System Tab

overview the system tab is your primary configuration area it contains options for setting up the foundational elements of your ameyo instance this menu contains the following two options click the links to know more about them system configuration this is the most critical section for initial setup, divided into four main tabs process, settings, table, and qa parameters app manager if app manager (app configuration) is not enabled in the backend, only "system configuration" option will be visible and accessible if this is enabled, then the following drop down menu will be visible please refer to "app configuration" document to know more about the same system configuration this is the most critical section for initial setup, divided into four main tabs process, settings, table, and qa parameters administrator can configure system level settings through this tab docid 2 o7q7qz ku7ytwr5zbvl settings ameyo administrator login docid 2 o7q7qz ku7ytwr5zbvl ticket settings mapping policies table table definition agent table definition mapping policies filter filter groups qa parameters crm configuration you have to configure the crm before proceeding to setup the system, process, and other settings please refer to the installation and configuration guide for ameyo to know the steps to configure crm system settings after creating campaigns some system settings are available only after creating the different types of campaigns refer to the following to know more system settings after creating campaigns cnged system configuration after creating campaign new tabs are created in "system" → "system configuration" after creating a campaign you can configure these tabs to apply the settings on all campaigns in a process click the links to know more about them media profile canned message blended campaign (licensed feature) call routing dispositions skills (licensed feature) exclusion voice mail (licensed feature) holiday/office timings (licensed feature) spam filter rule engine ticket state process in system configuration a process is the main component under which campaigns, users, and other settings are organized you must create a process first to set up a contact center create a process click the add button enter a process name provide a description select a process type (e g , default) choose a table definition (e g , defaulttabledefinition) click done the process is created and displayed on the screen multiple processes can be created using these steps however, the process ids will remain different modify a process after selecting a process from the list, you can modify its settings select the process in the left side section the fields (such as process name and description) will be populated in the right side section you can change the process name here as well provide the new name of the process in the process name field you have to provide the inputs for the following fields crm properties url user can enter the the url of the crm that needs to be configured for a particular process for example, the following url can be added for a local appserver http //\<ip address domain appserver> 8786/\<crm name>/crmprops replace \<ip address domain appserver> with the ip address or the domain name of the url where crm is hosted if vapt setup is configured in ameyo then the crm url will be http //\<ip address domain appserver> 8786/\<crm name>/crmprops php replace http with https , if crm is configured on secure setup website propagate lead removal if checked, deleting a lead in ameyo will also delete it from the crm database propagate customer removal if checked, deleting a customer's number in ameyo will also delete it from the crm database click apply to save changes whereas, click "refresh" button to discard the changes in the edit option, you can not change the table definition for the process the table definition can only be defined at the time of the process creation if, still you want to change the table definition, then delete the process first and create a new process with the other required table definition delete a process administrator can delete any process by following below steps select the process that needs to be deleted click on delete icon it shows the following warning message on the screen click "yes" to delete the process click "no" to not delete the process when you click "yes", the process will be deleted and removed from the list the id of the deleted process cannot be reused it will remain consumed even after deletion of the process settings tab in system configuration through this tab, administrator can configure system settings, ticket settings, and mapping policies through below mentioned tabs system settings ticket settings mapping policies 1\ system settings this section defines global behaviors for your ameyo system user mapping policy maps a user's machine to their phone device this is used to assign telephony channels make sure to enable the call manager at the backend and configure voice resource and call contexts in it before configuring user mapping policies a the administrator can select the phone mapper type values from the drop down to map the extensions with particular ip this option can be used to avoid wrong selection of telephony channel by the user while logging into the system the view of "mapping policy" tab will be changed for every user mapping policy selected here ip multiple user call leg details provider (licensable) this mapper can be used to map an ip with multiple call contexts the applied settings will be applicable for the user who gets the option to select the call context while logging into system this phone mapper type will be enabled after procuring appropriate license component at the center userid mapped call leg details provider (licensable) select it define the default extensions for the selected users the selected users will not be asked to select the extensions after selecting the campaigns at their logon after selecting this option, you have to browse "mapping policy tab" to select the default single or multiple extensions for the users user id based call leg details provider (licensable) this mapper can be used if webrtc is being used this phone mapper type will be enabled after procuring appropriate license component at the center after selecting this policy, the following option is displayed just below it you have to configure webrtc also to use this mapping policy reference document https //sites google com/a/ameyo com/engineering/media pages/webrtc knowledge base/webphone webrtc softphone select this option to let the system select any extension if webrtc is not available manual user call leg details provider (licensable) this mapper policy can be used when no mapping needs to be done ip user call leg details provider (licensable) select it to map one ip with single extension the agent need not to select the extension as the ip is already mapped with an extension while logging into the system the applied settings will be applicable for the user who gets the option to select the call context while logging into system it is the default option knowledge base settings the administrator can define the knowledge base page url here supervisor, agents, and other users will view this page on the home screen of their workbenches modify the value of "knowledge base url" field it's default value is given below\ http //${servername} ${serverport}/ after login behaviour using this feature, the administrator can define the after login behaviour it contains the following two options any one of them can be selected only system the system should automatically make agent available to make the agent automatically available, check "auto available" box user select this option to let agent decide whether to make available or not auto answer if "enable auto answer" is checked then call will be auto answered in all the campaigns of the contact center users with auto call on status will automatically receive the auto dialed and inbound calls and they do not have to answer each call manually only first call offered to the user needs to be answered manually after that all calls thrown by dialer will be auto answered internal chat (licensable) enables or disables the internal chat feature for all users after enabling it, the supervisor, agents, and other users can use the internal chat to communicate with each other a static chat icon will be displayed on the bottom right corner of the interface of every user this feature is licensable, hence for further information on the same, contact support team of ameyo break reasons (licensable) allows you to create and delete the break reasons (e g , lunch, training) that agents can select created break reasons will be applied at system level and same will be visible to agents on ameyo web access while going on break, agents can select the respective break reason this feature is licensable, hence for further information on the same, contact support team of ameyo to add click add , enter a name, and click apply to delete click " yes " to delete the selected break reason deleting a break reason will impact all users, queues, and campaigns where this break reason has been applied already make sure to modify their settings you cannot modify a break reason instead of it, delete a break and add a new one reload configuration these buttons force ameyo to re read its configuration files this is often needed after making backend changes after clicking a button to reload the selected configuration, you have to logout from administrator console and then login again to make it effective a reload metric configuration reloads metric settings b reload processing configuration reloads processing settings c reload logging configuration reloads logging settings d reload license configuration reloads the license configurations e reload system configuration parameter reloads system configuration parameters reloading the "system configuration parameter" also reload the "ic configuration parameter" with one click this button also reloads the autoclose and autoexpire timers with one click there is no need to reload them separately following parameters will be reloaded from here iscustomereditable shouldrunheatvaluetimer smsnotificationcredentials autoclose timer autoexpire timer f reload server preference store reloads server preference store after the changes in mapping policies, always reload the server preference store if there is a change in licenses then reload both license configuration and server preference store crm integration here, the administrator can enable the access to the third party apps including crms such as zoho, zendesk, salesforce, microsoft dynamics, freshsales, and freshdesk mint for some apps like zendesk crm and zoho desk, the oauth for single sign on have to be enabled before authorizing the access 2\ ticket settings this section defines how tickets (primarily for interaction campaigns) are handled it contains the following settings agent can view controls ticket visibility for agents on dashboard select what agents see on their main dashboard (e g , only their assigned tickets, tickets in their queues, or all tickets in selected campaigns) tickets assigned to the agent select it to let the agent view only those tickets that are assigned to him/her tickets which are unassigned, or assigned to the agent, in their queues of selected campaigns select it to let the agent view both those tickets which are unassigned and which are assigned to the agents in their queues of selected campaigns the tickets assigned to other agents of queues to which he/she is not assigned, will not be displayed to him/her tickets in queues assigned to the agent in selected campaigns select it to let the agent view those tickets in queues which are assigned to the agents in its selected campaigns it will not show the tickets which are either unassigned or assigned to other agents who are staffed to another campaign, in which he/she was not staffed tickets in selected campaigns select it to view the tickets which are assigned to the agents in the campaigns elected by the agent on customer details select what agents see when viewing a specific customer's profile (e g , only their tickets with that customer, or all tickets associated with that customer) tickets assigned to the agent select it to let the agent view only those tickets that are assigned to the agent tickets in queues assigned to the agent in selected campaigns select it to let the agent view all tickets in the queue which are assigned to the agents in its selected campaigns tickets in selected campaigns select it to let the agent view the tickets in the selected campaigns all tickets associated with the customer select it to let the agent view all tickets associated with the customer it contains the following options auto assignment of tickets use these settings to enable or disable automatic ticket assignment to users, and to allow or restrict agents from toggling their auto status in interaction campaigns auto assignment to users toggle on to automatically assign new tickets to available agents if this option is enabled, the administrator also get "auto assignment to users" option at the queue level that can be configured the queue level "auto assignment to users" option will override this auto assignment option of system level if it is enabled, the agents will be on "auto status on" after their login in interaction campaign the next option "agent can toggle auto status" will allow or disallow agent to change this status the administrator can turn off this option to not assign tickets automatically to the agents agent auto status on login select if agents are "auto status on" by default when they log into an interaction campaign agent can toggle auto status choose if agents are allowed to turn their own auto assignment status on or off when assigned agent reads a new ticket by default, when the assigned agent reads a new ticket, its state changes to the "open" internal state if you want to set an external state (created under the "open" internal state) as the default when an agent reads a new ticket, use this section to configure those settings the following options are available here do not change ticket state the ticket's status remains "new" update ticket to following open state automatically changes the ticket's status to an "open" state (e g , "ticket opened") allow public notes on tickets use this option to enable or disable public notes on tickets public notes are visible to all users the following options are available yes select this to allow public notes on tickets no select this to disable public notes on tickets allow agents to reopen tickets use this option to allow or restrict agents from reopening closed tickets it includes the following choices yes select this to allow agents to reopen closed tickets no select this to prevent agents from reopening closed tickets ticket id pattern the administrator can now customize the ticket id number at the system level to configure a custom ticket id, follow these steps 1\ select "custom id" to define a custom ticket id format 2\ choose any of the following options as the prefix for the ticket id \ none select this option to exclude any prefix \ yyyymmdd select this option to use "yyyymmdd" as the prefix \ ddmmyyyy select this option to use "ddmmyyyy" as the prefix \ mmddyyyy select this option to use "mmddyyyy" as the prefix here, dd, mm, and yyyy will be replaced with the corresponding day, month, and year values custom select it to add the provided custom alphanumeric input as the prefix upon selecting, it enables an additional text field named "value" at the bottom you have to enter an alphanumeric value in it begin sequence from enter the number from which the ticket id sequence should start once the custom ticket id configuration is applied, the system will display only the custom ids throughout the ameyo interface the original ticket ids will not be visible for debugging purposes, the actual ticket id can be retrieved using the corresponding custom id custom ticket ids are also included in tickets exported to csv files from the agent dashboard improved ticket resolvers for custom ticket ids when custom ticket ids are used for the first time, the ticket resolvers in email media profiles correctly append new incoming or reply emails to the same tickets, even after the default ticket ids are replaced by custom ones however, this functionality will not work if the custom ticket id is changed again or reset to the default format in such cases, the ticket resolvers in email media profiles will no longer append new or reply emails to the same tickets fetch limited tickets by default if a large number of tickets are present in the system, it may affect performance and cause delays while loading tickets in the agent console to improve performance, the administrator can now define a date range to limit the tickets fetched in the agent console to configure this setting, navigate to system → system configuration → settings → ticket settings → scroll to the bottom of the page this configuration includes the following three settings tickets on agent dashboard this setting allows you to specify the time duration for which tickets will be displayed on the agent dashboard tickets outside the specified range will not be visible it contains the following options \ don't limit displays all tickets without applying a date filter (not recommended when a large number of tickets exist ) \ past 3 months displays tickets created in the last 3 months \ past 6 months displays tickets created in the last 6 months \ past 12 months\ displays tickets created in the last 12 months \ custom range allows you to define a specific range (in months) when selected, a text box titled "define date range (in months)" appears beside the "tickets on agent dashboard" dropdown enter a value between 1 and 12 closed tickets on agent dashboard this setting defines the duration for which closed tickets are displayed on both the agent dashboard and customer page tickets outside the selected range will not be visible the available configuration options are the same as those listed under “tickets on agent dashboard ” tickets on customer details page this setting controls the duration for which tickets are displayed on the customer details page tickets beyond the selected date range will not be displayed it also includes the same options described under “tickets on agent dashboard ” view tickets by default in ticket details the administrator can configure the default ticket view that agents see when opening ticket details this setting determines the initial display of ticket content based on the administrator’s selection however, agents retain the flexibility to change the view from a drop down menu as needed the administrator can choose from the following four ticket view options all displays all transactions and messages related to the ticket only messages displays only the messages exchanged on the ticket with notes displays messages along with any notes added to the ticket with activity displays all activities performed on the ticket, including messages, notes, and other actions 3 mapping policies this tab's appearance changes based on what you selected in system settings > user mapping policy it's where you define the specific mappings ip multiple user call leg details provider (licensable) if this option is selected in "user mapping policy" in "system settings" tab, then the following screen is displayed here it is ip based multiple extension policy, which allows the administrator to assign multiple extensions to an ip address the administrator has to perform the following the steps click on "add" button enter the ip address select the call context enter the phone number (extension) select the sequence click on "apply" button to delete any existing mapping, select the same and click on "delete" button user id mapped call leg details provider (licensable) if this option is selected in "user mapping policy" in "system settings" tab, then the following screen is displayed here it is currently in tabular format call contexts and phone numbers are displayed for every user here, the administrator can select the default call context and provide the number if the user has been assigned multiple extensions, "+" icon is displayed with the phone number the administrator can click it and define multiple extensions during logon, by default, these users will be assigned their respectively selected extensions and will not be asked to select the extensions after this configuration, when the agent (after logon to the system) selects the campaign in which the defined call context has been assigned to it, the agent will be logged on with the provided extension and it will not get the option to select other extensions for example, user1 has been assigned 1992 call context and 78946797 phone number now, user1, at the time of logon to the system, user1 (after selecting relevant campaign) will be logged on automatically at 1992 call context and 78946797 phone number the phone number can be edited in the mapping policy if a user is logged on to the ameyo toolbar integration in a third party application, then the user can use up to three extensions for the following call types simultaneously inbound call dial outbound auto dial outbound manual dial transferred to campaign dial outbound callback dial however, this feature does not work simultaneously for the following call types in multiple extensions click to call dial outbound auto preview\ dial outbound manual preview\ dialing user id based call leg details provider (licensable) it is preferred to use this policy in case of webrtc only while using it, you have to configure webrtc also please refer to the following document reference document webrtc manual if this option is selected in "user mapping policy" in "system settings" tab, then the following screen is displayed here it is useful when you have multiple voice resources and you want to map users to these voice resources the administrator can select the users and map them to the available voice resources this interface is divided into the two sections left section and right section the administrator can map the unmapped users to a voice resource moreover, the administrator can move the users between voice resources perform the following steps select the voice resource or "unmapped" in "agent mapped to" drop down menu of the left section if you have added only one voice resource, it will show "unmapped" option only in the left section, the users will be listed as per the selected option select the voice resource in "agent mapped to" drop down menu of the right section select the users in the left section you can click the checkbox given on top to select all users you can also search for the user names in the provided search box click on forward navigation button to add the selected users to unassign the users from a voice resource, select the voice resource in "agent mapped to" drop down menu to list the users mapped to the selected voice resource now, select the users in the right section and click on backward navigation icon manual user call leg details provider (licensable) if this option is selected in "user mapping policy" in "system settings" tab, then the following screen is displayed here here, the administrator has to perform no action the agents will select the extensions on their own ip user call leg details provider (licensable) if this option is selected in "user mapping policy" in "system settings" tab, then the following screen is displayed here it is an ip based single extension policy, which allows the administrator to define the single extension policy for an ip address click on "add" button enter the ip address select the call context enter the phone number (extension) click on "apply" button to delete any existing mapping, select the same and click on "delete" button table in system configuration the table tab stores customer information related to configuration within ameyo this is the schema that ameyo uses to store and retrieve customer information certain fields, including primary keys and others, are required for integration purposes to accommodate this, data types and columns are defined accordingly it contains the following tabs table definition agent table definition mapping policies filter filter groups table definition in this tab, you can create, edit, and delete table definitions after creating the table definitions here, you can use "mapping" tab to create the mapping and "filter" tab to create the filters create table definition to create a new data table, follow these steps click the create table button a pop up window will appear provide the following details\ following is a screenshot of a table containing different columns a system this contains the system id which is taken by default b table definition name enter the name of the table only the underscore ( ) is allowed as a special character; other special characters are not permitted c description enter a description for the table d column definition perform the following steps to add a column click add to add a column a new row will appear provide values for the column fields name column name to be provided you can use only " " (underscore) as a special character while providing a name for a column other special characters are not allowed type select any of the following options to specify the type of input received in this column integer select it to accept only whole numbers it will not accept the decimals numeric select it to accept the numbers including decimals boolean select it to accept only two values that are "true" and "false" varchar select it to accept the alphabets with numbers date select it to accept the date time select it to accept the time timestamp select it to accept the timestamp nullable select it to let any cell in the column to remain blank if unchecked, it will be mandatory to enter some value in the cell unique key select it to let the column accept only unique values in its cells primary key select it to make the column primary non unmaskable (licensable) it provides the option to mask the values stored in a field the feature to unmask the already masked values will not be provided so, use this feature consciously all or only important fields can be masked if the administrator selects a field to be maksed, then whatever data will be stored in this field will be masked at user interface of the entire ameyo system, in customer manager api, and at the backend, in the databases of postgresql for example, the data will be masked in ameyorefresh and customerprospect tables except the last 4 characters, all characters in the data will be masked with "x" letter such as xxxxxx1234 if you are modifying an existing table definition or creating a new one in an already existing ameyo setup, only the new data will be masked in the field selected for masking, however, the old data will not be masked perform the following steps to enable the masked data processor execute the following query to verify whether the maskdatapreprocessor is available or not select from system configuration parameter where name = 'customermanagerpreprocessorsnames'; execute the following query to enable the maskdatapreprocessor if it is not available update system configuration parameter set value='duplicatepreprocessor,numberregexmatcherpreprocessor,standardnumberformaterpreprocessor,maskdatapreprocessor' where name='customermanagerpreprocessorsnames'; run the following query update column definition set masking policy type='first x last y unmasked' where name=''; update column definition set masking policy properties='{"last y characters" "4","masked string" "","first x characters" "6"}' where name='\<column name to mask>'; it is configurable that how many digits of the data has to be masked or unmasked from starting and how many digits has to be masked or unmasked from the end suppose the card number of 10 digits has to be masked if it is configured that first 5 digits will be unmasked and the last 5 digits will be unmasked, then the complete number will remain unmask if you select "masked" for a field, then it cannot be "primary key" and "unique key" also, default value of "type" for a masked field will be "varchar" and it cannot be changed there may be some cases arise when you have to disable the mask data fields in this case, run the following query to disable the mask data field update system configuration parameter set value='duplicatepreprocessor,numberregexmatcherpreprocessor,standardnumberformaterpreprocessor' where name='customermanagerpreprocessorsnames'; unmaskable if selected, then the values of this field will not mask default value enter the default value that will be displayed in all cells of this column you can add multiple columns using the same steps following is a screenshot of a table containing different columns click "save" to create a table following screenshot shows a newly created table modify table definition perform the following steps to edit the table select a table and click "edit" you can change the following fields here you cannot modify or delete the columns also, you cannot modify the column properties such as name, type, nullable, unique key, primary key, or default value add new column you can add the new columns in the table definitions click "add" button to add the new column a blank row is added at the bottom of the table here you can define the properties of the table column table definition name change the name of the table description change the description you cannot modify or delete the columns also, you cannot modify the column properties such as name, type, nullable, unique key, primary key, or default value click "save" to save and apply the changes click "cancel" to cancel the changes delete table definition perform the following steps to delete a table select the table and click "delete" it shows the following warning message click "yes" to delete the selected table you can click "no" to not delete the table agent table definition the agent table definition serves as a template to define the fields (or columns) used to store customer information on the agent dashboard its user interface allows the administrator to assign specific fields to individual agents agents not assigned certain table definition fields will be unable to view, access, or modify those customer information fields the administrator also controls which agents have permission to modify the assigned fields additionally, the administrator can arrange the sequence in which these definition fields appear whenever a new data table definition is created, a default agent table definition is automatically generated by default, all fields from the data table definition are assigned as visible in this default agent table definition to control what information agents see and edit, administrators must create new agent table definitions specifying field visibility and edit permissions a new sub tab named agent table definition has been added under the table tab in system configuration within the administrator console create new agent table definition perform the following steps to create a new agent table definition click "create new" button on the top right corner to create a new agent table definition it shows the following page in "table" drop down menu, select the table definition for which you want to create the agent table definition the fields of the selected table will be listed in "available column definitions" section provide a name for the agent table definition provide the description, if required now, select the fields in "available column definitions" that you want to assign to the agents click forward icon to move the fields to "assigned column definitions" section enable or disable field modification in "assigned column definitions" section, you can select the following options for every field read only select this option to allow the agents to only read the customer information stored in this field the agents cannot modify the customer information in this field read & write select this option to allow the agents to read and modify the customer information stored in this field order of appearance of fields the top to bottom positioning of the fields in "assigned column definitions" section will be the order of appearance of the fields in the customer information the following screenshot displays the sample order of appearance of fields you can click "\&darr;" icon to move the field to bottom and click "\&uarr;" to move the field up after every click on any of these icons for a field, the positioning of that field will change click "save" to save the agent table definition it takes you back to "agent table definition" tab, which shows the list of agent table definitions including the newly created one you can assign or unassign the fields, make the fields editable or non editable, and change the order of their appearance even while modifying the default or custom agent table definition modify an agent table definition "agent table definition" tab shows the list of existing agent table definitions perform the following steps to modify an existing agent table definition click on edit icon for an existing agent table definition to modify it using the following page you can make the following changes name of agent table definition if you change the name of an existing agent table definition, which has been selected and applied on a campaign, then it may not work in that campaign description assign or unassign the table definition fields mark the agent table definition fields as "read only" or "read and write" change the order of appearance of these fields click "save" to save the changes rather click "cancel" to discard the changes the changes made in agent table definition will be applicable in real time however, these changes will be displayed to the agents only when they open a new customer page after that change delete agent table definition the deleted agent table definition cannot be restored in any way it will not be used in the campaign and in the agent console if the agent table definition is assigned to a campaign and is being used by the agents, then the agent may not be able to that agent table definition for the new customer communication until a new agent table definition is assigned "agent table definition" tab shows the list of existing agent table definitions perform the following steps to modify an existing agent table definition click on delete icon to delete an existing agent table definition it shows the following warning message click "yes" to delete the agent table definition rather, click "no" to not delete it "defaultagenttabledefinition" cannot be deleted when the administrator tries to delete it, the system shows the following error message on the screen table mapping this tab lets you edit and delete the default existing table column mappings you can also create, modify, and delete the custom table column mappings click "select table definition" drop down menu to select the table definition, in which you want to create, edit, and delete the table column mappings the default table column mappings are available only in "defaulttabledefinition" create table mapping administrator needs to follow below steps to create a new mapping click"create new mapping" button following pop up named "create table mapping wizard" is displayed on the screen administrator needs to fill the following details in order to create a new mapping mapping name provide a mapping name campaign type select the campaign type from the provided drop down it contains the following options interactive voice application outbound voice campaign interaction campaign parallel predictive voice campaign ivr campaign voice blast campaign chat campaign mapping sequence by default, the following two mapping sequences are displayed here searchable (licensable 5 to 10 fields) it lets you add the searchable and optional columns in the mapping it is not necessary to create the searchable fields through this feature the column on which the searchable field is applied, the column becomes searchable, means a search bar appears on the column which allows the user to search for any of the data buy the license to increase the number of searchable fields after purchasing the license, run the following query insert into system configuration parameter(name,type,value,default value) values ('maxsearchablefieldsallowed','integer','\<number of searchable fields>','\<number of searchable fields>'); the maximum number of searchable fields (after both license and configuration) is 10 after purchasing licenses, perform the configuration to increase the number of fields, if any step missed then number of fields will not increase contact either marketing department or services team of ameyo phone (licensable 5 to 50 fields) it lets you add the mandatory columns in the mapping it is mandatory for the user to fill these columns buy the license to increase the number of phone fields after purchasing the license, run the following query insert into system configuration parameter(name,type,value,default value) values ('max phone allowed','integer','\<number of phone fields>','\<number of phone fields>'); the maximum number of phone fields (after both license and configuration) is 50 after purchasing licenses, perform the configuration to increase the number of fields, if any step missed then number of fields will not increase contact either marketing department or services team of ameyo ilterable it lets you add the filterable columns in the mapping the user can leave these columns blank through this feature the administrator now have another filter field through which he can filter for the required voicelogs buy the license to increase the number of filterable fields after purchasing the license, run the following query insert into system configuration parameter(name,type,value,default value) values ('maxfilterablefieldsallowed','integer','\<number of filterable fields>','\<number of filterable fields>'); the maximum number of filterable fields (after both license and configuration) is 10 after purchasing licenses, perform the configuration to increase the number of fields, if any step missed then number of fields will not increase contact either marketing department or services team of ameyo you have to click "add" for a mapping sequence to add its column you cannot edit or delete the column mappings here attribute user can select the attributes for the added column mappings it has the following options twitter timezone facebook name phone1 phone2 phone3 phone4 phone5 email type you have to select the types of these attributes for the added column mappings following screenshot shows the sample table mapping for a custom "test1" table definition click "save" to create the table mapping alternatively, you can click "cancel" to discard the changes following screenshot shows two newly created table mappings modify table mapping perform the following steps to edit a table mapping select the table definition in "select table definition" drop down menu the mappings of selected definition are displayed select a table and click "edit" you can change the following fields here mapping name change the name of the mapping mapping of attributes you can change the mapping of attributes click "save" to save and apply the changes you cannot change the table definition name and campaign type attributes cannot be added, edited, or deleted delete table column mapping perform the following steps to delete a table column mapping it is recommended not to delete the default table column mappings available in the default table definition (defaulttabledefintion) select the table definition in "select table definition" drop down menu select the mapping and click "delete" it shows the following warning message click "yes" to delete the selected mapping you can click "no" to not delete the mapping table filters here, you can create, edit, and delete filters for the table definitions this creates saved filters that are used in outbound campaigns to define dialing logic (i e , which customers to dial) table filters are used to filter the customers in outbound, parallel predictive and voice blast campaigns administrator has to assign the required table filters in "customers" tab in the settings of these campaigns click "select table definition" drop down menu to select the table definition, in which you want to create, edit, and delete the table filters you can use search box in the top row to search for the particular table definition create table filter administrator needs to follow below steps for creating new filters select the table definition click "create new filter" to create a new table filter 3 administrator needs to fill the following details in order to create new mapping filter name provide a name of the filter campaign type select the campaign type from the drop down menu it contains the following options outbound voice campaign parallel predictive voice campaign voice blast campaign description enter the description regarding the filter click "add" to add a clause each clause has a condition to filter the table it adds a row on the right perform the following steps to add a condition in a newly added clause in a row, you can select "left operand" in the drop down menu it contains the following options attempts customerid disposition email facebook is callback scheduled is excluded disposed last call type last churn 1 last churn 2 last dialed number last dialed number 1 last dialed number 2 last dialed number 3 last dialed number 4 last dialed time last user id lead id name number status phone1 phone2 phone3 phone4 phone5 timezone twitter after selecting "left operand", you have to provide a value for that operand in the cell under "condition" column the value should contain a operator such as =, < or > the following table shows some examples of some operands operand value attempts ='1' <'1' >'1' customerid ='1234' <'1234' >'1234' phone1 ='2111155555' <'2111155555' >'2111155555' table sample values of operands if you do not add operator or single quotes, you may get error while adding or modifying the table filter you can click "+" icon on the right side of a row to add a new condition to delete a condition, you can click "x" icon on the right side of a row you can click "add" again to add a new clause after adding the clause, you can add the condition rows in it you can click the clause names in the box located on bottom left side to navigate between the clauses to delete a clause, select it in the box and click "delete" following screenshot contains the sample values to create a table filter click "save" button to create the table filter alternatively, you can click "cancel" button to not create the table filter you can create the multiple table filters enable or disable a filter perform the following steps select a table filter in the list check the box titled "enable" to enable the table filter alternatively, you can keep "enable" box unchecked to keep the table filter disabled modify a table filter perform the following steps select a table filter in the list click "edit" button on top right corner to edit the table filter it shows the following pop up you can change the following items here filter name campaign type description left operand value clause click "save" to save the modified table filter delete a table filter a deleted table filter cannot be restored if the table filter is being used in any campaign to filter the leads, then the filtration will not work after deleting the table filter perform the following steps select a table filter in the list click "delete" button on top right corner to edit the table filter it shows the following warning message click "yes" to delete the table filter table filter groups (licensable) in ameyo 4 6 and above, filters used for lead segmentation can now be grouped into filter groups this feature enables businesses to enhance their lead prioritization strategy during dialing both single and multiple filter groups can be created at the system level by the administrator and at the campaign level by the supervisor filter groups created by the administrator at the system level can be assigned to outbound, parallel predictive dialing, and voice blast campaigns to do this, the administrator must activate the desired filter groups and assign them within the customers tab in the settings of these campaigns filter groups can be created and managed by the administrator in the path system settings → table → filter groups click "select table" drop down menu to select the table definition, in which you want to create, edit, and delete the table filter groups create filter group performs the following steps to create a new filter group select the table definition click "create new" to create a filter group 3 provides the following inputs filter name provide a name of the filter group campaign type select the campaign type from the drop down menu it contains the following options outbound voice campaign parallel predictive voice campaign voice blast campaign the selected campaign will show the filter groups and filters created in that campaign only the filters in "available filters" will be listed as per the selected campaign select the required table filters in "available filters" section and click forward icon to add them in the filter group to remove the table filters from a filter group, select the required table filters in "assigned filters" section and click on backward icon click "save" to create the filter group following screenshot contains the sample values to create a filter group click "save" button to create the filter group alternatively, you can click "cancel" button to not create it the following screenshot shows the created filter gruops view the details of a filter group the left section shows the list of created filter groups the administrator can click downward arrow icon to expand the details when you select a filter group, it shows the further details in the right section of the window enable or disable a filter you can enable or disable a filter group you can click on the toggle switch icon to enable or disable the filter group after enabling, the color of that toggle changes to green modify a filter group by default, the filter group is not selected, you have to select it manually perform the following steps to modify a filter group select a filter group in the left pane click "edit" button on top right corner to edit the filter group it shows the following pop up you can change the following items here filter group name description select the filter groups in "available filters" section and click on forward arrow icon to assign the filter from the filter group to unassign a filter from the filter gruop, select a filter in "assigned filter" section and click on backward arrow icon to unassign the filter from the filter group after making the changes or changing the filter members, click "save" to save the modified filter group delete a filter group a deleted filter group cannot be restored if the filter group is being used in any campaign to filter the leads, then the filtration will not work after deleting the same perform the following steps to delete a filter group select a filter group in the list click "delete" button in the bottom right corner in the right pane it shows the following warning message click "yes" to delete the filter group qa parameters in system configuration (licensable) the administrator can define various quality parameters to assist analysts and other authorized users in rating the quality of each customer interaction with agents this feature requires a license; for more information, please contact the ameyo support team create quality parameter administrator can create new parameter by performing the following steps click "create parameter" button a pop up is displayed on the screen parameter name enter the name of parameter description enter the description of parameter is mandatory check the check box if this parameter has to be made mandatory, which means the analyst or supervisor has to rate the call parameter type select the parameter type from the drop down menu after selecting a value, the interface gets changed it contains the following options boolean select it to create a boolean based quality parameter, whose value can be given in true or false after selecting the boolean, provide the values for true and false multiple select it to create a quality parameter, which can contain multiple vaules perform the following steps click "+add parameter details" link it adds a new row in the blank area provide the value and score for example, the value can be in text format and the score can be in numeric format such as "poor" can be the value and "1" can be its score click "+ add parameter details" link again to add one more row containing value and score click on delete icon to detele a parameter detail comment select it to create a quality parameter, which can accept and store comments about the quality of customer communication range select it to create a range based quality parameter you can specify the minimum and maximum range click "add" button to add the parameter following screenshot shows newly created quality parameters select the qa parameters to view its details change priority of quality parameters each quality parameter in the list includes controls for adjusting its priority the administrator can click the ↑ arrow to increase the priority of a quality parameter or the ↓ arrow to decrease its priority modify quality parameter you can click the checkbox of a quality parameter to view its details in the right section you can modify the following details name description make it optional by unchecking "ismandatory" or make it mandatory by checking "ismandatory" if it is a boolean , multiple , or range based quality parameter, then you can change its value and score click "save changes" button on the top right corner to save the changes rather, you can click "refresh" to discard the changes delete quality parameter perform the following steps to delete a quality parameter select a quality parameter in the list click "delete" to delete the quality parameter it shows the following pop up click "yes" to delete the quality parameter click "no" to not delete the quality parameter the deleted quality parameter cannot be restored