vicidial.org

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

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.

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...

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.

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.

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.

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

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

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.