GOautodial Open Source Omni-channel Contact Center Suite

it based on the ring startegy(Next Agent) selected in the campaign

Next Agent Call
- This determines which agent receives the next call that is available:
- random: orders by the random update value in the vicidial_live_agents table
- oldest_call_start: orders by the last time an agent was sent a call. Results in agents receiving about the same number of calls overall.
- oldest_call_finish: orders by the last time an agent finished a call. AKA agent waiting longest receives first call.
- overall_user_level: orders by the user_level of the agent as defined in the vicidial_users table a higher user_level will receive more calls.
- campaign_rank: orders by the rank given to the agent for the campaign. Highest to Lowest.
- campaign_grade_random: gives a higher probability of getting a call to the higher graded agents.
- fewest_calls: orders by the number of calls received by an agent for that specific inbound group. Least calls first.
- longest_wait_time: orders by the amount of time agent has been actively waiting for a call.

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striker
striker24x7.blogspot.com

Hello Striker,

Thank you mate for your response. The above explained strategy is with respect to incoming calls. What will be the behavior of the Vicidial for outgoing calls? I am sorry for not mentioning Vicidial behavior w.r.t outbound calls in my first post.

Regards,

Hussain Haider

for incomming calls it will take the method selected in ingroups
for outgoing calls it will take the method selected in camapign detail view.