INBND status

[ciacho]

Hello,

When checking Inbound Report by DID that there is a large number of statuses: INBND

Could I ask you to explain what exactly does this mean?

[mflorell]

That is the first status that a lead receives when it is created through the inbound process. If it stays as INBND then the call did not make it to an agent or something went wrong.

[dspaan]

Hi Matt,

We have a lot of leads with this status. What things could go wrong that cause this?

We are using the ingroup WAIT TIME OPTION so people in the queue can choose to be called back. This seems to work in the sense that a lead gets changed to WAITTO status which we have defined as a dialstatus. But at the same time a new lead gets created with INBND status? We don't understand.

Also we noticed the WAITTO leads were not being dialed until we reset the list. Should we use the lead recycle option for this?

[mflorell]

Every lead that is inserted by the in-group process has a status of INBND. So, if anything happens during that process or the customer hangs up right after the lead is inserted, it would stay as that status.

As for resetting the list, yes, you could try using recycling or just schedule list resets on that list regularly throughout the day.

[dspaan]

I tried lead recycle but could not see any leads being inserted into the hopper.

I guess it will be a very long list reset list then since you want to call back someone within 15 minutes after the request was made.
Another problem we had is that agents with specific ingroups selected are now also confronted with wait time outbound calls for all lists in the campaign. Is there any way to make sure calls from specific ingroups are only dialed as WAITTO calls and returned to the ingroup agents from which the call originally came?

[mflorell]

We have clients that have used a specific campaign for the inbound agents only and used that campaign to dial lists if there was more than one agent available. There is also the option of using an INBOUND_MAN campaign to allow a specific agent or agents to dial back those customers as a dedicated campaign.

[bce]

I would like to use the Wait Time Option: PRESS_CID_CALLBACK function. My problem is when I try to use the list it generates I cant get the leads to go into the hopper. I am running into the inbound status and I don't have that option on my dial statuses.

VERSION: 2.10-472-a
BUILD: 150120-0749

[dspaan]

You need to create the WAITTO system status if it does not exist yet and add that as a dialstatus in the campaign.

[bce]

OK thanks. I created INBND and WAITTO in the system statuses and I added those as dial statuses in my outbound campaign. I have tried resetting the hopper and the omitting the phone code. I still can't get the leads into the hopper. Is there a trick to the system statuses?

[dspaan]

I recommend that you try with a 'normal' outbound campaign first where you loaded NEW leads into a list and see if that works. Then try dialing WAITTO leads. You should not dial INBND leads i think since they are the first status in a process (see explanation Matt above) and in our case it turned out the leads with INBND status were duplicates from WAITTO so that would mean you would callback your clients twice. I have no explantion why that happened, we also had problems with WAITTO leads being properly reset to be dialed but we were able to get them into the hopper once we reset manually and they were being dialed. But due to having multiple ingroups and not being able to split WAITTO leads back to the ingroups from which they originated this was not practical for us. If you have a simple setup with one campaign + one ingroup you can use this method. I don't have solution for resetting the WAITTO leads though. Since the lead reset times field can conain a limited string length. So for examle resetting the list every 15 minutes would not work with that field and lead recycle didn't work for us either. Maybe you should contact ViCidial support about that. Let me know if you find a solution.

[bce]

I was able to get the leads to dial. It was a Call Time issue. I created a blank call time for the outbound campaign and it let the leads into the hopper! The usual call time list we use is too strict (which is how it was designed). Thanks for the help all.