Re: CHAT CUSTOMER AND RECEIVING A CALL AT THE SAME TIME

by mflorell » Mon Dec 18, 2017 7:05 am

No, chat was designed to work like a phone call, so the agent can only handle one per session. This is also because it would be very difficult to accurately log time per chat if agents were rapidly switching between multiple active chats. We usually recommend clients that want to handle more than one chat session at a time should create additional logins and open up additional vicidial agent screens using those logins.

hide customer number in agent interface

Re: hide customer number in agent interface

by covarrubiasgg » Wed Nov 08, 2017 3:41 pm

Disable Alter Customer Phone -If set to Y, does not change the customer phone number when an agent dispositions the call. Default is Y. Use the HIDE option to completely remove the customer phone number from the agent display.

Auto Login videowall agent

Re: Auto Login videowall agent

by blackbird2306 » Thu Nov 02, 2017 9:55 am

To send username and password with a URL, we use this scheme:

http://username:password@server/vicidial/realtime_report.php

or to start directly with WALL_4 :

http://username:password@server/vicidial/realtime_report.php?report_display_type=WALL_4

A few security things that you should be aware of:
1. Anybody who has this url can login to the site. You may want to update the password periodically.
2. If you use http instead of https for the url then the url will be sent unencrypted. If someone is sniffing your traffic they would be able to see the username and password in the url.

vicidial call logs

Re: capturing numbers in call menu

by mflorell » Fri Oct 27, 2017 12:37 pm

The numbers would be logged in the vicidial_did_log as soon as the call enters the system, so that's probably the best place to grab that data from.

removing digits on CID for incoming calls

Clean CID Number -This field allows you to specify a number of digits to restrict the incoming caller ID number to by putting an R in front of the number of digits, for example to restrict to the right 10 digits you would enter in R10. You can also use this feature to remove only a leading digit or digits by putting an L in front of the specific digits that you want to remove, for example to remove a 1 as the first digit you would enter in L1. Default is empty. If more than one rule is specified make sure you separate them with a space and the R will run before the L. 

ON DID settings 

List resets all statuses including DNC

List resets all statuses including DNC to dailable

by SPAMSAM » Fri Oct 13, 2017 9:19 am

When I reset a list It resets all statuses including DNC and SALE to dialable, even though they are not listed under Dial Statuses in the campaign.

I have already run a database repair and am pretty sure its just a setting that I'm missing somewhere.

Which setting could cause vicidial to do this?

VERSION: 2.9-441a
BUILD: 140612-1628 
Asterisk: 1.8.23.0

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Re: List resets all statuses including DNC to dailable

by mflorell » Fri Oct 13, 2017 10:25 am

That's exactly how it is supposed to work, it has always worked that way, for over 14 years no

List specification in a campaign

List specification in a campaign

by antuan » Mon Oct 09, 2017 4:22 pm

hello, 

i would like to help me with something about outbound calls.
I have one campaign that has 5 lists from which only 2 are active(Y) at this moment and the rest are inactive(N).
When agents are logging in the specific campaign they receive calls at Hopper from the 2 active lists.

The question is:Can i choose from all the agents in the campaign a specific agent that he will see only 1 from 2?

For example i want from the 5 agents, 4 to be able to see both lists and 1 of them to be able to see the one i will choose.
with few words to be more understandable i want to determine to specific agents the lists that are able to work with in a campaign.

The specific problem doesn't exist with the inbound calls, because there i can choose the agent that will accept the inbound calls i wish.

Thank you.

Vicibox 6.4 from Vicibox_v.6.0.x86_64-6.0.4.preload.iso | Vicidial VERSION: 2.12-565a BUILD: 160827-0917 | Asterisk 1.8.32.3-vici | Single Server | No Digium/Sangoma Hardware | No Extra Software After Installation

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Re: List specification in a campaign

by mflorell » Mon Oct 09, 2017 6:46 pm

If you use Manual dial mode and no-hopper dialing with owner-only dialing then you can do what you describe.

If you want to do this auto-dial, then you would have to use separate campaigns.

Re: Onhook feature for Incoming calls

Onhook feature for Incoming calls

by hiteshg » Fri Oct 06, 2017 12:44 am

SCRATCH INSTALL| Single Server | Sangoma PRI Card A101e (Single Port) | No Extra Software After Installation |Intel Xeon Quad Core | 16GiB RAM | 
OS- CentOS 6.8
Vicidial Version installed : 2.12-476a
Asterisk : asterisk-1.8.23.0-vici.tar.gz
DAHDI : 2.11

We have setup onhook feature for Incoming calls in a campaign.

Everything works fine when we test with a single incoming call and single agent.

The issue is when we have more multiple incoming calls and multiple agent login in this campaign the IP Phone / Softphone ring for the 1st call and rest call remains in the queue unless and until the first call is answered. 

We want when there are multiple Incoming calls in this campaign it should get allocate / transferred to the agent IP Phone / Softphone for the available agent. If the number of calls is increased then the number of agent rest of the calls can be in queue.

Re: Onhook feature for Incoming calls

by mflorell » Fri Oct 06, 2017 5:00 am

You just described exactly how on-hook inbound calls should work.

It is not designed for high-volume call centers. It is not designed for many calls in queue.

On-hook agent phones uses a lot of resources and greatly reduces the capacity of your system.

Re: Bulk Upload Audio Files

Re: Bulk Upload Audio Files

by mflorell » Sun Oct 08, 2017 1:15 pm

Have you tried seting the Sounds Update flag to Y on the servers in your cluster?

Re: Vtiger 7.0 integration to Vicidial

Re: Vtiger 7.0 integration to Vicidial

by mflorell » Sun Oct 08, 2017 9:42 pm

We stopped our in-depth integration with Vtiger several years ago. The last version it would work with is 5.1.0.

Solved: Access forbidden! on recording links

chmod -R 755 /var/spool/asterisk

http://www.vicidial.org/VICIDIALforum/viewtopic.php?f=4&t=30938

Report Discrepancy

Re: Report Discrepancy

by mflorell » Mon Oct 02, 2017 11:39 am

Those two reports pull that data from different log tables with different queries.

The Agent Status Detail report is pulling from the vicidial_agent_log

The User Stats page pulls that first data table from the vicidial_log and vicidial_closer_log table


Since the User Stats table is pulling data from two tables and adding them together, it's possible there are duplicates in there depending on how the call was handled.

For status summaries I'd say the Agent Status detail report, because it is pulling from a single table.

vicidial server replication

Yes, we have dozens of clients using master -> slave database replication. It's great for a backup solution on 24/7 operating call centers, as well as warm spare and running reports.

http://www.vicidial.org/VICIDIALforum/viewtopic.php?f=4&t=37688

Custom Fields

Custom Fields

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3 posts • Page 1 of 1

Custom Fields

by kennow » Tue Sep 12, 2017 2:36 pm

VERSION: 2.14-621a
BUILD: 170717-1444 
© 2017 ViciDial Group

Created two Custom Fields and in the summary of fields box one label is blue and one label is red. Is the red label color a sign of a problem?
Thanks
Kennow

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Re: Custom Fields

by mflorell » Tue Sep 12, 2017 2:41 pm

Red means you chose an existing vicidial_list field label. Blue means it's a new custom field.

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Re: Custom Fields

by williamconley » Sat Sep 16, 2017 2:02 am

kennow wrote:Is the red label color a sign of a problem?

It's a warning that this field will be *used* because it already exists. It will *not* be created. Not a bad thing, as long as you want to use an existing field. But if you wanted to create a new field named address2, you can't. Name it something else, such as addresstwo.

vicidial crontab entries

crontab -l 
### recording mixing/compressing/ftping scripts 
0,3,6,9,12,15,18,21,24,27,30,33,36,39,42,45,48,51,54,57 * * * * /usr/share/astguiclient/AST_CRON_audio_1_move_mix.pl 
#0,3,6,9,12,15,18,21,24,27,30,33,36,39,42,45,48,51,54,57 * * * * /usr/share/astguiclient/AST_CRON_audio_1_move_VDonly.pl 
1,4,7,10,13,16,19,22,25,28,31,34,37,40,43,46,49,52,55,58 * * * * /usr/share/astguiclient/AST_CRON_audio_2_compress.pl --MP3 
#2,5,8,11,14,17,20,23,26,29,32,35,38,41,44,47,50,53,56,59 * * * * /usr/share/astguiclient/AST_CRON_audio_3_ftp.pl --MP3 

### keepalive script for astguiclient processes 
* * * * * /usr/share/astguiclient/ADMIN_keepalive_ALL.pl 

### kill Hangup script for Asterisk updaters 
* * * * * /usr/share/astguiclient/AST_manager_kill_hung_congested.pl 

### updater for voicemail 
* * * * * /usr/share/astguiclient/AST_vm_update.pl 

### updater for conference validator 
* * * * * /usr/share/astguiclient/AST_conf_update.pl 

### flush queue DB table every hour for entries older than 1 hour 
11 * * * * /usr/share/astguiclient/AST_flush_DBqueue.pl -q 

### fix the vicidial_agent_log once every hour 
33 * * * * /usr/share/astguiclient/AST_cleanup_agent_log.pl 

### updater for VICIDIAL hopper 
* * * * * /usr/share/astguiclient/AST_VDhopper.pl -q 

### adjust the GMT offset for the leads in the vicidial_list table 
1 17,7 * * * /usr/share/astguiclient/ADMIN_adjust_GMTnow_on_leads.pl --debug --postal-code-gmt 

### reset several temporary-info tables in the database 
2 17 * * * /usr/share/astguiclient/AST_reset_mysql_vars.pl 

### optimize the database tables within the asterisk database 
3 17 * * * /usr/share/astguiclient/AST_DB_optimize.pl 

### VICIDIAL agent time log weekly summary report generation 
2 0 * * 0 /usr/share/astguiclient/AST_agent_week.pl 

### remove old recordings more than 7 days old 
#24 0 * * * /usr/bin/find /var/spool/asterisk/monitorDONE -maxdepth 2 -type f -mtime +2 -print | xargs rm -f 

### remove old vicidial logs and asterisk logs more than 2 days old 
28 0 * * * /usr/bin/find /var/log/astguiclient -maxdepth 1 -type f -mtime +2 -print | xargs rm -f 
29 0 * * * /usr/bin/find /var/log/asterisk -maxdepth 3 -type f -mtime +2 -print | xargs rm -f 

### Reboot for good measure 
#45 6 * * * /sbin/reboot

3-Way Call Outbound CallerID

Outbound Transfer

by williamconley » Thu Sep 07, 2017 8:37 pm

rheymzkilove wrote:Thanks william, 3-Way Call Outbound CallerID : change from Campaign to CUSTOMER  all good

http://www.vicidial.org/VICIDIALforum/viewtopic.php?f=4&t=37615

Losing CID

Losing CID

Moderators: gerski, enjay, williamconley, Op3r, Staydog, gardo, mflorell, MJCoate, mcargile, Kumba, Michael_N

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2 posts • Page 1 of 1

Losing CID

by tim33 » Sun Aug 27, 2017 10:02 pm

Web based GUI:
VERSION: 2.12-560a
BUILD: 160617-1427

Command line info:
ViciBox v.7.0.3-160505

In my campaign I have set Drop Action to CALLMENU. Dropped outbound calls that then go into a queue from the CALLMENU do not pass CID to the agent. Instead they pass something like Y8281228540000057045.

When customers call inbound and get the Callmenu the CID is passed to the agent.

The Callmenu settings for 1 are Route: Ingroup, Handle method: CID

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Re: Losing CID

by mflorell » Mon Aug 28, 2017 5:03 am

You need to set the handle method to CLOSER

Soundboard Delay After about an hour of use

Re: Soundboard Delay After about an hour of use

by mflorell » Mon Jan 23, 2017 6:18 pm

How many records are in the vicidial_manager table when you are having these issues? (select count(*) from vicidial_manager;)

Fix

The table is pruned every hour, but you can adjust a crontab entry to make it trim every 15 minutes if you like:

### flush queue DB table every hour for entries older than 1 hour (changed to 15 minutes)
11,26,41,56 * * * * /usr/share/astguiclient/AST_flush_DBqueue.pl --seconds=900 -q

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