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 agents can't log in to a campaign before 9 AM
No leads in the hopper means no agent logins. With a 9am-9pm call time, leads aren't loaded until 9 AM in the first lead time zone.
Agent screen frozen or stuck loading: what to check first
A frozen VICIdial agent screen is almost always the agent's network or workstation. Here's the order to check, and which reports prove it.
What CHANUNAVAILABLE means and why it's usually a line-count problem
CHANUNAVAILABLE means the dialer ran out of lines before it could hand the call to the carrier. It's a local capacity limit, not a carrier reject.
How to read the Admin Report Log Viewer and spot slow-running reports
The Admin Report Log Viewer lists every report pulled, with compile time. Here is how to find the slow report that is dragging your system.
What CONGESTION means in VICIdial and how to stop it
CONGESTION means the carrier couldn't place the calls you sent. It's a capacity or route problem on their side, or you over-dialed. Here's how to confirm and back off.
How to read the Recording Access Log to see who opened a recording
The Recording Access Log is your audit trail for call recordings. Here is how to search it by user, access time, or recording date.
How to read the User Group Login Report to confirm where an agent logged in
Use the User Group Login Report to confirm an agent's most recent login: campaign, server IP, computer IP, extension, and phone login.
What SIP Cause 18 (request timeout) means on your VICIdial calls
Cause 18 means the far end never answered in time. Here is what it tells you about your list and carrier, and what to check first.
One-way audio on VICIdial calls and how to find the cause
When one side hears and the other doesn't, RTP is flowing one direction only. Here is how to isolate the silent leg.
How to read SIP hangup causes and translate them into plain English
The Dial Log Report groups calls by SIP hangup cause code and reason. Here is what the common codes really mean for your list and carrier.
How to read the 3-Way Press Log Report and what each result means
Decode every row of the 3-Way Press Log Report, from Started to Transfer, and tell a clean handoff from a failed one at a glance.
Diagnosing high agent latency: the reports that point to the cause
Use the Agent Latency Report and Latency Gaps Report to tell whether agent-screen lag is the network, the workstation, or the server.