Inbound calls and hopper issue

[tim33]

Web based GUI:
VERSION: 2.12-560a
BUILD: 160617-1427

Command line info:
ViciBox v.7.0.3-160505

After each inbound call I have to reset the hopper otherwise the lead located with lead search and then disposed of will be called again. Is there a way to automatically reset it after an inbound call?

[mflorell]

If that is happening, your hopper is probably set WAY too high. The Hopper Level shouldn't be higher than the number of calls you place in a couple of minutes.

[tim33]

It is set to 5. We typically call lists of about 50 leads at a time (existing customers sent to me on daily basis).

Minimum Hopper Level: 5
Automatic Hopper Level: N

If the hopper got reset and we didn't receive calls for a minute afterwards that would be fine. It is very problematic at the moment because my employee doesn't remember to reset hopper and customers get called after inbounds.

[mflorell]

If you are manually dialing and your lists are that small, you should probably switch to No Hopper dialing.

[tim33]

We autodial and usually run with 2 lines per person (myself and one employee). With inbounds we have to manually search for lead because there are often multiple leads for the phone number and a human is needed to select the right one.

With no hopper dialing I understand that does not allow two people to each make multiple calls per minute when autodialling?

With no hopper dialing it says alt dialing will not work, the leads do have alt number often so I do use it but could probably live without it.

Thanks.

When I have a larger operation I will take inbounds (customers calling in that have missed outbound call) only and employees will be outbound only to deal with this problem but it would be great if I could find a solution. Would the vicidial.php page allow for code changes that could reset the hopper only when disposing an inbound?

[tim33]

Perhaps it is as simple as setting Automatic Hopper Level to Y?

[mflorell]

That is one thing you could try, along with auto-trim for the hopper.

[tim33]

I have tried these two settings but I have just encountered the problem with one customer. Is there a way to view the contents of the hopper to see what is going on?

If the hopper is placing two leads in the hopper automatically then while I am on an inbound call then two leads will be placed in hopper, one of which could be the lead that made the inbound call. Is that correct?

[tim33]

Sometimes it just seems to ignore sales under CLOSER RECORDS FOR THIS LEAD and call customer again anyway, not even entirely sure if it is a hopper issue.