Use local DID as CID source

[mstopkey]

Hello all,

We have the need to be able to use DID as CID lookup source. Here's the scenario. We provide DID per client, when DID rings, CID source must use the DID and then we will use the ViciDial DID CID setting of CIDLOOKUPRC to look in list in the system with Client information and client phone set as the DID we assigned to them.
The reason for this is we never know what number the client may call from and this method would allow us to ident them.
Has any one done this? Any script available for this?

Version: Will use what will work for this!

[williamconley]

Why go crazy modifying the code? Set up an InGroup for each DID and put in a script identifying the client and what they are entitled to, explicitly. Be sure to maintain the script when client subscriptions change. The script can have the client name and/or anything else in it you want, and can "pop up" for the ingroup campaign automatically, forcing the agent to see who the client is and everything else all at once.

this will also allow you to have your agents select each "client" explicitly when they log in so you can decide which agents interact with which clients and allow/disallow client/agent pairs selectively using manager controls.

[mstopkey]

Greetings William!

I considered this, it is a decent solution but all agents will be answering for all clients. There are over 160 clients! So agent login would be a bit cumbersome selecting each InGroup when they login.

[williamconley]

have you investigated what information is available during scripting? If you can include the DID and possibly the DESCRIPTION of the DID, you may be able to use that description to identify your client per DID.

[mflorell]

We have a client with over 400 in-groups, so ViciDial should not have an issue handling 160 of them.

As for the DID, this can be inserted into the vicidial_list table as a field value depending on how you are routing calls to the in-group.

[williamconley]

i think his concern is that having the agents all log in to 160 in-groups (and watching 160 in-groups ... as a manager) could be prohibitive.

now that concept of putting the DID into a field in the "list", and then bringing that information up in the agent-interface ... that sounds promising.

especially since one COULD (with no programming in vicidial) then use a web-form to pull up any information required at the moment of receiving a call.

[mstopkey]

William,

You are correct in the management assumption, Plus, most clients will have the same call queue priority but others will have higher priority. This makes management of the In-Groups easier.

Matt, I have done my testing as you described, load clients in the default campaign list and if the system could use the DID as the CID lookup, then in the list, each client would have the DID I assigned to them as their phone number in the vicidial_list table. This way as we bring on a client, I assign a DID on the system to them, that is the call in number given for them to call. One client might have 20, 30, 50 or whatever different numbers they are calling from. This would allow me to maintain much easier than calling all clients and asking for all numbers they might call from to put those in list. Using the DID as their lookup ident against the list is much easier to maintain.

[mstopkey]

BTW,

I am leaning toward ViciDialNow CE with SVN trunk for this job as each DID will route through an English/Spanish menu. I have a machine with this running on it ready for production except for the CID issue.

If this requires custom programming, I am willing $$$

[williamconley]

i don't post pricing online (cuz it changes and i don't want someone to call me next year and want the same pricing! LOL except for "sale" stuff in my signature)

but if you were to send me or post a precise requirement, we could build a solution fairly easily. it sounds like there will be more than one way to skin this cat. which version are you using from svn? (2.2.x, 2.0.5-xxxx?)

how much of the client information do you need to show upon getting the call? (Just the callerid, or client name, client name and the service(s) to which they are entitled, a script based on the client ...?)

[mstopkey]

Hello all,

After further setup and review of the current SVN trunk on ViciDialNow CE, we are going to use this as the solution with what Mr. Conley suggested of using a script for each in-group. I demonstrated this to my client and they loved it! We will give the client access to edit scripts to alert agents about special notices for this property/call route. As for the login headaches, I resovled this with making all agents assigned to in-groups and removed access to select in-group. Works Great!

[williamconley]

Vicidial Puzzle Pieces.