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
What the external phone type in VICIdial does
The external phone type tells VICIdial that the agent's audio device is an off-platform phone the dialer must call out to, not a SIP endpoint that registers on the server.
How to hang up a remote-agent call with ra_call_control
To hang up a call a remote agent is on, send a ra_call_control request to agc/api.php with stage=HANGUP, the call ID in value, and the agent username in agent_user.
The three stages of ra_call_control explained
ra_call_control has three stage values - HANGUP, EXTENSIONTRANSFER, and INGROUPTRANSFER - each requiring different extra parameters and producing different outcomes for the call.
How to use a cell phone as your agent line
You can connect a VICIdial agent using a mobile phone by creating an EXTERNAL phone entry with the cell number as the dialplan number - no SIP app needed.
What the ra_call_control API does
ra_call_control is an agent API function that lets an external app hang up or transfer a call a remote agent is currently handling, and optionally log a disposition.
What the AGENTDIRECT in-group does
AGENTDIRECT is a special VICIdial in-group that holds a direct-to-agent call in queue until the agent answers or the drop timeout fires.
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.
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.
How to add a cellphone Phones entry for monitoring
Create an External-type Phones entry in VICIdial that lets the system dial your cellphone when you trigger live monitoring from the Real-Time Report.
How to transfer a remote-agent call to a phone number via the API
Use ra_call_control with stage=EXTENSIONTRANSFER and a phone_number parameter to blind-transfer a VICIdial remote-agent call to any number reachable through the server's default dialplan context.
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 to disposition remote-agent calls from vdremote.php
When a call arrives on vdremote.php, the screen shows caller ID and call details. After the call ends, the agent picks a disposition code from a dropdown and submits it to close the record.