Confusion of meanings and how Auto Dial works

[Jay2k477]

Hi.

I have a campaign that runs with c.20 advisors. I want to increase the speed of calls coming through to the advisors.

My Auto Dial is set to 1. This means i will dial 1 line per advisor right? My dialling method is adapt average and drop limit is 2.5%

Are there any tips on how to decrease the wait time per advisor?

Thanks,

[Lozza]

Ok press the "?" button next to auto dial and you'll see that if you are using adapt average, changing the autodial level won't change anything...

click detail view, and look for "Maximum Adapt Dial Level", this will affect the volume of calls your making, if you are using adapt average...

play about with it... and see what it is on now? simply increase it if you wish to increase your calls.

and press the "?" button next to dial method and Maximum Adapt Dial Level for a better explanation...

[williamconley]

I do not recommend Adapt until you have 50 agents (30 is sort of a "bare minimum"). As you have experienced, it will drop to 1:1 dialing pretty often if you have too few agents.

Switch to Ratio and find a nice number around 2.5 that will keep your agents busy but not drop too many calls. After you have that workin', you can experiment with other settings. Word of caution: Do not use any of the Adapt settings unless you are IN adapt mode, and do not change any of those adapt settings beyond 1 or 2 (don't go for the 10th setting, keep it closer to normal). And remember: Don't use ANY adapt settings when not in adapt.

Also:

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)

You should also post: Asterisk version, telephony hardware (model number is helpful here), cluster information if you have one, and whether any other software is installed in the box. If your installation method is "from scratch" you must post your operating system and should also post the .iso version from which you installed your original operating system. If your installation is "Hosted" list the site name of the host.

If this is a "Cloud" or "Virtual" server, please note the technology involved along with the version of that techology (ie: VMware Server Version 2.0.2). If it is not, merely stating the Motherboard model # and CPU would be helpful.

Similar to This:

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

[ZoVoS]

if you have around 10-20 however you can set the "agents waiting for calls" to around 3-6 and adaptive dial will just about work with some tweaking. But you will have to watch it like a hawk while you find your optimum settings.

[williamconley]

Watching adapt like a hawk completely defeats its purpose. The purpose of Adapt is to make these minute adjustments automagically so the manager does not have to.

In a room with 50 agents, the wait time can be reduced to a few seconds, but only if you tweak it constantly (or use adapt).

With only 10-30 agents, your wait time will never be that good, but can be under 30 seconds if your Ratio is set properly. As a rule ratio works much faster and for a longer period of time with very little interaction. And most importantly: No sudden hiccups (oops, we're at 1:1 dialing and the manager is at lunch so everyone will have a 2 minute wait between calls ...).

All this, of course, is predicated on the need to minimize the drop ratio for legal reasons as well as wasted resource reasons (leads are $$).