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

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