vicidial.org

We have a particular campaign where the agents are logged into a closer campaign. They manual dial their leads, and when they get someone interested in our product, the agent clicks the Transfer – Conference button, and then does a Park Customer Dial, talk to a sales rep at our other center for a minute, then the click GRAB PARKED CALL, introduce the customer to our other sales rep, then the agent click Leave 3-Way.

All of this works just fine, but we’ve found a small problem. If more than one customer is parked at a time the agent may not get their customer back when they click GRAB PARKED CALL. Sometimes they get someone else’s parked call back.

What could be causing this?

The parked calls all go to the same place, and they are grabbed back by the channel name of that was used when they first connected. I have never heard of this happening before, but you should look at the vicidial_manager table to see what the channel name is when they connect and when they go back into the agent's conference.