Live ANYONE callbacks not loaded in the hopper

[dspaan]

I'm trying to figure this out:

Going to the campaign and clicking on 'Click here to see all CallBack Holds in this campaign' shows a bunch of callbacks which are dialed normally.
When i go to one of the inactive users and click on 'Click here for user CallBack Holds' i see ANYONE callbacks listed under this users name with status LIVE.

First, why are ANYONE callbacks listed under the view for a single user?
Second, why don't i see these same callbacks when i select the campaign callback view?
Why aren't these callbacks being dialed, the have a callback date in the past.

CALLBK is a campaign dialstatus. So that can't be it. And we are not using listmix.

[geoff3dmg]

I can help you with the first and the third question, I don't know about the second.

First, why are ANYONE callbacks listed under the view for a single user?

I suspect it's because even though a callback can be set to 'ANYONE' the user field is still filled in in the database (have a look at the vicidial_callbacks table).

Why aren't these callbacks being dialled, the have a callback date in the past.

As far as I'm aware ViciDIAL processes ANYONE callbacks in 15minute chunks. If your agents fail to go through all the ANYONE callbacks in a particular 15min time period ViciDIAL will leave them alone and expect manual intervention. This makes sense really, it's not a call back any more if you don't call back when you said you would.

ViciDIAL will always expect agents to dial USER ONLY callbacks manually themselves. When doing automated outbound dialling it's not possible to guarantee a particular agent will be available at the set callback time to take the call.

[dspaan]

Hey thanks for responding. Yeah i understand the principle of USER ONLY but then does ANYONE exist at all. Right now these leads are sitting here and have become completely cold. If you fail to dial someone on the agreed time it makes no sense to me that a system requires manual intervention (in what way do you mean this? Manually checking every missed anyone callback in the system by a supervisor and creating new scheduled useronly callbacks?). I would expect those leads to be auto dialed whenever an agent is available again. Better to call a lead a few hours later then the agreed time then weeks later because the callbacks have become lost in space.

I wonder how many callbacks like this are stuck on the big campaigns we have hmmm....must be thousands of leads.

[geoff3dmg]

AFAIK you have to (well we get our Campaign Team Leaders to do it) go into 'Campaigns' -> [Name of Campaign] -> 'Click here to see all CallBack Holds in this campaign'. Then you can press the 'Remove LIVE Callbacks older than one week/month for this campaign' to clear out the old callbacks.

While what you say is probably true for a large campaign where you have many hundreds/thousands of call backs been generated/called/missed all the time. It would not be the right thing to do for some of the smaller B2B campaigns we run here. These are 1 or 2 agent manual dial campaigns with very expensive contact lists. Every callback is precious and it's call history and notes need to be looked at.

[dspaan]

But when you click the link 'Remove callbacks' doesn't it simply make the callbacks inactive and therefore not dialable?

I agree, leads are expensive. That's why i'm amazed there is no other topic about this and there isn't a way to keep these leads 'in the loop' automatically.

[geoff3dmg]

No, clicking that link simply removes them from the vicidial_callbacks table. This frees them up for dialing again in my experience (I'm not sure how, I've not really dug any deeper). Maybe ''AST_DB_dead_cb_purge.pl' has something to do with it?

[dspaan]

Matt, or anyone else. Some insight is appreciated