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 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.
Using Remote Agents for broadcast and survey campaigns
Remote Agents are one of the two recommended ways to run VICIdial broadcast and survey campaigns. Here is how the multi-line setup works.
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.
Why a Remote Agent shows up as R/111, R/112 and R/113
When a multi-line Remote Agent goes ACTIVE, VICIdial creates several R/ slots in the real-time screen. Here's what those entries mean and why they exist.
What the User ID Start field on a Remote Agent does
User ID Start is the foundation of every remote-agent record. Here's what it controls, why it must be a real user account, and how it relates to multi-line setups.
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.
What the Campaign field on a Remote Agent does
The Campaign field on a Remote Agent record controls which campaign the agent logs into - and for inbound, only a CLOSER campaign type will work.
How to read Remote Agent daily stats
VICIdial's Remote Agent daily stats give you a per-day view of total calls and peak concurrent calls. Here is how to read them.
How to route inbound calls to a Remote Agent
Routing inbound calls to a VICIdial Remote Agent takes three pieces: a CLOSER campaign, one or more in-groups, and a DID that points to those in-groups.
How to set the External Extension on a Remote Agent
Step-by-step instructions for setting the External Extension field on a VICIdial remote agent, including how to find the right number and test it before going live.
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 to delete a Remote Agent
Deleting a VICIdial Remote Agent is a two-step process on purpose. This guide walks you through both clicks so you do not remove the wrong record.