Vicidial Quality Control Manual v1

7/24/2019 Vicidial Quality Control Manual v1

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VICIDIALVICIDIAL

QUALITY CONTROL

MANUALv0.5 Beta (-r 72)


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TABLE OF CONTENTS

Quick Start ............................................................................................................................................................... 3

Install on Each Server (only run sql on B server) ..............................................................................................3

!on"i#ure !a$%ai#ns&'ists&sers ........................................................................................................................ 3

otes* .................................................................................................................................................................... 3

Installation ................................................................................................................................................................+

,rerequisites ......................................................................................................................................................... +

Install .................................................................................................................................................................... +

eri"y .................................................................................................................................................................... 5

%#rae ................................................................................................................................................................ 5

!on"i#uration & /$inistration Setu% ......................................................................................................................

Each !a$%ai#n .....................................................................................................................................................

Each 'ist ...............................................................................................................................................................

1oi"y&!reate Syste$ Q! esults ......................................................................................................................

Stanar an Q! ser require$ents .................................................................................................................... 7

Stanar /#ent Inter"ace ..........................................................................................................................................

Q! e4ections ill 6e receive in !all6acks8. ..................................................................................................

Q! ser Inter"ace .................................................................................................................................................... 9

Enter the Q! Syste$ ............................................................................................................................................ 9

Q! Each ecor in Queue ................................................................................................................................... 9Quality !ontrol 'o# ............................................................................................................................................. 9

otes ...................................................................................................................................................................... ::

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Vicidial Quality Control Manual v0.5 (Beta) by PoundTeam Incorporated

QUICK START

Install on Each Server (only run sql on B server)

iciial ersion* 2.+-35:a & BI'* :::223-00+3 (S evision* :7)

mkdir /usr/src/poundteam

cd /usr/src/poundteam

rm qc_install.sh

wget http://www.poundteam.com/downloads/software/qc_install.sh

/bin/bash /usr/src/poundteam/qc_install.sh

!on"i#ure !a$%ai#ns&'ists&sers

es "or one or $ore Statuses


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otes *

!a$%ai#ns ith Q! active ill no a%%ear uner the Quality !ontrol8 le"t $enu.

!alls is%ositione in one o" those ca$%ai#ns ith a Q! selecte status ill a%%ear uner the !a$%ai#n.

!lickin# on each lea ill allo the Q! a#ent to ,ass&


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INSTALLATION

,rerequisites

iciial ESI?* 2.+-35:a & BI'* :::223-00+3 (S evision* :7)

Beta ote* his installation is esi#ne s%eci"ically "or ici6o> stock installationC I 6elieve this is the stock

version "or ici6o> 3.:.:+. %ate the ?S 6e"ore the ici6o> installation@ an ? urin# installation (hich

ill cause the S ? the c to 6e use hich shoul $atch revision :7). !heck your S version*

cd /usr/src/astguiclient/trunk

svn info

NOTE: IF YOU ARE NOT AT OR AFTER REVISION 1766, YOU MUST UPGRADE BEFORE

PROCEEDING. THIS HAS NOT BEEN TESTED ONLY ON 1766.

Del% ith iciial u%#rae i" alreay in version 2.+ ("irst #et the source via S)*

Sk ip th is if al rea dy at SVN revi si on 176 6

cd /usr/src/astguiclient/trunk

svn up -r 1766

hen rea the ,A/E8 ocu$ent (or continue ith $y instructions 6elo i" you are 6rave).

perl install.pl

msql asterisk -e !select db_schema_version from sstem_settings"!

o e $ust "in this 6 sche$a version in the u%#rae sql ocu$ent (re%lace ith the 6 sche$a

version)

grep #### /usr/src/astguiclient/trunk/e$tras/upgrade_%.&.sql -n

o e $ust elete all the lines 6e"ore this "ro$ the sql u%#rae ocu$ent (re%lace ith the line nu$6er

returne at the 6e#innin# o" the result o" the #re% co$$an a6ove). Fe ill o this 6y co%yin# "ro$ that line to

the en into another "ile@ then e>ecutin# the other "ileGs SQ' state$ents into our asterisk ata6ase.

cd /usr/src/astguiclient/trunk/e$tras/

tail '### upgrade_%.&.sql ( upgrade_%.&)*+,,+.sql

msql asterisk upgrade_%.&)*+,,+.sql 0p

reboot

=ou $ust have your 1ySQ' root %assor urin# the installation. I t $ay 6e 6lank.

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msql asterisk 0e !2+34 msql.user 54 2assword 2355*8+9;;;; only.

Install

/bin/bash /usr/src/poundteam/qc_install.sh

Fhen %ro$%te@ enter $ysql root user %assor

/ re6oot is not %resently require (/l%ha* ,lease let us kno i" your installation require a re6oot)

eri"y

Is there a e o% 'evel 1enuH

Is Quality !ontrol8 visi6le in /$inistration 'o#on $enuH


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Vicidial Quality Control Manual v0.5 (Beta) by PoundTeam Incorporatedhis co$$an can 6e issue at any ti$e "or i$$eiate u%#rae to runnin# syste$. his $ay chan#e to a

syste$ $ore si$ilar to iciial in the "uture to allo "or onloa an installation.

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CONFIGURATION / ADMINISTRATION SETUP

Each !a$%ai#n

Ena6le Q! "or each ca$%ai#n

etail ie - Q! - Q! Ena6le J =

!hoose Q! Statuses

!heck the 6o>es "or each Status you ant to 6e $ana#e 6y the Q! syste$. =ou can select 4ust one (such as

S/'E)@ or you can select as $any as you oul like.

/ny %reviously is%ositione leas ith these statuses ill auto$atically 6e inclue in the Q! syste$@ even

thou#h Q! as not installe hen they ha%%ene.

Each 'ist

Ena6le /uite !o$$ents "or each 'ist

/uite !o$$ents J =

/uite co$$ents ill $ove co$$ents $ae 6y a#ents to a secure ta6le here a#ents ill 6e a6le to IEF

6ut not !D/AE those %revious co$$ents. hey ill also 6e availa6le "or IEF in the Q! syste$ "or

$oi"yin# leas. his can also 6e accesse 6y those in the /$in 1oi"y 'ea %a#e "or those ith Q!

%rivile#es (link at the 6otto$ o" the %a#e to $ove to the Q! $oi"y %a#e@ hich ill lo# all vies&eits).

Note: This is optional and only applies if you want to activate the audited comments system. This will only

affect campaigns on which it is turned on. This cannot be deactivated to retrieve the comments. Once

comments are audited they are moved to a separate table and no longer editable or visible on the record

except in the audited comments system.

!hoose Q! Statuses

!heck the 6o>es "or each Status you ant to 6e $ana#e 6y the Q! syste$. =ou can select 4ust one (such as

S/'E)@ or you can select as $any as you oul like.

/ny %reviously is%ositione leas ith these statuses ill auto$atically 6e inclue in the Q! syste$@ eventhou#h Q! as not installe hen they ha%%ene.

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1oi"y&!reate Syste$ Q! esults

/$in - Syste$ Statuses - Q! Status !oes

1oi"y the na$es o" the !/!E'8@ ,/SS8@


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Stanar an Q! ser require$ents

e#ular users $ust have a#ent-only call6ack an /#ent !all 1anual (or they cannot call clients 6ack "or

a Q! re4ect@ so this is require "or Q! call6acks).

iciial /$inistration-sers-(choose user)-/#ent-?nly !all6acks

/#ent !all 1anual

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Q! sers $ust have /#ent !all 1anual (or they cannot call clients urin# Q!)

iciial /$inistration-sers-(choose user)-/#ent !all 1anual

/#ent !all 1anual

ser 'evel o" 2 or #reater

Q! Ena6le

/#ent /,I /ccess

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Q! ser 'evel : (or hi#her@ levels are not yet i""erentiate 6ut ill 6e as the %acka#e $atures)

Q! ,ass &


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STANDARD AGENT INTERFACE

Q! e4ections ill 6e receive in !all6acks8.

1etho to resolve a Q! e4ection* 1anual ial client@ correct errors an&or create ne recorin# 6ase on notes

"ro$ Q! a#ent in the Q!


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QC USER INTERFACE

ote* ntil there are Q! ca$%ai#ns ith Sales in the$ L there ill 6e nothin# to look at in the Q! $enuC

Enter the Q! Syste$

/$in-Quality !ontrol

!hoose a !a$%ai#n to Q!

Select one recor at a ti$e to Q!

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Q! Each ecor in Queue

Fith Each ecor*

'isten to recorin#s liste at 6otto$ o" screen

o call client you $ust 6e lo##e in@ in $anual ial $oe@ in the correct ca$%ai#n (/l%ha ?E*

Syste$ oes not %resently veri"y !a$%ai#nC)

I< you call the client@ is%osition that call nor$ally ce%t

to is%osition at the en o" the call.

/"ter co$%letin# the call on the a#ent screen an is%ositionin#@ choose your Q! esult in the Q!

screen.

o set the call to


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,ress Go bac to re!modify this "# lead8 on the resultin# %a#e

hen set the ate&ti$e&user

SB1I (at the 6otto$ o" the call6ack etails@ not the Q! esultC)

Fhen one@ click on Q! !a$%ai#n at the to% o" the %a#e "or your ne>t recor

Quality !ontrol 'o#

iein#*

he Q! lo# recors are only visi6le ithin the Q! syste$. Each ti$e a Q! a#ent vies or $oi"ies a

recor@ the vie an all chan#es are lo##e. It can 6e viee on each lea recor alon# ith the call an

recorin# lo#s.

'o# shoin# vieeM*

'o# shoin# $oi"ieM*

Mote* here ill alays 6e a viee8 recor as the last entry hen =? are IEFIA the recor.

?6viously.

iein# actual chan#es to the recor*

he recor is viee via the toolti%8 accesse 6y %uttin# your $ouse over the or etails8. Fe ill later aa etail viein# %a#e8. his "unction orks ell in IE@ 6ut in


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Note for developers: $ll information for the viewed and modified records is stored in vicidial%&c%agent%log. $ll

changes made to the vicidial%list record are stored in the details field.

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NOTES

estin#* Q! ?nly8 user $oele a"ter e%ortin# ?nly8 user. equires user level :@ active J =8@ an Q!

Ena6le.

o Q! 1oi"y a lea that is ? %resently a Q! status (hether it as in the %ast or not)@ search "or an

1oi"y the lea (uner 'ists-Search "or a 'ea)@ then click on !lick here to Q! 1oi"y this lea8 at the6otto$ o" the /$in 1oi"y 'ea screen (i" you have Q! %er$issions@ this ill 6e visi6le).

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Vicidial Quality Control Manual v1

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Transcript of Vicidial Quality Control Manual v1