inbound calls on outbound campaign

[wpichler]

Hi all,

i have an outbound campaign setup where i do send calls on drop into a inbound campaign. The agents are configured to be member of the inbound campaign - and the agents can see the waiting inbound calls. The also do have the button to take the call - but the can't take the call if the are not in state pause.

Why is that so - that does not make sense for me - because i want my agents to take every call before it gets dropped. So the should have the ability to take the call if the don't have a call at time.

Is there any option i can change this behaviour ?

best regards,
Wolfgang

[mflorell]

vicidial.php version and build?

[wpichler]

svn a few days ago

vicidial.php 2.2.0-235, build 90930-2243

it as at line 8280 in vicidial.php

Code: Select all

        function callinqueuegrab(CQauto_call_id)
                {
                if (CQauto_call_id > 0)
                        {
                        if ( (AutoDialWaiting == 1) || (VD_live_customer_call==1) || (alt_dial_active==1) )
                                {
                                alert("YOU MUST BE PAUSED TO GRAB CALLS IN QUEUE");
                                }
                        else


i assume VD_live_customer_call is 1 if agent does have an active call.
AutoDialWaiting is 1 if there is a call waiting to get xfered to an agent - so agent should not do other things
alt_dial_active ? Why should the agent not take a queued call if alternative calling is activated ?

many thanks

best regards,
Wolfgang

[/code]

[mflorell]

Because of logging and how call routing works the agent has to take themselves out of the pool of available READY agents to be able to choose a call to take from the Queue. Without doing this the agent may receive a call right as they are about to click on the GRAB CALL link which would cause all sorts of problems.

[wpichler]

basically i have implemented this call flow to reduce the drop calls by playing a message to the customer and then let the customer wait while playing music on hold.
So i do not have some special agents logged in do take care of these calls - so the normal outbound agents have to take them.
If the agent is on state READY - and would take an inbound call - then the agent would get marked as INCALL - so it should not be a problem for the calculation.

And - the call which is waiting - is a already a live call - so it is on higher priority to take this call - as to wait for the next call to get available - in my opinion...

Is there any other way to do what i want ? To play a message and moh to the customer if no agent is available and wait to get an agent available ?

best regards,
Wolfgang

[mflorell]

I guess I don't really understand what the problem is.

Your agents should be logged in as Blended, and you should set the inbound calls as a higher priority. We have many clients that do this without any issues.

[wpichler]

until now i have had used this for the inbound calls
;exten => _90009.,1,Answer ; Answer the line
;exten => _90009.,2,Dial(Local/9${EXTEN}@vicidial,,to)
;exten => _90009.,3,Hangup
;exten => _990009.,1,Answer ; Answer the line
;exten => _990009.,2,AGI(agi-VDAD_ALL_inbound.agi,CLOSER-----LB-----CL_TESTCAMP-----7275551212-----Closer-----park----------999-----1)
;exten => _990009.,3,Hangup
; DID forwarded calls
;exten => _99909*.,1,Answer
;exten => _99909*.,2,AGI(agi-VDAD_ALL_inbound.agi)
;exten => _99909*.,3,Hangup

I have used a local channel instead of the IAX2 Loop - could this make problems ?

[mflorell]

Are you using the default dialplan or not?

[wpichler]

yes - i do only have changed the IAX2 Loop to a Local Channel loop...

[mflorell]

Is there a reason you did that?

That will break some functionality.

[wpichler]

i thought it would be less ressource intensive than using a iax2 loop...

[mflorell]

Not much, IAX2 is pretty lightweight.

[wpichler]

i have already changed it back to an iax2 loop - i will see tomorrow if it works now as expected