vicidial.org

Hello

I am testing the requeue call feature, and it is not working quite well.

In my blended campaign I enabled:

Agent Display Queue Count: Y
Agent View Calls in Queue: ALL
View Calls in Queue Launch: MANUAL
Agent Grab Calls in Queue: Y
Agent Call Re-Queue Button: Y
Allowed Inbound Groups: AGENTDIRECT (checked)
Allowed Transfer Groups: AGENTDIRECT (checked)


The scenario is 1 agent and two incoming calls.
1. The agent receive the first call
2. Then the agent clicks the re-queue call button two answer the second call, but the agente is still with the first call. No matter how many times the agent clicks the re-queue call button, he is always with the first call

What else do you need to see if it is a bug?

Thanks

ViciBox v.7.0.3
Vicidial Version: 2.12b0.5
Vicidial SVN Rev: 2580
1xDB-Web-Dialer-Archive (all in one server)

I could not replicate this issue. Do you have the campaign setting "Agent Pause After Each Call" enabled?

Thanks for the answer Matt

Agent Pause After Each Call was N

Now this option is

Agent Pause After Each Call = Y

In some way it solved my problem, because now the agent can choose what call to answer.

But I made the following test.

A. 1 agent and 5 incoming calls at the same time
B. I just only clicked the re-queue call button and you are paused button

In theory should answer call-1, then call-2, then call-3, then call-4 and then call-5. Making a rotation

But it doesn't happen that. In a random way could be call-1, then call-2, then again call-1, then call-3, then again call-2, etc.

The KEY in these tests is that I ONLY USED THE RE-QUEUE CALL and YOU ARE PAUSED buttons.

The "rule" that it should "rotate" is for secretaries desks who may be going through a queue saying "boss is still not available, please hold!"

But that's not the scenario here: We have calls inbound with priorities and wait times. Vicidial likely tries to place the first call based on wait time and priority. Probably.