Dropping calls to call menu

[karlb]

Hello!

We have switched our system to drop calls to IVR call menu in compliance with the new US FCC law. The dropped call goes to the abandon call message with IVR option to opt out of future calls. (Call menu with cm_dnc.agi AGI) That works perfect.
"The FCC’s requirement that prerecorded telemarketing calls must have an automated opt-out mechanism takes effect Jan. 14, 2013.".

However, now that we are doing this, the DROP statistics are not showing up! It's saying dropped calls: 0, when I can clearly see calls going to IVR and I can see calls being DNC'd in the process.

In the past, we would see the call status as DROP. It's now showing up as IVRXFR. If I calculate it, they are adding up to way more than the 3% setting I have in place.

Does anyone know if there is a fix for this?

Thanks!

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VERSION: 2.6-392a
BUILD: 130102-1135
SVN Version: 1915
1x DB
1x Web
2x Dialer
Each server is HP DL380 G5, 2x quad core xeon, 16GB RAM.

[williamconley]

This is very interesting as we are presently working on a "change lead status during call menu" option for a client to meet both this requirement and gain full power over lead status based on call path.

So you are saying that IVRXFR is no longer considered a drop?

Have you tried a simple test in a fresh empty campaign to test this theory?

[karlb]

Hi William,

Yes that's correct. IVRXFR is not showing up as a drop. I just created a new campaign and dialed my cell 4 times. Each time I paused the agent before I picked up, forcing a drop. I heard the call menu as configured each time. However, statistics are showing zero dropped calls. This is also causing a spike in dialing and our drop rate to go through the roof (calculated manually of course).

Any help you can provide would be hugely appreciated! I don't think over 3% is good..let alone what I'm calculating.. over 25% :-/

Thanks
Karl

[williamconley]

what is your dial method? If you are on adapt, switch back to ratio.

[williamconley]

And you may want to post on the Vicidial Issue Tracker and put a link in here. That sounds a lot like something in need of squishing. We have a couple clients who use ratio, but have not yet complained of this issue. When they do, I have no doubt one of them will require this to be fixed immediately (or they will be out of compliance ... which you can get away with for a few days but not for long!)

[karlb]

Ahh. I had hope there for a second. I set to RATIO, but still the same issue.

http://www.vicidial.org/VICIDIALmantis/view.php?id=637

[williamconley]

If you are dropping calls while in ratio, be sure "available only tally" is set to "NO" and then lower your ratio until you stop dropping calls.

[karlb]

I think I fixed this.

I made 2 changes to agi-VDAD_ALL_outbound.agi

The line numbers are from SVN 1915. (Not sure if they'd be the same on a different SVN version.)

On line 3,175:
$stmtA = "UPDATE vicidial_log FORCE INDEX(lead_id) set status='IVRXFR',end_epoch='$now_date_epoch',length_in_sec='$drop_seconds',term_reason='CALLMENUXFER' where lead_id = '$CIDlead_id' and uniqueid LIKE \"$Euniqueid%\";";
CHANGE TO:
$stmtA = "UPDATE vicidial_log FORCE INDEX(lead_id) set status='DROP',end_epoch='$now_date_epoch',length_in_sec='$drop_seconds',term_reason='CALLMENUXFER' where lead_id = '$CIDlead_id' and uniqueid LIKE \"$Euniqueid%\";";

On line 3,180:
$stmtA = "UPDATE vicidial_list set status='IVRXFR' where lead_id = '$CIDlead_id';";
CHANGE TO:
$stmtA = "UPDATE vicidial_list set status='DROP' where lead_id = '$CIDlead_id';";

From the way I see it, any dropped lead in the campaign is going to that call menu. I don't need to see the disp as IVRXFR, I already know it's a DROP. DROP status works fine and gets updated in stats like it should.

Hope this can help someone else with the same problem.

Karl Babcock

[mflorell]

Please post this to the Issue Tracker with a proper diff-u patch file.