Dealing with DROP calls in outbound campaign

[bwettlaufer]

Hello!

We have 3 blended campaigns set up, with one inbound group for all of them, with 16 seats.

When an inbound call comes in, VICI searches all 16 staff for an available agent, which is fine.

However, when we get multiple outbound connections that exceed our available agents on a single campaign, the call is dropped after 5 seconds. We were able to set up an extension as a safe harbor to transfer these calls to our analog phone system (dialing ourselves, basically).

What I'd like to be able to do is use available agents in other campaigns to take these overflow outbound calls. Can anyone think of a way to do this?

Thanks kindly.

[mflorell]

This is possible in SVN trunk version of VICIDIAL.

Overflow in-groups from outbound dialing.

[bwettlaufer]

That would be great ... can you please give me some more details so I can make these changes?

[mflorell]

http://www.eflo.net/VICIDIALwiki/tiki-i ... VN%3Ahowto

[austin.rock9]

Dear Sir,

We are also facing same issue.

Below are version details:

astguiclient-2.2.1
asterisk-1.4.27.1
CentOS-5.5
No additional software.

Below is the scenario: We have created two campaign:
1) Regular Campaign
2) Backup Campaign (Inbound)

Configuration in Regular Campaign:
Drop Call Seconds: 5
Drop Action: In_GROUP
Drop Transfer Group : BackupGroup

Configuration in Backup Campaign:
Allow Closers: Y
Allow Inbound and Blended: Y
Allowed Inbound Groups: BackupCampaign

Now 1 agent login to Regular Campaign & 2nd Agent Login to Backup Campaign (Selecting InGroup & Ticking Blended Outbound dialing)

Now when Regular Campaign agent start dialing calls are droping but InGroup campaign Agent are not getting any calls.

Please suggest.

thanks

regards

[marmu]

I got some problems setting up drop action IN_GROUP.

I'd like to play a message to an outbound call which is considered a drop and then try to connect this call to an agent, like it is done by normal outbound
dialing. Therefore I set drop action to IN_GROUP and both agents on my test-system are in the selected IN_GROUP.

If no agent is available because the first one is INCALL and the second one is PAUSED the callee hears "your call is very important to us". So far so good. The second agent sees "queued calls 1", but only for some seconds. If I make the second agent available the call is not transfered. The callee hears "your call is very important to us" infinitely. Ok, I guess this is limited by "Drop Call Seconds" in the ingroup settings. How come this call is not transferred to the available agent? Do I have to active "allow inboung and blended" for my outbound campaign for this to work. Sadly the paid manager manual is not very helpful for me. I do not get it. All hints are highly appreciated!

UPDATE: SOLVED: had to set the following in the campaign settings:
- Allow Closers: Y
- Allow Inbound and Blended: Y
- Allowed Inbound Groups: my_in_group (is that really required?)

[marmu]

I just disabled the "Agent Alert Filename" ("To not use this function set this to X. Default is ding"). Works like a charm, but the callee hears a "ding" just before he gets to hear the selected "On Hold Prompt Filename" (MOH). Any idea how to disable that?

[marmu]

woohoo, I found it!!!

it is in /var/lib/asterisk/agi-bin/agi-VDAD_ALL_outbound.agi (line 2525 in our version)

Code: Select all

...
 ### use STDOUT to send call to proper DROP location
        $VHqueryCID = "VH$CIDdate$VDADconf_exten";

        if (length($DROPexten)>0)
                {       ### if DROP extension is defined then send the dropped call there instead of hangup

                #$AGI->stream_file('ding'); # stop music-on-hold process

                sleep(1);

                if ($AGILOG) {$agi_string = "exiting the VDAD app, transferring call to $DROPexten";   &agi_output;}
                print "SET CONTEXT $ext_context\n";
                        checkresult($result);
                print "SET EXTENSION $DROPexten\n";
                        checkresult($result);
                print "SET PRIORITY 1\n";
                        checkresult($result);
                }
        else
...

As you can see, I commented out "$AGI->stream_file('ding'); # stop music-on-hold process" and there is no more "ding" being played before the callee hears the music on hold... I have to admit, that "stop music-on-hold process" disturbed me a bit, but I haven't seen any negative side effects.

Cheers,
Marcus

[mflorell]

There is a rare problem in Asterisk that can cause the music-on-hold process to not stop, causing the agent and customer to hear it in their conversation. Instead of commenting it out I would suggest you change it to play the "sip-silence" audio prompt, which is a very short silence audio file, this will make sure you don't see that problem.

[marmu]

thanks a lot for pointing out that problem and providing a simple solution!