TLDialer

• DEAD CALLS ARE BACK!
  • You should now be able to tell when a client has hung up.
  • This plays nicely with Transfers as well. If an agent hangs up the transfer, the person transferred in will be considered a Dead Call and should hang up and then dispo.
  • If the client hangs up during a transfer, only the person who took the call will see it dead as they are still connected to the transferred person.
• Transfer Count
  • The Icon for the Transfer Menu will now update with how many people you are in a conference with! Wild! More to come with this!
• Call Menus added to Search. Queryable and works with Column Builder
  • Should make it easier to check out what is configured.`
• DID added to Search. Queryable and works with Column Builder
  • Should make it easier to check out what is configured.
• Removed 2 Queries from the TLDialer Processor, now should be a little faster. Also added a couple joins related to Transfers, which made slightly slower. All in all, no performance difference.

Sockets

• TLD itself now has the ability to push data to the sockets system to update leads and policies, and notify the user that this has occured, aside from another user.

Merge Leads

The long awaited Feature is almost here! You can now merge two or more leads together. The interface is pretty straight forward!

This is currently in testing. It works! But we want to be sure it is a smooth process.

1.  Check off boxes for leads you want to merge
2. Press Merge Leads
3. Choose Lead you want to merge INTO.
4. Select Fields you want to Keep / Protect from that lead.
5. For each Lead being Merged In, select the fields you want to merge in, (There is a check all button).
6. Drag and Drop the Leads in the order you want them to merge from first to last.
   1. Example, if You are merging 2 (3 Selected) leads into lead 1, and lead 1 has no first name, but Lead 2 and Lead 3 have two different first names, it will accept Lead 2’s First Name, then afterwards overwrite that with Lead 3’s First Name.
      1. If you need to merge a different field, you can always Remerge a merged lead, as the lead data is the only thing left on the record besides a note in the action log as to where the lead was merged to (which will not be remerged)

Notes

• Notes now have an Account ID associated with them for later search features

Dependents

• Dependents now have an Account ID associated with them for later search features

Favorites

• Favorites now have an Account ID associated with them for later search features

Callbacks

• Callbacks now have an Account ID associated with them for later search features

Survey Answers

• Survey Answers now have an Account ID associated with them for later search features

Survey Questions

• Survey Questions now have an Account ID associated with them for later search features

Lead Relational

• Lead Relational now has an Account ID associated with them for later search features

Contacts

• Fixed Dependent, Policy and Note Grab Tabs. They should all work now. Some minor CSS and JS issues prevented them from all working consistently.
• When a contact is in “Merged” status, the lead can no longer be modified or saved.
• Fixed a CSS Issue with Subsidized Premiums on Smaller Screens.

Policy Statuses

• Added Pending: Documentation. It can be disabled.

General

• Date Quarters logic fixed up.
• Fixed an issue with Indexes related to Touchpoint Queries.
• More system optimizations, less memory usage, less time processing.
• Refactored some old internals.
• Removed unused code.
• Refactored Menu and Filter Open / Close code. Makes more sense now.

TLDialer

• If you are using the Webphone, TLDialer will now use TLDSIP’s DTMF Tones instead of Vici tones, as Vici tones are slow and unreliable.
  • The Dialpad works the exact same way.
  • The Dialpad should be near instant now as you press buttons.
• The Dialpad no longer hides when pressing buttons.
• Made a fix for callbacks not setting the proper callback status even though the callback went in.

TLDSIP

• When making a blind call, TLD SIP will now ring
• An Audible click noise will be played when a call connects
• An Audible pop noise will be played when a call disconnects.
• If a call is rejected or fails, a busy noise will be played.
• You can now hear DTMF Tones when you press them. They are synced to the same speed the phone sends them.
• DTMF Tones now send via RTP.
• Upgraded to latest SIP Version.

TQL

• There was a problem with the TQL Caching function, it has been corrected.

Dialer Contacts

• Fixed an issue where Policies were being saved / updated even though they didn’t need saving. This had to do with the new Products Matrix system.
• Fixed issue with initial load of Unsaved Policies and such being arrays instead of objects. Somehow still worked…

TQL

• EVEN MOAR FASTER!
  • Making use of a new Caching method for our TQL Schemas, which have reduced processing time by about 400% for the new system.
• Fixed a bug with Counts and Columns
• Fixed a bug with Exports in TQL / TLDialer. They should work again.
• TQL is now PCI and PHI protected.
• TQL now has a Debug Log so we can monitor performance.
• Fix for Multi-Group By

TLDialer

• Added Channel Psuedo Columns to Live Channels, Live Sip Channels and Auto Calls. This parses out the Channel info to make things easier on us in the future.
• TLDialer Leads
  • Added Relationship to DNC  to the List Schema for Phone Number and Alt Number. This will allow you to pull Reports based on the presence or absence of a phone number in the DNC. Check the filters tabs!
  • The TLDialer Leads Table has had a secondary button added to find a lead in TLD based on the Lead ID or the Vendor Lead Code, if present. The second button will still open the lead in TLDialer Admin mode.
• Fixed a MASSIVE issue, although a very small codefix, related to how we check wether an agent is on a call or not. This should hopefully fix some of the “Can’t hangup or leave conference” issues.
• Fixed an issue with Updating Leads in TLDialer. Leads should update now regardless of wether you are on TLDialer or not, as long as TLDialer is enabled for the account.
• Added ability to Emergency Force Logout an Agent from the Live Agents screen. It is the only red button. Careful!
• Fixed some Transfer Logic. We found an issue specifically with Blind Transfers to Ingroups / Queues. They should work properly now.
• Transfer buttons now will give feedback as to what the heck they are actually doing instead of staying silent. They should tell you EXACTLY what they are trying to do, wether it is transfering to an Agent, a Queue, or an external number. They will also tell you the type of transfer you are attempting.
• Started playing around with the Hangup commands to see if we can get to the root cause of the calls not hanging up during transfers randomly, although we feel the previously mentioned fix may fix it!

Massive Speed Improvements

• Found a way to almost increase the system speed by over 300%
• Also increased Database query speeds system wide.

Uploader Changes

• You can now upload Lead ID as a Field. This field will only work with Updates. If a Lead ID is used as Criteria, then it will not insert the lead.
• Mappings now build over time instead of requiring you to remap a file to a vendor every upload.
  • This means if you Map for with Columns Agent, with Values of Agent1 and Agent2 but later load up Column Agent in a different file, but with Agent3 and Agent 4; Agent 1 and Agent 2 still be mapped even if not present. It will not be required to have those in the file however to upload, just the values present in the current file.
    • There are buttons now to clear the current mapping set (while preserving historical Agent1 and Agent2). And there is another button to clear it entirely including the previous uploads mappings.

TLDialer

• Fixed a bug with Reconnecting.

MASSIVE PATCH

Though it may not seem like it…

TLDialer Updates

• Transfer Agents Table now has a more robust simple query.
• When a lead comes in that is not in TLD, TLD will now accept ALL data from TLDialer to fill in the blanks, not just the phone number anymore. We do a reverse lookup in TLDialer to get the fields.
• TLDialer will now play a very loud noise when a call comes in. Yes, the sound is the siren from “The Purge”. This is a bassy tone that should get your agents attention.
  • Don’t worry, the client CANNOT hear this noise, as it is played locally on the computer.
• If an agent is in another tab while a call comes in, a popup will open and notify the agent that they have an incoming call. They must click “OK” to dismiss this popup. This popup will not display if the agent has the tab currently active.

TLDialer Bug Fixes

• Found and fixed a bug where Lead Data was not syncing back to TLDialer.
• Found and fixed a bug with callbacks.
• Fixed an issue on the Live Agents Screen where icons were changing that didn’t need changing.

TQL – Total Query Builder

My pride and joy. This finally went in this patch and is being used with the TLDialer portions of the system. It now supports TLDCRM itself, and we will be migrating and moving sections of the system to use TQL for the future. All newer sections of the system will be using TQL as a baseline for building queries as it is built with the interface of TLDCRM in mind. This will allow us to create robust click and drag reports as well as many other interesting features. This built off the idea that launched early 2018 with the Column Builder and the Leads and Policies sections. We can now support all sections. Some filters may break once this goes live for TLDCRM, but should be easy to correct.

Products

• Products system now has an option to hide policies instead of showing an error and making them unselectable when in an incorrect state or zipcode.

Filters

• Fixed a massive bug in filters system. A race condition could sometimes cause all columns to be selected randomly when saving.

Leads

• The Filters opener has now been turned into a aqua blue button to prevent confusion, since most people couldn’t find it. It behaves exactly as it did before.

Policies

• The Filters opener has now been turned into a aqua blue button to prevent confusion, since most people couldn’t find it. It behaves exactly as it did before.

Users

• Added Ability to “Kill User” from Mass Update. This will properly set the user to deactivated, and any TLDialer User and TLDialer Phones to the proper Inactive and Closed statuses.
• The Filters opener has now been turned into a aqua blue button to prevent confusion, since most people couldn’t find it. It behaves exactly as it did before.
• Added an edit button in conjunction with the non-intuitive double click row to edit.
• Sorted action and info buttons into actions column.

Vendors

• The Filters opener has now been turned into a aqua blue button to prevent confusion, since most people couldn’t find it. It behaves exactly as it did before.
• Added an edit button in conjunction with the non-intuitive double click row to edit.
• Sorted action buttons into actions column.

Relays

• The Filters opener has now been turned into a aqua blue button to prevent confusion, since most people couldn’t find it. It behaves exactly as it did before.
• Added an edit button in conjunction with the non-intuitive double click row to edit.
• Sorted action buttons into actions column.

Style Fixes

• Table Headers should now Bottom Align instead of top. Makes it a little easier to read.
• Fixed minor issue with multi-checkbox labels

Core Changes

• Some Core Files Changed / Modified and Removed.
• Cleaned up some Depracated code in the system.
• Promisified some functions that needed promisifying.
• Found an issue where loading services would create a new instance no matter what. Fix should improve performance and memory usage.

Pricing Matrix Now Live!

The pricing matrix is now fully functional. Based on what your agent enters in the policy and lead, it will automatically fill in prices based on your settings if you set them.

We have reworked the Pricing Module to enable enhanced options when building your product pricing matrix. Eventually we will be creating some standard sets that can be copied straight from our master table definitions to ease the data entry workload.

We are very excited about this module and how it works we will below give you some basics as to what your agents can expect.

We will be expanding on the agent experience and rules sets in the coming months based on feedback.

The Agent Experience

• When selecting options, Required fields that have been selected will be highlighted in Green, and those still missing will be highlighted in yellow.
• Once a product has been fully set, the pricing matrix will use the same “Undo” functionality that comes with multi-user updates. It will be possible to unset the new value to what it was in case this was not desired.
• Products that have already been set will not be colored green or yellow unless a change has been made.
• A notification will be given when pricing has been updated due to new selections.

The Admin Panel

The admin panel is complex, but we have made it as easy as we could for data entry and to configure your products. The Pricing Matrix has a series of tools that lets you filter certain permutations or combinations of permutations and copy prices straight down or to all available. This way when you have a certain option where the premium is always the same, you can just type it in once and be done after clicking copy all with a filtered option.

• If you want a field to be included in the Pricing Matrix you must check off to use in that Permutation Matrix.
• If you want to lock fields to only the options provided, you must select Lock Field.
• If no price has been set on a permutation, it will not be autofilled. You can still manually fill this in (as long as the manual fill lock is not checked)
• If you want your agents to not be able to type in premium, enrollment fee, or admin fee, you can lock these fields in the Options tab.
• Fields that would normally allow you to type in things like “Deductible” and others, can be locked, which will convert them into dropdowns automatically forcing the agent to pick one of them. If you would like a blank or 0.00 option please make sure to type in 0.00.
• Some fields are not allowed in permutations, such as Deductibles.
• When using the Age Permutation, you will be given levels of ages in the permutations, which will change prices based on the age set.
• Depending on the carrier of the product being configured you may be presented with extra options in the Pricing Matrix, such as Admin123 Benefit ID. This allows us to create dynamic product based codes for sending to third parties via API and the Submit System.

Please note, that the Pricing Module and the Validation Module work in Conjuction. You would still want to set your Product Validations to stop the agent from proceeding before the pricing module takes effect.

Reports

• Fixed a minor issue with the new Policies Report. When clicking an Agent name it was not filtering for the proper agent.

Vendor Stats

• Added a new way to let your vendors know what is going on with your leads. Now you can choose from different options in the “Stats” column which will give more search and control to the Vendor when looking through their leads. In this case this also works for both Inbounds and Outbounds configured for the vendor, instead of searching through the vendor log. Also includes exportable CSV for the Vendor.

Advanced Leads Grouping

• You can now group leads by pretty much anything. Coming soon to policies section. The current grouping options section and Aggregate Checkbox has been moved to a Multicheckbox and instead of the Not flag, has a Aggregate Flag.

TLDialer

• Added 3 second delay between clicking buttons in TLDialer. This prevents the issue with agents clicking too many times and originating too many calls to transfers and the like.
• Fix for when there are more than 100 ingroups and they were not all showing (Yes, one of or clients has over 500 ingroups! Wow!)

TLDialer

Add Users to Ingroups from TLDCRM!

• It is now possible to add Users to Ingroups while Editing or Adding a user!
  • There will be a Multi-checkbox that will show the currently allowed Ingroups for the user, this list is also filterable for quick searches.
• When adding or Updating a user, we now automatically upsert Available Campaigns and Ingroups into the related user tables, no more having to click save on the user after creating them.
• If you modify a users ingroups available, it will automatically insert itself into the Vicidial Live Agents table and grant immediate access to that ingroup for that user.
  • In the future, if the agent doesn’t have auto join ingroups set, this will just provide the ingroup as a new option to join instead.
• Update functions now also always add users into the proper campaign tables in case they have not been added to new campaigns.

Mass Add, Remove, Drop Ingroups from TLDCRM!

• You can now use the Mass Update Tool to Add, Remove or Drop Ingroups from whole groups of Agents. You can use these functions in conjunction too, for instance you can drop all and add some, or remove some and add some.

Other TLDialer Changes

• Allowed ability to Manually Assign a TLDialer “User” over our automatic method of creating them via TLD User ID. The Phones extension will match the “User” set, as well when creating a phone along with it.
• Changed some Defaults for Adding and Editing users and phones. Locked some fields from being edited. (For your safety!)
• Reworking some original sections to work with new Query system instead. Much more efficient.
• Found a Possible Bug, where some API Commands may or may not work if API access was not granted on the user. Commands would run, but it seems like some random problems would arise for users without this setting. We are testing this and hoping for good results.
• Added Voicemail ID as a Immutable Setting on the User edit and creation forms, without this, voicemails would not work (even though they were set on the phone itself).
• Reworked Transfer List Query to use new Query system instead of custom code previously written.
  • Transfer Groups should still respect campaign settings.
• Ingroups Available Query now respects intersection of Agent and Campaign ingroups.
  • This will be used to allow people to choose ingroups in the future instead of just auto setting.
• Made live_agents user unique.
• Set user_groups user_group field as primary, even though the table has no indexes at all…🙄
• Added Live Agents Relationship to User Table.
• Cleaned up DB Param Binds Protection.
• Reordered cleaning of Data and checking for Missing Params in TLDialer Get, Update and Insert
• Removed Some Functions
• Reworked Some Functions
• Reorganized Functions into a somewhat sane order.
• Added Data Dash Array Function to deal with Matt’s crazy text arrays…
• Removed Tabs separating Dialer & Phone from User Add and Edit, this was causing some confusion. They are now simply side by side.

Users

Add All User Info on User Creation!

This one has been a long time coming. It is now possible to add user roles, abilities, groups and other meta on user creation. No more creating the user then having to find it and reopen it to edit.

Other User Changes

• Reorganized the User Table. Removed Email (and placed as Tooltip on Username). Added “Info” column with icons related to TLDialer such as Ingroups (click for list!), Webphone Enabled and Sockets Enabled.
• The Add User panel has been reworked! You can now add everything related to a user on creation, including roles, abilities, user groups, and other settings including TLDialer Users and Extensions. No more Adding, then Editing the user. Yay!
  • Yes, this was a loooooong time coming. This was one of the original modules in the system from 5 years ago.
• Clarified Timezone and time settings by showing their defaults when not set.
• Removed A1 Integration Settings since it is now part of Admin123 Integration Settings.

Reports

• Added Report: Agent Policy Production
  • The purposes of the report is to allow people to see an Agent Report similar to the Agent Dashboard, but with the ability to seach via Conversion Dates, not just sale dates. This is for call centers that get paid on post dates that are converted today, rather than the day they are posted.
    • Defaults to Date Converted Today
    • Can select specific Statuses if desired.
    • Can Mix and Match Date Converted and Date Sold on the Policy.
    • Each Result will have a link to that specific search for that specific agent and the query parameters provided.

Meta

• Added ordering to Multi-checkboxes to make them more predictable.
• Fixed a minor notice (invisible) regarding special fields and columns.

Lead Uploader

• Now, when posting leads, the “source” of the file will be set to either upload, post or ftp
• An Upload ID will now be Attached to every Vendor Log if it was imported via Upload or FTP.
  • This Upload ID can be used to make corrections if things didn’t go right.
• You can now Force Skip Relay Send from the Option Panel for all Leads being Uploaded.
• You can now Force Skip Relay Send from the Option Panel for all Duplicate Leads
• Added Relay Messages to the Response Column.
• Added “Response” column to keep the response we get from uploaders, etc. We reused the Third Party Text Field from ages old before we had relays…
• Removed Third Party Code, as it is no longer used or even in the code of the system.
• Cleaned up Logging Functions. Much more Dynamic now, will let us do much more with the uploader later..
• Reorganized the Check-boxes in the Options Dropdown.
• Added Vendor Name, Upload ID, Reference ID, Progress, Current to the Lead History Section.
  • Reference ID pertains mostly to Error Files, it will let you know which upload it is an error file for.
• As leads are inserted in the Uploader, they will update the new “Current” field in the Upload List. This will also Update the “Progress” field with how far it has gone.
• Added new Upload “Types” -1 Failed and 0 Processing. Types will be updated based on what the uploader is doing.
• Added new_ftp_lead to action logs for filtering.

Vendor Logs

• Added “Response” to Vendor Logs JSON Output.
• Added Source and Upload ID Search boxes to Vendor Logs. (Nice for Relays!)

FTP Lead Sync

• Resolved FTP Firewall Issues. It was CSF…yet again.
• FTP Sync can now be Run Without documents using the documents_skip flag.
• FTP Sync can now be Run for a previous Upload that did not get documents with the documents_upload_id flag.
  • You must set this to an Upload ID of a previous Upload. It will error out if it cannot find any records.
• FTP Sync in the Vendor Tab now has a button you can click to try and run it. Careful!

Error Logging

• New more robust error logging solution.

Dialer / Contacts

• Remove Check for Logs and Recordings when no lead present.

Other

• Fixed Minor PHP Notices in the Menu System.

Vendor Lead Posts – Custom Fields

• Receive Custom Lead Fields
  • You can now receive Custom Fields via Lead Vendor Posting.
  • The Vendors have a new option called “Import Custom Lead Fields”
    • When Enabled, the Post Map will show a mapping section for Custom Lead Fields
      • This will only show custom lead field maps that have no vendor filter, or are a vendor in the filter list.
    • When receiving leads on an enabled Vendor, the system will look for a map first. If not found, it will still check for the defined lead custom fields that either have no vendor filter or are in that vendor filter list.
    • The Uploader will also work with Custom Fields. Does not required a pre-saved map.
      • The uploader will ask you to map the possible data points to your custom if you have a “Source” set, which is usually the case with Select Menus that are using another field dataset in the system. The uploader also respects the vendor specific limitations on fields.
    • The Vendor Map is not required for the fields to be posted in, however we provide it so that you can customize it if needed as usual.
    • *If you change your Custom Lead Map Names, it will break any implementation you have with vendors using them, as the reference is no longer valid. The same applies if you add a Vendor filter to a field and forget to set an active implementation, it will filter it out. We recommend not changing Lead Custom Field names unless absolutely necessary. It also will leave your previous data orphaned, as we are checking for a new field reference.
    • If no fields are provided, no lead meta will be inserted.
    • Custom Lead Fields will not insert if the lead does not insert.
    • Custom Lead Fields will insert / overwrite if Update Lead on Dupe is selected in the Uploader.
    • Fields are automatically filtered and cleaned by type set in the Lead Custom Fields section. Changing field types can have adverse effects and leave your data orphaned since we use different columns for certain types. Some types such as Currency and Decimal use the same field and can be changed.
• Found a bug with system fields in Dependent Upload validation in the uploader / post system. Fixed.
• Dupes will now correctly print out their dupe Lead ID in the error document, and also show a link in the Uploader Menu so you can open the offending lead.
• Reduced Server Load on bulk imports by not sending a ping to the Relay system if no relays are configured for the vendor.
• Total Relays Queued now shows in the Uploader, or a message if the relays were not configured.
• Set some Defaults to Vendors, and removed some Blank options that should always be set when adding a new vendor.
• Added Vendor ID to Top of the Vendor Edit Form.
• Added Import ID to Top of the Vendor Edit Form.
• Added List ID to Top of the Vendor Edit Form.
• Fixed a bug specifically with the Language Field in Vendor Validations. Apparently I renamed language to language_id, even though its language in the database, causing some issues and not allowing a disposition when language was required.
• Reordered the way the dupe checker works, it will now give you the LATEST lead for the criteria specified, and it will give sort by latest converted, then by lead_id. This should get you the freshest, most worked lead as the dupe.

Products

• Lots of changes to look and feel of products. Redesigned Tabs to make it more clear where you are.
• Updates to the way Settings works and merges changes.
• Mass Update Has some new options to pull the settings from the master table if it is configured. You can also reset all settings on specific fields.
  • Settings includes all options besides main product info like name, type, etc.
• Force Show Fields and Sections per Product
  • New Option to Force Show Fields and Sections for particular Products. This is useful in combination with the Global Hide Fields and Sections under Settings -> Options -> Dialer
  • For example:
    • Sections
      • You can Globally Hide Marketplace Sections
      • You can then Force Show Marketplace Section for a particular Product.
    • Fields
      • You can Globally Hide Life Insurance Fields
      • You can then Force Show Life Insurance Fields for a Particular Product.
• Pricing Matrix
  • Pricing Matrix can now be enabled or disabled, so you can set up your pricing matrix without effecting your agents.
  • The Front end Section is almost ready for launch.

Users

• Fixed an issue where user Modifier wasn’t being set on Update.

TLDialer

• Single Click Login
  • There is now an option to allow Agents to login without choosing a campaign, when they only have one campaign available. Simple clicking the login button will start their TLDialer Session. Ask us to Enable it.

Dialer Action Log

• Fixed an issue where Custom Fields were showing up as changed every time.

Vendor Log

• Fixed a minor issue with json display on Vendor Log. Should always be correct now.

Fields

• Lots of changes to look and feel of fields. Redesigned Tabs to make it more clear where you are.
• Updates to the way Settings work and merges changes.

Carriers

• You can now have multiple phone numbers show up per carrier with their own custom labels and transfer types.
  • We made this visible throughout all phases now, not just Verification. This is particularly useful for calling Medicare carriers to determine eligibility while quoting, or customer service after the deal is closed.

TLDSIP

• TLDSIP Interface will now show at the bottom left corner of this Dialer screen.
  • When logged into the Dialer, the TLDSIP Bar will disappear.
  • You can call an external number with the TLDSIP Interface, there is no need to add a 9 or 1, they will be stripped and the 9 and 1 added automatically.
  • You can call an internal number with the TLDSIP Interface, just dial the number. This is going to be primarily used for Voicemail configuration for agents.

Policy Workflow

• We found a missing button in the Policy Workflow due to our allowing of negative statuses during the Policy Submission process.
• We have added the Submit button when a Policy is in Negative status, but has been verified.
• We have also added some documentation related to policy workflow here: TLDCRM – Policy Workflow

Improved Import Schemas

• Made some improvements to import Schemas
• TLDialer Sections should now properly sort, including via imported schema.