leads in hopper but no auto dial

[jayboo876]

As of today for some reason auto dialing is not working. I can see leads loaded in the hopper, with correct number format. Agent is in ready (also shown as ready in realtime report), Campaign set to dial method RATIO, however, for some reason the hopper just wont start firing off the calls. I've rebooted all 3 servers (db, asterisk, web) to no avail, so it seem something configuration related (I think). Back tracking my steps, the last set of changes I made the day before were New- list, leads and campaign (also not working) and New-In-group, DID, remote agent, blended campaign - all of which doesn't seem could be the cause. Any ideas what could be causing this and where would I be able to debug or view logs - doesn't seem to show anything unusual in the asterisk cli logs.

installation
generic vicibox10 iso, ast16 update, cluster mode, virtual servers



Live Current Hopper List 2022-07-27 17:53:55

---------- TOTALS
Total leads in hopper right now: 2

---------- LEADS IN HOPPER
+------+--------+-----------+------------+-------------+---------+-------+--------+-------+--------+--------+-------+-------+----------------------+----------+-----------+
|ORDER |PRIORITY| LEAD ID | LIST ID | PHONE NUM | PH CODE | STATE | STATUS | COUNT | GMT | RANK | ALT | SOURCE| VENDOR LEAD CODE | AGE DAYS | LAST CALL |
+------+--------+-----------+------------+-------------+---------+-------+--------+-------+--------+--------+-------+-------+----------------------+----------+-----------+
| 0 | 0 | 131 | 100 | 5862229285 | 1 | MI | NEW | 0 | -4.00 | 0 | NONE | S | | 15 | 14 YEARS |
| 1 | 0 | 132 | 100 | 8168686850 | 1 | DE | NEW | 0 | -5.00 | 0 | NONE | S | | 15 | 14 YEARS |
+------+--------+-----------+------------+-------------+---------+-------+--------+-------+--------+--------+-------+-------+----------------------+----------+-----------+

[jayboo876]

Holy smokes!! I was able to find the issue (self inflicted). When I added the Remote-Agent configuration I had set the parameter "Number of Lines" to 24. The though was that, since I'm forwarding incoming calls back to the carrier, 24 lines would account for adequate capacity. I reviewed the vdautodial.2022-07-27 logs file and saw the below so figured "something" was at a max. The call flow is DID >> In-group >> Remote-agent. I updated the number of lines in the remote agent to just 1 and calls from the campaign are now going out. I still don't understand the "number of lines" setting though, and is it that the asterisk server can only make outbound 23 simultaneous calls max? Would greatly appreciate if someone could shed some light. Thanks.

2022-07-27 00:59:53|CAMPAIGN DIFFERENTIAL: 24 23.8 (23.9 - 0.1)|
2022-07-27 00:59:53|LOCAL TRUNK SHORTAGE: 1|2 (23 - 23)|

[williamconley]

Number of lines for the remote agent is how many calls you want that agent to TAKE (ie: you have 24 agents in a call center at the remote agent's phone number on their own telephone system that will distribute calls to them). To dial more lines per agent, you modify the campaign settings. Have you read the Vicidial Manager's Manual? free. Start on page one. Do everything until you're happy with the system. Skip nothing. Unless you want to pay for training, which allows you to skip the Free manual, of course.

[jayboo876]

@williamconley, thanks for the feedback. I do have the paid manual and will certainly spend some more time reviewing.