vicidial.org

Hi,

I have installed Vicidial for an exclusively outbound campaign and all is working well. Many Thanks for your efforts.

Now I would like to use Vicidial for an inbound setup, but have a query relating to associated manual outbound calls.

I have a call centre to support different products. Calls regarding specific products would come in on different DID numbers. Each agent should be able to handle calls for any product. I see how I can map DID numbers to IN_GROUPs, and then on to a single campaign, which all agents would join.

Reporting on time logged to each product (DID/IN_GROUP) can be gathered from Vicidial.

Some product support calls might then require a manual outbound call, to reply to the original caller. As I understand the system, manual outbound calls are logged at the campaign level only. Ideally I would like to be able to report on time spent on manual outbound calls by supported product (DID/IN-GROUP). Can anyone suggest how this might be managed?

Kind Regards,
Mark

look into list_id. this segregation would be likely to resolve your problem. call reports can be run based on list_id.

when you post, please post your entire configuration including (but not limited to) your installation method and vicidial version with build.

this IS a requirement for posting along with reading the stickies (at the top of each forum) and the manager's manual (available on EFLO.net, both free and paid versions)

You should also post: Asterisk version, telephony hardware (model number is helpful here), cluster information if you have one, and whether any other software is installed in the box. If your installation method is "from scratch" you must post your operating system and should also post the .iso version from which you installed your original operating system. If your installation is "Hosted" list the site name of the host.

If this is a "Cloud" or "Virtual" server, please note the technology involved along with the version of that techology (ie: VMware Server Version 2.0.2). If it is not, merely stating the Motherboard model # and CPU would be helpful.

Similar to This:

Vicibox X.X from .iso | Vicidial X.X.X-XXX Build XXXXXX-XXXX | Asterisk X.X.X | Single Server | No Digium/Sangoma Hardware | No Extra Software After Installation | Intel DG35EC | Core2Quad Q6600

Hi William,

Many thanks for your prompt reply.

So, if I understand correctly, your suggestion is to use multiple (DID specific) lists to record the inbound 'lead's and then to let the system match back to these when making a manual outbound call.

I will set this up later today on a test system. Can you tell me what happens when an agent makes a manual outbound call and the number is matched on multiple lists?

depends on how the call is made. if the call is made by manually entering the phone number (who would do this? why do you have a database of leads if you manually type them in? LOL) instead of grabbing a lead entry from a callback or some such ... the result can be random.

advice: never have the same number in two places? (if a client calls on a DID, that client belongs to that DID forever, regardless of the next time they call on another DID, you only "GET" a customer once, after that they are repeat business).