Multiple Lead IDs For Single Number

[Ikram_Ali]

Hi, Can anybody please advise on why multiple Lead IDs creating for a single number and how Vicidial generates a Lead ID.

I can see 100 of 100 lead Ids for a single number on which manual call also made and there are many incoming calls too from same number.

For inbound, i have CID settings as...

Inbound>>>DIDs>>>In-Group Call Handle Method:CID

[jamiemurray]

You'll need to use one of the CIDLOOKUP options for inbound calls if you want the system to search for existing leads and append the call record to that lead. CID will create a new lead on every inbound call.

Silmilar with manual calls, you need to force the search existing leads to be checked (and optionally locked so the agent can't disable it) and ensure the campaign settings have the manual dial search set to one of the lookup options too as is your requirements.

Look at the help (the question icon next to the fields in question) the documentation is quite clear there, failing that, have a look at the manager manual.

[Ikram_Ali]

You'll need to use one of the CIDLOOKUP options for inbound calls if you want the system to search for existing leads and append the call record to that lead. CID will create a new lead on every inbound call.

Silmilar with manual calls, you need to force the search existing leads to be checked (and optionally locked so the agent can't disable it) and ensure the campaign settings have the manual dial search set to one of the lookup options too as is your requirements.

Look at the help (the question icon next to the fields in question) the documentation is quite clear there, failing that, have a look at the manager manual.

Thanks for your reply @jamiemurray.
Can you please let me know where I can see the option in campaign for manual dialing. I tried to see the CID option in campaign detail page but couldn't see.

[jamiemurray]

It's not referred to as CID Lookup when doing the same for manual calls.
Go to the campaign detail view and scroll down to the manual dial section. The fields that will be of interest depending on your requirements will be as follows:

Manual Dial Filter - This limits what numbers the agents can dial to those in the system/campaign and optionally prevent them from dialing any numbers previously marked as DNC.
Manual Dial Search Checkbox - SELECTED_LOCK will ensure the agent cannot bypass searching for a matching lead whilst making a manual call, if a match is found when they dial the number, that lead will be displayed on their screen.
Manual Dial Search Filter: This is where you define the scope of the search performed to look for existing leads when a manual call is getting placed. It can be a system wide check, campaign only or specific list.