List status change

[AlSam]

I am finding that manual calls made by agents are affecting the values on the status field of a list I ran for a survey campaign. The list for the survey campaign is completely unrelated to the campaign for which the manual calls were made. How can I prevent this from happening? Thanks in advance.

[williamconley]

Please post your Vicibox Version (it makes a difference).

Can you post the "Manual Dial List ID" from the campaign and a sample of the "Lead_ID" lookup log showing those changes made by manual calls?

I've never had a client complain that a manual dial call grabbed a lead from another list ... so I've never checked to see if that is the expected behavior.

On the off-chance this is related, however:

Agent Lead Search Method - If Agent Lead Search is enabled, this setting defines where the agent will be allowed to search for leads. SYSTEM will search the entire system, CAMPAIGNLISTS will search inside all of the active lists within the campaign, CAMPLISTS_ALL will search inside all of the active and inactive lists within the campaign, LIST will search only within the Manual Dial List ID as defined in the campaign. Default is CAMPLISTS_ALL. One of these options with USER_ in front will only search within leads that have the owner field matching the user ID of the agent, the options with GROUP_ in front will only search within leads that have the owner field matching the user group that the user is a member of, the options with TERRITORY_ in front will only search within leads that have the owner field matching the territories that the agent has selected.

[AlSam]

Manual dial list ID is 998. The campaign name is VENTAHSI. The Vicibox version is 3.1.10. I'm not sure what the "Lead_ID" lookup log is or how to go about finding it. I have included entries from the vicidial_list table and vicidial_log table. A colleague suggested I try the Agent Lead search functionality. I set it to one of the campaign options however it limits the numbers they can dial. It needs to be within a list assigned to the campaign however, I do not know before hand which numbers they will need to dial. Please let me know if you require more info. Thanks.

these are entries from the vicidial_log table

"uniqueid","lead_id","list_id","campaign_id","call_date","start_epoch","end_epoch","length_in_sec","status","phone_code","phone_number","user","comments","processed","user_group","term_reason","alt_dial"
"1340400899.49984",1440769,8889,"P_Out","2012-06-22 17:35:15",1340400915,1340400963,48,"PU","1","xxxxxxxxxx","VDAD","","N","","CALLER","NONE"
"1341419872.26739",1440769,8889,"VENTAHSI","2012-07-04 12:38:15",1341419895,1341419967,72,"ME","1","xxxxxxxxxx","102117","MANUAL","N","VentasHSI","AGENT","MANUAL"

this is an entry from the vicidial_list table

lead_id,entry_date,modify_date,status,user,vendor_lead_code,source_id,list_id,gmt_offset_now,called_since_last_reset,phone_code,phone_number,title,first_name,middle_initial,last_name,address1,address2,address3,city,state,province,postal_code,country_code,gender,date_of_birth,alt_phone,email,security_phrase,comments,called_count,last_local_call_time,rank,owner,entry_list_id
1440769,2012-06-14 20:41:38,2012-07-04 12:39:40,ME,102117,,,8889,-4,Y1,1,xxxxxxxxxx,,xxxxxxxxxx,,xxxxxxxxxxx,42,,,,,,,,U,0000-00-00,,,800184,resto,2,2012-07-04 12:37:52,0,,0

[williamconley]

Code: Select all

A colleague suggested I try the Agent Lead search functionality. I set it to one of the campaign options however it limits the numbers they can dial.

If you are saying what I think you are saying here, your agents are "manual dialing" but they are not inputting the numbers for the manual dial, they are either "dialing next lead" or "searching" and dialing leads from lists.

If that's true, you cannot have it both ways: if the agents are able to search for leads in lists and dial those leads, those leads will be altered by those agents dialing them. If you do not want a lead to be changed by an agent, you need to disable that agent's ability to access that lead.

[AlSam]

William,

The calls being made by the agents are manual calls. The entry provided from the vicidial_log table shows that the lead was called twice. First by the automatic survey campaign then manually by an agent in the VENTAHSI campaign. The first call resulted in status PU and the second call resulted in ME. However, the status on the entry from the vicidial_list table is the status from the manual call. List 8889 was not assigned to the VENTAHSI campaign, only to the P_Out campaign.

Edit: Don't know why, but I was thinking of the Manual Dial Filter when you mentioned the Agent Lead Search functionality. The Agent Lead Serch functionality has always been disabled.

[williamconley]

then the question remains: HOW Are the agents "manual calls" executed? Are they putting in the numbers after clicking on manual dial or selecting "dial next lead"?

is there is "filter" on this campaign?

[AlSam]

The agents click on manual dial and enter the number. There is no manual dial filter on the campaign. Are there any other filters that I should check on?

[williamconley]

Sorry, I've never delved into this. I would expect a freshly entered number to create a new lead instead of grabbing an existing lead from a non-related campaign's list. However, I would suggest you test it carefully on a clean setup with fake list/campaign/lead to be sure this is really what is happening, then perhaps an agi debug to find out WHERE it is happening so we can either kill it or make it a "preference".

I will say it is entirely possible that there is already a setting for this, but I've never bumped into it before.

[AlSam]

Thanks for the quick response. I'll do that and post my findings.

[AlSam]

Sorry, I've never delved into this. I would expect a freshly entered number to create a new lead instead of grabbing an existing lead from a non-related campaign's list. However, I would suggest you test it carefully on a clean setup with fake list/campaign/lead to be sure this is really what is happening, then perhaps an agi debug to find out WHERE it is happening so we can either kill it or make it a "preference".

I will say it is entirely possible that there is already a setting for this, but I've never bumped into it before.

I believe I have found the reason for this behavior. The option labeled "Search existing Leads" is selected by default on the manual dial interface. Is there a way to have it be unchecked by default or disabled (preferred option)?

[AlSam]

Sorry, I've never delved into this. I would expect a freshly entered number to create a new lead instead of grabbing an existing lead from a non-related campaign's list. However, I would suggest you test it carefully on a clean setup with fake list/campaign/lead to be sure this is really what is happening, then perhaps an agi debug to find out WHERE it is happening so we can either kill it or make it a "preference".

I will say it is entirely possible that there is already a setting for this, but I've never bumped into it before.

I believe I have found the reason for this behavior. The option labeled "Search existing Leads" is selected by default on the manual dial interface. Is there a way to have it be unchecked by default or disabled (preferred option)?

Any response?

[williamconley]

I am not sure if there is one. You'd have to check the Manual or the Code on the page (the php code for the agent interface ...). If there is a preference, that value will be loaded from a variable. If not, that value will just be listed in html notation.

[mflorell]

There is no setting for the search checkbox in the agent manual dial page to search, but this Campaign Detail feature might help:

Manual Dial Filter - This allows you to filter the calls that agents make in manual dial mode for this campaign by any combination of the following:

DNC - to not allow dialing of number in your DNC list,
CAMPAIGNLISTS - the number must be within the active lists for the campaign,
CAMPLISTS_ALL - will include inactive lists in the search for the number.

[AlSam]

I am not sure if there is one. You'd have to check the Manual or the Code on the page (the php code for the agent interface ...). If there is a preference, that value will be loaded from a variable. If not, that value will just be listed in html notation.

The id for the checkbox is LeadLookuP. There are two places in vicidial.php where .checked=true. I modified it so that .checked=false. We'll see how this all turns out.

[dspaan]

Hey, i'm having the same problem. When that checkbox is on it finds leads on other lists outside the campaign which the agent should not have access to. And when you turn on the manual dial filter in the campaign settings you can't call a non-existing phone number so that doesn't work either. I tried the sourcecode change with LeadLookuP=false but that only turns of the checkbox but still searches. Any idea how to turn this off?

[chrissoulier]

Same issue - viewtopic.php?f=4&t=29620#p114353