Urgent - Dial Method and Auto Dial Level issue

[Vici687]

Dear all, i am newbie to the world of Vicidial and therefore i hope friends here will pardon me for my naivety if its too basic but we are all here to learn.

Well, we have installed VD & set it as predictive dialer and the issue is we have 5 agents and 10 lines and a lead which has , lets say 100 numbers. Now ideally we want 5 calls to be connected to these 5 agents at one time and so on but what happens is that instead, the dialer dials 10 numbers, and these 5 agents get 5 calls but remaining 5 are dropped. I guess that is because of the total 10 lines that we have. So i tried a lot to play around the Dial Method and Auto Dial Level settings but could not figure out how to set these.

Any help will be appreciated. VD version is 2.4

Vici-Vici

[callcrazy]

It's your auto dial level. Sounds like it's set to around 2 and maybe should be set to 1.

You will also want to add your setup versions and hardware to your footer or post to every msg before others get on you about that. It's very helpful in diagnosing and solving an issue.

[DomeDan]

And dial method should be Ratio in your case, dont use adapt for less then 25 agents or something like that because it wont work (theres more topics regarding that on this forum)
set ratio to 1 and raise to 1.2 etc if its to slow.
and set "Available Only Tally" to Y

[williamconley]

1) Welcome to the Party!

2) Some hints to help you along on the forums:

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

3) There are a lot of settings involved in Vicidial. One of the best ones is Available Only Tally (important) and one that is easily overlooked is "max calls per second" under Admin->Servers. In your case, this number should be ONE. Not 5 or 25 or 100 ... ONE (1). Also, be sure to set the max trunks/channels to the number your VOIP provider has given you so you don't exceed your limit by accident.

Setting the calls to one per second will "spread out" the calls so that your first agent who answered a call may actually be Off the phone again before the next call answers. This smoothing effect can cause the wait time to be low and the dropped calls percentage to be lower at the same time.

then you work out the Dial Ratio to keep your dropped calls low and your wait time low with that spread in place. We do offer a three hour basic vicidial course, and we also offer "babysitting" service where we can have a technician look at your live system and make suggestions.

But in the end remember that goal: Short wait time, Low dropped calls percentage. As you make whatever changes you make, keep your eye on that goal.