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 Create a QC Template Settings Container
Step-by-step guide to building a QC_TEMPLATE settings container in VICIdial so the right dispositions feed your quality control queue.
How to build a QC scorecard from checkpoints
A QC scorecard is just a list of checkpoints. Here is how to add them, order them, and make the scorecard usable.
How checkpoint points work when scoring a call
Each QC checkpoint has a maximum point value, and the reviewer enters any whole number up to it. Here is how scoring works.
What to check yourself before opening a VICIdial support ticket
A calm self-check list: clock, agent screen, carrier registration, hopper, dispositions, and which log report matches your symptom.
How to check the SIP registry on the Asterisk Debug Page
The Asterisk Debug Page shows SIP Peers and Registry from the dialer itself, so you can confirm whether a phone or trunk is actually registered.
Why agent screen buttons stop responding mid-shift
When agent screen buttons go dead mid-shift, the Agent Debug Log Report shows the clicks and AJAX calls so you can tell network from workstation from database.
Diagnosing slow reports and why they can stall the whole system
Slow reports do more than test your patience — they can stall the whole dialer. The Admin Report Log Viewer shows each report's run time so you can find the offender.
Database and Asterisk reload issues: a safe order of operations
Restarting the database or Asterisk under load drops calls. Here is the safe order: make the admin change, let the keepalive apply it, then reload only if needed.
When to reload Asterisk and when it makes things worse
Reloading Asterisk re-reads its config but can interrupt live calls. Here is when a reload actually helps, when VICIdial handles it for you, and when to wait.
When an agent can't hear the customer but the customer hears them
One-way audio means RTP is flowing in only one direction, almost always blocked by NAT, a firewall, or routing on the agent's leg.
When live monitoring connects but you can't hear the call
Monitoring shows connected but the manager hears nothing. The Real-Time Monitoring Log confirms the session happened; no audio almost always means phone, conf, or codec.
Why so many calls land on NA (no answer) and what it really means
NA is No Answer AutoDial, a catch-all for any outbound call that never gets an Answer signal, from ring-no-answer to congestion to plain errors.