Really cool project (for me)

[aemae]

I thought of something that can make my life here at work a lot easier... Once an agent here gets an appointment they have to call a separate company to get some information... you have to wait 15-30 min on hold, and once the agent at the company answers you must conference in the client for verification questions and then the information is released... as you could imagine... the wait time sucks... calling the person after 30min to find they don't answer or the line is busy results them having to wait all over again... which sucks...

I was thinking of creating a campaign for this purpose where essentially as many instances would be dialed simultaneously, and as soon as the agent answers you would be connected... I intend to flood there database with calls, so that if you need an agent you could have a wait time of around 1 minute rather than 30...

How would this be done with vicidial? Thank you so much!!

[williamconley]

That's interesting. You could try a campaign for that purpose, but you'd need some way for agents to see which ones have been "live" the longest and grab those.

Scenario, you set up a campaign that autodials to your annoying TPV and puts the call in an otherwise empty conference room. If you have agent log in wrong (using the nophone option/method), these outbound calls will land in conference rooms without agents during the hold session.

If those "fake agents" are visible to your real clients, in the view other agent status pane in the agent screen, it is possible that an agent could see the "readiest" one and conference their client with that conference room ... and enjoy a shorter wait time.

But the danger is that those calls could last forever. If the TPV puts you on hold ... you'll not have anyone in that room to terminate the call. Also, I'm not sure if the "disable dispo" will allow those fake agents to continually rotate upon call termination. But it's possible.

[aemae]

First off whats is a TPV? lol
Okay so would I have to set up a separate campaign solely for this? Because the agents are obviously in a predictive dialer campaign, how would i link those 2 campaigns? Can you view other agents in other campaigns? What we usually do is we pause the vicidial and conference and do the wait time on the normal office phone so they may dial while the office phone id on hold with hold music... but usually they just bullshit with each other and don't use the time wisely to increase their efficiency... may wonders never cease lol... So we don't ever do the 3 way on vicidial, but Id love to incorporate this part of our sales process into vicidial, which would free up some more lines for Live Lead transfers.

[williamconley]

TPV = Third Party Verification

Sep campaign definitely with just the number for the TPV in it (a whole lot of them, of course, but just that one number thousands of times).

The campaigns are not to be linked. the agent wanting a TPV link would check the available agents pane and conference directly to the "busiest" agent (ie: the one who has been on a call the longest). These agents are fake. They are not in real calls. The calls they are on are just "hold" until the answering party hangs up, then the call would terminate and regenerate. But when regneration happens, the new call will show a short duration. So longer call duration = been on hold longer = shorter wait time to get to an actual agent. The "link" is merely the number to dial to conference to that fake agent. The trick is getting the conference number for those agents to the agents wanting to link to them. So you may need to set up the fake agents with the Name of the conference room they are in. If this all works, that is. LOL