vicidial.org

Dear Team,

I am in anticipation of immediate help. Below is the configuration of my setup.

VICIBOX express installation.

Asterisk 1.8.28.2-vici currently running on vicidial
Linux vicidial 3.11.10-11-default
x86_64 x86_64 x86_64 GNU/Linux

I have 4 agents who are mapped to 4 remote agents respectively(Remote agents are in LAN and registered to vicidial through softphones(Zoiper or 3CX).

I have a inbound campaign with an ingroup queue and the above agents are under this queue.

Queue works absolutely fine when all the agents are logged in.(call goes to 1st agent then 2nd, ..)
But when an agents logs out(from agent window), ideally campaign shouldn't route the call to the logged out agent but that is not happening and calls are getting routed to the logged out agents(i can see this logs in asterisk CLI) and hence there is a delay for the actual logged in agents.

Also, Real_Time main report of campaign is showing "5 agents waiting for call" even though only 2 are infact available.

Can someone kindly help me whats wrong here? Am i missing something?
Please let me know what all things should i post to give you clear idea of the problem.

I think you are confused as to what remote agents are for. They are a means to route calls to agents who are not logged into Vicidial. For instance you might have some after hours people will accept calls on their cell phones. You would setup their cell phones as Remote Agents and put those Remote Agents in an after hours ingroup. This does not sound like what you are doing so you should not have them enabled.

Yes mcargile, i was confused indeed.

Now the confusion is gone. We don't have to actually use remote agents.

i have setup remote agent and user for remote agent , and setup the campaign, i m trying to call my list and play a recorded message when the answer or leave a Voice mail. i could not make work, i think the issue with campaign, is there special configuration i should follow up to setup a campaign for remote agent ?

i upload the list, and the campaign calling the number, but when i answered the test call which is my cell phone, it says your call can not completed as dial, please check the number and dial again , and i already upload my recording in Answering Machine Message section

any help with that