Agent Not Available & No Answer AutoDial

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Agent Not Available & No Answer AutoDial

Postby triv » Thu Nov 21, 2019 8:09 am

Hello guys,

I am running :
VERSION: 2.14-692a
BUILD: 180927-0018

I have a question. I have a lot Agent Not Available & No Answer AutoDial.
What you suggest me to check ?

I am testing some of them by dialing manually and they seems okay but i don't why the system detect as Agent Not Available or No Answer AutoDial.

My campaign settings are:

I am using Ratio : 3
Dial Timeout: 60
Drop Call Seconds: 5

Thank you,
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Re: Agent Not Available & No Answer AutoDial

Postby williamconley » Wed Nov 27, 2019 6:45 am

I am testing some of them by dialing manually and they seems okay


Okay as in ... they are not answered? Or Okay as in they ARE answered?

And just because they answered when you called from your cell phone (with a different caller ID) does not mean they answered when you called from Vicidial. People are funny that way.

Agent not available ... by this I presume you mean "DROP" is the status. That just means that there were no agents in READY status during the 5 seconds allowed to get the call to an agent. That often results from having a lot of simultaneous answers when dialing heavily. The unfortunate side effect of that is dropping several calls, then having agents wait a long time for the next heavy dial to happen. Tweaking the system to even out the flow is often necessary to avoid DROPs and excessive wait time.
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