vicidial.org

Hi All,

I have a request from a customer, which I hopped to get some suggestions from the community on.
The currently installed version is in the signature below.

Basically, the request is as follows:
When an agent speaks to a lead and sets disposition X, to have the system re-work the same leads again at least a week from the last call. During the second attempt, the lead should never be connected to the same agent from the previous call; thus giving another agent a chance to make a sale.

I guess my question is 2 part:

1) Is it possible to automatically retry a lead in a week?
I was thinking of 2 possible features that could accommodate for this:
a) Lead Recycling --- ATTEMPT DELAY seems to be limited to max 24 hour period.
b) Scheduled Callback - however this feature requires manual "scheduling" input from agent, which is prone to user errors.

Both do seem to have limitations, are there any alternatives that you could suggest?

2) The second part of the question:

Is it possible to exclude the agent from call delivery ?

I was thinking of customizing /usr/src/astguiclient/trunk/agi/agi-VDAD_ALL_outbound.agi with some extra queries to dip into call_log table and get last agent from the last attempt.
at this point exclude agentID from vicidial_live_agents array, if present
Obviously, the above requires complex coding which may take a long time...

Any suggestions/guidance on both questions above would be greatly appreciated.

1) DO NOT use Lead Recycling. Ever. It's designed to be used to call back "busy" leads after a very short time (in seconds). Any other use will cause you more headaches and loss of hair trying to figure out what's wrong than it's worth (even if you're already bald).

2) Lead filter: Last Call Time! This can be used to omit leads that have been called within any time period. MySQL is a very cool tool. No "coding", just a sql query.