CALL ROUTES DIRECTLY TO AGENT WITHOUT RINGING

[oshonubi]

Hello,

I have a working VicidialNow. However, whenever a call comes to the agent interface, it does not ring but connects directly to the agent. In this instance, it means that if the agent is not aware of the calls.

Is there anywhere in the configuration, that indicates the call should be picked so that we can configure it for that purpose.

I will really appreciate your immediate response.

[williamconley]

That is the method and purpose (by design) of Vicidial. Especially for an outbound predictive dialer, immediate agent connection is actually the goal of the system. If you require that the agent get some sort of "notification" there is a button on the agent screen that says "alert is off". Click on this to turn the "alert" on. This will pop up and make noise when a call comes into the agent's screen.

Otherwise, of course, you can use "remote agent" (this allows the agent phone to actually ring and waits for the agent to answer), but then you will have to read the manager's manual to get information on how to "disposition" the calls, as the agent will NOT have a screen with the callers information on it.

[oshonubi]

Hi William,

Thanks for the response. I really appreciate it. Will work on the alert on. However my situation is on incoming calls. When the calls come in from the caller, it does not ring at all. It only goes to the agent directly. I believe that may not be good for the agent.

I will work on the alert on and get back to you.

Once again, thank you.

[williamconley]

the agent's headset will "alert" the agent with a special tone. This will indicate to the agent that they have a client on the phone with them.

In addition, the client's information (if available) will appear on the client screen

And the graphic in the top right corner which says "no live call" in light grey will change to a bright green "LIVE CALL" graphic.

We have found this to be more than sufficient to alert a professional telemarketer or other operator that a client is on the line.

Especially after using it for a day. No problems.

[oshonubi]

Hi William,

Thanks for the response. Highly appreciated. Yes the call comes to the agent. What we get is that before the agent clicks ok for the notification, the call is already routed to the agent. This means whether the agent pick the call or not it is answered by the system which makes it very bad shoud the agent be busy with some other things, the call will be pick while there is no conversation.

Is there a way we can get the notification to ring rather than beep. Is there also a way that the call will not be answered until the agent picks is. The issue is simple, the call is answered before the agent pick the call.

Will really appreciate your response.

[oshonubi]

Hi William,

I have been able to stream the challenge down to a point. The main issue is that the call is answered by the system before the agent pick it irrespective of the ok button. This I believe is a configuration problem.

It was not like that before. Please kindly let me know what we need to do. The call is answered by vicidial without the agent click ok.

[williamconley]

Not a configuration problem, this is how the system is designed to work. If you want to have "ring" instead, you can change to "remote agent" instead, but you lose the functionality of the data screen for the logged in agent (and you are no longer using vicidial, you've basically turned it into an asterisk Queue).

There are special screens for the Remote Agent to use, you can read up on those in the Manager's Manual, which will allow dispositioning, etc.

[gardo]

One thing you can do here is put your agents on pause if they are busy doing something. You can then monitor your realtime page and see if there are incoming calls. If there are then just let your agents hit the resume button. Voila!

[oshonubi]

Hi All,

Thanks for the response. It made a lot of senses and differences. I have learnt a lot from the community most especially the responses for Carloy, Gardo and William. The good news is that we have a vicidial system running well.

However, one more thing, is there a way we can use the softphone along with the astguiclient to act as an alert. In this instance, if the call comes it, it first rings at the softphone say for about 3 secs then go to wait at queue. This will notify the agent that a call has come in.

I will appreciate your usual response.

Once again, thank you.

[williamconley]

interesting concept, but to ring the phone would require that the phone be on-hook, which it won't be because the agent is already logged in and on the phone.

this could certainly be done with some programming changes to the inbound agi script for DIDs or from within asterisk's dial plan (depending on whether you need THAT agent's phone to ring or just A phone somewhere in the office).

[oshonubi]

Hi William,

Thanks for the response.

this could certainly be done with some programming changes to the inbound agi script for DIDs or from within asterisk's dial plan (depending on whether you need THAT agent's phone to ring or just A phone somewhere in the office).

How can we achieve these two options. I tried making some changes to the extensions.conf so that the phone rings at the same time make the agent interface come up without any success.

Please help with an indicator to the dial plan and the tweaking of the inbound agi script.

Thank you.

[williamconley]

Unfortunately, that would require a few hours of coding to complete. Not a "hey, try this!" solution.

We would be willing to do it, but for a fee.

You should call The Vicidial Group first, of course, as they are "intimately" familiar with the software (which they created, own, and maintain) and could offer a very solid programming solution.

[oshonubi]

Hi William,

Thanks for the response. I will get in touch with Vicidial Group as advised.

[oshonubi]

Hi William,

Just a quick one. How can the dial plan be modified to achieve this objective. I am asking based on one of your mails that proffer solution that dial plan can also do it as well.

[williamconley]

Unfortunately, that would require a few hours of coding to complete. Not a "hey, try this!" solution.

We would be willing to do it, but for a fee.

You should call The Vicidial Group first, of course, as they are "intimately" familiar with the software (which they created, own, and maintain) and could offer a very solid programming solution.

[terry.sahil]

1.put ur agent on pause.
2.open realtime main reports.
3.integrate mid file integration.
4.whenever calls come in q mid file will rings.
5.who wants to talk can resume it.