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
Diagnosing recording-access questions with the Recording Access Log
When someone asks who listened to a recording, the Recording Access Log answers it — search by access date, recording date, or the user who did the listening.
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.
Diagnosing agent session problems with the Latency Gaps Report
A latency gap is a missing stretch of agent latency log entries while an agent was supposed to be logged in, and those gaps often explain agent-screen session trouble.
Diagnosing a 3-way transfer that won't connect using the press log
When a 3-way transfer never reaches the outside party, the 3-Way Press Log Report shows exactly which step failed using its Results events.
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.
Diagnosing API integration failures with the API Log Report
When a CRM integration stops pushing leads or updating dispositions, the API Log Report filters by user, function, and result so you can see exactly what failed.
When the WEBFORM button does nothing: tracing it in the URL Log
The WEBFORM button click is recorded in the URL Log Report, so you can prove whether the request fired and where the broken link really is.
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 calls ring but never connect to an agent
Calls that ring out, drop, or sit unanswered usually trace back to the hopper, agent availability, or a carrier that never sends a real answer.
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.
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.
Why two agents end up in the same session talking to each other
Two agents hearing each other instead of customers almost always means a previous agent never logged out cleanly and left the session open.