Minimizing agent wait time

[jshasteen]

I am looking for pointers on minimizing agent wait time on an outbound campaign. Currenly I have 20 agents logged in and I am using a dial ratio of 6 with 'Available Only Tally' set to no and dialtime out is at 18 seconds. For the most part I'd say things run pretty well but sometimes throughout the day agent wait time will climb as high as 2 - 3 minutes which managment finds unnacceptable. What variables can be tweaked to improve customer contact and mitigate the high wait time issue?

I like to periodically SSH into the DB and issue a: "select * from vicidial_log where campaign_id = 'MY_CAMPAIGN' order by call_date desc limit 200;". Most of the time about 98% of the statuses are 'NA' with a 'length_in_sec' of 0. This is normal right? The length_in_sec column shouldn't get updated with ringing time right? Also, it seems to me that there is not much I can do about NAs since I cannot force people to answer their phones, correct?

- ViciBox Redux v.3.1.15 release
- ViciDial VERSION: 2.4-361a
- Build: 120221-1647
- Asterisk 1.4.39.2-vici
- Webserver/Database: Core(TM)2 Quad CPU Q9400 @ 2.66GHz, 4GB RAM
- Dialer1: Dual CPU Dual Core AMD Opteron(tm) Processor 275, 16GB RAM
- Dialer2: Core(TM)2 Quad CPU Q6600 @ 2.40GHz, 2GB RAM
- No Sangoma/Digium Hardware

[DomeDan]

Wrong, there is a few things you can do to NAs
but the length_in_sec is only > 0 when the phone is answered. even in vicidial_carrier_log length is 0.

What to do with NA and other optimization's:
First is to find out if its really NA, you might have a lot of DC because they are treated and set to NA by default.
the reason they are treated like NA is because in US you cant trust your carrier, if they sends a DC that just might be because there is no cheap way to process the call.
but I trust my carrier so I began investigate into this and wrote a "real-time" report to get a better view whats happening to the calls,
I posted it to the issue-tracker http://www.vicidial.org/VICIDIALmantis/view.php?id=518
when your using that report you will probably see the one phone number being in both tables and that's not good, you don't want calls to be stuck in vicidial_auto_calls
Apply this patch to make vicidial treat DC as DC http://www.vicidial.org/VICIDIALmantis/view.php?id=510 that will make vicidial hang up those calls directly instead of waiting for the dial timeout.
if like to read you can look at this topic viewtopic.php?p=77288

Second, if you see calls being stuck in vicidial_auto_calls a few seconds after they got into vicidial_carrier_log you can change "drop call seconds" to 0 in campaign detail settings (viewtopic.php?f=4&t=25060)

third, do different tweaks: write a filter to prevent calling DC/NA, change list order, change "Auto Dial Limit" under system settings to be able to set ratio higher then 6, change "Max VICIDIAL Trunks" and "Max Calls per Second" under server settings, (find out the max values you can set from your carrier)

[imisner]

Hey DomeDan,

Would this apply to my issue here: viewtopic.php?f=7&t=25891

I need to resolve it as we are a small center with only 3 agents. The problem is more dramatic on a smaller group of agents, as a few built up in vicidial_auto_calls can happen more frequently on so few lines.

Thanks

EDIT: More specifically, does your patch include a fix for CANCEL? Because this issue is most prevalent for me when I'm using a dial timeout low enough to prevent excess answering machines, and the dial timeout returns CANCEL for me.