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 Activate or Deactivate a QC Scorecard
Toggle a VICIdial QC scorecard on or off with the Active checkbox on the QC Scorecards page, no form submit needed.
How to turn on the "QC Features enabled" system setting
Quality Control in VICIdial stays completely hidden until you flip one master switch. Here is where to find it and what it unlocks.
How to trace one bad call end to end across the log reports
Follow a single problem call through the Dial Log, Hangup Cause, Carrier, Caller ID, and AMD reports in order to find the real cause.
What the QC Claim Limit setting does
QC Claim Limit caps how many unfinished review calls one agent can hold at once, keeping the queue moving instead of stalling.
VICIdial time-sync issues: how clock drift breaks call times and stats
When a VICIdial server clock drifts out of sync, call-time windows, callbacks, and report timestamps all skew. Here is how to spot it and fix it with NTP.
Diagnosing calls that drop while the customer is on hold
Customers vanishing while parked on hold is measurable. The Agent Parked Call Report shows holds per agent, average hold time, and how many dropped while parked.
Diagnosing intermittent agent disconnects across a shift
Random agent disconnects that you can't reproduce are best traced with the Agent LAGGED, Agent Latency, and Latency Gaps reports read together.
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.
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 AMD marks live people as answering machines: how to diagnose it
Answering Machine Detection that flags live customers as machines drops real prospects. Here is how to read the AMD Log and tune sensitivity.
What the PDROP status means and why it points at carrier behaviour
PDROP is a pre-routing dropped call, hung up the instant the Answer signal arrives, which is the fingerprint of a carrier false answer.
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.