Discussion: Relating to Predictive Dialing

[d001]

Hello, I hope you are all doing well.

For the past three months, we decided to use Vicidial for outbound and inbound calls. Initially, I had no knowledge about Vicidial, but I learned the basics through manuals and forums. I am pretty sure I still have much more to learn.

Our infrastructure is set up on a local server, specifically an HP Z620:

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vicidial11:~ #  lscpu
Architecture:             x86_64
  CPU op-mode(s):         32-bit, 64-bit
  Address sizes:          46 bits physical, 48 bits virtual
  Byte Order:             Little Endian
CPU(s):                   12
  On-line CPU(s) list:    0-11
Vendor ID:                GenuineIntel
  BIOS Vendor ID:         Intel
  Model name:             Intel(R) Xeon(R) CPU E5-2620 0 @ 2.00GHz
    BIOS Model name:      Intel(R) Xeon(R) CPU E5-2620 @ 2.00GHz
    CPU family:           6
    Model:                45
    Thread(s) per core:   2
    Core(s) per socket:   6
    Socket(s):            1


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vicidial11:~ # free -h
               total        used        free      shared  buff/cache   available
Mem:            31Gi       4.4Gi        23Gi       636Mi       4.5Gi        26Gi


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vicidial11:~ # lsblk
NAME   MAJ:MIN RM   SIZE RO TYPE MOUNTPOINTS
sda      8:0    0 465.8G  0 disk
├─sda1   8:1    0     2M  0 part
├─sda2   8:2    0    20M  0 part /boot/efi
├─sda3   8:3    0     4G  0 part [SWAP]
└─sda4   8:4    0 461.7G  0 part /
sr0     11:0    1  1024M  0 rom


We now want to use predictive dialing.

Here are some campaign details: I have configured a predictive campaign according to the manager manual:

Dial method: ADAPT_TAPERED
Auto Dial Level: 1.00
ADAPT OVERRIDE: Checked
Adapt Intensity Modifier: -2 (Less Intense)
Available Only Tally: Y
Available Only Threshold: NON-PAUSED_AGENTS
Available Only Time: 2100

It works okay; the dial plan is fine, and the logs are normal. However, the predictive calls are coming in very slowly. My agents have been logged in since 09:00 AM, and now it’s 11:00 AM, and they have only taken 34 calls.

In the CLI, I can see the calls being processed quickly: CALLS TODAY: 565. I have reduced the number of passing calls because two days ago, the calls were moving too fast, which is why I set the Adapt Intensity Modifier to -2 (Less Intense). This slowed things down a bit, but not significantly.

My manager believes it’s a server issue, but from what I see in the logs, it doesn’t seem to be.

I have read a lot, and the manual mentions that predictive dialing should be used with a large number of agents. Currently, we only have 3 agents, and I believe this is the root cause of the issue.

I’m posting this in the discussion section because I want to learn more about Vicidial from different perspectives, not just the development side.

Thanks in advance, and regards to all.

[carpenox]

Good day, I would start with the common issues for call connectivity. Are the DID's good? Are the leads good? Have you enabled carrier stats on the real time report? Lets start there and see where we can take it from the responses. You can also contact me thru any method below in my signature to work on the details and we can post the results back here to share with the community.

Chris

[d001]

Hello Chris,

Thank you for your response, I really appreciate it, and I apologize for the delayed reply as I haven't checked the forum.

The leads look fine, they are active, and I have active leads in my campaign. The DID seems fine as well, but I have only one active DID, which is connected to my user group, and the campaign is also linked to the user group. However, my campaign is set only for predictive and manual calls, so the DID is not being used.

Additionally, I enabled the carrier stats in the real-time report https://ibb.co/X2pWP18 and noticed that many of my lead numbers were showing as Busy or Congestion. We tried calling many of them manually, but they were unreachable, and the calls failed. I believe this issue stems from the leads our client provided.

I'll stay in touch with you if this issue occurs with our other leads.

I really appreciate your help.

Have a great day!

Denalda

[carpenox]

Well it could very well be carrier related but this statement makes me believe otherwise:

"However, my campaign is set only for predictive and manual calls, so the DID is not being used."

You say you only have one DID which does stand for Direct Inward Dial however, you also need DID's( Caller ID's) to be displayed to your customers as you are calling predictively or manually, so not having a wide range of DID's to be used for your outbound calling will 100% block most of your traffic if not all.

Chris

[d001]

Do you mean I should have several DIDs? Because I only have one, which is the number I received from the internet provider.

Regards!

[carpenox]

yes you should absolutely have many did's, you want to keep daily calls on each did below 100 calls if possible, buy enough dids to accommodate this, at least if you are in the USA or Canada

Chris

[d001]

I understood, thanks! I'll take care of this.

Actually, we are in Albania. I initially thought it wasn’t necessary because, as far as I know, the number we got from our internet provider can handle at least eight calls at the same time.

However, I'll make the changes and see how it works with multiple DIDs.

Thanks a lot, Chris.

Best regards!

[carpenox]

Yea the idea I mentioned is based for North American calling, you may be right with Albania, I am honestly not sure, I have never dialed to/from that area.

[d001]

I understood, but I'll keep an eye on it because I've studied this a bit and talked with our internet provider. We are now considering the option of separating the channels for each SIP. If this turns out to be the solution, I'll come back to post it. Thanks!