Statuses

[stefano.pucci]

HI All

my environment is :
on VM
1.4.39.1-vici.go
VERSION: 2.4-364a
BUILD: 120409-1136

I've set up a Inbound Group :
Drop Call Seconds : 180
Drop Action : Message
Drop Exten : 6266
After Hours Message : MESSAGE
No Agents No Queueing : N
No Agent No Queue Action: EXTENSION
Extension : 6266
Wait Time Option Seconds: : 180
Wait Time Option Extension: 6266


I'd like to know those informations :

On 22nd January , DID receive 64 calls and 2 DROPS.

52 call Answered.

How can I monitor calls that aims DROP Call Action and get routed to Extension 6266?


---------- TOTALS
Total calls taken in to this In-Group: 64
Average Call Length for all Calls: 740 seconds
Answered Calls: 52 81%
Average queue time for Answered Calls: 10.37 seconds
Calls taken into the IVR for this In-Group: 0

---------- DROPS
Total DROP Calls: 2 3% drop/answered: 4%
Average hold time for DROP Calls: 108 seconds

---------- CUSTOM INDICATORS
GDE (Answered/Total calls taken in to this In-Group): 81%
ACR (Dropped/Answered): 4%

---------- QUEUE STATS
Total Calls That entered Queue: 17 27%
Average QUEUE Length for queue calls: 150.24 seconds
Average QUEUE Length across all calls: 39.91 seconds


---------- CALL HANGUP REASON STATS DOWNLOAD
+----------------------+------------+
| HANGUP REASON | CALLS |
+----------------------+------------+
| CALLER | 8 |
| AGENT | 41 |
| QUEUETIMEOUT | 10 |
| ABANDON | 1 |
| NONE | 4 |
+----------------------+------------+
| TOTAL: | 64 |
+----------------------+------------+

---------- CALL STATUS STATS DOWNLOAD
+--------+----------------------+----------------------+------------+------------+----------+----------+
| STATUS | DESCRIPTION | CATEGORY | CALLS | TOTAL TIME | AVG TIME |CALLS/HOUR|
+--------+----------------------+----------------------+------------+------------+----------+----------+
| CALLBK | Call Back | UNDEFINED | 7 | 2:01:48 | 17:24 | 0.53 |
| CBPS | CallBack Posticipa A | UNDEFINED | 2 | 33:07 | 16:34 | 0.15 |
| CBSALE | CallBack Acquisto | UNDEFINED | 12 | 3:19:16 | 16:36 | 0.91 |
| CLTAUT | Vuole procedere in a | UNDEFINED | 6 | 1:08:10 | 11:22 | 0.46 |
| DEC | Chiamo Numero Altern | UNDEFINED | 2 | 16:28 | 8:14 | 0.15 |
| DROP | Agent Not Available | UNDEFINED | 2 | 3:35 | 1:48 | 0.15 |
| N | Non Risponde | UNDEFINED | 1 | 17:03 | 17:03 | 0.08 |
| NI | Rifiuto Rinnovo | UNDEFINED | 1 | 7:25 | 7:25 | 0.08 |
| PROC | Procedure | UNDEFINED | 4 | 47:45 | 11:56 | 0.30 |
| SALE | Acquisto | UNDEFINED | 15 | 3:22:04 | 13:28 | 1.14 |
| TIMEOT | Inbound Queue Timeou | UNDEFINED | 10 | 30:00 | 3:00 | 0.76 |
| XFER | Call Transferred | UNDEFINED | 2 | 42:29 | 21:15 | 0.15 |
+--------+----------------------+----------------------+------------+------------+----------+----------+
| TOTAL: | 64 | 13:09:10 | 12:20 | 4.87 |
+------------------------------------------------------+------------+------------+----------+----------+



Where can I count DROP,TIMEOT and XFER calls on Asterisk DB??

Thanks
Stefano

[williamconley]

...
How can I monitor calls that aims DROP Call Action and get routed to Extension 6266?
...
Where can I count DROP,TIMEOT and XFER calls on Asterisk DB??

You can not monitor dropped calls. Monitoring in Vicidial is handled by adding an extra channel to the meetme room. Dropped calls (sent to an extension) are not in a meetme room. If you want to monitor those calls, you should drop to an ingroup instead, then set up extension 6266 as an "on-hook agent" able to get those ingroup calls.

Then there will be a meetme room (and the added help of having a place to record the outcome of the call and call notes). And you can monitor, just like any other agent. And when that agent logs out for the night, the phone will stop ringing and you can forward Ingroup calls to a VM box because there are no agents. Ingroups are a marvelous tool.

alternately, you could build yourself an asterisk dialplan entry to use whisper on the channel in use by extension 6266, but that's not part of Vicidial.

DROP and other CALL statuses are stored in various log files in addition to being a LEAD status in the vicidial_list table. Check all the tables that end in "_log" and see which ones match the call path you want or use the lead status if you only want one per lead (note that a later call can alter the status of that lead, if that's what you want then the vicidial_list table is your best bet).