VICIdial Campaign/VOIP Configuration

My name is Brad Morgan. I am the IT Director at USA Medicare Advisors based in Fort Lauderdale, FL, USA. Our company specializes in Health Insurance and consists of two separate call centers, one here in Fort Lauderdale, FL and another in Atlanta, GA. Our offices consistently have about 45-55 sales agents on the dialer at one time. We currently have a custom implementation of VICIdial that was configured by a colleague that is no longer in the business. As of late we have been experiencing multiple issues regarding the dialer, please see examples below. We are currently building a new instance on AWS with the newest version of VICIdial and VICIbox so you will not have to work on this but your impute will be valuable. What we do need your immediate help with is creating a brand-new Campaign tailored directly to our company needs. This will include a Campaign created with all the correct settings specific to our call center needs, lists, ingroups, DID configuration, and users. I am sure there is a lot I am leaving out that you will be able to help and guide us on. Additionally, we would like to configure this to work with Twilio. We currently use an integrated dial logic along with the predictive dialing setting. We would like your impute on this as well to see which dialing method will best suit our call center with custom dial logic. Current Issues: • Inbound calls being auto dispositioned as “NA - No Answer”. This could be due to Inbound Group settings are incorrect. Or there is a connectivity issue and/or too long of a delay to when a call comes in and when an agent answers. • Agents are reporting large amounts of immediate hang-ups. Again, this could be due to connectivity issues or long delays. • Leads being called too many times within one day. Yes, this is part our fault due to resetting lists, but can we add a max call count per day per lead? • Leads being called despite being dispositioned Do Not Call (DNC) • Newer leads not taking priority over aged leads in the hopper. Again, we are thinking by adding a new instance along with a fresh campaign and correct settings we can resolve some of these issues. Any questions please do not hesitate to ask. Thank you!