Losing CID

[tim33]

Web based GUI:
VERSION: 2.12-560a
BUILD: 160617-1427

Command line info:
ViciBox v.7.0.3-160505

In my campaign I have set Drop Action to CALLMENU. Dropped outbound calls that then go into a queue from the CALLMENU do not pass CID to the agent. Instead they pass something like Y8281228540000057045.

When customers call inbound and get the Callmenu the CID is passed to the agent.

The Callmenu settings for 1 are Route: Ingroup, Handle method: CID

[mflorell]

You need to set the handle method to CLOSER

[tim33]

I have setup a 2nd Callmenu for dropped calls. The normal Callmenu is set to CID.

The dropped call Callmenu is set to CLOSER. The behaviour of this setting is to lookup the lead or be blank with no CID if a lead with the number is not found. I need it to create a new lead for each call but show CID.

Please advise.

[mflorell]

You're going to have to include more details, is this for inbound? What is the "normal" call menu for exactly?

[tim33]

Yes for inbound. The "normal" call menu is for standard inbound calls that reach the call menu directly and then go into a queue. This works well. Customers go into the queue and then when the agent receives the call a new lead is created in List 999 and the CID is displayed which is then used to locate the relevant lead in the outbound list they are calling. Customers have multiple leads in the list because a lead is created each time a customer tries to leave the electricity company. If we retain the customer then the customer may try to switch in 6 months time and a new lead is created. A customer can also have multiple electricity accounts and these can switch at different times. Customers can call back even when we have retained them to check something. Customers can call from different numbers. This is why selecting the correct lead has to be done manually via lead search and it is then loaded into the call.

I can't get the CID from dropped calls. I don't understand what ANI is but it didn't work either.

I have currently set dropped calls to go to a menu that prompts customers to hangup and call back but this is obviously a poor solution. I have done this because customers find it odd when they call in and an agent asks for the number they called in on.

[mflorell]

If you upgrade to a more recent svn/trunk version, you can use the newer Drop Lists feature, allowing you to create lists to dial from dropped calls.