Why do I get Drops on a voice broadcase campaign?

[lowno]

Stats:
Vicidialnow CE 1.1
Core2quad
SIP and IAX trunks

I typically run a 20 - 30 agent voice broadcast. It works, but at the end of the day when I look at the reports, there is a ton of Drops and 70% busy. Crazy. Something must be out of wack.

I hired the Vicidialnow people to configure the system. Like I said, it works, but I don't see how there should be any drops, UNLESS I am not clear on the definition of a drop. The voice broadcast is doing AMD, and when looking at the live view there are plenty of agents just sitting there not playing the recording.

I tried to find a solution reading the board. I read about the sip-silence in the dial plan. I have the problem regardless if I am on a sip or IAX trunk.

Any help would be appreciated. I have never received a reply to a post before, except when I was looking to hire someone, so hearing from anyone would be great.

[mflorell]

What is the loadavg when you are doing this?

How exactly is your broadcast dialing set up(there are several ways to do it)?

[lowno]

First off, thank you for replying to my post regarding this issue.

I will check the load Avg today and report back.

The way it is setup is with one remote agent, I specify the number of lines, I have the extension as 8321, I select the VB campaign, them make the agent active.

In the VB campaign, the dial method is ratio, VDAD exten is 8369, dial timeout is 60 seconds. I have purchased the managers manual and read through it.

Thanks, and here is the data from reports for this campaign.


| AA | Answering Machine Au | 50 |
| AL | Answering Machine Ms | 9148 |
| AM | Answering Machine Se | 4373 |
| B | Busy | 72535 |
| DROP | Agent Not Available | 6293 |
| NA | No Answer AutoDial | 43030 |
| QUEUE | Lead To Be Called | 97 |
+--------+----------------------+------------+
| TOTAL: | 135526 |

[lowno]

Ok, here are my loadavg's

When remote agent is inactive load average: 0.13, 0.21, 0.18
When remote agent is active load average peak: 0.66, 0.34, 0.13 but settles around load average: 0.38, 0.22, 0.18 while the RA is active.

Here are some stats from the VDAD after some time running. I know the cause of the excessive busies and am not too concerned with that. The sip trunk is a skyp3 gateway and works really good and is cheap, but I think I need to slow down the speed that calls are sent. I'll have to figure that out via the dial plan.

---------- TOTALS
Total Calls placed from this Campaign: 1579
Average Call Length for all Calls in seconds: 3.46

---------- DROPS
Total DROP Calls: 64 4.05%
Percent of DROP Calls taken out of Answers: 64 / 252 25.4%
Average Length for DROP Calls in seconds: 30.08

---------- AUTO-DIAL NO ANSWERS
Total NA calls -Busy,Disconnect,RingNoAnswer: 1327 84.04%
Average Call Length for NA Calls in seconds: 1

---------- CALL STATUS STATS
+--------+----------------------+------------+
| STATUS | DESCRIPTION | CALLS |
+--------+----------------------+------------+
| AL | Answering Machine Ms | 86 |
| AM | Answering Machine Se | 96 |
| B | Busy | 1193 |
| DROP | Agent Not Available | 67 |
| NA | No Answer AutoDial | 134 |
| QUEUE | Lead To Be Called | 3 |
+--------+----------------------+------------+
| TOTAL: | 1579 |
+-------------------------------+------------+

[mflorell]

With how you have this set up, the DROPs are calls where the customer hung up before the call could be sent to the message.

Are you using AMD?

[lowno]

Ahh, well that makes me feel much better. I was thinking people were answering and getting dead air. It's ok if they are doing the hanging up, but not ok if it is the dialer.

We are using AMD for this campaign.

Is there a better way to implement a voice broadcast with AMD? I better go and re read the managers manual.

Thanks for your post.

[mflorell]

That is usually how we recommend doing it if you need to have AMD.

I would try not using AMD, and instead try playing the message twice and see if your response rate is better.