callback problem

[heinz]

Hi,

We have a problem that callback times are not carried over to the next day.

When the autodialer dials a scheduled callback at 6 p.m. and nobody picks up, the dial status is changed to NA. Therefore the next morning this lead is dialed again although the client said before "please call me only after 6 p.m.".

Does anyone has an idea how to solve this problem?

Thanks
heinz

[mflorell]

There is currently no way to have a callback automatically move one more day in the future if the trigger time is reached, the call is made and noone is home.

This sounds like a good feature request for the issue tracker.

[heinz]

Thanks for the quick reply!

One way to solve this problem is to use a stored procedure in mysql and put it into the campaign filter.

Code: Select all

FUNCTION `dx_select`(l_lead_id int) RETURNS int(11)
DETERMINISTIC
begin
DECLARE done INT DEFAULT 0;
DECLARE l_list_id INT;
DECLARE total INT;
DECLARE cnt INT;
DECLARE scratch VARCHAR(255);

//REJECTS ANY LEAD IF THE CURRENT TIME < THE ORIGNAL CALLBACK TIME

select count(*) into cnt
from vicidial_callbacks cb
where lead_id = l_lead_id;
if (cnt > 0) then
select count(*) into cnt
from vicidial_callbacks cb
where lead_id = l_lead_id
and callback_time = (select max(callback_time) from vicidial_callbacks where lead_id = cb.lead_id)
and callback_time < now()
and status in ('LIVE','ACTIVE')
and 1 > (select count(*) from vicidial_log where lead_id = cb.lead_id and call_date > cb.callback_time and status in ('NI','SALE','AUTH','WR','MO'))
and time(callback_time) < curtime();
if (cnt < 1)
then
insert into dx_system_log(log_date,indicator,value) values(now(),"dx_sel_E",l_lead_id);
return 0;
end if;


Unfortunately this seems to slow down the whole system considerably as the agents complain that the lead_data pops up delayed etc.

So if somebody has another idea...

[mflorell]

This could be programmed in the same way the auto-alt-dial feature is programmed, triggering at hangup time of the lead. While not trivial it could certainly be done.

[enjay]

Any news on this? Currently agent-only callbacks is the only safeguard to something like this right?

Also if a call has been dispositioned as NA that was a CALLBK "as a result of a no answer auto-dial" why does the record still show as a live callback in the campaign "callback holds". The system will not try to re-dial it again as its no longer a CALLBK.

[mflorell]

This is an interesting idea for a new feature, something like a setting to only allow for the date to change, not the time of day for a callback, possibly following some of the same logic that auto-alt-dialing uses.

I have not seen an issue reported for this in the tracker, and I have not had any clients request this feature so it will stay lower priority than the other things we have in development for the 2.0.5 release.

[enjay]

I'll put something in tracker for it.. I have a customer requesting it unfortunately.. maybe I can outsource some of that to you

[mflorell]

Thanks for making the tracker issue. What kind of time frame is this feature on for your client?

[enjay]

Not immediately.. its just confusing for them to look at the callback report "callback holds in the campaign" and see a bunch of LIVE callbacks with no direction as to it having already been called/dispositioned as something else..

The automated reschedule is a cool idea but not as critical as the visibility.