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
VERM IVR traversal paths explained
A VERM IVR traversal path is the chain of menus and keypresses a call followed. Here is how to read those paths and use them to fix confusing prompts.
How VERM decides a call was answered or unanswered
VERM counts a call answered when its log user id is anything other than VDAD or VDCL. Those two system ids mean no human took the call, so it counts as unanswered.
How to build a reporting queue in VERM
A VERM queue is a named bundle of campaigns and ingroups you report on together. Here is how to build one and why your queue scope decides every number.
What the VERM Agent Pause Detail report shows
The VERM Agent Pause Detail report breaks down sessions and pauses per agent — how often they paused, average pause length, and the share of session time spent paused.
What the VERM Sales Per Day report shows
The VERM Sales Per Day report ties each date's sale count to the human-answered and customer-contact calls behind it, so you see daily close rate, not just raw sales.
Not Interested vs Unworkable Flags in VICIdial
Both flags stop a lead being dialed, but Not Interested keeps it off DNC lists while Unworkable means the lead is simply not viable.
Show Status Category Counts on the Real-Time Report
How to surface up to four Status Category disposition counts below the LEADS IN HOPPER line on the VICIdial Real-Time Main Report.
How to Override VICIdial Statuses Per List or In-Group
Attach a Status Group to a list or in-group so those calls present a different disposition set than the rest of the campaign.
Change an Agent's In-Groups Live From the Real-Time Report
Reassign which inbound queues an agent takes without logging them out. Use the + on the USER column to Add, Remove, or Change in-groups live.
How to Set Up a VICIdial Whiteboard Wallboard Display
Turn a TV or projector into a live VICIdial wallboard: pick a report type, watch the right options turn red, set the refresh interval, and project it.
MONITOR vs BARGE vs WHISPER in VICIdial Explained
Three monitor modes, three audiences. Learn when to use MONITOR to listen, BARGE to join both sides, and WHISPER to coach the agent only.
How to Group VICIdial Statuses Into a Category
Step through creating a VICIdial status category, the 2-20 character Category ID rules, and assigning statuses so they roll up into one reportable group.