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
Is it your dial level or your list quality?
When numbers look off, operators blame either the dialer settings or the leads. Usually it is the interaction between the two. Here is how to tell which one is actually your problem.
Too many dropped calls: the common causes
Your drop rate is creeping up and you are not sure why. Here are the usual suspects in VICIdial, from a dial level set too high to a list that just answers too well.
How to slow down VICIdial dialing
Calls are stacking up faster than your agents can take them, and customers are getting dead air. Here is how to ease off the gas in VICIdial without breaking anything.
How to make VICIdial dial faster
If your agents have idle gaps between calls, VICIdial can dial more aggressively. Here are the four dials that move the most: dial level, dial method, dial timeout, and the hopper, plus the one number that keeps it legal.
Agents idle but no calls coming: dialing-strategy causes
The campaign is active and the hopper has leads, yet agents sit waiting. This is usually the dialing math, not a broken dialer. Here are the strategy settings that quietly throttle calls to a trickle.
Why VICIdial isn't dialing: the first things to check
Agents logged in, phones quiet, and no idea why. Before you panic, VICIdial almost always stops dialing for one of a short list of plain reasons. Here is the checklist to run, top to bottom.
Campaign Presets: saving manual-dial shortcuts
Transfer Presets give your agents a ready-made menu of transfer and conference numbers instead of typing them by hand. Here is how to build the list, what each field does, and why hiding the number can keep agents honest.
Allow Closers: letting a campaign take transfers
Allow Closers is the campaign setting that lets one agent hand a live customer to another agent inside VICIdial. Here is what it turns on, the fronter-to-closer flow it enables, and the one extra section it makes appear.
Active: turning a campaign on and off
The Active setting is the master switch for a VICIdial campaign. Set it to Y and agents can log in; set it to N and the campaign goes dark. Here is exactly what flips when you toggle it, and when you actually want to.
Basic View vs Detailed View in campaign settings
Every campaign opens in Basic View with a trimmed set of options. Detailed View shows everything. Here's the difference, why your account might be stuck on Basic, and the one user setting that flips it.
How to copy a VICIdial campaign
Rather than rebuild a campaign from scratch, VICIdial lets you copy every setting from an existing one into a new ID. It's three fields and a click. Here's how to do it and what carries over versus what doesn't.
How to add a new campaign in VICIdial
Adding a campaign is a two-step affair: a short add form, then the full settings page. The two rules that trip people up are the campaign ID format and the fact that the ID is permanent. Here's how to get it right the first time.