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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 NameProperty ValueDescription
idsequence_intro_phrasesPhrases

Played during Answering Machine Detection

machine_phrasesPhrasesPlayed when Answering Machine is detected

live_person_phrases

PhrasesPlayed 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_spanishno/yes

Automatically plays agent message in Spanish after playing in English

1.2    QC_ALL_TYPE

Property NameProperty ValueDescription
EnableAMno/yesAllows (yes) or disables (no) the option to use answering machine detection
EnhancedAMDno/yesNo longer used (do not adjust)
machine_phrasesPhrasesPlayed when Answering Machine is detected
hold_phrasesPhrasesPlayed while call is waiting to bridge to agent
op_no_answer_phrasesPhrasesPlayed if call is unable to bridge to agent by Max Wait time
classification_idID numberAssociate the corresponding Classification ID (Agent Skill ID) as configured in the Agent Skill editor.
repeat_machine_phrases_in_spanishno/yesAutomatically plays answering machine message in Spanish after playing in English
max_hold_timemillisecondsThe same value set as the service dashboard setting for Max Wait, but the message setting will supersede the service dashboard setting.
priority1-100Dictates 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_phrasesPhrasesPlayed when call is put on hold by agent
acd_proficiency_1_wait_time 1-100 secondsWait time value for looking up an agent with strict classification and proficiency 1
acd_proficiency_2_wait_time 1-100 secondsWait 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 secondsWait time value for looking up an agent with strict classification and proficiency 1, 2, 3 and 4
acd_proficiency_5_wait_time 1-100 secondsWait 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 secondsWait 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 secondsWait 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 secondsWait 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 secondsWait 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 secondsWait 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 NameProperty ValueDescription

idsequence_intro_phrases

PhrasesPlayed first; where AM detection occurs

idsequence_id_phrases

Phrases and key Click promptOccurs second if AMD succeeds; option to prompt for keyClick (1 for right party, 2 for Alternate/wrong party)

idsequence_press1_prehold_phrases

PhrasesPlays prior to attempting to transfer call to agent, plays to completion unless DTMF detected

idsequence_press1_hold_phrases

PhrasesPlayed 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

PhrasesPlays prior to attempting to transfer call to agent when customer selects an invalid key

idsequence_invalid_hold_phrases

PhrasesPlayed 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 promptIf 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

PhrasesStall message waiting for right party

alt_party_menu_press1_hold_phrases

PhrasesPlayed 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

PhrasesPlays 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

PhrasesPlayed 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

PhrasesPlayed when Answering Machine is detected

not_available_phrases

PhrasesPlayed when customer initially indicates they are not the right party and then selects option 2, that right party not available

failed_op_transfer_phrases

PhrasesAttempt to bridge into an agent fails

wrong_number_message_phrases

PhrasesPlayed 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/yesAutomatically plays answering machine message in Spanish after playing in English
acd_proficiency_1_wait_time 1-100 secondsWait time value for looking up an agent with strict classification and proficiency 1
acd_proficiency_2_wait_time 1-100 secondsWait time value for looking up an agent with strict classification and proficiency 1 and 2
acd_proficiency_3_wait_time 1-100 secondsWait time value for looking up an agent with strict classification and proficiency 1, 2 and 3
acd_proficiency_4_wait_time 1-100 secondsWait time value for looking up an agent with strict classification and proficiency 1, 2, 3 and 4
acd_proficiency_5_wait_time 1-100 secondsWait 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 secondsWait 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 secondsWait 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 secondsWait 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 secondsWait 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 secondsWait 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 NameProperty ValueDescription

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_phrasesPhrases

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 secondsWait time value for looking up an agent with strict classification and proficiency 1
acd_proficiency_2_wait_time 1-100 secondsWait time value for looking up an agent with strict classification and proficiency 1 and 2
acd_proficiency_3_wait_time 1-100 secondsWait time value for looking up an agent with strict classification and proficiency 1, 2 and 3
acd_proficiency_4_wait_time 1-100 secondsWait time value for looking up an agent with strict classification and proficiency 1, 2, 3 and 4
acd_proficiency_5_wait_time 1-100 secondsWait 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 secondsWait 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 secondsWait 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 secondsWait 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 secondsWait 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 secondsWait 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_phrasesPhrases 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_phrasesPhrasesMessage 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

priority1-100Dictates 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_voicemailno/yesEnables personal voicemail
acd_proficiency_1_wait_time 1-100 secondsWait time value for looking up an agent with strict classification and proficiency 1
acd_proficiency_2_wait_time 1-100 secondsWait time value for looking up an agent with strict classification and proficiency 1 and 2
acd_proficiency_3_wait_time 1-100 secondsWait time value for looking up an agent with strict classification and proficiency 1, 2 and 3
acd_proficiency_4_wait_time 1-100 secondsWait time value for looking up an agent with strict classification and proficiency 1, 2, 3 and 4
acd_proficiency_5_wait_time 1-100 secondsWait 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 secondsWait 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 secondsWait 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 secondsWait 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 secondsWait 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 secondsWait 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 NameProperty ValueDescription
enableAMno/yesAllows (yes) or disables (no) the option to use answering machine detection
enhancedAMD0/1No longer used (do not adjust)
priority1-100Dictates 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_timemilliseconds

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 secondsWait time value for looking up an agent with strict classification and proficiency 1
acd_proficiency_2_wait_time 1-100 secondsWait time value for looking up an agent with strict classification and proficiency 1 and 2
acd_proficiency_3_wait_time 1-100 secondsWait time value for looking up an agent with strict classification and proficiency 1, 2 and 3
acd_proficiency_4_wait_time 1-100 secondsWait time value for looking up an agent with strict classification and proficiency 1, 2, 3 and 4
acd_proficiency_5_wait_time 1-100 secondsWait 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 secondsWait 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 secondsWait 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 secondsWait 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 secondsWait 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 secondsWait time value for looking up an agent with strict classification and proficiency 1, 2, 3, 4, 5, 6, 7, 8, 9 and 10
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