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 DID Remote Agent Extension Overrides are
DID Remote Agent Extension Overrides let you change which extension handles inbound calls for specific DIDs routed through Remote Agents and in-groups.
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 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 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 agents handle inbound website chats in VICIdial
An inbound website chat pulls the lead, locks the agent screen, and ends with a disposition, exactly like an inbound call.
How to modify an existing VICIdial Chat Group
Walk through every editable field on a VICIdial Chat Group: name, color, default list, queue priority, status override, and the URLs.
How to disposition an email after the agent replies
After an agent answers an inbound email, dispositioning the lead is what releases them for the next call or message. Here is how it works.
How to let one agent handle calls, emails, and chats at once
Log one agent into a campaign, an email group, and a chat group, then let Queue Priority decide which channel gets served first.
How to add a post-chat survey link for customers
How the Customer Chat Survey Link and Survey Text fields on a VICIdial chat group offer customers a survey after a chat ends.
Why an incoming email locks the lead to the agent's screen
When an inbound email reaches an agent, VICIdial pulls the matching lead and locks it so no call or other email interrupts the reply.
What Queue Priority does when agents handle calls and chats
VICIdial Chat Group Queue Priority sets the order chats are answered against calls; one digit higher than the campaign always wins.
What the Chat Group ID, Name, and Color do
The three required fields on a VICIdial Chat Group: a permanent ID, an editable Name, and a Color that needs a leading # for hex values.