no disposition timeout auto status

[saidmsl]

Hi,

is there a possibility to force a dispo status in case the agent do not hangup and statuate the call between an amount of time?

Rgds

[williamconley]

1) Welcome back to the party!

2) You've been here a while, so you already know this, but I'll say it again:

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

[saidmsl]

Hi,
if it's a technical question to installation, i agree , but i'm speaking in general :
does vicidial offer this feature? or not?
Rgds

[saidmsl]

imagine an agent in call, disposition status is popup and client has hangup the call.
till the agent select and submit the disposition, he will not receive any further calls? isn't?
so the agent can easily stop working and do something else not productive.

[williamconley]

it is a technical answer. And the answer depends on your version in many scenarios. Those of us who answer questions for free appreciate it if we do not have to constantly harass people to list this information, which means that if they simply post it on each post, we have the information and do not need to continually ask. In some cases, this is because the information is necessary to answer the question (such as: certain features are available in certain versions of this software, but not on others). Also, in case it has not occurred to you, it is entirely possible that someone in the future will have a similar question AND have the same version of the software that you have. Wouldn't it be cool if some great (unnamed) search engine in the iSky would bring that future user to this page with a similar question and the same version. Without me having to harass you into supplying this free information to get free support while using this free software to make money.

Rant over.

Now: Are you talking about "when the agent does not hang up" (which would be an ERI status from an agent walking away from his computer at the end of the day without logging out)? Or .. are you looking for a timer on all calls in a campaign (ie: if the call does not end in 2.5 minutes, dispo as "No Sale!" and get the agent another call)?

Oh, and in case I forgot to ask earlier: Could you post your specs, as this does tend to make this site more useful for everyone. And it would make the answer to both of the questions above possible. Because older versions of the software have neither, whereas recent versions have both ...

[saidmsl]

OK
my specs :
Goautodial 2.0 32bits | updated to latest trunk : VERSION: 2.6-370a -BUILD: 120529-2112 , Asterisk 1.4.44 , Single Server | No Digium/Sangoma Hardware | No Extra Software After Installation| all packages updated (mysql-server 5.5.23, httpd 2.2.22, php 5.3.14) | Intel(R) Core2 CPU 4400 @ 2.00GHz , 2GB memory

this is a test server , no production server. and i don't use the goautodial interface.

this is the second option :
"are you looking for a timer on all calls in a campaign (ie: if the call does not end in 2.5 minutes, dispo as "No Sale!" and get the agent another call)"
you explain it better than me.

Thanks

[williamconley]

Timer Action - This feature allows you to trigger actions after a certain amount of time. the D1 and D2 DIAL options will launch a call to the Transfer Conference Number presets and send them to the agent session, this is usually used for simple IVR validation AGI applications or just to play a pre-recorded message. WEBFORM will open the web form address. MESSAGE_ONLY will simply display the message that is in the field below. NONE will disable this feature and is the default. HANGUP will hang up the call when the timer is triggered, CALLMENU will send the call to the Call Menu specified in the Timer Action Destination field, EXTENSION will send the call to the Extension that is specified in the Timer Action Destination field, IN_GROUP will send the call to the In-Group specified in the Timer Action Destination field.

[saidmsl]

Thanks;
i saw this feature in the manual , but is it like that :

if the agent has hangup (click on hangup button) or customer has hangup but did not set the disposition status, this time start from this event or from the call start?
where do we set the disposition status? in Timer Action Destination?

[williamconley]

Perhaps you should Test It. Set up a fake campaign with your cell phone on it, call yourself a few times. Attempt to sell yourself before the timer runs out ... change the settings on the timer to see what the effect is. You'll get it.

[joako]

Along these lines, could we auto dispo when the agent has not disposition in a certain time?

For example:

Call ends and disposition screen is displayed
Agent is slacking and 45 seconds elapse and no disposition is entered
Automatic disposition of (hidden) "Failed to disposition" is selected
Report is run and agent is reprimanded

[williamconley]

That feature has been mentioned many times, but I do not believe it has actually been officially requested ... or Sponsored. Many call centers would thank you for sponsoring it. XX seconds "dispo" = log agent out of session and "disable" for re-login until Manager reactivates. This would be a marvelous feature that I'd love to add myself. LOL But to date, no client has actually offered to pay PoundTeam for it.

If you check with The Vicidial Group first, you may find it is not too expensive (or even that it is already in progress ... they do not share their worklist with me!).

[joako]

I just got back from a project meeting where we discussed termination based on specific statistics. We determined there is everything in place where it would not be infeasible to disable your computer account and even disable the user from the access control system.

I haven't looked at the code, but I think the logout can be a simple javascript modification? Since already there's an action that triggers the disposition screen all that's needed is a timer and further events in my unfounded opinion.

[saidmsl]

Hi,

i have looked at the source code and tried to make some calls and time action is not for what we need - or the authors can explain it better if i'm wrong.
we will need to add this feature .
yes everything is there . just add the javascript code and the setting in the admin
we can set either to logout / lock the screen agent , or let it receive further calls

idea :
campaign setting :
No disposition timeout (seconds) :
Auto-disposition status Code : (should be exists in system status)
Action : lock screen/ logout / continue

@williamconley : are you interested to do it? if so, send me a proposal. i'll see if i can sponsor it with my boss.

Rgds

[williamconley]

You should check with The Vicidial Group first and offer to sponsor the project, especially since they may have begun this project already! It would be a shame to duplicate effort.

Also: The Vicidial Group can Guarantee that the upgrade lands in the Codebase Trunk and becomes part of the software permanently. Whereas we can only submit and hope.

That being said, we'd be happy to do it, of course! You'd have to be a PoundTeam customer to get a quote (we require direct contact for quotes, of course). Far too many "give me a price!" with no actual income. Can't jump on every single one of them.

[saidmsl]

Hi,

sorry, was busy with other projects.

got it work using the same settings :
Timer Action: choose to "AUTODISPO"
Timer Action Message: specify the Status Code
Timer Action Seconds: specify seconds to wait before to auto disposition

then modifying the agent interface. works at least if the agent has hangup the call but did not select the disposition in the period allocated.

Rgds

[williamconley]

you should post your mods to the agent interface in an issue tracker along with your admin changes and what this accomplishes when used together (ie: new feature!!)

Excellent postback.

[renjith156]

Hi,
Disposition status is not displaying after the call is hungup by the user. It will display only when the agent hunup the call. plz help me for this issue....

what i want is disposition status will display wen the user hungup the call

[renjith156]

Hi,
Disposition status is not displaying after the call is hungup by the user. It will display only when the agent hunup the call. plz help me for this issue....

what i want is disposition status will display wen the user hungup the call

[williamconley]

1) Welcome to the Party!

2) You should not hijack someone else's post, it causes your post to be "lost in the pile". Create your own topic with your subject line so it can be found by others easily.

3) You are obviously a newbie, so here are some newbie Suggestions to help you on your way:

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

4) The agent must press Hangup Customer when the agent is done. This allows the agent to specify when they are done with the call. There is no viable way around this within Vicidial. An external app could be written to hang up the agent and push them to the dispo screen automatically, but that would be utilizing the agent API. Of course, any agent who stays on a call after the prospect hangs up would show as on a "DEAD" call in Vicidial so they are easy to spot. The question is, what is your actual problem? Agents staying in dead calls to get paid for not talking?