vicidial.org

Hi,

We have a Vidicial for an inbound campaing with 15 agents.
Some times we get a lot more of 15 concurrent calls, so we want to contract an external call center to send the XDROP calls we can't answer.
The other call center uses Asterisk too, so they gave as an IAX trunk which is working OK.
Then we set a an extensions configuration to send the call using the "Drop Exten" parameter in the In-Group configuration, but with that we loose the original CID and DID.

Which is the proper way to make this work??

Best regards
Javier

admin.php version and build?

VERSION: 2.0.4-121 BUILD: 80424-0442

Thanks!

I would suggest upgrading to 2.0.5.1rc1 so that you can have better options for doing this. With the version you are using(which is currently unsupported) it is not as easy to set this up.

OK! how should I set it up in 2.0.5?

If you read the new managers manual or load up the vicibox demo, it will be fairly easy to do. if we tell you how to do it here ... we'd just be copying the manual ...?

so do both! download and burn the vicibox demo and boot from it while looking at the manual. life will get easier.

then download and INSTALL vicibox and you're up and running (or you can "upgrade" with the upgrade instructions in the vicidial download zip)

I did it, I installed vicibox I have read the manual and I can't find it.
I need to take calls by regular agents and if there is no one available, I need to transfer the call to the external call center.

Please give me a hint.

Thanks,
Javier

if an agent is not available to take a call after XX seconds, it will be considered a Drop (this is set in campaign settings). You can set the system to send a "Drop" call to any extension you like. IF you want to read the manual on those options, you can. If none of those options work for you, which are all available within the GUI for vicidial 2.0.5, you can build your own extension and pass any information that your other server can accept with custom variables or within a dial command.

There are a lot of possibilities for how to do this, some easy, some intricate. Each with its own requirements and technical idiosyncrasies.

Thanks williamconley but I already tried to set up an extension in the "drop exten" to send the call to the external call center, and it doesn't work for me as I explained before, because I loose the CID and DID of the call when it is transfered to the other asterisk box.

Do you know another way to do it? I was thinking to use external agents with less priority than the regular agents for the same campaign. Do you know if it can be done?

Cheers!
Javier

In fact it can. you can also use another In-Group to drop to (first in-group would be local agents, 2nd in-group would use remote agent that is actually a Queue in another asterisk box). As I said, there are LOTS of ways.