Blog

TLDialer

• TLDialer Live Agents now shows who the Call is in Queue for when it is agent_only ( Agent Direct )
• Added New Relationship between vicidial_auto_calls agent_only field and user table.
• NANA – No Agent No Answer
  • Now Supports Transferring after Expiration alongside Busy and Hangup. This allows the phone to “Ring” when an agent is on pause, but still direct to Voicemail if they don’t log in.
  • Now Support Transferring to AgentDirect Overrides instead of just Ingroup.
• Updated Method to Detect Who is Logged In Via Sockets. Everyone should be default to Sockets. Originally, the Account ID for the User was set based off the User’s account, now it is based off the Currently logged in account. This enables us to use the Socket Method Across accounts with Multi-user capabilities.
• Call Queue & Direct Queue
  • Added total_direct to both Socket and Non-socket method, which is a count of the AGENTDIRECT calls in queue for the agent.
  • Added queue details back to Socket method so we have details to use later, as well as improved the simplicity and efficiency of the query.
  • Queue Counter will now turn Red when there is an AGENTDIRECT Call for the Agent in Queue.
  • Direct Queue can now create a Popup if configured in TLDialer Settings, letting the agent know they have an AGENTDIRECT Call, and who it is from. This supports Multiple Agent Direct Calls in queue at once. Ask us to Enable this.
  • Direct Queue can now Ring a Phone Ringing sound when the agent is PAUSED and they have an AGENTDIRECT Call, if configured in TLDialer Settings. Ask us to Enable this.
• We can now remove the Vicidial “Pop” that occurs when a client gets Transferred into your conference. We will be rolling this out as standard for all accounts as it should increase contact ratio’s and prevent people from hanging up once they hear what sounds like a Dialer Transfer.
• We have replaced the “You are the only person in this conference” with “Welcome to TLDialer. Unpause to get started.”
• Due to the removal of the Vicidial Pop, On an Incoming Call, Outbound or Inbound, we will play a tone to notify you that your have a call coming in, the client will not hear this tone. Some of you already had this enabled on top of the Vicidial Pop as it was often inaudible or too short for Agents. This will remain the same for those accounts, but still have the Pop Removed.
  • The incoming call sound can be customized, just let us know what sound file you would like to use.
• We can now send a copy of Recordings to an FTP of your Choosing.
• Clarified Which Outbounds are Manual vs Outbound Dials in the Logs.
• We not have an option for a larger TLDialer bar for those with limited visual capabilities.
• Fix to default user group for mass edit users.
• Mass Edit TLDialer -> Leads now works properly. We removed ability to change call count as this can cause many problems.
• TLDialer Hopper
  • This will show you leads currently in the Hopper
  • You can now manually add leads into the hopper from the TLDialer -> Leads screen, with a custom priority. Normally leads go into the hopper as PRiorit 50 or 99 from the Post system, and as Priority 0 from the Campaigns. If you want them called last set the priority between -1 and -99, if you want them dialed right now set it to highest priority, or whatever priority you like.
    • If the lead already exists in the hopper, it will have it’s priority updated to what you selected.
  • Clicking the Leads in Hopper from the Live Agents page should show take you to the hopper and have any campaign filters from the Live Agents page already set.
  • You can now remove leads from the hopper from the TLDialer -> Hopper Page and the TLDialer -> Leads Page
• FTP Backups
  • TLDialer can now backup your recordings to your own FTP nightly for the previous days recordings. We can also push all existing recordings to an FTP. Ask us to set it up for you!
    • *Note: Pushing all recordings can take some time depending on your rate limit.
  • Supports Rate Limits / second

Custom Fields

• The new 7.0 Custom Fields now work properly with the Lead Uploader and should allow you to map fields accordingly.
• Posting Fields should work as well.
• *Known bug, if your fields aren’t saving, open the vendor map, hit “Save” and it should work again, also make sure the Vendor is set to allow import custom.

Lead Tags

We are finally taking steps towards automation with Lead Tagging. Tagging is a great way to track leads aside from their current status. Tags Normally are not settable by Agents, we make make a special “Tagger” role and Abilities to View, Add or Remove Tags in the future depending on Feedback. The following automation has been added

• Lead Statuses can be customized to “Add Tag”, “Remove Tags”, or “Drop All Tags” on Press of the Status
• Vendors now have 4 Multi-Checkboxes for Lead Tags under the Automation Tab. This allows you to add Tags to the Lead on Creation within the following Scenarios.
  • Add Lead Tag on FTP Create Lead
  • Add Lead Tag on Post Create Lead
  • Add Lead Tag on Upload Create Lead
  • Add Lead Tag on Inbound Create Lead
• Lead Tags Settings are Not retroactive, so you can, for example, have all leads that come in for a month tagged with one lead, then change the tag for the next month for all new leads to be tagged differently.
• As before, you can also Mass Add, Remove and Drop tags from the leads table
• You can also filter leads based on lead tags.

Happy Tagging!

Fields

• Added FTP Credentials Meta Custom
• You can now export field sources a JSON.

TQL

• Found and corrected yet another deep nested bug.
• Improved system performance and memory usage.
• TQL Search Boxes should now work! Some just default to primary key search but we are adding more in as we can.

Uploader

• Clarified Some of the Uploader Messaging and Tags
• Uploader now has Filter Select and more robust info on what vendor you are choosing.

Policies

• Fixed a display issue with Terminate date being calculated when the duration is 0.
• The beneficiaries section now has an “Add Another Beneficiary” button to add another. Beneficiaries by default get 100% of the benfit. If you add a numerical percentage to an additional, it will subtract from that 100% automatically. You can add as many as needed. They will show up before the contingent beneficiary.
• Added Save buttons in each policy section
• Moved Copy buttons near save buttons.

CSR

• Minor fix to CSR section, no longer forces all settings even on refresh.

Vendors

• Vendors can now have CORS Domain Settings configured when Posting. This allows you to use jQuery or Javascript to post leads into the CRM without that pesky Cross Origin Resource Sharing message.

Commissions Received

• You will now get an error message when trying to add “First, Full, Last” commission Types if they already exist for a particular policy.
• When adding “First” commission type, the “Legacy: Paid” checkbox will automatically check itself and it will stamp the Date paid with the date paid on that commission record.
• When mass editing, recalculations now occur on the policy being edited to, as well as policies that have had that commission removed from them.

Miscellaneous Updates

• Updated to Latest NodeJS

7.0 is coming along full force. The remaining issues with the Schemas and Database methods have been ironed out and we should be ready to launch the explore section shortly once a bit of interface work is done.

If you love TLD Please, please please give us a kind Review on G2 Crowd here! We are 4 shy of enabling another category on their platform. It will help us grow, and in turn, help you grow.

TLDialer Updates

• New Option: Notify Agent when an Agent Direct Call is in Queue. A popup will open if a Call enters an Agents Queue and they are either on a Call, Dispo or Pause, notifying them that they should leave pause to grab the next call as it is Directly to them. The Queue Icon will also turn Red while the call is in the Queue and go back to blue once it either drops or is transferred to the Agent. Ask us to Enable it if you like!
• Added new VICIDial Admin button in the TLDialer Sidebar.
• When you click your Name in the Top Right, if you are a manger or higher you will see your Password among your credentials, Click the password to copy it so you can more easily log into the VICIDial Admin Panel. Unfortunately VICI uses PHP_AUTH which requires you to enter in the username and password manually, we are investigating workarounds, but aside from creating a separate script that lives in Vici, we have had no luck after trying Various methods ( Dang you CORS!!!! ) We try not to touch the VICIDial Codebase to keep it pristine and workable for Open Source Releases and Updates.
• If you are using TLDialer and you Clone a Vendor, a List will now automatically be created based on the Cloned Vendors list but with the New Cloning Vendors List ID, if it has one attached. This is similar to adding a new vendor, just a little more automated.
• Added Lead List Active to TLDialer Leads Filters.
• Minor Fix to Vendor Meta. Trimming Values so that we don’t have phone numbers with spaces on inbound_phone causing numbers not to detect and join for easy management.
• Fixed an Export Bug in some TLDialer Sections.

TQL Updates

• Fixed an ordering issue with Join Columns by using Hashes. Faster and More Efficient now.
• Fixed a Join Ordering Issue with similar methodology, also faster and more efficient.
• Created TQL Debugger to both Log Queries when needed, as well as instantly notify us via Slack whenever a query goes wrong so we can fix it ASAP. THis has allowed us to correct the last few minor kinks during the soft launch.

Custom Fields

• Lead Post System now works with new Custom Lead Fields including Mapping and Uploads.
• Custom fields can now be hidden based off of Lead of Policy Data and Criteria.
  • Criteria Includes: Lead Status, Policy Status, Lead Tags, Policy Tags, Vendors, Vendor Groups, Carrier, Product, Plan,
  • Every Filter Option also has an Option to show on a “New” lead, regardless of Filter Criteria.
• Custom Fields can now be shown or hidden based off of User Roles, Abilities, Levels and User Group Membership.
• Custom Fields will no longer write to DB if they don’t have a previous value and no values are provided. This will save us some space. If you write to a custom field and then delete the value, it will keep the meta record, but null out the value instead. Yay for saving space!
• Removed Remnants of Old Custom Lead Model.
• Disabled old Custom Meta section in Leads, prepping for Explore Section to Launch this Weekend if possible!

IVR Surveys

• Refactored / Removed Auto-Fill of Values in IVR Questions and Surveys, and show Placeholders instead, making it easier to customize. Why store the data unless we are going to use it?
• Added More Default Prompts to IVR Presets and Survey IVR Configs.
• IVR Surveys now have a True Final Fallback for all Options.
• All Prompts and Options related to the IVR Have Icons Indicating what the Fallback is, and if it is selected.
• Added Missing Prompts for Resume, Pause and Invalid Entry.
• Start, Stop, Restart, Reset, Pause and Resume should now all work properly in all cases, this includes while a question is being read and while an answer is being received / spoken by the client. Resuming will repeat the current question.
• Added a Cleanup Process to the IVR in case of an unfortunate disconnect. Should prevent some Recordings from continuing longer than they need to.
• Fixed a bug that was not resetting the Total NoVoice Retries, causing them to accumulate and then fail.
• Added IVR Voice Silence Timeout, which was causing problems as the system could wait infinitely if it did not detect silence. This has resolve most remaining issues along with the retries fix.
• IVR Fallbacks for Prompts and Settings follow an Order from First Chosen to Last. For example, if you change the Survey’s settings, it will use that value, but if you change a questions setting it will use that value instead. If you have no value set, it defers to the system preferred default.
  • The Fallback Cascade Pattern:
    1. Question
    2. Survey
    3. IVR Preset
    4. System Default
• Added Some Product Filters to be able to Search for IVR Enabled Products based off a couple different settings: Presets and Surveys Selected.

General UI  Updates and Bugfixes

• Fixed some Icons on Custom Field Types so they should all show now.
• Updated to latest FontAwesome Pro Fontset. More Icons!
• Added Some more Instructions and examples in the UI Help for Multi-Checkboxes. Learn to use them they are a timesaver!
• Added Ability: View Admin Lead Data
  • This allows a user to see the bottom left panel admins can see related to a lead, who created it, converted it, the vendor, etc. This section is very very ugly and outdated as it was originally used for Debugging information and I had no idea anyone was actually using it.
• Fixed an issue with Mass Update Products where it wasn’t clearing settings when trying to clear.

Wednesday we Soft Launched TLD 7.0. This was a Significant Update and Rewrite of some of our core backend processes which will allow for further and faster development in the future. Some of the new features are still hidden since they are still being tested, like the new Explore Section which will replace the Leads and Policies section ( But won’t be removed just yet due to legacy preferences ). Below you will find a massive list of changes, updates and bugfixes that have been going on since our last patch. We held off on publishing these notes as we finally felt we were nearing the finish line for 7.0.

7.0 Major Changes

Explore Section

The explore section will come out in the next patch, as it is a major change to how data is looked through. It works similarly but there are more options and more room for information. There are many more ways to customize the system as well in this new revision! We know you will like it!

Custom Fields

• Custom Fields have been moved into the Fields Section. The Custom Leads Fields link has been updated.
• Custom Policy Fields are now possible to create!
• Custom Fields can now be Filtered by the Following Permissions.
  • User Level
  • User Group
  • User Roles
  • User Abilities
• Custom Fields can now be Filtered by the Following Filters
  • Leads & Policies
    • Vendor
    • Vendor Group
    • Lead Tags
  • Policies
    • Policy Tags
    • Carriers
    • Plans
    • Products
    • Stage
  • Filter Policies also have a flag for whether or not it should show up on “New” records or not.
• All Filters and Permissions include “Not In” as an option. EX: Everyone BUT Agent Role.
• Removed Type: Checkbox
• Added Types: Boolean, Alphanum Select
• We have Migrated all your old Custom Fields into the new system automatically, nothing should be need to be done by you.

TQL Changes

• The TQL Core has been Partially Rewritten
• We can now import to further depths without running into recursion issues.
• We now exclude the Key on the imported table that was imported since it is a duplicate and not needed
• We now have support for SUM, AVG, MIN, MAX, GROUP_CONCAT fields automatically built in for every single field.
• Caching Schemas has been Improved.
• Fixed some Join Reference Issues incorrectly placed in Schemas.
• Improved Memory Consumption and Processing Time for TQL Schemas by 300%.
• Created a new Internal Debugging Tool for TQL that Integrates with Slack and will notify us of anything Fishy going on in real time. It’s super robust, too bad you will never see it! But trust us it is useful! We are notified of errors in real time without your input, so we can take action and fix quickly.
• TQL DateTime method has been improved. Now using much faster query formats for searching between dates. Previous version was not using Indexes in certain instances causing severe lag locking tables.
• TQL TLDialer – Vicidial Schema Updates
  • Added Relationships to park log for users, and custom time queries.
  • Added relationships to agent log for campaigns, also added custom time queries for pause time, talk time, dispo time and dead time.
  • Added queue time to closer log.
  • Added Campaign Filter to Live Agents Table.
  • TLDialer Leads now has “Entry List ID Filter” as well as “Actual List ID Filter” to work with Cascades more easily. Actual List ID will do a Search in Entry List if its not 0, or the List if it is, so you can track where your leads originated from.
  • Added Source ID Filter to TLDialer Leads.
  • Fixed a Query issue with the TLDialer Resets, we needed to use :59 seconds instead of :00 for certain parameters. Thanks for the report!
  • Fixed another Query Issue specific to Last Local Call Time. Apparently, Vicidial stores the DateTime Called in the TIMEZONE OF THE LEAD, based off the GMT Offset Now Field. Why? I don’t know. We changed all Local Call Time queries to now convert the current time period and the last call time to GMT before comparison.
  • DID’s section has gotten some updates, new filters, and more relational data to join together.

Other Changes and Fixes since Last Revision

Contact Form

• Policies can now have Custom Fields Show
• Lead Income & Policy Application Number label can now be renamed in Settings -> Options -> Contact Form
  • These Rename features are stopgaps. We recognize the desire to name fields as you desire and are working on a solution.
• Added more Removable Fields from Lead Form.
• Made it so that the Pricing Module will no longer effect Verified Policies. If a Product had a Price Change, the Module was overwriting the initial value causing confusion.
• Fixed an issue with Appointments and Callbacks where you couldn’t set one after a manual entry of a lead.

Vendors

• Vendor List should now show the Colors selected for Labels if the vendor has a public label set.
• Removed some Fields from the Vendor Print Instructions, particularly “Lead ID”, because when Lead ID is passed, it ALWAYS triggers a Dupe check by Lead ID, as it is a system field.
• Fixed an issue where Cloning Vendors would copy Cascades and Resets, causing all sorts of problems, we will revisit this later and make it work.
• Fixed the Behavior of the List Forms Disabling when you change the List ID associated with a Vendor, if you put it back to what it was it should un-disable it.
• You can now sort Vendors by some criteria.

Policies

• Fixed an issue with Custom Statuses not showing up in Policies section
• Added “Agent User Group” as Filter and Columns in Policies section.

Callbacks

• Changed the Way Callbacks” Expired and Upcoming” filter works. They now only show things that aren’t trashed or expired.
  • Added “Abandoned” to Callbacks Filters as well to show you Callbacks set for agents that are no longer active.

Uploader, Vendor Logs & Post System

• When Uploading Leads and seeing the “Process Upload” panel, if you change the Vendor Selected, without hitting “Select Vendor”, the Process sidebar will be removed and ask you to press “Select Vendor”. This is to prevent someone uploading leads,  having matching columns, and then trying to select a different vendor and process it.
• Fixed an issue with Post Update Leads. It will no longer accept blank data values, they get filtered out before updating.
• Changed the way we log data in the Vendor Logs, now a little more robust and clear as to what is what. Added Details section to POST with the Method and Format of the data received.
• Added Ability to allow Vendor Logs to Play or Download Recordings for the Leads they can show. Lots of protections to prevent unauthorized access have been added. Only Works when Advanced Vendor Report is enabled.
  • You will see a button / Box with the number of recordings on a lead. Click this to open the public recordings page.
• Added Status Filter to Advanced Vendor Report.

TLDialer

• Fixed odd case where Updating Users would not refresh Live Agents Table.
• Standardized Refresh Live Agents to use the Same Function. Now respects Intersection between Campaign and User Ingroups every time.
• Added Legend for the Columns to TLDialer Dispositions Page.
• Fixed an issue when Converting the First Policy and having the Lead Status Update. It will not properly disposition the Dialer Lead when you hit Sale for the first time.
• Cascading and Minute Resets: Now only 1 Criteria at minimum is required to run, date criteria no longer required, it can run purely off the total call attempts.
• Fixed an issue related to Cascades. If the Entry List ID is not 0 and different than the list_id, it should use the Entry List ID for creating new leads.
• Added Lead ID and Log ID Filters to Vendor Logs
• Fixed an Issue where Marking a Policy as “Sale” would hangup the call if Hangup on Dispo was Set and it was the first conversion on a Lead. Whoops!
• Contacts now have a “TLDialer” tab in the Log section if capable. You must be manager or higher, or have View TLDialer Logs Permissions to see it!
  • Unlike other log sections, this one only loads once you click, we may move the rest of the logs to this method to reduce initial load time on the page for contacts with lots and lots of action logs, notes, etc.
  • This log section mimics the VICIDial Lead Edit / Log section, with some improvements. It is a bit more verbose. It also includes some translated fields such as length of call into a time format instead of seconds. It also includes The TLDialer Reset Logs so you can see how many times the lead has been reset through our custom implementation.
  • The first tab is known as the “Timeline” tab, which is an aggregate of all the logs in order of occurrence with the most pertinent information for the section shown. This is Unique to TLD! Enjoy!
• New NANAnswer (No Agent No Answer) capability for TLDialer / Vicidial. What this does is check if you have any agents live and in READY or CLOSER mode, and if there are no agents available it will ring and then hangup or give a busy signal WITHOUT answering the call. This is useful for Live Transfer Vendors that want to send their calls elsewhere if you have no agents available. Normal behavior of Vicidial is to auto answer all calls and place them in queues, voicemails, drops, etc. This is custom functionality we have developed. We also have a queue log for information as to what happened with this table.
• Added DID ACCID Installed Script, so we can do this much faster now.
• Changed Label on User TLDialer Groups to Inbound Groups / Closer Campaigns for clarity.
• Working on a new Hangup script to overcome some issues found with Vicidials native API Script hanging up wrong lines. We have a dropdown with current connected lines but it is only possible to hangup blind conferences from there at the moment.

Users

• Fixed a Display Issue on the notification when adding Inactive or Inactive Visible Users.
• You can now mass edit users to be AoR as well as Max Callbacks and Primary Language, as well as Disable Global Quote tools and Disable Edit Notes.
• Users can now have “Editing” Notes disabled. This prevents the Agent from editing any note. They can only add new ones. Maybe this will help with those who are doing the wrong thing and trying to hide something? Although the Logs keeps track of every note change done, this method will make it harder for an agent to goof up and not take responsibility.
• Agent of Record can now have a State Filter applied so they only show up in the proper states.

Dashboard & Reports

• Added a couple missing links to the Admin Dashboard for Primary Ancillary and Sale Totals.
• Added Sort by Premium, Primary Premium, Ancillary Premium to Sales Board

Campaigns

• Fixed an issue with non set statuses in Email and Relay Campaigns.

Logs

• Added new features to the View Log.
  • You can now see where the lead was opened from (How)
  • You now have a full URL and IP Log of where the lead was opened from.

Mailer

• Massive Fixes to Mailer
  • Apparently, Bounce, Complaint and Delivery Notifications have been broken for a very, very, very long time, as most people don’t often use the mailer.
  • Improved the Bounce, Complaint, Delivery Notification Performance and Date Logging.
  • Fixed the Opened Pixel to work again & Improved the Open function performance
  • Fixed Unsubscribe Link to show Email in the TO if a lead Email is not present.
• You can now Mass Email from the Lead Screen. This works similar to the Relay button.
• You can now have an Email sent to your client when a lead is received via Post, Upload or FTP separately.
• You can now have a Notification Email sent to you or someone else when a Lead Arrives
• All Emails require you to configure and use a Mailer Template if you want to send fields with the emails. These templates need some revision in the future.

IVR Surveys

• If your account is flagged to use the IVR and has a Google API Key Installed, then you can now “Preview” every Setting and Survey Question, as well as Logic Alternative Questions, straight from the CRM! This way you don’t have to go through your entire IVR Survey just to hear how it sounds.
  • You can even DOWNLOAD the recording! We can now use this feature to automatically generate call menus and voicemail recordings for you! It’s super cool! There are many voices to choose from and inflections, etc. can be controlled via SSML right in the text.
• Updated Formatting on Survey Inputs for IVR.
• Refactored Fallback Settings Config for IVR Surveys.
• Got Recordings Working, they are prefixed with ivr- in the filename when they show up. Vicidial handles the mixing, etc, they can be downloaded and played just like normal Vicidial recordings.
• On successful completion of IVR Survey, now will pass recording_id to the record_id of the policy, and auto verify the policy. The Multi-User editing system takes care of refreshing the policy for the agent.
• Survey Logic Sets now Support their own Set of Routes! This way you can route around a question that may have no answer if the Criteria is True.
• Survey is Live and working!

Commissions Received

• Fixed an issue with commissions received when recalculating to 0.
• Recalculate all no longer has limit.

Miscellaneous

• Fixed an issue when Searching by email for Policies in Quick Search
• Fixed an issue when Searching by Two Names for Policies in Quick Search
• Added “Name” + “State” to Quick Search. You can use a Capitalized State along side the name of the person you are looking for.
• Added Help Icon to Quick Search
• Multi Checkboxes can now search for multiple criteria by using commas.
  • Example: You want to see FL and CO, normally typing FL CO would only show an item with both FL and CO, now you can do FL,CO and get both!
• Fixed an issue with Paginate All

Integrations

• Fixed a Minor Issue where ServiceObjects would report the Address was Valid, but it was either not, or there was an error saving data into the ServiceObjects resultset. This was preventing the Validation system from moving forward.
• Fixed another weird case with the ServiceObjects API.

TrustedForm Integration

We now have a more solid integration with TrustedForm beyond just storing the certificate in a tracking field. You can now automatically claim TrustedForm certificates within TLD. Please Note: TrustedForm integration does NOT reject leads.

• TrustedForm API Key can be added under Settings -> Options -> Integrations
• Each Vendor has it’s own TrustedForm settings in the Data tab.
  • TrustedForm settings for vendors can be Mass Updated!
• We can accept either a TrustedForm ID, or the full Link to the Cert. In our application, we strip out the URL before the ID, so either works!
• Once we Claim the Lead, we store the Link Data in Lead Meta, we are working on a way to show that the lead has been validated on the Lead Form itself. We may defer to showing a gold badge on the Field where the Cert was sent in on.
• If Email Notifications of Errors are configured, then you will get a very detailed email with error reasons, a link to view the Cert Itself on Trusted Form if present, as well as many links to Lead and Vendor Pre Filtered Sections in TLD.
• The settings work as follows:
  • Claim Trusted Form Certificates 
    • Disabled
    • Claim
      • Claims with No Notifications
    • Claim & Notify Invalid Certificate
      • Only Notifies when a Certificate is Invalid or already Claimed.
    • Claim & Notify Missing Certificate
      • Ignores Invalid Certificates, only Notifies if a lead comes in without a certificate
    • Claim & Notify Missing or Invalid
      • Notifies on Invalid OR Missing Certificate Claim Trusted Form Certificates
  • Certificate Field
    • Here you define which lead field the certificate is coming in on, this can be any of the major tracking fields on a lead. Make sure you coordinate with your vendor where they are sending it.
      • Campaign ID
      • Import ID
      • Import Source
      • Link
      • Page
      • Reference ID
      • Referrer
      • Tracking ID
  • Email Failures To
    • Enter the email address you would like Failure Notifications sent to. You can enter a comma separated list if desired.
    • Notifications come from [SUBDOMAIN ie: TLD] Trusted Form Integration<noreply@tldcrm.com>

Commissions Received

• This section has been reworked using the new TQL System. You can generate dynamic reports from this section as well as Save and Load Filters.
• Totals and Averages have been added for every currency type in the table. Relationships with Policies, Leads, etc. have been created so you can create reports, sort, and query by complex criteria.
• The Add Commission and Stats Dropdowns should now remember their state, so you can run queries and watch the stats change without having to open or scroll down.
• When adding, editing, trashing or untrashing a commission entry, the Policy related to it will have all it’s commissions recalculated if a Policy ID is Present. This will reflect on the Policy itself and in the Customers section columns.
• Added a Recalculate All button to recalculate and update all policies with commissions added.
• Added a Mass Edit tool to fix up dates, references, etc to make commissions entry faster.
• Trash button has been changed from X And Checkmark to Trash and Recycle.
• Stats has been modified to be more compact and also uses TQL, so the queries should reflect.
• Added new TQL Filters and Filter Tabs that did not exist before.
• Export now exports the current view, not just everything

Field Sources

We now have a new Field Sources table that allows you to store arbitrary data sets in your account.

• This Section can be found in Settings -> Fields. Press the “Sources” Button to be taken to the section.
• You can add, edit or delete Field Source fields. Be careful with Deleting fields as it could cause Data loss if you have a field source set and remove it! Better to hide it than remove.
• You can import Field Sources via JSON or CSV by pressing the corresponding Buttons
• Field Names can only be lowercase letters or numbers or underscore “_”. Anything else will be automatically stripped out on upload.
• Import from JSON
  • You can either Paste a valid JSON Source Text, or upload a .json file for processing. We will validate whether or not the JSON File or Text is valid on upload. An error will be returned if the JSON is improperly formatted or has some other error. If the JSON file is large you will see a progress bar in the bottom left corner of the modal letting you know the upload status.
  • If your JSON File is a Flat Array, do not set the ID or Description field. The only option you should worry about is wether or not to “Set the ID to the Description” provided, which would be the value. If you do not set this, the field ID will automatically be set the the position of the Item in the Array + 1.
  • If your JSON File is an array of Objects, then you can optionally set what the ID and Description Keys are for each Object. You must have both ID and Description set for this to work, otherwise you will get an error.
  • The “Drop Current Entries” option will dump all the field values for the selected field name before uploading the JSON Text or File. This lets you effectively replace them all quickly.
  • The “Update Current Entries” option will attempt to insert, or update the field values based on the field name and the ID. This is useful when adding new elements!

Field Definitions

• New Table: Field Definitions; which defines all of our fields in the fields table. This allows us to more dynamically generate Menus and Customize Panel Settings in the Fields section. More for us than for you, but good for you too!
• What can this Table do?
  • Define if the Field has a Panel or Not
  • Define if the Field supports Custom Fields and what ID they start at. (We reserve some numbers for system or future use)
  • Define if the Field support Customizing the field or not (Hide / Unhide, settings, etc).
    • Special: Define if you can change the Name
    • Special: Define if you can change the Description
  • Define if Name support Strict Mode names or not.

TLDialer

• Fixed a bug where when closing the Transfer Dropdown, the system may not have stopped querying for Agent Transfer Data.

TLDialer Cascades

• Cascades can now have the List it pulls from manually set after creation. Go nuts!

Users

• You can now Sync TLDialer Phone and User Data with CRM Data. This will copy current fluff fields to TLDialer if they are different.
  • Fields
    • First Name
    • Last Name
    • Email
    • Custom2, Custom3, Custom4.
• You can now Force a Refresh of the Live Agents table to push Ingroups Live when Changed in the Vicidial Panel or by Manual Database queries.

UI Updates

• Added new Checkbox Method to make the UI Easier to Use. Allows us to use dynamically selected icons, colors and title instead of checkboxes. This lets us make the interfaces tighter and easier to read at a glance.
  • Some Lock fields have been changed to actual locks that turn red when locked, or a black unlocked lock when not locked.
• Updated TQL Mod buttons to be closer together, and grouped by Type of button. Radio’s will not have a line separating their options similar to the way that the Operators menu works.
• Lead Pop now Supports Policy Pop. We will be adding where needed in the system.
• Users Filter now save the open / close state of the filter menu and tabs.
• Replaced Pulse with Ring Bell, as Pulse was not working. Particularly this is for the Callbacks Button on the Contact Form.
• Policy Sidebar
  • Added Policy ID to the Top Right of Sidebar Entries with an Icon
  • When a Policy is a Rewrite or Rewritte, this now shows on it’s own line with an icon.
  • When a Policy is an AoR Change, shows on it’s own line with an icon.

Vendors Updates

• Made it possible to change the Footer Phone Number and Email address by currently loaded vendor on the lead. You can mass Edit this setting too.
  • This setting can be found under Vendor -> General
• Vendors section updated to look like the rest of filter sections.
• Vendors now has List Filters for TLDialer.
• Debug Mode now logs a robust Debug of Memory Usage and Elapsed time in the Vendor Logs.

Products Updates

• Added Help Sections for General, Field, Ancillary & Visibility Settings. Click the “?” Icon to see it.
• Clarified Visibilty Settings: Instead of Yes / No the dropdowns now say Visible / Hidden.
• Products now have a User Group Filter. You can Ban or Allow User Groups from selling a Product.
• Modified the Policy Matrix and removed an Entire Line from each entry to make things more compact.
• Reorganized some of the buttons in the Matrix Fields, looking more like TQL Mods for the copy helpers, and moved the “Locked” checkbox to an add on in front of the fields.
• Added # of the Product as well as the Price ID Generated.
• You can now “Copy” all settings from another product via Mass Edit. This overrides all other Behavior.
• You can now “Reset to System” via Mass Edit, this copies the base Products config, if it has one. Reset All Settings clears the setting config instead of replacing it. But it still sort of acts the same.
• You can now “Create or Merge Into” sections via Mass Edit, this will overwrite whatever is there in a section, but not unset or delete any existing information. This is a good way to Add a checkbox to a section without having to redo each section. 
• We can clone products now for ease of use, but this is an Omni ability only. Helps us get your products in faster.

Fields Updates

• Refactored Fields to work with TQL Fields so they are more standard.
• Clarified Visibilty Settings: Instead of Yes / No the dropdowns now say Visible / Hidden.
• Normal Lead Statuses can now be Customized. Currently cannot customize order. This is coming soon.
• Custom Policy Statuses can now be filtered by Current Policy Status. This allows you to create cascading workflows!
• Fixed an issue with Custom Lead Status Filters for Level. Typecast to (int) was missing.
• Modified Lead Status Convert Change setting to show 3 options instead of Yes / No. Before Conversion, After Conversion, Before & After Conversion. “Yes” has become “After Conversion” which was the intended Behavior.

TQL

• Added Term Reason to Calls Filters
• Added Outbound and Inbound Call Date to TLDialer Leads Filters
• Added Total Users to vicidial_users table
• Added “Call Day” to vicidial_closer_log and vicidial_log ( Calls ) so you can show and group by Day without Time.
• More Optimizations to TLD Side TQL, getting Ready for the Explore section.
• Cleanup of Menus.
• New Programming interfaces to make code smaller and cleaner.

Fixes

• Fixed an issue with Lead Scorecard giving incorrect numbers as it was not summing the total leads properly for larger date ranges where multiple policies existed on a lead.
• Fixed similar issue with Vendor Performance Report.
• Fixed an issue with Exporting Call Log when using both inbound and outbound logs. It was not providing headers if the outbound log had no data. Now should check second set if outbound has no headers.
• ServiceObjects™ Address Validation is now more Lenient. Will not Reject partial match, and will notify what has been updated.
• Admin123™ on Failed Transaction, the Policy Status will now be updated to Payment Issue. Agents will need to contact a Manager to Resolve and / or Submit again.
• Fixed an issue with TQL Schema imports. Investigating some alternatives for efficacy.
• Fixed an issue with Legacy Asterisk Call Log Model.

Prep Work & Coming Soon

We have been laying the foundation for some pretty drastic (but maybe unnoticeable to you!) changes! We are constantly striving to optimize the system, add more features, make “go faster” and optimize our data storage techniques. Here is a sampling of some of the things coming soon!

Automated IVR / AI

Our Automated IVR is almost ready to Launch! This is a Plug into our Survey system which allows TLDialer to function as a full fledged IVR to Speak Text provided by yourself, and then Listen for Verbal responses from clients and decide which question to go to next based on given answer phrases. We are using Google Compute’s Powerful Speech to Text and Text to Speech Engines! The Quality of the Voice readouts is Uncanny and can be modified to perfection with all our new system and survey settings. It also Supports SSML! Next patch will include this module! 

• In the future, we think we might even be able to speech to text and text to speech with Google Translate in Real time and allow for English Speaking Agents to speak to Spanish Speaking Clients! This is far in the future though but theoretically possible!
• If you have any ideas how Speech to Text or Text to Speech could benefit your company, please let us know as we are looking for new use cases to harness this technology now that it is working and integrated. Our current use case is automated Verification of Policies.

Explore Section

Explore is our replacement for the base Leads and Customers sections of the CRM (TQL 1.0 -> 2.0) which now support many more filters and options as well as a cleaner layout! We are prepping to get this launched soon! The Explore section will Herald the coming of Patch 7.0

Custom Policy Fields & Custom Lead Fields Rework

Along with the Explore Section, Custom Fields for Policies are coming and Leads are being reworked! The Custom Leads Fields section has been reworked into the Fields Module instead of the Options Module. This will allow us to optimize some data loadouts as well as let us expand these sections a bit more easily. The biggest change is the amount of filters you can select to only show certain fields in certain situations without loss of data. These fields will be Searchable in the Explore update as well! These new Custom Fields will support our new “Meta Sources” section where you can use your own Arbitrary data to create dropdowns and fields for your system! No programming required! Just a little bit of a learning curve to configure and maintain it correctly. 

Other Notable Stuff Coming Up

• Policy Upload and Sync Tool for Statuses and Data
• Commissions Uploader
• Notification System
• New Menu Types! (BloodHound, Tag Selector)
• Authorize.net Billing Integration (Similar to Admin123)

3 New Dialer Statuses

The TLDialer Status Button now has three new Statuses, that will hopefully help troubleshoot connectivity issues some are experiencing with shoddy internet. Please let us know As soon as possible if you see any of these 3 statuses.

1. Timeout

If Vicidial Disconnects from the SIP Session (Hangs Up), you will now see your session say “Timeout” in red. This means that you lost internet connection long enough for Vicidial to kick you out. You can click the “Login” button immediately from here to start a new session without refreshing your browser. This should prevent users from jumping back into SIP Sessions that were released by Vicidial, and hopefully prevent the crossed lines issue we have been having at times.

2. Connection Issue: Reconnecting

If the system notices a lack of communication to the SIP Phone, the Connection Issue status will appear. If it is a minor internet hiccup, the system SHOULD be able to put you back into both the Dialer and your SIP Session automatically. We have run various tests by plugging and unplugging our internet to simulate the issue some call centers are having with connectivity and as long as the hiccup is a little less than 10 seconds, usually the system can reconnect, otherwise it will now show Timeout and ask you to log in again and re-establish the SIP Session.

3. Reconnected!

This is a temporary status, shown in green, that we were successfully able to reconnect your session. It will show for about 3 seconds, then go back to whatever status you were before the connection issue happened. The agent will at least be informed now as to what is happening.

TLDialer Debugging

We are now collecting logs, locally on each machine, of when start, stop, close browser / refresh and connection issues occur, so we can further investigate these connectivity issues we are having. Eventually we will be able to pull the logs ourselves from the local machines but for now it is limited to when we do remote support. Please note we only keep one day worth of logs on each machine, so if something does occur, be sure to report it immediately.

Getting stuck at pause should no longer be an issue as you will get one of the three new statuses above. If you do still get stuck please let us know so we can check it out and grab the debug information.

TLDialer Fixes & Changes

• Ingroups can now be Updated and Mass Updated Live again without having the agents log in and out. We added a new “Feature” that interpreted the data differently when updating, and forgot to remove the manual workarounds in the functions that do the updating!
• Updated SIP.js with some Hotfixes found while debugging the connectivity issues. SIP.js is an Open Source Library. We found some new bugs they didn’t; we notified them and patched them on our end.
• Fixed oversight with TLDialer when disconnecting, network issues, closing browser, or errors, leads were being set to FAX instead of DROPPED for the lead that wasn’t closed out.
• When a Agent closes the browser and does not disposition correctly we now fire off ERI instead of Dropped / Fax which is agent error.
• You now cannot call Blocked Numbers in the Block Number filter phone group. IF you want to call a block number, ask a manager to unblock those numbers. This can be done in the Contact Sidebar under DNC. We also respect the DNC, but a lead that is Dispo’d as DNC doesn’t have the Dial Buttons whereas Blocked ones do. (Reason being, for speed of the system so we don’t have to query blocked numbers every page load. )
• Added Entry Date Minutes and Last Local Call Time Minutes to TLDialer Leads. Searchable and usable in Columns.
• All Dialers have been updated to be capable of using TLDialer Resets and Cascades. The Reset log has been made generally available to all now so you can see the reset flow.
• We have made some general dialer changes for stability and performance of the connection, particularly for bad internet connections which we are more frequently then not encountering. Due to our changes we have noticed less and less issues with connectivity…beyond random carrier issues, it’s actually getting pretty quiet. We have however, on occasion, experienced some agents logging into others conferences due to being “Ghosted” in the system. Meaning, they are connected to the Conference via the softphone, but no longer on the Dialer. This is due to our lessened efforts to check if the user is still connected, as we favor keeping the agent and client on the phone over being strict on keep alives and disconnecting them at the slightest hiccup in connection. We are hoping The new Timeout status should take care of this issue as it will give the agent the option to log back instead of being stuck at Pause, once the system realizes they have been removed from a conference.
• You can now see yourself to transfer to yourself in TLDialer. This is for people who believe they are such amazing salesmen, that they can pitch two people at once: The one they are on the phone with, and one calling back. A call can be transferred direct to the agent, and the agent can put the current call back into his personal queue instead of parking it, grab that pending transfer, close it out, and then grab the remaining pending transfer that is in their personal queue once they ready up again.
• Forcing Vendor Lead Code update to TLDialer on new Lead Create via Inbound. There was something happening causing it to sometimes not update when certain data was missing.
• Fixed an Issue with Filters in TLDialer Leads section. One of the search filters wasn’t working.
• Fixed an issue with Vici Phone Update in Mass Edit. Now works. HAve fun!

Lead Uploader Fixes

• Fixed a MAJOR issue when Lead ID was present in a CSV Upload, even if mapped to a different field. We had some leads that were effected due to this bug across all accounts. This was due to an oversight on my part and an account level protection that was missing from a core component. The effect lasted about 1 day while we gathered data and wrote scripts to fix like new. We restored all these leads to what they were from our backups. All is well.
• Fixed an issue with Uploader not adding notes on dupe check or on initial insert. We had a duplicate field being set causing a Database error.
• Fixed some logging related to Updating Leads, Adding Notes, Dependents and Policies. the GET portion of the Action log should now show the parameters used in the upload, and the POST portion should show the data that was modified.

Contact Form

• Added a limit on Action logs to 500. 1000 was causing memory errors. we are looking into a way to display everything without the lag and memory issues. Some of you sure do work your Clients!
• You can now Hide all the Legal Section items individually in Settings -> Options -> Contact Form.
• Kicker was Missing from Policies even though they were set. We kicked the kicker back into place so all looks even and clean now. I don’t think the Kicker has ever shown up in the system, surprisingly no one noticed until now. He is a sneaky devil.
• Some fixes went into when and where some buttons show up, particularly in relation to Admin123 Integrations and IVR.

Admin123 Integration

• Fixed some data issues related to Post Dates
• Fixed Error with Bank Account Type. It was defaulting to “Checking” due to the wrong field being looked at, should now be correct! Who signs up with their savings account anyhow?!

Vendor Scorecard Report

• The Vendor Scorecard Report can now be filtered by Vendor Group
• You can now save and load Filters on the Vendor Scorecard.
• The Vendor scorecard has been updated to look more like the rest of the filter systems.

Advanced Public Vendor Report

Added all the Tracking / Marketing fields we have into this report, and made them searchable / exportable for your Vendors with this enabled.

Quote Tool

Fixed wonkiness with saving on the Global Quote Tool. We need to refresh the data AFTER we update, not before…It was saving, just not showing the updates, causing confusion.

Custom Minute and Cascading List Resets for TLDialer & Admin123 Billing Integration!

Admin123 Integration

We are happy to announce our Admin123 Integration is live and now working! Please contact us if you have a product that is sold through Admin123 that you would like TLDCRM to Submit for Billing! The system supports many dynamic options for Admin123. We are working on status syncs as well, our first phase is submission and storage of Policy Numbers and Member ID’s. See More Details at the Bottom!

TLDialer Cascades and Resets

We are also happy to announce that our List Cascade and List Reset system is now operational! You can now take fine grain control of the intervals and reasons for your Dialer lists to reset besides just at certain times of the day! Ask us how it use it! The interface is simple but the ideas a little complicated!

Minute Resets

Runs every minute on the minute! Reset your leads back to Not Called based on Status, Lead Entry Date, Last Called Time, and Total Call Attempts! You can even reset specific leads the very next day at the same time they originally inquired! Set as many resets as you like and create effective call patterns! All resets are logged in our robust custom logging system so you can see exactly what happened!

List Cascades

The best way to give your prime agents the best run of your leads. Runs once a day, choose what days of the week and at what time! Change List ID from primary lists to Cascade lists, which can also have their own resets! Manage the Vici list right from the Vendors Panel, right on the cascade as well. Split your Lists into Cascades and assign different Lists to different campaigns so you can control exactly the quality and age of the lead your agents get! Cascades are also logged! Cascades however, do not reset the leads back to Not dialed, you would need to use the Minute system for that.

Multi-Term Policy Options

We have added some new features specifically regarding Multi-Term policies. There is now a Workflow option for using a single policy to track all the policy numbers and lapse dates for the Multi-term policy.

• This Option can be found in Settings -> Options -> Data under Multi-Term Policy
• When a Duration and Terms are set, the system will automatically add Terms – 1 Policy Number fields under the primary Policy Number field for tracking purposes. You can fill them in at any time.
• The Policy Lapse will be calculated based on the Duration mulitplied by the Terms, instead of just the Duration. This will allow you to get a more accurate Lapse date for the policy. This change is system wide when the setting goes into effect as we have baked it into the TQL Schemas similar to the Ancillary features in the same option menu.
• If you have an effective date set, the current term will automatically correct itself to the current term, and will override the manual entry method. You can still try to change it, but the system will always query the correct term.
• We added a new Display Field to Policies called multi_term or Multi-Term. If a Policy has Terms and a Duration, it will show up as DxT for example 4×2, 3×2, 6×2, 3×4.
• As you could before, you can search for these fields in the Policies / Customers section. If you enable this setting, you may find new or missing policies in the Renewals and Lapsed section based on how your company decided to manage multi-term policy data.
• We are recommending you use this approach for Multi-term Policies, unless you are already too used to doing it the old way. This is why we have made it optional.

Automated IVR Integration Features

Along with Admin123, we also have some new custom features related to using third party IVR’s. We are working on our own IVR solution, and are hoping to merge it with our Survey system sometime in the future!

• When a Product has IVR Enabled, the Verify Button will be replaced by the IVR Buttons enabled.
  • Phone Number ( Call IVR )
  • Field DTMF
    • This fields format is for example: {policy_id}#
      • This will send the Policy ID of the Current Policy as a DTMF Tone, for the IVR to Lookup using the Egress API. Buttons
  • Start / Yes DTMF
  • Stop / No DTMF
  • Restart
• By default, Agents can see and use the IVR System, as it is intended for Agents to Self Verify.
• Only Managers or Higher can Override the IVR when it is enabled for a product, unless different Manual Override Roles are checked in the product Configuration. A second, Override: Verify button will be shown if it is possible to override.
• When enabled, the Egress API will show an additional IVR JSON Column with pertinent data for an IVR.
• When successful, the Ingress API may be used to Submit the Policy by passing in status = 2 along with the Policy ID. A Record ID may also be submitted for reference to the IVR Recording. This process may get more flexible in the future.

The workflow for the IVR is pretty simple. Once the “Sale button” has pressed you will then use the forthcoming buttons to do the following:

1. Call an IVR System and Transfer them into your conference with your client.
2. Pass a Data Point from the TLD Policy to the IVR via DTMF Tone.
3. Start the IVR via DTMF Tone from the buttons.
4. Wait for the Client to finish Verifying.
5. Wait for the IVR to Update TLD, and Update the Policy as Verified.
6. Leave the Conference and finish the Sale.

Contact Form

• Fixed bug where when choosing a new product and locking that field, the field would retain an uneditable value.
• Fixed a bug where after resetting convertible text from drop down to text, would not keep the order of select menus.
• New Options Save Unknowns Phones – When loading unknown phone number, allow save without touching form instead of requiring some input.
  • This can be found in Settings -> Options -> Contact Form.
• Added “Record ID” to the system. It was always there, just never showing up.
• Moved Validations Messages to under the Submit Buttons when present.
• Lots of Mods to Policy Validator. Should be cleaner now.
• Rewrote Policy Status Button Methods yet again for Policy Statuses. Should be more Consistent now. Using a Lock System now.
• When Verifying an Admin123 Policy with a IVR Set, a button will show in red the Error as to Why it is not valid.
• When Converting, Verifying or Submitting a Product with Pricing Matrix Configured and Enabled, the system will now prevent you from submitting invalid policies if Pricing is Enabled.
• Added “Nointegration” button for Submit when Overridable.

TLDialer

• Can now Transfer to Self…for queueing reasons.
• Fixed a bug with Reset Now in TLDialer Lists
• Reset Times now has a Multi-checkbox on TLDialer Lists instead of relying on the user typing in dash separated times.
• Reorganized the TLDialer Lists Panel.

Users

• Changed Users section to have the same Filters header as newer sections.
• TLDialer Users can now be filtered by TLDialer Ingroup, User Level, User Group, and Active / Inactive.
• User Table now has a new icon that shows the Users TLDialer Level. It will be Red if the user is inactive. Clicking the User Level will show the current Active Status as well as the User Level and User Group for the user. The user group has a link to open in the Vicidial Admin Panel.
• User Action buttons should be more even now.
• User Quote Tools can now be configured like Global Quote tools with POST Options.

TQL

• Vicidial Dash-array is now a TQL Schema property that allows for us to do searches with Multi-checkboxes.
• Added: Fields, Labels, Configs to TQL Egress API.

Products

We have a new Theory on how Product Validations operate. They operate on a series of “Locks”. A Lock means that the Policy must be valid for that reason in order to continue, or the user must have the appropriate override permissions based on their role or other criteria on the Product config itself. The Product Matrix was the first to introduce the concept of a “Lock”.

For example, if you have Admin123 Enabled and Configured, but are missing a Benefit ID or Product ID or the Product Combo is Invalid, it will be locked. Managers or Higher can usually override this setting, unless otherwise specified.

The types of locks that exist now are the following, each Lock has Override settings in the system now.

• Post Date Lock
• IVR Lock
• Admin123 Conversion Lock
• Admin123 Verification Lock
• Admin123 Submission Lock
• Validation Locks

Also, we have made the following changes and fixed to Product.

• Changed Products Menu to look like rest of system.
• Fixed an Issue with Multi-checkboxes on Products when using the Set Stages to All.
• Add more Copy from Product Menus to the Products Section. Can now be used in the Embedded, Points, Emails, Pricing and all Validation Subsections as well as Admin123. Added Merge from Feature. So you can merge instead of overwrite Into a specific Product Config.
• Added address validation as required fields for accounts with service objects Enabled. This works on Leads, Policies and Dependents.
• Recombined the Matrix Fields and Other fields into “Fields” split into two vertical sections for use with Mass Updating.
• Added Filter Select boxes to Copy Menus, Emails and Embedded sections
• Added New Filters to Products table to determine what is configured and what isnt.
• Cleaned up Icons and Buttons in the Products table to be more descriptive.
• Added Override Option for Post Dates in Submission Validation in Product Settings in the Options Multiu-checkbox
• You can set the product to allow certain roles to Override certain locked Stages, and by default Managers or Higher (Level 70+) can Override the stage changes. When a stage is invalid, those with Override capabilities will see an Override: prefix on the Buttons.

Fields

• Changed Fields section to look like rest of the system.
• Made it so that Prohibited Customizable Fields do not load at all.

Other Bugfixes & Updates

• Fixed an issue with Modal Resizing, now should remove the full class when changing back to a different size other than full.
• Fixed an issue with Renewals section and Rewrite Refused.
• Fixed issue with Links inside Flaps. They can be clicked again.
• Cleaned up Error screen when Error happens during HTML Generation. No more extra html!
• Fixed an issue with Contact Validation Errors showing Twice. Now only shows once.
• Made Multi-checkboxes slight more performant.
• Fixed an issue with Post Date Policy buttons from the last patch.
• Fixed an issue with Custom Policy Statuses from the last patch.
• We now have JSON Search Capability! Yay!
• Improved TQL Schema Generation Times by reducing Iterations. Still working on a non-cached lag solution.
• Websocket transport emits disconnecting eventSip.JS Updated to .11.4 => .12. Maybe more stable? That’s what they say anyways.
• Fixed a Bug with Transfers from TLDialer Contact causing browser crash. Removed conflicting tldialer-command class.
• Register expires can be 0
• Fix connection timeout issue where connection promise could be hanging and Transport be left in an unusable state
• Websocket disconnect default code is now 1000
• Prevent processing multiple ACK’s with SDP
• Fix edge cases related to unexpected Websocket disconnects
• Fix potential out of bounds error with addMidLines modifier
• Modified Select Menu’s and Multi-checkboxes to support Overridden Fields, to show what would be checked if this was not checked, or if blank.

Service Objects & Address Validation

We have an Address Validation Service we have integrated with Service Objects. It basically allows you to click a button on an Address to Validate it and stores the results. When used with the Validation tools in Products, it double checks to see if any of the data has changed before trying to revalidate.

We are working on figuring out the best way to offer this service to others, as it is a third party API and currently we are using a clients credentials that would not be able to handle the volume of requests. If you have an account with ServiceObjects, please let us know and we can enable this for you immediately.

Admin123

Admin123 is now Generally available! It does take some configuration, as most people require more or less fields to be passed to Admin123, and some use the new Automated IVR in conjuction with it. If you sell a product on Admin123, give us a ring and we can help get you setup so that you can Manager Your Leads, Dial Your Clients, and Submit new Policies all without leaving the CRM!

Every Product in the System can be configured to be an Admin123 Product. A product can run with it’s Standalone configuration. Be sure to use the Validation Rules for Conversion, Verification and Submission to validate your data before you send it to the system. The Admin123 integration does not do any data validation besides key points such as the presence and absence of Benefit ID’s Product ID’s, and Config values. It is imperative you rely on the Product Validation system instead.

Admin123 Integration Field

As an alternative to Configuring each individual product, you can now customize the field known as admin123_integration in the fields section with a generic integration mapping for your products. You can then set that Field as an Integration in each product instead of filling it out multiple times. This makes it easier to update passwords and configuration information. Products still need to be configured with a Product ID and Benefit ID however to function.

Individual Admin123 User Credentials

Each User can have their Admin123 Enroller ID and other pertinent user fields set when editing users under the Third Party tab. This configuration will Override Product and Integration Field settings.

How do the configs work? What order do they take precedence?

The order of overrides between user, product and integration config is as follows:

1. User Config
2. Product Config
3. Integration Config

The user config trumps all of them, as it usually contains the unique Enroller ID of the User. Product and Integration Configs have more information set than the User, as long as we have a complete configuration, the submission process will go through.

If you have chosen the Conversion, or Verification Locks, valid Admin123 Configs, Benefit ID’s and Product ID’s will be required before passing Sale or Verification, however, a Submission Lock will always be forced active, as you cannot submit a Product that is not configured correctly.

How does submitting Work?

Basically, when you get to Submit, if you have the proper Permission ,you just click “Submit” And you are done!

The following are some changes since our last configuration update:

• Added “Name” to Admin123 Config Panel so that the Messages and Buttons will use that name instead of Admin123. You can set it to “Billing System” for instance.
• Admin123 Benefit ID should show up always in Mass Update Matrix when Admin123 is Enabled. Please note that Disabling a product will remove the Benefit ID entries. If you want to deactivate a configured product, please use the “Active” dropdown. Only Products with Admin123 Enabled and Active will be use the API Submission.
• Admin123 now can have User Group Allow permissions on the Integration and the Product configs. What this means is you can limit a certain subset of users to using the Submission Tool, regardless of Role. Otherwise, normal roles will see the Submission button.
• Policy Admin123 Config can now have a preset set.
• Added admin123_integration field. By default added 2: USA Dental Club and A1.
• Fixups to Admin123 API.
• Rewrote Admin123 User Fields.
• Updates to Admin123 Config Reader.

We are hitting the new year running! I haven’t slept since New Years Day! Hour 60 here I come! Lots coming soon in the following months!

Thank you for your patience with the new Policy Status buttons method, we promise you will love it in the end. We made some quick patches the past couple days to correct some minor issues with some of the buttons not showing during the right Policy Stages. It’s actually working much better than it used to now!

We added a few more filter features for Policy Statuses and have one more change coming to allow you to reorganize your Buttons!

Policy Workflow Fixes

• Interrupting a a Sale will now properly Remove the Date Reactivated and Reactivator.
• In a sleep deprived stupid, I decided to change some of the button names, but they were not easily recognized, so I changed them back.
• Re-added a block of missing buttons to Sale Stage.
• Post Dates now always show Red when in the Future, regardless of Status or Stage.

Custom Lead Statuses

This section got a Heavy Rework and prep for an upcoming change that will allow you to organize the Button layouts yourself!

• New Filters for when the Button Shows Up
  • Vendor Filter Updates
  • Vendor Group
  • Lead Tag
  • Roles
  • Abilities
  • Level
  • User Group
• You can now set Button Icons! Default is none.
• You can now set Button Colors! Default is White
• As you type or change the Description, the previous icon on the top right should automatically update. This also works when selecting an icon and selecting a color.

Custom Policy Statuses

• New Filters for when the Button Shows Up.
  • Vendor Group
  • Lead Tag
  • Policy Tag (Not even launched yet!)
  • User Group
  • Level, Role and Ability
  • Carrier, Plan, Policy
• As you type or change the Description, the previous icon on the top right should automatically update. This also works when selecting an icon and selecting a color.

Custom Fields

• Fixed calculation of the next available ID, after breaking it…myself…
• Date Interrupted is now Default for Uncustomized or Custom Policy Statuses
• Fields Edit are now Full Size Modals

Other Changes and Fixes

( For the tech nerds… )

• We now have a script that we can run (Internally at Esotech), to sync your Dialer Lead Statuses with TLD’s statuses, translated into Vicidial Statuses. It even logs the results in case we need to undo creatively (Undo not yet written). We have fine Grain control over this module.
• Lead Validation should no longer Trigger on “Resets” or “Unconvert”
• Removed setting headers when not echoing HTML.
• Disable gzip when not echoing HTML.
• HTTP Response code now setable from Controllers, not just API. Boy, that was a long time coming.
• New Save and Refresh JS Method to allow editing and adding things to a modal without having to close and reopen it.
• Fixed a bug with Unclicking Radio Menus that were clicked on page load. What a pain that was…
• New User Roles, Meta and Groups storage. Getting ready for some multi-account madness!
• Skills is now a thing, but not used for much. Highest skill from your user groups gets set.
• We can not more easily check if you are a member of a user Group
• Fixed a bug in Renewals…actually Policies. The name for Has Renewal Refused was not correct. Those Pesky refusals should find their way out of your Queue…

New Policy Theory & Custom Policy Statuses

PLEASE READ THIS!!!

Policy Stages, Substages and Custom Policy Statuses

Ideally, this update should not change your workflow or change much except the location of some buttons. For Full Details on Policy Workflow please see this Google Document.

All True Final Negative Status buttons are now Red. All Interrupted / Pending buttons are now Yellow, as it is implied that some action should be taken ( Verifying, Kicking, Submitting, etc.)

All True Final Negative Status Buttons have been given their own Row.

The Stage of the Policy will be displayed before the current Status. Example: Sale: Active, Pending Verification: Payment Issue.

This is a new theory and rework of the Policy Buttons on Policies in the Contract Page. Buttons are now visible based on their stage and substage. Because of this it is now possible to add your own Custom Policy Statuses similar to Custom Lead Statuses. These Custom Policy Statuses can be configured in all sorts of ways and even filtered based on Product, Role, Carrier, Plan and More. In an upcoming Patch you will also be able to filter the current statuses by customizing them.

Custom Statuses can be added under Settings -> Fields. Click “Add Custom Field” and choose “Custom Policy Status“. Make sure to configure the “Status” Tab as there are many options including which date stamp is used for the Status and what stages and substages the Status will show up on. Note that Statuses will not show on stages that do not support the Date type selected. ( Date Cancelled won’t show on Non-sale stage policies ).

A new button called “Resolve” has now been added along side “Unkick” to clarify the action you are taking and reset Policies back to their “base” status (Verified, Application).

• There are now 4 Policy Stages
  • Conversion
  • Verification
  • Submission
  • Sale
  • Redacted (Trashed, not really a stage)
• There are Policy Substages
  • Pending Submission (Interrupted Submission)
  • Failed Submission (Kicked Submission)
  • Pending Verification (Interrupted Verification)
  • Failed Verification (Kicked Verification)
  • Inactive Sale (Interrupted Sale)
  • Cancelled Sale (Cancelled Sale)
• New Permissions
  • Resolve Policies
  • Resolve Applications
  • Resolve Verifications
  • Unkick Applications
  • Unkick Verifications
  • Reset Interruptions

CSR Reasons & Results

The CSR Section has been modified and some elements moved around. Generally speaking, the workflow is the same, but now you have the option of setting a CSR Reason (Defaults to General) which can be later filtered and exported where necessary or used as an indicator as to what the CSR Request is for.

You can also add Custom CSR Reasons under Settings -> Fields and pressing the Add Custom Field -> Add Custom CSR Reason. We have provided 5 default reasons we feel most people would need in the insurance industry.

After completing a CSR Request you have an option of setting a CSR Result, which can also later be filtered and exported. By default we have provided 2, Completed and Rescheduled. You can also add Custom CSR Results under Settings -> Fields and pressing the Add Custom Field -> Add Custom CSR Result.

General

• If you accidentally type www.domain.tldcrm.com you will now automatically be redirected to the proper subdomain. ( Yay! )
• If you login at login.tldcrm.com the system will redirect you to your proper primary account.

TLDialer

• You can now Copy Ingroups from other Users in Mass Edit.
• Exports fixed for Calls section when choosing Mixed, Inbound or Outbound. Should total correctly and give you only what you ask for.

Contacts

• Dependents, Policies, Notes and Recordings now show a number with how many are on the current contact. This number should refresh when adding new Dependents, Policies or Notes. Enjoy!
• New Fields for Contacts and Dependents.
  • Medicare Username.
  • Medicare Password.
• Reset to Verified button added for Interrupted but Verified Policies.
• Added Household Annual Income, Household Monthly Income and Monthly Income Calculated Fields.
• You can now see the previous status of the Policy by Hovering over the current status button.

Policies

• New Status: Medicaid Denial.
• Fixed Export issue with Application Number (Missed an Array Key Whoops!).
• Added Debit Card as Payment Type.

Surveys

• Inline Textboxes now functioning correctly for Sync Fields.

Leads

• New Calculator Tool to Divide Cost for Leads.
  • This is useful for updating Spend on Google Ads and Facebook Campaigns.

API’s

• Ingress and Egress API’s now logging all the good logs.
• Ingress API now Pushes Update notification to Contact on change.

Load Delay Changes ( Live Transfers with Data)

• It is now possible to remove your Load Delay settings, and choose “Dupe Update” instead with your Reject in Vendor settings.
  • What will happen now is this:
    • 1. New Calls comes in, Lead Created and Agent can start working.
    • 2. Lead Gets Sent from Lead Provider
    • 3. Instead of Rejecting, Post system will UPDATE lead, and send notification to our Multi-user editing service as “System Process”
    • 4. Agent will have their Lead Data updated in real time when the update hits. Just like with Mutli-user editing, they will have the options to unset the data changes by clicking the button next to fields that have been changed.

Merge Tool is now Live. BE CAREFUL! No Undo!

Merging leads will take all the data from the listed leads and merge them into the selected “Merge Into Lead“.

The Merged Into Lead will have it’s lead data updated with information from the other leads. The Merged Leads will have their status set to Merged ( -1 ). A log of the Merge will be placed in the action log for all leads involved. Merging WILL effect reports regarding counts & costs, merged leads will no longer be part of reports, although still visible in your lead list.

On the lead you are Merging INTO ,you should select the “Protected Fields” you want to preserve from getting overwritten.

On leads you are Merging FROM, you should select the “Merge Fields” you want to allow an attempt to overwrite.

The “Merge Order” determines the order leads get merged from top to bottom, merging 1, then 2, and so on. You want the most Authoritative Leads inserted last. Drag and Drop the Boxes to Reorganize.

Regardless of Protected or Merge Fields selected, All Policies, Notes, Dependents, Touchpoints, Meta, Relational, Custom Fields, Dialer ID’s, Callbacks, Appointments, Favorites, Documents, Action Logs, Relay Logs, Relay Queues, Mailer Logs, View Logs, API Logs and Surveys will be merged by changing the Lead ID with the Merged Into’s Lead ID.

Merge and Protected Fields only include Uncommon Values among all Leads involved.  Unique Values will be merged in if they exist. Blank, or Unset values are filtered out.

THERE IS NO UNDO!!! If you forget “Merge Fields”, you can however, simply rerun the merge and choose the fields to merge again.

Surveys

• Surveys can now be run more than once on the same lead.
• Surveys each have a UniqueID created when running, so you can follow the path per survey on a lead.

Admin Dashboard

• Now when selecting Include Post Dates, will include Post Dates Total at bottom and table of Post Date Conversions created in the time span. (Not Post Dates Submitted)

TQL

• Fixed a bug with _has and date
• Added “resolve” param to allow the system to try to shorten certain field names: IE: Policies joining Leads should be able to show first_name instead of lead_first_name
• Added some Calculations to tql Policies.
• Fixed an issue with Aggregation still pulling in group_by defaults when no longer needed.

Fields & Products

• Now Sortable! Yay!
• CC Type and Payment Type now can be Reduced in Product Settings. Not part of Matrix.
• Moved Non-Matrix related Fields for Reduction into “Other Fields” tab in Pricing section. Deposit was moved there.

Fields & Status

• Statuses can now be configured to Front on Button press.
• Statuses can now be configured to send Relays on successful Update.

Contacts

• Fields Moved
  • SSN and Tax Filing have been moved to Legal Information
  • Occupation, Budget and Annual Income have been moved to a new section “Financial Information”
    • Added Calculated Fields to Financial section
      • Monthly Income
      • Household Annual Income
      • Household Monthly Income
• Made it so you cant input a phone number less than 10 digits. It will just set it to whatever it was.
• Fronter should now show up when fronted and the option is enabled.
  • Added a Cute lil man passing a box as the icon.
• Names now Auto Trim, to prevent extra spaces from gobbling up space for no reason.
• Admins can now change Fronter and Fronted Date on the Contact.
• Made it possible to prevent agents from entering a Duplicate by phone number on Manual Entry. (Removes the yes, make the dupe checkbox).

Linked Dependents (Create Lead from Dependent)

• Now possible to click “Create Lead” on a Dependent. Bypasses Dupe check. Allows you to more easily create policies for a dependent if they choose to buy now or in the future.
  • Copies Dependent information to new contact. Once created, shows button that says Open Linked Contact.
  • Contact Itself will have a link back to where it came from.
  • Vendor and Marketing information will be copied. Price will not be copied. Address info from Contact will be used if not provided. Phone numbers from contact will be filled in if none in the Dependent. Same for emails.

Address Validation

• Address Validation is now Available for Lead Address, Policy Billing Address, and Dependents Address.
  • This is enabled by signing up for a Service called ServiceObjects
    • We are looking into adding this in as a Value Added Service that we can enable for a fixed cost.

Vendors

• Mass Edit Vendors now supports setting Public Name to Description en Masse.

Policies

• Changed “Subsidized Premium” to read “Subsidy Amount” for clarity as it was confusing.
• Fixed some issues with Policy Validation.
• Lead Tags can now be added to Policies Columns

TLDialer

• Now Supports Pause Codes!
• Fixed some Blank Options showing in edit menus.
• Agent Log
  • Agent Log now has new Time Filters
  • Agent Log now has Average and Totals for Columns and filters for seconds related fields. Have fun making reports!
• Calls
  • Now connects to Call Log Properly. You can now get detailed information about the calls.
  • Also connects to Agent Log properly. Have fun making reports!
  • Added Number Dialed Filter
• New Call Menu Option for State Routing
• cm_postal_areacode.agi
  • We now have a script for Call Menu’s that will attempt to find the lead loaded by unique callid, then if it has a state, route to that state, if it has a zipcode, lookup the state and route to that state, or find the state by callerid area code and then route to that state.
    • Originally we could only do State by CallerID.
    • State by Postal was a Standard Feature of Vici, but it required user manual entry. We created our own that serves both purposes.

Users

• Non-Account users should show up again.
• Removed “Ingroups” on Mass Edit TLDialer User, you should use the Ingroups tab instead.

Relays

• Fixed some bugs on the Relay Map and updated it to some newer methods.

Posts

• Minor Fix to FTP Posts
• Removed an Unneeded Log Update
• Now Supports JSON!
  • You can now send data via JSON by setting your request headers to application/json and provided a JSON object as the post body.

Egress API

• The Egress API is now mostly functional and ready for usage.
• Egress and Ingress API now properly Log Requests

API Logs

• API Logs now Exists and lets you search via different criteria.

Contacts

• Fixed Action Log Tabs
  • Finally!
• New Fields
  • Tax Filing
    • Filing Jointly
    • Filing Separately
• Policy Calculator Correction
  • We were made aware that sometimes the Government Subsidies more than the cost of the persons Monthly premium, but they don’t pay up! (Typical huh?)
    • If any of the calculated fields that subtract the subsidy are less than 0, we set it to 0.
      • Actual Premium
      • Actual Initial
      • Actual Monthly
      • Total Monthly
      • Total Initial
• New Product Validation Option
  • You can now set a Product to Ignore checking for Payment Information when set to Require it, if the Actual Monthly premium is 0 or less.
• New Policy Field under Beneficiaries Section
  • Contingent Beneficiary Name
  • Contingent Beneficiary DoB
  • Contingent Beneficiary Relationship
• New Policy Status
  • Pending: Incorrect Quote
    • Shows up during Application -> Submit
• New Lead & Dependents Section
  • Legal Information
    • This can be used for pretty much any type of policy, but can also be hidden in Options -> Contact Form
  • The fields in this section hide and show based on the type of legal status the client or dependent has. It will show and hide certain fields.
  •  Fields
    • Legal Status
      • Select Menu
        • Citizen
        • Naturalized
        • National
        • Resident
        • Immigrant
        • Undocumented Immigrant
    • Immigration Status
      • Only shows if the person is a Resident or Immigrant
      • Multi- Checkbox
    • Document Type
      • Select Menu
        • Permanent Resident Card, “Green Card” (I-551)
        • Reentry Permit (I-327)
        • Refugee Travel Document (I-571)
        • Employment Authorization Document (I-766)
        • Machine Readable Immigrant Visa (with temporary I-551 language)
        • Temporary I-551 Stamp (on passport or I-94/I-94A)
        • Arrival/Departure Record (I-94/I-94A)
        • Arrival/Departure Record in foreign passport (I-94)
        • Foreign Passport
        • Certificate of Eligibility for Nonimmigrant Student Status (I-20)
        • Certificate of Eligibility for Exchange Visitor Status (DS2019)
        • Notice of Action (I-797)
    • Naturalization Certificate Number (ncf_number)
      • Text
    • USCIS Number (Alien Number)
      • Text
    • Permanent Resident Card Number (Green Card)
      • Text
    • I-94 Number
      • Text
    • SEVIS ID ( Student and Exchange Visitor Information System )
      • Text
    • Passport Number
      • Text
    • Passport Expiration
      • Text
    • Passport Country of Issuance
      • This will auto select USA and not show if the person is a US Citizen.
      • Select Menu of Countries
    • EAD Card Number (Employment Authorization Document
      • Text
    • EAD Expiration
      • Date
    • EAD Category Code
      • Text (max 3)

Lead Posts

Fixed a terrible, unreported and  unnoticed bug with Dupe checking. Now let us never speak of this again…

• Added “Price” as a postable Field. This should help with Vendors that are capable of passing the Bid Price along with the lead, which allows you to overcome the Fixed cost issue when setting on the Vendor. The QT Time feature will still work with TLDialer and remove the cost if the QT Time expires. But the original cost will be logged.
• Added “Debug” to Vendors, which will show you performance on result of a lead post. This will format itself based on the Response Type set.
  • Example: 1 Success: Success|time: 0.1198s|memory: 7.24 MB|peak: 7.53 MB|method: POST|code: 200
• Added a | to the front of successful TEXT based responses. This will allow you to parse it better. Debug information will also be separated by | key values will be separated by :
• Vendor Passthrough
  • Vendor Passthrough is when you use one Vendors Post ID and POST key, but pass in a different Vendor ID in the data parameters. Normally this only works via Uploads and FTP Sync. Now it can work via Posting data as well if enabled.
    • The Passthrough Filters will work with FTP and Uploads if set, but enabling it is not required for these Vendors.
  • You can now set the ability for Vendor Passthrough via POST.
    • The feature can be found in Vendors under Data
  • You can assign a Vendor group of Passthrough to be allowed.
  • You can assign specific Vendors to be allowed

TLDialer

• Fixed a Bug with Agent Emergency Logout.
• Live Agent Report Modifications
  • You will now see 3 Tables when there are Calls in Queue
    • Queue by List
    • Queue Campaign
    • Queue Details

Egress API

• Lead Data has been added to the Egress API

Login

• There was a bug that was preventing the external user whitelist from working. It now overrides all IP Restrictions as it should have.

Options

• Dialer tab is now known as Contact Form
• Contact Form section has been redone to make it a little easier to read and follow. Testing this layout.
• Fixed up some code related to options to save space and be more efficient.

Lead Relational

• Fixed a bug with Lead Relational introduced with PHP 7 that caused it to sometimes not be saved.
• Added Lead Dependent Relational

Users

• Can now search by Multiple User ID’s

Filters

• We can now assign Filters and see all your filters to assist you better with creating reports custom to your user.

Surveys

• Surveys now Support “Status Updates” when clicking a Button. This can be done at any point of a Survey.
  • Statuses will be Saved on the Survey as well as the Lead.
• Reorganized Survey Questions to have Tabs so we can add more features easier in the future. There wasn’t much space.
• Surveys can now be set to “Pop” Open when a Certain Status and loaded, similar to the Script Template Popup feature. Useful for New or Manual Insert Leads from the Dialer. The setting can be found in “Automation” under each Vendor.

Products

• Can now mass update product types.