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 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 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.
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.
How to set up an RA Extensions override for a DID
VICIdial's RA Extensions page lets you override the extension used for Remote Agent calls on a specific DID, including round-robin across multiple entries.
How to set up a multi-line Remote Agent
A multi-line Remote Agent lets VICIdial send several calls at once to a single external number. Here's the exact setup process and what to double-check before going live.
How call recording works for a Remote Agent
Remote Agents in VICIdial can be recorded just like any other agent. Two settings control it: the campaign recording mode and the user record flag.
Why a Remote Agent takes up to a minute to deactivate
You set a VICIdial remote agent to INACTIVE but calls keep coming for another minute. This is normal - here is why it happens and what to expect.
How to modify a Remote Agent record
A walkthrough of every field on the Modify Remote Agent screen - what each one does and what to watch out for when saving changes.
What the Number of Lines field on a Remote Agent does
Number of Lines tells VICIdial how many concurrent calls it can send to a single Remote Agent entry. Here's what changes when you raise or lower it.
What VICIdial Extension Groups are
VICIdial Extension Groups let you distribute calls going to a Remote Agent across several dialplan extensions in a defined rank order.
What the Inbound Groups setting on a Remote Agent does
The Inbound Groups field on a Remote Agent selects which in-group call queues route calls to that agent - required whenever the Campaign is set to CLOSER.
How to round-robin calls to Remote Agents
VICIdial can round-robin inbound calls across several dialplan extensions for a Remote Agent using an Extension Group. Here is the full setup.