Vicidial Inbound & Manual outbound report query

[MarcoDisco]

Hi,

I have installed Vicidial for an exclusively outbound campaign and all is working well. Many Thanks for your efforts.

Now I would like to use Vicidial for an inbound setup, but have a query relating to associated manual outbound calls.

I have a call centre to support different products. Calls regarding specific products would come in on different DID numbers. Each agent should be able to handle calls for any product. I see how I can map DID numbers to IN_GROUPs, and then on to a single campaign, which all agents would join.

Reporting on time logged to each product (DID/IN_GROUP) can be gathered from Vicidial.

Some product support calls might then require a manual outbound call, to reply to the original caller. As I understand the system, manual outbound calls are logged at the campaign level only. Ideally I would like to be able to report on time spent on manual outbound calls by supported product (DID/IN-GROUP). Can anyone suggest how this might be managed?

Kind Regards,
Mark

[williamconley]

look into list_id. this segregation would be likely to resolve your problem. call reports can be run based on list_id.

when you post, please post your entire configuration including (but not limited to) your installation method and vicidial version with build.

this IS a requirement for posting along with reading the stickies (at the top of each forum) and the manager's manual (available on EFLO.net, both free and paid versions)

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Vicibox X.X from .iso | Vicidial X.X.X-XXX Build XXXXXX-XXXX | Asterisk X.X.X | Single Server | No Digium/Sangoma Hardware | No Extra Software After Installation | Intel DG35EC | Core2Quad Q6600

[MarcoDisco]

Hi William,

Many thanks for your prompt reply.

So, if I understand correctly, your suggestion is to use multiple (DID specific) lists to record the inbound 'lead's and then to let the system match back to these when making a manual outbound call.

I will set this up later today on a test system. Can you tell me what happens when an agent makes a manual outbound call and the number is matched on multiple lists?

[williamconley]

depends on how the call is made. if the call is made by manually entering the phone number (who would do this? why do you have a database of leads if you manually type them in? LOL) instead of grabbing a lead entry from a callback or some such ... the result can be random.

advice: never have the same number in two places? (if a client calls on a DID, that client belongs to that DID forever, regardless of the next time they call on another DID, you only "GET" a customer once, after that they are repeat business).