check for duplicate title and alt_phone in entire system DUPNAMEPHONELIST - check for duplicate first_name, last_name and phone_number in same list DUPNAMEPHONECAMP - check for duplicate first_name, last_name and phone_number in all lists for this list's campaign DUPNAMEPHONESYS - check for duplicate first_name, last_name and phone_number in entire systemusacan_prefix_check - Y or N, default is N. Check for a valid 4th digit for USA and Canada phone numbers (cannot be 0 or 1)usacan_areacode_check - Y or N, default is N. Check for a valid areacode for USA and Canada phone numberscustom_fields - Y or N, default is N. Defines whether the API will accept custom field data when inserting leads into the ytel list table For custom fields to be inserted, just add the field label as a variable to the URL string For example, if the field_label is "favorite_color" you would add "&favorite_color=blue"tz_method - <empty>, POSTAL or TZCODE, default is <empty> which will use the country code and areacode for time zone lookups POSTAL relies on the postal_code field TZCODE relies on the owner field being populated with a proper time zone codecallback - Y or N, default is N. Set this lead as a scheduled callback. campaign_id field is REQUIRED for callbackscallback_status - 1-6 Character, callback status to use, default is CALLBK (ytel list status will be set to CBHOLD to lock)callback_datetime - YYYY-MM-DD+HH:MM:SS, date and time of scheduled callback. REQUIRED if callback is set. NOW can be used for current datetime.callback_type - USERONLY or ANYONE, default is ANYONEcallback_user - User ID the USERONLY callback is assigned tocallback_comments - Optional comments to appear when the callback is called back(for fields with spaces in the values, you can replace the space with a plus + sign[address, city, first_name, etc...])OPTIONAL FIELDS- vendor_lead_code - 1-20 characterssource_id - 1-50 charactersgmt_offset_now - overridden by auto-lookup of phone_code and area_code portion of phone number if applicabletitle - 1-4 charactersfirst_name - 1-30 charactersmiddle_initial - 1 characterlast_name - 1-30 charactersaddress1 - 1-100 charactersaddress2 - 1-100 charactersaddress3 - 1-100 characterscity - 1-50 charactersstate - 2 charactersprovince - 1-50 characterspostal_code - 1-10 characterscountry_code - 3 charactersgender - U, M, F (Undefined, Male, Female) - defaults to 'U'date_of_birth - YYYY-MM-DDalt_phone - 1-12 charactersemail - 1-70 characterssecurity_phrase - 1-100 characterscomments - 1-255 charactersmulti_alt_phones - 5-1024 characters (see examples for more info)rank - 1-5 digitsowner - 1-20 characters (user ID, Territory or user group)Multi-ALT-Phones format:7275551212_1_work!7275551213_1_sister+house!1234567890_1_neighborThe multi-alt-phones field is formatted as a field of phone-number/phone-code/phone-note set of data(phone code and alt_note are both optional and the phone code can be overridden by the force phone code flag). The record delimiter is an exclamation point with the optional phone code and note delimited within the record by an underscore character _.Example URL strings for API calls:http://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=add_lead&phone_number=7275551111http://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=add_lead&phone_number=7275551212&phone_code=1&list_id=999&dnc_check=N&first_name=Bob&last_name=Wilsonhttp://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=add_lead&phone_number=7275551111&phone_code=1&list_id=999&dnc_check=N&first_name=Bob&last_name=Wilson&add_to_hopper=Y&hopper_local_call_time_check=Yhttp://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=add_lead&phone_number=7275551111&phone_code=1&list_id=999&dnc_check=N&campaign_dnc_check=Y&campaign_id=TESTCAMP&first_name=Bob&last_name=Wilson&address1=1234+Main+St.&city=Chicago+Heights&state=IL&add_to_hopper=Y&hopper_local_call_time_check=Y&multi_alt_phones=7275551212_1_work!7275551213_1_sister+house!1234567890_1_neighborhttp://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=add_lead&phone_number=7275551212&phone_code=1&list_id=999&dnc_check=N&first_name=Bob&last_name=Wilson&duplicate_check=DUPLIST-DUPNAMEPHONELISThttp://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=add_lead&phone_number=7275551212&phone_code=1&list_id=999&custom_fields=Y&favorite_color=bluehttp://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=add_lead&phone_number=7275551111&campaign_id=TESTCAMP&callback=Y&callback_status=CALLBK&callback_datetime=NOW&callback_type=USERONLY&callback_user=6666&callback_comments=Comments+go+hereExample responses:SUCCESS: add_lead LEAD HAS BEEN ADDED - 7275551111|6666|999|193715|-4NOTICE: add_lead ADDED TO HOPPER - 7275551111|6666|193715|1677922SUCCESS: add_lead LEAD HAS BEEN ADDED - 7275551111|6666|999|193716|-4NOTICE: add_lead CUSTOM FIELDS VALUES ADDED - 7275551111|1234|101NOTICE: add_lead CUSTOM FIELDS NOT ADDED, CUSTOM FIELDS DISABLED - 7275551111|Y|0NOTICE: add_lead CUSTOM FIELDS NOT ADDED, NO CUSTOM FIELDS DEFINED FOR THIS LIST - 7275551111|1234|101NOTICE: add_lead CUSTOM FIELDS NOT ADDED, NO FIELDS DEFINED - 7275551111|1234|101NOTICE: add_lead MULTI-ALT-PHONE NUMBERS LOADED - 3|6666|193716NOTICE: add_lead NOT ADDED TO HOPPER, OUTSIDE OF LOCAL TIME - 7275551111|6666|193716|-4|0NOTICE: add_lead SCHEDULED CALLBACK ADDED - 1234|2011-09-29 12:00:01|TESTCAMP|6666|USERONLY|CALLBKNOTICE: add_lead SCHEDULED CALLBACK NOT ADDED, USER NOT VALID - 1234|TESTCAMP|6|NOTICE: add_lead SCHEDULED CALLBACK NOT ADDED, CAMPAIGN NOT VALID - 1234|XYZERROR: add_lead INVALID PHONE NUMBER LENGTH - 72755|6666 ERROR: add_lead INVALID PHONE NUMBER PREFIX - 72755|6666 ERROR: add_lead INVALID PHONE NUMBER AREACODE - 72755|6666 ERROR: add_lead USER DOES NOT HAVE PERMISSION TO ADD LEADS TO THE SYSTEM - 6666|0 ERROR: NO FUNCTION SPECIFIEDERROR: add_lead DUPLICATE PHONE NUMBER IN LIST - 7275551111|101|8765444ERROR: add_lead DUPLICATE PHONE NUMBER IN CAMPAIGN LISTS - 7275551111|101|8765444|101ERROR: add_lead DUPLICATE PHONE NUMBER IN SYSTEM - 7275551111|101|8765444|101ERROR: add_lead DUPLICATE TITLE ALT_PHONE IN LIST - 1234|7275551111|101|8765444ERROR: add_lead DUPLICATE TITLE ALT_PHONE IN CAMPAIGN LISTS - 1234|7275551111|101|8765444|101ERROR: add_lead DUPLICATE TITLE ALT_PHONE IN SYSTEM - 1234|7275551111|101|8765444|101ERROR: add_lead DUPLICATE NAME PHONE IN LIST - Bob|Smith|7275551113|101|8765444|101ERROR: add_lead DUPLICATE NAME PHONE IN CAMPAIGN LISTS - Bob|Smith|7275551113|101|8765444|101ERROR: add_lead DUPLICATE NAME PHONE IN SYSTEM - Bob|Smith|7275551113|101|8765444|101--------------------------------------------------------------------------------update_lead - updates lead information in the ytel list and custom_ tablesREQUIRED FIELDS-lead_id - must be all numbers, 1-9 digits, not required if using vendor_lead_code or phone_numbervendor_lead_code - can be used instead of lead_id to match leadsphone_number - can be used instead of lead_id or vendor_lead_code to match leadssource - description of what originated the API call (maximum 20 characters)SETTINGS FIELDS-search_method - You can combine the following 3 options in this field to search the parameters you desire: LEAD_ID, will attempt to find a match with the lead_id VENDOR_LEAD_CODE, will attempt to find a match with the vendor_lead_code PHONE_NUMBER, will attempt to find a match with the phone_number For example to search lead_id and vendor_lead_code: "&search_method=LEAD_ID_VENDOR_LEAD_CODE" The search order is NOT preserved, Lead ID is always first, Vendor Lead Code is second and Phone number is last. Default is "LEAD_ID"search_location - Where to check for records in the system, can select only one(default is SYSTEM): LIST - check for lead in same list CAMPAIGN - check for lead in all lists for this list's campaign SYSTEM - check for lead in entire system If no list_id is defined, the the search_location will be assumed as SYSTEMinsert_if_not_found - Y or N, will attempt to insert as a NEW lead if no match is found, default is N. Insertion will require phone_code, phone_number and list_id. lead_id will be ignored. Most of the add_lead options that are not available if you use this setting in this functionrecords - number of records to update if more than 1 found (defaults to '1'[most recently loaded lead])custom_fields - Y or N, default is N. Defines whether the API will accept custom field data when updating leads in the ytel list table For custom fields to be updated, just add the field label as a variable to the URL string For example, if the field_label is "favorite_color" you would add "&favorite_color=blue"no_update - Y or N, Setting this to Y will not perform any updates, but will instead only tell you if a lead exists that matches the search criteria, default is N.delete_lead - Y or N, Setting this to Y will delete the lead from the ytel list table, default is N.reset_lead - Y or N, Setting this to Y will reset the called-since-last-reset flag of the lead, default is N.callback - Y, N or REMOVE, default is N. Set this lead as a scheduled callback. REMOVE will delete the scheduled callback entrycallback_status - 1-6 Character, callback status to use, default is CALLBK (ytel list status will be set to CBHOLD to lock)callback_datetime - YYYY-MM-DD+HH:MM:SS, date and time of scheduled callback. REQUIRED if callback is set. NOW can be used for current datetime.callback_type - USERONLY or ANYONE, default is ANYONEcallback_user - User ID the USERONLY callback is assigned tocallback_comments - Optional comments to appear when the callback is called back

If Status = DNC then required:

addDncOption - BOTH or CAMPAIGN or INTERNAL. Setting this to "BOTH" will add the number to both the internal campaign DNC as well as the CAMPIAGN DNC. CAMPAIGN will add the number to only the campaign DNC table. INTERNAL will add the number only to the INTERNAL DNC list.campaignID - Required if Campaign. is selected. This is the campaign ID to add the number to the DNC list.

campaign_id - 2-8 Character campaign ID, required if using campaign_dnc_check or callbacksadd_to_hopper - Y or N, default is Nhopper_priority - 99 to -99, the higher number the higher priority, default is 0hopper_local_call_time_check - Y or N, default is N. Validate the local call time and/or state call time before inserting lead in the hopperEDITABLE FIELDS- user_field - 1-20 characters, this updates the 'user' field in the ytel list tablelist_id_field - 3-12 digits, this updates the 'list_id' field in the ytel list tablestatus - 1-6 characters, not punctuation or spacesvendor_lead_code - 1-20 characterssource_id - 1-50 charactersgmt_offset_now - overridden by auto-lookup of phone_code and area_code portion of phone number if applicabletitle - 1-4 charactersfirst_name - 1-30 charactersmiddle_initial - 1 characterlast_name - 1-30 charactersaddress1 - 1-100 charactersaddress2 - 1-100 charactersaddress3 - 1-100 characterscity - 1-50 charactersstate - 2 charactersprovince - 1-50 characterspostal_code - 1-10 characterscountry_code - 3 charactersgender - U, M, F (Undefined, Male, Female) - defaults to 'U'date_of_birth - YYYY-MM-DDalt_phone - 1-12 charactersemail - 1-70 characterssecurity_phrase - 1-100 characterscomments - 1-255 charactersrank - 1-5 digitsowner - 1-20 characters (user ID, Territory or user group)called_count - digits only, the number of attempts dialing the leadNOTES: - in order to set a field to empty('') set it equal to --BLANK--, i.e. "&province=--BLANK--"- please use no special characters like apostrophes, quotes or amphersandsExample URL strings for API calls:http://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=update_lead&lead_id=27&last_name=SMITHhttp://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=update_lead&search_method=VENDOR_LEAD_CODE&vendor_lead_code=1000019&last_name=JOHNSONhttp://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=update_lead&search_method=PHONE_NUMBER&records=2&list_id=8107&search_location=LIST&phone_number=9999000019&last_name=WILSONhttp://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=update_lead&lead_id=405794&last_name=SMITH&city=Chicago&custom_fields=Y&favorite_color=bluehttp://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=update_lead&search_location=LIST&search_method=PHONE_NUMBER&insert_if_not_found=Y&phone_number=9999000029&phone_code=1&list_id=999&first_name=Bob&last_name=Wilson&city=Chicago&custom_fields=Y&favorite_color=redhttp://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=update_lead&insert_if_not_found=Y&search_method=VENDOR_LEAD_CODE_PHONE_NUMBER&vendor_lead_code=89763545&phone_number=7275551212&phone_code=1&list_id=999&first_name=Bob&last_name=Wilson&custom_fields=Y&favorite_color=bluehttp://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=update_lead&search_location=LIST&search_method=VENDOR_LEAD_CODE_PHONE_NUMBER&insert_if_not_found=Y&phone_number=9999000029&phone_code=1&list_id=999&first_name=Bob&last_name=Wilson&city=Chicago&custom_fields=Y&favorite_color=red&user_field=1008&list_id_field=107&status=OLDhttp://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=update_lead&lead_id=27&no_update=Yhttp://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=update_lead&lead_id=27&delete_lead=Yhttp://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=update_lead&lead_id=27&delete_lead=Y&custom_fields=Yhttp://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=update_lead&lead_id=406757&campaign_id=TESTCAMP&callback=Y&callback_status=CALLBK&callback_datetime=NOW&callback_type=USERONLY&callback_user=1028&callback_comments=Comments+go+here+againExample responses:SUCCESS: update_lead LEAD HAS BEEN UPDATED - 6666|193716NOTICE: update_lead CUSTOM FIELDS VALUES UPDATED - 7275551111|1234|101NOTICE: update_lead CUSTOM FIELDS NOT UPDATED, CUSTOM FIELDS DISABLED - 7275551111|Y|0NOTICE: update_lead CUSTOM FIELDS NOT UPDATED, NO CUSTOM FIELDS DEFINED FOR THIS LIST - 7275551111|1234|101NOTICE: update_lead CUSTOM FIELDS NOT UPDATED, NO FIELDS DEFINED - 7275551111|1234|101NOTICE: update_lead SCHEDULED CALLBACK UPDATED - 1234|2011-09-29 12:00:01|TESTCAMP|6666|USERONLY|CALLBKNOTICE: update_lead SCHEDULED CALLBACK NOT UPDATED, NO FIELDS SPECIFIED - 1234|NOTICE: update_lead SCHEDULED CALLBACK ADDED - 1234|2011-09-29 12:00:01|TESTCAMP|6666|USERONLY|CALLBKNOTICE: update_lead SCHEDULED CALLBACK NOT ADDED, USER NOT VALID - 1234|TESTCAMP|6|NOTICE: update_lead SCHEDULED CALLBACK NOT ADDED, CAMPAIGN NOT VALID - 1234|XYZNOTICE: update_lead NO MATCHES FOUND IN THE SYSTEM - 6666|4567|897654327|7275551212SUCCESS: update_lead LEAD HAS BEEN ADDED - 7275551111|6666|999|193716|-4SUCCESS: update_lead LEAD HAS BEEN DELETED - 7275551111|6666|999|193716|-4NOTICE: update_lead CUSTOM FIELDS ENTRY DELETED 1 - 7275551111|6666|999|193716|-4NOTICE: update_lead LEADS FOUND IN THE SYSTEM - 6666|4567|897654327|7275551212|101|101ERROR: update_lead INVALID DATA FOR LEAD INSERTION - 6666|||ERROR: update_lead NO MATCHES FOUND IN THE SYSTEM - 6666|||ERROR: update_lead NO VALID SEARCH METHOD - 6666|SYSTEM|||ERROR: update_lead USER DOES NOT HAVE PERMISSION TO UPDATE LEADS IN THE SYSTEM - 6666|0 --------------------------------------------------------------------------------add_user - adds a user to the systemREQUIRED FIELDS-agent_user - 2-20 characters (for auto-generated send 'AUTOGENERATED')agent_pass - 1-20 charactersagent_user_level - 1 through 9, one digit onlyagent_full_name - 1-50 charactersagent_user_group - 1-20 characters, must be a valid user groupOPTIONAL FIELDS-phone_login - 1-20 charactersphone_pass - 1-20 charactershotkeys_active - 0 or 1voicemail_id - 1-10 digitsemail - 1-100 characterscustom_one - 1-100 characterscustom_two - 1-100 characterscustom_three - 1-100 characterscustom_four - 1-100 characterscustom_five - 1-100 charactersNOTE: This function does not work with Vtiger integrationExample URL strings for API calls:http://server/x5/api/non_agent.php?source=test&function=add_user&user=6666&pass=1234&agent_user=1000&agent_pass=9999&agent_user_level=1&agent_full_name=Testing+Person&agent_user_group=AGENTShttp://server/x5/api/non_agent.php?source=test&function=add_user&user=6666&pass=1234&agent_user=1000&agent_pass=9999&agent_user_level=1&agent_full_name=Testing+Person&agent_user_group=AGENTS&phone_login=100&phone_pass=test&hotkeys_active=1&voicemail_id=&custom_one=jjjj&custom_two=yyyy&custom_three=kkk&custom_four=wwww&custom_five=hhhhExample responses:ERROR: add_user USER DOES NOT HAVE PERMISSION TO ADD USERS - 6666|0ERROR: add_user YOU MUST USE ALL REQUIRED FIELDS - 6666|1000||||ERROR: add_user USER DOES NOT HAVE PERMISSION TO ADD USERS IN THIS USER LEVEL - 6666|8ERROR: add_user USER GROUP DOES NOT EXIST - 6666|ADFHRERROR: add_user USER ALREADY EXISTS - 6666|6666SUCCESS: add_user USER HAS BEEN ADDED - 6666|1000|1234|8|Testing+Person|AGENTS--------------------------------------------------------------------------------add_phone - adds a phone to the systemREQUIRED FIELDS-extension - 2-100 charactersdialplan_number - 1-20 digitsvoicemail_id - 1-10 digitsphone_login - 1-20 charactersphone_pass - 1-20 charactersserver_ip - 7-15 characters, must be a valid server_ipprotocol - Must be one of these: 'IAX2','SIP','Zap','EXTERNAL'registration_password - 1-20 charactersphone_full_name - 1-50 characterslocal_gmt - timezone setting, not adjusting for DST, default: '-5.00'outbound_cid - 1-20 digitsOPTIONAL FIELDS-phone_context - a phone context, default is 'default'email - 1-100 charactersadmin_user_group - a valid user group or '---ALL---'Example URL strings for API calls:http://server/x5/api/non_agent.php?source=test&function=add_phone&user=6666&pass=1234&extension=55000&dialplan_number=55000&voicemail_id=55000&phone_login=55000&phone_pass=test&server_ip=192.168.198.5&protocol=SIP&registration_password=test&phone_full_name=Extension+55000&local_gmt=-5.00&outbound_cid=7275551212http://server/x5/api/non_agent.php?source=test&function=add_phone&user=6666&pass=1234&extension=55000&dialplan_number=55000&voicemail_id=55000&phone_login=55000&phone_pass=test&server_ip=192.168.198.5&protocol=SIP&registration_password=test&phone_full_name=Extension+55000&local_gmt=-5.00&outbound_cid=7275551212&phone_context=default&[email protected] responses:ERROR: add_phone USER DOES NOT HAVE PERMISSION TO ADD PHONES - 6666|0ERROR: add_phone YOU MUST USE ALL REQUIRED FIELDS - 6666|1000|||||||||||ERROR: add_phone SERVER DOES NOT EXIST - 6666|10.0.9.9ERROR: add_phone PHONE ALREADY EXISTS ON THIS SERVER - 6666|10.0.9.8|cc101ERROR: add_phone PHONE LOGIN ALREADY EXISTS - 6666|cc100ERROR: add_phone YOU MUST USE A VALID TIMEZONE - 6666|-5SUCCESS: add_phone PHONE HAS BEEN ADDED - 6666|cc100|10.0.9.8|SIP|100--------------------------------------------------------------------------------update_phone - updates or deletes a phone entry already in the systemREQUIRED FIELDS-extension - 2-100 charactersserver_ip - 7-15 characters, must be a valid server_ipSETTINGS FIELDS-delete_phone - Y or N, Setting this to Y will delete the phone from the system, default is N.EDITABLE FIELDS- dialplan_number - 1-20 digitsvoicemail_id - 1-10 digitsphone_login - 1-20 charactersphone_pass - 1-20 charactersprotocol - Must be one of these: 'IAX2','SIP','Zap','EXTERNAL'registration_password - 1-20 charactersphone_full_name - 1-50 characterslocal_gmt - timezone setting, not adjusting for DST, default: '-5.00'outbound_cid - 1-20 digitsphone_context - a phone context, default is 'default'email - 1-100 charactersadmin_user_group - a valid user group or '---ALL---'Example URL strings for API calls:http://server/x5/api/non_agent.php?source=test&function=update_phone&user=6666&pass=1234&extension=55000&dialplan_number=55000&voicemail_id=55000&phone_login=55000&phone_pass=test&server_ip=192.168.198.5&protocol=SIP&registration_password=test&phone_full_name=Extension+55000&local_gmt=-5.00&outbound_cid=7275551212http://server/x5/api/non_agent.php?source=test&function=update_phone&user=6666&pass=1234&extension=55000&dialplan_number=55000&voicemail_id=55000&phone_login=55000&phone_pass=test&server_ip=192.168.198.5&protocol=SIP&registration_password=test&phone_full_name=Extension+55000&local_gmt=-5.00&outbound_cid=7275551212&phone_context=default&[email protected]://server/x5/api/non_agent.php?source=test&function=update_phone&user=6666&pass=1234&extension=55000&server_ip=192.168.198.5&delete_phone=YExample responses:ERROR: update_phone USER DOES NOT HAVE PERMISSION TO UPDATE PHONES - 6666|0ERROR: update_phone YOU MUST USE ALL REQUIRED FIELDS - 6666||ERROR: update_phone SERVER DOES NOT EXIST - 6666|10.0.9.9ERROR: update_phone PHONE DOES NOT EXIST ON THIS SERVER - 6666|10.0.9.8|cc101ERROR: update_phone LOGIN ALREADY EXISTS - 6666|x101ERROR: update_phone YOU MUST USE A VALID TIMEZONE - 6666|-99ERROR: update_phone YOU MUST USE A VALID DIALPLAN NUMBER - 6666|0ERROR: update_phone YOU MUST USE A VALID VOICEMAIL NUMBER - 6666|0ERROR: update_phone YOU MUST USE A VALID PHONE PASSWORD - 6666|0ERROR: update_phone YOU MUST USE A VALID REGISTRATION PASSWORD - 6666|0ERROR: update_phone YOU MUST USE A VALID PROTOCOL - 6666|0ERROR: update_phone YOU MUST USE A VALID PHONE NAME - 6666|0ERROR: update_phone YOU MUST USE A VALID PHONE CONTEXT - 6666|0ERROR: update_phone NO UPDATES DEFINED - 6666|0SUCCESS: update_phone PHONE HAS BEEN UPDATED - 6666|cc100|10.0.9.8|SIP|100SUCCESS: update_phone PHONE HAS BEEN DELETED - 6666|cc100|10.0.9.8|--------------------------------------------------------------------------------add_phone_alias - adds a phone alias entry to the systemREQUIRED FIELDS-alias_id - 2-20 charactersphone_logins - 2-255 characters (phone logins separated by commas)alias_name - 1-50 charactersExample URL strings for API calls:http://server/x5/api/non_agent.php?source=test&function=add_phone_alias&user=6666&pass=1234&alias_id=xyz100&alias_name=XYZ+testing&phone_logins=100a,100bExample responses:ERROR: add_phone_alias USER DOES NOT HAVE PERMISSION TO ADD PHONE ALIASES - 6666|0ERROR: add_phone_alias YOU MUST USE ALL REQUIRED FIELDS - 6666||||ERROR: add_phone_alias PHONE ALIAS ALREADY EXISTS - 6666|x101ERROR: add_phone_alias PHONE DOES NOT EXIST - 6666|cc100SUCCESS: add_phone_alias PHONE ALIAS HAS BEEN ADDED - 6666|x100|testing_x100|cc100,bb100--------------------------------------------------------------------------------update_phone_alias - updates or deletes a phone alias entry already in the systemNOTE: api user for this function must have user_level set to 8 or higher and "ast admin access" enabledREQUIRED FIELDS-alias_id - 2-20 charactersphone_logins - 2-255 characters (phone logins separated by commas)alias_name - 1-50 charactersSETTINGS FIELDS-delete_alias - Y or N, Setting this to Y will delete the phone alias from the system, default is N.Example URL strings for API calls:http://server/x5/api/non_agent.php?source=test&function=update_phone_alias&user=6666&pass=1234&alias_id=xyz100&alias_name=XYZ+testing+X&phone_logins=100a,100bhttp://server/x5/api/non_agent.php?source=test&function=update_phone_alias&user=6666&pass=1234&alias_id=xyz100&delete_alias=YExample responses:ERROR: update_phone_alias USER DOES NOT HAVE PERMISSION TO UPDATE PHONE ALIASES - 6666|0ERROR: update_phone_alias YOU MUST USE ALL REQUIRED FIELDS - 6666||||ERROR: update_phone_alias PHONE ALIAS DOES NOT EXIST - 6666|x101ERROR: update_phone_alias YOU MUST USE A VALID ALIAS NAME - 6666|xERROR: update_phone_alias PHONE DOES NOT EXIST - 6666|cc100SUCCESS: update_phone_alias PHONE ALIAS HAS BEEN UPDATED - 6666|x100|SUCCESS: update_phone_alias PHONE ALIAS HAS BEEN DELETED - 6666|x100|--------------------------------------------------------------------------------add_list - adds a list to the systemREQUIRED FIELDS-list_id - 2-14 digitslist_name - 6-30 characterscampaign_id - 2-8 characters, must be a valid campaign_idOPTIONAL FIELDS-active - Must be one of these: 'Y','N', will default to 'N'outbound_cid - 6-20 digitsscript - 1-10 characters, must be a valid scriptam_message - 2-100 charactersdrop_inbound_group - 1-10 characters, must be a valid in-groupweb_form_address - 6-100 charactersweb_form_address_two - 6-100 charactersreset_time - 4-100 characters, must be in valid 4-digit groups of 24-hour time (i.e. 0900-1700-2359)Example URL strings for API calls:http://server/x5/api/non_agent.php?source=test&function=add_list&user=6666&pass=1234&list_id=1101&list_name=Test+API+list&campaign_id=TESTCAMPhttp://server/x5/api/non_agent.php?source=test&function=add_list&user=6666&pass=1234&list_id=1101&list_name=Test+API+list&campaign_id=TESTCAMP&active=N&outbound_cid=7275551212&script=DEMOSCRIPT&am_message=8304&drop_inbound_group=SALESLINE&web_form_address=http://requestb.in/?testing=hghgExample responses:ERROR: add_list USER DOES NOT HAVE PERMISSION TO ADD LISTS - 6666|0ERROR: add_list YOU MUST USE ALL REQUIRED FIELDS - 6666|1000||ERROR: add_list CAMPAIGN DOES NOT EXIST - 6666|TESTCIMPERROR: add_list LIST ALREADY EXISTS - 6666|1101ERROR: add_list SCRIPT DOES NOT EXIST, THIS IS AN OPTIONAL FIELD - 6666|TESTSCRIPTERROR: add_list IN-GROUP DOES NOT EXIST, THIS IS AN OPTIONAL FIELD - 6666|TEST_IN8ERROR: add_list RESET TIME IS NOT VALID, THIS IS AN OPTIONAL FIELD - 6666|012SUCCESS: add_list LIST HAS BEEN ADDED - 6666|1101|TESTCAMP--------------------------------------------------------------------------------update_list - updates list information in the ytel lists tableREQUIRED FIELDS-list_id - must be all numbers, 2-14 digitssource - description of what originated the API call (maximum 20 characters)SETTINGS FIELDS-insert_if_not_found - Y or N, will attempt to insert as a new list if no match is found, default is N. If list is not found, the function will change to add_list and be processed in that wayreset_list - Y or N, Setting this to Y will reset the Called-Since-Last-Reset flag for all of the leads in this list, default is N.delete_list - Y or N, Setting this to Y will delete the list from the ytel lists table, default is N.delete_leads - Y or N, Setting this to Y will delete all of the leads with this list_id from the ytel list table, default is N.EDITABLE FIELDS- list_name - 6-30 characterscampaign_id - 2-8 characters, must be a valid campaign_idactive - Must be one of these: 'Y','N', will default to 'N'outbound_cid - 6-20 digitsscript - 1-10 characters, must be a valid scriptam_message - 2-100 charactersdrop_inbound_group - 1-10 characters, must be a valid in-groupweb_form_address - 6-100 charactersweb_form_address_two - 6-100 charactersreset_time - 4-100 characters, must be in valid 4-digit groups of 24-hour time (i.e. 0900-1700-2359)NOTES: - in order to set a field to empty('') set it equal to --BLANK--, i.e. "&drop_inbound_group=--BLANK--"- please use no special characters like apostrophes, quotes or amphersandsExample URL strings for API calls:http://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=update_list&list_id=1101&list_name=Updated+test+API+listhttp://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=update_list&list_id=1101&active=Nhttp://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=update_list&list_id=1102&active=N&insert_if_not_found=Y&list_name=Updated+test+API+list&campaign_id=TESTCAMP&outbound_cid=7275551212&script=DEMOSCRIPT&am_message=8304&drop_inbound_group=SALESLINE&web_form_address=http://requestb.in/?testing=hghghttp://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=update_list&list_id=1102&reset_list=Yhttp://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=update_list&list_id=1102&delete_list=Y&delete_leads=Yhttp://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=update_list&list_id=1102&campaign_id=ASTRICONExample responses:ERROR: update_list USER DOES NOT HAVE PERMISSION TO UPDATE LISTS - 6666ERROR: update_list YOU MUST USE ALL REQUIRED FIELDS - 6666|1NOTICE: update_list LIST DOES NOT EXIST, SENDING TO add_list FUNCTION - 6666|1000ERROR: update_list LIST DOES NOT EXIST - 6666|1000ERROR: update_list CAMPAIGN DOES NOT EXIST, THIS IS AN OPTIONAL FIELD - 6666|TESTCIMPERROR: update_list SCRIPT DOES NOT EXIST, THIS IS AN OPTIONAL FIELD - 6666|TESTSCRIPTERROR: update_list IN-GROUP DOES NOT EXIST, THIS IS AN OPTIONAL FIELD - 6666|TEST_IN8ERROR: update_list LIST NAME MUST BE FROM 6 TO 30 CHARACTERS, THIS IS AN OPTIONAL FIELD - 6666|testERROR: update_list ACTIVE MUST BE Y OR N, THIS IS AN OPTIONAL FIELD - 6666|UERROR: update_list OUTBOUND CID MUST BE FROM 6 TO 18 DIGITS, THIS IS AN OPTIONAL FIELD - 6666|12345ERROR: update_list ANSWERING MACHINE MESSAGE MUST LESS THAN 101 DIGITS, THIS IS AN OPTIONAL FIELD - 6666|123...ERROR: update_list RESET TIME IS NOT VALID, THIS IS AN OPTIONAL FIELD - 6666|012NOTICE: update_list NO UPDATES DEFINED - 6666|SUCCESS: update_list LIST HAS BEEN UPDATED - 6666|1101NOTICE: update_list LEADS IN LIST HAVE BEEN RESET - 6666|1101|324NOTICE: update_list USER DOES NOT HAVE PERMISSION TO DELETE LISTS - 6666|0NOTICE: update_list LIST HAS BEEN DELETED - 6666|1101|1NOTICE: update_list USER DOES NOT HAVE PERMISSION TO DELETE LEADS - 6666|0NOTICE: update_list LEADS IN LIST HAVE BEEN DELETED - 6666|1101|324ERROR: NO FUNCTION SPECIFIED

--------------------------------------------------------------------------------------------------------------

agent_status - real-time status of one agent user

REQUIRED FIELDS-source - description of what originated the API call (maximum 20 characters)agent_user - 2-20 characters, use only for one agent status

SETTINGS FIELDS-stage - the format of the exported data: csv, tab, pipe(default)header - include a header(YES) or not(NO). This is optional, default is not to include a header

Example URL strings for API calls:http://server/x5/api/non_agent.php?source=test&user=6666&pass=1234&function=agent_status&agent_user=1234&stage=csv&header=YES

Example responses:ERROR: agent_status USER DOES NOT HAVE PERMISSION TO GET AGENT INFO - 6666|0ERROR: agent_status INVALID SEARCH PARAMETERS - 6666||ERROR: agent_status AGENT NOT FOUND - 6666||ERROR: agent_status AGENT NOT LOGGED IN - 6666||

A SUCCESS response will not show "SUCCESS", but instead will just print the results in the following format:status,call_id,lead_id,campaign_id,calls_today,full_name,user_group,user_level,pause_code,real_time_sub_status,phone_number,vendor_lead_code,session_idINCALL,M4050908070000012345,12345,TESTCAMP,1,Test Agent,AGENTS,3,LOGIN,,7275551212,123456,8600051INCALL|M4181606420000000104|104|TESTBLND|1|Admin|ADMIN|9|BRK2|DEAD|3125551212|123457|8600051PAUSED||105|TESTBLND|1|Admin|ADMIN|9||PREVIEW|9545551212|123458|8600052

NOTE: real_time_sub_status field can consist of: DEAD, DISPO, 3-WAY, PARK, RING, PREVIEW, DIAL or it can be empty

Contents:

Computer Requirements

Operating System

Internet Browsers

Headset Recommendations

Network Equipment

Firewall

Bandwidth

Setting Up New Workstations

Internet Service Provider

Advanced Help

Computer Requirements

Minimum Requirements

Processor: 1.4GHz or better RAM: 4GB (8GB for Windows) Free Space: 20GB or 10% of main drive USB Port: 2.0 (at least 1 free)

Recommended Requirements

Processor: 2.0GHz Dual Core or better RAM: 8GB Free Space: 20GB or 10% of main drive USB Port: 3.0 (at least 1 free)

Note: Using a faster computer will provide a more reliable connection when non-Ytel programs (like your CRM or other web applications) use system resources heavily. Underpowered computers can exhibit choppy audio (jitter) that may result in a terminated phone connection.

Operating System

Contact Center requires Mac OS 10.9+, Windows 7 or newer, or ChromeOS*.

Note: Wedon'trecommend some AntiVirus software, such as Avast, Norton, and McAfee.

*ChromeOS requires the use of a wired USB headset (While Bluetooth headsets are supported on certain Chromebook models - the headsets must work native and not require 3rd party drivers/software. Ytel recommends you use a wired USB headset for best performance.)

Internet Browsers

Click above images to download/update browsers

If you haven't updated to the latest browser version and cleared your cache, there may be performance degradation with products that use the Ytel Webphone.

We recommend clearing all components of your cache, except for stored passwords. Here's how to clear your cache:

Chrome: https://support.google.com/accounts/answer/32050?hl=en

Firefox: https://support.mozilla.org/en-US/kb/how-clear-firefox-cache

Headset Recommendations

We recommend a quality USB headset from such brands as Logitech, Plantronics, Panasonic, or Jabra. Look for features like:

Noise cancellation

In-line or on-ear audio controls

Mute functionality

Ytel does not recommend wireless or analog headsets. Wireless headsets can run out of batteries and are prone to interference.

We recommend a USB headset and not a headset with a "traditional" mini pin.

*Note: Chromebooks do not support the use of "traditional" mini pin connections. We recommend a wired USB headset. (While Bluetooth headsets are supported on certain Chromebook models - the headsets must work native and not require 3rd party drivers/software. Ytel recommends you use a wired USB headset for best performance.)

Network Equipment

Ytel recommends enterprise grade telecommunications equipment. Avoid consumer grade or ISP supplied routers. We suggest Juniper, Cisco, or Ubiquiti.

A clean, high speed network is also required. Network hubs are not recommended. Low-budget Linksys and other switches costing $250 or less are generally not recommended.

Firewall

Create firewall rules to open ports to/from Ytel.

Setup

Please adjust your settings to the following:

Allow all traffic from your network to ours (TCP & UDP)

Allow all traffic from our network to yours (TCP & UDP)

Ytel Network

These are our IP addresses in case you want to adjust your firewalls:

208.74.136.0/22

208.94.32.0/22

Note: Please be sure to enable ICMP.

Bandwidth

Minimum Requirements

500 Kbps per agent on your network Example: 50 agents = 25 Mbps

Recommended Requirements

1 Mbps per agent on your network Example: 50 agents = 50 Mbps

Running Ytel Contact Center at minimum recommendations requires an expert network administrator to shape traffic. Ytels web interface and softphone combined will consume approximately 500 kilobits/second running WebRTC.

Note: Internet speed needs to be symmetrical.

Setting Up New Workstations

Verify WebRTC connectivity by using our echo test at webphone.ytel.com. Click the "Start" button and verify theres two-way audio.

Internet Service Provider

Ytel operates a redundant network using BGP. Our Asynchronous System number is 53591.

We use such providers as:

NTT America

Internap (INAP)

Level 3

Hurricane Electric

Public and private peering

If you are unable to establish business services with one of the named providers, choose a reputable provider with a direct connection to one of our preferred providers. We recommend against using consumer grade Internet providers.

Please be advised that WIRELESS, MICROWAVE, or SATELLITE systems are not supported by Ytel.

Need Advanced Help?

Ytel's engineering team has extensive telecommunications experience and are dedicated to providing industry leading support.

If you have any questions, please reply to the ticketyou'vealready opened or open a new ticket.

Need help? Email us [email protected] or call us at 800.382.4913.

Welcome to the Ytel family. My name is Eric and I am the Director of Customer Support. Our number one goal is to provide you with outstanding support. Below are our guidelines to do just that. This is a living document followed by our Smart Support Support Staff & Engineers.

Contacting Us

E-mail a Support Ticket: [email protected]

Call : 800.382.4913 - Option #1

Login to my.ytel.com and click support to open a ticket

Live Chat through the products

Business Hours

Monday through Friday 6:00 AM to 6:00 PM Pacific

Saturday 8:00 AM to 12:00 PM Pacific

Sunday - Afterhours emergency support only

24x7 After Hours Support

We happily provide emergency support to customers that are experiencing a major outage.

Outages do not include system configuration requests, training, microphone/sound, coaching, software installation, software development, reporting etc.

Open a support ticket with the word 'emergency' in the body - [email protected]

Single point of contact

It is very important we have a single point of contact at your company to work with.

We use your email address to lookup information. Please use your primary company e-mail address when contacting support.

All about tickets

Ticketsare very useful to us. They help our team cut through clutter so we can provide you with fast, accurate support.

Anytime you call, e-mail, or communicate with us in any way our team will open a ticket.

When you receive an e-mail with a ticket update it's importantyou do not change the subject line. We use special codes in the subject line so that your e-mail replies can be automatically appended to your active ticket number

Tickets can get confusing, especially if you have more than 1 open. To view all of your tickets we recommend logging into my.ytel.com

Please openone ticket per matter. For example, if you are unable to upload data open a ticket. If you have more questions about uploading data you can simply reply to that same ticket. However if you need help configuring your system to send text messages please open a new ticket.

You may view all of your tickets and their statuses in your My.ytel

When you call or e-mail us our support agents will ask you to confirm your identity. Please have your company name, e-mail, and companyID ready.

Ticket Statuses

New : your ticket is created and awaiting a ytel smart support engineer

Open : your ticket is open and we are looking into the issue. During this process we will be going back and forth with you to collect information.

Pending :Ytel has either completed the task or needs more information from you. If we don't hear from you we will attempt to contact you (5) times. If we are unable to reach you we will mark your ticket as solved.

Solved : Your matter has been solved. If you feel the matter is not resolved you can reply within 3 days to re-open the ticket.

Closed : The ticket is finalized and closed. Closed tickets cannot be re-opened. However if you reply to a closed ticket via e-mail we will automatically open a NEW follow-up ticket and reference your previous ticket. NEW tickets will go through our escalation chains.

Holidays

New Years Day - 8AM to 12PM Pacific

Memorial Day- 8AM to 12PM Pacific

Independence Day- 8AM to 12PM Pacific

Labor Day- 8AM to 12PM Pacific

Thanksgiving - CLOSED

Day After Thanksgiving- 8AM to 12PM Pacific

Christmas Eve- 8AM to 12PM Pacific

Christmas Day-CLOSED

To search a lead go to DATA MANAGEMENT, DATA SEARCH.

Simply put in the info such as phone number or lead id and click search on the bottom of the page.

For older leads or leads that do not come up on a normal search, you can try the log phone option.

Ytel Contact Center provides companies with the ability to separate their agents into two different categories, Outbound Agents and Closer Agents. An Outbound Agent has the ability to take both outbound calls (calls placed by the Ytel Contact Center system) and inbound calls (when a customer calls the company). A Closer Agent can only take inbound traffic.

In the Users > User section of the Ytel Contact Center portal, at the top it will display how many Outbound Agents and Closer Agents licenses that are available. Users can be switched between Outbound Agent & Closer Agent within the Contact Center User >Users section.

Image 1: The Company below has 50 Outbound Agent Licenses and 20 Closer Agents. A total of 70 users can be logged in at once through the Agent interface portal, but only a maximum of 50 users that are marked as Outbound Agent can be concurrently logged in (logged in at the same time) and only a maximum of 20 users that are marked as Closer Agent can be concurrently logged in for a total of 70 users. How to Add Additional Seats/Licenses

Image 2: User ID 101 (red) will use up one of the Closer Agents Licenses and User ID 1001 (yellow) will use up one of the Outbound Agents Licenses.

Switching User/Agent between Outbound and Closer (Step by Step)

STEP 1:

Navigate to the Users > User section

STEP 2:

Within the Users Listing section, locate the user, which you would like to change.

STEP 3:

In the Outbound column, turn OFF to set that user as a Closer Agent or turn ON to set that user as an Outbound Agent.

DONE

Related Articles:

How to create Users

AGENT API DOCUMENT This document describes the functions of an API(Application Programming Interface)for the Ytel Agent screen. This functionality will be rather limited at firstand will be built upon as critical functions are identified and programmed into it.There is also a new NON-agent API script, for more information on that, pleaseread the NON-AGENT_API. txt document. https://support.ytel.com/hc/en-us/articles/205080500-Non-Agent-APIAPI functions:version - shows version and build of the API, along with the date/timeexternal_hangup - sends command to hangup the current phone call for one specific agent(Hangup Customer)external_status - sends command to set the disposition for one specific agent and move on to next callexternal_pause - sends command to pause/resume an agent now if not on a call, or pause after their next call if on callexternal_dial - sends command to manually dial a number on the agent's screenpreview_dial_action - sends a SKIP, DIALONLY, ALTDIAL, ADR3DIAL or FINISH when a lead is being previewed or manual alt dialexternal_add_lead - Adds a lead in the manual dial list of the campaign for logged-in agentchange_ingroups - changes the selected in-groups for a logged-in agentupdate_fields - changes values for selected data fields in the agent interfaceset_timer_action - sets timer action for the current call the agent is onst_login_log - looks up the ytel_users.custom_three field and logs event from CRMst_get_agent_active_lead - looks up active lead info for an agent and outputs lead informationra_call_control - remote agent call control: hangup/transfer calls being handled by remote agentssend_dtmf - sends dtmf signal string to agent's sessiontransfer_conference - sends several commands related to the agent transfer-conf framepark_call - sends command to park customer or grab customer from park or ivrlogout - logs the agent out of the agent interfacerecording - sends a recording start/stop signal or status of agent recordingwebserver - display webserver information, very useful for load balanced setupswebphone_url - display the webphone url for the current agent's sessioncall_agent - send a call to connect the agent to their sessionpause_code - set a pause code if the agent is pausedNew scripts:/x5/api/agent.php - the script that is accessed to execute commandsRequired variables for all API calls:# user - is the API user# pass - is the API user password# agent_user - is the ytel agent user whose session that you want to affect# source - description of what originated the API call (maximum 20 characters)Optional variable for all API calls:# close_window_link - will display a link to close the window, useful if you pop up the API link in a browser window# language - currently only works for close window link: en=English, es=SpanishTo hangup the call, disposition it and then pause the agent, do the following in order:http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=external_pause&value=PAUSEhttp://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=external_hangup&value=1http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=external_status&value=AResponse to calls will return either an ERROR or a SUCCESS along with an explanation.for example:SUCCESS: external_status function set - 101|AERROR: agent_user is not logged in - 101DETAIL OF EACH FUNCTION:--------------------------------------------------------------------------------version -DESCRIPTION:shows version and build of the API, along with the date/timeVALUES: NONEEXAMPLE URL:http://server/x5/api/agent.php?function=versionRESPONSES:VERSION: 2.0.5-2|BUILD: 90116-1229|DATE: 2009-01-15 14:59:33|EPOCH: 1222020803 --------------------------------------------------------------------------------webserver -DESCRIPTION:shows version and build of the API, along with the date/timeVALUES: NONEEXAMPLE URL:http://server/x5/api/agent.php?source=test&user=101&pass=1234&function=webserverRESPONSES:Webserver Data:set.timezone: America/New_Yorkabbr.timezone: EDTdst.timezone: 1uname: Linux dev-db 2.6.34.8-0.2-default #1 SMP 2011-04-06 18:11:26 +0200 x86_64host name: dev-dbserver name: www.ytel.comphp version: 5.3.3apache version: Apache/2.2.15 (Linux/SUSE)apache processes: 13system loadavg: 0.06disk_free_space: 444174315520date.timezone: America/New_Yorkmax_execution_time: 360max_input_time: 360memory_limit: 128Mpost_max_size: 48Mupload_max_filesize: 42Mdefault_socket_timeout: 360--------------------------------------------------------------------------------external_hangup - DESCRIPTION:Hangs up the current customer call on the agent screenVALUES: (value)1 - the only valid value for this functionEXAMPLE URL:http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=external_hangup&value=1RESPONSES:ERROR: external_hangup not valid - 1|101ERROR: no user found - 101ERROR: agent_user is not logged in - 101SUCCESS: external_hangup function set - 1|101--------------------------------------------------------------------------------external_status - DESCRIPTION:Sets the status of the current customer call on the agent dispotion screenVALUES: (value)value - Any valid status in the Ytel system will work for this functioncallback_datetime -YYYY-MM-DD+HH:MM:SS, date and time of scheduled callback. REQUIRED if callback is set and status is flagged as a scheduled callbackcallback_type - USERONLY or ANYONE, default is ANYONEcallback_comments -Optional comments to appear when the callback is called back, must be less than 200 characters in lengthqm_dispo_code - Option callstatus code used if QM is enabledEXAMPLE URL:http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=external_status&value=Ahttp://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=external_status&value=CALLBK&callback_datetime=2012-01-25+12:00:00&callback_type=USERONLY&callback_comments=callback+comments+go+here&qm_dispo_code=1234RESPONSES:ERROR: external_status not valid - A|101ERROR: no user found - 101ERROR: agent_user is not logged in - 101SUCCESS: external_status function set - A|101--------------------------------------------------------------------------------external_pause - DESCRIPTION:Pauses or Resumes the agent. If a Pause and the agent is on a live call will pause after the live call is dispositionedVALUES: (value)PAUSE - Pauses the agent sessionRESUME - Resumes the agent sessionEXAMPLE URLS:http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=external_pause&value=PAUSEhttp://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=external_pause&value=RESUMERESPONSES:ERROR: external_pause not valid - PAUSE|101ERROR: no user found - 101ERROR: agent_user is not logged in - 101SUCCESS: external_pause function set - PAUSE|1232020456|101--------------------------------------------------------------------------------logout - DESCRIPTION:Logs the agent out of the agent interface. If the agent is on a live call, will logout after the live call is dispositionedVALUES: (value)LOGOUT - Logout the agent sessionEXAMPLE URLS:http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=logout&value=LOGOUTRESPONSES:ERROR: logout not valid - PAUSE|101ERROR: no user found - 101ERROR: agent_user is not logged in - 101SUCCESS: logout function set - LOGOUT|1232020456|101--------------------------------------------------------------------------------external_dial - DESCRIPTION:Places a manual dial phone call on the agent screen, you can define whether to search for the lead in the existing database or not and you can define the phone_code and the number to dial. This action will pause the agent after their current call, enter in the information to place the call, and dialing the call on the agent screen.VALUES:value - Any valid phone number (7275551212), or "MANUALNEXT" to mimic the Dial Next Number buttonlead_id -Any valid lead_id from the system(either value or lead_id are required) if both are defined, lead_id will override valuephone_code -Any valid phone country code (1 for USA/Canada, 44 for UK, etc...)search -YES - perform a search in the campaign-defined ytel_list list for this phone number and bring up that leadNO - do not search, create a new ytel_list record for the callpreview -YES - preview the lead in the ytel screen without dialingNO - do not preview the lead, place call immediatelyfocus -YES - change the focus of the screen to the ytel.php agent interface, brings up an alert in the browser windowNO - do not change focusvendor_id -OPTIONAL, any valid Vendor lead codedial_prefix -OPTIONAL, any dial prefix that you want to add to the beginning of the dial string for this callgroup_alias - OPTIONAL, the outbound callerID(from an existing group-alias) that you want to use for this callvtiger_callback -OPTIONAL, YES or NO, will lookup the phone number and Vtiger account ID from the provided Event IDalt_user -OPTIONAL, instead of agent_user, this is to lookup the agent_user using the ytel_users.custom_three fieldalt_dial -OPTIONAL, if using lead_id you can set this flag to dial the ALT number or the ADDR3 number or SEARCH a phone_number within the lead if SEARCH is used and the phone_number is not matched with the lead's phone_number, alt_phone or address3 field an ERROR will be returnedEXAMPLE URLS:http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=external_dial&value=7275551212&phone_code=1&search=YES&preview=NO&focus=YEShttp://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=external_dial&value=7275551212&phone_code=1&search=YES&preview=NO&focus=YES&dial_prefix=88&group_alias=DEFAULTRESPONSES:ERROR: external_dial not valid - 7275551212|1|YES|101ERROR: no user found - 101ERROR: agent_user is not logged in - 101ERROR: agent_user is not allowed to place manual dial calls - 101ERROR: caller_id_number from group_alias is not valid - 101|TESTING|123ERROR: group_alias is not valid - 101|TESTINGERROR: vtiger callback activity does not exist in vtiger system - 12345ERROR: phone_number is already in this agents manual dial queue - 101|7275551211ERROR: lead_id is not valid - 101|1234567ERROR: phone number is not valid - 101||1234567|ERROR: phone number lead_id search not found - 101|7275551212|1234567|SUCCESS: external_dial function set - 7275551212|101|1|YES|NO|YES|123456|1232020456|9|TESTING|7275551211|--------------------------------------------------------------------------------preview_dial_action - DESCRIPTION:sends a SKIP, DIALONLY, ALTDIAL, ADR3DIAL or FINISH when a lead is being previewed or in Manual Alt DialVALUES:agent_user -REQUIRED alphanumeric string for active agent uservalue - One of the following actions (SKIP, DIALONLY, ALTDIAL, ADR3DIAL or FINISH)EXAMPLE URLS:http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=preview_dial_action&value=SKIPRESPONSES:ERROR: preview_dial_action not valid - 7275551212|1|YES|101ERROR: no user found - 101ERROR: agent_user is not logged in - 101ERROR: agent_user is not allowed to place manual dial calls - 101ERROR: preview dialing not allowed on this campaign - 101|TESTING|DISABLEDERROR: preview dial skipping not allowed on this campaign - 101|TESTING|PREVIEW_ONLYERROR: alt number dialing not allowed on this campaign - 101|TESTING|NSUCCESS: preview_dial_action function set - DIALONLY|101|DIALONLY--------------------------------------------------------------------------------external_add_lead - DESCRIPTION:Adds a lead in the manual dial list of the campaign for logged-in agent. A much simplified add lead function compared to the Non-Agent API functionVALUES:agent_user -REQUIRED alphanumeric string for agent userdnc_check - OPTIONAL - Check for number against system DNCcampaign_dnc_check - OPTIONAL - Check for number against campaign DNC from the agent's campaignLEAD DATA (must populate at least one) NOTE: Only fields that are specified in the API call will be modified address1 address2 address3 alt_phone city comments country_code date_of_birth email first_name gender gmt_offset_now last_name middle_initial phone_number phone_code postal_code province security_phrase source_id state title vendor_lead_code rank ownerEXAMPLE URLS:http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=external_add_lead&phone_number=7275551212&phone_code=1&first_name=Bob&last_name=Smith=NO&dnc_check=YESRESPONSES:ERROR: external_add_lead not valid - 7275551212|1|101|ERROR: no user found - 101ERROR: lead insertion failed - 7275551212|TESTCAMP|101|101ERROR: add_lead PHONE NUMBER IN DNC - 7275551212|101ERROR: add_lead PHONE NUMBER IN CAMPAIGN DNC - 7275551212|TESTCAMP|101ERROR: campaign manual dial list undefined - 7275551212|TESTCAMP|101ERROR: agent_user is not logged in - 101SUCCESS: lead added - 7275551212|TESTCAMP|101|123456|101--------------------------------------------------------------------------------change_ingroups - DESCRIPTION:This function will change the selected in-groups for an agent that is logged into a campaign that allows for inbound calls to be handled. Allows the selected in-groups for an agent to be changed while they are logged-in to the ytel Agent screen only. Once changed in this way, the agent would need to log out and back in to be able to select in-groups themselves(If Agent Choose In-Groups is enabled for that user). The blended checkbox can also be changed using this function. The API user performing this function must have ytel_users.change_agent_campaign = 1.VALUES:value -CHANGE - will change all in-groups to those defined in ingroup_choicesREMOVE - will only remove the listed in-groupsADD - will only add the listed in-groupsblended - YES - set the agent to take outbound auto-dialed calls (not applicable in MANUAL and INBOUND_MAN dial method campaigns)NO - set the agent to only take inbound callsingroup_choices - OPTIONAL, a space-delimited(use plusses + in the URL) list of in-groups to allow the agent to take calls from, example: " TEST_IN2 SALESLINE TRAINING_IN -"set_as_default - OPTIONAL, YES or NO - overwrites the settings for the agent in the user modification screen, default is NOEXAMPLE URLS:http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=change_ingroups&value=CHANGE&set_as_default=YES&blended=YES&ingroup_choices=+TEST_IN+SALESLINE+FAKE_IN+-http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=change_ingroups&value=REMOVE&blended=NO&ingroup_choices=+TEST_IN2+TEST_IN4+-http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=change_ingroups&value=ADD&blended=NO&ingroup_choices=+TEST_IN2+-RESPONSES:ERROR: change_ingroups not valid - N| TEST_IN SALESLINE -ERROR: agent_user is not logged in - 101ERROR: campaign does not allow inbound calls - 101ERROR: user is not allowed to change agent in-groups - 101|TESTING|123ERROR: campaign dial_method does not allow outbound autodial - 101|TESTINGERROR: ingroup does not exist - FAKE_IN| TEST_IN FAKE_IN SALESLINE -ERROR: ingroup_choices are required for ADD and REMOVE values - ADD|SUCCESS: change_ingroups function set - YES| TEST_IN SALESLINE -|101--------------------------------------------------------------------------------update_fields -DESCRIPTION:Updates the fields that are specified with the values. This will update the data that is on the agent's screen in the customer information section.VALUES:agent_user -REQUIRED alphanumeric string for agent userLEAD DATA (must populate at least one) NOTE: Only fields that are specified in the API call will be modified address1 address2 address3 alt_phone city comments country_code date_of_birth email first_name gender gmt_offset_now last_name middle_initial phone_number phone_code postal_code province security_phrase source_id state title vendor_lead_code rank ownerEXAMPLE URLS:http://server/x5/api/agent.php?source=test&user=101&pass=1234&function=update_fields&agent_user=101&vendor_lead_code=1234567&address1=RESPONSES:ERROR: update_fields not valid - 101ERROR: agent_user is not logged in - 101ERROR: user is not allowed to modify lead information - 101|1234ERROR: agent_user does not have a lead on their screen - 101|1234ERROR: no fields have been defined - 101SUCCESS: update_fields lead updated - 101|1234|87498|vendor_lead_code='1234567',address1=''--------------------------------------------------------------------------------set_timer_action - DESCRIPTION:Updates the fields that are specified with the values. This will update the data that is on the agent's screen in the customer information section.VALUES:agent_user -REQUIRED, alphanumeric string for agent uservalue -REQUIRED, one of these choices: 'NONE','WEBFORM','WEBFORM2','D1_DIAL','D2_DIAL','D3_DIAL','D4_DIAL','D5_DIAL','MESSAGE_ONLY'notes -Optional, the message to be displayed with the timer actionrank - Optional, the number of seconds into the call to displayEXAMPLE URLS:http://server/x5/api/agent.php?source=test&user=101&pass=1234&function=set_timer_action&agent_user=101&value=MESSAGE_ONLY&notes=test+message&rank=15RESPONSES:ERROR: set_timer_action not valid - 101ERROR: agent_user is not logged in - 101ERROR: user is not allowed to modify campaign settings - 101|1234SUCCESS: set_timer_action lead updated - 101|1234|MESSAGE_ONLY|test message|15--------------------------------------------------------------------------------st_login_log - DESCRIPTION:Looks up the ytel_users.custom_three field(as "agentId") to associate with a ytel user ID. If found it will populate the custom_four field with a "teamId" value, then output the ytel user IDVALUES:value -REQUIRED alphanumeric string for CRM AgentIDvendor_id - REQUIRED alphanumeric string for CRM TeamIDEXAMPLE URLS:http://server/x5/api/agent.php?source=test&user=101&pass=1234&function=st_login_log&value=876543&vendor_id=207RESPONSES:ERROR: st_login_log not valid - 101|207ERROR: no user found - 101SUCCESS: st_login_log user found - 101--------------------------------------------------------------------------------st_get_agent_active_lead - DESCRIPTION:Looks up the ytel_users.custom_three field(as "agentId") to associate with a ytel user ID. If found it will output the active lead_id and phone number, vendor_lead_code, province, security_phrase and source_id fields.VALUES:value -REQUIRED alphanumeric string for CRM AgentIDvendor_id - REQUIRED alphanumeric string for CRM TeamIDEXAMPLE URLS:http://server/x5/api/agent.php?source=test&user=101&pass=1234&function=st_get_agent_active_lead&value=876543&vendor_id=207RESPONSES:ERROR: st_get_agent_active_lead not valid - 101|207ERROR: no user found - 101ERROR: user not logged in - 101ERROR: no active lead found - 101SUCCESS: st_get_agent_active_lead lead found - 101|7275551212|123456|9987-1234765|SK|WILLIAMS|JUH764AJJJ9--------------------------------------------------------------------------------ra_call_control - DESCRIPTION:Allows for remote agent call control: hangup/transfer calls being handled by remote agents, also options for recording a disposition and call lengthVALUES:value -REQUIRED, The call ID of the call as received as CallerIDname field or a special SIP-header, i.e. Y0315201639000402027agent_user -REQUIRED, alphanumeric string for remote agent userstage - REQUIRED, one of these choices: 'HANGUP','EXTENSIONTRANSFER','INGROUPTRANSFER'ingroup_choices - OPTIONAL, only required if INGROUPTRANSFER stage is used, must be a single active in-group, reserved option of "DEFAULTINGROUP" can be used to send the call to the default in-group for the in-group or campaign that originated the call to the remote agentphone_number -OPTIONAL, only required if EXTENSIONTRANSFER stage is used, must be a full number when dialed that will dial through the default contextstatus -OPTIONAL, status of the call, maximum of 6 characters, if not set, status will be RAXFEREXAMPLE URLS:http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1028&function=ra_call_control&stage=INGROUPTRANSFER&ingroup_choices=DEFAULTINGROUP&value=Y0316001655000402028RESPONSES:ERROR: ra_call_control not valid - Y0315201639000402027|101|INGROUPTRANSFERERROR: no user found - 101ERROR: user not logged in - 101ERROR: no active call found - Y0315201639000402027ERROR: phone_number is not valid - 9ERROR: ingroup is not valid - TESTINGROUPERROR: stage is not valid - XYZSUCCESS: ra_call_control transferred - 101|Y0315201639000402027|SALESLINESUCCESS: ra_call_control hungup - 101|Y0315201639000402027|HANGUP--------------------------------------------------------------------------------send_dtmf - DESCRIPTION:Sends dtmf signal string to agent's sessionVALUES: (value)only valid DTMF characters with these replacements: P = # (pound or hash) S = * (star) Q = (one second of silence)EXAMPLE URLS:http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=send_dtmf&value=QQQQ1234SQQQQQ6654PRESPONSES:ERROR: send_dtmf not valid - QQ|101ERROR: no user found - 101ERROR: agent_user is not logged in - 101SUCCESS: send_dtmf function set - QQQQ1234SQQQQQ6654P|101--------------------------------------------------------------------------------park_call - DESCRIPTION:sends command to park customer or grab customer out of parkVALUES:value - REQUIRED, choices are below PARK_CUSTOMER - send customer to the park extension as defined in the campaign the agent is logged into GRAB_CUSTOMER - grab customer from the park extension and send them to the agent session PARK_IVR_CUSTOMER - send customer to the park ivr as defined in the campaign the agent is logged into, customer will come back after finishing IVR GRAB_IVR_CUSTOMER - grab customer from the park ivr and send them to the agent sessionEXAMPLE URLS:http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=park_call&value=PARK_CUSTOMERhttp://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=park_call&value=GRAB_CUSTOMERhttp://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=park_call&value=PARK_IVR_CUSTOMERhttp://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=park_call&value=GRAB_IVR_CUSTOMERRESPONSES:ERROR: park_call not valid - PARK_CUSTOMER|101ERROR: no user found - 101ERROR: agent_user is not logged in - 101ERROR: agent_user does not have a lead on their screen - 101SUCCESS: park_call function set - PARK_CUSTOMER|101--------------------------------------------------------------------------------transfer_conference - DESCRIPTION:sends several commands related to the agent transfer-conf frameVALUES:value - REQUIRED, choices are below HANGUP_XFER - hangup the third party line HANGUP_BOTH - hangup customer and third party line BLIND_TRANSFER - send a call to a defined phone number LEAVE_VM - blind transfer customer to the campaign-defined voicemail message LOCAL_CLOSER - send call to another ytel agent, must have in-group, optional phone_number field for AGENTDIRECT agent DIAL_WITH_CUSTOMER - 3-way call with customer on the line PARK_CUSTOMER_DIAL - send customer to park and place a call to a third party LEAVE_3WAY_CALL - leave customer and third party in conference and go to the disposition screenphone_number - OPTIONAL/REQUIRED, required for any transfer or dial valueingroup_choices - OPTIONAL/REQUIRED, required for local_closer and consultative transfers, must be a single active in-group, reserved option of "DEFAULTINGROUP" can be used to select the default in-group for the in-group or campaign that the call originated fromconsultative - OPTIONAL, when you want to do a consultative transfer with your customer and another ytel agent, 'YES' and 'NO' are valid options, you can only use this with DIAL_WITH_CUSTOMER or PARK_CUSTOMER_DIALdial_override - OPTIONAL, dials exactly the phone number specified with no campaign-defined phone code or prefixgroup_alias - OPTIONAL, defines what caller ID number to use when doing DIAL_WITH_CUSTOMER or PARK_CUSTOMER_DIALEXAMPLE URLS:http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=HANGUP_XFERhttp://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=HANGUP_BOTHhttp://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=BLIND_TRANSFER&phone_number=8500http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=LEAVE_VMhttp://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=LOCAL_CLOSER&ingroup_choices=DEFAULTINGROUPhttp://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=LOCAL_CLOSER&ingroup_choices=AGENTDIRECT&phone_number=101http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=LOCAL_CLOSER&ingroup_choices=SALESLINEhttp://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=DIAL_WITH_CUSTOMER&ingroup_choices=TEST_IN3&consultative=YEShttp://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=DIAL_WITH_CUSTOMER&phone_number=8500http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=DIAL_WITH_CUSTOMER&phone_number=919998888112&dial_override=YEShttp://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=PARK_CUSTOMER_DIAL&ingroup_choices=TEST_IN3&consultative=YEShttp://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=LEAVE_3WAY_CALLRESPONSES:ERROR: transfer_conference not valid - QQ|101ERROR: value is not valid - XYZFUNCTION|101ERROR: no user found - 101ERROR: ingroup is not valid - XYZINGROUPERROR: agent_user is not logged in - 101ERROR: agent_user does not have a live call - 101ERROR: caller_id_number from group_alias is not valid - 101|TESTING|123ERROR: group_alias is not valid - 101|TESTINGSUCCESS: transfer_conference function set - LOCAL_CLOSER|SALESLINE||YES|101|M2141842580000000044|--------------------------------------------------------------------------------recording - DESCRIPTION:sends a recording start/stop signal or status of agent recordingVALUES:value - REQUIRED, choices are below START - sends a "start recording" signal to the agent screen (you can have multiple recordings going at the same time) STOP - sends a "stop recording" signal to the agent screen (this will stop all active recordings onthe agent screen) STATUS - displays results of active recording and agent session information (returns: user|recording_id|filename|server|start_time|agent_server|session|agent_status) stage - OPTIONAL, value to append to the recording filename, limited to 14 characters, if more it will truncate. Only works with START valueEXAMPLE URLS:http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=recording&value=STARThttp://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=recording&value=STOPhttp://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=recording&value=STATUShttp://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=recording&value=START&stage=_MIDCALLRESPONSES:ERROR: no user found - 101ERROR: agent_user is not logged in - 101 ERROR: stop recording error - 101|||||192.168.1.5|8600051|PAUSED SUCCESS: recording function sent - 101|STOP||||192.168.1.5|8600051|PAUSEDSUCCESS: recording function sent - 101|START||||192.168.1.5|8600051|PAUSED SUCCESS: recording function sent - 101|START_MIDCALL||||192.168.1.5|8600051|PAUSED NOTICE: not recording - 101|||||192.168.1.5|8600051|PAUSEDNOTICE: recording active - 101|121242|20120810-012008__101_|192.168.1.5|2012-08-10 01:20:10|192.168.1.5|8600051|PAUSED--------------------------------------------------------------------------------webphone_url - DESCRIPTION:display or launch the webphone url for the current agent's sessionVALUES:value - REQUIRED, choices are below: DISPLAY - displays only the URL for the webphone if enabled LAUNCH - redirects the url to the webphone url to launch itEXAMPLE URLS:http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=webphone_url&value=DISPLAYhttp://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=webphone_url&value=LAUNCHRESPONSES:<if function is successful, the URL will be displayed or launched>ERROR: no user found - 101ERROR: agent_user is not logged in - 101 ERROR: webphone_url not valid - 101|DISPLAYERROR: webphone_url error - webphone url is empty - 101ERROR: webphone_url error - no session data - 101--------------------------------------------------------------------------------call_agent - DESCRIPTION:send a call to connect the agent to their sessionVALUES:value - REQUIRED, choices are below: CALL - places call from the agent session to the agent's phoneNOTES:this function is not designed to work with on-hook agentsEXAMPLE URLS:http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=call_agent&value=CALLRESPONSES:ERROR: no user found - 101ERROR: agent_user is not logged in - 101 ERROR: call_agent not valid - 101|CALLERROR: call_agent error - entry is empty - 101ERROR: call_agent error - no session data - 101SUCCESS: call_agent function sent - 101--------------------------------------------------------------------------------pause_code - DESCRIPTION:set a pause code for an agent that is pausedVALUES:value - pause code to set, must be 6 characters or lessNOTES:this function will not work if the agent is not pausedEXAMPLE URLS:http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=pause_code&value=BREAKRESPONSES:ERROR: no user found - 101ERROR: agent_user is not logged in - 101 ERROR: pause_code not valid - 101|JUMPINGERROR: pause_code error - agent is not paused - 101SUCCESS: pause_code function sent - 101--------------------------------------------------------------------------------Other information:Example MySQL query options for executing API functions(not available for all functions):update ytel_live_agents set external_hangup=1 where user='1000';update ytel_live_agents set external_status='A' where user='1000';CREATE TABLE ytel_api_log (api_id INT(9) UNSIGNED AUTO_INCREMENT PRIMARY KEY NOT NULL,user VARCHAR(20) NOT NULL,api_date DATETIME,api_script VARCHAR(10),function VARCHAR(20) NOT NULL,agent_user VARCHAR(20),value VARCHAR(255),result VARCHAR(10),result_reason VARCHAR(255),source VARCHAR(20),data TEXT,index(api_date));

This Article provides instructions on how to load leads intothe Contact Center Admin Interface. Click Here for an Instructional Video

Step 1: Go to the Data Management Tab

Step 2: Select Data Loader and Upload Files

Step 3:Choose file and upload

Step 4:Click Process

Step 5:Field mapping, duplicate check, and list selection

Step 6: Final Check

If you have any further questions please give our support team a call at 800-382-4913 or email us [email protected].

Please note:--A-- --B--is to be used when Contact Center needs to replace the field with the actual value.

For example, if "John" is defined as the first name and "Doe" as the last name, then--A--first_name--B-- --A--last_name--B--will show up asJohn Doe.

Below is a complete list of the available Contact Center fields to choose from:

--A--lead_id--B----A--vendor_id--B----A--vendor_lead_code--B----A--list_id--B----A--list_name--B----A--list_description--B----A--gmt_offset_now--B----A--phone_code--B----A--phone_number--B----A--title--B----A--first_name--B----A--middle_initial--B----A--last_name--B----A--address1--B----A--address2--B----A--address3--B----A--city--B----A--state--B----A--province--B----A--postal_code--B----A--country_code--B----A--gender--B----A--date_of_birth--B----A--alt_phone--B----A--email--B----A--security_phrase--B----A--comments--B----A--user--B----A--pass--B----A--campaign--B----A--phone_login--B----A--original_phone_login--B----A--phone_pass--B----A--fronter--B----A--closer--B----A--group--B----A--channel_group--B----A--SQLdate--B----A--epoch--B----A--uniqueid--B----A--customer_zap_channel--B----A--customer_server_ip--B----A--server_ip--B----A--SIPexten--B----A--session_id--B----A--phone--B----A--parked_by--B----A--dispo--B----A--dialed_number--B----A--dialed_label--B----A--source_id--B----A--rank--B----A--owner--B----A--camp_script--B----A--in_script--B----A--script_width--B----A--script_height--B----A--fullname--B----A--recording_filename--B----A--recording_id--B----A--user_custom_one--B----A--user_custom_two--B----A--user_custom_three--B----A--user_custom_four--B----A--user_custom_five--B----A--preset_number_a--B----A--preset_number_b--B----A--preset_number_c--B----A--preset_number_d--B----A--preset_number_e--B----A--preset_number_f--B----A--preset_dtmf_a--B----A--preset_dtmf_b--B----A--did_id--B----A--did_extension--B----A--did_pattern--B----A--did_description--B----A--web_vars--B----A--called_since_last_reset--B----A--xfercallid--B----A--agent_log_id--B----A--entry_list_id--B----A--call_id--B----A--user_group--B--

This Article will provide you information on what it is like to receive an Outbound Call Video Step 1:Click on the "Active" button on the left side of the Interface.

When you receive a call the customers information will pop up and display on your "Customer Info" Box.

Step 2:When you are done with the call Click the "Hangup" button in the top right corner.

Step 3: Select your "Disposition" then click "Submit"

The system will then move you back to "Active" so you can continue to receive more outbound calls.

For any questions you may reach us ator by Emailing us at [email protected]

STEP 1:

Log into your my.ytel Portal. Select My Products at the top to the right side of your dashboard.

Outbound Agents vs. Closer Agents

STEP 2:

Click on the "X5"tile

STEP 3:

Click on "Add Seats" under the "Edit your service" section

STEP 4:

Enter the amount of seats that need to be added and then continue through the payment process to complete purchase. Once complete, the account will be charged the appropriate amount and the additional Seats/Licenses will be added to the X5 system.

DONE

Related Articles:

How to Create Users

Adding/removing additional users are handled in the Users > User section of the Ytel Contact Center interface. Each contact center agent should have his or her own unique user login credentials.

When creating users it is important to first have an understanding of the differences between User Accounts and Seats/Licenses as these refer to two separate items within the Contact Center system. One may create as many User Accounts as needed, but the amount of agents that can concurrently log into the Contact Center agent interface is limited by the amount of Seats or Licenses purchased.

When first pulling up the user section, it will display all of the current created user accounts in the Users Listing section. At the top of the screen it will display how many Seats/Licenses purchased and how many (if any) Agents are currently logged into the Contact Center agent interface.

In the image below, there are currently 4 users created, but a maximum of 3 users can log into the agent interface at the same time.

Outbound Agents vs. Closer Agents

Adding additionalUsers (Step by Step guidelines)

STEP 1:

Navigate to the Users > User section by using the menu navigation system to the right of the Contact Center Admin panel.

STEP 2:

Press the Clone icon that can be located at the top right corner of the Users Listing section.

STEP 3:

Enter in the following information;

Agent ID: This can be any numerical value up to 8 characters long. This will be the username the agent uses to log into the Contact Center Agent interface

Password:Enter in a password for the user account

Full Name: Enter the name of the Agent that will be using this user account. This is primarily used for reporting and to help identify/keep track of which agent is using this specific login. If there currently is no agent that will be assigned to this user account then you may type in a place holder name for the time being and modify this information once assigned in the modify section.

Source User: Select the user you wish to clone. (All settings will be copied over from the selected source)

STEP 4:

Press Start Cloning

DONE

Related Articles:

How to Add Additional Seats/Licenses

This Article provides instructions on how to Monitor from the X5 Admin Interface.

Monitor: Listen to agent calls only, no speaking with customer or agent

Barge: Listen with the ability to talk to customer and agent

Monitor and Barge only work on agents that are in a call.Here is a Short Video showing everything you need to know about monitoring calls from the admin side.

Click Here Note: You will need to have the Webphone already installed. If you do not have that installed please see link below. You must also have a mic connected regardless of whether you are using barge or not. https://support.ytel.com/hc/en-us/articles/204226140-Webphone-Setup

Step 1: Go to Dashboard

Step 2:Select Monitor or Barge from the Drop Down.

Enter 90 in the Phone section and hit enter.

Step 3: Click on Listen or Barge then select OK.

You should now be able to listen to the call!

If you have any further questions please give our support team a call at 800-382-4913 or email us [email protected].

Click Here to watch a detailed video on how to start dialing on your simple dial.

This Article provides instructions on how to "Reset the Hopper" on your campaign.Here is a Short Video showing you how this can be done

Click Here Reset Hopper Video

How to Reset the Hopper on Campaign

Step 1: Go to your Campaigns tab

Step 2: Click on the Reset Hopper button

Step 3: Click OK

You will be presented with Campaign has been reset

You have successfully reset your hopper!

If you have any further questions please give our support team a call at 800-382-4913 or email us [email protected].

Google Chrome Users: Webphone Setup - Effective September 1, 2015

These are the webphone setup instructions for users w/ a Google Chrome Browser on and after September 1st.

1. Using your Google Chrome Browser, navigate to your X5 Agent interface and log in.

2. Once logged in you will be prompted to click "Allow"

http://webphone.ytel.com

3. After you click allow it will take less than 10 seconds for browser to take over your microphone and speaker settings. Once successful you will see a red dot in your browser tab, letting you know Chrome is successfully using your microphone.

NOTE: the Allow and Block will only notify you this first time after you select "Allow". If for some reason you need to reset these settings using google chrome copy the link below, place it in your browser, hit enter, then delete the "webrtc.ytel.com" entry.

chrome://settings/contentExceptions#media-stream

4. The New Webphone!

* The green bar next to the phone icon indicates the agent is successfully connected to the system or conference room.

* The Keypad icon expands and contracts the phone keypad

* The mute icon is how you mute the microphone. If the icon is Red your microphone is muted.

***PLEASE FOLLOW THESE STEPS IF YOU ALREADY HAVE THE WEBPHONE SETUP***

Google Chrome / Web Phone Update:

Video of step by step instructions for Google Chrome

Firefox / Web Phone Update:

Please launch the latest Firefox and go to the navigation panel at the upper-right corner (number 1)

Click on Add-ons (number 2)

Go to "Plugins" section and select "Always Activate"

You will see Zoiper webphone below after you successfully installed

***PLEASE FOLLOW THESE STEPS IF YOU DON'THAVE THE WEBPHONE SETUP***

Please send your agents to using Internet Explorer (Not Firefox or Chrome).

Click on "Install" InstallerWeb.cab add-on

Please launch Firefox and go into your X5 Agent Interface and login.

Click on "Allow Access" in Windows Security Alert

Click on "Allow" for Zoiper 2.08 for Windows

Click on "Allow and Remember" to allow Zoiper 2.08 for Windows

Click on "Connect" for Webphone

You have successfully installed the Webphone!

This Article shows how to properly add a number to your Inbound Block List.

Video

Note:This will only block a number from calling Inbound. If you want to block them from the outbound system you will want to add them to your DNC list. You can see this in the article below.

https://support.ytel.com/hc/en-us/articles/204203884-How-to-add-a-number-to-your-Do-Not-Call-List

STEP1: Navigate toInbound > Filter Phone Group > Add-Delete FPG

STEP 2: Type in the Phone Numbers into the "Phone Numbers" box

STEP 3: Click on "Submit". You will see the text "Phone Number Added Successfully!" at the top of your screen

NOTE: If the number is not already in your Inbound Block list you will be presented with the message "Phone Number added Successfully!". However, If the number is already in your Inbound Block list you will see "This phone number is already in the Do Not Call List".

If you have any further questions please give our support team a call at 800-382-4913 or email us [email protected].

This Article will show you how to properly upload audio files to your system.Video-Coming Soon

Note: You will want to make sure your audio file is in .WAV format. If it is not you will need to go to a website called Media.io and convert your file to a .WAV

Step 1: Click on Admin Utilities then Audio

Step 2: Click on Manage Audio

Step 3: Choose File then select your WAV File

Step 4: Click on "Upload"

Once you click "Upload" You should now see "Uploaded Successfully" on the top of your screen.

You should now see your new audio file within the Audio List. You can see this below:

If you have any further questions please give our support team a call at 800-382-4913 or email us [email protected].

Numbers (also known as DIDs) have the ability to be routed to different functions within the X5 Admin (besides the typicalAGENT andPHONE functionality).

In this article, we will focus on how to add anumber to the following routes:

Call Menu (CALLMENU)

Inbound Queue (IN_GROUP)

Voicemail (VOICEMAIL)

Extension (EXTEN)

To apply the desired route/action, go to the following: Inbound > Numbers. The appropriate response would be aNumbers Listingbox (located to the right).

***Please note thatNumbers come from what was ordered/ported over. Numbers come in the form of toll-free (800/888/866/855/etc.) as well as local. If you do not see anyDIDs listed, please contact your Account Manager (or support) to port over any existing number(s) you may want, or go to theMy.Ytel portal to order new numbers.

TheNumbers Listing box is broken into sections. The first column lists all available DID Number(s). Coming from the appropriate entry, chooseModify (which is located to the right).

Coming from the action ofmodifying anumber, you have the ability to associate the following:

DID Description (This is the description of the DID routing entry).

Active(This is the field where you set the DID entry to active or not. Default is set toOn).

DID Route (This is the type of route that you set the DID to use).

In-Group ID (If IN_GROUP is selected as the DID Route, then this is the In-Group that calls will be sent to).

In-Group Call Handle Method (IfIN_GROUP is selected as the DID Route, then this is the call handling method for these calls).

In-Group List ID (IfIN_GROUP is selected as the DID Route, then this is the List ID that leads may be searched through and that leads will be inserted to if necessary).

In-Group Campaign ID (IfIN_GROUP is selected as the DID Route, then this is the Campaign ID that leads may be searched for in if the call handle method is CIDLOOKUPRC).

Filter Inbound Number (This option, if enabled, allows you to filter calls coming into this DID and send them to an alternative action if they match a phone number).

The main focus here is theDID Route because this is what action will be applied when anyone gets connected to the affected number. If a Call Menu has been created, then chooseCALLMENU in the drop-down. If anInbound Queue has been set up, then chooseIN_GROUP (and continue with the extra settings below, if applicable). If aVoicemail message has been set up, then chooseVOICEMAIL. If there's anExtension the call should be routed to, then chooseEXTEN.

Once completed, chooseSave (which is located to the top-right).

Numbers (also known as DIDs) have the ability to be routed to different functions within the X5 Admin (besides the typicalAGENT andPHONE functionality).

In this article, we will focus how to make a number forward to another number.

Go to Inbound > Numbers.The appropriate response would be aNumbers Listingbox (located to the right). How To Add An Inbound Queue

TheNumbers Listing box is broken into sections. The first column lists all available DID Number(s). Coming from the appropriate entry, chooseModify (which is located to the right).

In theDID Route section, chooseEXTEN(for extension), and in theExtension field below, enter "91"+10 digit number).91 is what's set up for outbound dialing, and because the DIDneeds toforward to a different number, this is what will need to be inputted to complete the action.

When completed, chooseSave.

Make sure that theDID Number is set toActive or the desired action will not work. Test to make sure. If still unsuccessful, redo process. Also, if you need any additional assistance, feel free to contact Ytel Support (via email, phone, or by My.Ytel portal).

-------------------------------------------------------------------------------------

Besides that, there is also the ability to set up number forwarding within aninbound queue (under theNo Agents No Queueingoption).

***Please note that in the screenshot above, theDID Route must be set toIN_GROUP, and in theInbound Queues section is where the adjustment will need to be made in regards to No Agents No Queueing.

To set forwarding within inbound queues, go to the following:

Inbound > Inbound Queues

With theInbound Queue Listing window (located to the right), locate the appropriate in-group and chooseModify.

If an in-group has not been set up in this section, please see "."

Scroll halfway down, and in theNo Agents No Queueing section, complete the following:

No Agents No Queueing - Set to "Y" for yes. (If this field is set to Y or NO_PAUSED then no calls will be put into the queue for this in-group).

No Agent No Queue Action - Set toEXTENSION.

Extension - Enter either a 4-digit extension, or a 10-digit number starting with "91"in the prefix for all outbound calls.

When completed chooseSAVE.

Please make sure you already have anInbound Queue already set up within the X5 Admin. If not, then please check the " How To Add An Inbound Queue " article on how to create inbound queues/groups. Also, if the appropriate campaign has not been created yet, then please view the " How To Create A Campaign " article on the options in creating a campaign.

To associate an inbound queue to a campaign, go toCampaigns >Campaign. This is where you'll see theCampaigns Listing box, and within the box is aModify column (which is located to the right). In Modify, you only have 2 options:Edit (which is indicated by a "pencil icon within a square") andDelete (which is indicated by a redXicon). ChooseEdit within the desired campaign.

Each campaign is broken down into sections. Scroll towards the end of the page, and this is where you'll seeInbound and Transfer Queues. The first selection is titledAllowed Inbound Group. (Please note that theIn Group IDsare what's listed). Once the inbound group ID(s) is/are added, chooseSave (which is located at the top-right of the page).

Once successfully associated, you can verify the inbound queueattached to the campaign by doing the following:

On the X5 Admin, inbound queues can be found within the following:Inbound > Inbound Queues. (If you seeInbound Queue Listing to the right, then you have made the appropriate selection).

In theInbound Queue Listingbox, there are several columns listed for each inbound group.Locate theCampaign section and select the bulls-eye looking icon.

If the campaign is listed, then you verified the inbound queue associated successfully. From there, you can modify settings to the campaign.

On the X5 Admin, inbound queues can be found within the following:Inbound > Inbound Queues. (If you seeInbound Queue Listing to the right, then you have made the appropriate selection).

There are 2 ways to create an inbound queue/inbound group: via the Add New Inbound Group button or theClone Inbound Group icon (indicated by 3 different sizes of circles, 2 of which overlap one-another).

When creating a completely brand new inbound queue/group, chooseAdd New Inbound Group. You will then need to complete the following:

Group ID -This is the short name of an inbound group. It must be between 2-20 characters.

Group Name - This is the title of the inbound group. It must be between 2-30 characters.

Group Color- This is the color that display in the agent client app when a call comes in on this group. It must be between 2-7 characters long. (If this is a hex color definition, you must remember to put a # at the beginning of the string).

Active - Choose fromOnorOff. This determines whether this inbound group is available to take calls.

Admin User Group - This is the administrative user group. This allows admin viewing of this in-group restricted by user group.

Web Form - This is the custom address that clicking on the WEB FORM button in the agent screen will take you for calls that come in on this group.

Voicemail - IfDrop Action is set to VOICEMAIL, the callDROP would instead be directed to this voicemail box to hear and leave a message.

Next Agent Call - This determines which agent receives the next call that is available.

Fronter Display - Choose fromOn orOff. This field determines whether the inbound agent would have the fronter name.

Script - This menu allows you to choose the script that will appear on the agents' screens for this campaign.

Get Call Launch - This menu allows you to choose whether you want to auto-launch the web-form page in a separate window.

Once everything is completed, chooseSave.

-----------------------------------------------------------------------------------------------

If there is another inbound group that you will want to copy the settings from, thenClone Inbound Group would be the best option. When selecting this option, please be advised that it's a 2-step process.

For the 1st screen, complete the following:

From Inbound Group ID- Choose from the drop-down list the available listed IDs. (Your new Inbound Group ID will be cloned from this ID).

New Inbound Group ID-This is the short name of an inbound group. It must be between 2-20 characters.

When done, chooseNext.

For the 2nd screen, confirm your entries from the previous screen:

When done, chooseStart Cloning.

You should be redirected to a confirmation window reflecting a successful inbound groupcreation. If so, choose OK. If not, go back to step 1 and adjust accordingly.

Scripts are located in the following:Admin Utilities > Scripts. If viewed successfully, the window to your right should reflect the title "Script Listing."

There are 2 ways to create a script.

Regarding the 1st option - Add New Script:

Step 1:Choose theAdd New Script button, which is located to the right side of theCampaigns Listing title bar.

Step 2:In theAdd Script screen, complete the following:

Script ID- This is the short name of a script. It must be between 2-10 digits.

Script Name - This is the title of a script. It must be between 2-50 characters.

Script Comments - This is where you can place comments for an agent screen script.

Admin User Group - Choose from a drop-down list. This is the administrative user group for this record. This allows admin viewing of this record restricted by user group.

Active - Choose betweenOn orOff. This is where you place the content of an agent screen script.

IfActive/On, then enter the appropriate info within theScript Text. Above the script text box is a drop-down list of inserting fields which will populate real info that pulls from the DB/uploaded campaign/.csv file.For example: Hello <Insert First Name> <Insert Last Name>, my name is <Insert Agent Name> and I'm with "ABC Company."(Feel free to expand/spin the script to what best applies for your company).

IfOff, then the box below will be grayed out.

When completed, chooseSave.

Step 4:When the script is shown, you now have more features to select from to fully customize the script. If you need any further assistance, please contact Ytel Support (via phone/email/my.ytel portal).

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Regarding the 2nd option -Clone ForScript

Step 1:If you want to copy the settings over from an existing script to a new script, choose theClone For Scripticon (indicated by 3 different sizes of circles, 2 of which overlap one-another), which is located to the right side of theScriptListing title bar.(Hint: When you hover over the icon, it should stateClone For Script).

Step 2:A separateClone A Scriptscreen will then pop up, which involves a 2-step process.

For the 1st screen, complete the following:

From Script ID- Choose from the drop-down list the available listed scripts. (Your new script will be cloned from this script).

New Script ID -Only digits must be entered. (This is the short name of the script, must be between 2 to 8 characters in length).

When done, chooseNext.

For the 2nd screen, confirm your entries from the previous screen:

When done, chooseStart Cloning.

Step 3:You should be redirected to a confirmation window reflecting a successful script creation. If so, choose OK. If not, go back to step 1 and adjust accordingly.

Step 4:When the script is shown, you now have more features to select from to fully customize the script. If you need any further assistance, please contact Ytel Support (via phone/email/my.ytel portal).

This Article will show you how to properly add Call Transfer Presets to your X5 system.

Video

Step 1: Click on Campaigns/Click on Call Transfer Presets

Step 2: Click on the "+" icon next to your Campaign

Step 3: Type in the Transfer Preset information/Click the "+" icon to Save

You should now see your new Call Transfer Preset in the list of Presets

By Logging back into the Agent Interface you will now see the new Transfer Preset

If you have any further questions please give our support team a call at 800-382-4913 or email us [email protected].

Pause after Dispo

In order to pause after dispositioning.

Select the Disposition.

Flip the Pause Dialing Switch to On.

Select Submit.

Now you are automatically paused after your call.

Thank you,

Ytel Support

System Lead and List Limitations

< 2 Million Leads

It is important to note that the system runs optimal when there is less than 2 million leads total in the database. Remember Ytel Cloud Contact Center is not a lead storage bank where leads are stored indefinitely. This can lead to an ever increasing database size and will lead to problems at some undetermined time. The reason to have a trim database with under 2 million records is the system relies heavily on the database for everyday instant operation and when certain tables hit maximum threshold it can slow down the database response, creating real time problems for Call Center operations.

< 150 Lists

The next important limitation is to have less than 150 lists total in the system at any one time. This includes both Active and Inactive lists. The reason for this is there are certain pages and operations that run queries for each list and when their are over 150 lists the number of queries running at that specific moment can reach a maximum threshold and can slow down the system operation.

< 100,000 leads in a list

The last important limitation is having less than 100,000 leads in any single list. Again there are certain queries that run on a list and if the number of records in the list is under 100,000 the query(s) will be more efficient. Also, when exporting data out of the list, you typicallywon'tbe able to export and download a record count above 100,000 due to webserver limitations. Last, there are certain reports that will run better when lists are under this threshold. Therefore, it is important to keep lists under this threshold.

If you are already above any of these thresholds please contact Ytel Support and we will be able to assist you with some data management options. Options may include, removing unused lists, removing old data, removing the number of lists, combining lists, consulting on an external archive database, etc.

Again the limitations suggested for optimal data management are:

Have less than 2 million leads TOTAL in system

Have less than 150 lists TOTAL in system

Have less than 100,000 records in a single list

This Article provides instructions on how to transfer to both an outside number as well as internally within your Ytel system.Here is a Short Video showing everything you need to know about Transferring. Click Here

Transfer to an Outside NumberStep 1: Click on the Transfer Button.Step 2: Type in the Number you are wanting to Transfer to within the Transfer Number box.

Step 3: Make Sure that Internal Transfer is Off and select your Transfer type at the Bottom.

Transfer TypesBlind Transfer: Hangs up on Agent end and sends the Lead straight to wherever you are transferring to.Dial With Customer: Both you and the lead will be on the line while calling the transfer line. Customer will be able to hear the ring.Park Customer Dial: Puts the Lead on hold so you can speak with the person you are transferring to first then when you are ready you can bring everybody together. Note: To bring the party together you will want to click the flashing "hold" buttonCall FunctionsLeave 3-way call: This will end the call only for you and leave both the Lead and the person you Transferred to still on the line.Hangup Xfer line:This will hangup on the Person you Transferred to and will leave you and the lead on the line.Hangup both lines: This will hangup both sides and completely disconnect the call.Transfer Internally Agent to AgentStep 1:Click on the Transfer Button.Step 2:Select the Correct Ingroup you wish to Transfer to.If you areNOT transferring to a specific Agent skip to Step 4Step 3: Type in the Agent ID you want to Transfer to within the Transfer Number Section.

Step 4: Make Sure that Internal Transfer is ON and select your Transfer type at the Bottom.

If you have any further questions please give our support team a call at 800-382-4913 or email us [email protected].

This Article provides instructions on how to add Campaign StatusesHere is a Short Video showing you how this can be done

Click Here Campaign Status Video

How to add Campaign statuses

Step 1: Click on your Campaigns tab, then click on Campaign Statuses

Step 2: Click on Modify

Step 3: Fill out the Status and Description for your new Disposition

Abbreviations you should know for Step 4:

Status: Abbreviation for your Disposition that will appear on reports.

Description: Full Description of your Status that your Agent will see upon entering the Disposition Screen.

Selectable: This is what Determines whether or not your Agent can select/See the status upon entering the Disposition Screen.

Human Answer: Setting to Y will use this status when counting the human-answered calls.

Sale: Setting to Y will include this status when calculating total sales.

DNC: Indicates that this Status should not be called again/Status will be included in the calculations of the DNC totals.

Customer Contact: Indicates that the call was answered by a person, and will be included when calculating total human answered calls.

Not Interested: Indicates that the status should not be called again, but is not included on any DNC lists.

Unworkable: Indicates that the lead is not viable, regardless of whether the customer was interested or not.

Callback: Setting to Y will pop up a Calender for your Agent to set a Callback.

Completed: Indicates that the Lead is done but does not fall under DNC, Not Interested or Unworkable.

Step 4:Select Y or N for the rest of the Fields, then click the + icon

You will now see your new Campaign Status. Your Agents will need to log out and back in to be able to see the new status.

To copy the Custom Statuses from one campaign to another:Step 1: Click on the Bubble icon in the top right cornerStep 2: Highlight the campaigns you want to clone to then click submit

If you have any further questions please give our support team a call at 800-382-4913 or email us [email protected].

This article is dedicated to sharing important performance boosting tips for your Ytel Cloud Contact Center. Keep in mind every system configuration may not be the same as business models vary throughout the call center spectrum, however these are a few helpful items that will dial in your performance.

Number of agents to increase efficiency

The amount of agents logged into the system can believe it or not increase or decrease the effectiveness of the contact center's outbound dialing campaign.

One way to gauge the success of an outbound dialing campaign is the time an agent waits between calls. Lets face it, a company doesn't hit their goals while an agent is waiting for a call. The more time an agent is on the phone the company is one step closer to hitting their goal, sale, etc. The best way to decrease the wait time between calls is to maximize the dialing algorithms programmed in a campaign. The way to do that is have at least 15 agents logged in per outbound campaign. Having this as a campaign agent minimum will do the following:

1. Allows the dialing algorithms to operate efficiently. Effectively taking into account drop percentages, agent wait time averages, etc. for any of the Adapt dialing methods.

2. Allows for efficient line pooling. Line pooling is an important aspect of outbound dialing campaigns and creates a team functionality when distributing calls to agents. It is important to note that the system dials outbound for a campaign and is influenced by the number of agents. It does not dial outbound for the agent(s) specifically. Therefore, when the system dials out and contacts answer the phone the calls will be distributed to the agents typically by the longest agent wait time. (other options exist as well). Basically, line pooling allows for answered calls to be distributed to available agents in a campaign regardless of if the system used that agent in the determination of the number of lines to dial in the first place. Meaning calls will not be lost if their is an available agent in the campaign to take the call.

System Lead and List Limitations

It is important to note that the system runs optimal when there is less than 2 million leads total in the database. Remember Ytel Cloud Contact Center is not a lead storage bank where leads are stored indefinitely. This can lead to an ever increasing database size and will lead to problems at some undetermined time. The reason to have a trim database with under 2 million records is the system relies heavily on the database for everyday instant operation and when certain tables hit maximum threshold it can slow down the database response, creating real time problems for Call Center operations.

The next important limitation is to have less than 150 lists total in the system at any one time. This includes both Active and Inactive lists. The reason for this is there are certain pages and operations that run queries for each list and when their are over 150 lists the number of queries running at that specific moment can reach a maximum threshold and can slow down the system operation.

The last important limitation is having less than 100,000 leads in any single list. Again there are certain queries that run on a list and if the number of records in the list is under 100,000 the query(s) will be more efficient. Also, when exporting data out of the list, you typicallywon'tbe able to export and download a record count above 100,000 due to webserver limitations. Last, there are certain reports that will run better when lists are under this threshold. Therefore, it is important to keep lists under this threshold.

If you are already above any of these thresholds please contact Ytel Support and we will be able to assist you with some data management options. Options may include, removing unused lists, removing old data, removing the number of lists, combining lists, consulting on an external archive database, etc.

Again the limitations suggested for optimal data management are:

Have less than 2 million leads TOTAL in system

Have less than 150 lists TOTAL in system

Have less than 100,000 records in a single list

De-Duping New Leads on Upload

It is important to check for duplicates when uploading new leads. Depending on the business strategy it is more efficient to not waste the dialer/agent time on calling leads that have already been spoken to. If there are multiple vertices/companies on one system this can change the strategy. When uploading leads to Cloud Contact Center there are the options to Check for duplicates in List (Recommended to Always use), Check for duplicates in Campaign Lists (Recommended if their are different business vertical in the system), and Check for duplicates system wide (Recommended if same business vertical in whole system). The important take away here is to not waste dialing time and agent time on leads that have already been worked if it can be avoided.

Hopper Optimization

The hopper is a holding queue for leads that are in line to be dialed. Leads are copied from lists and added to the hopper to be dialed. Once a list is dialed it will no longer be in the hopper, then the status is changed and reflected in the appropriate list. NOTE: the rule of thumb for the hopper is the hopper size should be around the same amount of calls your campaign will dial through in a minute.

For example: 20 agents dialing at about a 5:1 ratio. This means about 100 calls every 30 seconds or 200 calls in a minute. The hopper size should be 200.

NOTE: The hopper is set to reload every minute so you don't want the hopper to empty before it is set to reload if the dialing speed ratio is greater than the hopper level.

Dial Timeout

Setting the appropriate campaign dial time out setting is very important. This is already hard coded in our X5 version but can be modified upon request to support. Dial timeout is the amount of time you want the system to wait on a ringing call before it gives up. This is a delicate setting that can directly influence the Agent wait time. We recommend having the dial timeout set at anywhere from 32 to 36 seconds. The theory is if a customer doesn't answer sooner than 30 seconds the chances of a human answer after 30 seconds greatly depreciates. If the setting is set to high (say 50 seconds) you are in essence wasting dialing time on a call that is most likely going to be a No Answer or Answering Machine. If this setting is set to low (say 20 seconds) you might not be giving contacts enough time to answer the phone. It is a fine line.

High percentage of NA Status = you may want to increase the dial time

High percentage of AA Status = you may want to decrease the dial time

NOTE: Adjusting the dial time can adversly effect the time your agent waits between calls and should only be adjusted in small increments so you can monitor performance.

NOTE: Answering machine detection is an important factor in this setting. If AMD is turned off and the goal is to leave messages on answering machines you may increase this setting to around 60 seconds. Please expect long wait times between calls though for your agents.

Dialable Statuses Review

It is important to fully grasp the concept of dialable statuses in a campaign. When a lead is uploaded to the system it automatically gets the status of NEW. As soon as the system attempts to call a lead it receives a new status. Once either the Agent or the System disposistions the call it receives a new status (ex. AA, Sale, NI, NA). The Dialable Statuses Section in the campaign is the place you select which statuses you would like to authorize the system to dial when a list is reset, or lead recycle rules are set up. Remember, NEW will always be a dialable status because you always want to dial new leads. This is basically for the other statuses you wish to include and based on dialing rules in other sections, dial those leads.

NOTE: We have set up default Dialable Statuses when a new campaign is created. You may however alter or deviate from those statuses, but be cautioned this can have adverse effects on the performance of your system if not managed properly.

Lead Order

(coming soon)

Enabling Inbound

If done properly, enabling inbound on a system where the agents answer the calls can increase a company's goal by 30%. Goals meaning: Sales, Transfers, Leads, appointments, applications, etc.

Customers will often call back a missed call or the caller id they see on their voicemail, so it is important to have agents that can field these calls. You have the option to send calls directly to a specific agent(s) via a queue or you can filter the calls to a call menu first then send them to an agent queue. In either case it is important to have an agent script in place for the inbound call so the agent can adequately handle the Inbound call (vs. an outbound call greeting).

Again previous Ytel studies have concluded a 30% increase in hitting the companies goals.

AC-CID

Areacode Caller ID is a very important feature in optimizing performance and can increase the human answer percentage on an outbound dialing campaign dramatically. A DID must be purchased for each areacode in this setting and must route back to the system. (See previous section for Inbound performance increases). The way it works is for a specific areacode you can specify which of your DIDs you wish to display as the caller id. The reason the human answer rate increases is a person is much more likely to answer if they have a phone number of 949-XXX-XXXX and you call them from the same area code or a near by areacode. We offer two packages currently... one DID per state or one DID per area code. Ask your sales rep for details.

Active vs. Pause

Hello,

The differences between active and pause are such.

When active, you are set to take calls whenever a lead is reached.

If you are a closer, you will recieve calls when a customer calls in to your active In Group.

While on Pause, you will not receive any calls.

Thank you,

Ytel Support

This Article provides you with the instructions you need to login to your X5 Agent Interface. Video Step 1:Get your Login information from your Admin! Ytel will not be able to provide you this information.Step 2:Go to the Webaddress that your Admin has provided you EX: www.Companyname.ytel.com/x5

You will be presented with this login screen. 800-382-4913

Step 4: Type in the login information that your Admin provided you in "Step 1". Click on "Get Campaign"

Step 5:Select the Campaign that your Admin wants you to login.

Step 6: Click on "Sign in"

You will then be presented with "Building Interface Just For You" and within a few seconds the Agent Interface will appear.

If you are presented with the picture above then you are now logged into the Agent Interface.For any questions or concernsyou can reach us ator by Emailing us at [email protected]

This Article will provide you Step by Step instructions on how to perform a Manual dial. Video Step 1:Make Sure you are Paused

Step 2:Click on "Tools" then "M Dial"("M Dial" stands for Manual Dial)

Step 3:Type in the Phone Number you wish to Manual Dial. Then click the "Blue Phone Icon"

Once you click the Phone Icon the system will start to dial the number. Your Screen will then change to the Normal Agent Interface with all of the Leads information.

If you are presented with the picture above then you have successfully made a Manual Dial.For any questions or concernsyou can reach us ator by Emailing us at [email protected]

This Article shows how to properly add a number to your DNC list through the Admin Interface.

Video

Note:This will only block a number from your Outbound dialing system. If you want to block them from calling Inbound you will want to add them to your Inbound Block List. You can see this in the Article below.

https://support.ytel.com/hc/en-us/articles/204385910-How-to-add-a-number-to-your-Inbound-Block-List

Step 1: Click on the AdminUtilities

Step 2: Type the Phone Numbers into the "Phone Numbers" box.

Step 3: Click on "Submit"

If the number is not already in your DNC list you will be presented with the message "Phone Number Added Successfully!". However, If the number is already in your DNC list you will see "This phone number is already in the Do Not Call List".You can see this below:

If you have any further questions please give our support team a call at 800-382-4913 or email us [email protected].

This Article will show you how to properly add new Pause Codes to your x5 system.

Video

Step 1: Click on Campaigns/Pause Codes

Step 2: Click the Modify Icon next to your Campaign

Note: If you have multiple Campaigns you can Click the "Bubble" icon at the top right and clone your Pause Codes from one Campaign to another

Step 3: Type in the New Pause Code information/Click the "+" icon to Save

You should now see your new Pause Code in the list of Pause codes.

By Logging back into the Agent Interface you will now see the new Pause Code.

If you have any further questions please give our support team a call at 800-382-4913 or email us [email protected].

Campaigns are located in the following: Campaigns > Campaign. If viewed successfully, the window to your right should reflect the title "Campaigns Listing."

There are 2 ways to create a campaign.

Regarding the 1st option - Campaign Wizard:

Step 1:Choose theCampaign Wizard icon (indicated by 4 little squares that form a single larger square), which is located to the right side of theCampaigns Listing title bar.(Hint: When you hover over the icon, it should stateCampaign Wizard).

Step 2:A separateCampaign Wizardscreen will then pop up, which involves a 3-step process.

For the 1st screen, complete the following:

Campaign Type - You have the options of eitherOutboundorInbound. (This is where you can set whether the users of this campaign will have the option to take inbound calls with this campaign).**Please note: IfInbound is chosen, the wizard transforms to a 2-step process instead, with the 2nd screen requesting to select from the following drop-down options:Campaign Recording/Script/My Callback/Agent Pause Code.

Campaign ID - Only digits must be entered. (This is the short name of the campaign, must be between 2 to 8 characters in length).

Campaign Name* - What do you want the campaign titled. (This is the description of the campaign. It must be between 6 and 40 characters in length).

Campaign Caller ID* - What DID/phone number do you want to appear when campaign makes outgoing calls (This field allows for the sending of a custom Caller ID number on the outgoing calls).

When done, chooseNext.

For the 2nd screen, complete the following:

Auto Dial Level*- Select from the number of calls will be dialed out for whenever each agent becomes available; ratio of calls per agent. (This is where you set how many lines the system should use per active agent. Zero 0 means auto dialing is off and the agents will click to dial each number).

Local Call Time - Set the hours for when the dialer calls out. You have default selections (such as business-to-business, or business-to-residential), as well as can set up custom hours. (This is where you set during which hours you would like to dial, as determined by the local time in the area in which you are calling).

Answering Machine Detection - ChooseYes orNo. (This field is for entering the prompt to play when the agent gets an answering machine and clicks on the Answering Machine Message button in the transfer conference frame).

When done, chooseNext.

For the 3rd screen, complete the following:

Campaign Recording - Choose fromNEVER,ONDEMAND,ALLCALLS,ALLFORCE. We recommend ALLFORCE. (This menu allows you to choose what level of recording is allowed on this campaign).

Script - If a script has already been created, (This menu allows you to choose the script that will appear on the agent's screen for this campaign. Select NONE to show no script for this campaign).

My Callback - Choose fromAgentorSystem. This is for what the system must do when a callback is initiated specifically for this campaign. (This option allows an agent to disposition a call as CALLBK and choose the date and time at which the lead will be reactivated).

Agent Pause Code - Choose fromYes,No, orFORCE. When an agent goes on PAUSE (and not be on an active call), do you want to know why the user is not on a call?

When done (and everything else looks good), chooseFinish.

Step 3:You should be redirected to a confirmation window reflecting a successful campaign creation. If so, chooseShow Campaign. If not, go back to the wizard and adjust accordingly.

Step 4:When the campaign is shown, you now have more features to select from to fully customize the campaign. If you need any further assistance, please contact Ytel Support (via phone/email/my.ytel portal).

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Regarding the 2nd option -Clone For Campaign

Step 1:If you want to copy the settings over from an existing campaign to a new campaign, choose theClone For Campaignicon (indicated by 3 different sizes of circles, 2 of which overlap one-another), which is located to the right side of theCampaigns Listing title bar.(Hint: When you hover over the icon, it should stateClone For Campaign).

Step 2:A separateClone A Campaignscreen will then pop up, which involves a 2-step process.

For the 1st screen, complete the following:

From Campaign ID- Choose from the drop-down list the available listed campaigns. (Your new campaign will be cloned from this campaign).

New Campaign ID -Only digits must be entered. (This is the short name of the campaign, must be between 2 to 8 characters in length).

When done, chooseNext.

For the 2nd screen, confirm your entries from the previous screen:

When done, chooseStart Cloning.

Step 3:You should be redirected to a confirmation window reflecting a successful campaign creation. If so, choose OK. If not, go back to step 1 and adjust accordingly.

Step 4:When the campaign is shown, you now have more features to select from to fully customize the campaign. If you need any further assistance, please contact Ytel Support (via phone/email/my.ytel portal).

This Article shows how to properly add a new Call Time on your system. Video

Step 1: Click on Admin Utilities/Click on Call Time

Step 2: Click on Add New Call Time

Step 3: Type in the Call time ID and Name/Click on Save

Step 4: Click on the Modify button next to your newCall Time

Step 5: Type in your Default Start/Stop Time/Click Save

Note:This is set within Military time as well as goes by System time for inbound calls. By default your system is set within PST time unless you have requested differently.

You should now be able to see your new Call Time when you go to select it within your Campaign. Example Picture below:

If you have any further questions please give our support team a call at 800-382-4913 or email us [email protected].

First download a Softphone app

Be sure to enable notifications, microphone, and speaker permissions.

Once Your Softphone apphas been installed create a "generic SIP" account

Once your account is created, you will need to fill in your monitor user credentials

The black and red boxes will be replaced with your user credentials.

Please note: if you do not have your monitor credentials you can call into our support at 800 382 4913 x1 and they will assist you.

Click Here for a video on how to create a campaign and upload data.

Click Here for a video on recycling your leads.

As an X5 customer, Ytel offers the option of having the recordings hosted on a Google storage platform. By utilizing this option, you will have access to the recordings via the X5 admin interface for a year (and even longer) once we establish storage parameters.

Please note that as of current, there isno charge to take advantage of this feature. If interested, please send a request to support (by emailing [email protected], generating a ticket via the My.Ytel web portal, or by calling our support team at 800.382.4913, option 1).

Afterwards, there's nothing else needed from you. We'll let you know when the conversion completes, and coming from what to expect, the recording links will update fromhttp://recordings.ytel.com/...tohttp://storage.googleapis.com.

Coming from where you would access the recordings within X5 admin, everything still resides in the same locations. Whether you're pulling a single recording (such as theUser Stats report or whenever searching for a lead under theData Search option), or if you'll want to pull multiple/all call recordings based on date range (such as theExport Calls Report), at that point you can pull the recordings at your convenience and since its hosted under Google, the recordings can be accessed indefinitely (longer than the standard 90 days).

Click Here for a video of how to change agent login information.

Please e-mail [email protected] to inquire about a trial.

We have full API documentation available to BETA testers.

Web forms are where you can set the custom web page that will be accessed. In thescriptbox, you can enter the following (to have alink appear in the agent interface, allowing the agents to select the hyperlink and be directed to the appropriate webpage):

<a href="http://www.google.com" target="_blank" class="btn btn-default">Click Me!</a>

(Please note that "http://www.google.com" is where you will enterthe proper URL of the page being accessed, followed by Ytel field values which will transfer the appropriate information from X5/Ytel to the desired URL web form pop).

In the X5 Admin, if you decide to utilize an AGI script for customers not interested or requesting to opt-out within your call menu, the information below should help in clarifying the parameters.

The following are the script details in the beginning of an AGI script:

# Flag Options:# 1 - run asDNC status orNI status (Default=NI)# 2 - default to insert into the vicidial_dnc table for DNC selections (Default=Yes)# 3 - campaign to take dnc settings from(overrides option 2)# 4 - call menu option to send the call to after executing (Default=B)# 5 - if option 3 is used, search for lead in campaign lists or whole system (CAMP orSYS) (Default=SYS)## example of what to put in the AGI entry for a Call Menu AGI route:# cm_dnc.agi,DNC---YES---TESTCAMP---B---CAMP

For example, if you want to set up option "3" within a call menu for a customer to opt-out, try the following within your Call Menu (Inbound > Call Menu > Call Menu options):cm_dnc.agi,DNC---YES---(CAMPAIGNID)---C---CAMP

*Please note that (CAMPAIGNID) is the actual ID of the campaign you want to use.

The delimiter used is ---. Therefore, be careful with the -- delimiter.

These URLs must be active and working in order to function correctly.

For example, if the Start Call URL does not work (times out) then the agent interface will wait to populate the customer data.

Start Call URL:Dispo Call URL:No Agent Call URL:

Start Call URL - This web URL address is not seen by the agent, but it is called every time a call is sent to an agent if it is populated. Uses the same variables as the web form fields and scripts. This URL can NOT be a relative path. The Start URL does not work for Manual dial calls. Default is blank.

Dispo Call URL - This web URL address is not seen by the agent, but it is called every time a call is dispositioned by an agent if it is populated. Uses the same variables as the web form fields and scripts. dispo and talk_time are the variables you can use to retrieve the agent-defined disposition for the call and the actual talk time in seconds of the call. This URL can NOT be a relative path. Default is blank.

No Agent Call URL - This web URL address is not seen by the agent, but if it is populated it is called every time a call that is not handled by an agent is hung up or transferred. Uses the same variables as the web form fields and scripts. dispo can be used to retrieve the system-defined disposition for the call. This URL can NOT be a relative path. Default is blank.