ACD. Outbound

[john_usc]

I am not sure if this is how it should happen or not but this is what happens. I log in my user cc100 in x-lite, then I go to agent login screen and login as cc100 user. I don't hear the message that "I am the only person in conference" I hear that message only if I login with the same id as the x-lite softphone has. Ok, then I start the campaign, number goes out, the phone rings but the call is not transferred to my x-lite as I am logged on as a different user. Now my question is that isn't it suppose to transfer the call to any available agent? Am I missing something. Thanks.

[john_usc]

Wow no answer?

[Op3r]

You are supposed to read the manual first?

[williamconley]

actually, i just didn't get it at all.

"log in" seems to be used as a generic term that may have different meanings.

repost the FIRST post without using "log in" anywhere (except to indicate pushing the submit button in Vicidial and receiving a call, hearing you are the only user AND seeing your user appear in the real time screen), because that's what "log in" means, anything short of that or in other software is either not a "vicidial login" or is an "attempt" and needs further clarity ... and as such probably should not be described as a log in.

Then describe what YOU do, and what HAPPENS when you do it.

for instance:

i start x-lite, which successfully registers as "cc100" with asterisk (this is not logging in)

then i go to "agent login" and enter PHONE ???? (w/password) and AGENT ???? (w/password) and my x-lite phone rings, but ...

take us through step by step and don't assume we know what happened and what didn't, because if you're not "logged in" one of the steps DIDN'T happen and we can't really guess which one until you explain it in detail.

k?

And while we're at it: read the stickies and the manual, they are both required (not by me, but by the rules of this board, which is being supplied to you for FREE by Matt) and please post your hardware and software specifications (versions, etc) so that we may have them without needing to ask.

[john_usc]

Sorry for confusion. I did purchase managers manual and read it through but I couldn't find anything that would tell me about ACD and how to be sure its working. It does have a predictive section but I couldn't find what I am looking for.
By login, I mean the web GUI agent login.
So my question is that when I login from computer 1 using phone id 100, and the user id 7777 and select a campaign, I hear "You are the only person in the conference"
then I go to computer 2 and login into web gui (agent) using phone id, 101 and user id 7777 and select the same campaign that I did for computer 1, I still hear that "You are the only person in the conference"

shouldn't it be "There are 2 people in conference now"?
also how would I know that predictive dialing is working as its suppose to and calls are getting distributed to agents and its not that both agaents are dialing separately from same list.

Thank you for your help

[williamconley]

Whew. And I thought something was broken.

No: In Vicidial, each "Agent" is placed into their own conference room and waits there for a client to be put into the room with them. Therefor each agent is, at the moment of entry, the only person in their conference room. Consider that notice as "the system is working". Without it, something is wrong and your "Agent" should seek assistance from a technician to find out why they are NOT the only agent in the room.

[john_usc]

Hi thanks for expalination. However I am still trying to see,
"How would I know my predictive dialing is working fine "??????
is there a way to check it.
Thanks

[mflorell]

You can always try performance testing, there is a performance testing document in docs.

[williamconley]

There are documents for everything. This system has been set up and run by so many people so many times it has to.

I generally upload a list of my Direct line at my desk at my office and the put my cell phone on as an Agent phone ... log in as an agent and talk to myself a few times. Great practice. After I get tired of talking to myself, I call the new owner of the box and let them do the same thing until they're comfortable with it. Then I ship it.

So you CAN just load a few hundred leads in that are all YOU. Then you can log in to the system and "resume" the campiagn with your leads loaded into it ... and talk to yourself for a while. Once you're used to it, do it with leads OTHER than yourself and you have a working dialer.

For this method, I do recommend you stick to 1:1 dialing or you may confuse yourself.