Dead Call Max Status Issue

All installation and configuration problems and questions

Moderators: gerski, enjay, williamconley, Op3r, Staydog, gardo, mflorell, MJCoate, mcargile, Kumba, Michael_N

Dead Call Max Status Issue

Postby dreedy » Wed Apr 04, 2018 4:42 pm

I have recently set "Dead Call Max Status" to 30 seconds.

I have noticed an issue with this. In the process of the call being in progress and the customer hangs up, if the agent calls them back on the main number or alt number the second time. The dead call timer will still hang up on the call at 30 seconds from the initial time of the hang up.

The Manual Alt Num DIaling is set to "Y" on this campaign.
Drop Call Seconds "4"
Customer Gone Warning Seconds "30"


Is this normal behavior for this setting?
1- mysql/apache Server (ViciBox 11) Dell R640
1- Dialer (Vicibox 11) Dell R620
1- Archive Server Drobo 810n

Asterisk 16.30.0-vici |VERSION: 2.14-900a | BUILD: 231115-1636 | svn 3787 |dbschema 1702
dreedy
 
Posts: 168
Joined: Tue Nov 24, 2015 10:16 pm

Re: Dead Call Max Status Issue

Postby mflorell » Wed Apr 04, 2018 4:49 pm

Yes, if you are using manual ALT number dialing in the campaign then you should not activate that feature. The feature was designed to force agents to move along to the dispo screen, and that's not really something you need to do if you are allowing manual ALT number dialing.
mflorell
Site Admin
 
Posts: 18335
Joined: Wed Jun 07, 2006 2:45 pm
Location: Florida

Re: Dead Call Max Status Issue

Postby dreedy » Wed Apr 04, 2018 4:52 pm

Darn, It would have been nice. I have several reps that tend not to watch there screen. This cause them to be listed as Dead on the real time screen. Thanks for the quick reply.
1- mysql/apache Server (ViciBox 11) Dell R640
1- Dialer (Vicibox 11) Dell R620
1- Archive Server Drobo 810n

Asterisk 16.30.0-vici |VERSION: 2.14-900a | BUILD: 231115-1636 | svn 3787 |dbschema 1702
dreedy
 
Posts: 168
Joined: Tue Nov 24, 2015 10:16 pm

Re: Dead Call Max Status Issue

Postby williamconley » Wed Apr 04, 2018 4:58 pm

dreedy wrote:Darn, It would have been nice. I have several reps that tend not to watch there screen. This cause them to be listed as Dead on the real time screen. Thanks for the quick reply.


You could try telling them to log out and back in. This may clear the DEAD and allow them to then manually call their last lead without getting cut off.

Or pay for the feature to be upgraded and "take into account" a manual redial.
Vicidial Installation and Repair, plus Hosting and Colocation
Newest Product: Vicidial Agent Only Beep - Beta
http://www.PoundTeam.com # 352-269-0000 # +44(203) 769-2294
williamconley
 
Posts: 20018
Joined: Wed Oct 31, 2007 4:17 pm
Location: Davenport, FL (By Disney!)

Re: Dead Call Max Status Issue

Postby dreedy » Wed Apr 04, 2018 5:01 pm

I have found that if the make their next call without alt dialing that they can go into the call log and locate the call that was hung up and alt dial then. Or like you say log out and back in, then alt dial.

Yep i might be able to get it that way also.
1- mysql/apache Server (ViciBox 11) Dell R640
1- Dialer (Vicibox 11) Dell R620
1- Archive Server Drobo 810n

Asterisk 16.30.0-vici |VERSION: 2.14-900a | BUILD: 231115-1636 | svn 3787 |dbschema 1702
dreedy
 
Posts: 168
Joined: Tue Nov 24, 2015 10:16 pm

Re: Dead Call Max Status Issue

Postby williamconley » Wed Apr 04, 2018 5:37 pm

Of course, if they merely disposition the call as a special dispo named "oops, lost the call", then go to their call log and call that last call again ... they should be good without logging out. But they likely MUST dispo that dead call before continuing to avoid the deadcall max timeout.
Vicidial Installation and Repair, plus Hosting and Colocation
Newest Product: Vicidial Agent Only Beep - Beta
http://www.PoundTeam.com # 352-269-0000 # +44(203) 769-2294
williamconley
 
Posts: 20018
Joined: Wed Oct 31, 2007 4:17 pm
Location: Davenport, FL (By Disney!)


Return to Support

Who is online

Users browsing this forum: No registered users and 74 guests