Lead Status changing on manual dial

[shakti]

Hi

we have observed that agent dailing manual dail ( Fast Dial ) modify the status of lead of some other camp. for exmaple

lead belongs to list 1001 activated in sales campaign has disposed as SALE, when agent of marketing campaign dial using Fast dial option, instead of createing lead in manaul_dial list 999 activated in marketing campaign vicidial lookup for exist database and modify the status of existing lead in list 1001 of Sales Camp


Thanks
Shakti
Vkalp Outsourcing

VERSION: 2.4-305a
BUILD: 110304-1651

[williamconley]

I have not tested this theory, so this could be off-base, but:

Agent Lead Search - Setting this option to ENABLED will allow agents to search for leads and view lead information while paused in the agent interface. Also, if the Agent User Group is allowed to view Call Logs then the agent will be able to view past call notes for any lead that they are viewing information on. Default is DISABLED.

Agent Lead Search Method - If Agent Lead Search is enabled, this setting defines where the agent will be allowed to search for leads. SYSTEM will search the entire system, CAMPAIGNLISTS will search inside all of the active lists within the campaign, CAMPLISTS_ALL will search inside all of the active and inactive lists within the campaign, LIST will search only within the Manual Dial List ID as defined in the campaign. Default is CAMPLISTS_ALL. One of these options with USER_ in front will only search within leads that have the owner field matching the user ID of the agent, the options with GROUP_ in front will only search within leads that have the owner field matching the user group that the user is a member of, the options with TERRITORY_ in front will only search within leads that have the owner field matching the territories that the agent has selected.

I believe that these settings may also affect the manual dial call lead lookup. You should test this before believing it, though.

[chrissoulier]

I am experiencing the same issue. If an agent manual dials a phone number (with the lead search checkbox enabled), if the phone number is not in the SYSTEM then it doesn't allow them to dial it, if the phone number exists within the SYSTEM in a different campaign, it calls that lead despite having both the lead search method and manual dial filter set to a CAMPLISTS setting and not a SYSTEM setting;

Relevant settings as follows;
agent_lead_search - ENABLED
agent_lead_search_method - CAMPLISTS_ALL
manual_dial_override - NONE
manual_dial_filter - DNC_AND_CAMPLISTS_ALL

To prevent this, I changed the following setting - manual_dial_search_checkbox - changed to - UNSELECTED_RESET

Now the problem I have is that when an agent manual dials a record the following happens;
a) If the phone number does NOT exist on a lead within the CAMPLISTS_ALL or is present on the DNC the record will not be dialled
b) If the phone number DOES exist on a lead within the CAMPLISTS_ALL and is NOT on the DNC, a new lead is created for that phone number on the manual dial list specified for the campaign and that lead is dialled. (Obviously this duplicates phone numbers and if there are any notes associated to the original lead these are not reflected in the new lead created on the manual dial list)

The only way around this is to use the 'LEAD SEARCH' by itself, then manual dial from the lead search results.

This makes the 'manual dial' option irrelevant so I would like to disable the link, but disabling manual dialling in the campaign settings removes it as an option in the LEAD SEARCH results too.

My view is that the underlying issue is that when the "Search existing Leads" checkbox is checked, the lead search that is carried out is not constrained by the same settings as when an agent carries out a manual 'LEAD SEARCH' - e.g. filtered on 'CAMPLISTS_ALL' only.

Have any solutions / workarounds been found for this issue?

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[dspaan]

This is quite a problematic game-breaker. I'm surprised this hasn't been patched yet.