Ingroups Not showing DROP

[karlb]

Hello,

We are setting up a server and utilizing the SHARED campaigns. We have the campaigns set to drop -1 and to go ingroups. Everything is working fine. The agents are able to log into the agent campaign, pick the ingroups, and dials are made for the correct campaigns. Our only issue is that we aren't seeing any calls marked DROP.

In my DROP_Ingroup settings for each campaign, I have the DROP seconds set and action is going to callmenu. (I verified this works through several test calls). But if I look at the Ingroup Report, it shows those calls which should be drop as "TIMEOUT" and the total for DROP in the Ingroup report shows zero.

I am not sure if it's related, but I also have not seen anything insert into the vicidial_shared_drops table either.

We have several other Ingroups (on other dialers), and when the call reaches the DROP seconds, the Inbound report will show the DROP numbers and the call will say "ABANDON" rather than "TIMEOUT".

Any idea what I should look at so that the ingroup DROPs will show up correctly? And also be counted toward the campaign drop rate for adapt purposes?

Thank you!

1x server (DB, Web, Asterisk)
Vicibox 11 | VERSION: 2.14-929a | BUILD: 241001-1532 | SVN 3877

[carpenox]

hmm this is an interesting one, i dont have any clients currently using shared campaign dialing, however i have set it up a few times in the past, i dont remember noticing that before. I wonder if the -1 takes that stat away, thats a question for Matt. When they do reach the agent ingroups, are those then set to drop to a call menu and if so, how long is the wait?

[karlb]

Yes, once the outbound call reaches the agent ingroup, that ingroup has a 3 second drop wait, which then goes to a call menu. It is these calls that go to the call meny that 1) Do not get counted in a Inbound Report "DROP" counts and 2) Do not get counted toward the outbound campaign drop counts.

[carpenox]

ah ok makes sense ty for clarifying

[williamconley]

Yes, once the outbound call reaches the agent ingroup, that ingroup has a 3 second drop wait, which then goes to a call menu. It is these calls that go to the call meny that 1) Do not get counted in a Inbound Report "DROP" counts and 2) Do not get counted toward the outbound campaign drop counts.

And for further clarification: Why 3 seconds? Have you tried other values to see if this changes the results?

[karlb]

Yes, once the outbound call reaches the agent ingroup, that ingroup has a 3 second drop wait, which then goes to a call menu. It is these calls that go to the call meny that 1) Do not get counted in a Inbound Report "DROP" counts and 2) Do not get counted toward the outbound campaign drop counts.

And for further clarification: Why 3 seconds? Have you tried other values to see if this changes the results?

We picked 3 seconds because it is the legal outbound safe harbor call menu for drops. I have not tried other timing. I will do so.