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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.

TLDialer

• Dispositions
  • If you Disposition a Lead with a “Completed” or “Unworkable” status the system will Update ALL LEADS related to the Current Lead
    • Related Criteria
      • Status is Not Unworkable
      • Status is Not Completed
      • Not Current Dialer ID
      • Same Vendor Lead Code as Current Dialer ID
      • Phone Number in Any Phone Field from Current Dialer ID
      • Alt Phone in Any Phone Field from Current Dialer ID
      • Address3 in Any Phone Field from Current Dialer ID
  • DNC
    • The DNC Button now Properly Forces the Phone Numbers on the Lead into the DNC.
    • The Remove from DNC Button now Removes all Phone Numbers on the Contact out of the DNC.
    • DNC Add and Delete both update the Vicidial DNC Log properly.
• Recordings can now be downloaded in MP3, WAV and OGG.
• You can now Unlink Dialer ID’s, or Open Dialer ID’s in the Vicidial Panel right from the Contact.
• Added Mass Remove TLDialer ID’s and TLDialer Association ID’s.
• Data Sync code has been moved to PHP instead of the JS API.
  • Faster and more secure, less prone to JS Endpoint Issues.
  • Data now syncs regardless of wether you are on the Dialer or not.
    • Data sync is based on Lead ID and Dialer ID.
      • If Multiple Dialer Leads have the same Vendor Leads Code, all of them will be updated with the correct data.
• Dispositions now work when Offline (Not on the Dialer, and not on an Active Call, Not the Lead related to your call).
  • If you change your lead while in a Call, the system will ask you if this is the Correct Lead for the Current Call if the Dialer ID is different, or missing.
    • Pressing No will let you go about your business and continue editing as if it wasn’t that lead. This includes Dispositioning the lead. This will NOT disposition your call.
    • Pressing Yes will change the Dialer ID on the new Lead to the Call’s Dialer ID, and add the Dialer ID to the set of connected Dialer ID’s. It changes the merged leads vendor_lead_code to match the corrected TLD Lead ID. It also removes the Dialer ID From the Previous lead including the relational Dialer ID’s for that lead.
• Added TLDialer Agent Logs to TLDialer Section so you can sort and export data.
• You can now Hide the Ingroups dropdown  that shows up after logging in so your Agents don’t get upset when they notice the person sitting next to them has different ingroups.
• Fixed an issue with Mass Update TLDialer User, where it would remove their Ingroups from the Live Agents Table if you didn’t select any ingroups.
• Fixed an Issue with Hide Call Label Type where it was always and only showing the Outbound Call Label, but never the Inbound Call Label.

Custom Lead Statuses, Callbacks & Appointments

• You can now set a Custom Lead Status to open an Appointment Window, or a Callback Window. The lead will not change status until the Appointment or Callback is Set.
• Dialer Status ID is now a Dropdown instead of letting you randomly type in something not allowed.

Contacts

• Modified the Way Callbacks behave and set Statuses.
• Modified the Way Appointments behave and set Statuses.
• Modified the logic to reduce queries when a lead has no surveys.
• Survey Logs on the Contact have been Modified to work with the new Survey Changes.
• Fixed an Issue with the Product Matrix that was preventing it from showing Default Values when no matrix permutations were present.
• New Relationship Field (Self) which added to Beneficiary Relationship

Options

• “Dialer” has been renamed to “Contact Form” in the options section since it makes more sense considering we have an actual dialer now.

Leads

• Leads section can now have preset Filters for when you click the “Leads” tab. This is useful for not having to create a filter to filter out Trash or Spam or other Custom Statuses you don’t care about.
  • This can be found in Options -> Settings -> Data

Lead Scorecard Report

• Now allows you to Filter Ancillary and Primary Policies as well as Products. Labels have been cleaned up to reflect.

Custom Fields

• Field source should be more readable.
• Added User In a User Group as a Field Source. Tag your users, and only those will show up.
• Added Vendor In a Vendor Group as a Field Source. Tag your users, and only those will show up.

Users

• Users can now have Validation Rules set for Leads similar to Vendors. You can also specify the Validation statuses for these rules.
• Users can now be Exported for External Purposes.

Vendors

• You can now Mass Update Validation Status Rules for Vendors.
• You can add Surveys and their Open Status in the Automation Section.

Products

• Made it so all the extra icons on Products always show regarding settings, but grey out when not configured, and turn green when active.

Surveys

Survey system has now been Revamped to be used by Agents, not just the IVR.

• Surveys Can be found under the Marketing Tab.
• Survey Logs have been Modified to work with the new Survey Changes.
• Surveys can Pop Open similar to Templates on Load based on Status. This has been added to the Vendor Section.
• On clicking a Final Question Route, the Survey will now Close itself.

TQL

• EAV Support Added for TLDCRM Tables.
• Enabled for:
  • • Vendors
    • Users
    • Accounts (Options)
• Fixed an issue with Naming Relational Joins
• Improved Join Performance
• Overview and Modifications of TLD TQL Schemas.
  • Changed the way Meta Fields show up. Now will show fieldname and fieldname_name as same value, your choice.
  • Standardized some fields that should have been _id to _id.
• Fixed an issue with Live Agents Table for TLDialer, Missing some ‘`’.
• Enabled ability to have Multiple Schemas referencing the same table but looking at the data different. (Wow!)
• Fixed an issue with Grouping in TLD TQL Columns.
• Fixed an issue with improper Operators showing on Multi-checkboxes
• Fixed an issue with Booleans.

Tags

• NEW MODULE
  • Can be found in Settings -> Tags
  • You can create tags and define them as Global tags, or specific to individual tables.
    • For now only Leads can be tagged, we will be adding tags to the entire system over time.
  • Global Tags can be placed on any Record.
  • Tags can be Deactivated
  • You can add more than one Tag to any Record (Leads only for now)
  • The Leads Section now has a Filter for Lead Tags.
  • You can add, remove and drop all tags using the Mass Edit function in the Leads pane.
  • Support Exports.
  • This is our First TLD Module using the TQL System!

Vendors

• Scrub by Zipcode
  • You can scrub by a comma separate list of 3 – 5 digits Zipcodes, similar to the Product Matrix Validator.
    • You can Accept OR Reject based on this list.
    • Works in Uploader, FTP and Lead Post.
• Scrub by Area Code
  • You can scrub by a comma separate list of 3 digit Area Codes.
    • You can Accept OR Reject based on this list.
    • Works in Uploader, FTP and Lead Post.
• Add Leads as Dependent on Dupe
  • You can now choose “Add as Dependent on Dupe” under Dupe Update and Dupe Update by Lead ID Options.
    • This is useful when you have a list of leads with the same phone number, and you just rather have the dupes added as dependents since they may be related.
      • If the lead has Address info (as it may be different), we auto uncheck “Lead Address” for you to prevent any data loss on the addresses.
• Fixed an issue with Mapped but not present data in Vendors. Should show yellow now instead of red to prevent confusion.

Egress API

• Modifications to Egress API. More Standards.
• Current Capabilities
  • Search Through Policies
  • Search Through Leads
  • Search Through Users

Ingress API

• Ingress API now Working.
  • Current Capabilities
    • Update Policy Record ID
    • Change Policy Status

Products

• Fixed an issue in Dialer Contact where changing Duration wasn’t updating pricing.
• Fixed an issue with Matrix Items and the new Rider Option.
• Fixed an issue with Selecting Price ID.
• Fixed an issue with Disabled Permutations.
• Admin123 Now is an Option for Any Product.
  • Added “Enabled” to allow editing of Products and “Active” to use in the system.

 

Bugfixes and Updates

• Fixed a bug with inserting images in Templates.
• Updated to latest Fontawesome Fonts. More icons!

TLDialer – Updates and Upgrades – OPUS Codec Enabled. (Better Call Quality)

• Asterisk and Vicidial upgraded to v13.21 and Revision 3046 respectively. Opus codec enabled and preferred. Inbounds tested working. Outbounds tested working. Recordings tested working. Please let us know if anything unusual arises that may be a result of this update as soon as you notice. We don’t expect any issues. Thanks! Oh, also, *don’t forget to close your browser and refresh your cache* in case Chrome decides it wants to load old files!
  • This will be live on  10/8/2018 for those of you who do not have it yet.
  • Answering Machine Detection EXTREMELY IMPROVED. 80 – 95% detection rate.
  • Drop Rates Improved. You can push your dialer harder now.
  • 

 

Policies

• Added 2 new Policy Statuses. These policy statuses can be disabled in Settings -> Options -> Dialer and Hidden from Dropdowns in Fields -> Search for policy_status
  • Pending: Direct Bill
    • Shows after Submission for Direct Bill Clients that have made it through the Submission Process
  • Cancelled: Non-Payment
    • Shows up for Active Policies, for when a client gets cancelled due to Non-Payment.
• New Credit Card Type
  • Direct Express. It will have a Mastercard Icon, as it is processed by Mastercard but sponsored by the Federal Government.

My Business

• It is now possible to show “Vendors” via their public name, and only those who have a public name, in the My Business Sections ( Leads, Policies )
  • The setting is in Settings -> Options -> Data -> Show Public Vendors in “My Business” sections.
  • This allows you to give your agents access to sort through lead lists, without knowing the actual vendors information. Cheers!

Uploader

• Uploader should now remember the correct vendor you last selected.
• Uploader should now start spitting out results as they come again.
• Added Protections for FTP Sync.
• FTP Now Supports Archived Documents. It will unzip them for you.
• FTP Now create Thumbnails for PDF’s on Sync, and attached THAT file to the Link instead of the document itself. The document will still be downloadable and openable in the download section.
• Added Links to Vendor Log in Uploads List.
• Added Links to Vendor Logs Filtered for Errors on Error Files.

Vendor Post System

• New Options in Vendor Data Settings
  • Update Lead on Dupe
    • This will update the most relevant lead with the information provided when a dupe is found (Conversions First, then Last one Modified, or last one in.)
  • Update Lead on Dupe Lead ID (If Present)
    • If you pass a Lead ID that exists in the system, it will update the lead with what you have provided.
    • If you pass a lead ID without this enabled, you will get an error. Do not pass Lead ID’s if you don’t plan to update. If Lead ID is empty, normal dupe rules will apply.
  • Send Relays on Dupe
    • Default Off, Why send it Back?

Vendor Logs

• Added Links to Vendor Maps and Post Instructions to Log Section.

Lead Scorecard Report

• TLDialer Mods
  • The Lead Scorecard Report will now favor the calculation of calls * the vendor rate over the lead rate per lead. If there are no calls, then the lead rate will show as is.
  • The Lead Scorecard will now give you the option to see “Duplicate Calls” and “Dropped Calls”. If you don’t see these fields please press “Reset Labels in the Labels Tab.

Feature: Print

• This feature will be improved on at a later date.
• If enabled, under Leads and My Leads, users can select multiple leads, and it will create a print friendly version with a print button of all those leads with basic information, any content within the “Image” field, and a worksheet of questions. Future renditions will allow for different Print layouts, and different print layouts per vendor. The goal is to have the print layouts merge with the Template system in the future.

Bugfixes

• User Section can now be sorted again. Huzzah!
• Users can now be added as Inactive or Inactive Visible and will preserve the setting (And not check seat count)
• Users had a bug on add. Fixed.

Upgrades

• TLD Database
  • Now Running Latest Aurora mySQL 5.7 Compatible Engine (~5x Faster)
  • Now Running on Latest Generation AWS RDS Instance (Better, Newer CPU)
• TLD Server
  • Now running latest PHP Version. Slightly Faster. New features for development.

Core Modules

• Rewrote pretty much the entire Core System. This should clean up any oddities and errors that came from the upgrades on 9/16/2018 which will forever be known as “The Event”  (9/19/2018)
  • “The Event” did not effect production in any major way, but did cause some minor issues that got hotfixed in the beginning of the week until we realized we needed a core rewrite to continue adding new features.
  • The rewrite will also let us Develop in a standard way.
  • The System should be much faster, less possibility of Memory leaks and more secure overall.
  • Tons of Legacy code have been removed that was pending 3 – 4 years to be removed.

Uploader

• Cleaned up some styles and issues on the Uploader.
• Found and fixed a bug causing lag on live with Field Maps.
• Added Column Count and Max Row Size to Uploaded File Info.
• Added Column numbers to File Maps.
• Some changes to text description on Uploader.

Fixes

• Fixed an issue with Shared Notes
• Custom fields should now properly save.