useronly callbacks being dialed by other users manually

[TwistedFister]

Vicibox 7.0.3 from .iso | Vicidial 2.14-579a Build 161128-1746 | Asterisk 11.22.0-vici | CLuster setup: 1 web 1 DB 1 Slave DB 8 telephony | No Digium/Sangoma Hardware | No Extra Software After Installation


How can i keep user only callbacks (CBHOLD) from being dialed manually from other user within the same user group and campaigns?

[williamconley]

How do they get the number to dial it?

[TwistedFister]

with the sites we scrape alot of the time people will repost so the lead will get picked up again and recalled from the opener campaign and transferred again to the closers campaign. We dont dedup upon import because the reposts are basically part of the process we have had for years so its pretty baked in. We have had some issues with people calling other agents callbacks by getting the number after they repost or just walking by and seeing on agents screens the number and need to find a way to limit user only callbacks to the agent who set it.

[williamconley]

by getting the number after they repost

Question: How do they get the number? Answer: "by getting the number" ...

Please try again. And leave off "getting the number" in your response. Because in this case after we remove "getting the number" in your response, we're left with "after they repost". Which still conveys NO information.

I am very tempted at this point to believe that you need to create a method to dedupe before any number is in any way presented to an agent. But since I don't know how it goes from "post" to "agent", it's a general rule that needs to be enforced rather than a "how". Tell me how it gets from POST to Agent and I'll tell you where deduping should happen. Any system can do it if there's any form of automation.

seeing on agents screens the number

Stop showing the number on the agent screen. They are already talking to the person, they don't need to be staring at the number while doing so. If a situation arises that requires the number, like pushing a web form button, the web form can be programmed to supply the number automatically. And any page that "pops up" does not need to actually SHOW the complete phone number.

Leaving off the last four will foil the nefarious plans of any of your evil roaming call center demons.

Of course, firing one after catching him and docking his pay for fraudulently stealing a commission may awaken the latent honesty of those still in the room. Just sayin'

[TwistedFister]

our process is our process and that isnt going to change. Back to the original question.....

How can i keep user only callbacks (CBHOLD) from being dialed manually from other user within the same user group and campaigns?

[williamconley]

Modify the code in the agent screen and/or the AJAX responder. Change it to check ownership of leads during manual dial and any prior existing leads with the same phone number and FAIL the dial if there is a conflict based on your chosen rule set (and report it to the supervisor of the offending agent if a violation occurs, and log it to this agent's bad-boy log).

Alternately, you could create a feature that passes manual-dialed calls to an external process, and then have the external process reply with fail vs. dial. Then when Vicidial upgrades, all you need to "upgrade" is this one quick check to an outside source. Technically this could be done in the dialplan without even altering the Vicidial code, but would obviously require creating that external checking app/responder.

And to be clear: If your present process is to allow agents to dial other agents leads, then your question was moot before you began if you do not intend to change your process. (IE: By definition, your process is changing.)