SURVEY CAMPAIGN - PU STATUS

[gers55]

Hi

I have read on other posts in the forum regarding the PU Status but information is conflicting and i am failing to understand the status due to length_in_sec field when exporting PU statuses from a list.

I have read that PU status means the customer picked up and hung up straight away and didn't listen to the message and on the other hand i have read the customer picked up the phone and listened to the start of the message and hung up,

The issue i have is my survey messages last on average 30 - 40 seconds and when i look at the length_in_sec field for PU statuses the vast majority are between 15 - 40 which would indicate the customer had actually listened to the message therefore the status should be PM. The worrying thing is i am actually being billed for these calls by my carrier and you would think if the customer picked up and hung up immediately the length_in_sec would be 1 to 2 seconds.

Code: Select all

|        |                      |                      |            |      CALL TIME                   |AGENT TIME|
| STATUS | DESCRIPTION          | CATEGORY             | CALLS      | TOTAL TIME | AVG TIME |CALLS/HOUR|CALLS/HOUR|
| PM     | Played Message       | UNDEFINED            |       1246 |   13:29:04 |     0:39 |    47.00 | 4485600. |
| PU     | Call Picked Up       | UNDEFINED            |       1602 |   11:37:40 |     0:26 |    60.42 | 5767200.

Can anyone shed any light on this.

[williamconley]

Customers don't realize within 2 seconds that this call is a recording. Telcos don't terminate calls the instant the customer hangs up (it can take a second or several). So your minimum for hangups is more likely 5 seconds for those who have a knee-jerk reaction and 15 seconds for those who listen to the first few words before making the decision to hang up (which would be the vast majority).

So you're lookin' at a 15 second "base" and anything under the full recording as what will increase your average. 39.5 seconds of a 40 second recording is still "PU" because they did not listen to the entire message. Many people will listen to the whole thing and realize that it's "over" and they'll be transferred to a human that they do NOT want to talk to if they stay on the line ... if they hang up before the silence at the end of the script completes (or possibly before the opt-in recording) it'll be PU instead of PM.

You'd have to test these theories, of course, but that's how I've always viewed it.

[gers55]

Thank you for the reply and explanation William which would make sense based on the call durations i am seeing.

Here's a reply from Matt on another post regarding the matter which was causing my confusion.



Postby mflorell » Sun Sep 20, 2009 3:02 am
That's normal. PU just means that an Answer signal was received and the call didn't start playing the message yet.

http://www.eflo.net/VICIDIALforum/viewtopic.php?t=9128

So am i right in saying that Matt is stating that PU means the message was never played.

[gers55]

I also had a carrier with whom i got very little PU statuses but they no longer accept dialer traffic.

Code: Select all

| PM     | Played Message       | UNDEFINED            |      18036 |  156:07:31 |     0:31 |   106.14 | 64929600 |
| PU     | Call Picked Up       | UNDEFINED            |        126 |      27:43 |     0:13 |     0.74 | 453600.0

[williamconley]

My advice is to not take anyone's word on it. Put your cell phone in as a lead 100 times on a fresh 1:1 single agent campaign. Call it. Hang up at various times during the call. Do it again with the other carrier. Check your stats. Be sure you test each version more than once to be sure there was no flaw in the system (ie: hanging up just after the announcement several times should always result in the same outcome ... right?)

[gers55]

Your right William . I will give this a crack and see what the results are and will post back.

[gers55]

Alright i carried out test calls to my own number and found the following.

1.The phone rings
2.I answer the call whilst watching asterisk cli
3.The call terminates after around 2 - 3 seconds.
4. The message is never played in the CLI.

I think this a form of FAS by the carrier . In other words a form of fake answer which generates them thousands of small duration calls in revenue.As we know many carriers use various routes and it might just be 1 or 2 that are causing this.

I had campaign set on 1:1 with no amd turned on during test calls.

I am now back to the horrible task of trying to find reliable carriers.

Just a heads up as this could be costing you mega $$$$$

[gardo]

Try our carrier services (http://justgovoip.com) and let us know how it goes for you. Might as well upgrade to GOautodial CE 3.0. It has good integration with our carrier services.

[DualpVaph]

Hi

I am having an issue on a survey campaign i am running.

I do not want to dial customers again who have been played our message. dial status "PM"

I do not have "PM" set as a dial status under the campaign.

I have also set "PM" to DNC under system statuses to see if that would help.

I am not using any type of lead filtering.

I have repaired the asterisk database and rebooted.

However whenever i look to see what leads are in the hopper i see "PM" statuses ready to be dialled.

I have a few servers running survey campaigns and i am only experiencing this one one server.

Any help or advice would be appreciated.

[williamconley]

Hi

I am having an issue on a survey campaign i am running.

I do not want to dial customers again who have been played our message. dial status "PM"

I do not have "PM" set as a dial status under the campaign.

I have also set "PM" to DNC under system statuses to see if that would help.

I am not using any type of lead filtering.

I have repaired the asterisk database and rebooted.

However whenever i look to see what leads are in the hopper i see "PM" statuses ready to be dialled.

I have a few servers running survey campaigns and i am only experiencing this one one server.

Any help or advice would be appreciated.

1) Welcome to the Party!

2) As you are obviously new here, I have some suggestions to help us all help you:

When you post, please post your entire configuration including (but not limited to) your installation method and vicidial version with build.

This IS a requirement for posting along with reading the stickies (at the top of each forum) and the manager's manual (available on EFLO.net, both free and paid versions)

You should also post: Asterisk version, telephony hardware (model number is helpful here), cluster information if you have one, and whether any other software is installed in the box. If your installation method is "from scratch" you must post your operating system and should also post the .iso version from which you installed your original operating system. If your installation is "Hosted" list the site name of the host.

If this is a "Cloud" or "Virtual" server, please note the technology involved along with the version of that techology (ie: VMware Server Version 2.0.2). If it is not, merely stating the Motherboard model # and CPU would be helpful.

Similar to This:

Vicibox X.X from .iso | Vicidial X.X.X-XXX Build XXXXXX-XXXX | Asterisk X.X.X | Single Server | No Digium/Sangoma Hardware | No Extra Software After Installation | Intel DG35EC | Core2Quad Q6600

3) Did you clear the hopper after making your changes?

4) Are you using lead recycling? If so ... turn it off and never touch that button again. LOL (Bad feature to play with ... leaving it off is a good idea).

5) As a sledgehammer (if you don't want to dig deep ...) you could set a filter of "status NOT IN ('PM')" which would theoretically keep them out of the hopper moving forward but should not be necessary.