How to hang Up call when Customer hangs up?

[backin2shape]

Is there a way to have the system hang up the call when the customer hangs up? Currently we don't know when they hang up and play the "hello? hello?" game.

Vicibox_v8.x86_64-8.0.1.iso used | Version: 2.14-679a Build: 180618-2300 | Cloud Virtual Machine | No extra software installed | CPU: 4vCore RAM 8GB

[williamconley]

1) Welcome to the Party!

2) As you are obviously new here, I have some suggestions to help us all help you:

When you post, please post your entire configuration including (but not limited to) your installation method (7.X.X?) and vicidial version with build (VERSION: 2.X-XXXx ... BUILD: #####-####).

This IS a requirement for posting along with reading the stickies (at the top of each forum) and the manager's manual (available on EFLO.net, both free and paid versions)

You should also post: Asterisk version, telephony hardware (model number is helpful here), cluster information if you have one, and whether any other software is installed in the box. If your installation method is "manual/from scratch" you must post your operating system with version (and the .iso version from which you installed your original operating system) plus a link to the installation instructions you used. If your installation is "Hosted" list the site name of the host.

If this is a "Cloud" or "Virtual" server, please note the technology involved along with the version of that techology (ie: VMware Server Version 2.0.2). If it is not, merely stating the Motherboard model # and CPU would be helpful.

Similar to This:

Vicibox X.X from .iso | Vicidial X.X.X-XXX Build XXXXXX-XXXX | Asterisk X.X.X | Single Server | No Digium/Sangoma Hardware | No Extra Software After Installation | Intel DG35EC | Core2Quad Q6600

3) Top right corner of the agent screen: LIVE vs DEAD.

4) If you have AMD on, turn it off. It causes those dead calls.

[backin2shape]

Thank you William. Where can i find this information? We had hired someone to install this for us.

[williamconley]

The Vicidial manager's manual is available on EFLO.net, both free and paid versions. paid is easier to find, but free is there. Free has everything you need. There's also an agent manual, which also has a free version.

[backin2shape]

Vicibox_v8.x86_64-8.0.1.iso used | Version: 2.14-679a Build: 180618-2300 | Cloud Virtual Machine | No extra software installed | CPU: 4vCore RAM 8GB

[williamconley]

Well done. Read that manual. Consider a second install on a spare computer (or a virtual one) for practice. The more you play with it, the less "magic" it'll be. Start at page one of the manual and work all the way through. Don't skip anything. You'll get what you need.

FYI: AMD can be turned off by using the Modify Campiagn page in Detail view and updating the value for Routing Exntension. There's a ? next to the value to show you what the options are and what they do. I recommend 8368 for your first year.

[backin2shape]

William-

AMD will help with hanging up the call when the customer hangs up?

[williamconley]

If you're using AMD, that's likely why they are hanging up. AMD adds two seconds to the front of the call of Dead Air. When combined with any other delays (like the normal 1 second delay routing the call to an agent, drop call seconds, etc), turning off AMD can dramatically reduce hangups.

Of course, if your drop call seconds is set to anything above Zero, that's also a reason for prospects to hang up.

[backin2shape]

Ahh i see the confusion, maybe I didn't explain myself properly. The problem I'm having is not that they hang up before we connect. The problem i'm trying to resolve is after we've had a conversation with them or during the pitch they Hang Up. We don't know that they've hung up for like a minute. With our other dialer when they hang up the screen goes to the disposition screen and my agents know they call is over.

I hope this makes sense.

[williamconley]

Have you read the Vicidial Manager's Manual? (Free version on EFLO.net ... great read if you're already making $$ with this free software, lol, just can't beat the price)

In all versions of Vicidial, the DEAD CALL indicator in the top right corner is usually a "dead giveaway" that the prospect is gone. Plus the "boing" tone when they hang up.

Then there's what I found while looking up "dispo" in the Campaign Modify Detail View:

Dead Call to Dispo Only -If Dead Call Max Seconds is set greater than 0, this option can be enabled if you want to send the agent to the dispo screen after a dead call without automatically dispositioning it. Default is DISABLED.

Not sure if that's in the manual yet, but it is cool.

[backin2shape]

I've read a good chunk of it. When the lead/customer hangs up it still shows LIVE CALL for my reps not Dead Call. That's the problem.

[williamconley]

Then you have a technical problem unrelated to the settings. Perhaps an Asterisk version mismatch in a configuration option or astguiclient.conf ... this could have affected which asterisk .conf files are presently loaded, and the result could be a failed "hang up" signal so Vicidial never knows the call dies. have you tested this with multiple carriers? Is it *always* or just occasional (which could indicate overload)?

[ambiorixg12]

To discard any Asterisk issue, I first suggest a sip trace and make sure the BYE request has been correctly received from the carrier once the customer hangup. To make sure the call has been terminated but still open on the Vicidial GUI

This is a working a sample how it looks using Twilio

Code: Select all

 BYE sip:+13059308746@207.246.65.53:5060 SIP/2.0
[Dec 11 23:46:48] CSeq: 641686 BYE
[Dec 11 23:46:48] From: <sip:+13052373831@asterisk-dominicana.pstn.twilio.com:5060>;tag=53845561_6772d868_860f69ba-2ba8-4523-b876-7021f0adf80d
[Dec 11 23:46:48] To: <sip:+13059308746@207.246.65.53:5060>;tag=as09e85c07
[Dec 11 23:46:48] Call-ID: e522ef147adb667bbc3e1fd8756a006c@0.0.0.0
[Dec 11 23:46:48] Max-Forwards: 68
[Dec 11 23:46:48] Via: SIP/2.0/UDP 54.172.60.0:5060;branch=z9hG4bKa192.34210c3.0
[Dec 11 23:46:48] Via: SIP/2.0/UDP 172.18.13.81:5060;rport=5060;received=34.235.113.14;branch=z9hG4bK860f69ba-2ba8-4523-b876-7021f0adf80d_6772d868_360-9229796290491667642
[Dec 11 23:46:48] Supported: 100rel
[Dec 11 23:46:48] User-Agent: Twilio Gateway