vicidial.org

We have stumbled upon a very interesting issue after calls just abruptly stopped on one of our lists.

I eventually realized that it is because all the remaining numbers are in the DNC list.

Two points here:

1. There has to be a number in the Phone number field otherwise Vicidial will not dial the alt number and Add 3 fields. Is this true?
2. When an agent chooses DNC as a disposition then only the Phone number field is added to the DNC list. Correct?

We use all the number fields - Phone, alt phone and Add3. Our lists have a mobile, a home and a work number or a combination of any of these. We do not usually have all three numbers of a customer. Therefore, in order for Vicidial to dial a lead I use dummy numbers like 100000000 in the Phone number field for those leads which do not have numbers for that field.

What happened in this case was that an agent dispositioned a lead as DNC and then all the 100000000 leads were not dialed of course.

I would like to get some of your suggestions on how to handle this issue. Matt, I would also like to know if you can propose any development solution for this?

Try using multi-lead auto-alt-dialing, load one lead per phone number with multiple phone numbers on the same account linked by a common vendor_lead_code, then there is no need for any dummy numbers.

The problem is that the vendor_lead_code field is very important to us. Every citizen in South Africa has a unique ID number and we use that field for the ID number because it makes it easy for us to search for a customer using this field in the lead search page.

So you currently use the same vendor_lead_code in multiple leads?

I forgot to add..... phoning mobile numbers is very expensive. We always load them in the ADD3 field so that they are dialed last.

So you currently use the same vendor_lead_code in multiple leads?

No, each customer has a unique ID number.

Then using multi-lead auto-alt-dialing shouldn't cause you any problems.

Each customer would still have a unique ID in the vendor_lead_code field, there would just be multiple leads per customer.

Hmmm, but that is going to completely mess with the reporting back to the client isn't it? They gave us 20 000 leads and we now report back on many more leads due to this?

Is only the Phone number field required to HAVE TO have a number? When the dialing order is Phone, ALT Phone and ADD3....... if for a specific lead there is only a Phone number and an ADD3 number, will it actually dial ADD3 if the ALT Phone field is empty?

How many development hours will it require to per campaign have the options to choose which number field, or combinations of number fields will be added to the DNC list?

You want a separate agent screen after dispositioning that will allow an agent to select which numbers are added to DNC when they disposition a call as a DNC flagged status?

Yes, that actually sounds like a better idea. Also maybe a option per campaign whether this screen will in fact pop up after DNC is selected or not.

Matt, perhaps also a way for an agent to enter any other numbers that the customers requires to go onto the DNC.

A separate agent screen after the dispo screen for selecting lead phone numbers to add to DNC along with an optional form to put other DNC numbers in with all associated new admin fields and testing will be 8 hours.