Survey are not Working

[ashis103]

Dear Guys

would you please help me to create Survey . I had created as like follow Manager Manual but when I have MANUAL DIAL getting below Aster log : call is connected but PDD is high and receiving end not finding any Survey IVR ,Please advise .

Aster Log:

[Jul 28 06:39:06] WARNING[23539]: channel.c:985 __ast_queue_frame: Exceptionally long voice queue length queuing to Local/8600052@default-34b4,1
[Jul 28 06:39:08] WARNING[23539]: channel.c:985 __ast_queue_frame: Exceptionally long voice queue length queuing to Local/8600052@default-34b4,1
[Jul 28 06:39:09] WARNING[23539]: channel.c:985 __ast_queue_frame: Exceptionally long voice queue length queuing to Local/8600052@default-34b4,1
[Jul 28 06:39:10] WARNING[23539]: channel.c:985 __ast_queue_frame: Exceptionally long voice queue length queuing to Local/8600052@default-34b4,1
[Jul 28 06:39:12] WARNING[23539]: channel.c:985 __ast_queue_frame: Exceptionally long voice queue length queuing to Local/8600052@default-34b4,1
[Jul 28 06:39:13] WARNING[23539]: channel.c:985 __ast_queue_frame: Exceptionally long voice queue length queuing to Local/8600052@default-34b4,1
[Jul 28 06:39:14] WARNING[23539]: channel.c:985 __ast_queue_frame: Exceptionally long voice queue length queuing to Local/8600052@default-34b4,1
[Jul 28 06:39:15] WARNING[23539]: channel.c:985 __ast_queue_frame: Exceptionally long voice queue length queuing to Local/8600052@default-34b4,1


Survey Config Details :
Survey First Audio File – 85100008 (this would be one of the audio prompts you recorded)
- Survey DTMF Digits – 1238 (These are the allowable digits the customer can press)
- Survey Not Interested Digit – 8 (Must be one of the DTMF digits above)
- Survey Opt-in Audio File – 85100009
- Survey Not Interested Audio File – 85100010
- Survey Method – AGENT_XFER (to send the customer to an agent after the survey question)
- Survey No-Response Action – OPTIN (If customer does not press anything, call sent through)
- Survey Not Interested Status – NI (status to put in system if customer presses NI digit)
- Survey Response Digit Map – 1-DEMOCRAT|2-REPUBLICAN|3-IND|8-NI|X-NONE|
This is a pipe-separated list of the possible DTMF choices and what they mean
<We leave Campaign Recording Directory blank we are not using CAMPREC_60_WAV>
<We will leave Voicemail blank since we are not using VOICEMAIL method>
<We will leave the third and fourth set of options blank as well>
VDAD exten to 8366, or another extension set that uses the agi-VDAD_ALL_outbound.agi script with the
SURVEYCAMP flag(or 8374 if you are doing TTS prompts) Also, make sure that your Campaign's
Dial Method is set to RATIO and your dial level is set to “1”.
------------------------------------------------------------------
Asterisk 1.4.44-vici

Server : Cluster
ISO ::ViciBox.x86_64-4.0.3.iso
ViciBox Server v.4.0!
SVN Version: 1953
DB Schema Version: 1341
Kernel:
Linux ccdial1 3.1.10-1.19-default #1 SMP Mon Feb 25 10:32:50 UTC 2013 (f0b13a3) x86_64 x86_64 x86_64 GNU/Linux
VERSION: 2.6-396a
BUILD: 130402-2322

Server :Cluster:: No senguma , No other SW install .

[williamconley]

if you used the Vicidial Manager's Manual to set up a survey campaign ... please list the manual version, page, and line number where you experienced your first error. also: survey cannot be "manual dial", it is for ratio or adapt only.

the best method of setting up a survey is to change build the server and then follow the vicidial managers manual to get a standard auto-dial campaign (ratio, 1:1 dialing) and then change the routing exten to survey. don't change anything else. you'll get the "stock" survey.

from that point you will be able to verify that survey works and make ONE change at a time. if you break it ... change the setting back and verify it works the old way ... and if you can't figure out what you did wrong with that ONE setting, ask for help with it. then your problem can only be one setting at a time. much easier than "nothing works" and "here's all my settings".

[ashis103]

Is it possible for Inbound call Survey , example: customer satisfaction survey after the end of each call. Please advise

[ashis103]

VICIdial release 2.4
2012-04-29 version
Page No :40
------------- Please advise me about below Astericks Log : what is that ?

[Jul 28 06:39:06] WARNING[23539]: channel.c:985 __ast_queue_frame: Exceptionally long voice queue length queuing to Local/8600052@default-34b4,1
[Jul 28 06:39:08] WARNING[23539]: channel.c:985 __ast_queue_frame: Exceptionally long voice queue length queuing to Local/8600052@default-34b4,1
[Jul 28 06:39:09] WARNING[23539]: channel.c:985 __ast_queue_frame: Exceptionally long voice queue length queuing to Local/8600052@default-34b4,1
[Jul 28 06:39:10] WARNING[23539]: channel.c:985 __ast_queue_frame: Exceptionally long voice queue length queuing to Local/8600052@default-34b4,1
[Jul 28 06:39:12] WARNING[23539]: channel.c:985 __ast_queue_frame: Exceptionally long voice queue length queuing to Local/8600052@default-34b4,1
[Jul 28 06:39:13] WARNING[23539]: channel.c:985 __ast_queue_frame: Exceptionally long voice queue length queuing to Local/8600052@default-34b4,1
[Jul 28 06:39:14] WARNING[23539]: channel.c:985 __ast_queue_frame: Exceptionally long voice queue length queuing to Local/8600052@default-34b4,1
[Jul 28 06:39:15] WARNING[23539]: channel.c:985 __ast_queue_frame: Exceptionally long voice queue length queuing to Local/8600052@default-34b4,1

[williamconley]

Is it possible for Inbound call Survey , example: customer satisfaction survey after the end of each call. Please advise

with some serious customization, yes. but not part of Vicidial.

------------- Please advise me about below Astericks Log : what is that ?
[Jul 28 06:39:06] WARNING[23539]: channel.c:985 __ast_queue_frame: Exceptionally long voice queue length queuing to Local/8600052@default-34b4,1

this looks like the server lost contact with the agent phone. bad network connection or something similar.

[ashis103]

Thank you william .

[ashis103]

Dear William , Mr Jon Dratch(Support Staff - ViciDial Group and ViciHosting) advised me as below ."You would just have your agent (or the system) transfer the call to an in-group that drops to a call menu. Make sure the in-group has the transfer CID set to CUSTOMERCLOSER and you are all set."



I am not clear about that would you guide me about that . Thank you .

[williamconley]

You'd need to decide what you mean by "customer satisfaction survey", and how you'd like to get your reports. Vicidial menus do provide the ability to ask more than one question with single digit answers, but cohesive reporting ... is a bit of a challenge.

If you want to set it up with this method, the Vicidial Manager's Manual will contain directions for the use of each and every piece of that puzzle.

We generally don't set it up this way, we actually build an agi script to gather the data and a phpMySQL page to report on the results. We install our asterisk survey system which allows true/false, multiple choice, and numeric responses as well as recorded responses and has a basic reporting function. It is specifically designed to Build Surveys and then store everything in sql for later reporting. Except audio responses, of course. Those require transcription (for which we have an interface to allow an employee to listen and type and store those results in the same record).

It's not cheap, but so far it's the only full-featured system we've found that will work with FreePBX and Vicidial and allow the client full control over creation of Surveys.

[Staydog]

Just a quick note on this from a VICIdial employee, guys. William is a wonderful tech and has a vast knowledge of VICIdial. He may not have been aware that this possible to do at the time he sent your reply. We are doing development all the time and you can check out the changes on our Twitter feed: https://twitter.com/vicidial_dev.

An "inbound customer satisfaction survey" is possible in VICIdial without customization.  You would just have your agent transfer the call to an in-group that drops to a call menu.  Make sure the in-group has the transfer CID set to CUSTOMERCLOSER. Most of our clients utilizing this feature use a Call Menu (IVR) to ask a question, while the selections give their customer multiple choice options.  They press the digit that corresponds to their answer, and that response is captured and saved as part of their lead.  You can string together several Call Menus to ask a series of questions.

[williamconley]

sounds cool ... where is the reporting?

[mflorell]

Their response becomes part of the lead, so there really isn't reporting on that other than what you can export.

If you select to log key presses in your Call Menu then you can use the IVR Report which will show you all of the key presses in its stats.

[williamconley]

Hm. Well, maybe someone will pay for a "survey report" in the near future.

Ours of course allows for single button, multiple button (ie: income,age,zip code,etc), and even recorded responses.

But vicidial will eventually encompass all this stuff. LOL

[mflorell]

The cm.agi script has allowed you to log multi-press entries(zip, age, etc...) for over 2 years using an entry in the call menu Custom Dialplan section.

# ;to allow for multi-digit entries, put similar entry in the Custom Dialplan Entry:
#exten => _XXXXX,1,AGI(cm.agi,INBOUND-----${EXTEN}-----postal_code)
#exten => _XXXXX,n,Goto(next_callmenu_here,s,1)

[ashis103]

Excellent !! Thank you everyone , I will try after eid Vacation .

[williamconley]

OK, but then it's an agi and not just a menu item and programming gets involved.

But eventually someone will build a report ...and then the rest will 'conform' to allow the data to be uniformly reported.

maybe it'll even be this guy ... (Hi Ashis103!)

[ashis103]

Thanks a lot williamconley ,mflorell and all . I appreciate your kinds help . Incoming call survey and DTMF report are working fine ,:D:D

[ashis103]

hello willam would you please help me : I can get DTMF report from Inbound IVR Report but how "we see which customer gave whcih answer?" its should be based on Caller ID . Please advise

[Erget]

Survey SHOWS ONLY X NO-RESPONSE IN REPORT.

Hello.
Im having a problem with survey.
I have a test list with 200 numbers. when im entering as an agent in vicidial everything looks ok, but when i download the list it shows only one Response Digit: X-NO RESPONSE. Im sure that they are pressing 1.
I would really appreciate your help.
This is my version:

VERSION: 2.8-409a
BUILD: 130809-1410
SVN Version: 2015
DB Schema Version: 1355
Revision: 2015
Node Kind: directory
Schedule: normal
Last Changed Author: mattf
Last Changed Rev: 2015
Last Changed Date: 2013-08-11 14:11:51 -0400 (Sun, 11 Aug 2013)