Re: Maximum number of agents on a server

Re: Maximum number of agents on a server

by mflorell » Thu Jan 11, 2018 6:08 am

The highest I've seen successfully per server was 100 agents used in an inbound only application with no waiting calls. For slow manual dial outbound I've seen a system that was able to handle 60 agents without too many issues. We usually recommend 20 agents per dialer for most applications. The largest production cluster we've had running was using a total of 850+ agents across 15 dialers with 5 web servers.

vicidial statuses

NEW - New Lead - Lead has not been called, or cannot be called
	QUEUE - Lead To Be Called - Lead is about to be sent to an agent
	INCALL - Lead Being Called - Agent is talking to the lead
	DROP - Agent Not Available - Call was dropped while customer was waiting for an agent
	XDROP - Agent Not Available IN - Call was dropped while customer was waiting for an agent on an inbound call
	NA - No Answer AutoDial - Any outbound call that does not receive an Answer signal(or other signal) from the carrier. This can include ring-no-answer, disconnected, carrier congestion and other errors
	CALLBK - Call Back - Callback, both scheduled and non-scheduled
	CBHOLD - Call Back Hold - Scheduled ANYONE callback that has not hit it's trigger, or an AGENTONLY callback
	A - Answering Machine - Agent-defined Answering Machine
	AA - Answering Machine Auto - Dialer-defined Answering Machine
	AM - Answering Machine Sent to Mesg - AMD(Answering Machine Detection) call sent to a message to be played
	AL - Answering Machine Msg Played - AMD(Answering Machine Detection) call sent to a message and message has been played
	AFAX - Fax Machine Auto - Dialer-defined Fax Machine
	B - Busy - Agent-defined Busy signal
	AB - Busy Auto - Carrier-received Busy signal
	DC - Disconnected Number - Agent-Defined Disconnected number
	ADC - Disconnected Number Auto - Carrier-received Disconnected number
	DEC - Declined Sale - Agent-defined status
	DNC - DO NOT CALL - If defined, lead will also go in the VICIDIAL DNC list
	DNCL - DO NOT CALL Hopper Match - status of a lead that matches the phone number of a lead that has been placed in the VICIDIAL DNC list
	DNCC - DO NOT CALL Hopper Match Campaign- status of a lead that matches the phone number of a lead that has been placed in the VICIDIAL Campaign-specific DNC list for this Campaign
	SALE - Sale Made - Agent-defined status
	N - No Answer - Agent-defined status
	NI - Not Interested - Agent-defined status
	NP - No Pitch No Price - Agent-defined status
	PU - Call Picked Up - Status that a call is changed to as soon as the carrier has sent the Answer signal and before the call is sent on to an agent
	PM - Played Message - outbound broadcast or SURVEY campaign status for when a message has been played to the customer
	XFER - Call Transferred - Call has been sent from an agent to a Closer agent
	ERI - Agent Error - An agent has closed their browser before dispositioning a lead
	DONEM - Agent placed a manual dial phone call and then closed their browser before dispositioning a lead
	SVYEXT - Survey sent to Extension - Survey outbound campaign status only
	SVYVM - Survey sent to Voicemail - Survey outbound campaign status only
	SVYHU - Survey Hungup - Survey outbound campaign status only
	SVYREC - Survey sent to Record - Survey outbound campaign status only
	HXFER - Hold Recall Transfer to another in-group
	HOLDTO - Hold time option call termination on inbound call
	QVMAIL - Queue Abandon Voicemail Left
	RQXFER - Re-Queue Transfer back to agent
	CPDATB - Sangoma Call Progress Detection CPD All-Trunks-Busy
	CPDB - Sangoma Call Progress Detection CPD Busy
	CPDNA - Sangoma Call Progress Detection CPD No-Answer
	CPDREJ - Sangoma Call Progress Detection CPD Reject
	CPDINV - Sangoma Call Progress Detection CPD Invalid-Number
	CPDSUA - Sangoma Call Progress Detection CPD Service-Unavailable
	CPDSI - Sangoma Call Progress Detection CPD Sit-Intercept
	CPDSNC - Sangoma Call Progress Detection CPD Sit-No-Circuit
	CPDSR - Sangoma Call Progress Detection CPD Sit-Reorder
	CPDSUK - Sangoma Call Progress Detection CPD Sit-Unknown
	CPDSV - Sangoma Call Progress Detection CPD Sit-Vacant
	CPDUK - Sangoma Call Progress Detection CPD Unknown
	CPDERR - Sangoma Call Progress Detection CPD Error
	TIMEOT - Inbound call Drop Timeout, call waited until drop-seconds and was sent on to the drop action
	AFTHRS - Inbound after hours drop, call received outside of in-group call time
	NANQUE - Inbound no agent no queue drop, no agent logged in
	RAXFER - Remote Agent API transfer
	ALTNUM - Agent manual Dial Alternate number dialing, number dialed before final disposition
	DISPO - Agent in disposition screen when they closed their web browser wiithout selecting dispisition
	WAITTO - Wait time option call termination on inbound call
	PDROP - Pre-routing dropped call, call hung up the instant the Answer signal is received
	IVRXFR - Outbound drop to Call Menu
	SVYCLM - Survey sent to Call Menu - Survey outbound campaign status only
	MLINAT - Multi-Lead auto-alt-dial lead set to inactive

https://github.com/inktel/Vicidial/blob/master/docs/VICIDIAL_statuses.txt
http://vicidial.org/docs/VICIDIAL_statuses.txt

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