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
Timer Action: nudging agents after a set time
Timer Action fires something on a live call after a set number of seconds — a screen message, a hangup, a transfer to an IVR or in-group. Here is what each option does and how to set the timer.
Dead Call Trigger: handling silent connections
A dead call is when the customer has hung up but the agent is still sitting on the line. Dead Call Trigger nudges the agent with a sound or a back-end ping after a set number of seconds. Here is how to set it.
Agent Select Territories explained
Agent Select Territories lets a logged-in agent pick which regions they dial, instead of you locking them to one. Here is what it does, the two settings it depends on, and when it actually helps.
Owner Only Dialing: keeping leads with their rep
Owner Only Dialing makes each agent see only the leads they own — by user, territory, or group. Great for account books and warm follow-ups, with a couple of prerequisites.
No Hopper Dialing mode explained
No Hopper Dialing turns off the lead pre-loading buffer for a campaign. It enables owner-based dialing — but it also switches off recycling, alt-number dialing, and list mixing.
Max Logged-In Agents: capping a campaign's seats
Max Logged-In Agents sets a hard ceiling on how many people can be on a campaign at once. Handy for licensing, training, and keeping campaigns from poaching each other's seats.
Agent Search Method Override explained
LB, LO, SO — the Agent Search Method Override tells VICIdial how widely to hunt for a free agent when a call connects. One setting can spike your dropped calls.
Routing Extension: where unanswered calls go
The Routing Extension decides how a connected call gets handed to an agent — same server, local-first, or any server. Pick the wrong one and you get more dropped calls.
Dial Timeout too short: the symptoms
If your campaign hangs up on people before they pick up, the Dial Timeout is probably set too low. Here is how to spot it and where to land the number.
Why cold lists need a lower dial level
It sounds backwards: a list that barely answers should let you dial harder, not softer. But cold lists behave unpredictably, and that is exactly why a lower dial level keeps you safe.
Setting dial level for a small agent team
Predictive dialing assumes a crowd to average over. With three or four agents, the usual advice backfires. Here is how to set dial level when your team is small.
Predictive dialing best practices for new operators
Turning on predictive dialing for the first time is where new VICIdial operators get burned. A short list of habits keeps your drop rate legal and your agents busy from day one.