vicidial.org

I'm having difficulty summarizing what I'd like to see ViciDial do...

lets say i have 2 agents available, and im set to autodial at a ratio of 2:1...
Vici will be calling 4 leads...

Now lets say 2 of those 4 answer, and my agents are busy in those calls, that leaves 2 lines ringing until call progress changes.

I think it would be useful to set some rules around when vici will stop ringing those "overhead" lines.

for example, in a busy and active campaign, Vici may start dialing a new line, and has only been ringing a few seconds. If all agents become preoccupied in active calls for 5 seconds or more, then that agent may not be available for a good few minutes, and Vici should therefore stop ringing a number....BUT if an agent is in the dispo screen, it should perhaps continue ringing the line since an agent is moments from becoming available....

Any of this seem useful to anyone else? I'm pretty sure Vici cant do this at the moment, but how could something like this be implemented?

Thanks

What is the 'AutoDial Level Threshold' set to in the campaign settings?

Disabled...

The problem with that is that you would have to mark those that stop ringing as a dropped call. This could make your drop rate sky rocket. What you can do in this case is set your drop time to 1 second. This way if a customer answers the phone it is dropped instantly. This also allows time for the agent to get off the call and get to it before the drop. You can do this by changing the drop call seconds to 1 and the drop action to hangup.

dailafing wrote:Disabled...

You need to set this to something. 'Logged in Agents' = '1' is enough. Although you will probably want to tweak the settings to avoid high drop rates as mav2287 says.

Available Only Tally - This field if set to Y will leave out INCALL and QUEUE status agents when calculating the number of calls to dial when not in MANUAL dial mode. Default is N.