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 your drop rate suddenly spiked and how to trace it
A sudden drop-rate jump usually traces to dial ratio, fresh leads, fewer agents, or false answer supervision. Here is how to find which.
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.
Diagnosing false answer supervision with the SIP Event Report
The SIP Event Report lets you sort SIP messages by Ring-Time to spot False Answer Supervision — calls marked answered before a human picked up.
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.
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 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.
How to read the Agent-Manager Chat Log when you need a record of a conversation
The Agent-Manager Chat Log lets you view and search internal chats between managers and agents, and between agents, when you need a written record.
Human answered vs customer contact: what the difference means in reports
VICIdial reports lean on two status flags: human answered and customer contact. They sound similar but measure different things. Here is the difference.
How to read the Dial Log Report and what the SIP codes mean
The Dial Log Report groups every placed call by its SIP response code. Here is how to read each column and turn a wall of codes into a real diagnosis.
How to read the Caller ID Log Report to see which CIDs you've burned
The Caller ID Log Report breaks calls down by the caller IDs a campaign used, so you can see which numbers are burned and rotate them before they go spammy.
How to read the Hangup Cause Report and find why calls drop
The Hangup Cause Report shows the carrier hangup causes for all outbound calls. Here is how to filter it to specific causes and find why calls drop.
How to read the Agent Debug Log Report to trace one agent's session
The Agent Debug Log Report records nearly every button click and back-end call for one agent session, so you can replay exactly what their screen did.