Outbound Autodial Customer HUNG UP Call Tagging as AGENT
Posted: Wed Apr 12, 2023 7:47 am
Outbound Autodial Customer Hung UP Call Tagging as term_reason 'AGENT' instead of 'CALLER' in vicidial_log table
When the customer is hanging up within 1 second of picking up the call FastAGI_log.pl sets up that call as ABANDON
term_reason 'ABANDON' update happened in vicidial_log from FastAGI_log.pl till below is set in vicidial_log table
Status => QUEUE
User => VDAD
After a 1 Sec status gets changed to INCALL and the user gets mapped as well but when the customer hung up before the INCALL status term_reason gets updated with ABANDON
When the agent disposes of the dead call with term_reason - ABANDON, vdc_db_query.php action - manDiaLlogCALL are checking term_reason in the vicidial_log table if it's other than CALLER it's updating term_reason as an AGENT.
Any specific reason to tag the ABANDON call as AGENT? Because in this way we will not be able to differentiate AGENT Hungup/Caller Hungup or any code release in which it got changed.
Please suggest.
When the customer is hanging up within 1 second of picking up the call FastAGI_log.pl sets up that call as ABANDON
term_reason 'ABANDON' update happened in vicidial_log from FastAGI_log.pl till below is set in vicidial_log table
Status => QUEUE
User => VDAD
After a 1 Sec status gets changed to INCALL and the user gets mapped as well but when the customer hung up before the INCALL status term_reason gets updated with ABANDON
When the agent disposes of the dead call with term_reason - ABANDON, vdc_db_query.php action - manDiaLlogCALL are checking term_reason in the vicidial_log table if it's other than CALLER it's updating term_reason as an AGENT.
Any specific reason to tag the ABANDON call as AGENT? Because in this way we will not be able to differentiate AGENT Hungup/Caller Hungup or any code release in which it got changed.
Please suggest.