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
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.
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 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.
What the Default List ID does for new chat customers
The VICIdial Chat Group Default List ID is the list a brand-new chat visitor is dropped into when no matching lead exists yet.
Why your mailbox keeps getting locked, and how to slow the check rate
Email providers lock accounts that log in too often. Raise your Frequency Check Rate and pick the right POP3 auth mode to stop the lockouts.
How to add an inbound Chat Group in VICIdial
Add a new VICIdial Chat Group so agents can handle inbound website chats: enable the feature, fill the three required fields, submit.
How to copy a VICIdial Chat Group instead of rebuilding it
Use Copy Chat Group to clone an existing group's settings into a new one by entering a new ID, name, and a source group.
VICIdial Remote Agents explained
A complete guide to VICIdial Remote Agents: what they are, the two main uses, multi-line user IDs, key fields, recording, and vdremote.php.
Why your VICIdial inbound email isn't arriving, and how to fix it
Inbound email silence is almost always one of four things: System Settings, the E keepalive, the parser cron, or an inactive account. Here is the checklist.
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 safely delete a Chat Group in VICIdial
Deleting a VICIdial Chat Group is a two-step confirmation: click DELETE, then click the second confirmation link after the page reloads.
What the QC settings on a Chat Group do
The QC fields on a VICIdial chat group: QC Enabled, QC Statuses, QC WebForm, QC Script, QC Shift, and the record-launch options.