VICIfast Support Team
VICIfast Support
The VICIfast support team. We run managed VICIdial full-time and write these guides from the operator's chair.
Posts by VICIfast Support
Default Transfer Group for an in-group
When an agent opens the transfer panel, one destination is already selected for them. The Default Transfer Group sets that pre-pick per in-group, so agents transfer to the right place by reflex.
In-Group Recording Override: forcing recording on inbound
An inbound group can ignore the campaign's recording setting and decide for itself: never record, let the agent choose, record everything, or record everything with no off switch.
Areacode Filter: routing inbound calls by area code
The Areacode Filter lets an in-group keep or drop waiting callers based on the area code they are calling from. Useful when you only serve certain regions or want to weed out junk.
Drop Exten, Drop Transfer Group, and Drop Call Menu explained
When a caller waits too long and VICIdial drops them out of the queue, where do they land? These three fields decide: a dialplan extension, another in-group, or a phone menu.
Drop Call Seconds for inbound: when a queued call counts as dropped
Drop Call Seconds is the timer that decides how long a caller waits in your queue before VICIdial gives up and reroutes them. Set it well and you protect both the caller experience and your stats.
Second and third agent alerts: escalation when nobody answers
Some callers deserve a louder ding. VICIdial can play a different alert sound when a repeat caller comes through your in-group, so the agent knows this person has tried before.
Agent Alert: ringing the agent on an inbound call
When an inbound call lands on an agent, a small sound tells them to look up and take it. The Agent Alert settings control that ding, how long it delays the call, and whether you want repeat-caller alerts too.
Max Calls Method and Action: capping queue size
There is a point where adding one more caller to the queue just makes everyone's wait worse. The Max Calls settings let you cap how many calls an in-group will hold, and decide where the overflow goes.
In-Queue No Agents Check explained
A caller can get into the queue while an agent is logged in, then get stranded when that agent logs off. The In-Queue No Agents Check keeps watching the room and rescues callers who would otherwise wait forever.
No Agent No Queue Action: when nobody is logged in
If a caller dials in and not a single agent is logged in, parking them in an empty queue is cruel. The No Agent No Queue setting catches that case and routes them somewhere useful instead.
Closing Time Now Trigger: closing the queue early
Sometimes you need to close before the clock says so: a snow day, an all-hands, a sudden short-staff. The Closing Time Now trigger empties the queue early and sends every waiting caller to your closing-time plan.
Closing Time Action: handling calls at end of day
When your phones close for the day, some callers are still waiting in line. Closing Time Action decides what happens to them instead of leaving them stuck. Here is how it works and how to set it kindly.