vicidial.org

VICIDIAL:VERSION: 2.4-364a
BUILD: 120409-1136

mysql Ver 14.14 Distrib 5.1.57, for suse-linux-gnu (i686) using readline 6.1
kernel 2.6.34.10-0.6-pae
asterisk Asterisk 1.4.39.2-vici


We have agents who are taking a customer call and then is setting it as a callback. Vici is taking the next outbound callers information and assigning it to the callback.

After looking at the user stats, in the Manual Outbound section it shows:


We just loaded the new vicidial and since then this has been occurring. Before under the Manual Outbound calls all the call types would be MANUAL_DIALNOW, now we are getting these call types of MAIN after each one and the information is getting swapped.


The customer phone number 803-798-8737 is the call that was dispositioned as a callback.

The customer phone number 612-724-3085 is the information that was placed in the callback.

After looking at the user stats for outbound calls it shows:



We have recreated IDs and it does not change how the callbacks are being set. Why would the next outbound customers information be placed in the callback from the previous manual outbound call? Any suggestions as to what might be causing this and how we can remedy it?

Can you replicate this issue on demand?

What is the Dial Method of this campaign?

Does this only happen on manual dial calls?

Are you using HotKeys?

Yes, with one particular user. We made the screenshots by replicating the behavior. We even re-created her user with the COPY USER from a known working user_id.
RATIO is dial method
Manual dial, yes
Issue has been replicated with hotkeys AND with hangup customer button.

Please post this as a bug in the Issue Tracker with instructions on how to duplicate, then post a link to the issue number on this thread.

Thanks Matt, I will do this but wonder if its still worthwhile if I cant get any of my other agents to reproduce it. I only have one user this occurs with. This behavior happens with her normal user, and also a new user we made for her. I had a sales manager sit with her to make sure she isnt doing anything out of the ordinary with her dispositioning/button pushing. I'm not necessarily sure its a bug if I cant make it happen for everyone - shall I still post in the tracker about it?

It would be helpful to have all of this user's settings, as well as an extremely detailed accounting of every single click and action that the users does to duplicate this. Then we can try to duplicate this issue in several ways and see if we can.

Have you tried moving this agent to a different computer?

Hi Matt, I added the issue to tracker - please let me know if there is any further information you need. Thank you.

Just an update to this, all users in our call center are experiencing this bug. Going to try updating to latest build this week to see if any change in behavior.

We updated our system to VERSION: 2.6-368a BUILD: 120518-1456 but still have the CALLBK lead being updated to the next call lead. This occurs center wide, not just with one user. To work around this, our sales floor managers are looking up the stats for our agents to retrieve the correct phone numbers so they can manually call them back.

Please post the link to the Issue Tracker issue for this.

Matt, I made a video of this replicated with a random user. Can I send you a PM with the link?

yes, go ahead