vicidial.org

Hi! During the last week or so we've been having an issue where the dialer keeps making new calls even when no agents are available to take the calls.

Here are some details:
* # of agents on the campaign: 10
* Dial Method: Ratio
* Auto Dial Level: 1.5
* Campaign VDAD exten: 8365
* Campaign Rec exten: 8309
* Campaign Recording: AllFORCE
* Recording Delay: 0
* Recording All Calls
* We have viciDial running separate from the DB/Web server.
* Both servers are Dell PowerEdge with 2 2.50 Ghz Quad-Core Processors and 4 GB RAM
* Running VICIDIALNOW ver 1.1

This was working fine for over 3 months. We were having some time syncing issues but these were solved. Not sure if this issue has to do with that.

Also tried repairing the database and still the issue is happening.

Please advice how to solve/troubleshoot this issue, since we're having too many dropped calls as a result.

Thanks in advance!

ADSantos

The dialer will only dial if it thinks there are agents logged in. Check the vicidial_live_agents table for live agents when the undesired dials are happening.

As for your settings, have you tried one of the ADAPT dial methods, they will give you a lower drop rate than just sticking to a fixed ratio.

mflorell wrote:The dialer will only dial if it thinks there are agents logged in. Check the vicidial_live_agents table for live agents when the undesired dials are happening.

As for your settings, have you tried one of the ADAPT dial methods, they will give you a lower drop rate than just sticking to a fixed ratio.

Matt:

Thanks for the prompt reply. I found that the problem was that the option "Available Only Tally" was N instead of Y, so it was not leaving out INCALL and QUEUE status agents when calculating the number of calls to dial, so it was dialing more than actually needed.

Regards,

ADSantos