vicidial.org

(updated)

I have vicidial 2.0.5 installed on Asterisk 1.4.26.2 without any hardware cards (ie just using SIP and IAX2), but I run into the following problem:

I can create a test campaign, assign the test leads (the 60000 performance testing leads) to the campaign and it will manually dial, but with the dialer set to RATIO and level 1 (or any other level for that matter), no leads are placed in the hopper.

Even creating a new campaign with the same settings and making a fresh list and importing leads into the list has the effect that the leads are not loaded into the hopper, no matter what we do.

What could cause this? The leads in the list have proper phone number, list number, etc, and are imported without error. How can I check that the hopper loader is working when autodialing, since it works in manual dial?

How exactly did you do the install?

Is the AST_VDhopper.pl script in your crontab?

I installed originally using the ViciBox installation CD, but it was 'n bit of a disaster. I wanted Asterisk 1.4, since I need the trunking in IAX2, so I upgraded to 1.4, but it automatically did dahdi on me, so I removed that and tried to put zap back, but eventually ended up removing it all, except the server, and installing it all manually by following the Ubuntu install instructions (and choosing the 1.4 sections)

Yes, the hopper script is in crontab.

### updater for VICIDIAL hopper
* * * * * /usr/share/astguiclient/AST_VDhopper.pl -q

Ok, so to be clear: when you say "i removed that" you were referring of course to asterisk 1.4 and your method of removal was ...?

and i'm still not so clear on what you meant by "removing it all, except the server" (this is all server, yes? is that comment similar to saying i did that in microsoft without mentioning "word, excel, powerpoint", etc?)

ok, enough nitpicking i guess:

I will assume then that your final install is "similar" to a scratch install with 1.4 options ... but since we don't know where it's similar and where it's not, this isn't going to be easy.

However, we can plod along ... and see what pops out:

Next: does the hopper script run? (/var/log/astguiclient logs)

does your campaign show "available leads"?

williamconley wrote:Ok, so to be clear: when you say "i removed that" you were referring of course to asterisk 1.4 and your method of removal was ...?

Yes I was referring to Asterisk 1.2, 1.4 and vicidial. I simply removed all the files that were installed, the crontab entries, removed kernel modules like dadhi and zap, files from /etc, /var, /usr and so forth. I just kept the downloaded sources. I restarted the box a few times, checked that no daemons were started or scripts were running afterwards. Of course I could have reinstalled the OS (Ubuntu Hardy Server), but I only had the Vicibox CD at the time and didn't want to download a whole distro. Then again, it is possible that I missed something, otherwise things should be working fine, not so?

williamconley wrote:and I'm still not so clear on what you meant by "removing it all, except the server" (this is all server, yes? is that comment similar to saying i did that in microsoft without mentioning "word, excel, powerpoint", etc?)

I meant I removed all asterisk & vicidial related software.

williamconley wrote:Next: does the hopper script run? (/var/log/astguiclient logs)

Here is a snippet from hopper.2009-09-29
2009-09-29 16:15:01||H380|20|22|24hours|||
2009-09-29 16:16:02||INACTIVE LIST DEL|0E0||
2009-09-29 16:16:02||test001|20|0|24hours|||
2009-09-29 16:16:02||200|50|50|24hours|||
2009-09-29 16:16:02||H380|20|17|24hours|||
2009-09-29 16:16:02||H380|Added to hopper 20||
2009-09-29 16:17:01||INACTIVE LIST DEL|0E0||
2009-09-29 16:17:01||test001|20|0|24hours|||
2009-09-29 16:17:01||200|50|50|24hours|||

So it seems to run every minute like it should

williamconley wrote:does your campaign show "available leads"?

In the "manual dial mode" that it's in now, it doesn't show leads before the agent presses "dial next number". If I switch the campaign to autodial, it says there are 0 leads in the queue (I think that's the term used at the top of the agent screen).

Also, in manual dial mode, scheduled callbacks are not happening. I'm not sure if this is because the campaign is in manual dial mode currently, but it's not, then I suspect it's for the same reason that leads are not placed into the hopper in autodial mode.

not referring to the "agent log in" screen. in admin when editing the campaign does the campaign show available leads at the bottom of the screen.

williamconley wrote:not referring to the "agent log in" screen. in admin when editing the campaign does the campaign show available leads at the bottom of the screen.

A manual dial campaign (100) has:

This campaign has 2 active lists and 0 inactive lists

|| This campaign has 4442 leads to be dialed in those lists - HIDE

This campaign has 31 leads in the dial hopper

An autodial campaign (107) has:

This campaign has 1 active lists and 1 inactive lists

|| This campaign has 59973 leads to be dialed in those lists - HIDE

This campaign has 50 leads in the dial hopper

ok: there are leads in the hopper ... isn't that what we were here for?

williamconley wrote:ok: there are leads in the hopper ... isn't that what we were here for?

Well, when I log in as an agent (201) and click "resume" in campaign 200, the top of the screen says:

session ID: 8600051 Calls in Queue: 0

and nothing is ever dailed.

It seems that this changes after a while. We restarted the server today for another reason, and now there are leads in the hopper, but they are not dialed. Previously there were none in hopper and I suspect after a while there will be none again, once the numbers have been used that were in the hopper. Am I making sense - I don't sound right to myself...

what does it say on the Real Time screen?

are you logging into a manual dial campaign or an auto-dial campaign?

are you pressing "resume" after you log in?

williamconley wrote:what does it say on the Real Time screen?

are you logging into a manual dial campaign or an auto-dial campaign?

are you pressing "resume" after you log in?

I log into the autodial campaign, and yes I do press resume.

The realtime screen says: (when paused)

VICIDIAL Real-Time
Choose Report Display Options
STOP | SLOW | GO MODIFY | SUMMARY
DIAL LEVEL: 1 TRUNK SHORT/FILL: 0 / 0 FILTER: NONE TIME: 2009-09-29 17:43:12
DIALABLE LEADS: 59972 CALLS TODAY: 4 AVG AGENTS: 1 DIAL METHOD: RATIO
HOPPER LEVEL: 50 DROPPED / ANSWERED: 0 / 0 DL DIFF: 1 STATUSES: NEW
LEADS IN HOPPER: 93 DROPPED PERCENT: 0% DIFF: 100.00% ORDER: DOWN COUNT
+ VIEW MORE VIEW USER GROUP SHOW AGENT NAME HIDE SERVER INFO HIDE WAITING CALLS SHOW PHONES SHOW CUSTPHONES
NO LIVE CALLS WAITING
1 agents logged in 0 agents in calls 0 agents waiting 1 paused agents 0 agents in dead calls

VICIDIAL: Agents Time On Calls Campaign: |200| 2009-09-29 17:43:12
+------------+--------------------+-----------+-----------------+-----------------+-----------------+---------+------------+-------+
| STATION | USER | SESSIONID | STATUS PAUSE | SERVER IP | CALL SERVER IP | MM:SS | CAMPAIGN | CALLS |
+------------+--------------------+-----------+-----------------+-----------------+-----------------+---------+------------+-------+
| SIP/201 | 201 | 8600051 | PAUSED lunch | 10.0.0.1 | | 12:21 | 200 | 0 |
+------------+--------------------+-----------+-----------------+-----------------+-----------------+---------+------------+-------+
1 agents logged in on all servers
System Load Average: 0.05

- Agent waiting for call
- Agent waiting for call > 1 minute
- Agent waiting for call > 5 minutes
- Agent on call > 10 seconds
- Agent on call > 1 minute
- Agent on call > 5 minutes
- Agent Paused > 10 seconds
- Agent Paused > 1 minute
- Agent Paused > 5 minutes
- Agent on a dead call

When clicking resume, this is the realtime screen:

VICIDIAL Real-Time
Choose Report Display Options
STOP | SLOW | GO MODIFY | SUMMARY
DIAL LEVEL: 1 TRUNK SHORT/FILL: 0 / 0 FILTER: NONE TIME: 2009-09-29 17:46:47
DIALABLE LEADS: 59972 CALLS TODAY: 4 AVG AGENTS: 0.1 DIAL METHOD: RATIO
HOPPER LEVEL: 50 DROPPED / ANSWERED: 0 / 0 DL DIFF: 0.1 STATUSES: NEW
LEADS IN HOPPER: 92 DROPPED PERCENT: 0% DIFF: 100.00% ORDER: DOWN COUNT
+ VIEW MORE VIEW USER GROUP SHOW AGENT NAME HIDE SERVER INFO HIDE WAITING CALLS SHOW PHONES SHOW CUSTPHONES
1 calls being placed 1 calls ringing 0 calls waiting for agents 0 calls in IVR
1 agents logged in 0 agents in calls 1 agents waiting 0 paused agents 0 agents in dead calls

VICIDIAL: Agents Time On Calls Campaign: |200| 2009-09-29 17:46:47
+------------+--------------------+-----------+-----------------+-----------------+-----------------+---------+------------+-------+
| STATION | USER | SESSIONID | STATUS PAUSE | SERVER IP | CALL SERVER IP | MM:SS | CAMPAIGN | CALLS |
+------------+--------------------+-----------+-----------------+-----------------+-----------------+---------+------------+-------+
| SIP/201 | 201 | 8600051 | READY | 10.0.0.1 | | 15:56 | 200 | 0 |
+------------+--------------------+-----------+-----------------+-----------------+-----------------+---------+------------+-------+
1 agents logged in on all servers
System Load Average: 0.13

- Agent waiting for call
- Agent waiting for call > 1 minute
- Agent waiting for call > 5 minutes
- Agent on call > 10 seconds
- Agent on call > 1 minute
- Agent on call > 5 minutes
- Agent Paused > 10 seconds
- Agent Paused > 1 minute
- Agent Paused > 5 minutes
- Agent on a dead call

I'm getting someone to go out to the call-centre to listen what actually happens on the phone. I doing these tests remotely at the moment, although I was there earlier while it wasn't dialing.

For a test: If one puts 5 leads into a list and the hopper level is set to 20, would it dial those 5 leads although they are less than the 20? I would think it should, but just checking.

1 calls being placed 1 calls ringing 0 calls waiting for agents 0 calls in IVR

So what does your asterisk CLI say about this "one call ringing" situation? when you press resume, what does your CLI indicate?

Just to report back after the delay....

Vicidial had a problem with the way the leads were beign imported: The leading zeros were being dropped. I showed the operator how to fix this and now the autodialing actually happens.

However, the scheduled callbacks are not being made. The time of the callback passed without any log entry being made. The status is still "CBHOLD"

Here is the screen in the agent inteface with the callback:

CALLBACKS FOR AGENT 201:
Click on a callback below to call the customer back now. If you click on a record below to call it, it will be removed from the list.
# CALLBACK DATE/TIME NUMBER NAME STATUS CAMPAIGN LAST CALL DATE/TIME COMMENTS
1 2009-10-05 08:30:00 0795222043 S ANTHONY LIVE 400 2009-10-05 08:28:02 Test Call back

How can I fix this?

Hi,
if a callback is scheduled as "MY CALLBACK ONLY", it doesn't automatically pop up when the trigger time is reached.
The agent has to manually browse through his scheduled callbacks and click-to-dial.
Thanks,
heinz

heinz wrote:The agent has to manually browse through his scheduled callbacks and click-to-dial.

I saw somewhere that there was a project underway that would address this (automatically dialing "my callbacks") and somehow assumed that this had been done already and had already been integrated into Vicidial.

This is a dire need for my client, so I'm keen to test such functionality.

Try SVN (up to 2.2.x now I believe). Or contact The Vicidial Group directly if you need it immediately.

It's not difficult to manage the calls in the system, the trick in this case is making sure that THIS call actually gets to THIS agent.

The agent cannot get some OTHER call while this one is being dialed. In essence, the agent would have to be auto-paused temporarily without appearing so (he'd get nervous) while THIS one call was being dialed, and then if it does not connect, it would be put back for a future callback and he'd be returned to normal. Not something for the queezy. But it can be done.

williamconley wrote:Try SVN (up to 2.2.x now I believe).

Do I read you correctly as saying that in SVN's latest version this feature is present? I understood from other posts and the "features" list that this is not there yet?

No, the feature is not in SVN trunk.

mflorell wrote:No, the feature is not in SVN trunk.

Then is there any reason why I should try V2.2.x as William suggested? Or did he just point me into the SVN direction to check it out for what it's worth?

I'm willing to get my client to contibute toward completing this requirement, but of course they would then like a projected completion time for one. Is this feature "escalatable" (if there is such a thing!) for a fee?

I was suggesting SVN as a "good place to start looking".

Any feature is "escalatable", but remember that only The Vicidial Group can guarantee that a feature survives into future releases (and is therefor supported in the future).

For the rest of us, of course, the projected completion time is directly related to the fee. More $$= higher priority and more coders.

Where do I get a response from the Vicidial Group? I made contact via die web form on the website, but haven't heard a thing for days now.

if you want to pay them money for something, you could PM matt. Alternately you could try dialing the 800# on http://www.vicidial.com/