we also loose the customer while leaving 3-way

[theorians]

I hope all is well.

I'm writing you with hopes that you can resolve my big problem. I run a call center and installed GoAutodial's latest version by downloading .iso from its website. All works fine but when my agent handover the call to the closer rep and tries to leave 3-way we also loose the customer. But sometimes the customer and closer remain on line and closer closes the sale. Please find below my dialers & mine info. Thanks

VERSION: 2.4-309a
BUILD: 110430-1642
© 2011 ViciDial Group

AstGUIclient Version: 2.4b0.5

Asterisk 1.4.39.1-vici

Regards
M. Riaz
The Ore Technologies

[williamconley]

Excellent post. Please also try to post the "installer version" (IE: GoAutodial 2.0 or 2.1 ...?)

Please post every button that the agents press during a "successful" transfer, and during a "failed" transfer (in case they are different ...).

[theorians]

Thanks for replying. Its GoAutodial CE 2.1...Please see below the agent's job:

Agent gets an auto call dialed by my dialer.
Agent explains the program and if customer likes it, he/she has to transfer the call over to the closer.
Once customer agrees, agent presses "park" to put the customer on hold and press "transfer" button.
A small transfer window pops up.
agent puts the closer phone number in the field and presses "dial with the customer".
Once the closer answers, agent brings the customer in line by "unparking" the customer to introduce the closer.
The agent leaves the call by pressing "leave 3-way"

but when agent presses "leave 3-way" button, it sometimes hangup the customer as well.
Agent has to follow the same procedure to transfer and leave 3-way.

[williamconley]

you will need to find a commonality for when this happens and when it does not. different carrier in use? perhaps you should consider making the closer another agent on your vicidial system and transfer the call within vicidial (transfer to a local closer instead of making a 3-way call). this allows the closer to have the client data on their screen. if the closers do not have computers, and therefor cannot log in, consider using them as Remote Agents in a closer campaign which will still allow transfer to closer (which is still not a 3-way call). in both cases you gain the ability to see the call in real time during closing and statistics regarding closer talk time, etc. Then the transfer would be "consultative" at first to allow the fronter to discuss with the closer before leaving the 3-way call.

you could also consider using the stock vicidial interface instead of the goauto interface to see if this makes a difference (entirely possible). you could also consider upgrading to a later version of Vicidial which may resolve your issue. you'll lose the look of the goautodial screens, but you'll gain new features and a more thoroughly tested distro.

do try to find a commonality to the occurrences, though. be it server load, area code, carrier, or even time of day. something to be able to reproduce the error so you can more easily troubleshoot it. you can obviously try troubleshooting it now in /var/log/astguiclient and /var/log/asterisk ... but it is a lot of reading.