SALE leads being called again.

[adymeblack]

VERSION: 2.8-426a
BUILD: 140214-1643
Asterisk: 1.8.25.0-vici
ISO: 6.0.1
2x- Intel Xeon Quad-Core CPU
16GB RAM
No additional hardware
No customization
[Please let me know if i am forgetting something]

This has been an increasing issue over the past week and I am just scratching my head as to what it could be. ViciDial seems to be calling leads that we have already made sales to. Lead recycling is disabled and i have the following dial statuses setup:
Dial Status 1: NP - No Pitch No Price REMOVE
Dial Status 2: 103 - DM Not Available REMOVE
Dial Status 3: 100 - Hang up REMOVE
Dial Status 4: XDROP - Agent Not Available IN REMOVE
Dial Status 5: NA - No Answer AutoDial REMOVE
Dial Status 6: DROP - Agent Not Available REMOVE
Dial Status 7: ERI - Agent Error REMOVE
Dial Status 8: AB - Busy Auto REMOVE
Dial Status 9: N - No Answer REMOVE
Dial Status 10: A - Answering Machine REMOVE
Dial Status 11: AA - Answering Machine Auto REMOVE
Dial Status 12: B - Busy REMOVE
Dial Status 13: NEW - New Lead REMOVE

I know there are a few custom statuses in there, but these setting have been like this since installation in January and haven't posed any issues until this week.

Where can i look to try to figure this out?

Thanks

[DomeDan]

find out if something is special about those SALE that gets called again,
one specific campaign? same agent? same list? etc

look in the hopper report http://YOUR-SERVER/vicidial/AST_VICIDIAL_hopperlist.php
if you see an entry with status SALE then look what "SOURCE" it got.

[paolo]

Try checking you system statuses settings in Admin

[adymeblack]

I checked the hopper and all the leads are being seen as NEW. Checked the System statuses and they are exactly as they should be. Sales complete the lead so it should not be called back.

[paolo]

have you tried doing a query on the database to see the actual status of the number and how many times its been called

try running select * from vicidial_list where phone_num = '' and try narrowing the select statement to the particular list's on the campaign.

[DomeDan]

make sure you dont got duplicated phone numbers in your list

[mcargile]

99% of the time I have found this to be an issue with agents manually dialing leads that were already statused as a SALE. Basically agents trying to steal SALES from other agents.

1. Look at the call records for the leads.
2. Find the agent who got the call after the SALE.
3. Look at that users stats for the day.
4. Search for the phone number and see if there is a Manual Dial record for the lead.

[dspaan]

Exactly the things Mcargile said. In my experience this always happens due to either inbound calls being matched with leads which were a sale before or duplicates in the system either across different lists or because they are being created by agents who use the manual dial feature.

[shinigami]

Try to ask the Telco provider to exclude or omit US prefix "1" so that every inbound numbers will not duplicate on the actual leads fed or loaded on the system. Eventually will also update the leads status from the inbound customer and the actual leads. Hope this one helps.

[mcargile]

You can also use the Dispo Call URL to move the SALE leads to another list which is not active. Leads wont be called back and all your SALES are in one convenient place.

[covarrubiasgg]

I fixed this problem last week with one of my campaigns, it was actually pretty easy.

1.- Set the DNC flag to the SALE status at System Status
2.- Enable System Use Internal DNC List on your campaign
3.- Set you Manual Dial Filter to DNC_Only to the campaign

This way every-time they select SALE, the number is going to be registered on the DNC List and using the Manual Dial Filter you will prevent Agents from manually dial them, you can always call that numbers from a campaign that doesn’t have the Manual Filter.

Please not this will only take effect with SALES made AFTER you do this configurations, every SALE before this change will still be dial-able by agents