Below is a non-exhaustive list of properties and their definition/possible values arranged by the Message on which they appear.
1.1 U_MSG_ONLY_1 | ||
| Property Name | Property Value | Description |
| idsequence_intro_phrases | Phrases | Played during Answering Machine Detection |
| machine_phrases | Phrases | Played when Answering Machine is detected |
live_person_phrases | Phrases | Played when live party detected |
repeat_machine_phrases_in_spanish | no/yes | Automatically plays answering machine message in Spanish after playing in English |
| repeat_live_person_phrases_in_spanish | no/yes | Automatically plays agent message in Spanish after playing in English |
1.2 QC_ALL_TYPE | ||
| Property Name | Property Value | Description |
| EnableAM | no/yes | Allows (yes) or disables (no) the option to use answering machine detection |
| EnhancedAMD | no/yes | No longer used (do not adjust) |
| machine_phrases | Phrases | Played when Answering Machine is detected |
| hold_phrases | Phrases | Played while call is waiting to bridge to agent |
| op_no_answer_phrases | Phrases | Played if call is unable to bridge to agent by Max Wait time |
| classification_id | ID number | Associate the corresponding Classification ID (Agent Skill ID) as configured in the Agent Skill editor. |
| repeat_machine_phrases_in_spanish | no/yes | Automatically plays answering machine message in Spanish after playing in English |
| max_hold_time | milliseconds | The same value set as the service dashboard setting for Max Wait, but the message setting will supersede the service dashboard setting. |
| priority | 1-100 | Dictates the priority of calls in relation to other message templates within the same queue (Default value is 100 and the highest priority value is 1.) |
| agent_hold_phrases | Phrases | Played when call is put on hold by agent |
| acd_proficiency_1_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1 |
| acd_proficiency_2_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1 and 2 |
| acd_proficiency_3_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2 and 3 |
| acd_proficiency_4_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3 and 4 |
| acd_proficiency_5_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4 and 5 |
| acd_proficiency_6_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5 and 6 |
| acd_proficiency_7_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5, 6 and 7 |
| acd_proficiency_8_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5, 6, 7 and 8 |
| acd_proficiency_9_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5, 6, 7, 8 and 9 |
| acd_proficiency_10_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5, 6, 7, 8, 9 and 10 |
1.3 A_RPC_11 | ||
| Property Name | Property Value | Description |
idsequence_intro_phrases | Phrases | Played first; where AM detection occurs |
idsequence_id_phrases | Phrases and key Click prompt | Occurs second if AMD succeeds; option to prompt for keyClick (1 for right party, 2 for Alternate/wrong party) |
idsequence_press1_prehold_phrases | Phrases | Plays prior to attempting to transfer call to agent, plays to completion unless DTMF detected |
idsequence_press1_hold_phrases | Phrases | Played while call is waiting to bridge to agent of customer confirms identity |
idsequence_press1_whisper_phrases | Phrases | “Whisper” phrase played to agent prior to bridging customer if customer confirms identity |
idsequence_invalid_prehold_phrases | Phrases | Plays prior to attempting to transfer call to agent when customer selects an invalid key |
idsequence_invalid_hold_phrases | Phrases | Played while call is waiting to bridge to agent when customer selects invalid key |
idsequence_invalid_whisper_phrases | Phrases | “Whisper” phrase played to agent prior to bridging customer if customer Clickes an invalid key |
alt_party_menu_phrases | Phrases and key Click prompt | If 2 is Clicked in ID sequence goes here (wrong party), phrase with keyClick option. Gives option to wait for right party (1), play not available message (2), or wrong number message (3) |
alt_party_menu_press1_wait_phrases | Phrases | Stall message waiting for right party |
alt_party_menu_press1_hold_phrases | Phrases | Played while call is waiting to bridge to agent when customer selects invalid key |
alt_party_menu_press1_whisper_phrases | Phrases | “Whisper” phrase played to agent prior to bridging customer if customer initially says not right party then says the right party is coming |
alt_party_menu_invalid_prehold_phrases | Phrases | Plays prior to attempting to transfer call to agent when customer customer initially says not right party then selects an invalid key |
alt_party_menu_invalid_hold_phrases | Phrases | Played while call is waiting to bridge to agent when customer initially says not right party then selects an invalid key |
alt_party_menu_invalid_whisper_phrases | Phrases | “Whisper” phrase played to agent prior to bridging call when customer initially says not right party then selects an invalid key |
machine_phrases | Phrases | Played when Answering Machine is detected |
not_available_phrases | Phrases | Played when customer initially indicates they are not the right party and then selects option 2, that right party not available |
failed_op_transfer_phrases | Phrases | Attempt to bridge into an agent fails |
wrong_number_message_phrases | Phrases | Played when customer initially indicates they are not the right party and then selects 3, that they are not that person |
wrong_party_number | No longer used (do not adjust) | |
whisper_unidentified_party_phrases | Phrases | No longer used (do not adjust) |
direct_bridge | no/yes | In Whisper situations to bridge directly to agent without requiring agent acknowledgement key-Click |
whisper_phrases_1 | Phrases | “Whisper” phrase played to agent prior to bridging call prior to agent confirmation (1 key) – would supersede all other whisper phrases |
whisper_phrases_2 | Phrases | “Whisper” phrase played to agent after confirming they want call transferred to them |
classification_id | ID number | Associate the corresponding Classification ID (Agent Skill ID) as configured in the Agent Skill editor. |
repeat_machine_phrases_in_spanish | no/yes | Automatically plays answering machine message in Spanish after playing in English |
| acd_proficiency_1_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1 |
| acd_proficiency_2_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1 and 2 |
| acd_proficiency_3_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2 and 3 |
| acd_proficiency_4_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3 and 4 |
| acd_proficiency_5_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4 and 5 |
| acd_proficiency_6_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5 and 6 |
| acd_proficiency_7_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5, 6 and 7 |
| acd_proficiency_8_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5, 6, 7 and 8 |
| acd_proficiency_9_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5, 6, 7, 8 and 9 |
| acd_proficiency_10_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5, 6, 7, 8, 9 and 10 |
1.4 A_WPC_5 | ||
| Property Name | Property Value | Description |
idsequence_intro_phrases | Phrases | Played first; where AM detection occurs |
machine_phrases | Phrases | Played when Answering Machine is detected |
idsequence_id_phrases | Phrases and key Click prompt | Occurs second if AMD succeeds; option to prompt for keyClick (1 for right party, 2 for Alternate/wrong party) |
idsequence_press1_prehold_phrases | Phrases | Plays prior to attempting to transfer call to agent, plays to completion unless DTMF detected |
idsequence_press1_hold_phrases | Phrases | Played while call is waiting to bridge to agent of customer confirms identity |
idsequence_press1_whisper_phrases | Phrases | “Whisper” phrase played to agent prior to bridging customer if customer confirms identity |
idsequence_invalid_prehold_phrases | Phrases | Plays prior to attempting to transfer call to agent when customer selects an invalid key |
idsequence_invalid_hold_phrases | Phrases | Played while call is waiting to bridge to agent when customer selects invalid key |
idsequence_invalid_whisper_phrases | Phrases | “Whisper” phrase played to agent prior to bridging customer if customer Clickes an invalid key |
alt_party_menu_phrases | Phrases and key Click prompt | If 2 is Clicked in ID sequence goes here (wrong party), phrase with keyClick option. Gives option to wait for right party (1), play not available message (2), or wrong number message (3) |
wait_for_patient_phrases | Phrases | Stall message waiting for right party |
alt_party_menu_press1_hold_phrases | Phrases | Played while call is waiting to bridge to agent when customer selects invalid key |
alt_party_menu_press1_whisper_phrases | Phrases | “Whisper” phrase played to agent prior to bridging customer if customer initially says not right party then says the right party is coming |
alt_party_menu_press3_hold_phrases | Phrases | Played while call is waiting to bridge to agent when customer selects invalid key |
alt_party_menu_press3_whisper_phrases | Phrases | “Whisper” phrase played to agent prior to bridging customer if customer initially says not right party then says the right party is coming |
alt_party_menu_invalid_prehold_phrases | Phrases | Plays prior to attempting to transfer call to agent when customer customer initially says not right party then selects an invalid key |
alt_party_menu_invalid_hold_phrases | Phrases | Played while call is waiting to bridge to agent when customer initially says not right party then selects an invalid key |
alt_party_menu_invalid_whisper_phrases | Phrases | “Whisper” phrase played to agent prior to bridging call when customer initially says not right party then selects an invalid key |
not_available_phrases | Phrases | Played when customer initially indicates they are not the right party and then selects option 2, that right party not available |
wrong_number_phrases | Phrases | Attempt to bridge into an agent fails |
prehold_phrases | Phrases | No longer used (do not adjust) |
| hold_phrases | Phrases | Message played during attempt to bridge to agent or place on hold. Can be cut off by successful transfer |
whisper_phrases_1 | Phrases | “Whisper” phrase played to agent prior to bridging call prior to agent confirmation (1 key) – would supersede all other whisper phrases |
whisper_phrases_2 | Phrases | “Whisper” phrase played to agent after confirming they want call transferred to them |
voicemail_number_for_wrong_number | No longer used (do not adjust) | |
failed_op_transfer_phrases | Phrases | played after max wait |
direct_bridge | no/yes | In Whisper situations to bridge directly to agent without requiring agent acknowledgement key-Click |
classification_id | ID number | Associate the corresponding Classification ID (Agent Skill ID) as configured in the Agent Skill editor. |
repeat_machine_phrases_in_spanish | 0/1 | Repeats AM message in Spanish |
| acd_proficiency_1_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1 |
| acd_proficiency_2_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1 and 2 |
| acd_proficiency_3_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2 and 3 |
| acd_proficiency_4_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3 and 4 |
| acd_proficiency_5_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4 and 5 |
| acd_proficiency_6_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5 and 6 |
| acd_proficiency_7_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5, 6 and 7 |
| acd_proficiency_8_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5, 6, 7 and 8 |
| acd_proficiency_9_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5, 6, 7, 8 and 9 |
| acd_proficiency_10_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5, 6, 7, 8, 9 and 10 |
1.5 INB_A_XFER_4 | ||
Property Name | Property Value | Description |
alt_language_phrases | Phrases | Phrase always spoken in Spanish, requesting that caller press 2 to hear message in Spanish Language. |
ani_lookup_enabled | 0/1 | 1 to enable ANI match; 0 to disable |
ani_lookup_phrases | Phrases | If ANI enabled, message played during ANI match |
ani_lookup_failed_phrases | Phrases | If ANI enabled, message played if inbound CID does not match a previously dialed phonenumber |
other_phone_lookup_phrases | Phrases | Optional: If ANI match enabled, message requesting caller enter their 10 digit number for secondary ANI lookup. |
other_phone_lookup_no_input_phrases | Phrases | Message if nothing entered for secondary ANI match |
other_phone_lookup_no_match_phrases | Phrases | Message played if secondary ANI match fails, asking to reenter 10 digit number |
other_phone_lookup_max_no_input_phrases | Phrases | Message played if secondary ANI match fails second time due to no numbers being typed |
other_phone_lookup_max_no_match_phrases | Phrases | Message played if secondary ANI match fails second time |
| other_phone_lookup_failed_phrases | Phrases | Message played if ANI fails and they do another phone lookup entering a phone number and it fails also |
welcome_message_phrases | Phrases | Greeting message after attempted or not attempted ANI lookup |
prehold_phrases | Phrases | Message played prior to attempt to bridge to agent. Always played to completion prior to bridging to agent |
hold_phrases | Phrases | Message played during attempt to bridge to agent or place on hold. Can be cut off by successful transfer. |
operator_no_answer_phrases | Phrases | Message played if caller reaches MAX WAIT value defined on the inbound service and the max_hold_to_vm_xfer set to "no". |
voicemail_number | 10 digits | Phone number used for the "voicemail". The caller will be bridged to this number in a few situations: call comes in while inbound hours are closed; if no agents are signed in or in ready; or caller reaches MAX WAIT on inbound and max_hold_to_vm_xfer is set to "yes". A *2 at the end of the phone number, ie 8773402031*2, indicates a livevox voicemail number. If no VM number, defaults to play operator_no_answer_phrases. |
voicemail_hold_phrases | Phrases | Message played while waiting for voicemail number to answer/receive call |
whisper_phrases_1 | Phrases | “Whisper” phrase played to agent prior to bridging call prior to agent confirmation (1 key) – would supersede all other whisper phrases |
whisper_phrases_2 | Phrases | “Whisper” phrase played to agent after confirming they want call transferred to them |
classification_id | Phrases | Associate the corresponding Classification ID (Agent Skill ID) as configured in the Agent Skill editor. |
opxfer_hold_menu_phrases | Phrases | Message with keystroke navigation options. After first play this is bargable (keystroke stops message and invokes action). |
opxfer_hold_menu_invalid_phrases | Phrases | Message if an invalid key is pressed (if before number of max retries (default = 2)) |
opxfer_hold_menu_noinput_phrases | Phrases | Message if no keys are pressed (if before number of max retries (default = 2)) |
opxfer_hold_menu_valid_keys | keystrokes, ie: 1,2,3 | Valid keystrokes for navigation |
opxfer_hold_menu_press1_voicemail_number | 10 digits | Number that caller is routed to after pressing 1 (can be a LV voicemail number) |
opxfer_hold_menu_press2_message | Phrases | Any message, call is terminated upon completion |
opxfer_hold_menu_press3_message | Phrases | Any message, call is terminated upon completion |
opxfer_hold_menu_start_time | in milliseconds | How long caller waits on hold before opxfer_hold_menu_phrases starts playing |
opxfer_hold_menu_timeout | in milliseconds | How long to wait for input before opxfer_hold_menu_noinput_phrases is applied |
opxfer_hold_menu_repeat_interval | in milliseconds | The opxfer_hold_menu_phrases message will continue to repeat each time this interval is reached |
| opxfer_agent_hold_phrases | Phrases | Message the caller hears if the agent puts the call on hold using the hold or transfer button |
opxfer_hold_menu_hold_key | keystroke | Navigation key that places caller back into hold queue out of the hold menu IVR |
max_hold_to_vm_xfer | no/yes | If "yes", max hold transfers to voicemail. If "no" plays operator_no_answer phrase |
| priority | 1-100 | Dictates the priority of calls in relation to other message templates within the same queue (Default value is 100 and the highest priority value is 1.) |
| personal_voicemail | no/yes | Enables personal voicemail |
| acd_proficiency_1_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1 |
| acd_proficiency_2_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1 and 2 |
| acd_proficiency_3_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2 and 3 |
| acd_proficiency_4_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3 and 4 |
| acd_proficiency_5_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4 and 5 |
| acd_proficiency_6_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5 and 6 |
| acd_proficiency_7_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5, 6 and 7 |
| acd_proficiency_8_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5, 6, 7 and 8 |
| acd_proficiency_9_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5, 6, 7, 8 and 9 |
| acd_proficiency_10_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5, 6, 7, 8, 9 and 10 |
1.6 HCI_1 | ||
| Property Name | Property Value | Description |
| enableAM | no/yes | Allows (yes) or disables (no) the option to use answering machine detection |
| enhancedAMD | 0/1 | No longer used (do not adjust) |
| priority | 1-100 | Dictates the priority of calls in relation to other message templates within the same queue (Default value is 100 and the highest priority value is 1.) |
| classification_id | ID number | Associate the corresponding Classification ID (Agent Skill ID) as configured in the Agent Skill editor. |
| max_hold_time | milliseconds | The same value set as the service dashboard setting for Max Wait, but the message setting will supersede the service dashboard setting |
| acd_proficiency_1_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1 |
| acd_proficiency_2_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1 and 2 |
| acd_proficiency_3_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2 and 3 |
| acd_proficiency_4_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3 and 4 |
| acd_proficiency_5_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4 and 5 |
| acd_proficiency_6_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5 and 6 |
| acd_proficiency_7_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5, 6 and 7 |
| acd_proficiency_8_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5, 6, 7 and 8 |
| acd_proficiency_9_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5, 6, 7, 8 and 9 |
| acd_proficiency_10_wait_time | 1-100 seconds | Wait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5, 6, 7, 8, 9 and 10 |