vicidial.org

Hello !

I'm running Vicibox 8.0.1, handling incoming calls that are transferred to external numbers through a carrier I'm connected with.

A dozen times a day, an outgoing call fails, with a "FAILED" or "NO ANSWER" or "BUSY" disposition.
Is there a way to get these calls back to my agents ?

The best case would be to get the call back in a queue specifically attached to the agent who initiated the failed transfer, with a high priority so this agent will handle that call as soon as he hangs up his (possible) current call.
Second option would be to put the call back in queue in his original in-group, with the highest priority, so any other agent would get the call ASAP.
In both cases, the agent getting the call back should know that this call is coming back from a failed transfer, and the number we unsuccessfully tried to transfer to should be displayed - so the agent will choose another number for the next transfer.

So far, the only way not to loose these customers seems to be for the agent to initiate a 3way transfer, so he can leave the conversation only once he made sure the transfer is OK. If not, then the agent could make the transfer to another number. But that way makes loose some precious agent working time (few seconds, while waiting the call to be connected).

Thanks

Hi There,

Any clue about how this could be done ?

Short version : on the manual transfer calls made by the agents, in case of failure I need to retry it few times AND/OR getting back to the agents the customer so they can transfer him elsewhere.

Thank you