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 manual-dial VICIdial campaign
A manual-dial campaign lets agents control every call. Set the dial method to MANUAL, sort out the manual prefix and caller ID, and you are dialing by hand in minutes.
How to switch a VICIdial campaign to predictive dialing
Moving a campaign from click-to-dial to predictive is a handful of fields on the Campaign Detail screen. Here is the exact order and what each setting does.
The inbound_man dial method explained
INBOUND_MAN lets one agent place manual outbound calls and still catch inbound calls in between. Here is what it does, why dial level must be 1.0, and when to use it.
What the adapt_hard_limit dial method does
ADAPT_HARD_LIMIT dials predictively but slams the brakes the moment your drop rate hits the ceiling. Here is exactly how that cap works and when you want it.
What adapt_average dialing does and when to use it
ADAPT_AVERAGE aims to keep your drop rate around the limit on average instead of slamming a hard ceiling on it. That makes for smoother pacing, but it asks you to trust the average. Here's the trade-off.
What adapt_tapered dialing does and when to use it
ADAPT_TAPERED lets you dial hot at the start of a shift and tightens up as your stop time nears, so a busy morning doesn't blow your daily drop-rate average. Here's how the tapering works and how to set it.
Manual dialing in VICIdial: when to use it
Manual dialing is the slowest mode VICIdial offers, and sometimes that's exactly what you want. Agents click to dial every number, nothing fires automatically, and you trade speed for control. Here's when that trade is worth it.
Ratio dialing vs predictive dialing in VICIdial
Ratio dialing holds a fixed number of lines per agent; predictive dialing moves that number for you. Both push calls ahead of free agents, but they behave very differently in practice. Here's how to choose.
What the VICIdial Dial Method setting does
The Dial Method dropdown on a campaign is the single most consequential setting you'll touch. It decides whether agents click to dial, dial a fixed multiple, or hand pacing to the predictive algorithm. Here's what each option means.
How predictive dialing works in VICIdial
Predictive dialing places more calls than you have free agents, betting that some will go unanswered. Here is how VICIdial decides how many lines to fire and how it keeps your drop rate in check.
How to lower your VICIdial drop rate
Drop rate creeping above 3%? Nine times out of ten the only knob you need is Auto Dial Level. Here is how to tune it without killing throughput.
How long does VICIdial provisioning actually take?
We measured it. Here's the breakdown + what's in each second.