inbound calls and callbacks

Discussions about new features or changes in existing features

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

inbound calls and callbacks

Postby mms1 » Fri Sep 18, 2009 2:25 pm

We experienced a scenario where a record was dispositioned as a CBHOLD. An inbound call came in from that record and it was changed to a SALE.

A few days later at the time of the scheduled callback, the record was placed in the hopper and recalled even though SALE is not a callable disposition.

Is there a script or process in Vicidial that protects against this?

Any help is much appreciated!


VERSION: 2.0.5-134 BUILD: 80703-0124
mms1
 
Posts: 34
Joined: Mon Jun 30, 2008 9:46 am

Postby mflorell » Fri Sep 18, 2009 3:01 pm

I would think that the callback process should catch that.

Can you please open a ticket in the tracker about this?

In the ticket please include the vicidial_log, vicidial_closer_log and vicidial_callbacks entries for this.
mflorell
Site Admin
 
Posts: 18335
Joined: Wed Jun 07, 2006 2:45 pm
Location: Florida

Re: inbound calls and callbacks

Postby dspaan » Tue May 15, 2012 9:48 am

We have also received complaints about this exact same problem. I did not find anything in the issue tracker about it so i made issue 571: http://www.vicidial.org/VICIDIALmantis/view.php?id=571
Regards, Dennis

Vicibox 9.0.1
Version: 2.14b0.5
SVN Version: 3199
DB Schema Version: 1588
Build: 200310-1801
dspaan
 
Posts: 1374
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: inbound calls and callbacks

Postby dspaan » Mon May 21, 2012 11:11 am

I was talking about this problem with the customer again today and realized that in most cases you want a callback to be set to inactive when an inbound call is made on the lead but in a small amount of cases it could also be intentional to leave the scheduled callback as is after an inbound call is completed. Maybe it's an idea to show a screen where the agent can make a choice about what to do with the callback before the agent gets into the disposition screen?
Regards, Dennis

Vicibox 9.0.1
Version: 2.14b0.5
SVN Version: 3199
DB Schema Version: 1588
Build: 200310-1801
dspaan
 
Posts: 1374
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: inbound calls and callbacks

Postby dspaan » Wed May 23, 2012 6:23 pm

Update: I talked to VICIdial group and they explained there is an existing script in /usr/share/astguiclient/AST_DB_dead_cb_purge.pl
Description:

checks all vicidial_callbacks records for CBHOLD or CALLBK status, if not
# then the script deletes the vicidial_callbacks record
delete callback records of leads with no CBHOLD/CALLBK status

So i'm going to enable this in the crontab and case closed.
Regards, Dennis

Vicibox 9.0.1
Version: 2.14b0.5
SVN Version: 3199
DB Schema Version: 1588
Build: 200310-1801
dspaan
 
Posts: 1374
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: inbound calls and callbacks

Postby mflorell » Thu May 24, 2012 11:33 am

As a side note, that script is run in batch mode only, you can set it to once daily, or hourly if you want, but it will not be real-time(as soon as the agent dispositions the call).
mflorell
Site Admin
 
Posts: 18335
Joined: Wed Jun 07, 2006 2:45 pm
Location: Florida


Return to Features

Who is online

Users browsing this forum: No registered users and 24 guests