vicidial.org

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Dahdi

Hi guys i have setup a DID number pointed to an IVR(Menu) which have an ingroup also and somehow put it on production, i have intermittent issue regarding someone called the DID# and being queued but not being passed to Agent even all agent login as closer are all available to take calls

which been reflected to my report here:

Code: Select all

INGROUP3      CALLS TODAY:     1       TMA 1:     100.00%        Average Hold time for Answered Calls:     0 
                             DROPS TODAY:     0       TMA 2:     100.00%        Average Hold time for Dropped Calls:     0 
                          ANSWERS TODAY:     1       DROP PERCENT:     0%       Average Hold time for All Calls:     0 
        INGROUP1             CALLS TODAY:     91       TMA 1:     94.20%        Average Hold time for Answered Calls:     3 
                            DROPS TODAY:     5       TMA 2:     95.65%        Average Hold time for Dropped Calls:     38 
                          ANSWERS TODAY:     69       DROP PERCENT:     7.25%       Average Hold time for All Calls:     16 
      INGROUP2         CALLS TODAY:     3       TMA 1:     100.00%        Average Hold time for Answered Calls:     0 
                         DROPS TODAY:     0       TMA 2:     100.00%        Average Hold time for Dropped Calls:     0 
                      ANSWERS TODAY:     1       DROP PERCENT:     0%       Average Hold time for All Calls:     0   

the difference of DROP calls with calls being connected are huge.any idea guys..?

this shows dropped calls for the day, but does not show that there was an agent available at the time of the call. you should have a capture of the real time screen showing an agent available who is logged in to the ingroup in which the call is waiting and "Ready" or "Closer" so he can accept the call. at that point you would have proven that a problem exists in need of troubleshooting. And then you'd need to check the logs to find the one trying to find an agent for that call to see why it is failing.

but first: consider an upgrade which may resolve your issue without any further troubleshooting (after all, if this is a bug and it has been resolved ... why fight a battle that has already been won?)

update with my issue





Im getting confuse coz there is only 7 DROPS and the calls are 196 with only 123 calls answers where could this calls been, coz as we monitor we don't see any calls that are huge being queued, its just something the realtime is not displaying properly or the calls are dropping outside but not being counted by the dialer..Please help its getting worst what should i do with this.Thanks

the rest would be "abandoned". they did not reach the "drop" time to be counted as a drop. this would be a hint that your drop call seconds are set too high because your clients do not agree with it enough to wait that long.

@ williamconley

Where can i set this DROP call seconds on the INGROUP or on the CAMPAIGN itself..? or on the MENU also abandon calls are not reflected on real time..? and also on report somehow..? Thanks

also if you say they did not reach the DROP time means while they are not drop they are on queue..? and able to hear the welcome message somehow..? Thanks

Problem also its intermittent that calls are on queue even agents are available calls are not routed but this happens intermittently coz when we test all calls comes in but Supervisor are complaining sometimes on queue calls are not routed to agent until hangup.

This is a setting in the Ingroup on inbound calls. I believe that they are PDROP or something similar, but it is version dependent and best TESTED (don't take my word or rely on my memory ... call into the DID and hang up before you reach the drop seconds ... and see which number changes! )

Problem also its intermittent that calls are on queue even agents are available calls are not routed but this happens intermittently coz when we test all calls comes in but Supervisor are complaining sometimes on queue calls are not routed to agent until hangup.

we have found that asking the manager to make a "log" of the event when it occurs (lead id / phone number / agent / ingroup / campaign) to see if a common thread can be found and also to give us a place to look in the logs is helpful.

also beware "call priority" which can seriously bugger the flow of calls. All calls should have ZERO priority (so no calls will be forced to wait for a higher priority call to "clear" before proceeding).