Returning Abandoned/Drop Calls from Inbound-Closer Campaign

[geoffwarner]

Hello! We have an outbound campaign set-up to transfer calls to an inbound-closer campaign. Is it possible for agents in the Closer campaign/in-group to view/call-back calls that abandoned/dropped while in the inbound queue?

[williamconley]

check your settings for the inbound did/ingroup. there is a setting for the "list_id" of the lead to be created. if you modify that to a new list_id and create that list in your campaign and check the "status/dispo" of the calls you want to call ... this can be accomplished fairly well.

Please post the version of Vicibox from which you installed (something like 3.1.15?). This can be useful information for comparison to other systems as time goes by. It will also be the name of the .iso image you downloaded if you've forgotten it.

[geoffwarner]

Thanks for your response - I checked the ingroup for our closers and the only options I found for adding a caller to a list are for Wait Time and Hold Time - and of these it appears that configuring the Hold Time options is the only way to automatically add a caller to a list (since the Wait Time options require the caller to press a number). Do you suggest setting the Hold Time Options Seconds to 0 (or other low number) so every call is added to a list and then filter the resultant list based on status/dispo? I don't see any other options in the inbound group config for adding a call to a list based on status/dispo or other events - such as drop/abandon from queue.

I downloaded Vicibox 3.1.15 but did the SVN install - would that be a different version? If so, how do I find out the version?

Thanks again

[williamconley]

check the DID settings (the call starts here, and the list ID is set here before the call goes to the next phase).