Dialing Completed Leads

[PManley]

Hello,

We've observed a problem where we are calling leads that have been dispo'd with a non-dialable "Completed" status. This is apparent in the vicidial_log table where we run the following query:

SELECT count(*) FROM vicidial_log t1 WHERE
status IN ('ADC','AFAX','DC','DEC','BAD','WDNC','DNC','DNCL','DNCC','LB','NI','NI1','NI2','NI3','NI4','NI5','NI6','NI7','NP','PU','NQ','Q1','Q2','Q3','Q4','Q5','Q6','XFER','WN','DISMIX','MAX') AND
call_date < (SELECT call_date FROM vicidial_log t2 WHERE t1.lead_id=t2.lead_id AND t2.call_date > t1.call_date order by call_date asc LIMIT 1) AND DATE(t1.call_date)>'2020-09-17';

In some cases, we're dialing leads that had been dispo'd as "DNC", so this is a BIG problem. Some days, the calls are made on the same day, while in others the calls are made the next day or the day after.

Any ideas on what could cause this and how to resolve this problem?

We are running version:
VERSION: 2.14-708a
BUILD: 190414-0924

Thanks and regards,

Peter Manley

[williamconley]

Completed doesn't "block" anything. If you want a status to NOT be dialed, remove it from the campaign's "Dial Status" list. That's what "Dial Status" means.

[PManley]

That's the issue. The statuses shown in the query are NOT in the "Dial Status" list. Nor are they in the recyclable statuses. I am at a loss to understand how this can happen??

[mflorell]

When we've looked into this issue for clients it's usually one of these two causes:
1. Agents manually dialed the numbers
2. Inbound calls came in, were matched to the leads and changed their status

To confirm that the hopper isn't loading them, I'd suggest adding the "--dbdetail" flag to the "/usr/share/astguiclient/AST_VDhopper.pl" entry in the crontab, so you can see what the status of the lead was before it was loaded into the hopper.

[PManley]

Matt,

Further investigation reveals that some of the leads that fall into this category have multiple entries in the vicidial_log table where the call appears to have had a user Dispo AND a VDAD dispo at approximately the same time:

+------------------+----------+---------+-------------+---------------------+-------------+------------+---------------+--------+------------+--------------+------+----------+-----------+------------+-------------+----------+--------------+
| 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 | called_count |
+------------------+----------+---------+-------------+---------------------+-------------+------------+---------------+--------+------------+--------------+------+----------+-----------+------------+-------------+----------+--------------+
| 1603898070.18149 | 15127579 | 11000 | 5SFRESH | 2020-10-28 11:14:45 | 1603898085 | 1603898119 | 34 | DNC | 1 | XXXXXXXXXX | 5118 | AUTO | N | FiveStrata | CALLER | MAIN | 2 |
| 1603898070.18148 | 15127579 | 11000 | | 2020-10-28 11:15:16 | 1603898116 | 1603898116 | 0 | NA | | | VDAD | NULL | N | NULL | NONE | NONE | 2 |
+------------------+----------+---------+-------------+---------------------+-------------+------------+---------------+--------+------------+--------------+------+----------+-----------+------------+-------------+----------+--------------+

Can you please help me understand what this means?

Regards,

Peter M.

[williamconley]

How long are you setting the recycle leads time? If it's over 30 seconds ... that is your problem. Recycle is for calling back busy leads in a few seconds. NOT for "let's try to get ahold of this status in a few hours" which results in what you describe: That recycle WILL happen in a few hours, regardless of any other setting(s).

Recycle is a full bypass of all other settings. It's almost a continuation of the Dial, in essence. You're really expected to just dial ALL the leads, reset the list, and redial ALL the leads again.

[PManley]

Bill,

Lead Recycling, while used, does not explain this symptom. If you look at the table excerpt from the vicidial_log, the first entry show's the campaign_id, and phone_number and shows a valid user. The 2nd entry, show a call start time about 30 seconds later, does not have campaign_id, phone_code or phone_number and has a status of "NA" and a user of VDAD. This symptom is the same for ALL of these conditions. It's like the lead gets a false dispo of "NA" and is then re-dialed later because we have "NA" as a dialable status.

My question is ... how does this 2nd entry (without phone number, campaign user=VDAD and status=NA get put into the vicidial_log table? How can this happen?

Regards,

Peter M.