vicidial.org

Hello, it has been a long time since my last post.

Today i bother you because im having a headache trying to get Consultative Dial With Customers Transfer

But first, my installation method and stuff:

- ViciBox Redux v.4.0.3 Multi-Server Setup

Database+Web Server & 2 Dialers
The 3 of them are on SVN Revision 2003 (i trhink current revision is 2015)
Hardware: Intel Core i5 3.0 Ghz + 4GB RAM on Dialers and 8 GB RAM on Database

VERSION: 2.8-408a
BUILD: 130711-2208

We use only SIP Trunks

Now the description of my headache

Since i did this installation i couldnt perform a Dial With Customer Transfer, so i just get lazy and told the agents to do Blind transfer using the Agent to Agent Blind Transfer as explained in the Agent´s Manual. But today we are starting with a new campaign and it is a MUST to do Consultative Dial With Customer.

I follow the method explained on the Agents Manual:

1.- Park Call
2.- Transfer-Conf
3.- Select Agent Direct GROUP
4.- Click on Agents => Select the desired Agent
5.- Check Consultative checkbox
6.- Click Dial With Customer

= At this point everything works as expected. The customer is listening Music On Hold, and i am listening MoH while waiting the other agent to get the calls.
= In the real time report i can see the call on Queue AgentDirect and it shows the name of the Agent.
= BUT THE AGENT NEVER GET THE CALL!!!!

Today during my test i noticed that there is a couple of users where i can successfully transfer with customer during my test and the only difference is that in those cases where is success i can see the username as is in the realtime screen while with the other unsuccessful attempts show a 81 number at the beginning of the username for example:

This is how the queue shows on a working example:


This is how it looks on a non-working example, please note the 81 at the begining of the user name:


No matter on what Campaign or Group user SAIDA always get the consultative transfer and user YESAGUIR never works.

Already compare user settings, phone settings, campaign setting, Group Settings and i cant figure what i am missing. I am pretty sure this is not a bug, i am sure this have to be a simple missconfiguration and my lack of skills, but i cant figure out what is it.

I hope some of you could point me what can be causing this issue, if you need me to provide more information, please let me know i will around.

If you are calling in North America and using the standard dial prefix of 9, then you should try putting 88 in the 3way dial prefix setting in the campaign.

Thank you Matt, i already change the prefix but it doesnt work, the only difference is now it shows 881USERNAME instead of 81USERNAME on the realtime when it fail.

I just made an upgrade to the last SVN revision, but i will not be able to test again until Monday. I will let you know.

After the upgrade to the latest SVN revision the problem has gone.