Problem with scheduled callbacks

[delphus]

Hi every one.

I've a problem with scheduled callbacks.

We work on an automatic campign with RATIO with Auto-Alt Dialing setted to ALT_AND_ADDR3.

When an agent scheduled a USERONLY callback, he correctly see the callback list and launch the manual call. If the main customer's phone number is busy, the system automatically call the alternative number. If the customer answer on the second number, the call is passed to another free agent.

Is possible to avoid this behaviour?

Thanks all

[williamconley]

1) Welcome to the Party!

2) As you are obviously new here, I have some suggestions to help us all help you:

When you post, please post your entire configuration including (but not limited to) your installation method and vicidial version with build.

This IS a requirement for posting along with reading the stickies (at the top of each forum) and the manager's manual (available on EFLO.net, both free and paid versions)

You should also post: Asterisk version, telephony hardware (model number is helpful here), cluster information if you have one, and whether any other software is installed in the box. If your installation method is "from scratch" you must post your operating system and should also post the .iso version from which you installed your original operating system. If your installation is "Hosted" list the site name of the host.

If this is a "Cloud" or "Virtual" server, please note the technology involved along with the version of that techology (ie: VMware Server Version 2.0.2). If it is not, merely stating the Motherboard model # and CPU would be helpful.

Similar to This:

Vicibox X.X from .iso | Vicidial X.X.X-XXX Build XXXXXX-XXXX | Asterisk X.X.X | Single Server | No Digium/Sangoma Hardware | No Extra Software After Installation | Intel DG35EC | Core2Quad Q6600

3) Take busy out of the /vicidial/admin.php?ADD=31&SUB=26&campaign_id=XXXXX auto-alt-dial status list.

You say this happens on manual dial callbacks? Hm.

[delphus]

Thank you for your answer!

This is my server configuration:

Vicibox 5.0.3 from .iso | Vicidial 2.8-377c Build 130802-1134| Asterisk 1.8.23.0-vici | Single Server | No Digium/Sangoma Hardware | No Extra Software After Installation | Vmware Esxi 5.1

Yes the descripted behaviour happens also for manual dial callbacks.

After the agent click on DIAL, the agent interface calls the action 'manDiaLonly' of vdc_db_query.php who inserts the lead into table vicidial_auto_calls with a callerid starting with M.

In the FastAGI_log.pl (starting from line 1394), the call row is found and, independently by the type of call (MANUAL or AUTO), it check if campaign has alt_dial enabled. If it has, the alt_phone or the address3 is inserted in the hopper_list

This is what is written in the vicidial_dial_log (XXXX is for the phone_number, YYYYY is for alt_phone)
caller_code, lead_id, server_ip, call_date, extension, channel, context, timeout, outbound_cid, sip_hangup_cause, sip_hangup_reason, uniqueid
'M3141006210000041656', '41656', '192.168.1.48', '2014-03-14 10:06:21', '939XXXXXXXXXX', 'Local/8600058@default/n', 'default', '30000', '\"M3141006210000041656\" <CCCCCCCCCCCC>', '0', '', ''
'V3141006320000041656', '41656', '192.168.1.48', '2014-03-14 10:06:32', '8368', 'Local/939YYYYYYYYYY@default', 'default', '30000', '\"V3141006320000041656\" <CCCCCCCCCCCC>', '0', '', ''

Do I wrong something in my configuration? The campaign has scheduled_callback ='Y' and Auto-Alt Dialing setted to ALT_AND_ADDR3.

Thank you.

[mflorell]

When you enable auto-alt-dialing, it is enabled for every call placed in the campaign, including manual calls like callbacks.

If you want to avoid this behavior, disable the System Setting for Callback Campaign Lock and use a separate campaign for your agents to place callbacks. That's the only way to avoid the behavior you describe.

[delphus]

Thank you for your answer.

It could be a suggestion for new versions? I think it could be useful to decide if a useronly callback can or not use auto-alt-dialing.

[delphus]

If I replace the following instruction in FastAGI_log.pl Line 1413

if ($VD_auto_alt_dial_statuses =~ / $VD_status | $VDL_status /)

with this one

if ( ($VD_auto_alt_dial_statuses =~ / $VD_status | $VDL_status /) && ($callerid =~ /^V\d\d\d\d\d\d\d\d\d\d\d\d\d\d\d\d\d\d\d/) )

I'll solve my problem?

I have no experience with PERL, I need to recompile it or it is like php?

[mflorell]

Auto-alt dialing is triggered in several places in the vicidial code, not only the FastAGI_log.pl script. You would have to change every place that they are triggered for your suggestion to work.