Same lead called twice before resetting list, no recycling

[rgc]

Hi everyone,

I have a fairly new call center of about 25 agents. When I add a brand new lead list with all dial statuses set to NEW, I am getting feedback from my agents that a lead is sometimes called more than once. See attached image. I have no lead recycling setup and not too sure where to turn.



As I understand it, leads should be called once until the list is reset, while the dial statuses serve only to determine which leads are called in the first place.

[williamconley]

/vicidial/admin.php?ADD=35

Are any of these entries not "NONE"?

[gers55]

There are a few possible reasons this could happen.

1. Agent selects wrong disposition . i.e NA - No Answer instead of NI - Not Interested
2. Check your dial status under your campaign to make sure you are only dialing the statuses you want to.
3. Did you check your leads for duplicates before loading . To check for a duplicate get an agent to give you a number when a customer claims to have been spoken to and go to lists and search for a lead ,under phone put in your number and search. If there is a duplicate you will see to leads with individual lead id's.You can also run a duplicate check when loading leads.
4.If you are calling promoting a common product consumers may have had a call from a similar supplier.
5. I see you have custom dispositions . Make sure you have set the correct parrameters for these with regards to if they are a sales or dnc etc.
6. If none of the above is true check your system load at the time the issue is occuring as this can cause issues.

Hope this helps

[williamconley]

Not trying to pick on you gers, but:

1. Agent selects wrong disposition . i.e NA - No Answer instead of NI - Not Interested

He stated that they have only been called once. There is no "status" that can cause the same lead to be dialed again without a reset (unless recycling is on, or unless the same number is loaded twice, more on that later).

2. Check your dial status under your campaign to make sure you are only dialing the statuses you want to.

They were all "NEW" according to this earlier statement, unless it reset them during the run.

3. Did you check your leads for duplicates before loading . To check for a duplicate get an agent to give you a number when a customer claims to have been spoken to and go to lists and search for a lead ,under phone put in your number and search. If there is a duplicate you will see to leads with individual lead id's.You can also run a duplicate check when loading leads.

The image shows individual leads have been dialed up to three times. That indicates the same lead (not a different lead with the same number) has been called for some reason.

4.If you are calling promoting a common product consumers may have had a call from a similar supplier.

While "agents report" is often a symptom of "agents are wrong", his image of the multiple calls per lead supports the agents assertion.

5. I see you have custom dispositions . Make sure you have set the correct parrameters for these with regards to if they are a sales or dnc etc.

This will have no effect except for "human answer" which can cause auto-alt-dial to kick in and dial the other number for this lead if no human was answered.

6. If none of the above is true check your system load at the time the issue is occuring as this can cause issues.

Now that is interesting, but I've never bumped into the "dialed since last" being broken from overload. Possible though.

Questions which arise from your assertions, though:

is the list set to auto-reset at specific times? (I'd overlooked this previously!)

is auto-alt-dial active on this campaign? (it would likely require that the alt_phone or address3 have the same number ... but then again, maybe not, as they could all call the same client at different numbers and also appear as multiple calls for the same lead in the reports ... based on the configuration of the statuses and dispositions of the agents ...).

So actually, you raised some very good points.

[gers55]

I think i misinterpreted the question.lol

[williamconley]

Hey! You're helping others on a free forum! No fault in that. All the help causes More users which makes the package have more investment which makes everybody happy. Keep it up!

[manu]

Hi everybody i am new guy to this vicidial i am also facing the same problem as faced by the @rgc please any body help me to solve the issue
my dial status is set to NEW LEAD and there is no recycling.

[williamconley]

1) Welcome to the Party!

2) As you are obviously new here, I have some suggestions to help us all help you:

When you post, please post your entire configuration including (but not limited to) your installation method 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 Q660

3) perhaps you could describe your problem in some way other than "same" or at least mention if you tried to resolve it with any of the provided solutions/information given by others to the original problem. (After all, if you have the same problem ... the same solution should work ... and since he never came back I am assuming one of the previous posts resolved his issue! LOL).

4) Are you using lead recycling? are you using alternate phone numbers? have you reset the list or put a value in the list reset times field?

[manu]

Hi williamconley,

thank u for ur replay. here is my version


VERSION: 2.4-309a
BUILD: 110430-1642
© 2011 ViciDial Group
asterisk 1.4.39.1

1.i am not using lead recycling.
2.not even alternate phone numbers.
2.not given any value in the list reset times field.

[williamconley]

3) perhaps you could describe your problem in some way other than "same" or at least mention if you tried to resolve it with any of the provided solutions/information given by others to the original problem. (After all, if you have the same problem ... the same solution should work ... and since he never came back I am assuming one of the previous posts resolved his issue! LOL).

I don't see a response to # 3.

Sounds like you just have duplicate leads.

Do you have evidence of the same lead being called twice? (Aside from "an agent says ...")

[Iz3k34l]

rgc,

From the Web admin page under 'Lists' go to 'Search for A New Lead' then under search options go to 'Phone', type in one of the suspected multi-dialed numbers and hit submit. This will bring up the leads that are associated with that phone number, from there you SHOULD from my understanding of your setup, only see one lead, click on it. A window should come up with information providing you with details about that calls activities, including multiple calls and when they were made