Leads getting called multiple times

[spinto]

A lead was called and a sale made. We do not have the sale disposition recycled. The lead came back up for another agent a few minutes later. Then the dialer tried to the dial the number for a 3rd time:

Here's the database entries in vicidial_log:

uniqueid lead_id list_id campaign_id call_date start_epoch end_epoch length_in_sec status phone_code phone_number user comments processed user_group
1176730879.1800799 2738 NULL IDND 2007-04-16 09:41:31 1176730891 1176730897 5 DROP 1 9366534603 VDAD NULL N NULL
1176815874.2836699 2738 102 IDND 2007-04-17 09:18:00 1176815880 1176817003 1123 SALE 1 9366534603 durosier AUTO N NULL
1176816605.2875700 2738 102 IDND 2007-04-17 09:30:14 1176816614 1176816641 27 N 1 9366534603 lee AUTO N NULL

[mflorell]

Not sure what would be causing that, I have not seen that happen before. Did you have server logging turned on at the time?

Asterisk version?

astguiclient version?

[spinto]

I do have logging enabled.
Asterisk: 1.2.14
Vicidial: VERSION: 2.0.95, BUILD: 70402-1157

I've also included the server performance summary. We're getting it put on a real server this weekend which will hopefully fix the issue:

VICIDIAL: Server Performance 2007-04-17 14:14:10
Time range: 2007-04-17 08:45:00 to 2007-04-17 15:30:00

---------- TOTALS, PEAKS and AVERAGES
Total Calls in/out on this server: 3214
Total Off-Hook time on this server (min): 1068.40
Average channels in use for server: 30.6475
Average load for server: 242.0123
Peak load for server: 1017
Average USER process cpu percentage: 93.0035 %
Average SYSTEM process cpu percentage: 6.9901 %
Average IDLE process cpu percentage: 0.0095 %

[sayantandas]

A lead was called and a sale made. We do not have the sale disposition recycled. The lead came back up for another agent a few minutes later. Then the dialer tried to the dial the number for a 3rd time:

One of our call centres is getting the same problem. Below is the server details.

VERSION: 2.4-357a BUILD: 120125-2107 | Asterisk 1.4.39.2 | PHP5 v5.3.3 | Vicibox 3.1.15 Redux| Single Server | No Digium/Sangoma Hardware | No Extra Software After Installation | Pentium(R) Dual-Core CPU E5700 @ 4.00GHz | 1 TB Hard Drive | 4GB RAM

Customers are complaining that the agents have already called them.

[williamconley]

turn off lead recycling. it often misfires. if turning it off resolves the issue immediately, you can consider whether you want to turn it on and troubleshoot it or if you want to just turn it off like everyone else and reset the entire campaign instead of micromanaging individual leads which tends to cause those leads to become negative (calling someone several times in a row to get ahold of them generally has a negative effect ... but calling them again the next day along with everyone else is not as egregious).

[sayantandas]

turn off lead recycling. it often misfires. if turning it off resolves the issue immediately, you can consider whether you want to turn it on and troubleshoot it or if you want to just turn it off like everyone else and reset the entire campaign instead of micromanaging individual leads which tends to cause those leads to become negative (calling someone several times in a row to get ahold of them generally has a negative effect ... but calling them again the next day along with everyone else is not as egregious).

ok. are you suggesting we should manually recycle the leads?
Also, while I agree calling customers again in a span of two or three days may not be that bad, but leads who are now our customers should not be getting a call.

[williamconley]

I am saying you should "reset the list" after you have dialed ALL the leads in it or daily with the "daily reset" field available in the list. If you micromanage beyond this you are likely wasting IT time (which I believe is a crime in this jurisdiction).

Recycling individual leads is redundant. The "recycling" of a single lead because of the status being "busy" or "No Answer" is handled by "resetting the entire list" and allowing Busy and No Answer as dialable statuses. This recycles the entire list whether it be 100 leads or 1,000,000 leads quite efficiently. Whether you choose to reset the list on a scheduled basis or upon "empty" is up to you, of course, but the concept of trying to hit "certain" leads harder than others inevitably turns out to be counterproductive. IMHO