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DOCUMENTATION
OSDial User Guide, 160 pages.
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Introduction 1
Dialer Basics 2
Minimum Steps To Get Started 5
Chapter One
OSDial Community Version Installation 9
Obtaining OSDial DVD or .iso image 9
Installing OSDial 12
Special requirement 14
Choosing static or dynamic IP address 14
Configure network 15
Company name 16
Changing password. 17
System update. 18
Login to OSDial. 19
Chapter Two
Initial Configuration and Dialing 21
Carrier Configuration 21
Password Authentication 22
IP Address Authentication 22
Registration 22
Dialplan 22
Carrier with IP Authentication 24
Adding DID for inbound calls 24
Search Campaign 25
Configuring Phones 26
Adding music on hold (MOH) 27
Chapter Three
Agents and User Groups 29
Agent Configuration 29
Agent Stats, Status & Time 32
Copy Agents 33
User Groups 35
Personal greetings for agent voicemail 36
Chapter Four
Leads and Lists 37
Lead Search Export 38
Import Leads 39
Export Leads 41
Lead Recycling 41
Chapter Five
Scripts 43
Chapter Six
Campaigns 45
Modify 45
Call Times 48
Auto Alt Dial 49
Hot Keys 50
Lead Recycling 51
Pause Codes 53
Additional Form Fields 54
Transfers & In-Groups 55
Area code mapping 56
Auto Dial Answer 57
IVR / Press One 57
List mix 60
Chapter Seven
Reports 63
Past Reports 63
Real Time Reports 64
Listen To A Call With SIP Phone 65
Chapter Eight
System Setup 67
System Settings 67
Carriers 67
Servers 67
External Do Not Call 67
Phones 68
Conferences 68
Call Times 68
Media (Moved to Templates) 68
System Statuses 68
Chapter Nine
Filters, Custom Lead Selection using 71
Chapter Ten
API 73
Accessing the API via Command-Line 73
Compatibility 74
API Function List 75
API Function Reference 77
General Structure 77
Top-Level-Node Attributes 77
Parameter Container 77
add_campaign - Mode: admin 79
Parameters 79
Examples and Results 81
add_lead - Mode: admin 83
Parameters 83
Examples and Results 86
add_list - Mode: admin 89
Parameters 89
Examples and Results 90
delete_campaign - Mode: admin 91
Parameters 91
Examples and Results 91
delete_lead - Mode: admin 93
Parameters 93
Examples and Results 93
delete_list - Mode: admin 95
Parameters 95
Examples and Results 95
get_campaign - Mode: admin 97
Parameters 97
Examples and Results 97
get_lead - Mode: admin 99
Parameters 99
Examples and Results 99
get_list - Mode: admin 101
Parameters 101
Examples and Results 101
list_campaigns - Mode: admin 103
Examples and Results 103
list_usergroups - Mode: admin 105
Examples and Results 105
update_campaign - Mode: admin 107
Parameters 107
Examples and Results 109
update_lead - Mode: admin 111
Parameters 111
Examples and Results 113
update_list - Mode: admin 115
Parameters 115
Examples and Results 116
version - Mode: admin / agent 117
Examples and Results 117
vmail_check - Mode: admin / agent 119
Parameters 119
Examples and Results 119
Dialer Basics 2
Minimum Steps To Get Started 5
Chapter One
OSDial Community Version Installation 9
Obtaining OSDial DVD or .iso image 9
Installing OSDial 12
Special requirement 14
Choosing static or dynamic IP address 14
Configure network 15
Company name 16
Changing password. 17
System update. 18
Login to OSDial. 19
Chapter Two
Initial Configuration and Dialing 21
Carrier Configuration 21
Password Authentication 22
IP Address Authentication 22
Registration 22
Dialplan 22
Carrier with IP Authentication 24
Adding DID for inbound calls 24
Search Campaign 25
Configuring Phones 26
Adding music on hold (MOH) 27
Chapter Three
Agents and User Groups 29
Agent Configuration 29
Agent Stats, Status & Time 32
Copy Agents 33
User Groups 35
Personal greetings for agent voicemail 36
Chapter Four
Leads and Lists 37
Lead Search Export 38
Import Leads 39
Export Leads 41
Lead Recycling 41
Chapter Five
Scripts 43
Chapter Six
Campaigns 45
Modify 45
Call Times 48
Auto Alt Dial 49
Hot Keys 50
Lead Recycling 51
Pause Codes 53
Additional Form Fields 54
Transfers & In-Groups 55
Area code mapping 56
Auto Dial Answer 57
IVR / Press One 57
List mix 60
Chapter Seven
Reports 63
Past Reports 63
Real Time Reports 64
Listen To A Call With SIP Phone 65
Chapter Eight
System Setup 67
System Settings 67
Carriers 67
Servers 67
External Do Not Call 67
Phones 68
Conferences 68
Call Times 68
Media (Moved to Templates) 68
System Statuses 68
Chapter Nine
Filters, Custom Lead Selection using 71
Chapter Ten
API 73
Accessing the API via Command-Line 73
Compatibility 74
API Function List 75
API Function Reference 77
General Structure 77
Top-Level-Node Attributes 77
Parameter Container 77
add_campaign - Mode: admin 79
Parameters 79
Examples and Results 81
add_lead - Mode: admin 83
Parameters 83
Examples and Results 86
add_list - Mode: admin 89
Parameters 89
Examples and Results 90
delete_campaign - Mode: admin 91
Parameters 91
Examples and Results 91
delete_lead - Mode: admin 93
Parameters 93
Examples and Results 93
delete_list - Mode: admin 95
Parameters 95
Examples and Results 95
get_campaign - Mode: admin 97
Parameters 97
Examples and Results 97
get_lead - Mode: admin 99
Parameters 99
Examples and Results 99
get_list - Mode: admin 101
Parameters 101
Examples and Results 101
list_campaigns - Mode: admin 103
Examples and Results 103
list_usergroups - Mode: admin 105
Examples and Results 105
update_campaign - Mode: admin 107
Parameters 107
Examples and Results 109
update_lead - Mode: admin 111
Parameters 111
Examples and Results 113
update_list - Mode: admin 115
Parameters 115
Examples and Results 116
version - Mode: admin / agent 117
Examples and Results 117
vmail_check - Mode: admin / agent 119
Parameters 119
Examples and Results 119
Chapter Eleven
Commercial Add-On 121
Appendix Carriers 123
Appendix Leads 125
Appendix Phones 127
External Phone 128
Internal Phone 128
Frequently Asked Questions 129
Planning a new dialer set up 131
Servers, how many are are needed? 131
Support, initial set up for remote support 131
Server requirements, what are they? 132
Softphone, what should I use? 133
Installing/Updating OSDial Issues 135
Kickstarter reports a problem on install and stops 135
kexec, recover when yum update hangs 135
Install issues 135
Login Issues 137
Admin cannot login 137
Agents login to a white screen 137
Remote agents can't login 137
Phone and Audio Issues 139
eyeBeam disconnects after 30 seconds 139
Xlite / eyeBeam instant messaging does not work 139
Phone Does Not Ring on Login 139
Recordings are missing 139
Agent Issues 141
Agent does not receive inbound calls or transfers 141
Agent losing calls and information in the middle of calls 141
Additional form fields does not show up after transfer 142
Agent Phone Connection Issues 142
Agent Phone Missing On Real Time Summary Report 142
Agents Are Sharing Conference Channels 142
Agents Get Paused Automatically 142
Customers Can't Hear Agents 143
Fronter To Closer Transfers Don't Work 143
How To Do Agent 2 Agent Transfers 143
IVR Calls Are Not Transferred 143
No Call Backs 143
Voice Mail, Media & Messages in OSDial 144
Prerecorded Messages 145
Using Voicemail in an In-Group 145
Recording new Media 145
Manually Replacing Voicemail Prompts 145
Prevent Agent From Calling Other Agents 146
Prevent Agent From Calling Out Directly 146
Lists And Leads Issues 147
Cannot Import Leads Into Additional Form Fields 147
Cannot Load Leads 147
Exporting Credit Card / Additional Forms 147
Leads Are Not Going Into The Hopper 147
List Is Accidentally Deleted 148
No Leads in Hopper 148
Dialing Issues 149
Call Times Not Working 149
Calling Wrong Time Zone 149
Calls Failing Within 20 Secs 149
Cannot Change Dial Level 149
Closer Campaign Dropping Calls 149
Dialer Does Not Start Dialing 149
Dialer Stopped Dialing 150
DNC Is Not Working 150
High Drop Percentage 150
If Trunk Short Is Never Shows Zero 150
Is The Problem With OSDial Or With The Carrier? 150
No Live Calls 151
Outbound Calls Are Not Working 151
Slow Dialing 151
Too Many Answering Machines 151
Wrong CallerID 151
Administrator Issues 153
Agent Status Not Showing On Real Time Report Screen 153
Cannot Monitor Calls 153
How To Keep Agents Busy While Managing Leads 153
Wrong Number Of Agents Shown 153
Glossary 155
Alphabetical Index 157
Commercial Add-On 121
Appendix Carriers 123
Appendix Leads 125
Appendix Phones 127
External Phone 128
Internal Phone 128
Frequently Asked Questions 129
Planning a new dialer set up 131
Servers, how many are are needed? 131
Support, initial set up for remote support 131
Server requirements, what are they? 132
Softphone, what should I use? 133
Installing/Updating OSDial Issues 135
Kickstarter reports a problem on install and stops 135
kexec, recover when yum update hangs 135
Install issues 135
Login Issues 137
Admin cannot login 137
Agents login to a white screen 137
Remote agents can't login 137
Phone and Audio Issues 139
eyeBeam disconnects after 30 seconds 139
Xlite / eyeBeam instant messaging does not work 139
Phone Does Not Ring on Login 139
Recordings are missing 139
Agent Issues 141
Agent does not receive inbound calls or transfers 141
Agent losing calls and information in the middle of calls 141
Additional form fields does not show up after transfer 142
Agent Phone Connection Issues 142
Agent Phone Missing On Real Time Summary Report 142
Agents Are Sharing Conference Channels 142
Agents Get Paused Automatically 142
Customers Can't Hear Agents 143
Fronter To Closer Transfers Don't Work 143
How To Do Agent 2 Agent Transfers 143
IVR Calls Are Not Transferred 143
No Call Backs 143
Voice Mail, Media & Messages in OSDial 144
Prerecorded Messages 145
Using Voicemail in an In-Group 145
Recording new Media 145
Manually Replacing Voicemail Prompts 145
Prevent Agent From Calling Other Agents 146
Prevent Agent From Calling Out Directly 146
Lists And Leads Issues 147
Cannot Import Leads Into Additional Form Fields 147
Cannot Load Leads 147
Exporting Credit Card / Additional Forms 147
Leads Are Not Going Into The Hopper 147
List Is Accidentally Deleted 148
No Leads in Hopper 148
Dialing Issues 149
Call Times Not Working 149
Calling Wrong Time Zone 149
Calls Failing Within 20 Secs 149
Cannot Change Dial Level 149
Closer Campaign Dropping Calls 149
Dialer Does Not Start Dialing 149
Dialer Stopped Dialing 150
DNC Is Not Working 150
High Drop Percentage 150
If Trunk Short Is Never Shows Zero 150
Is The Problem With OSDial Or With The Carrier? 150
No Live Calls 151
Outbound Calls Are Not Working 151
Slow Dialing 151
Too Many Answering Machines 151
Wrong CallerID 151
Administrator Issues 153
Agent Status Not Showing On Real Time Report Screen 153
Cannot Monitor Calls 153
How To Keep Agents Busy While Managing Leads 153
Wrong Number Of Agents Shown 153
Glossary 155
Alphabetical Index 157
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