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
After Hours Action: routing calls outside business hours
When a call lands outside your business hours, it should not just ring forever. The After Hours Action setting decides what happens: a message, voicemail, another line, or a clean hangup. Here are your options.
Call Time: setting an in-group's business hours
Every in-group answers calls on a schedule. The Call Time setting is where you tell VICIdial which hours count as open and which count as after hours. Here is how it works and why server time matters.
How to set up a virtual-queue callback
A virtual-queue callback lets a caller hang up, hold their spot, and get dialed back when it is their turn. This is the step-by-step to switch it on in VICIdial, from picking the trigger to recording the prompt.
Callback Queue Expire Hours: how long a callback waits
A callback that sits in the queue for days helps nobody. Callback Queue Expire Hours sets a shelf life: after that many hours, an undialed callback is quietly dropped. Here is what the setting does and how to choose a value.
CID Callback Number Validation explained
When a caller asks for a callback, the number they called from is not always the number they want to be reached on. CID Callback Number Validation reads it back, checks it, and lets the caller correct it before you commit.
In-queue callback: let callers keep their place and get called back
Long hold times push callers to hang up. In-queue callback lets a waiting caller hang up, keep their spot in line, and get an outbound call the moment they reach the front. Here is how it works in VICIdial.
Building a 3-tier overflow ladder for a full queue
What happens when nobody is logged in, the queue is jammed, or it's after hours? VICIdial gives you separate fallbacks for each. Here's how to stack them into a clean overflow ladder so no call falls off a cliff.
Estimated Hold Time Option: routing by predicted wait
Instead of waiting for a caller to wait too long, why not act on the forecast? VICIdial's Estimated Hold Time Option routes callers when the predicted wait is too high. Here is how it differs from the wait-time version.
Wait Time Option: rerouting callers who wait too long
Some callers will wait forever; most won't. VICIdial's Wait Time Option lets a caller press a key after a set wait to grab a callback, jump to a menu, or keep their place. Here is how to set it up.
How VICIdial calculates estimated hold time
Where does the "about three minutes" figure come from? VICIdial waits a few seconds into the queue, then predicts the wait. Here is what feeds that number and the one setting that controls timing.
Play Estimated Hold Time to waiting callers
Telling a caller "about two minutes" is kinder than silence. VICIdial's Play Estimated Hold Time reads waiting callers a predicted wait. Here is how to turn it on and tune when it speaks.
Play Place in Line: telling callers their queue position
Callers hate silence on hold. VICIdial can tell them "you are caller number 4" so they know the line is moving. Here is how Play Place in Line works and how to turn it on.