vicidial.org

after a long search on the net and on the forums I could not find a sollution to my problem:

I have 3 agents take calls, Auto Dial Level remains at Level 3 or 4, but the last few days I have to increase the Auto Dial Level at 10 or 12 so that agents receive calls and this after a wait 1 minute and duration 1:30.

Please someone can identify the problem?

thank's a lot for help

I assume you are using the 'Ratio' Dial method? What is your Auto Dial Level Threshold' set to? If it's conditions aren't met ViciDIAL will only ever dial at 1:1 Ratio. 'Even if you force the issue, with that few agents you will have a lot of dropped calls. Why aren't you using the Manual/Preview dial method?

geoff3dmg wrote:I assume you are using the 'Ratio' Dial method? What is your Auto Dial Level Threshold' set to? If it's conditions aren't met ViciDIAL will only ever dial at 1:1 Ratio. 'Even if you force the issue, with that few agents you will have a lot of dropped calls. Why aren't you using the Manual/Preview dial method?

thank's forreply

What amazes me is that at first it running properly and I do not know what happened ... I use the RATIO method .. I have to use Manual / Preview dial method ?

Well the other factor is your data. Have you hit your call count limits for example?

geoff3dmg wrote:Well the other factor is your data. Have you hit your call count limits for example?

the only thing I changed is the Routing Extension. I changed from 8368 to 8369 ... this is the trunk can affect my problem?

Yes. When I added answering machine detection to my system we had to double the amount of calls per agent. Also, like someone mentioned above, if you are calling through the same market then the dial level will continue to raise.

Adding answering machine detection will let the dialer handle the answering machines therefore instead of them going to agents the dialer is automatically dispositioning them. Since a majority of calls made are either NA or Answering machines the agents will in turn go through leads more quickly. Youll need to increase the dial level to compensate. Another factor is data. take a look at your contact rate. the data may be aged or otherwise pretty beat up.

Keep in mind that Asterisk AMD is only 70-80% accurate. That means over 20% false positives, that's human answers being set as Answering machine and not going to an agent. This makes using AMD here in the USA for sales calls basically illegal under the FTC TSR.