Alt Number Dial - Status for Each Alt Number?

[TroyD]

We just upgraded to ViciDial Version 2.0.5-174, Build 90522-0506. We upgraded to take advantage of the Alternate Number dialing.

Our issue is that we cannot see a status for each of the ALT numbers. We recognize that the Lead status gets updated when an agent gives a connect status to a number, but we cannot tie that status to that number. We need to maintain a status for each number so that if we recycle the list, it knows which numbers were dispositioned as bad numbers so they won’t get called again. It seems to us that the vicidial_list_alt_phones table should have a status field for each of the numbers.

OR does the dialer look at the vicidial_log to determine if it should dial an alt number again?

Can somone explain how the dialer knows how to deal with alt numbers. For example, I call a lead on the primary number and it is Wrong person. Then that triggers an alt dial and the alt number results in a spoke with disposition. Or even gets somone that says you have wrong number. What stops the dialer from calling it again if there is no status field in the vicidial_list_alt_phones table?? Hope this makes sense..

[mflorell]

Are you doing manual alt number dialing or Auto-alt-dial?

[TroyD]

Are you doing manual alt number dialing or Auto-alt-dial?

All Auto no manual dialing..

[mflorell]

Those should all be stored in the vicidial_log table.

We have made a number of bug fixes and enhancements to auto-alt-dialing in the more recent SVN trunk code versions.

[TroyD]

I definately see all the statuses of the Alt-dial numbers in the Vicidial_log table, however is the dialer looking at the statuses within this table to determine weather or not to dial the Alt number based on its status in the Vicidial_log table..??

[mflorell]

That is how it is supposed to work, but there are some cases where it doesn't work properly in 2.0.5 which have been fixed in SVN trunk

[TroyD]

OK, I will have a look at the latest SVN trunk and try to upgrade our server(s) to the latest..

Thanks for your help..

[TroyD]

The Upgrade to the SVN code seemed to resolve the multiple agents in the same conference room. However now it seems that on occation it will dial the same alt number for a lead over and over again even though it is dispositioned with a status that is not in our dialable list for that campaign.
I just had a rep call me and state that it was calling the same number over and over again even though he dispositioned the call as "WPN" (Wrong person or Number) which is not on our dial statuses for the campaign.. WPN is a status that triggers alt-dial for a lead, but in the Vicidial_log I saw the same number called 3 times and all of the calls had a WPN status. The alt_dial column said X2 for all calls. So it seems like it is calling the same alt dial number several times over. Any suggestions?
Here are the rows from the vicidial_log. (changed number dialed to 5555555 to protect the callee)

1260369048.4501 135504 740 SALESLST 2009-12-09 09:30:57 1260369057 1260369069 12 WPN 1 9735555555 5282 F13AA4FB-E3A5-4213-9455-4608A6EFB635AUTO N SALES2 AGENT X2
1260369429.4508 135504 740 SALESLST 2009-12-09 09:37:22 1260369442 1260369466 24 WPN 1 9735555555 5282 F13AA4FB-E3A5-4213-9455-4608A6EFB635AUTO N SALES2 AGENT X2
1260369467.4514 135504 740 SALESLST 2009-12-09 09:37:54 1260369474 1260369481 7 WPN 1 9735555555 5282 F13AA4FB-E3A5-4213-9455-4608A6EFB635AUTO N SALES2 AGENT X2
1260370575.4527 135504 SALESLST 2009-12-09 09:57:08 1260370628 1260370629 1 NA 1 9735555555 VDAD F13AA4FB-E3A5-4213-9455-4608A6EFB635 N NONE X2

[mflorell]

Do you have the same number in more than one place for that lead?

[TroyD]

I checked that as well, but no, it is only in there once. It has happened now on several occasions. This is what originally prompted me to ask how the dialer deals with the statuses of Alt numbers and where it gets them from. (since there is no status for the number in the Alt phones table like there is for primary phones in the vicidial_list table.)

[mflorell]

Auto-alt-dialing is triggered upon hangup of a call that doesn't go to an agent or disposition of a call that does go to an agent.

If is it trying the X2 number over and over it probably thinks that is was on the X1 number for the dial before that.

Can you reproduce this on demand?

[TroyD]

Yes, Just tried it again this morning and it has called the same lead over 10 times in succession on the X2 number for them, so for now, we are shutting off alt dialing until it gets stable. We will possibly contact you for support again if you think this is an issue on our config and not the application..

[mflorell]

We do have several clients using this in production with the extended alt-dial numbers, so we might be able to help you troubleshoot this.