Guides in Handling Vicidial

Contents

Restart Vicidial Monitor Vicidial Troubleshoot Vicidial

RESTART VICIDIAL 1. Restart vicidial server everyday by the end of shift.

Log in to vicidial server using putty Log-in: root Password:gk9208923)# Then issue this command [ shutdown r now ]

MONITORING
1. Some Rules in monitoring Vicidial Agent wait time must not be more than 30 secs. Number of agents in call must be greater than agents waiting. Drop call percentage must not be greater than 5 percent. Make sure that dialable leads and leads in the hopper is not zero.

2. Changing the Dial level Dial level must be changed from time to time depending on the status of the calls. Dial level must be increased gradually if agents are waiting for calls for a long period of time and must be decreased gradually if a lot of calls are on queue and are being dropped already. Increasing the dial level Start by increasing it by [ 0.05 ] if calls are still not coming in increase it by [ 1 ] Decreasing the dial level Start by decreasing it by [ 1 ] if a lot of calls are still being dropped decrease it by [ 0.5 ] gradually.

TROUBLESHOOTING VICIDIAL
NOTE: make sure that all agents are logged out of vici when performing database fix and server restart.

Common problems and solutions 1. No leads in the Hopper - leads in hopper is 0 after changing the leads after 3 mins.

Issue this command in putty

[ /usr/share/astguiclient/AST_VDhopper.pl debugX ]

2. If no calls are coming or calls are being placed but calls are not transferred to agents Check if the prepaid balance in APNTELECOM is not zero or negative. Log-in to http://portal.apntelecom.com/ApnPortal/login.apn Username: Luexson@gmail.com Password:gk9208923

3. If pre-paid balance is not zero or negative but still no calls are coming in or transferred to agent try to run a database check/fix. Issue this command in the CLI via putty. mysqlcheck -u cron -p --auto-repair --all-databases password: 1234

*after the repair is done restart the server