Predictive Dialing Settings advise

[powehouse]

Hi,

We have 15 agents in our floor who does outbound. We're trying to tweak the predictive dialer settings to suit whats best for our requirements.

We basically want the floor hopping like everyone is on a call every min and 2 calls are always queuing for each agent. So once an agents hangs up and disposes the call another call is transferred right away.

Right now we're using this

Dial Method: Ratio
Autodial level : 5
Drop rate : 3%
Dial Level difference : 5 calls waiting for agents

Any suggestion guys?

Cheers!

[williamconley]

when you post, please post your entire configuration including (but not limited to) your installation method, vicidial version and build, 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.

Similar to This:
Vicibox X.X from .iso | Vicidial X.X.X Build XXXX | Asterisk X.X.X | Single Server | No Digium/Sangoma Hardware | No Extra Software After Installation

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 start doin that and I'll be much more tempted to "share" I love talkin about this stuff.

for instance: have you set your "calls per second" too high?

Do you get a lot of answers all at once (results in calls waiting), then they wear off and suddenly get a bunch at once again? (but now there's a dead zone with no calls in it)

set your calls per second lower to "smooth out" your responses. this means instead of 5 calls waiting, then 3, then 1, then 0 for 20 seconds you could have spread those calls out and perhaps had 1 call waiting the entire time.

Try 1 call per second for each 5 agents. (so 3 for you). And watch the CLI to be sure it "catches up" at some point every minute. Every second you SHOULD see 3 calls generate, almost constantly.

[okli]

I'd use similar settings and play with DIAL LEVEL DIFFERENCE TARGET, set it to a positive value if you want calls to be waiting for agents.

http://www.vicidial.org/VICIDIALforum/v ... 5002#35002

[powehouse]

Ooops! My bad william. Here it is


Vicidial 2.2.0-235 Build 100319-1708| Asterisk 1.2.30.2 | Multi-Server | No Digium/Sangoma Hardware | No Extra Software After Installation



Okay let me just clarify some things so we can be on the same page.

"Call per second" is the Auto dial or Dial level difference? I think I've set them too high resulting in what you said.

Do you get a lot of answers all at once (results in calls waiting), then they wear off and suddenly get a bunch at once again? (but now there's a dead zone with no calls in it)

Yes, this is what is actually happening in our campaign.

set your calls per second lower to "smooth out" your responses. this means instead of 5 calls waiting, then 3, then 1, then 0 for 20 seconds you could have spread those calls out and perhaps had 1 call waiting the entire time.

Try 1 call per second for each 5 agents. (so 3 for you). And watch the CLI to be sure it "catches up" at some point every minute. Every second you SHOULD see 3 calls generate, almost constantly.

I get what you are saying William. But I'm having trouble finding which of the predictive setting I should tweak. Let me see if I got this right.

Dial level to Ratio still.
I should change Auto dial level to 3 for 5 agents.
Dial time out to 10.
Drop call seconds to 5.
Dial level difference to --- 1 calls waiting for agent or 0 for BALANCED

Which setting is "call per second" ?

Thanks william.

In the meantime I will try what Okli suggested. But we find adapt settings to be a little slow in terms of dialing level compared to ratio but let me play with it again.

Thanks again guys!

[williamconley]

be careful with adapt settings and "agents waiting for calls" settings. go slow, do not overdo it (stay close to "balanced" for testing and ease it up, remember to change back to balanced immediately if you have any unusual system issues).

calls per second are defined Per Server (admin->Servers)

you can also set the Max Trunks per server to a low enough number to NOT overblow your bandwidth (kinda handy).

[powehouse]

I found max calls per second.

Max calls per second is 30 in our dialer. I find that too much.

So I went ahead and changed the calls per second to 3 just as you suggested.

So here is my settings now. Let me know what you think for our 15 agents setup.

Call per second: 3
Dial Method: Ratio
Auto dial Level: 3
Drop rate: 3%
Dial level difference: 0 --- Balanced
Drop call seconds: 5
Dial time out: 15

Cheers