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 add a new VICIdial user
A step-by-step walkthrough of the Add A New User screen in VICIdial, covering the four required fields and what happens after you submit.
How to run multiple teams or clients on one VICIdial with users and groups
A practical guide to using VICIdial users, user levels, permissions, and user groups to run several teams or clients on one dialer with clean separation.
How to transfer a remote-agent call into an in-group via the API
Use ra_call_control with stage=INGROUPTRANSFER and an ingroup_choices parameter to send a VICIdial remote-agent call into a queue in-group from an external application.
Why an external-phone agent needs the right Local GMT setting
The Local GMT field on a VICIdial external phone record sets the agent's timezone offset and does not adjust automatically for Daylight Saving Time - a wrong value skews call-time logic.
How the LISTEN column in the Real-Time Report works
The LISTEN column in VICIdial's Real-Time Report lets you blind-monitor any active agent through a phone of your choice - here is what makes it appear and what it does.
How to run a VICIdial agent on a home phone
Create an EXTERNAL phone entry in VICIdial so an agent can log in from a home phone and take calls without a SIP softphone.
What the AGENT DID route does
The AGENT DID route tells VICIdial to send an inbound call directly to one specific user rather than a queue, call menu, or general in-group.
How to set the dialplan number for an external-phone agent
The dialplan number on a VICIdial external phone record must be the full number exactly as dialed from your phone system - including any outside-line prefix like a leading 9.
What the EXTERNAL client protocol setting means
Setting client protocol to EXTERNAL tells VICIdial the device will not register as a SIP client, so the system dials out to the agent's phone number instead of waiting for a registration.
When to use ---ALL--- in the RA Extensions User Start field
The ---ALL--- token in VICIdial's RA Extensions User Start field applies a DID extension override to every call, regardless of which remote agent receives it.
Why a Remote Agent user needs level 4 or higher
VICIdial remote agents must have user level 4 or higher to log in through the vdremote.php web page; lower-level users can still receive forwarded calls but cannot access the web login.
What the vdremote.php remote login page is for
vdremote.php is a lightweight web page where remote agents flip their status ACTIVE or INACTIVE and see incoming call info without the full VICIdial agent screen.