Blended/Closer questions

[tbenson]

If you have multiple outbound campaigns and choose blended, how does the CLOSER campaign choose which outbound campaign to use?

I have the live campaign running manual dial, although the test one is set to adapt. I signed into the closer (which is taking inbound calls properly), but waiting while resumed doesnt appear to be dialing anyone from the outbound campaigns. It only says im signed into closer, so not sure when it should decide to send me a call or not.

Thanks,
Trevor

[tbenson]

OK All campaigns are setup as Adapt_hard_limit. I can login to each outbound campaign without a problem and have it dial for me. Although logging into the inbound campaign in blended mode, i can now take inbound calls, but i never see calls entering the vicidial_auto_calls or any calls initiated from my test list.

I created a user group, gave rights only to CLOSER and 99 (test). I logged into closer with blended enabled. I just never ever dial a call in this method. I am going to recreate the closer/blended setup from scratch again, but this is the second time. So unless im just super dense (and thats not impossible here) i dont think im missing anything. Any reason a blended campaign wont dial out when in resume?

The campaigns also have alt dialing enabled, which didnt seem to showup when doing blended, so i hope it defaults to using that mode. Alt dialing enabled wouldnt cause any issues with blended campaigns right?

I am about to rereview the wiki and other areas to make sure im not just missing something obvious posted by others.

Thanks,
Trevor

[mflorell]

Please attach to the ASTVDauto screen and post output from when you are trying to dial out.

astguiclient version?

[tbenson]

2.0.2 upgrading to 2.0.3 (hopefully today). I will get the output in a few minutes from the office and post. Do you have to make the outbound campaign ratio, or can it be any adaptive dialing as long as the inbound is ratio?

Thanks,
Trevor

[mflorell]

Inbound calls do not have a dial_method, if you are doing blended, there is only one dial method for the campaign.

ADAPT_* dial methods should work fine, it is just that RATIO is the safest way to do BLENDED while dropping as few calls as possible.

[tbenson]

OH!! I must be misreading the Manager manual when doing the blended setup, i could swear it had me set the inbound campaign to ratio and 1. I totally understand its not really dialing out for inbound, so settings wont matter really. Ill review the docs again and try blended with a ratio outbound campaign, although I assume since you cant set ratio or adapt to BLANK that the inbound campaign just takes ANY setting for dial method?

Thanks,
Trevor

PS ill grab the ASTVDauto later today when we dont have it pounding away for the agents. Should make it much cleaner for troubleshooting the blended campaign.

[tbenson]

Upgraded to the 2.0.3 and still no bleding properly. I was in the middle of posting the ASTVDauto logs from home before i drove into the office and updated the system from our repo. I will post the ASTVDauto when I get home. but it shows calls to place 1 and 1 agent, i just never see a dial. Hoping to resolve it by tomorrow and know why it happened too.

Have the client pressing me as there isnt enough inbound to dedicate a person, and not answering incoming calls (or the crazy ring every agent direct method now used) is not an option.

Thanks for the help Matt.
Trevor

[tbenson]

I just was logged into the campaign as blended on closer. Here is the ASTVDauto screen output. It should all be in order, but i copied and pasted on the fly while watching in screen. I will reproduce the logs from 2.0.3, but testing shows the exact same result in 2.0.3. Shows 1 agent signed in 1 call to place, but the console in asterisk just shows the manager debug, never dials or attempts to dial.

Code: Select all

loop counter: |5720592|
TIME DEBUG: -8.00|-7|1|   GMT: 01:21
2007-05-10 18:21:59|LIVE AGENTS LOGGED IN: 1|
2007-05-10 18:21:59|CLOSER 192.168.5.10: agents: 1     dial_level: 1|
2007-05-10 18:21:59|CLOSER 192.168.5.10: Calls to place: 1 (1 - 0) |
2007-05-10 18:21:59|CAMPAIGN DIFFERENTIAL: 1   1   (1 - 0)|
2007-05-10 18:21:59|LOCAL TRUNK SHORTAGE: 0|0  (2 - 96)|
2007-05-10 18:21:59|CLOSER 192.168.5.10: CALLING|
|UPDATE vicidial_hopper set status='QUEUE', user='VDAD_192.168.5.10' where campaign_id='CLOSER' and status='READY' order by hopper_id LIMIT 1|
hopper rows updated to QUEUE: |0E0|
TIME DEBUG: -8.00|-7|1|   GMT: 01:21
2007-05-10 18:21:59||     lagged call vla agent PAUSED 0E0|20070510182129|20070510182149|20070510182159||
2007-05-10 18:21:59||     lagged call vac agent DELETED 0E0|2007-05-10 18:19:59||
2007-05-10 18:21:59||     lagged call vdac call DELETED 0E0|20070510182149||

loop counter: |5720591|
TIME DEBUG: -8.00|-7|1|   GMT: 01:22
2007-05-10 18:22:01|LIVE AGENTS LOGGED IN: 1|
2007-05-10 18:22:01|CLOSER 192.168.5.10: agents: 1     dial_level: 1|
2007-05-10 18:22:01|CLOSER 192.168.5.10: Calls to place: 1 (1 - 0) |
2007-05-10 18:22:01|CAMPAIGN DIFFERENTIAL: 1   1   (1 - 0)|
2007-05-10 18:22:01|LOCAL TRUNK SHORTAGE: 0|0  (2 - 96)|
2007-05-10 18:22:01|CLOSER 192.168.5.10: CALLING|
|UPDATE vicidial_hopper set status='QUEUE', user='VDAD_192.168.5.10' where campaign_id='CLOSER' and status='READY' order by hopper_id LIMIT 1|
hopper rows updated to QUEUE: |0E0|
TIME DEBUG: -8.00|-7|1|   GMT: 01:22
2007-05-10 18:22:01||     lagged call vla agent PAUSED 0E0|20070510182131|20070510182151|20070510182201||
2007-05-10 18:22:01||     lagged call vac agent DELETED 0E0|2007-05-10 18:20:01||
2007-05-10 18:22:01||     lagged call vdac call DELETED 0E0|20070510182151||

loop counter: |5720590|
2007-05-10 18:22:01||     lagged call vac agent DELETED 0E0|2007-05-10 18:12:01|LIVE||
2007-05-10 18:22:01||     updating server parameters 96|8365|-8.00|default||
TIME DEBUG: -8.00|-7|1|   GMT: 01:22
checking to see if listener is dead |1|
TIME DEBUG: -8.00|-7|1|   GMT: 01:22
2007-05-10 18:22:04|LIVE AGENTS LOGGED IN: 1|
2007-05-10 18:22:04|CLOSER 192.168.5.10: agents: 1     dial_level: 1|
2007-05-10 18:22:04|CLOSER 192.168.5.10: Calls to place: 1 (1 - 0) |
2007-05-10 18:22:04|CAMPAIGN DIFFERENTIAL: 1   1   (1 - 0)|
2007-05-10 18:22:04|LOCAL TRUNK SHORTAGE: 0|0  (2 - 96)|
2007-05-10 18:22:04|CLOSER 192.168.5.10: CALLING|
|UPDATE vicidial_hopper set status='QUEUE', user='VDAD_192.168.5.10' where campaign_id='CLOSER' and status='READY' order by hopper_id LIMIT 1|
hopper rows updated to QUEUE: |0E0|
TIME DEBUG: -8.00|-7|1|   GMT: 01:22
2007-05-10 18:22:04||     lagged call vla agent PAUSED 0E0|20070510182134|20070510182154|20070510182204||
2007-05-10 18:22:04||     lagged call vac agent DELETED 0E0|2007-05-10 18:20:04||
2007-05-10 18:22:04||     lagged call vdac call DELETED 0E0|20070510182154||

loop counter: |5720589|
TIME DEBUG: -8.00|-7|1|   GMT: 01:22
2007-05-10 18:22:07|LIVE AGENTS LOGGED IN: 1|
2007-05-10 18:22:07|CLOSER 192.168.5.10: agents: 1     dial_level: 1|
2007-05-10 18:22:07|CLOSER 192.168.5.10: Calls to place: 1 (1 - 0) |
2007-05-10 18:22:07|CAMPAIGN DIFFERENTIAL: 1   1   (1 - 0)|
2007-05-10 18:22:07|LOCAL TRUNK SHORTAGE: 0|0  (2 - 96)|
2007-05-10 18:22:07|CLOSER 192.168.5.10: CALLING|
|UPDATE vicidial_hopper set status='QUEUE', user='VDAD_192.168.5.10' where campaign_id='CLOSER' and status='READY' order by hopper_id LIMIT 1|
hopper rows updated to QUEUE: |0E0|
TIME DEBUG: -8.00|-7|1|   GMT: 01:22
2007-05-10 18:22:07||     lagged call vla agent PAUSED 0E0|20070510182137|20070510182157|20070510182207||
2007-05-10 18:22:07||     lagged call vac agent DELETED 0E0|2007-05-10 18:20:07||
2007-05-10 18:22:07||     lagged call vdac call DELETED 0E0|20070510182157||

loop counter: |5720588|
TIME DEBUG: -8.00|-7|1|   GMT: 01:22
2007-05-10 18:22:09|LIVE AGENTS LOGGED IN: 1|
2007-05-10 18:22:09|CLOSER 192.168.5.10: agents: 1     dial_level: 1|
2007-05-10 18:22:09|CLOSER 192.168.5.10: Calls to place: 1 (1 - 0) |
2007-05-10 18:22:09|CAMPAIGN DIFFERENTIAL: 1   1   (1 - 0)|
2007-05-10 18:22:09|LOCAL TRUNK SHORTAGE: 0|0  (2 - 96)|
2007-05-10 18:22:09|CLOSER 192.168.5.10: CALLING|
|UPDATE vicidial_hopper set status='QUEUE', user='VDAD_192.168.5.10' where campaign_id='CLOSER' and status='READY' order by hopper_id LIMIT 1|
hopper rows updated to QUEUE: |0E0|
TIME DEBUG: -8.00|-7|1|   GMT: 01:22
2007-05-10 18:22:09||     lagged call vla agent PAUSED 0E0|20070510182139|20070510182159|20070510182209||
2007-05-10 18:22:09||     lagged call vac agent DELETED 0E0|2007-05-10 18:20:09||
2007-05-10 18:22:09||     lagged call vdac call DELETED 0E0|20070510182159||

loop counter: |5720587|
TIME DEBUG: -8.00|-7|1|   GMT: 01:22
2007-05-10 18:22:12|LIVE AGENTS LOGGED IN: 1|
2007-05-10 18:22:12|CLOSER 192.168.5.10: agents: 1     dial_level: 1|
2007-05-10 18:22:12|CLOSER 192.168.5.10: Calls to place: 1 (1 - 0) |
2007-05-10 18:22:12|CAMPAIGN DIFFERENTIAL: 1   1   (1 - 0)|
2007-05-10 18:22:12|LOCAL TRUNK SHORTAGE: 0|0  (2 - 96)|
2007-05-10 18:22:12|CLOSER 192.168.5.10: CALLING|
|UPDATE vicidial_hopper set status='QUEUE', user='VDAD_192.168.5.10' where campaign_id='CLOSER' and status='READY' order by hopper_id LIMIT 1|
hopper rows updated to QUEUE: |0E0|
TIME DEBUG: -8.00|-7|1|   GMT: 01:22
2007-05-10 18:22:12||     lagged call vla agent PAUSED 0E0|20070510182142|20070510182202|20070510182212||
2007-05-10 18:22:12||     lagged call vac agent DELETED 0E0|2007-05-10 18:20:12||
2007-05-10 18:22:12||     lagged call vdac call DELETED 0E0|20070510182202||

[mflorell]

This output shows that there are no leads in your hopper for CLOSER.

[tbenson]

Closer is my inbound campaign, if CLOSER doesnt hold leads it wont dial outbound campaigns? I think I am confused here. Is the inbound group (inbound right now) using the closer campaign for outbound calls? I thought blended would be mixed with one of the valid outbound campaigns (based of what groups the agent has to allow them into outbound).

Maybe I am completely lost on how blended works, I thought closer was inbound only, and with no leads loaded it just might not perform the CIDlookup properly and get a valid customer record. I can get the system to answer fine, but it is starting to sound like I have NO idea how the Blended campaigns are working (or at least not what my assumption was).

Trevor

[tbenson]

Matt,

In Section G of the Manager manual "Setup blended in/outgbound calling" Is the list 108 that we are suggested to load leads into meant to be linked to the CLOSER campaign for dialing out with or for linking inbound calls (I sort of assumed the CIDlookup was for vicidial_list and not limiting to a specific campaig or list_id.

Am I just missig the obvious that this list 108 should have been linked and that the CLOSER is dialing its own leads, not the leads of the other functional outboud campaigns?

I would assume then that if this is the case I would create a CLOSER style campaign to match with an inbound-group. IE Company ABC Outbound CLOSER and Company ABC Inbound-group for an agent to work calling out as company ABC and taking inbound calls for the same company. And if i wanted another company (MLN) to do the same, i would create its own custom CLOSER campaign and inbound-group, lettig the closer take the leads for MLN and dial?

Sorry to be dense, I just missed the linking the leads for 108 to closer and have been stuck ever since, or so i am coming to think.

[tbenson]

Working. I was being obtuse. Section G never really said to link 108 to CLOSER, so i didnt. Unless I am just missing the line ( i was being so literal i was creating lists and not linking them, logical up to stupidity ....

Trevor