Callback issue into hopper

[nextip]

Hi all,

I've tried to search for any other topic for this issue but didn't find anything.
I'm using VCD VERSION: 2.4-287 BUILD: 101109-1621
I'm experiencing problem with callbacks in an outbound campaign (automatic campaign) into the hopper table.

To be more precise, when the scheduled time expires, the callback is inserted into the vicidial_hopper table as it is supposed to be; but as soon as the campaign local time is closed and then it reopens (let's say the following day) all the callbacks are not put into the hopper unless I set the callback status into the campaign settings. If I do set it, it includes the callbacks, BUT, without priority (that is supposed to be 50).

Looking deeply into the AST_VDhopper.pl I've noticed that an item is considered as a callback if exists a record into the vicidial_callbacks table which scheduled time is passed and its status is ACTIVE. Than it converts this status into LIVE (and converts the status from cbhold to callback into the vicidial_list as well).
So what I think it may happen is that If I either reset the hopper or the campaign time closes, those items are not considered a "real" callback anymore as their status is now LIVE.

Any ideas about this issues?
Thanks for your support!

G.A.

[williamconley]

1) posting your vicidial version with build is good, but please:

when you post, please post your entire configuration including (but not limited to) your installation method (with version!) 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
__________________

We do not have ANY clients that use autodial to call "callbacks". All callbacks are handled manually (as they are "money" and cannot risk dropping!). The agent to whom the callback is assigned will have a notification on their agent screen as of the moment they have an available callback, and the agents are trained to respond to this and make that money, since the likelihood of a sale on a callback is significantly higher than any other call.

Otherwise, if you want to treat callbacks like any other status and just call them when their time is due ... you'll have to do just that, put the callbacks in the campaign statuses and dial them. But I advise against it.

[nextip]

Hi william,

I'll try to write down our configuration as you required.

VCD VERSION: 2.4-287 BUILD: 101109-1621 | Asterisk 1.4.21.2 | 1 Application server - 1 DB Server - 1 Dialer Server (all HP Servers) | Digium PRI Cards on dialer| No Extra Software After Installation |

By the way the callback I was talking about are ANYONE callbacks, so I don't understand how no clients are using them. Anyway, the issue I'm experiencing is that it does put the callbacks at the due time into the hopper but If the time campaign is reached, at the beginning of the callback start time it doesn't include those due callbacks anymore (as now they are considered live and not active)! I think it's not a desired behaviour I guess.

May it be a bug of the AST_VDhopper?

[nextip]

sorry..I made I mistake, I wanted to say "at the beginning of the NEXT CAMPAIGN start time it doesn't include those due callbacks anymore...."

[williamconley]

ANYONE callbacks

because the agent who talks to the callback is not as important as NOT dropping the call. If you use autodial mode to call a callback, the possibility exists that the call will be dropped. that's a mighty high risk for a call that, theoretically, is an order of magnitude more likely to "sell" than a cold call.

please post your Installer Version as requested (easily overlooked, 2nd most important piece of information!)

I don't see it as a "bug" more of a "by design" limited by the information available. once a call crosses the barrier, the information has changed and the task of adding it to the hopper has completed. it need not be completed again, unless someone does something silly like delete it from the hopper. but then how does the system know to put it back, and when? the moment already passed.