Optimizing Calls/Hours

[dinstar]

Hello!

I have recently installed below given version on my server which is i5 4th Gen 8GB Ram 500GB HDD.
For Carrier I am using Dinstar 16 Ports GSM Gateway, currently only using 8 Ports.

Application: Press 1 Campaigns without live agents, i.e. we manually call all the press 1 customers

Earlier I was using one paid setup which was rebranded vicidial or something, asterisk was also there on this same hardware. Same set of leads were used too. That setup gave me ~4000+ connected (4000/12Hours= 333 Calls/hour) for 9AM-9PM campaign & ~6000 Dialed leads(6000/12Hours= 500 dials/hour). Also, in GSM gateway, no channels were remaining idle, as soon as on call finishes, another was dialed.

Right now, I am getting around ~180 connected per hour & 380 dialed leads per hour for the same campaign with same set of data and same length of recording.

I have setup, 8 remote agents | 1.3 Dial Ratio | 1000 Hopper level | 60 Sec Dial timeout | 1 Menu Repeat in Call menu | 10 Sec Cal menu time out.
In server settings, I have increased calls per second to 10, Max trunks to 46 & Max FILL Calls per Second to 40.

Also I am using same set of sim cards as earlier. And for current setup I have seen that after call finishes, channel remains idle for some time and in the older setup I rarely see channel idle for more than 3 sec.

Thanks!


Vicibox v.9.0.2 200415-1712 iso installation
Asterisk 13.38.2-vici
OpenSuse Lead 15.2

[dinstar]

Can somebody pls assist?

[carpenox]

lower your dial timeout to 24

[dinstar]

Thank you so much @carpenox for your reply.
I have changed dial timeout to 45 secs for some days and I am getting following result.

https://postimg.cc/WhYmPjZv

Congestion is there as, I have 8 ports available and I am dialing at 1.3 Dial level while 8 agents are logged in.

Is above cancellation rate acceptable? And by that do you still suggest to lower dial time out.

I am not sure how vicidial works, but I have tried using stopwatch and it takes dial time out as time from origination of call not of time of call ringing. It takes upto 10 secs max while alerting and then calls starts ringing. So I have to take ringing time + 10 secs of buffer for it.

EDIT: In older setup, my guy increased dailtime out to 60 secs as in India there was 30 secs of corona tune playing while initial calls, not it's have been lower to 15 secs, but that will most probably for initial calls, and this is too in alerting phase before calls starts ringing.

I am using 500GB HDD, can that cause bottleneck, I believe not as same was being used in earlier setup.

Do let me know if more information is needed.

Hoping to hear back soon.

Thanks

[dinstar]

^^ pls assist

[dinstar]

Hello! Kindly help, anyone.

[Kabis]

Ratio - 2
Agents - 8
Dialtimeout - 30 to 45
MAX trunks - 20
MAX calls per second -12
MAX call fill seconds - 15.

or try 16 agents x 1 ratio.
Try this.

[dinstar]

Ratio - 2
Agents - 8
Dialtimeout - 30 to 45
MAX trunks - 20
MAX calls per second -12
MAX call fill seconds - 15.

or try 16 agents x 1 ratio.
Try this.

Thanks kabis for reply. Will try both and update here soon. Also, I have only 8 port available to use.

[dinstar]

Hey Kabis! I did as you told, but it just lowered my answered call to 20-30%. Earlier I was getting 47-50%. So I switched it to my earlier settings. I will once again mention that, vicidial is dialing every minute, but my avg call duration is 6.3secs & for answered call is 12.16 Seconds. So most of the time my channels remains idle.

---------- TOTALS
Time range: 2021-11-29 00:00:00 to 2021-12-02 23:59:59

---------- TOTALS
Total Calls placed from this Campaign: 5720
Average Call Length for all Calls in seconds: 6.3

---------- HUMAN ANSWERS
Total Human Answered calls for this Campaign: 2963
Average Call Length for all HA in seconds: 12.16 Total Time: 10:00:448

Link to my similar post: viewtopic.php?f=4&t=41169


Thanks

[callcentertech]

@dinstar,

I know why thats happening. Since the time "Mr. Amitabh Bachchan" came up with his COVID announcement in India, it has drastically increased the call setup time. Back in those days a dial time-out of 45 seconds was enough, but now a days you have to push it to 60 seconds. Using smaller value as dial timeout will increase the number of not connected calls.

[callcentertech]

@dinstar,

Also, set the number of trunks equal to the number of ports you are using in your GSM gateway.

Also, create port group in dinstar web interface for the sip card ports that have sim cards inserted in them. Need to make sure that the gateway does not initiate a call with the port where sim is not inserted..