Send call to call menu if calling repeatedly to ingroup

[josecapurro]

Hello there!

My customer has this support contact center.

When there is a service outage, their customers calls once, talks to a representative and hangs. Minutes later, their customer calls again.

So, they asked me if i can do this:
- Check if caller ID has called to this ingroup in the last hour.
- If false, send call to an agent.
- If true, send call to another destination, like a call menu or AGI.

I want to configure something like a flood control for calls.

Did someone implemented this with ViciDial? How can i do it?

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Running ViciDial VERSION: 2.12-561a BUILD: 160708-0745 installed with ViciBox 7.0.2, cluster mode.

- 4 telephony nodes, Xorcom XE3000: 4 GB RAM, 500 GB HDD linux software RAID 1
- 1 Database node, Dell R720: 32 GB RAM, 500 GB HDD hardware RAID 10.
- 2 CentOS 7 hypervisors runnning KVM: 16 GB RAM, 500 GB HDD linux software RAID 1, containing
- 2 web nodes: 4 GB RAM, 50 GB HDD
- 1 load balancer running HAProxy: 1 GB RAM, 50 GB HDD, running in one of the hypervisors.
- 1 archive node.

Each telephony node has a IAX trunk to:
- An Asterisk which acts as a SBC.
- An Asterisk with an AGI for a self-support IVR system.

ViciDial is currently configured for:
- 150~200 agents.
- 10 inbound campaigns.
- 8 outbound campaigns, dial mode RATIO (6) and MANUAL (2)
- 1 chat campaign.
====================================================================

[mflorell]

There is nothing that will do exactly what you are describing, but if you can write a PHP script to do the specific query you are looking for on the vicidial_did_log table, you can use the DID Filter URL feature to create what you want to do.