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
On Hold Prompts: messages while callers wait
An on-hold prompt plays a short recurring message to waiting callers, but it blocks them from reaching an agent while it plays. Here are the rules that keep it from quietly inflating your hold times.
Setting music on hold for an in-group
Silence makes callers hang up; music keeps them on the line. Here is how VICIdial organizes hold music into contexts, how to point an in-group at one, and why music beats a looping prompt.
Welcome Message: greeting inbound callers
A welcome message greets callers the moment they land in your queue. Setting it is one field, but it blocks the call from reaching an agent until it finishes. Here is how to use it without adding dead air.
Agent Rank vs Grade vs Call Count: in-group routing methods
Rank, grade, and call count are three per-agent levers that change who gets the next inbound call. One favors your best, one weights toward them, one spreads work evenly. Here is how to choose.
Fronter Display: what the agent sees on an inbound call
Fronter Display puts the first agent's name in the Status field when a call is transferred, so the closer knows exactly who fronted it. Here is when to turn it on and what it changes.
Queue Priority: ranking inbound calls against outbound
When one agent covers two inbound queues and both have callers waiting, Queue Priority decides who gets connected first. Here is how to set it without starving your quieter queues.
Agent Search Method Override for in-groups
This in-group setting decides whether VICIdial looks for an answering agent across all your servers or just the one where the call landed. The wrong choice can quietly raise your dropped calls.
Next Agent Call: how inbound picks which agent answers
When two agents are free, who gets the call? The Next Agent Call setting decides. Here are the options that actually matter day to day, in plain language, with the trade-offs.
Group Color: color-coding your in-groups
Group Color paints the agent screen when a call comes in, so people know at a glance which line it is. Small setting, big floor-level payoff. Here is how to set it without breaking VICIdial.
Activating and deactivating an in-group
The Active flag decides whether agents can even see an in-group when they log in. Here is what flipping it does, what it does not do, and why your group might still show NA after you set it active.
How to add a new inbound in-group
Creating your first in-group takes about a minute, but two fields lock you in for good. Here is exactly what to type, what the rules are, and the one shortcut that copies an existing setup.
What an inbound in-group is in VICIdial
An in-group is the bucket that connects incoming calls to your agents. If you want a phone number to ring people on the floor, you need one. Here is what it does and why it exists.