Proper way to handle FAX status?

[callcrazy]

To keep it brief.

What is the proper way to handle a FAX status on a primary number.

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Our setup has FAX setup as a refusal and this tends to kill the lead (meaning alt_number will not dial. If we set FAX as a no contact this should keep the lead alive, but how do we suppress the FAX number from being dialed and only adding the alt_number be dialed?

Is there a way to make the hopper load only alt_number's of leads when the primary has been given a status (what category of status) to prevent it from being called? If we put FAX on the list recycle then how does vici know to call the primary or the alt?

Does this make sense?

Thanks!

[williamconley]

That's a heck of a question. I'd write a script that removed the FAX number and replaced it with the alt_number and then changed the status of the lead to whatever the result of the alt_number was. If that's an "unknown", I'd just set it back to NA or even NEW.

How did you get a FAX status? Manual dialing?

[callcrazy]

It's not so much about just FAX it's all invalid phones or wrong numbers we no longer wish to dial but need to be able to dial into the second or third numbers on the lead.

Don't want to kill the lead until we've made contact and given a final stats or reach max call attempts for the campaign.

At the same time though we no longer wish to dial that particular number. Each number on the lead needs it's own status and max dial attempts until either there are no numbers left to call or the lead has been given a contact, final status.

[williamconley]

So you either need each phone number to have its own lead record (which would cause issues because then they would no longer be connected and STOP if one of them worked, it would then continue with another number for the same lead)

or you need each available number for a lead to have its own "status" (i do not believe this functionality is available as yet, but you'd have to check with The Vicidial Group to see if it's in the works somewhere, especially with the alt_phones table there is a possibility they are heading in that direction already)

or you need a script to "kill" the phone numbers that are "no good" and move the other numbers to the "phone_number" slot to be sure it never gets empty, and then change the status back to one that is dialable to continue.

[mflorell]

For clients that require this kind of tracking we just recommend loading each number as a separate lead and using the dispo call url feature to synchronize the statuses if a final status is issued by an agent. You do have to have the same vendor_lead_code(or another field int he vicidial_list table) for all of the related leads to be linked by an account code for the synchronization to work, but we have set this up for several of our clients and it works very well.

[Trying]

So if the first number is a "no contact" number does the dialer automatically dial the alt_number and address3 if set in the gui to do so?

[mflorell]

not exactly, each number would be loaded as a different lead, with a common account number(usually put in the vendor_lead_code field), then when a contact is made and dispositioned, the dispo call url feature can change the status of the other leads to match.