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General Information and Tips

Recommended Phone Number Formats

Recommended Phone Number Formats

It is recommended to use phone numbers in international format in all Daktela modules, e.g. +447911123456 or +420777777777. This ensures that your calls, SMSs, chats and social media successfully match your CRM database entries and previous contact centre activities. It will also prevent any possible phone number compatibility issues.

Daktela Technical Support

Daktela Technical Support

You can reach our technical support specialists using the contact information below:

  • email:

  • phone: +420 226 211 245 (clients from Czech Republic)

  • phone: +421 220 510 420 (clients from Slovakia)

  • phone: +48 322 132 939 (clients from Poland)

  • phone: +44 208 089 0443 (clients from the UK)

  • online chat

Visit our website for more contact information. 

Bulk Download Recordings From Daktela

Bulk Download Recordings From Daktela

If you need to bulk download recording from PBX, it can be done using FTPS. FTPS transfers data encrypted, unlike the regular FTP protocol which is transfering data in open form which can be easily captured, read and misused.

For the initial permission of FTPs access on your PBX, please contact our technical support. If your username is ftp, root or anonymous, FTPs access will not work.

Below can be found instructions of how to set some of normally used FTP clients. 

Total Commander

Total Commander

  • in case that you do not have installed TC on your computer yet, download 64-bit version from producer's website 

  • extract downloaded file

  • to directory where is installed Total Commander copy content of archive (files libeay64.dll and libssl64.dll)

  • in Total commander create connection by standard procedure

  • click on the FTP icon

  • click on the New connection button

  • fill-in address of your PBX, user name and password for downloading the records

  • do not forget to check SSL/TLS possibility


  • in menu File click on the button Site manager

  • configure FTP connection to PBX by standard procedure, only at item Encryption choose Require explicit FTP over TLS

Working With Spreadsheets

Working With Spreadsheets

Importing and Exporting

When importing data into Daktela, the data such as phone numbers and dates needs to have the correct format in order to be imported without errors

For phone number imports, the cell format must be set to "text". If another format is selected, errors may occur during upload or phone numbers may be clipped, especially if they begin with a 0.

Formatting of blank columns

If your import file contains blank columns, in some cases they a may return an error.

Call Pattern Syntax for Asterisk

Call Pattern Syntax for Asterisk

If you want to use call patern in dialplan, it has to always start with character _ (underscore).

X matches any number from 0-9 scale

Z matches any number from 1-9 scale

N matches any number from 2-9 scale 

[1237-9] matches any number or letter in the brackets, in this case these are the numbers (1,2,3,7,9)

. wildcard, matches one or more characters

example: this pattern _[2-8]XXXXXXXX matches all numbers of 9 characters length and starting with number from 2-9 scale

is separating prefix from number (example: 9|NXXXXXX would match if someone dial "95551234" but to canals will pass only "5551234")

For more detailed informations about asterisk dialplan is possible to use Asterisk documentation

Basic HTML Tags

Basic HTML Tags

HTML formatting works on principle of so-called tags using which is possible to determine text formattting, add a hypertext link to text or image, etc. 

Example of few basic tags: 

<br /> line break (use this tag only at the end of the line, without using this tag will be text without line break) - unpaired tag

<b> bold font - paired tag, ending with tag </b>

<i> italics - paired tag, ending with tag </i>

<u> underlined font - paired tag, ending with tag </u>

<s> crossed out font - paired tag, ending with tag </s>

<hr /> horizontal line - unpaired tag

<a href="">displayed text</a> adding a link to website

For example following signature:

Agent 1 
Daktela - all-in-one contact center
Contact: +420-226211245

can be defined like this: 

<b>Agent 1</b><br />
Daktela - all-in-one contact center
<a href=""></a>
<a href=""></a>
Contact: +420-226211245<br /><br />

More about basic HTML syntax can be found for example here.

Regular Expression Syntax Basics

Regular Expression Syntax Basics

A brief introduction to syntax of regular expressions:

Metacharacters - characters with special meaning



( )

groups the characters inside to one group


beginning of the string or beginning of the line


end of the string or end of the line

[ ]

groups the characters class


any one character (except new line character \n)

{ }

specify the repeat range of the previous symbol


following character is not metacharacter of regex but regular character


OR - dividing possible variants

Quantifiers - with their help is possible to specify number of repetitions of certain character or group of characters




0 or more occurrences of previous character


1 or more occurrences of previous character


0 or 1 occurrence of previous character


occurrence of previous character equals NUMBER in brackets


occurrence of previous character at least MIN times


occurrence of previous character at least MIN times and most MAX times

Examples of creation of simpler regular expressions can be found here:

For more info about regular expressions, go to e.g. this documentation.

Templating Language

Templating Language

Use the templating language to set up:

Use simple quotation marks in field path {{statuses['name']}}. Without them {{statuses[name]}} name will be treated as a value.


  • {{string}}, {{integer}}, {{array}}, {{array[1]}}, [{{fn.implode(', ', array)}}], {{}}, {{[0]}}, {{object['string']}}, {{object[string]}}, {{fn.strtoupper(object[string])}}, {{'H:i:s')}}

When using data:

  • ['string' => 'stringValue', 'integer' => 1, 'array' => [1, 2], 'object' => ['name' => 'objectName', 'data' => ['objectData'], 'string' => 'success', 'stringValue' => 'success']]


  • stringValue, 1, , 2, [1, 2], objectName, objectData, success, success, SUCCESS, '.date('H:i:s')

Supported functions:

  • Math

    • round, rand, pow, floor, abs

  • Date time

    • time, date, gmdate, strtotime, strtodate

  • Array

    • explode, implode, array_column, array_push, array_merge

  • String

    • trim, strlen, substr, strpos, strstr, sprintf, ucfirst, ucwords, strtoupper, strtolower, strip_tags, str_replace, urlencode, rawurlencode

Arithmetic Operators

Arithmetic operators are used with numeric values to perform common arithmetical operations, such as addition, subtraction, multiplication and division.

Scope data:

["done" => 9, "total" => 100, "float" => "5.4" ]

  • '{{1 + 2}}' -> '3'

  • '{{1 + 2 * 3}}' -> '7'

  • '{{(1 + 2) * 3}}' -> '9'

  • '{{(1.2 + 2,4) * float}}' -> '19.44'

  • '{{fn.round((done / total)*100, 2)}} %' -> '9 %'


Syntax allow use inline condition with using logical and comparison operators.

Scope data:

["success" => true, "ok" => "ok", "notOk" => "not ok" ]

  • '{{(success) ? ok : notOk)}}' -> 'ok'

  • '{{(! success) ? ok : notOk)}}' -> 'not ok'

  • '{{1 && (0 || success) ? ok : notOk)}}' -> 'ok'

  • '{{1 > 0 && 1 < 1 ? ok : notOk)}}' -> 'not ok'


Working with text:

Data: {"name":"John Smith"}




whole string


John Smith




char position 0



string in template

{{fn.ucwords('good day')}}

Good Day

url encode



Working with time:

Data: {"strtotimeValue":"yesterday"}




current time

{{'Y-m-d H:i:s')}}

2020-01-27 17:01:31

current timestamp






time from string


2020-01-26 00:00:00

time from string

{{fn.strtodate('yesterday', 'Y-m-d')}}


Working with numbers:

Data: {"numberA":"1.4"}







rounding variable



generate random number

{{fn.rand(0, 100)}}


Working with fields:

Data: {"map":{"statusesPK":"name"},"displayName":"title","values":[1,2,3],"forExplode":"hi,hello","statuses":[{"name":"lead","title":"Lead"},{"name":"not_exist","title":"Doesn't exist"}]}




list entire number field

{{fn.implode(', ', values)}}

1, 2, 3, 4

specific value from field



list entire status field

{{fn.implode(', ', fn.array_column(statuses, 'title'))}}

Lead, Doesn't exist

split text into field,
load second value

{{fn.explode(',', forExplode)[1]}}


title of first status in field



use variable in field


Doesn't exist

use variable in field




Examples of Events

Send an email with current date in the subject.

A ticket with several statuses receives a specific status

Request for activities older than 3 days

Troubleshooting: Deep Distorted Voice

Troubleshooting: Deep Distorted Voice

In Windows, if you experience distorted and unnaturally deep voice – you sound like Darth Vader – you may need to turn off your sound enhancements on your microphone.

Go to Start → Settings → System → Sound → Input → Device properties → Additional device properties, click the Advanced tab and under Signal Enhancements, uncheck Enable audio enhancements.

If you don't have the Signal Enhancements option in the Advanced tab, go to the Enhancements tab and uncheck any enhancements you have enabled.

Changing Your SIP Device and IP Phone Passwords

Changing Your SIP Device and IP Phone Passwords

Use this guide to change your SIP Device password, e.g. if you need to remove access for a terminated employee or in case of a security breach.

  1. In the Main Menu, go to Manage → Devices → SIP Devices:

  2. Open the SIP Device where you want to change the password, enter a new password and save your Device:

  3. Enter your new password into your IP Phone – see the setup instructions for your specific phone below:

Software Phones

Hardware Phones

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