vicidial.org

Good Night everybody.
Is a pleasure be part of the Vicidial world.
I've been working with it for the past 3 years.
And this is my first post. (my boss is the one who does the post).

So this is the thing:
We are installing a new cluster and thinking about having aliases for the phones.
(This is having same phone logins in all dialers)
The point is that we would like to know if does Vici has a option that allow us to log in the agent and
it choose what dialer it should log in.
If so:
should we have all the dialers in the softphone of the agents.??

BTW:
We are having
1 DB server
1 Archive server
1 web server
and 5 dialers.

If you need me to tell you anything else, please let me know and i will answer

Hope a quick answer.
Thanks in advance.

With Phone Aliases the system decides what dialer to put the agent on, not the agent. There are settings to allow the agents on the same campaigns to be grouped together on the same dialers to better optimize dialing, but that is the extent of the Phone Aliases configuration that you can do.

So should my agents have all their soft-phone in the 5 dialers??

If you want to they can, or you can just have them registered to 2 or 3 and stagger which ones each agent phone is registered to. We've had clients set it up either way and it seems to work well in both cases.

Thanks
Sorry for the late answer.

I found this in the manual

"T. Configuring Phone Aliases
This tutorial covers setting up Phone Aliases & Agent Phones to work with them. This feature is
designed to allow a multi-server cluster of VICIdial to load balance the agents' phones upon login to
the agent web screen. This allows admins in multi-dialer contact centers to not have to worry that the
phones are spread evenly across the active servers. This is especially helpful in call centers with
overlapping shifts, or whose agents schedules often change. The agent's phone is registered to multiple
dialers, when they log in, the system selects the active dialer with the lowest load."

This is totally what I needed to know.

Thanks again Mat.