Drop rates and Answer calls

[opusgamma]

Good morning to all on the forum...
I am a dedicate user of Vicidial and this forum. i come to you all with open arms for some advise. We are a small call center 10-25 seats we usually work outbound process and have always shown a inbound number on all our calls. Today we are working with a hosted solution that gives me lots of restriction in regards to campaign set up and management. We get paid on performance so the 3% drop rate might not always be at our advantage specially when we last 2-3minutes in between calls.
The company that is hosting the services is the new vicidial VERSION: 2.4-364a
BUILD: 120409-1136. My issues is that i have very week Internet in fact my upload is about .45mbps and download is 2.5mpbs. I have two similar DSL accounts. If using a hosted solution I use up bandwidth for the web-portal will having a internal server help me out in regards to balance of bandwidth? my goal is to run the dialer on predictive mode 3:1 ration and keep a steady flow of calls. SO far with this hosted solution i see our drop rate is around 25% but yet i dont see the answer/drop rate move.. in other words I answer calls but the number does not tally up on the formula.. so i have a high drop rate but my agents are ready waiting for calls.. so its not like we are dropping calls on queue...
1.unless i am wrong when it comes to the formula of how the drop rate is calculate.
2.My low Internet may cause me to have drop rates high?
3.will a on location vicidal help me with voice quality?
ah any suggestion on how should i set up a network to work properly with vicidial...

[williamconley]

Albin,

Please mention whether the Hosted Vicidial solution allows download of all their code (required!). They may or may not be required to make it available for everyone, but certainly for you (the paying customer) they are required.

Check under Admin->Servers and be sure your "max calls per second" is set to TWO (not 20 or 100). TWO. Generally I recommend 1 per 10 agents. If you "MAX" at 25 agents, two is likely more than enough.

Having a local server will not likely resolve your woes in any way. If your agents are "losing contact" (auto-logout, etc) this may affect your drop rate. If not: then it is NOT affecting your drop rate.

Verify that you are using RATIO and not ADAPT_XXXXX. And verify that you have "available only tally" set to "Y".

Local Vicidial may help with voice quality between your agent and the server, but will NOT help when your Vicidial attempts to make 20 calls on a .45M connection (or 10 calls on each of 2 .45M connections!). Get more connections. Put three agents (max) on each one and use g729 for your agents to contact the hosted server. Maybe two agents on each if that does not clear up voice quality.

Seriously consider the possibility of using PSTN for agents if that gets too expensive (if you can get a local phone number to dial into your Vicidial with PSTN ... and get unlimited calls for each of the PSTN and inbound dialin numbers ... it can be done).