vicidial.org

Hey guys, I checked the forums and the manager's manual, but couldn't find a clear explanation. When setting up a status, what's the difference between "Human Answer" and "Customer Contact"? They kind of seem the same to me, but I'm guessing here's logic to having them as two separate options. Since these seem to be important to the adaptive calculation I want to make sure I get this right.

Much appreciated as always.

Vicibox 6.0.4 from Vicibox_v.6.0.x86_64-6.0.4.iso | ViciDial SVN Trunk v.2.10-443a build 140617-2017 revision 2130 | 1.8.32.3-vici | Multiple Servers: 6 Dial - 1DB - 1 Web| Amfletec VoiceSync PCI Chips | No Extra Software After Installation | Intel MultiCore Processors

Human answer MUST be possible on all campaigns, to allow for the simple fact that any call can be answered by a human (and the calling party does not control that occurrence). Campaigns WILL crash if there is not a Human Answer option for the Agent to choose as a Disposition.

However: reaching a human does NOT mean you have contacted a decision-maker or even someone you can talk to about possibly finding the decision-maker. For instance: An answering service. Or a child. These are Human Answer, but NOT customer contact.

While Human Answer has programming attached to it, Customer Contact does not (although I'm not sure which one is associated with Multi-Lead dialing, offhand ).