Lot of ringing calls going to agents

All installation and configuration problems and questions

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

Lot of ringing calls going to agents

Postby vkad » Thu May 31, 2018 10:38 pm

No changes were made to the server, but since a couple of days ago we are getting a lot of ringing phones to the agents.

Sometimes the ringing goes on for minutes....I am lost as to whats happening. We use voipinnovations, are they a reliable carrier?
Vicibox 8.0.1 (Asterisk 13.21.0-vici) + Remote WebRTC Agents
Version: 2.14b0.5 | SVN: 2990 | DB Version: 1548
1 x DB + Web + Dialer - E3 1270 v6 + 16gb ddr4 + 256gb SSD
2 x Additional Dialer - E3 1270 v6 + 8gb ddr4 + 256gb SSD
vkad
 
Posts: 208
Joined: Thu Nov 09, 2017 3:46 am

Re: Lot of ringing calls going to agents

Postby williamconley » Thu May 31, 2018 11:05 pm

If a ringing call goes to an agent it's call "False Answer".

http://www.vicidial.org/VICIDIALforum/v ... =4&t=37340

However: VOIPInnovations is not known for this. They would likely fix the issue if provided with technical details of a few dozen calls. They should not be billing you for calls that are still ringing ... but the upline carrier is "fake answering" and then playing a ring tone. There is NO way for VOIPInnovations to know about this ... unless YOU tell them. So tell them and let them fix it. And switch to another carrier in the meantime. Always best to have at least three carriers "live and tested" anyway. This sort of thing happens a lot more than it should.

On another note: If you did not tell VOIPInnovations you were using a "dialer" and utilize the "dialer deck", you may want to work that out first. False Answer is rarely (never?) an issue for those not using a dialer. And using a Dialer on the cheaper NonDialer rate deck is not something they have a sense of humor about.
Vicidial Installation and Repair, plus Hosting and Colocation
Newest Product: Vicidial Agent Only Beep - Beta
http://www.PoundTeam.com # 352-269-0000 # +44(203) 769-2294
williamconley
 
Posts: 20018
Joined: Wed Oct 31, 2007 4:17 pm
Location: Davenport, FL (By Disney!)

Re: Lot of ringing calls going to agents

Postby vkad » Fri Jun 01, 2018 2:40 pm

We are using dialer with their dialer rates. We have agreed on 50-60% asr and acd we get around 18-19s

Have you heard of commpeak? How are they?
Any other recommendations for carriers please?
Vicibox 8.0.1 (Asterisk 13.21.0-vici) + Remote WebRTC Agents
Version: 2.14b0.5 | SVN: 2990 | DB Version: 1548
1 x DB + Web + Dialer - E3 1270 v6 + 16gb ddr4 + 256gb SSD
2 x Additional Dialer - E3 1270 v6 + 8gb ddr4 + 256gb SSD
vkad
 
Posts: 208
Joined: Thu Nov 09, 2017 3:46 am

Re: Lot of ringing calls going to agents

Postby vkad » Mon Jun 04, 2018 10:36 pm

Any other recommendations for carriers please?
Vicibox 8.0.1 (Asterisk 13.21.0-vici) + Remote WebRTC Agents
Version: 2.14b0.5 | SVN: 2990 | DB Version: 1548
1 x DB + Web + Dialer - E3 1270 v6 + 16gb ddr4 + 256gb SSD
2 x Additional Dialer - E3 1270 v6 + 8gb ddr4 + 256gb SSD
vkad
 
Posts: 208
Joined: Thu Nov 09, 2017 3:46 am


Return to Support

Who is online

Users browsing this forum: Google [Bot] and 87 guests