Manual Dial Auto Next passing 2 calls at the same time

[paolo]

Hi everyone,

I have Manual Dial Auto Next set on my campaign to dial in 10 secs. Every now and then it would pass 2 calls to an agent. It passes an Inbound and an Outbound call at the same time. As an example the time stamp of the calls are as follows. Inbound call logs shows 12:52:29 while the Outbound call shows 12:52:30. Based on the time stamp, an Inbound call came in as the Manual Auto Dial Next timer is done and it dialed. Is there a way to prevent this from happening?

VERSION: 2.14-692a
BUILD: 180927-0018
ViciBox v.8.1.2 181002
SVN 3058

[williamconley]

Two possibilities:
1) the outbound call never answers and the inbound caller must be left in Querue (and could hang up after waiting 45 seconds for the outbound call to complete before being removed from the queue)
2) the inbound call lands in the agent and the outbound call is DROPPED because the agent already has a call.

Perhaps providing your settings for the campaign and DID would be useful (and all the modules the DID passes through before landing on the agent).

But your challenge is that the inbound call arrives and is not yet "assigned" to the agent before the outbound call is dialed. Then the outbound call occurs, but the inbound is On The Way In. One must be sacrificed OR risk both landing.

Or you could switch to autodial (which is what you're simulating in the first place), which already has provisions for this scenario (In theory).