I've got 4 servers set up with load-balancing. Everything has been going fine and even better after I did my boot camp last week.
But today autodialer seems to be going bonkers. I does not seem to be tracking with which agents are READY and which ones are INCALL.
For example, out of desperation (because 7-8 people were not on the phone for over a minute) on the floor Supervisor set campaign for 2.5 RATIO dialing and still would have 3-4 agents READY and only 1 or NO calls being placed.
Then he cranked it to 4.0 RATIO dialing. And still there would be 5-6 agents waiting and 4 calls being placed.
Then, as agents' idle time would go over 1 minute or more, the VDAD would finally "realize" and start catching up and place calls, but still only maybe 1 or 2 over however many agents are READY.
Then all or most of the people would get on the phones and some calls might get dropped.
Then the story repeats. Several guys get off the phone and are sitting there for half a minute with NO LIVE CALLS BEING PLACED.
The things we changed since it was working yesterday and first part of the day today:
- I increased size of phone_number field to 20 characters in vicidial_list table (to fit international numbers with prefix)
- yesterday I set up lead recycling for different types of calls. (I noticed that timeout field appears to be signed int16 type, so if it is greater than 32767 it overflows and becomes negative. So I made sure all my timeouts are less than that)
- Overall agents' time on call was longer today than usually. Normally it's around 5 minutes with some calls running longer. Today there were many calls that ran over 20 minutes. I thought this was throwing off the predictive dialer, which is why we set it to RATIO dailing. But it would still not dial more than 1.0 ratio
If anybody can give a pointer where I should look for problems, I would appreciate that.
TJ
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