general perfomance and expectations

[vladbobrov]

Hello all!

We set up a vicidial system and got a perfomance decrease. I also get some doubt about overal features and configuration.

We have:
1. 8-12 active agent in one campaign.
2. E1 line



After a day we end up with such results:
USER NAME | ID | CALLS | TIME | PAUSE | PAUSAVG| WAIT | WAITAVG| TALK | TALKAVG| DISPO | DISPAVG| SALE | N | DC | CALLBK | B | A |
+-----------------+----------+--------+---------+--------+--------+--------+--------+--------+--------+--------+--------+----------+----------+----------+----------+----------+----------+
| Antipova Yulia | AYG | 100 | 505:13 | 70:28 | 0:42 | 105:43 | 1:04 | 190:49 | 1:55 | 138:13 | 1:23 | 50 | 50 | 0 | 0 | 0 | 0 |
| Bespalaya Eleba | BE | 98 | 551:47 | 52:43 | 0:32 | 133:05 | 1:22 | 208:48 | 2:08 | 157:11 | 1:36 | 62 | 23 | 13 | 0 | 0 | 0 |
| Ivanova svetlan | IS | 169 | 550:17 | 108:34 | 0:38 | 103:28 | 0:37 | 219:21 | 1:18 | 118:54 | 0:42 | 45 | 111 | 12 | 1 | 0 | 0 |
| Kochnev Viktor | KVP | 108 | 471:39 | 5:18 | 0:03 | 109:24 | 1:01 | 266:01 | 2:28 | 90:56 | 0:50 | 36 | 72 | 0 | 0 | 0 | 0 |
| Komarichev Niki | NK | 112 | 442:06 | 106:42 | 0:57 | 79:10 | 0:43 | 205:56 | 1:50 | 50:18 | 0:27 | 98 | 14 | 0 | 0 | 0 | 0 |
| Nemova Natalia | NN | 27 | 81:54 | 11:14 | 0:25 | 13:50 | 0:31 | 25:12 | 0:56 | 31:38 | 1:10 | 9 | 11 | 7 | 0 | 0 | 0 |
| Rubcov Alexande | RAA | 71 | 484:42 | 152:37 | 2:09 | 70:35 | 0:59 | 123:41 | 1:44 | 137:49 | 1:56 | 31 | 40 | 0 | 0 | 0 | 0 |
| Shishov Dmitriy | SD | 87 | 503:05 | 57:24 | 0:40 | 88:15 | 1:01 | 170:21 | 1:58 | 187:05 | 2:09 | 55 | 15 | 0 | 0 | 17 | 0 |
| Zorkina Ekateri | ZEV | 81 | 541:47 | 38:50 | 0:29 | 127:03 | 1:34 | 316:02 | 3:54 | 59:52 | 0:44 | 40 | 41 | 0 | 0 | 0 | 0 |
| Sinyatulina Lai | SL | 0 | 0:40 | 0:03 | 0:00 | 0:01 | 0:00 | 0:34 | 0:00 | 0:02 | 0:00 | 0 | 0 | 0 | 0 | 0 | 0 |
+-----------------+----------+--------+---------+--------+--------+--------+--------+--------+--------+--------+--------+----------+----------+----------+----------+----------+----------+
| TOTALS AGENTS:10 | 853| 4133:10| 603:53| 0:43 | 830:34| 0:58 | 1726:45| 2:01 | 971:58| 1:08 | 426 | 377 | 32 | 1 | 17 | 0 |

so having 426 "successful" calls and about 400 not "successful" (NA, N,B,DC) is too bad for us. its about as twice less then we used to do manually.

The system gives a lot of broken, silence, busy, wait, AM signals to an agent. And this also takes time to put a "busy" note in our CRM system and put a certain status.


Any feedback and suggestions are really apperciated

[mflorell]

astguiclient version?

Have you tried dialing manually through VICIDIAL(one call at a time, click-to-dial)?

[vladbobrov]

Yes, the manual works ok. One of the problems is - we get too many dummy calls(busy,wait, station busy,...) taking our time.

[mflorell]

How many times are you resetting the list?

Have you lowered your dial timeout to 15-19 seconds and raised your dial level?

[vladbobrov]

Yes I did.
Right now I got some small statistics but its correspond to our daily problem.

I checked 9 calls within 10 minutes:

3 calls
In Vicidialer - gave up info and a silence in the headset
Checking with the phone - very short tones, like number not exsists
Summary - we dont want to be even bothered by this

1 call
In Vicidial - gave up info and a silence in the headset
Checking with the phones - orchestra music
Summary - this is bareble but needs to bee avoided

3 calls
In Vicidial - contact given and a 'nobody-picksup' tone
Checking with the phones - same as in Vicidial, no one answered
Summary - we dont want this to be passed to an agent

2 calls
Same as the last one but had a successful conversation.



So at least 6 out of 7 calls must be dealt by the system without involving an agent into this process.

How do we make system recognize this service tones and not give dummy calls? It decreases perfomance by 150% right now

[mflorell]

Calls are only passed to agents if an Answer signal is passed from the carrier. I have not run into these kinds of problems in the USA on T1s before. Where are you located and who is your carrier?

[vladbobrov]

We are located in Russia and also use E1 lines. Maybe thereres something on asterisk side or this is too specific to carrier?

So, saying again we have more then 50% of calls with dummy calls

[vladbobrov]

Is anyone experienced such problems ? Any advice will be very valueable.

[mflorell]

This is probably your carrier. In the USA/Canada/Europe calls that are Busy/no-answer do not send out an Answer signal so we do not have these problems.

[Trying]

Matt, we have to admire your work! I am amazed to see that people from all over the world are using your creation. It surely must feel like a HUGE achievement? Once again.... well done and THANK YOU!!!!

[Trying]

On topic..... yes, we experience the same problems in South Africa. The carrier more often than not sends an answer signal when the call is not in that status. So I agree with Matt, this is, in our case, an annoying and very costly shortcoming of the carrier and Vicidial is not at fault.

[mflorell]

Somewhat related to this topic, we have been thinking about adding a call progress analyzer to VICIDIAL that could filter these calls from getting to agents and offer better NA breakdowns into disconnects, number changed, etc. It would either be one that we would engineer ourselves or adding on an existing proprietary product like PARAXIP. Either way it would probably not be open source due to the algorithms/libraries involved. If we had someone that wanted to fund such an integration we would love to add this kind of functionality to VICIDIAL.

[vladbobrov]

Thank you for replys. One of these days we will try uusing VoIP providers and also some suggested settings on our asterisk gate

[vladbobrov]

I solved a problem. It was extra Answer() in the gateway dialplan.