Callback inbound DROP calls immediately with Lead recycling
Posted: Wed Apr 03, 2019 9:56 amBeware i've read at least 20 topics about Lead recycling before i posted this. In about 15 of them William is strongly advising not to use Lead Recycling. Message received. lol 
However, i want to be able to callback inbound callers who DROP in the queue.
I have considered the following methods:
1.Drop lists feature
2.A script that moves leads and makes them dialable
3.Drop Transfer Group
4.Lead recycling
1.We have used the Drop lists feature for a while but this created quite a lot of problems regarding duplicates. For instance a called called 5 times on one day and only on the 5th call came in contact with an agent. The 4 previous calls were all stored as duplicates in the drop list and the caller would be called back 4 extra times. Apart from this you also have duplicates in the system and if you do a Lead search you get multiple results, confusing and not practical.
2.I know there is a dispo_move_list.php script that can move leads after dispo but since an inbound call is not an agent dispo i'm not sure this will work? Will test and report back later.
3.I remember reading once you can set the drop timeout to -1 and use a drop transfter group setting to route a dropped call to an ingroup. But does this apply to inbound DROP calls too? Could i use this and furthermode use an ingroup in someway to generate a callback for a DROP?
4.What i've read in all the forum threads is that Lead Recycling can be used to quickly callback some statues. I've also read this is completely separate from List recycling so the dialable status in the List does not matter. However when i add the DROP status on the Lead Recycle page and dial in causing a drop and then login as agent that lead isn't being dialed. Should this even be possible?
Also i wonder if it would a good idea if inbound drops had a different statuscode (i.e. ABANDON) compared to outbound drops (DROP). But i supposed it would impact a lot of scripts, reports, etc.
However, i want to be able to callback inbound callers who DROP in the queue.
I have considered the following methods:
1.Drop lists feature
2.A script that moves leads and makes them dialable
3.Drop Transfer Group
4.Lead recycling
1.We have used the Drop lists feature for a while but this created quite a lot of problems regarding duplicates. For instance a called called 5 times on one day and only on the 5th call came in contact with an agent. The 4 previous calls were all stored as duplicates in the drop list and the caller would be called back 4 extra times. Apart from this you also have duplicates in the system and if you do a Lead search you get multiple results, confusing and not practical.
2.I know there is a dispo_move_list.php script that can move leads after dispo but since an inbound call is not an agent dispo i'm not sure this will work? Will test and report back later.
3.I remember reading once you can set the drop timeout to -1 and use a drop transfter group setting to route a dropped call to an ingroup. But does this apply to inbound DROP calls too? Could i use this and furthermode use an ingroup in someway to generate a callback for a DROP?
4.What i've read in all the forum threads is that Lead Recycling can be used to quickly callback some statues. I've also read this is completely separate from List recycling so the dialable status in the List does not matter. However when i add the DROP status on the Lead Recycle page and dial in causing a drop and then login as agent that lead isn't being dialed. Should this even be possible?
Also i wonder if it would a good idea if inbound drops had a different statuscode (i.e. ABANDON) compared to outbound drops (DROP). But i supposed it would impact a lot of scripts, reports, etc.
