Q about call status/dispositions and statuses to call

[kchung]

1. What is the difference between "No Answer" and "No Answer Autodial"? Which one should be used in the list to dial in a campaign?
2. Should I include "CALLBK" in the campaign to dial?
3. In order for us to call back 'DROP'ed calls, we need to add them to recycle, and add it to the list in a campaign, right?
4. What does everyone else use in their list of statuses to call?

[marvin]

1. "No Answer or N" the agents are the one that place that particular dispositions while the "No Answer Autodial or NA" are place by the vicidial after certain number of seconds or nobody answers the call. in my end i usually choose NA.

2. yes
3. right
4. NEW,A,DROP,CALLBK,NA

[kchung]

What about all the busy numbers you get?

[enjay]

Those should be dispositioned as BUSY

[kchung]

Correct, but since he doesn't list BUSY in the list of statuses to call, busy numbers are never gonna be called again.

[mflorell]

BUSY numbers can be called again if you put a lead recycling entry in for that status in the campaign detail screen.

This is even if they are not selected as a status to be dialed.

[kchung]

mflorell:

So, you're saying the dialer will call BUSY leads even if we don't add it to the list of statuses to dial? We just need to recycle it? Are there any other statuses that behave like this?

[marvin]

in our case we really dont put dispose leads with busy numbers, we dispose it as scheduled callback

[kchung]

Our agents don't dispose stuff as Busy also, because VICIDIAL does it for us when we autodial. If we manual dial, then we may mark them Busy.

[mflorell]

You can make any status behave like that, you just need a Recycle entry for it in the campaign detail screen. This is not on by default, you have to add it yourself to each campaign. We only recommend it for BUSY because with a BUSY call the customer never knows that you called, but there is nothing stopping you from using recycling for every lead status.

[kchung]

I'm not quite understanding the flow of things. Please correct me if I'm mistaken. Here's my interpretation on how the system works:

A campaign is set w/ fresh leads and to dial statuses: NEW, A, DROP, CALLBK, NA.

It goes through the list, changes the status from NEW to whatever they end up to be.

If nothing is else configured, it stops and tells you there's no leads in the hopper.

If you set up lead recycling for A, B, DROP and NA, then when they recycle, the dialer will then call them up, even though B isn't in the dial statues list?

Does CALLBK need to be recycled?

[mflorell]

That is all true.

I would not know why you would want to have CALLBK leads be recycled, that doesn't make much sense. Once a CBHOLD is changed to a CALLBK it should automatically be inserted into the vicidial_hopper so there should be no need to recycle it.

[kchung]

So, once something is set for recycling, you don't need to set it to be in the dial status list. correct?

[mflorell]

That is how it is supposed to work. I have only every used lead recycling with BUSYs and it works great for them.

[enjay]

Works great for me as well..

[kchung]

I've noticed you clarified the recycling in the new manager's manual. The reason why I was confused about it's function was due to a bug I've found:

http://www.eflo.net/VICIDIALforum/viewtopic.php?p=3068

[mflorell]

I never really noticed this since I only ever set it up for BUSYs and they are a very small number of leads. I will try to look into this tomorrow. I'm a bit flooded with client work at the moment.