inbound calls and callbacks

[mms1]

We experienced a scenario where a record was dispositioned as a CBHOLD. An inbound call came in from that record and it was changed to a SALE.

A few days later at the time of the scheduled callback, the record was placed in the hopper and recalled even though SALE is not a callable disposition.

Is there a script or process in Vicidial that protects against this?

Any help is much appreciated!


VERSION: 2.0.5-134 BUILD: 80703-0124

[mflorell]

I would think that the callback process should catch that.

Can you please open a ticket in the tracker about this?

In the ticket please include the vicidial_log, vicidial_closer_log and vicidial_callbacks entries for this.

[dspaan]

We have also received complaints about this exact same problem. I did not find anything in the issue tracker about it so i made issue 571: http://www.vicidial.org/VICIDIALmantis/view.php?id=571

[dspaan]

I was talking about this problem with the customer again today and realized that in most cases you want a callback to be set to inactive when an inbound call is made on the lead but in a small amount of cases it could also be intentional to leave the scheduled callback as is after an inbound call is completed. Maybe it's an idea to show a screen where the agent can make a choice about what to do with the callback before the agent gets into the disposition screen?

[dspaan]

Update: I talked to VICIdial group and they explained there is an existing script in /usr/share/astguiclient/AST_DB_dead_cb_purge.pl
Description:

checks all vicidial_callbacks records for CBHOLD or CALLBK status, if not
# then the script deletes the vicidial_callbacks record
delete callback records of leads with no CBHOLD/CALLBK status

So i'm going to enable this in the crontab and case closed.

[mflorell]

As a side note, that script is run in batch mode only, you can set it to once daily, or hourly if you want, but it will not be real-time(as soon as the agent dispositions the call).