vicidial.org

We have an outbound campaign :
Dial Method: Adapt_average
Available Only Tally: Yes
Dial Level Difference Target: -8
Maximum Adapt Dial Level: 7
Drop Percentage Limit: 3
Adapt Intensity Modifier: 0

This was working perfectly with 25-30 agents, keeping 3-8 agents always available, dropped % below 0.5, average wait time like 10-20 seconds and dialer adjusting dial ratio just as needed.

I've made an inbound group for our callback number and put 4 agents from the same campaign to receive inbound calls as well, selecting the outbound campaign upon login, clicking on the inbound group and checking BLENDED CALLING option on the green screen.

The issue- since we put those agents on blended calls, the dialer slowed down tremendously, with 14 available agents it dials with ratio 1, then goes up to 4- 5, then quickly goes back to 1 again.

What I tried- set Dial Level Difference Target to -2
Raised Dropped Percentage Limit to 50 just to test if dropped calls for the inbound campaign matter.
Set Adapt Intensity Modifier to 30.
Tried with 2-6 agents doing blended calls.

None of the above worked. I still couldn't make any sense why it was slowing down and going faster disregarding the number of available agents.
Using Vicidial version 2.0.5 from the SVN, a few weeks before 2.0.5 was released and didn't want to upgrade since everything was working just fine.

Is something wrong in the settings?
Is it a bug which is fixed in 2.0.5?
Is it taking into account the number of available agents from the inbound group and slowing down when none of them is available, disregarding the other available agents doing only outbound in the same campaign?
How is dial ratio calculated in predictive mode when blended calls are made? I know formula is complicated, maybe some basics could help to make sense of all this...

We have many clients running blended without any issues. Have you tried turning off available only tally?

Tried that too, no result. After 4-5 agents login into inbound group as well it works fine for a while (watched it for 15 minutes) then goes back to the same behaviour:


Where can I look into?

So this started happening all of a sudden?

Are there other blended campaigns in this system running at the same time?

So this started happening all of a sudden?

We have not dialed blended before, this is the first time I set it up. Only outbound before that.

Are there other blended campaigns in this system running at the same time?

No agents logged into other campaigns and this is the only blended campaign.

If this helps- it's load-balanced between 2 servers. The outbound campaign has 5 lists assigned.
Only 4-5 agents log into the inbound group.
After I disable the inbound and relogin the agents, everything goes back to normal- dial ratio adjusts as fast as needed.
Meanwhile I have checked for corrupted tables and rebooted both servers- no joy

We had a client report a similar issue just this week, I will be looking into it tomorrow.

Thanks in advance, will stay tuned.

I think I found a small bug that could cause issues like this. I hope to post a fix to SVN later tonight.

Thanks Matt.

I guess it's in AST_VDadapt.pl:
90512-1549 - Formatting fixes and calculation bugs in blended

Had no chance to test it yet.
May I use this file from SVN with pre 2.0.5 astguiclient version from SVN, or I would need to upgrade everything to the latest 2.2.0 SVN?
Current version of the same file is 81108-0808.

You should be able to just drop the new version of that script in without having to upgrade everything. Let us know how it works.

Copied the new script and rebooted both servers, enabled inbound in the outbound campaign, no agents logged into the inbound group- it behaved just as before- with 30 available agents ratio stayed at 1.0.

Put back the old files, disabled inbound and did NOT reboot servers- everything went back to normal. It's load balanced between 2 servers:

Server1:
VARactive_keepalives => 123468

Server2:
VARactive_keepalives => 12345678

Today I played a bit and it seemed ok, using the old vdadapt scripts.
Put one, then a second agent to the inboung group and dial ratio remained high.
No inbound calls at all were sent to this group/server though, so no dropped calls for the inbound group. Is this where the problem could be?

Can I help anyhow to troubleshoot this?

edit: started sending inbound calls to this server, 5 answered/0 dropped --> dial ratio remains as high as it's supposed to be.

edit2: Hmm, I must say I hate when this happens- trying to recreate the problem last 1 hour, staying attached to AST_vdadapt screen output- with stat for inbound campaign:
CALLS TODAY: 21
DROPS TODAY: 2
ANSWERS TODAY: 19
DROP PERCENT: 10.53%

dial ratio for outbound stays as it has to be

Well, the newest version fixed the issues that our clients were having. You can actually run more than one instance of the AST_VDadapt.pl script at the same time for testing purposes, it won't cause anything catastrophic, but you probably don't want to do that as a matter of standard practice.

It just strated happening again with the old files when all agents went on break and a few inbound calls dropped.
However:

mflorell wrote:You can actually run more than one instance of the AST_VDadapt.pl script at the same time for testing purposes, it won't cause anything catastrophic, but you probably don't want to do that as a matter of standard practice.

Ahh Matt, thanks so much
Had to put the new files again and run it manually to notice how stupidly I missed to set permissions of the manually copied new file:

Code: Select all

-bash: /usr/share/astguiclient/AST_VDadapt.pl: Permission denied

Hence the ratio 1 with when put the new file for first time.

Now everything works fine, attaching to AST_VDadapt.pl shows how inbound stat is not taken into account.

Many thanks for your superior support.

Glad it's working for you, we all have those DOH! moments when we forget to do some simple task like setting permissions

Matt, i have the same issue but my outbound campaign Dial Method is RATIO, my ViciDial Version is: VERSION: 2.0.5-172 BUILD: 90310-2203

I need to replace the script AST_VDadapt.pl too? or i need to replace another script?

Where i can search for upgrade to the new version?

Thanks in advance.


OrvUx

That is the only file I had to replace. You can get it from 2.2.0 SVN trunk.

Code: Select all

mkdir /usr/src/astguiclient
cd /usr/src/astguiclient
svn checkout svn://205.201.151.21:43690/agc_2-X

File is in /usr/src/astguiclient/agc_2-X/trunk/bin/

Make sure you set 0755 permissions and owner 'root' when you copy it to /usr/share/astguiclient/

okli, thank you so much, i am going to try with this script. I will give you a feedback with my results.

By the way: Somebody knows what i need to do to have the 2.0.5 version? because i have a pre 2.0.5 version. Thanks again

OrvUx

Read and follow the UPGRADE document.