lead recycling not working

[justinmoodley3]

Good day

i seem to be having an issue with my dialer my lead recycling feature doesnt seem to be working ,i set the dialer up last year november and tried to add a lead recycling for dispositons such as A,AA,AB,NA etc after this was set and enabled when my agent dispositions answer machine its not calling the customer back

i have read many post and i find people having issues mainly with it calling too many times thus i am posting this as mine is not working and i want it too .

vicci specs
VERSION: 2.14-611c BUILD: 200909-0952

Kind regards
Justin

[carpenox]

I use this feature on a few campaigns with no problems:

[justinmoodley3]

Hi
what is leads at limit for (the column with 706 ,32 ,759 etc )

[williamconley]

Hi
what is leads at limit for (the column with 706 ,32 ,759 etc )

I would suspect that would be a count of the leads which have reached the ATTEMPT MAXIMUM specified in the previous column.

[carpenox]

That is correct, that count are the leads that have hit the limits which I have set for those statuses.

[justinmoodley3]

mine are all at 0

[carpenox]

Try to lower the call count limits to 1 and time delay to 120 and call yourself a couple times and mark it as that dispo both times and see if it changes

[justinmoodley3]

Hi guys

Thank you for all your help , i am still abit confused. From my previous issue (lead recycling) i am being told not to use the feature and that i should reset the list .
my confusion comes in as i cant understand how once i reset the list my data will work coz when i reset im just putting everything back in the hopper so for eg how will my answer machine work will it call the customer anytime or at the same time it did before the reset

Due to the nature of our business our contact rate is good but we have to get those businesses at a specific time, for eg resturants should be called in the afternoon and nursing homes in the morning ,so my idea is if i call these leads every 4 hours eventually i will get an answer if the dailer caled at 8am it will call again at 12pm and again at 4pm so we will get to speak to them at some point in the day

now if i reset the list i pressume that this will just put it back in the hopper to call again (no specific time), so i could (hypothetically) call the Resturant 10 times to no avail coz im calling in the wrong times ie the morning

thus i require a simple system that if the status of the call is
A
AA
NA
B
i need this automatically called back in s specified time frame without having to reset the list so that the system will work the times out and make a call to all answer machines or any of the other dispositions ideally recycling all non contacts for 4 hours later

Kind regards
Justin

[carpenox]

You are correct. For what you are trying to do, lead recycling will work perfect. Go with your gut

[justinmoodley3]

Hi
Yeah thanks mate will do but that leads me to my original problem where (lead recycling)is not working at all so for eg i have my answer machine set to call back in 14400 sec the attempt max is 10 and it is active but when i click answer machine this lead is not dialing again at all and such is the case for all the other dispositions i have this set up for, none of them dial again

Kind regards
Justin

[justinmoodley3]

Try to lower the call count limits to 1 and time delay to 120 and call yourself a couple times and mark it as that dispo both times and see if it changes

HI

i have done this and even though the disposition was set and lead recycling for that disposition was set to callback in 120 sec the dialer never attempted to call that lead again

Thanks

VERSION: 2.14-611c BUILD: 200909-0952 Server: 88.99.14.169

[carpenox]

Ill see if I can help you get it working correctly if youd like, hit me up on skype

[justinmoodley3]

Hi

Thank you mate much appreciated, i sent you a message a few hours ago not knowing the time diff my appologies speak soon

Kind regards
Justin

VERSION: 2.14-611c BUILD: 200909-0952

[justinmoodley3]

Good day

Having a think about it now, when we set this dialer up in oct last year the sheduled callbacks gave us a very simliar issue where leads were loaded to call the pool of callbacks at designated times(this is all our call backs from another dialer) and even though it was loaded and we could see the callback blinking red on the agent page it simply refused to dial at the time specified so i found a way around this i had my agents dial each lead manually and shedule a callback and it worked
but if i go into the lead from the lead modification page and assign the CB or make any changes it wouldnt work ,only when the agent shedules a CB on the agent page then it works (when i say works i mean it dials again at the designated time)

could this be related as yet again a setting through the admin panel isnt working

Kind Regards
Justin

[justinmoodley3]

Hi Gents

just thought i would post my findings on here so it could be off help in the future.

so basically lead recycling was always working but due to the fact that we had 2 agents dialing and lead recycle attemps were so low the lead being dispositioned eg. Answer machine was only being placed into the hopper and not being called coz there was a back log of recycle attemps in the hopper already thats older and needs to be called first before we get to the more recent stuff and to make matters worse i left 1 agent dailing the campaign . Now due to the fact that my dial statuses were set with a "New lead" in it, the dialer automatically gives preference to new data (because of my list order ) on a 1:1 ratio ie 1 old 1 new ,thus my leads that were already being backlogged was just getting worse so i removed dial status "New" and it began to dial only old stuff that was clogging the hopper and im in the process of working through the backlog

a special thank you to Carpenox who was extremly helpful to me and spent loads of time trying to figure this out
Kind regards
Justin

[carpenox]

not a problem my friend, was glad to help