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
How to set up a Safe Harbor message for dropped calls
Playing a recorded message on dropped calls takes three campaign fields lined up correctly: the action, the audio file, and the timing. Here is the order to set them in so the message actually plays.
What a Safe Harbor message is and why VICIdial plays one
Sometimes a contact picks up and no agent is free. Instead of dead air or a hang-up, many campaigns play a short recorded message. That is the Safe Harbor message. Here is what it is and why VICIdial offers it.
What Drop Lockout Time does
Drop Lockout Time stops VICIdial from re-dialing a number for a set number of hours after that number was dropped. It is a small field with real regulatory weight, especially in the UK. Here is how it works.
Drop Call Seconds and Drop Call Action explained
When a contact picks up and no agent is free, VICIdial has to do something fast. Drop Call Seconds sets the clock, and Drop Call Action decides what that something is. Here is what each setting actually controls.
Available Only Tally and how it changes drop-rate math
By default VICIdial counts agents who are already on a call when it decides how many lines to open. Available Only Tally tells it to count only the agents truly free right now, which is the strongest protection against dropping a live caller.
Dial Level Difference Target: keeping agents busy safely
Do you want a spare agent waiting, or a spare call waiting? Dial Level Difference Target answers that question, and the answer is one of the simplest levers you have for trading drop rate against agent idle time.
Adapt Intensity Modifier explained
Most predictive settings change where the dial level lands. Adapt Intensity Modifier changes how eagerly the dialer gets there. It tunes the personality of the algorithm, not the destination.
Maximum Adapt Dial Level: capping predictive aggressiveness
Predictive dialing will keep pushing the pace as high as the math allows. Maximum Adapt Dial Level is the hard ceiling that says: never open more than this many lines per agent, no matter how good the leads look.
Auto Dial Level Threshold: when predictive kicks in
Predictive dialing needs a crowd to work. Auto Dial Level Threshold tells VICIdial the minimum number of agents it needs before it trusts the prediction, and what to do when the room thins out.
What the Drop Percentage Limit setting does
Drop Percentage Limit is the ceiling you give VICIdial for how many connected calls it is allowed to abandon. Set it to 3 and the dialer pulls back on its own when it gets close. Here is what it actually controls.
How to choose the right auto dial level for your list
Pick your auto dial level from three things: how many agents you have, how warm your list is, and how many channels your server can carry. Here is how to weigh them.
What auto dial level means in VICIdial
Auto dial level is the lines-per-agent number that decides how aggressively VICIdial dials. Here is what each value means and who controls it in each dial method.