William,
By your questions I notices I left out one detail: this campaign uses custom fields, in case this opens up a new case. More on the answers to come:
williamconley wrote: How are these calls initiated?
By clicking in the "Manual dial" link at the bottom of the AGC. Then they enter the number and have the search box ticked. Every call must match a lead, otherwise the custom fields used will not appear and then the call flow cannot continue, since they NEED the custom fields to ask specific questions to the client.
Vicidial agent interface manual dial without a lead?
Lead is searched for when dialing manually (the search box is ticked)
Do they use the dial override field or the phone numer field?
They use the phone code and phone number field (the ones at the top of the manual dial windows)
Or are they dialing directly from their phones without an agent screen?
No, they are not. I've already disabled direct softphone dialing.
Can you prove this (any evidence to support your assertion, logically speaking, is useful on all fronts ... never go with "i'm sure").
Yes. There are log records which prove how the call was made: manual dialing (not override), but only the records from the recording_log table are missing.
Are these calls in the same campaign as the autodialed calls that do record?
Yes. Everything I've shared is regarding only 1 campaign. This campaign uses RATIO for most of the calls but sometimes, agents dial manually to retry a specific number. Also, I'm sure the call is not matching another lead in another list/campaign because otherwise it wouldn't show up the correct custom fields, and that would make the call useless since the agent wouldn't be able to collect the correct information for this call.
Do these calls coincidentally NOT match a lead while the others DO match a lead?
No. Everything needs to match a lead. Otherwise it won't be dialed.
Has this been happening for the entire two years, or only recently?
Can't tell. Just until recently this center started having a very strict campaign which requires all sales to be recorded and delivered individually, so that's where they began to notice.
And you HAVE read this, right?
Of course. I mentioned previously that since enabling that option, all auto calls are being properly recorded, but as the documentation states, it doesn't work for manual calls which is where I have issues.
As extra information, this is how I get which calls are missing:
SELECT * FROM vicidial_log AS l
LEFT JOIN recording_log AS r ON l.uniqueid = r.vicidial_id
WHERE campaign_id = 'XXXXX AND r.vicidial_id IS NULL AND STATUS = 'SALE'
ORDER BY call_date DESC LIMIT 100
And also I've looked through the agiout and asterisk full log and there are no traces of the 8309 extension, which is the one I use for recording (just in case you were wondering there was no log of the call but that maybe the file was indeed created but not indexed).
