Call Back Holds re-appearing before they are supposed to...

[t3direct]

Hi guys,

We've been having issues with our Call Back Holds. Many of our agents are reporting having set leads for call backs on specific dates and times with the call back disposition, and the leads end up instead appearing in the hopper again well before the set date and time. Sometimes they appear back in the dial hopper immediately sometimes several days later, either way, they are not being taken out of the hopper for the period of time they are being told to.

Any help would be appreciated. Thank You!

Running OpenSUSE 11.3 (x86_64),
Asterisk 1.4.27.1-vici,
Vicidial VERSION: 2.4-317a, BUILD: 110602-0941
Apache/2.2.15 (Linux/SUSE)
MySQL client version: 5.1.46
Single Server
Hosted In-House

[williamconley]

turn off lead recycling and verify that you do not have any of the callback statuses in question set as "dialable statuses" in the campaign.

[t3direct]

Lead recycling was off, and none of the call back statuses were set as dial-able in any of the campaigns. I'm not sure what else could be the issue...

[williamconley]

At this point the question must be asked: How did you install your server? Was it from Vicibox or GoAutoDial .iso, or a manually installed system?

Of course, you'll need to trace a single instance of this to see what path the call took. Start with the lead record (search for a lead) to identify the number of calls and the dispo at the end of the call and then trace the uniqueID through the call logs (which may need to be turned on if they are not ...). Change it from "the agents said this happened" to "according to the logs, this happened". This quite often identifies the problem as being somewhere between the keyboard and the seat of the workstation (if you're lucky, that is).