vicidial.org

Currently our call center works from 0700-1600 PST. We run only 1 outbound campaign with 18 Agents. But when I look at the Dialer Reports Outbound there are a TON of outbound calls afterhours beyond 1600 PST with the agent listed as VDAD. My Tech thinks it is sync calls but the calls are being made all over the country and not one specific number.

I welcome any feedback on where and how we can track this down to figure out what is auto generating the outbound calls.

Help - please.

Where do you fetch that data?

I think some reports displays the time of the call based on the leads timezone.

Look in the asterisk log /var/log/asterisk/messages and verify if it makes calls after 16:00

Check your realtime report after you shut down and be sure ALL your agents are logged out. Your "works from" time is nice, but vicidial dials out based on logged in agents. I have several clients who "deactivate" all their campaigns at the end of the day to be sure they are "down". I have several others that deactivate the Carriers after hours to avoid ... accidents.

I also HIGHLY recommend Dynamic Good Guys firewall for Vicibox. http://www.viciwiki.com/index.php/DGG (Even if all you do is the lockdown and ignore the DGG ... whitelisting your server is a requirement these days!)

Make sure all your servers have the correct time and TIMEZONE set... The timezone set on the server should match what is in the server config. I had that happen because I had a server's timezone set for PST (gmt -8) on the server and EST (gmt -5) on the server configuration page. I was not actually making calls after hours but records where being put in the call log for the future lol.

-Andrew

amjohnson wrote:Make sure all your servers have the correct time and TIMEZONE set... The timezone set on the server should match what is in the server config. I had that happen because I had a server's timezone set for PST (gmt -8) on the server and EST (gmt -5) on the server configuration page. I was not actually making calls after hours but records where being put in the call log for the future lol.

-Andrew

Good catch! I didn't even see that coming.

williamconley wrote:Check your realtime report after you shut down and be sure ALL your agents are logged out. Your "works from" time is nice, but vicidial dials out based on logged in agents. I have several clients who "deactivate" all their campaigns at the end of the day to be sure they are "down".

This is just a case of using the agent shift time enforcement and campaign local call time features isn't it?

williamconley wrote:I have several others that deactivate the Carriers after hours to avoid ... accidents.

Can you expand on how this works? I'd assume a time check in the carrier dialplan? Do you have an example?