Auto dialing with agent's skill sets/priority

[urmi.l]

Hello,

VERSION: 2.4 ViciDial. We have outbound process working very well with PRI lines.

I have one campaign having RATIO dialing with many agents. The campaign is having multiple list IDs and leads are auto dialing from all the lists. Now, I want to assign specific lists to specific agent with priority one and if that first agent is not available then the lead should connect to second priority agent and so on. Can we do autodialing with agent's skill sets or something like that ?

Example :
Campaign Name - TESTCAMP - Dial Method - RATIO
List ID First Priority Second Priority Third Priority
===================================================
1111 agent01 agent02 agent03
2222 agent02 - agent01 agent04
3333 agent03 - agent04 agent01
4444 agent04 - agent03 agent02
===================================================

All the agents will be logged in to TESTCAMP and there will be 4 list IDs with data to be uploaded. Dialer will start dialing leads in RATIO mode and the lead should be distributed as above settings set by admin. If the lead is dialed and is of listID 1111 then it should first goto agent01, if that agent is not available then to agent02 and then to agent03 in case both are not available to take call.

Can we use RANK / GRADE here ?

Thank you.

[mflorell]

There is currently no method of doing per-list agent ranking as you describe.

[VFRDavid]

I know that this is an old post - I searched for what I'm trying to do and this is the closest that I came.

I am running v2.14-670a Build 180424-1521 (SVN 2973 - yeah - I know - I need to update it).

Anyway - what I want to do is - have the lead delivered to the rep that has the Rank assigned closest to the leads - from everything that I am reading - the Agent Rank only relates to the Campaign and InGroup Ranks, so that there is a higher liklyhood that the next call will be delivered to them - but - other than for the calling order in Campaign Detail - I really don't see anything that relates to the Rank field in the vicidial_list table...am I just missing it?

The only way that I figured out how to do this, along with other leads is - to have two outbound campaigns - one with the "ranked" leads that I want - one with everything else. The Ranked campaign will dial RATIO and I'll sign in a single agent, and make sure that it's based on just logged in agents (not available ones) - with no drop-percentage rules, etc. I will have this campaign set for a Drop-Capture InGroup for like 1 second that only the Ranked Reps will be in. For any call that is answered in the "Ranked" campaign - it should flip it to the Drop Capture InGroup - and blend those in along with the normal outbound leads.

Is there any more elegant way to make this happen??? One without the minimum 1 second delay before transferring?

Again - I am not trying to rank by list - I have no problem with populating the Rank field in the vicidial_list table for the leads that I want to have a higher affinity towards certain reps - but - it doesn't seem to be what this field is really meant for.

My other thought was to use the "owner" field - if it supported some sort of grouping - I could populate the Owner field, and put all of the reps I want to get these leads in the same Owner Group (or whatever needs to occur) - so they will get these leads first - however - if NO ONE is available from the owner group, I would prefer that these calls DO go do everyone (which can be accomplished with the two-campaign scenario above, if I have the Drop-Capture InGroup overflow to a SECOND InGroup that EVERYONE (or at least different agents) are automatically logged in to.

Thanks for any feed back / ideas / issues you see with my (hokey) plan...I really do appreciate it!!!

[williamconley]

Write your own Campaign Routing Extension. At the moment of Answer, this is the extension that 'takes over the call' and initiates the associated agi (perl/asterisk) script. That script can do ... anything. It can make database requests, modify the "channel", sing a song, probably even sweep the floor (if you connect an iRobot vacuum, of course).

Not a simple undertaking, but if you can actually write the rules for the agent preferences, some sql queries can decide which agent should get the call. Or something as simple as transferring the call to in ingroup instantly (the correct ingroup) without the 1 second wait.

[mflorell]

We did add this last month,
http://vicidial.org/docs/AGENT_MULTI-CA ... IALING.txt

[VFRDavid]

So...everything that I have already - except the "-1" for the Drop Seconds? Which makes the transfer to the Drop InGroup as close to "immediate" as our system is capable of? Otherwise, I can configure the rest now, then update the SVN when I can schedule some down time, and change the drop seconds from "+1" to "-1"?

Thanks for your reply!

[mflorell]

There were quite a few changes made in svn/trunk code revision 3284 to make this all work properly together, so an upgrade to at least that revision would be recommended.