vicidial.org

Hi Ma'am/Sir,

I'm handling the dialer of one account in our company and I'm the one in-charge in loading leads and setting the speed of our Vicidial. Lately we are experiencing slow calls which resulted to high Average Wait Time. My Operations Manager set a goal that I must reach the Average wait time of 12 secs for 18 agents in a outbound call and auto dial. Our client provides our leads weekly sufficient enough for all the agents. Earlier, we have a meeting, from the owner of our company who doesn't accept the reason of the IT that's it's because of the leads and about how I tweak the Vicidial. On the Operation side, they are complaining of (1) overlapping of calls when I set the Adapt Dial Level higher than 7 or 7.5 (2) missing recordings that's why agents are receiving markdowns when they raised the issue to IT about missing recordings they point again the problem with me because of my settings. When I handled the dialer 3 months ago, I don't have proper training the only thing that they teach me was to adjust the Adapt Dial Level, they told me to raise it if slow calls, or decrease it if they are receiving a lot of calls that's the only thing that they teach me. So that's what I did for the past 3 months and I'am averaging Average Wait Time of 12 to 13 with the drop rate of 3 to 4 percent. When the problem arises and the same setting that I"am doing, the average wait time now is averaging from 18 to 23 with the drop rate of .80 something only and the calls were really slow. I'am writing now desperately and I cannot go to sleep because when the owner of the company asked me on other factors that I'am adjusting I don't have the answer, the IT told me to read the ? mark if I want to adjust something on the dialer prior of the said meeting and I'm totally lost. Know all the blame is pointing with me. I heard that they change provider, but the IT is standing still that 's there's no wrong with the server or what ever inside there department. So please any answer will do, to give me a reason to stay on job. I really feel pressure now and I really feel dumb.

Here's my current setting, I cannot provide the print screen now because I'm writing this here in my house, imagine I cannot go to sleep because of thinking this problem:

I set my hopper at 200
We are using Adapt_Hard_Limit
Dial Level Set at 3.5 because I'm using new leads I check it from time to time if needed to increase or decrease (this is the only options I change)
2-calls waiting per agent
12-More Intense

Hope you can advise me some factors that I can tweak to make some adjustments, I also saw this and I will be checking this one later at work:

"Another thing to look into is make sure your carrier is not throttling you. Many carriers are not capable of handling predictive dialer traffic. Sure they will give you a fantastic rate on your calls, but when one in three calls is a Congestions they are not worth it. The best way to check this is to go into the Realtime Report and into the report display optrions. One of the options is "Show Carrier Stats". Set this to 'Y'. The report will display a little table that shows what the carrier has been returning to you. Answers are people who have picked up. Cancels are numbers that have reached their Dial Timeout in the campaign and the dialer canceled the call. Busy is exactly what it sounds like. The big one to look at is Congestion. If your Congestions make up more than 5% of your total calls, there is something wrong with your carrier. "

Hope you can help me. I really feel lost now.

Thank you in advance and I'm glad I saw this forum. I can get more Idea in other factors instead of taking the advise of our IT to read the ? mark on the dialer.

I really feel depressed now.

Best regards,

memosync

Sorry, if I just started reading the rules here's I just want to release my burdens that's why I created the thread first. Sorry!

Welcome memosync!

(1) overlapping of calls
This can be caused by a overloaded system / faulty network / bad agent pc / agent using the web interface in a bad way
That issue is hard to locate and fix, but the first you need to know is the load average when the problem occurs, the numbers can be seen in "Real-Time Main Report" (System Load Average)
here is a guide to understand load average: http://blog.scoutapp.com/articles/2009/ ... d-averages

(2) missing recordings
Can be caused by a overloaded system too, but if not then you need to look in the logs if they tell you anything.

Yes you should enable "Show Carrier Stats" in "Real-Time Main Report" and look how many CONGESTION/CHANUNAVAIL you have
but more than 5% does not necessarily mean that there's something wrong with the carrier,
if the numbers is bad than it will result in CONGESTION/CHANUNAVAIL

If the system is overloaded then you can tweak stuff to reduce the load,
one thing is to use the archive script to archive old call data that you don't need anyway, (you need CLI access to do this)
there is a lot of other things to do that have been covered in the forum, search around for them.

also, you should read the agent and manager manual

You may want also to check your Carrier to how many channels you are subscribed.

Why do you use Adapt Hard Limit?

What is your server spec and how many servers do you have?

Did you also enabled Answering machine detection? this could probably result to high average wait time.

How I will reply if it keeps on saying smapping?

Spamming - sorry!

Why do you use Adapt Hard Limit? - our IT is the one who set this up, im using it from the start our campaign is survey they want to let us call as many as we can.

try changing the campaign to RATIO. you then have to configure the dial level to a much higher number to be able to reach the required wait time.

I also suggest setting Available Only Tally to N and configure Available Only Tally Threshold

Hi rrb555,

I mentioned to our IT that I will be trying the Ratio Method tomorrow, they told me that I cannot use that because the dialer will not detect the Answering Machines and the results will be the agent will be receiving answering machine calls. Most of the advise to be is to use the Ratio Method, is there any other way to use the Ratio Method and the dialer will detect the AMs?

By the way our dialer Vici version:

VERSION: 2.2.1-237
BUILD: 100510-2015

Is it that old? Do we really need to upgrade?

Thanks for future reply.

Yep you can still use ratio with answering machine detection

memosync wrote:Hi rrb555,

I mentioned to our IT that I will be trying the Ratio Method tomorrow, they told me that I cannot use that because the dialer will not detect the Answering Machines and the results will be the agent will be receiving answering machine calls. Most of the advise to be is to use the Ratio Method, is there any other way to use the Ratio Method and the dialer will detect the AMs?

By the way our dialer Vici version:

VERSION: 2.2.1-237
BUILD: 100510-2015

Is it that old? Do we really need to upgrade?

Thanks for future reply.

The person who made the statement "because the dialer will not detect the Answering Machines" should never be trusted for anything regarding Vicidial again. In fact, I would question anything this person says in a technical position and perhaps consider moving them to something more ... janitorial (or fast food). (To be clear: Dial Method is in no way related to AMD any more than the color of your steering wheel determines which lane you should drive in!)

If you have less than 30 agents, you should be using Ratio. You should change 2-calls waiting per agent to balanced and 12-More Intense to 0-Even. Never touch the "Adapt XXX" settings when you are experiencing problems with your dialer. They tend to overload the system. Also, more intense merely causes the system to 'check more often', more cpu work to accomplish ... the changing of a number that isn't working well to begin with because it likely changes too quickly! LOL

You should start by not listening to that person ever again (they are obviously the type that makes things up because they are "technicians" and can fake it and people will believe them!). After you've stopped believing that person, get someone to check over all your campaign settings ... back to "normal" and see if YOU can understand how the dialer works. Or anyone. But not THAT guy. Seriously.

Dial Method: Ratio (unless you have almost 50 agents ...)
Auto Dial Level: 2.5 (change this every 10 minutes up or down one notch until your agents are all on the phone with less than 60 seconds wait time and you're NOT dropping calls above 3% ... then see if you can make a few more adjustments to get down under 45 seconds. Then shoot for 30. Keep going.
Available Only Tally: Y (Unless you have almost 50 agents and have set to dial method to adapt)
Adapt Intensity Modifier: 0 Balanced (ALWAYS)
Dial Level Difference Target: 0 Balanced (unless you have more than 20 agents or a Deep Need to answer inbound calls without delay)
Queue Priority: 0 Even

There are a lot of others. We go through these settings in about three hours with our basic training session. This is the heart of the Vicidial system and should NOT be left to anyone who will "make stuff up". LOL

Thank you guys for your continuous support.

Another inquiry, my main goal as a dialer in our campaign is to have an Average Wait Time not more than 11-12 seconds and for the drop rate the maximum limit will be not more than 10% (and even I reached the 5% drop rate as long as I maintain the 11-12 secs Average wait time - so I must not worried about the drop rate), as of writing I'm still observing the Dial Method Adapt_tapered and my current wait time is 19.23 secs with drop rate of .97%.

I will be using the Ratio method after 2 hours so that I can give feedback first on the adapt tapered. I will keep you posted. Is it attainable to have 11-12 seconds Average Wait Time if I'm going to use the Ratio?

I really appreciated all your help. God Bless you all.

memo

Hi i am totally new to this dailer thing. I tried installing and working with the new version that is 3.1 tat worked good with me but was having some or the other issue and used your all posts that helped me always.
Now i am in a trouble where i need some special help please
I dont knw anythink about working in linux or such
Some how i have managed ti install and make it going
Now when i load leads and login the calls are ringing but the calls dont go to the agent

Then i saw some one posted to check "aestricks -r"
This gave me warning
Then i tried manual dailing where it gave me a error code 20 .

I guess my issue is with the sip registration but according to my SIP providers technitian it is registered
HEnce please someone please help me in detailed steps what to do
I can learn quick i guess so
So please help me i need to get it done as soon as possible.

Thank you
Please help me Mates....

memosync wrote:Thank you guys for your continuous support.

Another inquiry, my main goal as a dialer in our campaign is to have an Average Wait Time not more than 11-12 seconds and for the drop rate the maximum limit will be not more than 10% (and even I reached the 5% drop rate as long as I maintain the 11-12 secs Average wait time - so I must not worried about the drop rate), as of writing I'm still observing the Dial Method Adapt_tapered and my current wait time is 19.23 secs with drop rate of .97%.

I will be using the Ratio method after 2 hours so that I can give feedback first on the adapt tapered. I will keep you posted. Is it attainable to have 11-12 seconds Average Wait Time if I'm going to use the Ratio?

I really appreciated all your help. God Bless you all.

memo

wait time is a function containing several factors.

max calls per second can affect smoothness of dialing (ie: if set too high, your dialer will attempt to dial ALL numbers at once and you can end up with more responses than agents ... thus a dropped call that could have been avoided with lower max calls per second: set it to ONE per 10 agents).

number of agents makes a huge difference (more is better).

requiring that the agents "pause" and then log out ONLY on the "disposition" page (not while waiting for a call) is helpful.

if you have sufficient agents, it can even be helpful to set your ratio higher, but set the system to leave 1 or 2 agents available for inbound calls. there are all sorts of tricks that can result in lower wait time without an excessive drop rate. only experience with YOUR system will give you that. And do not "just push harder" as that will quite often result in the opposite of what you want. For instance: max calls per second at 100 (dial harder!!!) can result in lots of simultaneous answers (from lots of simultaneous calls) which inevitably results in drops. So dialing harder results in drops, not shorter wait times, in some circumstances. DO NOT assume making any number higher is "good" or "bad". TEST IT. On your system. And don't take anyone else's word for it. And try it combined with other settings, too. Vicidial is much more like Chess than Checkers once you find what all the buttons can do.

gizmofreak wrote:Hi i am totally new to this dailer thing. I tried installing and working with the new version that is 3.1 tat worked good with me but was having some or the other issue and used your all posts that helped me always.
Now i am in a trouble where i need some special help please
I dont knw anythink about working in linux or such
Some how i have managed ti install and make it going
Now when i load leads and login the calls are ringing but the calls dont go to the agent

Then i saw some one posted to check "aestricks -r"
This gave me warning
Then i tried manual dailing where it gave me a error code 20 .

I guess my issue is with the sip registration but according to my SIP providers technitian it is registered
HEnce please someone please help me in detailed steps what to do
I can learn quick i guess so
So please help me i need to get it done as soon as possible.

Thank you
Please help me Mates....

1) Welcome to the Party!

2) As you are obviously new here, I have some suggestions to help us all help you:

When you post, please post your entire configuration including (but not limited to) your installation method and vicidial version with build.

This IS a requirement for posting along with reading the stickies (at the top of each forum) and the manager's manual (available on EFLO.net, both free and paid versions)

You should also post: Asterisk version, telephony hardware (model number is helpful here), cluster information if you have one, and whether any other software is installed in the box. If your installation method is "from scratch" you must post your operating system and should also post the .iso version from which you installed your original operating system. If your installation is "Hosted" list the site name of the host.

If this is a "Cloud" or "Virtual" server, please note the technology involved along with the version of that techology (ie: VMware Server Version 2.0.2). If it is not, merely stating the Motherboard model # and CPU would be helpful.

Similar to This:

Vicibox X.X from .iso | Vicidial X.X.X-XXX Build XXXXXX-XXXX | Asterisk X.X.X | Single Server | No Digium/Sangoma Hardware | No Extra Software After Installation | Intel DG35EC | Core2Quad Q6600

3) Start at the beginning of the Vicidial Manager's Manual (free download from EFLO.net, as mentioned above). Begin at the first page and do not skip anything. When you hit your first snag, bring the Page and Line number that you are on here along with a description of what you expected to happen, and why you expected it (ie: your settings and configuration) along with what Actually Happened (screen shot, exact error message string, etc) and a precise description of WHERE you saw this message (and No, I'm afraid "on my computer screen" is not a suitable answer to that ... Funny, but not suitable).

4) If you did not start with Vicibox.com's ISO ... do so now. The primary installation is handled by that ISO installer and when it finishes, you switch to the Manager's Manual and complete the configuration phase.

5) When you do come back, please create your own Post with its own Subject line that provides a basic description of your problem. Once again "I really nee help" is not suitable. Although I will say that if "I really need help" is your best description and "the message was on my screen" is likely to be your response to where you saw an error ... it may be good to look at a hosted service. Just sayin' ...

6) Happy Hunting!

PS: We charge $25 to add a Carrier to a functional system. And there are LOTS of posts in this Vicidial forum detailing how to create a carrier entry. Some quite detailed.