Operations
Running a dialer: capacity, monitoring, tuning, troubleshooting.
1328 posts.
How to Scrub Inactive Lists for Cellphones in VICIdial
Step-by-step: set a list inactive, pick the field to update, run the NANPA cellphone scrub, watch progress, and check the past-scrubs log.
Read postUsing the NANPA Exclusion Field and Value in VICIdial
The Exclusion Field and Exclusion Value pair tells a NANPA scrub which already-classified leads to skip, so you can re-scrub a list without re-checking records you trust.
Read postWhat the Speech Voice Lab Page Does in VICIdial
The Speech Voice Lab lets a native speaker broadcast their voice to every agent in a chosen campaign, so language-school students hear and repeat while teachers record or monitor.
Read postSending a Test Call With a Custom Caller ID in VICIdial
The Send a Call With Custom CID page fires a single outbound call from a chosen server using any caller ID you set, as long as your carrier allows it.
Read postUsing the Webphone Only Page in VICIdial
The Webphone Only page lets anyone with agent-interface access log in and use the built-in webphone on its own, without loading the full agent screen.
Read postControlling Which Agents See a Custom Report in VICIdial
The Custom Reports Admin page adds your own links to the Reports page, and its User Group field decides exactly which agents and users can see each one.
Read postHow NANPA List Conversions Route Scrubbed Leads
The NANPA scrub can move scrubbed leads into separate lists. Drop a list ID into the Cellphone, Landline, or Invalid field and matching records get relocated automatically.
Read postWhat the NANPA Batch Updater Does in VICIdial
A plain-English tour of VICIdial's NANPA batch updater: a manual cellphone scrub for inactive lists, the running-scrubs log, the inactive-lists picker, and scheduling.
Read postWhat the Callbacks Bulk Move utility does
The VICIdial Callbacks Bulk Move utility moves callbacks matching selected criteria — by campaign, list, user group, or agent — to a new list and optionally a new status.
Read postHow to combine multiple lists into a single list
Step-by-step guide to using VICIdial's List Merge utility: select source lists, confirm the destination list ID, run the merge, and verify lead counts.
Read postHow to upload and load a country DNC list in bulk
A step-by-step walkthrough of uploading a country DNC file in VICIdial: setting the country code, choosing PURGE or APPEND, selecting a file layout, and pressing START FILE.
Read postHow to bulk-move callbacks by campaign, list, or agent
A step-by-step guide to using VICIdial's Callbacks Bulk Move utility to move callbacks by campaign, list, user group, or agent to a new list with an optional new status.
Read postWhen to reset only active lists on a campaign
Resetting only active lists on a VICIdial campaign lets you refresh your current dialing rotation without accidentally re-enabling archived or deactivated lists.
Read postWhat the Custom Reports Admin page does in VICIdial
The Custom Reports Admin page lets you add, modify, and delete custom report links that appear on VICIdial's main Reports page, giving users one-click access to bespoke reports.
Read postHow to pass preset date constants to a custom report link
VICIdial Preset Constants let you attach a variable name and value to a custom report link so the report opens with specific parameters already set, saving users time on repeat lookups.
Read postHow to reset all lists on a campaign at once
The Reset Campaign Lists page resets every list on a chosen campaign in a single action, saving you from opening and resetting each list one by one.
Read postHow to switch agent-only callbacks to everyone callbacks in bulk
VICIdial's Switch Callbacks tool converts USERONLY scheduled callbacks to ANYONE callbacks across a date range so any available agent can take them.
Read postHow to add a custom report link to the Reports page
Step-by-step guide to registering a custom report in VICIdial's Custom Reports Admin page so it appears as a named link on the main Reports page for authorized users.
Read postHow to query leads in bulk by entry date and modify date
The Advanced Lead Management Tools page lets you filter leads by entry date, modify date, vendor code, source ID, owner, or country code before acting on the matched set in bulk.
Read postWhen to use PURGE vs APPEND for an international DNC file
PURGE replaces a country's entire DNC table with the new file; APPEND adds distinct new numbers alongside existing records. This post covers when to choose each.
Read postWhat 'Purge called records' does in Callbacks Bulk Move
Learn what the Purge called records checkbox removes from the callbacks table, why it matters for cleanup, and when to use it with caution.
Read postWhat the List Split utility does in VICIdial
List Split divides one large VICIdial list into multiple smaller lists of a size you choose, creating new list IDs while leaving the source list structure intact.
Read postHow to split one big list into smaller lists
Step-by-step guide to using VICIdial's List Split utility: pick a source list, set the target size, run the split, and verify the resulting sub-lists.
Read postHow to start or cancel a queued international DNC file
After uploading a country DNC file in VICIdial, START FILE triggers processing and moves the file through PENDING to finished; CANCEL removes it from the queue entirely.
Read postHow DNC file layout formats tell VICIdial where to find numbers
The DNC file layout field tells VICIdial's processing script what format a suppression file uses and where to locate the phone numbers inside each row.
Read postWhat 'Purge uncalled records' does in Callbacks Bulk Move
The 'Purge uncalled records' option removes still-pending callbacks from the table before a bulk move — learn what it targets and how it differs from purging called records.
Read postHow Transfer to List ID and New Status work when moving callbacks
When bulk-moving callbacks in VICIdial, Transfer to List ID sets the destination list and New Status optionally relabels the lead records — here is how they interact.
Read postWhat the List Merge utility does in VICIdial
List Merge combines multiple VICIdial lists into a single destination list, consolidating lead records while leaving source list structure and history intact.
Read postWhat the International DNC Loader does in VICIdial
The International DNC Loader stores do-not-call numbers by country in the VICIdial database so the lead loader can scrub against them during import.
Read postHow to move all callbacks from one agent to another in bulk
The Callbacks Transferral page in VICIdial reassigns every scheduled callback belonging to one agent to a different agent or list in a single operation.
Read postHow to change agent callbacks to ANYONE callbacks in bulk
Converting USERONLY callbacks to ANYONE callbacks in VICIdial means any logged-in agent can handle them, not just the original agent who set them.
Read postHow to filter stale callbacks live and uncalled for over X days
The 'Live and uncalled for over X days' filter in Callbacks Bulk Move narrows your selection to pending callbacks past a chosen age — here is how it works and when to use it.
Read postHow to export and download scheduled callbacks in VICIdial
The Callbacks Export page lets you view and download a list of scheduled callbacks filtered by campaign and date, giving you a snapshot before any destructive bulk move.
Read postHow to Bulk-Insert Phone Extensions Across Multiple Servers
Bulk Phone Insert takes a list of server IPs and a list of extensions and creates every combination - here is how to populate phones across a multi-server VICIdial setup.
Read postWhat VICIdial's Admin Bulk Tools Page Does
A plain-English tour of VICIdial's Admin Bulk Tools: DIDs, area-code caller IDs, users, bulk phones, and the lead management utilities that move and clean lists.
Read postHow to Filter Leads in Bulk by Vendor Lead Code and Source ID
Use VICIdial's Advanced Lead Management Tools to isolate one data batch by vendor lead code and source ID, then move, delete, or re-status it in bulk.
Read postHow to Bulk-Delete Area-Code Caller IDs From a Campaign
AC-CID Bulk Delete removes area-code caller IDs from a campaign or CID group, with a Clear All CIDs option that wipes the whole list at once.
Read postWhen to Turn On Force PW Change for Bulk-Copied Users
Bulk-copied VICIdial users get a password equal to their user number - Force PW Change makes them set a real one on first login. Here is when to use it.
Read postWhy a List Must Be Inactive Before Bulk Lead Changes
VICIdial blocks bulk lead moves, deletes, and status updates on active lists. Here is why the inactive rule exists and how to work around it safely.
Read postHow to Bulk-Copy DIDs From One DID's Settings in VICIdial
Use DID Bulk Copy to clone one configured DID's settings onto a pasted list of new inbound numbers in seconds, with a built-in duplicate check.
Read postHow to Bulk-Delete Leads From a List in VICIdial
Remove leads in bulk from a VICIdial list using the lead management tools, with the inactive-list and 100k-lead rules you need to respect first.
Read postHow to Bulk-Delete Users in VICIdial Safely
User Bulk Delete removes many accounts at once, but it refuses to delete your own login and any user currently working as an agent - here is the safe way to use it.
Read postHow to Bulk-Update Lead Status Across a List
Change the status on a batch of leads at once with Basic Lead Management Tools - the list must be inactive and under 100,000 leads.
Read postWhat the STATE FILL Method Does When Bulk-Adding Caller IDs
STATE FILL takes one caller ID and fans it out to every area code in that number's state - one Florida CID becomes 19 entries.
Read postHow to Bulk-Add Area-Code Caller IDs With STATE LOOKUP
STATE LOOKUP reads the first three digits of each caller ID, maps the NANP area code to a US state, and fills the description automatically.
Read postHow to Bulk-Move Leads Between Lists in VICIdial
Move a batch of leads from one list to another with Basic Lead Management Tools - the source list must be inactive and under 100,000 leads.
Read postWhat the Basic Lead Management Tools Page Does
Basic Lead Management Tools lets you move, status-update, or delete leads in bulk - as long as the list is inactive and under 100,000 leads.
Read postHow to Bulk-Delete DIDs in VICIdial (and Why You Can't Delete -default-)
DID Bulk Delete removes inbound numbers in one pass, but the -default- DID is protected because deleting it breaks inbound call handling.
Read postWhat Create Alias Entries Does for Phone Login Load Balancing
Create Alias Entries ties the same extension across servers under one alias id so phone-login load balancing works in the agent interface - here is how it fits together.
Read postWhy Bulk Phone Insert Needs a Manual Conf File Rebuild
Submitting Bulk Phone Insert writes phones to the database but does not rebuild Asterisk config - here is why, and how to trigger the rebuild yourself.
Read postWhat the Callback Queue Statuses (LIVE, SENT, EXPIRED, ORPHAN) Mean
A plain-English guide to the inbound callback queue lifecycle and what each record status tells an operator about a waiting caller.
Read postHow to Set Bulk-Inserted Phones as Webphones
Use Set As Webphone and its companion fields on Bulk Phone Insert to load a browser-based phone for agents at login - no desk handsets required.
Read postHow to Bulk-Add Caller IDs From a CSV List in VICIdial
The CSV method lets you paste NPA,CID,DESCRIPTION,ACTIVE rows to control every area-code caller ID field, including a STATE-type format for CID groups.
Read postWhat the Bulk Phone Insert Page Does in VICIdial
The Bulk Phone Insert page creates phone extensions across your servers in one pass - here is every field it asks for and why there is no undo.
Read postHow to Bulk-Copy a Range of Users in VICIdial
User Bulk Copy clones one source user's settings across a numbered range of new accounts in one pass - here is how it works and how to use it.
Read postWhat the 100,000-Lead Limit on Lead Management Tools Means
VICIdial's bulk lead tools refuse to run on a list over 100,000 leads. Here is why the cap exists and how to split a big list to work around it.
Read postWhat the Advanced Lead Management Tools Page Adds
The Advanced Lead Management Tools page keeps the same move, delete, and status actions but adds deep query options plus a bulk Switch Callbacks tool.
Read postHow to Block Agents From Dialing Out With the agent-nodial Phone Context
Use the Phone Context field on Bulk Phone Insert to point agent phones at a non-existent dialplan context so they cannot place calls outside VICIdial.
Read postHow to whisper-coach an agent without the customer hearing
True whisper-coaching, where only your agent hears you, is a web monitoring feature, not a phone dial-code. Here is the honest workflow for both.
Read postHow to set up Preserve-Place-In-Line on an In-Group
A short setup checklist for VICIdial's Preserve-Place-In-Line: the campaign flag, the in-group trigger, and the callback settings to review before you go live.
Read postHow to jump between agents without hanging up
Using the 8162 roaming-monitor line you can move from one VICIdial agent to the next by pressing a single digit, with no redial in between.
Read postWhat the Lifetime Lead Call Count Limit does
The Lifetime Lead Call Count Limit caps how many times one lead can ever be dialed in a campaign. Here is how it works and why it is always on.
Read postWhat the Daily Call Limit Manual setting does
The Daily Call Limit Manual setting decides whether manual dials count toward, or are blocked by, your daily call cap. Here is how each option behaves.
Read postHow to enable the 24-Hour Call Count Limit
Turn on the rolling 24-hour call cap in two steps: flip the system switch, then set the per-campaign number, method, and scope.
Read postWhen you need the 24-Hour Call Count Limit
Use the rolling 24-hour cap whenever a rule limits calls per number per rolling day, like Florida's three-attempt rule, where the fixed Daily limit falls short.
Read postWhat VICIdial Call Count Limits do
VICIdial has three kinds of Call Count Limit that cap how often a lead or phone number gets dialed. Here is what each one does and when to reach for it.
Read postHow cross-server monitor shortcuts work on multi-server setups
On a multi-server VICIdial cluster, an admin can wire shortcut numbers so you can monitor agents on any server from one phone. Here's the idea.
Read postHow to set a Daily Call Count Limit on a campaign
A Daily Call Count Limit caps how many times a lead is dialed per day, resetting at midnight. Here are the two steps to turn it on and configure it.
Read postWhen to blind monitor versus barge in
Blind monitor when you want to listen unnoticed, barge in when you need to talk. Here is a simple rule for picking the right VICIdial phone code.
Read postWhat the 24-Hour Call Count Limit does
The 24-Hour Call Count Limit uses a rolling window instead of a fixed reset, capping dials per lead or number in any trailing 24 hours. Here is how it works.
Read postHow to set a per-state 24-hour limit for Florida calls
Build a CALL_LIMITS_OVERRIDE container to cap Florida numbers at three calls per rolling 24 hours, matched by area code and optionally zipcode or state.
Read postHow to keep your monitor and barge feature codes secure
VICIdial's monitor and barge phone codes are unauthenticated on the telephony side. Here's how to keep strangers from dialing into your live calls.
Read postHow to barge into an agent's live call from your phone
Dial the agent's full session ID on a VICIdial-attached phone to join a live call and speak to both the agent and the customer.
Read postSystem-wide vs campaign-lists scope for 24-hour limits
SYSTEM_WIDE counts every attempt on the box; CAMPAIGN_LISTS counts only this campaign's lists. The scope decides whether shared leads share a count.
Read postWhat the system-wide phone number daily call count limit does
This per-campaign option tracks daily call counts per phone number across the entire system, resetting at the Timeclock End of Day. Here is how it behaves.
Read postWhat manager barge-in does on a VICIdial call
Manager barge-in lets a supervisor enter a live agent-customer call and speak to both parties, signalled by an entry tone everyone hears.
Read postHow to barge in from the 8162 monitor extension
The 8162 line does more than silent listening; dial 99 plus the last 3 session digits to barge in and speak to both the agent and customer.
Read postThe PHONE_NUMBER vs LEAD method for 24-hour limits
PHONE_NUMBER caps a specific number across every lead it touches; LEAD caps the record. The difference decides how many calls a person can really get.
Read postThe VICIdial monitor and barge dial codes, explained
Every VICIdial monitor and barge phone code in one place: silent listen, roaming monitor, barge-in, and the roaming barge variant. Copy and keep.
Read postWhat the barge-in entry tone tells the agent and customer
The entry tone is the audible cue both parties hear when a manager barges into a VICIdial call, signalling a third person has joined.
Read postWhat the 8162 roaming-monitor extension does
The 8162 extension lets you blind-monitor one agent after another on the same VICIdial server without hanging up your phone between listens.
Read postWhat Preserve-Place-In-Line does for inbound callers
Preserve-Place-In-Line lets an inbound caller hang up and keep their spot, then get called back when they reach the front. Here is how it works.
Read postA supervisor's live-listen workflow over the phone
A repeatable phone workflow for supervisors: pull session IDs, silently sweep agents through 8162, and barge only when a call needs you.
Read postHow to Save, Listen to, or Re-record a VICIdial Prompt
After recording a VICIdial audio prompt by phone, you get three choices — press 1 to save, 2 to listen, or 3 to re-record. Here is what each does.
Read postHow to Find a VICIdial Agent Session ID
The VICIdial Real-Time report lists every logged-in agent alongside their current session ID, which you need to blind-monitor or barge in to a live call.
Read postHow to Blind-Monitor a VICIdial Agent by Session ID
Dial 0 plus the agent's session ID to silently listen to a live call, or use extension 8162 to roam between agents without hanging up.
Read postHow VICIdial Numbers Phone-Recorded Prompt Filenames
VICIdial phone-recorded prompts start at filename 85100001 and increment by one per recording — here is why that matters and how to track your files.
Read postVICIdial Blind Monitoring Explained
Blind monitoring lets a supervisor listen silently to an agent and customer call. Learn how it works, when to use it, and how it differs from barge-in.
Read postHow to Log In to the VICIdial Prompt Recorder (ID 4321)
The VICIdial prompt recorder at extension 8168 uses a fixed PIN of 4321 followed by # — here is exactly how login works and what to expect.
Read postThe VICIdial 8168 Record-Prompt Extension Explained
Extension 8168 is VICIdial's built-in phone-based audio recorder — here is exactly what it does, how the dialplan context works, and when to use it.
Read postHow to Record a VICIdial Audio Prompt by Phone
Step-by-step walkthrough for recording a new audio prompt in VICIdial by dialing extension 8168 from any phone connected to your server.
Read postHow to Record an After-Hours Message by Phone
Dial 8168 from a VICIdial-attached phone, record your after-hours greeting, save it, and enter the filename in the In-Group's after-hours message field.
Read postHow to Record a Safe-Harbor Message by Phone
Dial 8168 from a VICIdial-attached phone, record your FTC-compliant safe-harbor disclosure, then enter the filename in the Safe Harbor Exten field on the Campaigns screen.
Read postVICIdial Phone-Based Functions: The Complete Guide
A full tour of the things you can do from a phone wired into VICIdial: recording audio prompts, blind monitoring agents, roaming between sessions, and barging in.
Read postHow to Record an Answering-Machine Message by Phone
Dial 8168 from any VICIdial-attached phone, record your message, save it, then paste the filename into the Answering Machine Message field on the Campaigns screen.
Read postWhere to Use VICIdial Phone-Recorded Prompts
Phone-recorded VICIdial prompts can be used in six distinct places across campaigns and in-groups — here is where each field lives and what it plays.
Read postWhat to watch on your VICIdial server every day
A short daily routine for VICIdial: the four numbers and one report that tell you whether your dialer is healthy before agents log in.
Read postHow to spot capacity problems before they hit your agents
Use VICIdial's performance graphs and 30-day stats to catch a server running out of headroom before agents start hearing lag and dropped calls.
Read postReading VICIdial server graphs for beginners
A plain-English walkthrough of the four graphs on the VICIdial Server Performance Report and what each line is really telling you.
Read postHow to set up uptime monitoring for your VICIdial server
A ping monitor is not enough for a VICIdial server. This post explains what to monitor, which endpoints reveal real dialer health, and how to wire up a tool like UptimeRobot or BetterStack to catch outages before your agents do.
Read postServer health status versus billing status: the difference
VICIfast tracks health status and billing status as two separate things. A server can be ACTIVE in billing terms while being DEGRADED or UNREACHABLE at runtime. Understanding the difference helps you troubleshoot faster.
Read postWhat the Real-Time Monitoring Log Report shows
The Real-Time Monitoring Log Report gives level-9 administrators a searchable record of every monitoring session: who listened in on whom, from which server, and what the agent was doing at the time. This post explains the fields and how to use the report for oversight and compliance.
Read postWhat the User Latency Report shows
The User Latency Report measures the round-trip web connection time between individual agents and the VICIdial server. This post explains what the numbers mean, how to read the daily chart, and when high latency points to an agent endpoint problem versus a server problem.
Read postHow to audit which managers monitored which agents
The Real-Time Monitoring Log Report records every listen-in session a manager starts — who listened, to whom, from which server, and for how long. Here is what the report contains and how to use it for compliance and accountability.
Read postMonitoring recording storage so you never run out of disk
Call recordings are the fastest way to fill up a VICIdial server's disk. This post explains how to track storage usage, understand how quickly recordings accumulate, and set retention policies before you hit a disk-full event.
Read postAgent latency as a server capacity signal
Agent screen latency is not just a network complaint — rising latency values are an early sign that your VICIdial server is approaching its capacity ceiling. This post explains why latency climbs under load and how to use it as an actionable capacity signal.
Read postHow to read the Agent Latency Report
The Agent Latency Report shows per-agent HTTP response times for the agent screen throughout a shift. This post explains each column and chart, what healthy numbers look like, and which patterns signal a problem worth investigating.
Read postWhat a DEGRADED server health status means
DEGRADED means your VICIdial server is still reachable but something is wrong at runtime — high load, a dead keepalive, or a key process that is partially down. Here is what triggers it and what to do.
Read postHow many Asterisk channels can your server carry at once?
The number of simultaneous Asterisk channels a VICIdial server can handle depends on CPU cores, codec choice, and dial ratio — not a fixed setting. This post explains what drives concurrent channel capacity and how to find your real ceiling.
Read postHow many agents can one VICIdial server handle?
There is no fixed agent limit in VICIdial — the ceiling is set by CPU, RAM, and system load. This post explains what drives agent capacity on a single box and how to read the signals that tell you you are approaching the limit.
Read postWhat high system load actually means on a dialer
High system load on a VICIdial server does not always mean the same thing. This post explains what load average measures, why it rises, and how to tell a real call surge from a runaway process.
Read postSpotting LAGGED clusters on the timeline chart
The LAGGED Summary Report's timeline chart is the fastest way to see whether agent lag is random noise or a repeating pattern. This post walks through what a cluster looks like on the chart and how to pinpoint exactly when and why it happens.
Read postMonitoring database load on a VICIdial server
On a single-tenant VICIdial box the database and Asterisk share the same CPU, so a slow query during peak dialing can stall your entire shift. This post explains what to watch and how to spot database pressure before it affects calls.
Read postWhat the last 1000 lines of Asterisk CLI output tell you
The Asterisk Debug Page surfaces the most recent 1000 lines of CLI output alongside SIP and IAX peer status. Learn how to read these streams to spot trunk registration failures, call leg errors, and codec mismatches before they affect your agents.
Read postSafe CPU and load thresholds for a VICIdial box
Knowing what load average and CPU percentages are acceptable on a VICIdial server helps you act before performance degrades. This post gives you concrete thresholds based on your core count and call volume.
Read postHow to watch disk usage on a busy dialer
Recordings, logs, and the database all grow on the same disk your VICIdial server runs on. Learn how to track disk percent-used, set retention policies, and avoid a full disk before it kills your dialer.
Read postHow to read the Agent LAGGED Report
The Agent LAGGED Report tells you exactly which servers and agents experienced timing lag events and when. Learn how to use both sub-reports to isolate whether lag is a server-side problem or an individual agent problem.
Read postHow to read the LAGGED Summary Report
The LAGGED Summary Report aggregates agent lag events into totals and a timeline chart so you can see whether lag is random or bunching at predictable times. This post explains how to read the chart and what the summary numbers tell you.
Read postSizing a VICIdial server: how many agents and channels a box can handle
Choosing the right server size for VICIdial means understanding two linked ceilings: the number of agents who can log in and work, and the number of concurrent Asterisk channels those agents will generate. This post explains the framework for thinking about both together.
Read postWhat causes latency gaps on the agent screen
Latency gaps on the VICIdial agent screen have several distinct root causes, from agent-side network problems to server overload. Understanding which category you are in determines the correct fix and prevents the same issue from recurring.
Read postSigns your VICIdial server needs more capacity
Knowing when your VICIdial box is running out of headroom before calls start dropping is the difference between proactive management and a mid-shift crisis. This post walks through the concrete signals that tell you capacity is maxed out.
Read postWhat the User Group Login Report tells you about agent access
The User Group Login Report groups every agent login by user group and shows you first login, last login, and the most recent session details — campaign, server, workstation, and phone. This post explains each column and how to use it for access reviews.
Read postWhat an UNREACHABLE server health status means
UNREACHABLE means health checks are getting no response from the server at all — not a partial failure but a complete loss of contact. Learn what causes it, how it differs from DEGRADED, and how to recover.
Read postWhat the Latency Gaps Report shows
The Latency Gaps Report surfaces periods where an agent's latency log goes silent while they should be logged in. These gaps are distinct from high latency — they indicate lost connectivity and are often the root cause of agents experiencing screen freezes or dropped sessions.
Read postWhat the average channels-in-use number means
The average channels-in-use figure on the Server Performance Report tells you how many concurrent Asterisk audio paths the server carried on average across a shift.
Read postReading your 30-day call-volume trend in Maximum System Stats
The 30-day call-volume series in Maximum System Stats lets you spot growth, seasonality, and creeping peaks before they breach your server or trunk capacity ceiling.
Read postWhat the Campaign Debug Page shows about an auto-dial campaign
The Campaign Debug Page surfaces the dialer's own back-end log lines for a chosen campaign, making it the first place to look when auto-dialing stalls or the hopper stops loading leads.
Read postHow to compare the settings of two campaigns side by side
Using VICIdial's Settings Compare Utility on the CAMPAIGNS type lets you see exactly which field differs between a working campaign and a broken one, without guessing.
Read postWhat off-hook minutes tells you about server usage
Off-hook minutes in the Server Performance Report counts the total time all Asterisk channels were carrying calls during a shift, making it a direct measure of server utilization and capacity headroom.
Read postWhat the Shared Debug Page shows for shared-agent campaigns
The Shared Debug Page exposes the agent-rotation and dialing decisions that drive shared-agent campaigns, letting you diagnose uneven pacing or campaign starvation without guessing.
Read postHow to read the Asterisk Debug Page
The Asterisk Debug Page gives you SIP and IAX peer status, outbound registry state, and the last 1000 lines of Asterisk console output without requiring SSH access to the server.
Read postWhat peak system load tells you about your VICIdial box
Peak system load in the Server Performance Report shows the single worst run-queue depth of a shift, revealing whether your VICIdial box hit a capacity ceiling.
Read postWatching server disk space from the Server Versions page
The disk-space column on the Server Versions page is your earliest warning that a VICIdial box is running out of room — and a full disk stops recordings and wedges the dialer.
Read postMonitoring the Asterisk channel count on your VICIdial server
The Asterisk channel count in the Server Performance Report shows how many live audio paths are open at any moment, helping you separate real call surges from runaway processes.
Read postWhat "most concurrent calls" tells you about your peak load
The most-concurrent-calls figures in VICIdial Maximum System Stats capture the single highest simultaneous call count reached each day, which is what actually sizes your trunks and server.
Read postVICIdial CPU time explained: USER, SYSTEM, and IDLE percentages
The USER, SYSTEM, and IDLE percentages in VICIdial's Server Performance Report show exactly where CPU time is going and whether your box is approaching its processing limit.
Read postChecking SIP Peers and Registry from the Asterisk Debug Page
The SIP Peers and Registry section of the Asterisk Debug Page tells you whether each carrier trunk and agent phone is registered and reachable, without opening an SSH session.
Read postHow to find a database schema mismatch between servers
When VICIdial logs show Unknown column errors or replication breaks after an upgrade, the DB Schema Compare Utility pinpoints which table or column is missing on which server.
Read postHow to check which VICIdial version each server is running
The version column on the Server Versions page lets you confirm every node in your cluster runs the same VICIdial build — a mismatch after a partial upgrade is a classic source of subtle dialer breakage.
Read postHow to read the Server Performance Report graphs
The Server Performance Report graphs four metrics over time on the same axes, and reading them together is the key to diagnosing whether call problems come from hardware or software.
Read postHow to read the Maximum System Stats report
The Maximum System Stats report shows a per-day table and bar graph for the last 30 days, tracking seven call and agent peak figures that drive capacity planning decisions.
Read postThe DB Schema Compare Utility explained
The DB Schema Compare Utility checks your VICIdial database servers for schema drift by comparing tables, row counts, and column counts between the primary and any secondary server.
Read postThe Settings Compare Utility explained
The Settings Compare Utility lets you pick two records of the same type and see every setting side by side, with differences highlighted so you know exactly what changed.
Read postHow to read the Server Versions page
The Server Versions page shows every server in your VICIdial cluster in one table, letting you confirm health, version alignment, and disk headroom at a glance.
Read postMonitoring VICIdial back-end processes for restarts and hangs
Using Internal Process Logs to spot a crashing VICIdial process — high launch count with short run times means keepalive is restarting it repeatedly, which is a sign of a real fault.
Read postWhat the Internal Process Logs page shows you
The Internal Process Logs page gives you a 7-day history of every back-end VICIdial process across all servers — launch counts, start times, and run durations that reveal what broke and when.
Read postHow to turn on System Performance logging in VICIdial
System Performance logging in VICIdial must be explicitly enabled per server before any data is collected, and without it the Server Performance Report stays permanently empty.
Read postHow to read the Campaign Debug Page
The Campaign Debug Page surfaces the dialer's own back-end log lines for one campaign so you can see exactly why it stopped dialing, hopper-loading, or pacing correctly.
Read postWhat "most concurrent agents" tells you about server sizing
The most-concurrent-agents daily peak in Maximum System Stats shows the highest number of agents logged in simultaneously, which is the figure that drives seat licensing and server headroom planning.
Read postWhat Queue Groups do in reports
Queue Groups bundle several campaigns and inbound groups under one ID so reports can show combined stats for a whole team or product line.
Read postHow IP Lists scope admin, agent and API access per user group
VICIdial gives every user group three independent IP whitelists for admin, agent and API access, so you can lock each surface to its own set of networks.
Read postWhat the user-group webphone overrides change
How the three user-group webphone overrides let you point one team at a different webphone URL, system key, or dialpad without touching anyone else.
Read postWhat a Group Alias lets agents pick for manual-call caller ID
A Group Alias gives agents a menu of outbound caller IDs to choose from when placing manual calls and three-way calls from the agent screen.
Read postHow to set up Admin Contacts for agent transfers
Admin Contacts give agents a searchable directory of non-agent phone numbers to transfer calls to, set up through Custom Transfer presets.
Read postHow to limit which reports a user group can open
The Allowed Reports setting restricts which reports level 7 and higher users in a group can open, scoping managers to what they need.
Read postHow to read the VICIdial Server Performance Report
A plain-English walkthrough of the VICIdial Server Performance Report — what each summary stat and graph line is telling you about your box.
Read postWhat VM Message Groups give agents on a voicemail drop
VM Message Groups let agents pick from a ranked, time-aware list of pre-recorded messages to leave when transferring a call to voicemail.
Read postMonitoring VICIdial server health and capacity: a complete guide
A practical, top-to-bottom guide to watching your VICIdial server's load, channels, disk, latency, and health so problems surface before they hurt your floor.
Read postVICIdial system load explained
What the system load number on a VICIdial server actually means, how to read it against your CPU count, and when a high number is a real problem.
Read postHow Allowed Queue Groups scopes report visibility for a group
Allowed Queue Groups limits which queue groups a user group can see inside queue-based reports, keeping managers focused on their own queues.
Read postHow Allowed User Groups limits which records a group can see
Allowed User Groups controls which other user groups a manager can view and edit, scoping access to DIDs, phones, leads, and more by group.
Read postWhat User Group Script Override puts on the agent screen
Script Override on a user group forces a chosen script onto the agent screen when the matching campaign setting is enabled, overriding everything else.
Read postHow to scope which campaigns a group can QC
Use the user-group QC Allowed Campaigns and QC Allowed Inbound Groups settings to control which calls each quality-control team can review.
Read postHow Shift Enforcement on a user group restricts agent logins
Shift Enforcement ties agent logins to scheduled shifts so people only work the hours you set, with OFF, START, and ALL modes.
Read postHow to read the Admin Changes audit on a user record
The Admin Changes section on a VICIdial user record logs who changed a setting, from which IP, what changed and when, giving you a per-user audit trail.
Read postWhat the Admin User Group field on a record does
The Admin User Group field on VICIdial records restricts which admins can view that record by user group, with --ALL-- meaning everyone.
Read postHow to move every user from one group to another with Bulk Group Change
Bulk Group Change reassigns every member of one VICIdial user group to another in a single action, including a non-ADMIN sweep option.
Read postHow to restrict VICIdial logins by IP with IP Lists
Lock VICIdial web access to known networks by building an IP List and assigning it to a user group's admin, agent or API access.
Read postWhat Settings Containers do and when you need one
Settings Containers store large blocks of configuration under one ID so PHP and Perl scripts can read them, from email templates to dial timeouts.
Read postHow CID Group auto-rotation cycles your caller IDs
CID Group auto-rotation cycles one active caller ID at a time across your group on a timer, so no single number carries every call.
Read postHow to read the VICIdial Group Hourly report
The Group Hourly report shows per-agent call totals for one user group, one disposition status, and one hour — here is how to read it.
Read postWhat the system-wide IP blacklist blocks
VICIdial's system-wide IP blacklist blocks every web service for any user coming from a listed address, regardless of their user group.
Read postWhat VICIdial CID Groups do and when to use them
CID Groups let you share one set of caller IDs across campaigns and rotate them by state, area code, or none-at-all auto-rotation.
Read postWhat Force Timeclock Login does for a user group
Force Timeclock Login blocks agents from the dialer until they clock in, keeping attendance records and login state in sync.
Read postWhat Campaign Ranks and Grades do for call routing
Per-user Campaign Ranks and Grades steer which available agent gets the next call when Next Agent Call is set to rank or grade routing.
Read postWhat Alter Agent Interface Options lets a manager change
How the Alter Agent Interface Options admin permission lets a manager edit another user's agent screen settings from the admin interface.
Read postWhat Inbound Calls Credits do on a user
Inbound Calls Credits cap how many inbound calls an agent can take before a manager has to manually top them up again.
Read postHow Allowed Campaigns on a user group scopes agent logins
What the Allowed Campaigns setting on a VICIdial user group does and how it decides which campaigns an agent can choose at login.
Read postWhat the Modify Phones, Servers and Statuses permissions cover
What the Modify Phones, Modify Servers and Modify Statuses admin permissions each unlock, and how the three carve up VICIdial system administration.
Read postWhat the five Custom User Fields are for
The five Custom User Fields store arbitrary per-agent data you can pull into web forms and scripts as user_custom_one through user_custom_five.
Read postHow to add a new VICIdial user group
A step-by-step walkthrough for creating a VICIdial user group, the admin entity that bundles agents and sets shared login rules.
Read postWhat Modify Same User Level does for level 9 admins
Modify Same User Level decides whether one level 9 VICIdial admin can edit other level 9 admins and their own account. Here is how it works.
Read postWhat the HotKeys Active user option does
HotKeys Active turns on keyboard quick-dispositioning in the agent screen so agents close out calls with a single keypress.
Read postHow to delete a VICIdial user group
The two-step process for removing a VICIdial user group safely, plus what to check before you delete one.
Read postWhat the Agent API Access permission does
Agent API Access lets one VICIdial account drive another agent's live session over the agent API. Here is how the two-account model works.
Read postHow to give one agent extra disposition statuses
The Additional Status Group field attaches a custom set of disposition statuses to a single agent on top of the system, campaign, list, and in-group statuses they already have.
Read postHow to cap a user's inbound calls per day
Max Inbound Calls sets a daily ceiling on how many inbound calls one agent can take across all groups, with optional filtering rules.
Read postWhat Search Lead Ignore Group Restrictions does
How the Search Lead Ignore Group Restrictions user setting lets a manager search and modify leads system-wide instead of only within their user group's campaigns.
Read postHow to modify a VICIdial user group
A tour of the VICIdial Modify User Group screen and the settings that change how every agent in the group logs in and works.
Read postWhat Admin Hide Lead Data and Hide Phone Data do
How the Admin Hide Lead Data and Admin Hide Phone Data user settings mask customer details for level 7, 8 and 9 managers in reports and screens.
Read postWhat the AGC Admin Access permission unlocks
What the AGC Admin Access permission unlocks across the astGUIclient admin pages, and why this single toggle opens so many sections at once.
Read postWhat Agent Status Viewable Groups controls on the agent screen
How the Agent Status Viewable Groups setting decides which colleagues an agent sees in the sidebar and can transfer calls to.
Read postWhat the User Admin Redirect URL does for report-only logins
User Admin Redirect URL sends a VICIdial account straight to one page at login instead of the admin screen. Ideal for report-only users.
Read postWhen to use an API Only User account
An API Only User can call VICIdial's API but never log into the admin or agent screens. Here is when that lockdown is the right call.
Read postWhat the Agent Transfers option lets an agent do
The Agent Transfers user option controls whether an agent can open the transfer-conference panel to three-way call or move a live call elsewhere.
Read postWhat the Agent Call Manual option lets an agent dial
Agent Call Manual lets an agent dial any number by hand while paused, pulling existing lead data or creating a fresh lead on the fly.
Read postHow to assign one in-group to a whole user group at once
Use the user-group screen to add or remove an in-group for every active agent in the group in a single action instead of one by one.
Read postHow to cap a user's manual-dial calls per day and per hour
Two per-user fields cap how many DIAL NEXT NUMBER calls an agent can place per day and per hour across every campaign they touch.
Read postWhat the Agent Recording Override does on a user
Agent Recording Override forces a single user's call recording behavior regardless of the campaign setting, with five distinct modes.
Read postHow to run multiple teams or clients on one VICIdial with users and groups
A practical guide to using VICIdial users, user levels, permissions, and user groups to run several teams or clients on one dialer with clean separation.
Read postWhat the Modify Users permission lets a manager do
The Modify Users permission is the gate that lets a manager edit other VICIdial accounts. Here is exactly what it grants and where its limits are.
Read postWhat the five Modify Leads permission settings do
The Modify Leads permission is not a simple on-off switch. Its five settings range from full edit to read-only. Here is what each value means.
Read postHow to find the call ID ra_call_control needs
The ra_call_control API needs a call ID in its value field. Here is where that ID comes from and how to read it off a live remote-agent call.
Read postHow to delete a VICIdial user safely
Remove a VICIdial user account the right way using the two-step DELETE THIS USER flow, plus when to disable instead of delete.
Read postHow to set up the ViciPhone WebRTC softphone
ViciPhone is a free WebRTC softphone built for VICIdial. Here are the steps to get it working: Asterisk version, certs, and a conf file template per phone.
Read postHow to search for a VICIdial user
Find any account fast with the Search For A User screen in VICIdial — filter by name, user ID, user level or group instead of scrolling the full list.
Read postWhat the Export Reports permission lets a manager download
The Export Reports permission decides whether a manager can pull raw call data off the Reports screen as a downloadable file. Here is what it covers.
Read postWhat the VICIdial user permission checkboxes do
A plain tour of the VICIdial admin permission checkboxes, from Modify Users to Delete Campaigns, and how they shape what a manager can touch.
Read postHow to test a Remote Agent's External Extension before going live
Before flipping a Remote Agent to ACTIVE, dial its External Extension from the server. This one test catches most forwarding failures.
Read postWhat the Delete Users, Lists and Campaigns permissions control
The Delete family of VICIdial permissions removes accounts, lists, and campaigns. Here is what each one controls and why they are kept separate.
Read postVICIdial user levels (1 to 9) explained
What each VICIdial user level unlocks, from a level 1 agent who can only take calls to a level 9 manager with full administrative control.
Read postWhy the Zoiper WebPhone no longer works in modern browsers
The Zoiper WebPhone relied on NPAPI, which Chrome and Edge dropped in 2016. Here is what broke, which browsers still ran it, and what to use instead.
Read postWhat the View Reports permission does and why it needs level 7
The View Reports permission opens the VICIdial reports, but only for users at level 7 or higher. Here is why both gates exist.
Read postHow to add a new VICIdial user
A step-by-step walkthrough of the Add A New User screen in VICIdial, covering the four required fields and what happens after you submit.
Read postWhat latency does to remote-agent audio quality
How one-way delay, jitter, and packet loss degrade remote-agent call audio, and the simple measurements that tell you which one is hurting you.
Read postWhen to use ViciPhone instead of the Zoiper WebPhone
ViciPhone and the Zoiper WebPhone both put a phone in the browser, but only one still works. Here is the practical choice for a new VICIdial setup.
Read postWhat ViciPhone needs: Asterisk 13+ and real SSL certs
ViciPhone has two hard requirements before it will register: Asterisk 13 or higher on every server and authentic SSL certs everywhere agents log in.
Read postWhat the Zoiper WebPhone integration is
VICIdial ships hooks for the Zoiper WebPhone, a browser-embedded phone licensed per domain. Here is what the integration does and how it was wired in.
Read postHow to troubleshoot a Remote Agent that isn't getting calls
A Remote Agent set up correctly but receiving no calls usually fails one of four checks. Walk them in order to find the gap.
Read postHow to modify a VICIdial user's settings
How the Modify User screen works in VICIdial, the difference between agent and admin interface options, and why some changes only apply at the next login.
Read postHow to fix an external-phone agent whose phone never rings
An external-phone agent logs in but the phone never rings. The fix is almost always one wrong field on the phone record.
Read postWhat the Load Leads and Download Lists permissions control
Load Leads decides who can import contacts into VICIdial, and Download Lists decides who can pull a whole list back out. Here is how each one works.
Read postHow to copy a VICIdial user to create a new one
Use the Copy A User screen in VICIdial to clone an existing account's settings into a new one — just supply a new ID, password and full name.
Read postWhat the GDPR Export and Delete Leads permission does
This permission lets a manager download or fully erase every record for one customer, recordings included, to satisfy a GDPR request. Here is how it works.
Read postHow to live-monitor agents from your mobile phone
Walk through the full setup to blind-monitor any agent through your cellphone using VICIdial's Real-Time Report and a dedicated Phones entry.
Read postHow to set up a Remote Agent to take inbound, outbound, or blended calls
A VICIdial Remote Agent can handle inbound calls, outbound calls, or both at once depending on the Campaign and inbound group fields you fill in when creating the record.
Read postHow to transfer a remote-agent call into an in-group via the API
Use ra_call_control with stage=INGROUPTRANSFER and an ingroup_choices parameter to send a VICIdial remote-agent call into a queue in-group from an external application.
Read postHow to log in and go ACTIVE on vdremote.php
To go active on vdremote.php, open the URL on your server, sign in as a level-4 VICIdial user, change Status to ACTIVE, and click SUBMIT. Allow up to a minute for the change to take effect.
Read postWhen to use DEFAULTINGROUP in an in-group transfer
DEFAULTINGROUP is a reserved ingroup_choices value that routes the call back to the in-group or campaign that originally sent it to the remote agent, without your app needing to know that name.
Read postThe three stages of ra_call_control explained
ra_call_control has three stage values — HANGUP, EXTENSIONTRANSFER, and INGROUPTRANSFER — each requiring different extra parameters and producing different outcomes for the call.
Read postHow to disposition remote-agent calls from vdremote.php
When a call arrives on vdremote.php, the screen shows caller ID and call details. After the call ends, the agent picks a disposition code from a dropdown and submits it to close the record.
Read postWhy a Remote Agent user needs level 4 or higher
VICIdial remote agents must have user level 4 or higher to log in through the vdremote.php web page; lower-level users can still receive forwarded calls but cannot access the web login.
Read postWhat happens when a direct-agent call has no one to answer
When no agent answers a direct-to-agent call before the AGENTDIRECT drop timeout, VICIdial fires the User Unavailable Action — most often sending the call to voicemail.
Read postHow to set the dialplan number for an external-phone agent
The dialplan number on a VICIdial external phone record must be the full number exactly as dialed from your phone system — including any outside-line prefix like a leading 9.
Read postHow to use a cell phone as your agent line
You can connect a VICIdial agent using a mobile phone by creating an EXTERNAL phone entry with the cell number as the dialplan number — no SIP app needed.
Read postWhat the AGENTDIRECT in-group does
AGENTDIRECT is a special VICIdial in-group that holds a direct-to-agent call in queue until the agent answers or the drop timeout fires.
Read postHow to transfer a remote-agent call to a phone number via the API
Use ra_call_control with stage=EXTENSIONTRANSFER and a phone_number parameter to blind-transfer a VICIdial remote-agent call to any number reachable through the server's default dialplan context.
Read postWhen to use ---ALL--- in the RA Extensions User Start field
The ---ALL--- token in VICIdial's RA Extensions User Start field applies a DID extension override to every call, regardless of which remote agent receives it.
Read postWhat the EXTERNAL client protocol setting means
Setting client protocol to EXTERNAL tells VICIdial the device will not register as a SIP client, so the system dials out to the agent's phone number instead of waiting for a registration.
Read postHow to hang up a remote-agent call with ra_call_control
To hang up a call a remote agent is on, send a ra_call_control request to agc/api.php with stage=HANGUP, the call ID in value, and the agent username in agent_user.
Read postHow to add a cellphone Phones entry for monitoring
Create an External-type Phones entry in VICIdial that lets the system dial your cellphone when you trigger live monitoring from the Real-Time Report.
Read postWhat the vdremote.php remote login page is for
vdremote.php is a lightweight web page where remote agents flip their status ACTIVE or INACTIVE and see incoming call info without the full VICIdial agent screen.
Read postWhy an external-phone agent needs the right Local GMT setting
The Local GMT field on a VICIdial external phone record sets the agent's timezone offset and does not adjust automatically for Daylight Saving Time — a wrong value skews call-time logic.
Read postWhat the AGENT DID route does
The AGENT DID route tells VICIdial to send an inbound call directly to one specific user rather than a queue, call menu, or general in-group.
Read postWhat the ra_call_control API does
ra_call_control is an agent API function that lets an external app hang up or transfer a call a remote agent is currently handling, and optionally log a disposition.
Read postHow to point a DID at a specific logged-in agent
Route an inbound DID directly to one VICIdial agent by setting DID Route to AGENT, picking the User Agent, and assigning an AGENTDIRECT in-group.
Read postHow the LISTEN column in the Real-Time Report works
The LISTEN column in VICIdial's Real-Time Report lets you blind-monitor any active agent through a phone of your choice — here is what makes it appear and what it does.
Read postHow to run a VICIdial agent on a home phone
Create an EXTERNAL phone entry in VICIdial so an agent can log in from a home phone and take calls without a SIP softphone.
Read postWhat the external phone type in VICIdial does
The external phone type tells VICIdial that the agent's audio device is an off-platform phone the dialer must call out to, not a SIP endpoint that registers on the server.
Read postWhat the Inbound Groups setting on a Remote Agent does
The Inbound Groups field on a Remote Agent selects which in-group call queues route calls to that agent — required whenever the Campaign is set to CLOSER.
Read postWhat the Server IP field on a Remote Agent does
The Server IP field ties a remote agent record to one specific VICIdial server. Here is why that matters and what happens if it is wrong.
Read postHow to set the External Extension on a Remote Agent
Step-by-step instructions for setting the External Extension field on a VICIdial remote agent, including how to find the right number and test it before going live.
Read postWhat the External Extension field on a Remote Agent does
The External Extension field tells VICIdial which number to forward calls to for a remote agent. Get this wrong and calls go nowhere — here is what to put in it.
Read postWhat the On-Hook Ring Time setting on a Remote Agent does
On-Hook Ring Time sets how long VICIdial waits for a remote agent to answer before trying another agent — and why you should set it below voicemail threshold.
Read postWhy a Remote Agent takes up to a minute to deactivate
You set a VICIdial remote agent to INACTIVE but calls keep coming for another minute. This is normal — here is why it happens and what to expect.
Read postWhat the On-Hook Agent setting on a Remote Agent does
On-Hook Agent makes VICIdial call the remote agent first before bridging the customer — preventing callers from being sent straight to voicemail.
Read postHow to route inbound calls to a Remote Agent
Routing inbound calls to a VICIdial Remote Agent takes three pieces: a CLOSER campaign, one or more in-groups, and a DID that points to those in-groups.
Read postUsing Remote Agents for broadcast and survey campaigns
Remote Agents are one of the two recommended ways to run VICIdial broadcast and survey campaigns. Here is how the multi-line setup works.
Read postWhat the Number of Lines field on a Remote Agent does
Number of Lines tells VICIdial how many concurrent calls it can send to a single Remote Agent entry. Here's what changes when you raise or lower it.
Read postHow to delete a Remote Agent
Deleting a VICIdial Remote Agent is a two-step process on purpose. This guide walks you through both clicks so you do not remove the wrong record.
Read postWhat VICIdial Extension Groups are
VICIdial Extension Groups let you distribute calls going to a Remote Agent across several dialplan extensions in a defined rank order.
Read postWhat the User ID Start field on a Remote Agent does
User ID Start is the foundation of every remote-agent record. Here's what it controls, why it must be a real user account, and how it relates to multi-line setups.
Read postWhat the Campaign field on a Remote Agent does
The Campaign field on a Remote Agent record controls which campaign the agent logs into — and for inbound, only a CLOSER campaign type will work.
Read postHow to modify a Remote Agent record
A walkthrough of every field on the Modify Remote Agent screen — what each one does and what to watch out for when saving changes.
Read postHow to round-robin calls to Remote Agents
VICIdial can round-robin inbound calls across several dialplan extensions for a Remote Agent using an Extension Group. Here is the full setup.
Read postHow to set up an RA Extensions override for a DID
VICIdial's RA Extensions page lets you override the extension used for Remote Agent calls on a specific DID, including round-robin across multiple entries.
Read postWhat DID Remote Agent Extension Overrides are
DID Remote Agent Extension Overrides let you change which extension handles inbound calls for specific DIDs routed through Remote Agents and in-groups.
Read postHow call recording works for a Remote Agent
Remote Agents in VICIdial can be recorded just like any other agent. Two settings control it: the campaign recording mode and the user record flag.
Read postWhat the Status (ACTIVE / INACTIVE) field on a Remote Agent does
The Status field on a VICIdial remote agent is the on/off switch that controls whether the dialer sends calls to it. Here is exactly what each value means.
Read postHow to read Remote Agent daily stats
VICIdial's Remote Agent daily stats give you a per-day view of total calls and peak concurrent calls. Here is how to read them.
Read postHow to set up a multi-line Remote Agent
A multi-line Remote Agent lets VICIdial send several calls at once to a single external number. Here's the exact setup process and what to double-check before going live.
Read postWhy a Remote Agent shows up as R/111, R/112 and R/113
When a multi-line Remote Agent goes ACTIVE, VICIdial creates several R/ slots in the real-time screen. Here's what those entries mean and why they exist.
Read postHow to create a VICIdial Extension Group
Extension Groups let you distribute calls to a Remote Agent across multiple dialplan extensions. Here is how to create one step by step.
Read postWhat the Rank field on an Extension Group entry does
The Rank field on a VICIdial Extension Group entry sets the order in which the system tries each dialplan extension. Here is what that means in practice.
Read postWhy your mailbox keeps getting locked, and how to slow the check rate
Email providers lock accounts that log in too often. Raise your Frequency Check Rate and pick the right POP3 auth mode to stop the lockouts.
Read postWhen email and chat are worth adding to your VICIdial floor
A decision guide for adding VICIdial email and chat: weigh volume, after-hours demand, and customer preference against your agent pool.
Read postHow to put the VICIdial chat widget on your website
Set up a VICIdial Chat Group so a chat entry point on your website routes inbound chats to agents the same way calls are queued.
Read postWhat Queue Priority does when agents handle calls and chats
VICIdial Chat Group Queue Priority sets the order chats are answered against calls; one digit higher than the campaign always wins.
Read postHow to add a post-chat survey link for customers
How the Customer Chat Survey Link and Survey Text fields on a VICIdial chat group offer customers a survey after a chat ends.
Read postWhat the Start Chat URL and Dispo Chat URL fields do
How the Start Chat URL and Dispo Chat URL fields on a VICIdial chat group fire web hooks when a chat opens and closes.
Read postWhat a VICIdial Remote Agent is
A VICIdial Remote Agent forwards calls to an off-platform phone or extension instead of an agent at the screen. Here is what that means.
Read postHow agents handle inbound website chats in VICIdial
An inbound website chat pulls the lead, locks the agent screen, and ends with a disposition, exactly like an inbound call.
Read postHow to add a new Remote Agent
Step-by-step: add a VICIdial Remote Agent, fill the fields correctly, and avoid the digits-only rejection that trips people up.
Read postHow to let one agent handle calls, emails, and chats at once
Log one agent into a campaign, an email group, and a chat group, then let Queue Priority decide which channel gets served first.
Read postWhy your VICIdial inbound email isn't arriving, and how to fix it
Inbound email silence is almost always one of four things: System Settings, the E keepalive, the parser cron, or an inactive account. Here is the checklist.
Read postWhat the Default List ID does for new chat customers
The VICIdial Chat Group Default List ID is the list a brand-new chat visitor is dropped into when no matching lead exists yet.
Read postVICIdial Remote Agents explained
A complete guide to VICIdial Remote Agents: what they are, the two main uses, multi-line user IDs, key fields, recording, and vdremote.php.
Read postHow to disposition an email after the agent replies
After an agent answers an inbound email, dispositioning the lead is what releases them for the next call or message. Here is how it works.
Read postWhat the QC settings on a Chat Group do
The QC fields on a VICIdial chat group: QC Enabled, QC Statuses, QC WebForm, QC Script, QC Shift, and the record-launch options.
Read postHow to add an inbound Chat Group in VICIdial
Add a new VICIdial Chat Group so agents can handle inbound website chats: enable the feature, fill the three required fields, submit.
Read postWhat Chat Group Rank, Grade, and Chat Count mean
The rank, grade, and chat count section at the bottom of a VICIdial chat group screen, and how each value shapes routing.
Read postHow to brand the customer chat screen colors and logo
How the Customer Chat Screen Colors field on a VICIdial chat group sets the colors and logo your customers see during a chat.
Read postHow to copy a VICIdial Chat Group instead of rebuilding it
Use Copy Chat Group to clone an existing group's settings into a new one by entering a new ID, name, and a source group.
Read postWhen to use a Remote Agent instead of a standard agent login
A standard agent works at the screen with full controls. A Remote Agent forwards calls to a phone. Here is when each one wins.
Read postWhat the Chat Group ID, Name, and Color do
The three required fields on a VICIdial Chat Group: a permanent ID, an editable Name, and a Color that needs a leading # for hex values.
Read postWhy an incoming email locks the lead to the agent's screen
When an inbound email reaches an agent, VICIdial pulls the matching lead and locks it so no call or other email interrupts the reply.
Read postHow to modify an existing VICIdial Chat Group
Walk through every editable field on a VICIdial Chat Group: name, color, default list, queue priority, status override, and the URLs.
Read postHow to safely delete a Chat Group in VICIdial
Deleting a VICIdial Chat Group is a two-step confirmation: click DELETE, then click the second confirmation link after the page reloads.
Read postWhat Status Group Override does on a Chat Group
VICIdial Chat Group Status Group Override swaps in a custom Status Group for chats; System Statuses stay, with a HotKey caveat.
Read postWhat the QC settings on an Email Group do
The QC fields on an email group turn on quality control review, choose which statuses get checked, and set the web form, script, and shift a QC agent uses.
Read postHow to turn on email in System Settings before agents can use it
Email handling in VICIdial is off until you flip one global switch. Here is the System Settings change that has to happen first, and what it does and does not cover.
Read postWhen to use EMAILLOOKUPRC and EMAILLOOKUPRL for email matching
Two narrower email-matching modes that limit the search to one campaign or one list, so an incoming email attaches to the right record instead of any match anywhere.
Read postHow to assign an Email Group to a campaign so agents can staff it
An email group does nothing until a campaign is allowed to use it. Here is how to add it under Allowed Inbound Groups so agents can log in and take email.
Read postHow to point an Email Account at the right Email Group
The In-Group ID field is the link between a mailbox and the queue that feeds your agents. Get it right and incoming email reaches the people staffing that group.
Read postHow to let a user configure Email Accounts
Building an email account in VICIdial needs a specific user permission. Here is the Modify Email Accounts setting, where it lives, and who should get it.
Read postHow to set up VICIdial inbound email with a Gmail account
A start-to-finish walkthrough for connecting a Gmail inbox to VICIdial so agents can handle email like calls, including the Gmail-specific settings that trip people up.
Read postHow to connect an IMAP inbox to VICIdial
Connect an IMAP mailbox to VICIdial by setting the protocol to IMAP and filling the server, user, and password. Here is what IMAP needs and how it differs from POP3.
Read postWhat the "E" keepalive and inbound email parser do
Two server-side pieces make VICIdial email actually move: an "E" keepalive on one server and the inbound email parser running every minute. Here is what each one is for.
Read postEmail Accounts vs Email Groups: what each one is for
An Email Account is the mailbox VICIdial logs into to fetch mail. An Email Group is the queue that decides which agent works each message. Here is how the two connect.
Read postWhat the POP3 Auth Mode setting does (APOP, CRAM-MD5, PASS)
Auth Mode controls how VICIdial proves who it is to a POP3 mail server. Here is what BEST, APOP, CRAM-MD5, and PASS each mean and when to override the default.
Read postWhat the Email Frequency Check Rate does and why 10 minutes
The Frequency Check Rate sets how often VICIdial logs into your mailbox. Five minutes is the floor, but ten is safer, and with Gmail it is a hard requirement.
Read postWhat the Un-handled Emails count tells you
The Un-handled Emails number on an email account shows how many messages are sitting in the outside mailbox waiting to be pulled in. It is a quick health check for your inbound email.
Read postWhat the Dispo Email URL field does
Dispo Email URL fires a silent web request when an agent dispositions an email, and it can pass the chosen disposition and the actual time spent working the message.
Read postHow agents receive and reply to emails in VICIdial
An inbound email behaves a lot like a call. Here is exactly what an agent sees, why the record locks, and how they close it out and get the next one.
Read postHow to safely delete an Email Group in VICIdial
Deleting an email in-group is a two-step confirmation. Click the delete link, then click the second confirmation link that appears, so you never remove a group by accident.
Read postWhat the Default List ID does for incoming emails
When an inbound email has no matching record, VICIdial creates a new one. The Default List ID is the list that new record lands in.
Read postHow to connect a POP3 inbox to VICIdial
A step-by-step walkthrough for pointing VICIdial at a POP3 mailbox so incoming email lands in front of your agents like a call.
Read postWhat the Start Email URL field does
Start Email URL fires a silent web request every time an email is delivered to an agent, letting you notify an outside system without the agent ever seeing it.
Read postEMAIL vs EMAILLOOKUP: how VICIdial matches incoming email to a lead
The In-Group Call Handle Method decides whether each new email becomes a fresh lead or gets matched to an existing one. EMAIL and EMAILLOOKUP explained.
Read postHow to add an inbound Email Account in VICIdial
Walk through the core fields for a new inbound Email Account in VICIdial: ID, name, active, type INBOUND, protocol, server, login, check rate, and the In-Group it feeds.
Read postHow to move emailed leads to another list by disposition
Use the Dispo Email URL with the dispo_move_list script to send emailed leads to a different list based on how the agent statused them, including splitting outcomes across many lists.
Read postHow to copy a VICIdial Email Group instead of rebuilding it
Use the Copy Email Group page to clone all of an existing email group's settings into a fresh in-group by entering a new ID, a new name, and the source group.
Read postWhat the Email Reply-to Address controls
The Email Reply-to Address tells VICIdial which mailbox it is connecting to and sets the From line on agent replies. Here is what it does and what it doesn't.
Read postWhat Status Group Override does on an Email Group
Status Group Override swaps the campaign disposition set for a custom one when an agent works an email from a given email group, without touching System Statuses.
Read postHow to rank agents so your best ones get more emails
A practical walkthrough of setting per-agent rank and grade on a VICIdial email group so your strongest agents clear more inbound email.
Read postHow to add an inbound Email Group in VICIdial
A step-by-step walk through adding a new inbound Email Group so your agents can handle email the same way they handle calls.
Read postHow to pick a voice for Text-to-Speech
The TTS Voice setting decides which Cepstral voice reads your text aloud. Here is what it controls and why the default is Allison-8kHz.
Read postWhat ingroup_grade_random does for email distribution
The grade-random methods give higher-graded agents a better chance of getting the next email without ever guaranteeing they receive it.
Read postWhat the TTS ID and TTS Name fields are
The TTS ID is the unique short identifier for a Text-to-Speech entry; the TTS Name is the descriptive label. Here is how each one is used.
Read postHow to assign a Music On Hold class to a campaign
A short walkthrough for building a Music On Hold entry in VICIdial and pointing a campaign at it so held callers hear the right audio.
Read postWhat the Web Form buttons on an Email Group do
The three Web Form fields on a VICIdial Email Group launch custom web addresses from buttons on the agent screen — here is how to wire them up.
Read postWhat Cepstral is and why VICIdial TTS needs it
Cepstral is the text-to-speech engine that turns VICIdial prompt text into spoken audio, with SSML control over pronunciation, pitch, and volume.
Read postOldest-wait vs fewest-emails: choosing an email routing method
Two of the most useful Next Agent Email methods sort agents very differently: oldest-wait rewards idle time, fewest-emails chases a flat count.
Read postWhat Email Group Rank, Grade, and Email Count mean
Rank, grade, and email count are the three per-agent numbers that decide who gets the next email on an inbound email group, and they each work differently.
Read postHow to mix TTS with recorded audio in one prompt
Drop audio tags into a VICIdial TTS entry to play recorded WAV files alongside spoken lead data inside the same prompt.
Read postWhat the Email Group ID and Group Name do
The Group ID and Group Name are two of the three required fields on a VICIdial Email Group — here is exactly what each one controls.
Read postHow to send more emails to higher-level agents
The overall_user_level method routes more inbound emails to agents with a higher user level, useful for steering volume toward experienced staff.
Read postHow to control TTS pronunciation with SSML
SSML lets you tell VICIdial's text-to-speech engine how to say numbers, letters, and account IDs instead of guessing the pronunciation.
Read postWhat Queue Priority does when agents handle calls and email
Queue Priority decides whether an email group's items get answered ahead of calls and other groups when an agent is logged into more than one.
Read postHow Next Agent Email decides who gets the next email
The Next Agent Email setting on an email group picks which available agent gets the next inbound email, with about a dozen ordering methods to choose from.
Read postWhat Text-to-Speech is in VICIdial
Text-to-Speech turns typed text into spoken audio in VICIdial, but it depends on Cepstral being installed and a system setting being enabled.
Read postVICIdial inbound email and chat, explained
How VICIdial turns inbound emails and website chats into work that pulls the lead, locks the agent, and routes like any other call.
Read postHow to use a TTS entry in a campaign audio field
Replace any campaign audio prompt with a text-to-speech entry by typing TTS followed by the entry id into the audio field.
Read postWhat the Email Group Color does on the agent screen
The Group Color is a required Email Group field that drives the alert color agents see when a new email arrives — including the hex gotcha that breaks the screen.
Read postHow to modify an existing VICIdial Email Group
Which fields on a VICIdial Email Group you can change after creation, which one is locked forever, and how to edit them safely.
Read postWhat the three Cepstral licenses are for
Integrating Cepstral TTS with VICIdial means buying three licenses — Voice, Channel, and Save-to-file — each sold on a different basis.
Read postHow to read lead data aloud with TTS variables
Drop lead variables like --A--first_name--B-- into a VICIdial TTS entry to read a caller's own details back to them in the generated audio.
Read postWhat the Active field on an Email Group controls
The Active field is the on/off switch for a VICIdial Email Group — here is what Y and N actually do to inbound mail routing.
Read postHow to add a Text-to-Speech entry in VICIdial
Step-by-step on creating a Text-to-Speech entry in VICIdial, including the three required fields and the prerequisites that make it speak.
Read postWhere you can use a phone-recorded prompt in VICIdial
A prompt you record by dialing 8168 can plug into several VICIdial fields — answering-machine messages, safe-harbor greetings, in-group drops, after-hours messages, and more.
Read postWhat the 85100001 prompt IDs are and where they come from
Record a prompt over the phone and VICIdial reads back a filename like 85100001. Here is what that number means, why it starts there, and how it increments.
Read postWhat the audio chooser link does
The audio chooser link in VICIdial is the little picker beside every prompt field. It lists Audio Store files, lets you sort and preview them, and fills the field in one click.
Read postWhat the 4321 PIN on the 8168 prompt recorder is
When you dial 8168 to record a prompt, VICIdial asks for an ID. That ID is 4321 followed by the pound key. Here is what it gates and how to think about it.
Read postHow to upload your own hold music to VICIdial
How to get your own hold-music clip into VICIdial: format it correctly, push it through the audio store, then attach it to a Music On Hold entry.
Read postHow to add a Music On Hold class in VICIdial
Step-by-step instructions for creating a new Music On Hold entry in VICIdial, from the ID rules to attaching your first audio file.
Read postHow to replace an existing audio file in the store
Swapping a prompt in the VICIdial Audio Store is as simple as re-uploading a file with the same name. Here is how it works and what to watch for.
Read postWhat the Random Order setting does for Music On Hold
The Random Order setting on a VICIdial Music On Hold class decides whether your hold tracks play in the order you ranked them or in a shuffled order. Here is exactly what it changes.
Read postHow to replace the default VICIdial hold music
How to swap the stock VICIdial hold music for your own audio — by editing the default entry or pointing campaigns at a new Music On Hold class.
Read postHow to set the play order of hold-music tracks
VICIdial lets you set the exact order your Music On Hold tracks play using the Rank pulldown. Here is how to reorder them so callers hear your files in the sequence you want.
Read postHow to add another track to a Music On Hold class
Adding a track to a VICIdial Music On Hold class is a two-part job: get the file into the audio store, then attach it to the class. Here is the full walkthrough.
Read postWhat the red format warning on audio upload means
VICIdial flags uploaded WAV files with a red warning when they are not PCM mono 16-bit 8k. Here is what the warning checks and how to clear it.
Read postWhat the Active setting does on a Music On Hold class
The Active setting decides whether a VICIdial Music On Hold class is written into the live config or removed from it. Here is what flipping it to inactive really does.
Read postHow to record a voicemail-drop prompt for an outbound campaign
A voicemail drop lets an agent leave a pre-recorded message and move on. Here is how to record that message over the phone with 8168 and wire it into an outbound campaign.
Read postHow to delete an audio file from the Audio Store
Deleting a file from the VICIdial Audio Store is a one-at-a-time operation by filename. Here are the steps and the one check to run before you remove anything.
Read postWhat Music On Hold is in VICIdial
A plain-English rundown of what Music On Hold means in VICIdial, where the audio comes from, and how the dialer decides which clip a waiting caller hears.
Read postHow to copy an audio file to a new name
The VICIdial Audio Store can copy an existing file to a new filename without re-uploading. Here is when that beats a fresh upload and how it works.
Read postHow to play back an audio prompt before you use it
The VICIdial Audio File List lets you play any prompt in the browser before you wire it into a flow. Here is how, and why you should always do it.
Read postHow to record an audio prompt over the phone (dial 8168)
You can record an audio prompt for VICIdial straight from any extension by dialing 8168 — no audio editor, no upload, no file conversion. Here is the exact key sequence.
Read postHow to make a custom greeting for VICIdial
Two ways to make a custom greeting in VICIdial: upload a properly formatted file to the Audio Store, or record one over the phone by dialing 8168. Here is the full path for both.
Read postHow to remove a track from a Music On Hold class
Removing a track from a VICIdial Music On Hold class is a one-click job with the DELETE link — but it does not touch the audio store. Here is what to expect.
Read postWhy a new audio file takes two minutes to appear
A prompt you just uploaded to VICIdial does not show up instantly. A background keepalive cycle copies and validates new audio across the system, and that copy window is about two minutes.
Read postWhy Music On Hold changes take a minute to apply
Edit a VICIdial Music On Hold class and the change is not instant — VICIdial rebuilds the hold-music config once per minute. Here is why, and what that means for your edits.
Read postHow to modify a Music On Hold entry
How to edit an existing Music On Hold entry in VICIdial — reorder clips, toggle random order, set active status, and remove files cleanly.
Read postHow to find and sort files in the Audio File List
The Audio File List shows every file in the VICIdial Audio Store and lets you reorder by name, date, or size. Here is how to use it to find what you need.
Read postThe "allow greeting chooser" voicemail setting
VICIdial's Allow Voicemail Greeting Chooser flag is the system switch that lets each voicemail box pick a custom greeting — or stay locked to the default. Here is what it controls.
Read postNew vs old messages in VICIdial voicemail
VICIdial tracks new and old message counts per box, moving a message from new to old the moment you listen to it. Here is what that split means.
Read postThe VICIdial "delete vmail after email" setting
This optional flag removes a message from the box once it's emailed out. Here's the retention trade-off and when to switch it on.
Read postHow to set up the VICIdial audio store
Turn on central sound control, point it at your web server, and get your first prompt into the audio store. A short walkthrough.
Read postHow to upload an audio prompt in VICIdial
The exact steps to push a prompt into the VICIdial audio store: naming, the upload, format validation, and where the file ends up.
Read postThe VICIdial voicemail options field
VICIdial's Voicemail Options field is a freeform escape hatch for advanced mailbox behavior. Here is what it is, what you can pass through it, and the honest warning that comes with it.
Read postAudio, voicemail, and text-to-speech in VICIdial explained
A hub guide to how VICIdial handles voicemail boxes, the audio store, prompt formats, and text-to-speech, with pointers to every setting you will touch.
Read postHow to check VICIdial voicemail by phone
Dial in to a VICIdial voicemail box, enter the ID and password, and step through the message menu to listen, save, and delete.
Read postThe VICIdial voicemail admin user group
VICIdial can scope a voicemail box to a single admin user group, so only the right admins can see it. Here is the Admin User Group field and how it keeps multi-tenant setups separate.
Read postRouting a DID or call menu to VICIdial voicemail
Point an inbound DID or a Call Menu option at a VICIdial voicemail box to catch after-hours and overflow calls without an agent on the line.
Read postHow to modify a VICIdial voicemail box
The modify screen shows far more than the add form. Here's the full field set, why it appears only after saving, and what each option controls.
Read postThe VICIdial voicemail greeting chooser
VICIdial lets a voicemail box play a specific recorded greeting pulled from the audio store. Here is the Voicemail Greeting field, how it picks an audio file, and what has to be on first.
Read postShow voicemail on the VICIdial summary screen
VICIdial can surface a voicemail box's message counts right on the admin summary page. Here is the Show VM on Summary Screen setting, what it shows, and why you'd watch it.
Read postHow to add a VICIdial voicemail box
Walk through the ADD A NEW VOICEMAIL ENTRY screen, the five fields you actually need, and when a general voicemail box is the right tool.
Read postVICIdial audio store file formats
VICIdial accepts exactly two prompt formats. Here are the precise specs and why anything else gets rejected with a red warning.
Read postThe VICIdial voicemail timezone (zone) setting
Every VICIdial voicemail box can carry its own timezone. The Voicemail Zone field decides what local time gets stamped on each message — here is how it works and why it matters.
Read postThe VICIdial voicemail Active setting
The Active Y/N flag decides whether a box accepts and gives access to messages at all. Here's exactly what disabling it does.
Read postHow to convert audio for VICIdial
Turn an MP3 or a 48k stereo recording into a VICIdial-ready prompt with one sox or ffmpeg command. The exact flags and why each one is there.
Read postVICIdial audio: GSM vs WAV
Both formats play fine in VICIdial. GSM is smaller, WAV is higher quality. Here is how to decide which to use for a given prompt.
Read postUsing a VICIdial voicemail box as a message drop
The most common use of a general VICIdial voicemail box is a message drop that captures calls from one DID or Call Menu. Here is how to set one up.
Read postWhat is the VICIdial audio store?
The audio store is the one place you upload prompts so they reach every VICIdial server. Here is what it does and why it matters.
Read postHow to set up voicemail-to-email in VICIdial
The optional email field on a voicemail box sends each message to an inbox. Here's what gets delivered, how to enable it, and why it's handy.
Read postVICIdial voicemail when no agent is available
When no agent can take a call, route it to a VICIdial voicemail box so the caller can leave contact information for follow-up instead of hitting a dead end.
Read postPer-phone voicemail boxes in VICIdial explained
Every Phones entry in VICIdial already has its own voicemail box. Here is how those auto-created boxes differ from the general boxes you add by hand.
Read postThe VICIdial voicemail ID and password fields
What the voicemail box ID and password are really for, the rules they have to follow, and how someone dials in to check messages with them.
Read postWhat the Template ID field does on a phone
The Template ID field on a VICIdial phone points it at a shared block of Asterisk settings instead of one-off config.
Read postHow to Set Up Phone Aliases, Step by Step
A walkthrough for building VICIdial phone aliases: create matching phones on each dialer, then tie them together with one alias login.
Read postWhat the server_refresh API does after phone changes
After you add or edit phones over the API, server_refresh pushes the conf files out to your telco servers so the changes take effect.
Read postHow to update or delete a phone with the API
The update_phone function edits an existing VICIdial phone or removes it entirely — same endpoint, one flag decides which.
Read postActive Account vs Status on a VICIdial phone
VICIdial phones have both an Active Account toggle and a Status field, and they do different jobs. Here is how each one affects whether the phone works.
Read postHow Phone Aliases Balance Agents Across Servers
Phone aliases spread agents evenly across a VICIdial cluster by sending each login to the dialer with the fewest local agents.
Read postHow to email a phone's voicemail to the agent
Fill the Email field on a VICIdial phone entry and voicemail messages are sent to that address, with an option to delete the local copy after.
Read postWhat the Admin User Group does on a phone entry
The Admin User Group field restricts which admin users can view a VICIdial phone entry. Here is what it controls and how the default ALL setting works.
Read postWhy Local GMT must ignore daylight saving time
The Local GMT field on a VICIdial phone must use the standard-time offset and never adjust for daylight saving. Here is why, and what breaks if you do.
Read postHow to add many phones at once in VICIdial
Loop the add_phone API over a list of extensions to create dozens of phones at once, then run one refresh to make them all live.
Read postHow to protect phone settings with a conf file template
Use a conf file template to lock the Asterisk settings behind your VICIdial phone entries so a careless edit can't break registration.
Read postHow to safely delete a VICIdial phone entry
Deleting a VICIdial phone is a deliberate two-step confirmation, and it only works with a user account that has delete permission.
Read postHow to add a phone with the add_phone API
Add a VICIdial phone entry over HTTP with the add_phone function — required fields, protocol options, and the responses you get back.
Read postWhat a Phone Alias Is and Why Hot-Desking Needs One
A phone alias is one login that maps to several VICIdial phones across servers, so agents land on the least-loaded dialer automatically.
Read postHow to read the Phone Stats report
The Phone Stats report breaks down channel, group, call count, and time for one phone, plus its last 1000 calls in a date range.
Read postHow to create a phone alias with the add_phone_alias API
A phone alias groups several phone logins under one name so a single login can ring a set of phones. Here is how to create one over the API.
Read postHow to find call recordings for a single phone
The Phone Call Recordings link jumps to the User Stats report for whoever used the phone, with their call stats and recordings.
Read postHow to set up a voicemail box on a VICIdial phone
Set the Voicemail Box field on a phone entry so unanswered calls record a message and the agent's VOICEMAIL button works.
Read postWhy Every Phone in an Alias Needs the Same Login Password
A phone alias only works if all its phones share one login password — here is why that rule exists and what breaks when you ignore it.
Read postHow to set Local GMT on a VICIdial phone
Local GMT tells VICIdial the time-zone offset of a phone's location so customer and local times display correctly. Here is how to set it.
Read postWhat Unavailable Dialplan Forward does on a VICIdial phone
Unavailable Dialplan Forward sends an unanswered call to another extension instead of dropping it into the phone's voicemail box.
Read postWhat the Allowed Codecs field does on a VICIdial phone
The Allowed Codecs field sets the audio codecs a VICIdial phone may use. Here is what it does, the format it expects, and when to leave it blank.
Read postHow a Phone Alias Keeps Agents Online When a Dialer Fails
When a VICIdial server fails, agents on a phone alias just log out and back in to land on a healthy dialer — no credential changes.
Read postWhen to use Conf Override Settings on a phone
Conf Override Settings lets one VICIdial phone carry custom Asterisk config — but only when no template is set and conf generation is on.
Read postWhat Alias ID and Phones Logins List Mean
The two fields that define a VICIdial phone alias: the Alias ID agents type to log in, and the Phones Logins List that routes them.
Read postWhy the Campaign Caller ID overrides your phone's CallerID
On campaign and agent-dialed calls the campaign's Caller ID controls what the called party sees, so editing the phone's CallerID often appears to do nothing.
Read postHow to pick the right Client Protocol for a phone
The Client Protocol menu offers SIP, PJSIP, IAX2, Zap, and EXTERNAL. Here is a simple way to pick the right one for any phone you add.
Read postWhat the Phone Context field does
Phone Context is the dialplan context a phone uses to dial out. Default is default. Setting it to a fake context blocks the phone from dialing on its own.
Read postWhat the On-Hook Agent setting does
On-Hook Agent rings the agent's phone first on inbound calls and only joins the customer once the agent answers. Here is when to turn it on.
Read postHow to fix a VICIdial phone that won't register
A VICIdial phone that won't register usually comes down to a wrong password, wrong server IP, protocol mismatch, or a firewall. Here is the order to check.
Read postHow to add a SIP or IAX phone, step by step
A plain walkthrough for adding a SIP or IAX phone entry in VICIdial, the eight fields you must fill, and how the config builds itself.
Read postWhat the PJSIP protocol option means for a phone
PJSIP is one of the Client Protocol choices on a VICIdial phone. Here is what it is, how it differs from plain SIP, and when to use it.
Read postSoftphone vs deskphone for VICIdial agents
Softphones and deskphones both register to VICIdial the same way. Here is how to pick the right one for your agents and floor.
Read postHow to set up dial-in agents with one Call-In phone
A step-by-step walk through creating the shared Call-In phone record and prepping agents so they can dial in and connect their own audio.
Read postHow to register Zoiper to a VICIdial phone
The three VICIdial values Zoiper needs — server IP, extension, and Registration Password — and how to plug them into the softphone.
Read postHow to stop agents dialing outside a campaign with Phone Context
Point a phone's Phone Context at a non-existent dialplan context like agent-nodial and the device can only dial through VICIdial, never on its own.
Read postHow to connect a Grandstream phone to VICIdial
Register a Grandstream phone to VICIdial using the server IP, extension, and Registration Password from your phone entry.
Read postWhat the Exten Context field means on a phone
Exten Context is the dialplan context a phone primarily operates in. The client apps assume it for the numbers they dial, so it should be the widest context.
Read postWhat the Phone Ring Timeout setting controls
Phone Ring Timeout is the seconds a phone rings in the dialplan before the call goes to voicemail. Default is 60. Here is how to tune it.
Read postHow to confirm a phone is registered with sip show peers
The sip show peers command on the Asterisk box shows every phone, whether it is registered, and its latency. Here is how to read the output.
Read postWhat the Call-In phone entry does for dial-in agents
The Call-In phone lets agents dial into VICIdial to connect their audio instead of the system calling them, with one shared login serving everyone.
Read postSIP vs IAX2 phones in VICIdial
VICIdial supports both SIP and IAX2 phones. Here is how the two protocols differ and which one to reach for when adding a phone.
Read postCall-In login vs system-calls-you login
Two ways to connect an agent's audio in VICIdial: dial in and authenticate, or have the system ring your registered phone. Here is when to use each.
Read postHow to assign a phone to a server with Server IP
The Server IP menu on a VICIdial phone entry decides which dialer the phone lives on. Here is how to set it and why it matters.
Read postWebphone vs hardphone for your VICIdial agents
A webphone runs in the browser tab, a hardphone is a desk handset. Here is how each registers to VICIdial and when to use which.
Read postHow to set a phone's Outbound CallerID
Set the Outbound CallerID on a VICIdial phone entry, where it shows up, and the cases where the campaign setting takes over instead.
Read postWhat server, username, and secret to enter on your softphone
The three VICIdial values every softphone needs — Server IP, extension, and Registration Password — and where each comes from.
Read postHow to connect a Yealink deskphone to VICIdial
Map your VICIdial phone entry to a Yealink hardphone — server, extension, and Registration Password — and get it registered.
Read postWhat an EXTERNAL protocol phone is for
EXTERNAL is a Client Protocol choice that creates no Asterisk account. Here is what an EXTERNAL phone does and when to use one.
Read postWhy your agent's phone doesn't ring on login
If an agent's phone stays silent after login, the phone is usually not registered, the wrong extension is in use, or the ring timeout is misset. Here is how to find out.
Read postWhy an agent can't see their own callbacks
If a VICIdial agent set a callback but it never shows on their list, one of four campaign settings is almost always the reason.
Read postWhat is the VICIdial phone extension?
The VICIdial Phone extension field is the phone's Asterisk name without the protocol prefix. Here is the no-dashes rule and how it pairs with Protocol.
Read postHow to edit Timeclock records in VICIdial
A walkthrough of editing VICIdial Timeclock records from the User Status and User Stats pages, including which changes the system rejects.
Read postWhat is the VICIdial registration password?
The VICIdial Registration Password is the SIP or IAX secret your phone uses to connect. Here is its limit, its default, and where it lives.
Read postHow to add a new VICIdial phone
Use ADD A NEW PHONE under ADMIN PHONES, set the eight required fields, and SIP or IAX configs auto-create in about a minute.
Read postWhat is a VICIdial phone entry?
A VICIdial phone entry is the account a softphone, deskphone, or webphone registers to so an agent can take calls.
Read postThe VICIdial Timeclock audit log
VICIdial keeps two Timeclock logs: an editable active log and an immutable, admin-only audit log that preserves what was originally recorded.
Read postVICIdial login password vs registration password
Two VICIdial phone passwords get confused constantly: the web Login Password and the SIP Registration Password. Here is what each one does.
Read postHow to modify a VICIdial phone
Open LIST ALL PHONES, click MODIFY on any entry, and edit the full field set that only appears after the first save.
Read postVICIdial Timeclock vs login session
A Timeclock punch and an agent-screen session are two different records in VICIdial, which is why the two times rarely match.
Read postWhy you can't edit a Timeclock record
The most common reasons a VICIdial Timeclock edit is blocked: the user is still clocked in, or the new times fail validation.
Read postHow to force Timeclock login in VICIdial
A User Group setting in VICIdial can require agents to clock in before they reach the agent interface, guaranteeing attendance data.
Read postHow to set a strong VICIdial phone password
The default VICIdial Registration Password is test, which is a security hole. Here is how to pick a strong one within the allowed character set.
Read postThe VICIdial User Status page
What the User Status page shows, how to reach it, and how a manager forces an agent into or out of the timeclock.
Read postHow to force clock in/out from User Status
The force-login and force-logout actions on the User Status page, and the moments when a manager actually needs them.
Read postWhat is the VICIdial dialplan number?
The VICIdial Dial Plan number is the number you dial to make a phone ring. It is defined in Asterisk's extensions.conf. Here is how it works.
Read postVICIdial Timeclock End of Day setting
Timeclock End of Day is the System Setting that force-logs-out everyone still on the clock, enforcing VICIdial's rule that no shift may exceed 24 hours.
Read postHow to edit a Timeclock record on User Stats
The click-the-ID edit flow on the User Stats page, the validation rules that block a bad change, and what the star marker means.
Read postFix the Reserved Dialplan Number warning
The VICIdial Reserved Dialplan Number warning means the number you picked cannot be dialed. Here are the reserved ranges and how to choose another.
Read postVICIdial Timeclock AUTOLOGOUT explained
When VICIdial force-logs-out a user at Timeclock End of Day, the record is marked AUTOLOGOUT and carries a star next to its ID.
Read postVICIdial phones: the complete guide
Everything a VICIdial operator needs to know about phone entries: required fields, extensions, dial plan numbers, passwords, and protocols.
Read postVICIdial Timeclock explained
The VICIdial Timeclock is a separate built-in app for tracking agent work time, with its own login link and an audit trail that can't be altered.
Read postThe VICIdial User Stats page explained
A tour of every section on the User Stats page, from talk time and login events to timeclock punches, activity breakdowns, and recordings.
Read postHow to clock in and out in VICIdial
The exact punch-in and punch-out flow for the VICIdial Timeclock, from the login link at the top of the agent or admin screen.
Read postVICIdial phone required fields
The eight fields VICIdial demands before it will save a phone: extension, dialplan number, server IP, login, password, full name, protocol, and local GMT.
Read postWhy anyone callbacks never reach the hopper
An ANYONE callback should drop into the hopper when its time comes. When it does not, the cause is usually the callback time, calltime block, list status, campaign loading, or a DNC filter. Here is how to track it down.
Read postWhat the Anyone Callbacks DNC Filter setting does
Anyone Callbacks DNC Filter checks ANYONE callback phone numbers against the campaign's enabled DNC options before they enter the hopper to be dialed.
Read postWhat the Next-Dial My Callbacks setting does
Next-Dial My Callbacks makes the Dial Next Number button jump straight to a triggered callback. Here is exactly when it works and the two settings it needs.
Read postWhat the Scheduled Callbacks Auto Reschedule setting does
Auto reschedule in VICIdial converts USERONLY callbacks that have sat past their trigger time into ANYONE callbacks so they get dialed instead of going stale.
Read postWhy your scheduled callbacks aren't firing
Callbacks that never come due usually trace to one of five causes: a missing agent user option, callbacks off at the campaign, a future trigger time, anyone-callbacks not in the hopper, or a calltime block.
Read postWhat the Useronly Move Minutes setting does
Scheduled Callbacks Useronly Move Minutes converts overdue USERONLY callbacks into ANYONE callbacks after a set number of minutes. Here is exactly how it behaves.
Read postWhat the Show Previous Callback panel does
The Show Previous Callback option puts a yellow panel on the agent screen with details of the callback already set on the current lead. Here is what it shows and why it helps.
Read postHow to change a user-only callback to anyone
Converting a USERONLY callback to ANYONE lets any agent call it back instead of just one person. Here is how to flip the type from the VICIdial admin.
Read postHow to purge old scheduled callbacks
Old scheduled callbacks pile up over time. VICIdial gives admins purge links and a dead-callback script to clear them out. Here is how to clean up safely.
Read postWhen to force agents to dial their callbacks
Force Dial is a blunt tool. Here is a practical guide to when forcing agents onto their triggered callbacks helps, and when it backfires on compliance or morale.
Read postHow to view callbacks by user, campaign or list
VICIdial lets you list scheduled callbacks three ways: by user, by campaign, or by list. Each view answers a different question. Here is which to use and how to open them.
Read postWhat the Scheduled Callbacks Local Timezones setting does
Local Timezones lets agents set a callback in the customer's local time instead of server time. Here is what it changes on the agent screen and what it needs to work.
Read postHow to reassign a user-only callback to another agent
When an agent leaves or a callback needs a different owner, a manager can change the user ID on a USERONLY callback from the VICIdial admin. Here is the exact path.
Read postWhat the Scheduled Callbacks Days Limit setting does
Scheduled Callbacks Days Limit caps how many days out an agent can pick when scheduling a callback, without hiding the full calendar.
Read postWhat the My Callbacks Checkbox Default setting does
The My Callbacks Checkbox Default campaign setting decides whether the My Callback box is pre-ticked when an agent schedules a callback. Here is what each value does and when to change it.
Read postHow to set up the AGENT_CALLBACK_EMAIL container
A walkthrough of the AGENT_CALLBACK_EMAIL Settings Container that lets VICIdial email an agent when one of their USERONLY scheduled callbacks comes due.
Read postHow to auto reschedule anyone callbacks that miss
A step-by-step on configuring VICIdial so USERONLY callbacks that miss their time convert to ANYONE callbacks and get dialed automatically.
Read postWhat the Scheduled Callbacks Hours Block setting does
Scheduled Callbacks Hours Block hides a USERONLY callback from the agent's list for a set number of hours after it was created.
Read postWhat the Scheduled Callbacks Force Dial setting does
Force Dial blocks out the agent screen and makes them dial their triggered callbacks before anything else. Here is exactly how it behaves and its sharp edges.
Read postHow to cap how many callbacks an agent can hold
Scheduled Callbacks Active Limit caps how many active or live user-only callbacks an agent can hold, blocking the My Callback checkbox once the cap is hit.
Read postHow to edit a scheduled callback in admin
Managers can change, reassign or remove any scheduled callback from the VICIdial admin interface. Here is the path through admin.php to the lead modification page.
Read postHow to set up a callback timezone list
A step-by-step guide to building a TIMEZONE_LIST settings container so agents can schedule callbacks in the customer's local time, including the exact line format.
Read postWhat the Scheduled Callbacks Display Days setting does
Scheduled Callbacks Display Days trims the agent callback list to only the callbacks set to trigger within a set number of calendar days from today.
Read postWhat the Scheduled Callbacks Calltime Block setting does
Scheduled Callbacks Calltime Block stops a callback from being dialed if the current time is outside the campaign's scheduled call times.
Read postWhat the Scheduled Callbacks Count setting does
Scheduled Callbacks Count controls whether the agent callback alert shows only LIVE callbacks or both ACTIVE and LIVE ones.
Read postHow to give agents user-only callbacks
Enable the VICIdial Agent only callbacks user option so an agent can reserve a CALLBK lead for themselves instead of the shared hopper.
Read postHow to write a filter that calls only certain time zones
Filter VICIdial leads by GMT offset so your campaign only dials contacts whose local time is inside your calling window, with a test before you enable.
Read postHow to set a callback from the agent screen
A step-by-step walkthrough of how a VICIdial agent schedules a callback right from the live call screen.
Read postHow to email an agent when their callback triggers
Use Send Callbacks Email plus the AGENT_CALLBACK_EMAIL container to email an agent when a USERONLY callback hits its trigger time.
Read postHow to write a filter on a custom lead field
Filter VICIdial leads on a custom field like vendor_lead_code so your campaign dials only the segment you choose, and test it before enabling.
Read postHow anyone callbacks go back into the hopper
When an ANYONE callback reaches its scheduled time, VICIdial returns the lead to the hopper and marks it CALLBK so it gets dialed fast.
Read postHow to disposition a call as CALLBK
Walk through how a VICIdial agent ends a call as CALLBK and picks the exact date and time to reach the lead again.
Read postHow to set the date and time on a callback
How a VICIdial agent picks the future date and time for a callback, and what the calendar limits mean.
Read postWhat the CALLBK lead status means
CALLBK marks a lead as a due scheduled callback that has rejoined the hopper, so the dialer treats it as a priority and calls it fast.
Read postHow to write a filter based on called-count
Use the called_count column in a VICIdial lead filter to dial only leads with the right number of attempts, then preview the result before enabling.
Read postHow to write a filter that calls only certain states
Build a VICIdial lead filter with a one-line SQL fragment so your campaign dials only the states you choose, then test it before going live.
Read postHow to enable scheduled callbacks per agent
Turn on the VICIdial user option that lets each agent save a CALLBK callback after the campaign option is already enabled.
Read postHow to test a filter with Test On Campaign before enabling it
The Test On Campaign tool previews how many VICIdial leads remain dialable under a filter, so you never starve a live campaign by mistake.
Read postHow to write a filter that calls only certain area codes
Use a VICIdial lead filter to match phone-number prefixes so your campaign dials only the area codes you want, then test it before enabling.
Read postHow to turn on scheduled callbacks for a campaign
Flip the campaign Scheduled Callbacks option so agents can disposition leads as CALLBK and book them for a later date and time.
Read postHow user-only callbacks get dialed
USERONLY callbacks never rejoin the shared pool; the agent who set them dials them from their personal callbacks list when convenient.
Read postWhat the My Callback checkbox does
The My Callback checkbox decides whether a VICIdial callback is reserved for you or handed back to the whole team.
Read postHow to write a filter that excludes recently called leads
Use a small SQL fragment in a VICIdial lead filter to skip leads you have already dialed in the last few days, then test it before going live.
Read postWhat the Scheduled Callbacks Alert setting does
The Scheduled Callbacks Alert setting turns the agent callback status line red or blinking when AGENTONLY callbacks hit their trigger time.
Read postThe agent scheduled callbacks calendar explained
How the 12-month VICIdial callback calendar works on the agent screen, and what limits the days an agent can pick.
Read postAnyone vs user-only callbacks in VICIdial
ANYONE callbacks rejoin the campaign pool for any agent; USERONLY callbacks stay locked to the rep who set them. Here is when to use each.
Read postVICIdial scheduled callbacks explained
A plain-English guide to VICIdial scheduled callbacks: ANYONE vs USERONLY, how to set them, the campaign and user options that turn them on, and how managers run them.
Read postLIVE vs ACTIVE callbacks explained
In VICIdial, ACTIVE callbacks are set but not yet due and LIVE callbacks have hit their trigger time. Here is the difference.
Read postWhat a scheduled callback is in VICIdial
A scheduled callback is a lead an agent flags to be contacted again at a set future date and time, in one of two flavors.
Read postHow to make the callback status line blink red
Step-by-step guide to setting the Scheduled Callbacks Alert option so the agent callback line blinks red when a callback comes due.
Read postHow to delete a VICIdial filter
Remove a VICIdial lead filter with the two-step delete, and check that no campaign or user still references it before you do.
Read postWhat the Quality Control Report shows
A plain look at the VICIdial Quality Control Report — the call, campaign, status, scorecard and result on every reviewed row, plus CSV export.
Read postHow to add a new VICIdial lead filter
A step-by-step walk through adding a new VICIdial lead filter: the Filter ID, name, SQL fragment, and testing on a campaign before you enable it.
Read postWhat the PASS, FAIL, CANCEL, and COMMIT QC categories mean
Every QC status code maps to one of four categories. Here is what PASS, FAIL, CANCEL, and COMMIT each do, and why the category, not the label, decides the outcome.
Read postWhat the "Show QC Campaigns" screen shows
The Show QC Campaigns screen lists every QC-enabled campaign, its review statuses, and links straight into the leads waiting in audit.
Read postHow to score a call on the QC scorecard screen
Open a claimed call, enter a point value for each checkpoint, watch for Instant-Kill items, verify against the recording, then finish.
Read postWhat the QC lead-information section shows
The second QC section shows the standard vicidial_list lead fields, auto-saves your edits, and surfaces the QC webform link if one was defined.
Read postHow VICIdial matches a recording to a QC call
The QC screen matches the call's uniqueid to a recording, falls back to the closest one when there is no match, and lists every recording for the lead.
Read postWhat "QC Calls by Campaign, List, and Ingroup" show
The three QC claim-entry links each list QC-enabled entities and the unfinished calls you can claim, grouped by status.
Read postHow per-call QC review works in VICIdial
The modern VICIdial QC system reviews individual calls, not whole leads, and admins pre-select which campaigns and statuses get audited.
Read postHow to finish a call in Quality Control
The green FINISH button commits your scores, marks the record reviewed, and drops the call out of your claimed queue — here is when to press it.
Read postHow VICIdial assigns a scorecard when you claim a call
On claim, VICIdial attaches the scorecard for the call's highest-priority entity and snapshots its active checkpoints onto the claim.
Read postWhat each Quality Control Report parameter does
A walk through the VICIdial Quality Control Report parameters — call date, finish date, campaigns, QC status and reviewer filters — and how each narrows your results.
Read postWhat a VICIdial lead filter is and why you'd use one
A VICIdial lead filter is a reusable SQL fragment that narrows which leads a campaign or user dials, and why operators rely on them.
Read postHow to run the Quality Control Report and read the rows
Step-by-step: open the VICIdial Quality Control Report, set the date and finish-date range, submit, read each row and its checkpoints, and export CSV.
Read postWhen to use the RELEASE button on a QC call
The red RELEASE button hands a claimed call back to the queue unfinished and clears your scores — here is when that is the right move.
Read postHow the VICIdial filter SQL fragment syntax works
A VICIdial filter is a SQL WHERE-clause fragment against the lead table — how to write one, what not to start it with, and worked examples.
Read postWhat the read-only QC log section records
The fourth QC display section is a read-only audit trail showing who viewed the call, lead edits, and outcome — you cannot change it here.
Read postHow to attach a QC webform to a campaign or list
Define a QC webform URL on a campaign, list, or ingroup so reviewers get a one-click link from the lead-info section of the QC screen.
Read postWhat the QC callbacks section lets you do
The third QC display section ties a reviewed call back to follow-up by letting you set or modify a callback for that lead.
Read postWhat "Enter QC Queue" does
Enter QC Queue is a second menu link that routes to the same place as Show QC Campaigns, giving reviewers a faster way into the audit list.
Read postWhat the four sections of the QC display screen do
The QC display screen has four toggleable sections: scoring and playback, lead info, callbacks, and a read-only log.
Read postHow to modify an existing VICIdial filter
Open a VICIdial filter from the list and edit its name, comments, admin group, and SQL — but never the Filter ID, which is fixed for good.
Read postWhat the rules are for a filter ID and filter name
The exact rules for a VICIdial filter: ID is letters and numbers only, unique and permanent, plus the length limits on the name and comments.
Read postHow to create and modify QC status codes
Use the Modify QC Codes screen to add a code and description, then assign a PASS, FAIL, CANCEL, or COMMIT category that decides what happens to a reviewed call.
Read postWhat 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.
Read postHow 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.
Read postHow 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.
Read postHow VICIdial picks QC settings when they conflict
When a call qualifies for QC under more than one level, VICIdial follows a fixed order — ingroup beats list beats campaign.
Read postHow to apply QC settings to a list or ingroup
Lists and inbound groups carry their own QC statuses and scorecards — here is where those settings live and why you would use them.
Read postDiagnosing LAGGED spikes by server with the summary chart
Use the Agent LAGGED Report and the LAGGED Summary chart to spot lag clusters on a timeline, tie them to one server, then check latency.
Read postWhat VICIdial Quality Control is and when to use it
A plain tour of VICIdial Quality Control: the enable switch, claim limits, status templates, scorecards, priority, and the review flow.
Read postHow to Add a QC Scorecard
Add a new VICIdial QC scorecard with the three-field form on the QC Scorecards page, then add checkpoints so it can be used.
Read postHow 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.
Read postHow to Delete a QC Scorecard Safely
Delete a VICIdial QC scorecard with the DELETE button and its confirmation prompt, and know when to deactivate instead.
Read postHow to order and activate QC checkpoints
The Order field sets where a checkpoint appears, and Active decides whether it shows at all. Here is how both behave.
Read postHow 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.
Read postWhen to use per-list QC overrides
A list can carry its own QC statuses and scorecards that beat the campaign's — handy when one list needs different review rules.
Read postWhat the "Instant kill" checkpoint option does
Instant kill lets one QC checkpoint fail an entire call, no matter how every other checkpoint scored. Here is when to use it.
Read postWhat QC Expire Days does to unclaimed calls
QC Expire Days sets how long an unclaimed review call stays available before it drops off the queue. Claimed calls do not expire.
Read postVICIdial QC Status Template Explained
A QC status template is a list of dispositions that decides which finished calls land in the quality control queue for review.
Read postHow 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.
Read postHow to apply QC settings to a campaign
Once your QC statuses and scorecards exist, here is exactly where to attach them to a campaign so its calls become reviewable.
Read postHow to claim a call in the QC queue
Claiming pulls a call out of the QC queue and opens it for scoring — here is where the claim links live and what happens when you click one.
Read postHow 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.
Read postHow to set up VICIdial Quality Control in 7 steps
A plain walkthrough of the seven steps that take VICIdial Quality Control from a hidden feature to calls being scored and reported.
Read postVICIdial QC Scorecard Explained
A QC scorecard is a named list of scored checkpoints a reviewer works through while grading a recorded call.
Read postWhat each QC checkpoint field means
Every QC checkpoint has six fields. Here is what Order, Active, text, Points, Instant kill, and Admin notes each do.
Read postWhat 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.
Read postWhat QC checkpoint Admin notes are for
Admin notes are private comments on a QC checkpoint that the reviewer never sees. Here is how to use them well.
Read postWhen 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.
Read postWhen 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.
Read postWhy some form fields reject spaces, dashes, and special characters
VICIdial strips many special characters from form fields on purpose, because certain character combinations can corrupt or delete data in the system.
Read postWhy 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.
Read postDatabase 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.
Read postDiagnosing 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.
Read postWhy 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.
Read postDiagnosing 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.
Read postWhat 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.
Read postDiagnosing 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.
Read postHow 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.
Read postWhen 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.
Read postWhen 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.
Read postWhy 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.
Read postWhy 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.
Read postWhen recordings exist but have no sound: what to check
A recording file that exists but plays silent points at the RTP and mux path: codec, recording format, and the recording delay rather than missing files.
Read postWhen 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.
Read postDiagnosing 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.
Read postVICIdial 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.
Read postDiagnosing 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.
Read postWhen the Dispo Call URL doesn't fire: finding it in the URL Log
The Dispo Call URL is meant to fire on disposition, and the URL Log Report records each request so you can prove whether it actually went out.
Read postWhat HUC statuses (enhanced disconnect logging) tell you about failed calls
An HUCXXX status is an enhanced disconnect-logging level 3 record, where XXX is the carrier disconnect code that ended the call.
Read postDiagnosing 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.
Read postDiagnosing 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.
Read postDiagnosing choppy or robotic audio on agent calls
Choppy, robotic, or garbled call audio almost always comes from the RTP path: jitter, packet loss, a codec mismatch, or a CPU-starved dialer.
Read postWhat 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.
Read postWhat hangup cause 17 (user busy) tells you about your list
Cause 17 is a real busy signal, logged as the AB status. A high rate is usually a list-quality or redial-timing problem, not a system fault.
Read postWhat 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.
Read postHopper empty errors: what they mean and how to clear them
An empty dial hopper means no leads queued for agents. Check list status, call times, recycling and time zone to refill it.
Read postWhat 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.
Read postOne-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.
Read postHow 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.
Read postNo audio on VICIdial calls: first things to check
Total silence on both legs almost always means RTP media isn't flowing. Here is the ordered checklist to find where it stops.
Read postWhy 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.
Read postWhy 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.
Read postDiagnosing 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.
Read postHow to read the Inbound DID Detail Report to trace a single inbound call
Use the Inbound DID Detail Report to follow one inbound call by DID and tell where it actually routed versus where the number points today.
Read postHow 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.
Read postHow 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.
Read postWhat hangup cause 21 (call rejected) means and who's rejecting it
Cause 21 means something actively refused your call. Usually it's caller-ID reputation. Here's who rejects and what to change.
Read postRecordings missing in VICIdial: where they go and how to find them
A recording you expected is not there. Where VICIdial recordings actually live, why one might never exist, and how to confirm it.
Read postWhy agents get logged out with a LAGGED message and how to fix it
A LAGGED message means the agent screen's heartbeat to the dialer fell behind. Here's how to confirm it in the LAGGED reports and what to change.
Read postDiagnosing 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.
Read postWhen the webphone won't register: a step-by-step checklist
The browser webphone fails to register over WebSocket. Work through WSS URL, cert, SIP secret, ports and mic permission in order.
Read postAgent 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.
Read postHow to read the Webserver-URL Report on a multi-server setup
The Webserver-URL Report bundles three logs that show which web server an agent hit and which page version they got on a cluster.
Read postCalls placed but not connecting: a first-things-to-check guide
Calls dial out but never reach a person? Read the per-attempt SIP response codes in the Dial Log and Carrier Log reports to find the cause.
Read postDiagnosing carrier rejects: reading the codes your provider sends back
Use the Hangup Cause and Carrier Log reports to read your carrier's rejection codes, filter to a specific cause, and decide what to change.
Read postHow 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.
Read postHow 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.
Read postThe VICIdial troubleshooting playbook: where to start when something breaks
A symptom-first guide that routes you from what's broken — dead dials, false answers, slow agent screens, drops on hold — to the exact VICIdial report that holds the answer.
Read postHow to read the SIP Event Report and spot false answers
The SIP Event Report sorts SIP messages by ring-time and other criteria. Here is how to enable it and use it to catch false answer supervision.
Read postHow to read the LAGGED Summary Report and spot lag clusters over time
The LAGGED Summary Report charts agent lag events on a timeline so you can see clusters instead of single stutters. Here's how to read the pattern.
Read postHow to read the Agent Latency Report when the agent screen feels slow
The Agent Latency Report charts the web-connection latency of logged-in agents over a day. Here's how to read it when the screen feels sluggish.
Read postHow to read the Real-Time Monitoring Log Report to see who listened in
The Real-Time Monitoring Log Report shows which manager monitored which agent, when, for how long, and what kind of session it was.
Read postTEXT vs HTML report format: which to pick
VICIdial reports come in TEXT and HTML formats. Here is the practical difference and when to pick each, plus where to set your default.
Read postHow 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.
Read postHow to read the Carrier Log Report when calls aren't going out
When calls won't connect, the Carrier Log Report shows every dial attempt and the response code the carrier returned. Here is how to read and download it.
Read postHow to read the API Log Report when an integration stops working
The API Log Report shows API entries for a date and time range, filterable by API User, Agent User, Function, and Result, so you can find why an integration broke.
Read postWhat first-call resolution is and how VICIdial computes it
First-call resolution in VICIdial is calls handled divided by leads handled. Here is where the column lives and how to read it.
Read postHow to read the URL Log Report to debug webhook and webform calls
The URL Log Report records every URL VICIdial requested — dispo call URLs and WEBFORM clicks. Here's how to read it to find why a webhook or webform failed.
Read postHow to run a report against archived data
Older VICIdial call data moves to archive tables. Use the Search archived data checkbox to run a report against it without digging through SQL.
Read postHow 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.
Read postHow 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.
Read postWhat sales-per-hour means and how VICIdial computes it
Sales-per-hour in VICIdial is sales divided by talk time, but one report divides by system time instead. Here is how to read both.
Read postHuman 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.
Read postHow to read the AMD Log Report when answering-machine detection looks wrong
The AMD Log Report shows the result of answering-machine detection on each placed call. Here is how to read it and tell real misfires from carrier noise.
Read postHow to read the Agent LAGGED Report to find which dialer is struggling
The Agent LAGGED Report pins lag to a specific dialer and lists every lagged event by user, campaign, and time. Here's how to read both halves.
Read postHow VICIdial decides a call counts as a sale
VICIdial counts a call as a sale based on one setting on the call status: the Sale attribute. Here is how it works and where it shows up in reports.
Read postHow 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.
Read postHow to read the Latency Gaps Report and what a gap actually means
A latency gap is a missing stretch of latency log entries while an agent was supposed to be logged in. Here's how the Latency Gaps Report reveals session trouble.
Read postHow 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.
Read postHow to add a custom report to the Reports page
VICIdial lets you bolt your own reports onto the REPORTS page. Here is where the Custom Report Admin page lives and how to add one.
Read postHow to read the Agent Parked Call Report to see hold-time drops
The Agent Parked Call Report shows parked calls by agent and timeframe for one day, the average time on hold, and how many callers dropped while waiting.
Read postHow to use the Asterisk Debug Page to check SIP peers and registry
The Asterisk Debug Page surfaces live SIP peers, registry status, and the last 1000 CLI lines so you can confirm a trunk is registered without SSH.
Read postWhat a good contact rate looks like and how VICIdial computes it
Contact rate is the share of dialed leads that reach a live person. Here is the formula, an honest benchmark, and where VICIdial surfaces the inputs.
Read postWhat a good answer rate looks like and how VICIdial measures it
Your answer rate is the share of inbound calls an agent actually picked up. Here is the formula, an honest benchmark, and where VICIdial surfaces it.
Read postWhat average speed of answer is and how to read it
Average speed of answer is how long inbound callers wait before an agent picks up. Here is the formula and the VICIdial column that holds it.
Read postHow to read the Agent Status Detail Report
The Agent Status Detail Report tallies the statuses each agent picked, with no time columns, plus the handy DNC/CI% field.
Read postHow to read the User Time Sheet
The User Time Sheet shows one agent's login, logout and call-summary times for a single day, the fast answer to where one person's hours went.
Read postWhat dead time is and why it inflates talk time
Dead time is the part of a call after the customer hangs up, and it quietly pads agent talk time unless you subtract it.
Read postHow to read the Agent Inbound Status Summary Report
This inbound-only report tallies the statuses each agent picked and adds a percentage next to every one, so you can compare habits.
Read postHow to read the Single Agent Daily Detail Report
The Single Agent Daily Detail Report shows one agent's dispositions per day across a date range, so you can see a pattern instead of one snapshot.
Read postHow to read the User Group Timeclock Status Report
A live, current-day report showing by user group who is logged into the timeclock and the agent interface, so managers can fix shift logins at a glance.
Read postWhat service level (SLA) means and how VICIdial reports it
Service level is the share of inbound calls answered inside a target wait time. Here is how VICIdial reports it and what a good SLA looks like.
Read postWhat the DNC/CI% column tells you about an agent
DNC/CI% is Do Not Call per human answers, a quick flag for agents removing far more leads from the pool than their peers.
Read postWhat a good conversion rate looks like in VICIdial
Conversion rate is sales divided by the people you actually reached. Here is how to read it in VICIdial and what counts as a healthy number.
Read postHow to read the Team Performance Detail Report
The Team Performance Detail Report rolls every agent into their user group so you can compare whole teams on calls, sales, and contact ratio.
Read postHow to read the User Timeclock Detail Report
Queried by user group, this report lists every timeclock punch per agent alongside their total clocked time, the audit trail behind the hours total.
Read postWhat occupancy is and how VICIdial calculates it
Occupancy measures how much of an agent's logged-in time was spent on calls. Here is the exact formula VICIdial uses and what a healthy number looks like.
Read postWhat a good dials-per-hour looks like in VICIdial
Dials per hour measures how many calls your dialer places per agent hour. Here is how to read it in VICIdial and what drives a healthy number.
Read postHow to read the Performance Comparison Report
The Performance Comparison Report lines up calls, sales, and sales conversion across today, yesterday, and several prior days so trends jump out.
Read postHow to read the User Group Login Report
The User Group Login Report shows when each agent in a group first and last logged in, plus the campaign, server, phone, and browser they used.
Read postWhat a good average talk time looks like and how it is measured
Average talk time is the time an agent spends on the line per call. Here is the formula, an honest range, and the exact VICIdial column that holds it.
Read postHow to read the User Stats page
The User Stats page bundles a dozen per-agent reports into one screen so you can see talk time, logins, calls and pauses for any date range.
Read postWhat wrap time is and how VICIdial estimates it
Wrap time is the after-call work an agent does before taking the next call. Here is what it covers and how VICIdial estimates it on the inbound report.
Read postHow to read the User Timeclock Report
The User Timeclock Report totals clocked hours for one user or a whole user group, using only closed shifts that have a logout entry.
Read postHow to read the Agent Performance Detail Report
This report combines status counts with pause, wait, talk and dispo time for a full breakdown of an agent's shift on a campaign.
Read postWhat shrinkage is and how to spot it in VICIdial reports
Shrinkage is the gap between paid hours and hours actually spent handling calls. Here is how to estimate it from VICIdial timeclock and pause data.
Read postWhat a good abandonment rate looks like and how it is measured
Abandonment rate is the share of inbound callers who hang up before an agent answers. Here is the formula and the exact VICIdial column that surfaces it.
Read postHow to read the Email Log Report
The Email Log Report lists individual emails for a date range, showing what was received, viewed, or answered and by which agent.
Read postHow to read the Inbound Email Report
The Inbound Email Report summarizes how many emails your groups handled, how long they took, and how quickly agents answered them.
Read postHow survey point totals are calculated on the Callmenu Survey Report
TOTAL POINTS on the CallMenu Survey Report is simply the sum of the numeric values for every survey prompt a caller reached on the call.
Read postWhat a fronter and a closer are in VICIdial
A fronter qualifies and transfers the call through an in-group using Local Closer; the closer receives that transfer and works the sale.
Read postHow to read the Outbound IVR Report
The Outbound IVR Report breaks survey-campaign calls down by the path each caller took through your call menu, with totals, drops, and timing per route.
Read postHow to read the Called Counts List IDs Report
The Called Counts List IDs Report shows a called-count breakdown by status for one or more lists, optionally within a date range.
Read postHow to read the Fronter-Closer Report
The Fronter-Closer Report shows fronter stats on top and closer stats below, including transfers, sales, and the closer conversion percentage.
Read postHow to read the Agent Time Detail Report
The Agent Time Detail Report breaks an agent's logged-in time into wait, talk, dispo, and pause buckets so you can compare how time is spent.
Read postHow to read the Inbound Chat Report
The Inbound Chat Report summarizes chats handled, average handle time, and queue time for one or more chat groups over a date range.
Read postWhat lead penetration means on the Dialer Inventory Report
Lead penetration tells you how deeply a list has been worked, comparing how many leads you have dialed against how many remain callable.
Read postHow to find your best lead source in VICIdial
Use the Outbound Lead Source Report to compare source_id performance and spot which feed actually converts before you spend more on it.
Read postHow to export Outbound IVR call data
The Outbound IVR Export Report pulls the call-level detail behind your IVR campaigns, including the exact responses callers selected in the menu.
Read postWhat System Release calls are on the interval report
System Release calls are dials the dialer ends on its own before any agent picks up, counted as their own line on the Outbound Summary Interval Report.
Read postExport Calls vs Export Leads: which one to use
Export Calls gives you one row per dial from the call logs; Export Leads gives you one row per contact. Here is how to pick the right one.
Read postHow to read the Callmenu Survey Report
The CallMenu Survey Report shows survey responses two ways: per call for a single agent, or as a ranked summary across every agent.
Read postHow to read the Outbound Lead Source Report
The Outbound Lead Source Report breaks down call counts and statuses by source_id or vendor_lead_code across every list in a campaign.
Read postWhat WAIT, TALK, DISPO, and DEAD time mean on the Agent Time Detail Report
WAIT, TALK, DISPO, DEAD, CUSTOMER, and CONNECTED each measure a slice of an agent's time. Here is exactly what each column counts.
Read postHow to read the Lists Campaign Statuses Report
The Lists Campaign Statuses Report gives a per-list breakdown of lead statuses within a campaign, from total leads down to each status flag.
Read postWhat a list pass is and why it matters
A list pass is one full cycle through a list's leads; the number of passes tells you how hard you've worked the data and how penetrated it is.
Read postHow to read the Dialer Inventory Report
The Dialer Inventory Report shows how many leads are loaded and how many are still dialable across your lists and campaigns right now.
Read postHow to read the Campaign Status List Report
The Campaign Status List Report shows a campaign's lead statuses broken down by list, plus total calls, duration and handle time.
Read postHow to read the Lists Pass Report
The Lists Pass Report breaks down dial and contact stats for each pass through a list, so you can see whether reworking leads is still paying off.
Read postHow to use the Export Leads Report
The Export Leads Report downloads one row per lead from VICIdial, no matter how many times it was dialed, as a spreadsheet-ready text file.
Read postHow to use the Export Calls Report
The Export Calls Report pulls one tab-delimited row per call from your VICIdial logs, so you can analyze call activity outside the dialer.
Read postHow to read the Fronter-Closer Detail Report
The Fronter-Closer Detail Report lists every transfer from fronter to closer with FRONTER STATS and CLOSER STATS columns per agent.
Read postHow to Read the Inbound Service Level Report in VICIdial
Learn how the VICIdial Inbound/Closer Service Level Report shows the X-second answer threshold, percent answered within target, and hold-time breakdowns.
Read postVICIdial Outbound Report Sections Explained
Each section of the VICIdial outbound report answers one question. Here is what dials, drops, no-answers, hangups, dispositions, and lists each tell you.
Read postHow to Read the Inbound Forecasting Report in VICIdial
The Inbound Forecasting Report projects your hourly call volume and tells you how many agents you need to hit a target drop rate. Here is how to read every column.
Read postHow to Read the VICIdial Inbound Daily Report
The VICIdial Inbound Daily Report shows day-by-day inbound totals next to week, month, and quarter figures so trends are easy to read.
Read postHow to Read the VICIdial Inbound DID Report
A plain-English walk through the Inbound DID Report: per-DID call counts, the current route for each number, and the day-by-day and 15-minute activity views.
Read postHow to Read the VERM Call Detail Report in VICIdial
Understand the VERM Call Detail report: the per-call fields it shows, the IVR events panel, and how to drill from a status into one single call.
Read postHow to Read the VERM Outcome Statuses Report in VICIdial
A plain walkthrough of the VERM Outcome Statuses report: how it breaks calls down by their final disposition and what each status count actually tells you.
Read postWhat Is Grade of Service (GoS) in VICIdial?
Grade of Service is the probability a call is dropped before an agent answers. Learn what GoS means in VICIdial and how it drives your staffing.
Read postWhat No-Answer (NA) Calls Mean on the Outbound Report
The No-Answer (NA) total on the VICIdial outbound report counts calls that never reached a person. Here is what it includes and why the rate climbs.
Read postHow to Read the VICIdial Agent DID Report
The Agent DID Report shows which agents handled calls from which inbound numbers. Here is how to read the per-agent, per-DID breakdown and what it tells you.
Read postHow to Read the VICIdial Outbound Calling Report
A plain walkthrough of the VICIdial Outbound Calling Report: dialed calls, drops, no-answers, hangups, dispositions, lists, and the time graph.
Read postHow to Run a Custom Report in VICIdial's VERM Module
Build and run a VERM custom report in VICIdial: pick a queue and report type, set the date range, apply filters, and export the results to CSV.
Read postHow to Read the VICIdial Inbound IVR / Callmenu Report
The Inbound IVR / Callmenu Report shows the paths callers took through your call menus and where they ended up. Here is how to read each path, drop count, and timing column.
Read postHow to Read the VICIdial Inbound DID Summary Report
The Inbound DID Summary Report rolls each phone number up into call counts, total minutes, and its current route. Here is how to read the per-DID summary view.
Read postHow to Read the VICIdial Inbound Report
A plain-English walkthrough of every section of the VICIdial Inbound Report, from queue time to agent and in-group performance.
Read postHow to Read the VICIdial Inbound Summary Hourly Report
The VICIdial Inbound Summary Hourly Report breaks call volume and outcomes down by the hour so you can spot peak periods and staff for them.
Read postHow to Find How Many Agents You Need in VICIdial
Use VICIdial's forecasting report to size your agent pool for a target service level. Here is the step-by-step from call history to a staffing plan.
Read postWhat Is Queue Time on VICIdial Inbound Calls?
Queue time and hold time on VICIdial inbound calls: what they measure, why they matter, and exactly where they appear in the Inbound Report.
Read postHow to Read the VICIdial Inbound Report by DID
The Inbound Report by DID broken down per inbound number: what calls, drops, IVR transfers, and agent stats tell you about each DID.
Read postHow to Read the Advanced Forecasting Report in VICIdial
The Advanced Forecasting Report adds Erlang C wait-time math and cost and revenue analysis on top of the basic version. Here is what is different.
Read postHow to Read the Outbound Summary Interval Report
The VICIdial Outbound Summary Interval Report breaks the day into 15, 30, or 60-minute slices so you can spot time-of-day patterns in volume and outcomes.
Read postCalls Offered vs Answered vs Abandoned in VICIdial
The three core inbound counts in VICIdial defined plainly, how they relate, and how abandon rate is calculated from them.
Read postErlang B vs Erlang C in VICIdial Forecasting
Erlang B clears blocked calls, Erlang C queues them. Learn the difference and when each model fits an inbound or outbound VICIdial dialer.
Read postLost, Routed, and Transfers on the Inbound DID Report
The LOST, ROUTED, and TRANSFERS columns on the VICIdial Inbound DID Report each count a different fate for a call. Here is exactly what each one means and why they differ.
Read postWhat Is an Erlang? VICIdial Forecasting Explained Simply
An Erlang is a unit of telephone traffic equal to one line busy for one hour. Here is a plain-English definition with a simple call-center example.
Read postWhat the VERM parked-calls-by-agent report shows
The VERM parked-calls-by-agent report counts how often each agent parks calls, drawn from the park_log table. Here is how to read it.
Read postVERM IVR traversal paths explained
A VERM IVR traversal path is the chain of menus and keypresses a call followed. Here is how to read those paths and use them to fix confusing prompts.
Read postHow to read the VERM Answered report
The VERM Answered report breaks down processed calls into answered and unanswered, then details call length, wait time, position, and per-agent activity.
Read postThe VERM disconnections sub-report explained
The VERM disconnections sub-report breaks answered calls down by why they ended. Here is how to read the counts, percentages, and charts.
Read postWhat the VERM Inclusive SLA report shows
The VERM Inclusive SLA per day sub-report buckets answered calls by wait-second intervals and shows the share answered within each band, per day.
Read postHow to read the VERM Area Code report
The VERM Area Code report breaks answered and unanswered calls down by area code, with a tunable digit-length parameter. Here is how to read and configure it.
Read postWhat the VERM Sales Per Day report shows
The VERM Sales Per Day report ties each date's sale count to the human-answered and customer-contact calls behind it, so you see daily close rate, not just raw sales.
Read postHow to read the VERM Calls by Day of Week report
The VERM Calls by Day of Week report rolls every call onto the seven weekdays so you can see whether Mondays really are busier and Fridays really do answer slower.
Read postHow to read the VERM Calls Per Day report
The VERM Calls Per Day report breaks answered and unanswered calls down by calendar date so you can spot which days carried the most volume and the longest waits.
Read postWhat the VERM ACD Attempts report shows
The VERM ACD Attempts report breaks calls to and from agents down by campaign, ingroup, and queue, with lost and taken counts and ring-time stats.
Read postHow to read the VERM Agent Occupancy report
The VERM Agent Occupancy report shows how busy agents were — total talk time divided by session time minus pause time, plus the billable and non-billable pause split.
Read postThe difference between VERM All Reports, Quick Reports, and Quick Agent Reports
VERM offers three report types. All Reports shows everything, Quick Agent Reports limits to five agent sections, and Quick Reports condenses to STATS and CALLS.
Read postWhat the VERM Schedule Adherence report measures
The VERM Schedule Adherence per day sub-report counts how many distinct agents were logged in each day and what share of staffed agents each day held.
Read postWhat the VERM IVR Goals report shows
The VERM IVR Goals report lists every goal calls reached and the exact path used to get there, with call-length stats. Here is how to read it.
Read postWhat the VERM enhanced reporting module is
VERM is VICIdial's all-in-one reporting interface that pulls real-time, call-handling, and agent reports into one place built around queues you define.
Read postHow to read the VERM IVR Stats report
The VERM IVR Stats report shows the prompt paths your inbound calls followed and how many reached a queue versus hung up. Here is how to read every column.
Read postWhat the VERM Agent Session Detail report shows
The VERM Agent Session Detail report summarises how many distinct agents logged in over a date range, plus the average, shortest, and longest session lengths.
Read postHow to read the VERM Calls Per Hour report
The VERM Calls Per Hour report slices a day into 30-minute intervals so you can see exactly when call volume, wait time, and staffing peak across the working hours.
Read postWhat the VERM Agent Pause Detail report shows
The VERM Agent Pause Detail report breaks down sessions and pauses per agent — how often they paused, average pause length, and the share of session time spent paused.
Read postWhat the VERM transfers sub-report shows
The VERM transfers sub-report breaks transfers down per in-group. Here is how to read the counts and percentages and what they tell you about routing.
Read postHow to read the VERM Unanswered report
The VERM Unanswered report isolates calls that never reached an agent. Here is how to read each sub-report so you know what is actually being lost.
Read postWhat the VERM Agent Sessions View shows
The VERM Agent Sessions View is the comprehensive per-agent breakdown — login, talk, idle, wait, billable pause, call counts, conversion rates, and average talk time.
Read postHow VERM decides a call was answered or unanswered
VERM counts a call answered when its log user id is anything other than VDAD or VDCL. Those two system ids mean no human took the call, so it counts as unanswered.
Read postHow to build a reporting queue in VERM
A VERM queue is a named bundle of campaigns and ingroups you report on together. Here is how to build one and why your queue scope decides every number.
Read postHow to read the VERM Agents report
A plain walkthrough of the VERM Agents report in VICIdial — what each sub-report tells you about login time, pauses, answered calls, and how busy your agents really were.
Read postVICIdial Whiteboard Floor Performance Tickers Explained
The Floor Performance ticker reports draw cumulative sales and time-elapsed conversion as a running line, with an optional target line for the floor to chase.
Read postThe Completed Flag: Marking a VICIdial Lead Done
The Completed flag says a lead needs no further calls without putting it under DNC, Not Interested, or Unworkable, and it feeds several reports.
Read postNot Interested vs Unworkable Flags in VICIdial
Both flags stop a lead being dialed, but Not Interested keeps it off DNC lists while Unworkable means the lead is simply not viable.
Read postWhat Are VICIdial Status Groups and Why Use Them
Status Groups let you override a campaign's dispositions for calls placed within a specific list or handled by a specific in-group.
Read postThe complete guide to VICIdial reports and what each tells you
A tour of every VICIdial report family — the Real-Time Main Report, All Campaigns Summary, the Whiteboard wallboard, and the deeper summary and export reports.
Read postHow to Set Up Live Audio Monitoring in VICIdial
Listen to live agent calls from the Real-Time report. Pick a monitor mode, enter the phone you'll listen from, and click an agent's LISTEN link.
Read postWhat TRUNK SHORT and FILL Mean in VICIdial
The TRUNK SHORT/FILL numbers on the VICIdial real-time report, what they tell you about line capacity, and what to do when SHORT is high.
Read postShow Status Category Counts on the Real-Time Report
How to surface up to four Status Category disposition counts below the LEADS IN HOPPER line on the VICIdial Real-Time Main Report.
Read postHow to Read the VICIdial All Campaigns Summary Report
One page, every active campaign, no per-agent noise. Read the All Campaigns Summary at a glance and click any campaign to drill into its Real-Time report.
Read postHow to Read the VICIdial Real-Time Main Report
A guided walk through the VICIdial Real-Time Main Report, from the top stat block down to the color-coded agent rows.
Read postVICIdial MIN SEC and MAX SEC: Gating Statuses by Call Length
The MIN SEC and MAX SEC fields decide whether an agent can pick a given status based on how long the call ran.
Read postHow to Override VICIdial Statuses Per List or In-Group
Attach a Status Group to a list or in-group so those calls present a different disposition set than the rest of the campaign.
Read postHow to Change the Real-Time Report Display Options
The Choose Report Display Options panel in VICIdial: refresh rate, inbound NO/YES/ONLY, campaign and user-group selectors, and the extra toggles.
Read postVICIdial Status Category Realtime Display Explained
The Realtime Display flag turns a status category into one of up to four live counts shown below the LEADS IN HOPPER line on the VICIdial Real-Time report.
Read postWhat the DNC Flag on a VICIdial Status Actually Does
The DNC flag on a status marks a lead do-not-call, counts it in DNC totals, and can push it onto your DNC lists depending on campaign settings.
Read postWhat the VICIdial Whiteboard Report Shows
The Whiteboard report turns live call data into big graphs that refresh on a timer. Here are the report types it can put on a wallboard.
Read postHow to Set Up a VICIdial Whiteboard Wallboard Display
Turn a TV or projector into a live VICIdial wallboard: pick a report type, watch the right options turn red, set the refresh interval, and project it.
Read postWhat the VICIdial Real-Time Agent Colors Mean
Yellow, blue, white, purple, black: the agent state colors on the VICIdial Real-Time Main Report and why they darken over time.
Read postHow VICIdial Dispositions Decide Lead Recycling
The DNC, Not Interested, Unworkable, and Completed flags take a lead out of rotation; everything else stays callable and can recycle back into dialing.
Read postChange an Agent's In-Groups Live From the Real-Time Report
Reassign which inbound queues an agent takes without logging them out. Use the + on the USER column to Add, Remove, or Change in-groups live.
Read postMONITOR vs BARGE vs WHISPER in VICIdial Explained
Three monitor modes, three audiences. Learn when to use MONITOR to listen, BARGE to join both sides, and WHISPER to coach the agent only.
Read postSystem Statuses vs Campaign Statuses in VICIdial
System statuses apply everywhere; campaign and group statuses are scoped. Here is how VICIdial decides which set an agent sees.
Read postThe Callback Flag: Turning Any VICIdial Status Into a Callback
Set Callback=Y on a VICIdial status and it becomes a callback type, popping a calendar and prompting the agent for a date and time.
Read postWhat Are VICIdial System Status Categories?
Status categories group several VICIdial statuses so you can run statistical analysis on the bunch and surface up to 4 live counts on the Real-Time report.
Read postHow to Group VICIdial Statuses Into a Category
Step through creating a VICIdial status category, the 2-20 character Category ID rules, and assigning statuses so they roll up into one reportable group.
Read postWhat are VICIdial languages?
VICIdial languages let you swap the wording on admin and agent web screens, from full translations to small phrasing tweaks.
Read postThe VICIdial soundboard Audio Store requirement
Why every VICIdial soundboard button needs its Audio Filename present in the Audio Store, and how the filename field works.
Read postSetting the VICIdial frame background color
How to set the VICIdial frame background hex color, why it must stay light for black text, and the D9E6FE default to start from.
Read postHow "Hide Label in Call Logs" works in VICIdial
Hiding a field on the agent screen does not hide it in the agent call logs unless you set Hide Label in Call Logs to Y.
Read postWhat are VICIdial screen labels?
Screen labels let you rename, hide, or lock the default agent screen fields on a per-campaign basis in VICIdial.
Read postHow to hide a field on the VICIdial agent screen
Set a field label to ---HIDE--- on a VICIdial screen label template to remove both the label and the field from the agent screen.
Read postHow to make a VICIdial agent field read-only
Set a field label to ---READONLY--- on a VICIdial screen label template so agents can see the field but cannot edit it.
Read postFinding which campaigns use a VICIdial screen label
The Campaigns Using This Screen Label list shows every campaign currently assigned a given screen label so you can edit it safely.
Read postWhat the human_answered flag does on a VICIdial status
The human_answered flag on a VICIdial status feeds your drop percentage math. Here is exactly what setting it to Y changes.
Read postSetting script width and height in VICIdial
Use the script_width and script_height dynamic variables to control how big the script frame renders on the VICIdial agent screen.
Read postHow to recolor the VICIdial agent screen
How to give the VICIdial agent screen its own palette and logo using a screen color template assigned through Agent Screen Colors.
Read postThe VICIdial soundboard Audio Display field explained
What FILE, NAME, and HIDENUMBERS do in the VICIdial soundboard Audio Display field, and how to combine them for clear buttons.
Read postVICIdial soundboard Rank and Horz explained
How the Rank and Horz fields set the vertical and horizontal order of buttons on a VICIdial agent soundboard.
Read postVICIdial soundboard levels explained
What primary and secondary levels mean on a VICIdial soundboard and how the Add field places audio on level 1 or under it on level 2.
Read postHow to populate VICIdial language phrases
The Populate Language option seeds a new VICIdial language with agent, admin, or all gathered phrases so you are not translating from a blank slate.
Read postHow to assign screen colors in VICIdial
How to assign saved screen color templates in VICIdial using the three System Settings pulldowns for admin, agent, and chat screens.
Read postHow to add a custom disposition in VICIdial
A step-by-step guide to adding a custom agent disposition in VICIdial using the System Statuses screen and its flags.
Read postHow to rename agent screen fields in VICIdial
Rename the default agent screen fields in VICIdial by typing new wording into the 19 field labels on a screen label template.
Read postHow to add audio buttons to a VICIdial soundboard
Audio buttons are the heart of a VICIdial soundboard. Here is how to add each one with its filename, name, rank, type, and level.
Read postHow to add a screen color template in VICIdial
Step-by-step instructions for adding a new screen color template in VICIdial, including the ID rules, hex defaults, and logo field.
Read postSetting the VICIdial menu background color
How to set the VICIdial menu background hex color so the sidebar reads cleanly with its white text, plus the right default to start from.
Read postWhat is a VICIdial agent soundboard?
A VICIdial agent soundboard gives agents clickable buttons to play recorded audio to the customer, from short disclaimers to a full conversation.
Read postWhat "Agent Selectable" does on a VICIdial status
Agent Selectable decides whether a VICIdial status appears as a pickable disposition on the agent screen. Here is exactly what it controls.
Read postThe VICIdial soundboard API user explained
The soundboard API user is the account that actually triggers a VICIdial soundboard's audio. Here is why it should be a dedicated, reduced-permission user.
Read postHow to write a rebuttal script your agents will actually read
Build short, scannable objection-handling rebuttals into your VICIdial Script Text so agents have a ready answer mid-call.
Read postHow to modify a VICIdial status
How to safely modify an existing VICIdial system status, what each flag changes, and why edits ripple across every campaign.
Read postHow to let agents pick their language in VICIdial
Give VICIdial agents the option to choose their screen language at login, and learn the other places a user's language can be set.
Read postAdmin vs agent vs chat screen colors in VICIdial
How VICIdial's three screen color pulldowns differ, when to theme each, and why the agent screen has one logo-related quirk.
Read postVICIdial screen label ID rules explained
The Label ID for a VICIdial screen label has strict rules: 2 to 20 characters, no spaces, no special characters.
Read postVICIdial soundboard button types explained
The four Type values for a VICIdial soundboard entry, what each one does on the agent screen, and how head2r spans columns.
Read postWhat are VICIdial system statuses?
System statuses are the system-wide call outcome codes VICIdial uses across every campaign and in-group to track and report on each lead.
Read postVICIdial standard row background colors explained
What the five VICIdial standard row background colors do, their defaults, and why Standard Row 5 sits behind the agent logo after login.
Read postVICIdial web logo upload rules
The exact VICIdial web logo upload rules: filename prefix, images directory, supported formats, and the 170x45 standard size.
Read postHow to reword phrases on the VICIdial agent screen
Use a VICIdial Language to reword just the agent screen phrases your team finds confusing, without touching the rest of the interface.
Read postHow to add a logo to the VICIdial screen
How to add a custom logo to the VICIdial admin and agent screens, including the right image size, format, and where it appears after login.
Read postVICIdial soundboard layout options explained
How the default and columns layout options arrange the buttons on a VICIdial agent soundboard, and when to pick each one.
Read postWhat the Sale flag on a status does to your reports
The Sale flag on a VICIdial status decides whether that disposition counts toward total sales in your reports. Here is how it works.
Read postHow to add an agent soundboard in VICIdial
A step-by-step walkthrough of adding a new agent audio soundboard in VICIdial, from the Soundboard ID through the API credentials and Active flag.
Read postWhat are VICIdial screen colors?
Screen colors let you brand VICIdial with your own color scheme and logo across the admin, agent, and chat screens.
Read postHow to make a VICIdial agent field required
Force agents to fill a lead field on every call before they can hang up, using the REQUIRED option on a VICIdial screen label.
Read postHow to add a screen label template in VICIdial
A step-by-step walkthrough for creating a new screen label template and attaching it to a VICIdial campaign.
Read postHow to import VICIdial translations
Import translated phrases into a VICIdial language in bulk using the English-pipe-translation format and the right Import Action.
Read postHow to translate the VICIdial agent screen
Translate the VICIdial agent screen by creating a Language, populating agent phrases, and supplying your own translated text.
Read postHuman vs system statuses in VICIdial
What the human_answered flag really means, how it differs from the broader idea of system statuses, and why it drives your drop rate.
Read postHow to wire a soundboard to a VICIdial script
A soundboard only appears to agents once you embed it in a script. Here is the iframe snippet and how the soundboard_id ties the two together.
Read postHow to export VICIdial translations
Export VICIdial language phrases to hand off to a translator or back up your work, using the three Export Action modes.
Read postThe VICIdial Language Code field explained
The Language Code field maps a VICIdial Language to a browser code like en-us and can display a country flag next to it.
Read postVICIdial alternate row background colors explained
What VICIdial alternate row background colors are for, their green defaults, and how they differentiate sections from the standard rows.
Read postWhen to use a disclaimer soundboard in VICIdial
A disclaimer soundboard plays exact, approved legal or contractual wording on demand. Here is when a recorded disclaimer beats reading from a script.
Read postHow to add a language in VICIdial
A field-by-field walkthrough of adding a new Language in VICIdial, from the Language ID rules to setting Active to Y.
Read postWhich lead fields you can pull into a VICIdial script
VICIdial lets you auto-populate agent scripts with dozens of live lead fields using --A--field--B-- tokens. This post lists every available field name and explains how each one works.
Read postHow to add a new VICIdial script
Adding a VICIdial script requires setting a Script ID and Script Name before the form will save. This guide walks through every field in the Add Script screen so your first script saves correctly.
Read postHow to embed an iframe inside a VICIdial script
You can embed an iframe in the VICIdial Script Text field to load an external page inside the agent's SCRIPT tab, with live lead data passed as URL parameters using --A--field--B-- tokens.
Read postHow to modify an existing VICIdial script
Modifying a VICIdial script is straightforward from the Scripts list — click the script's modification link and update any field except the Script ID. Use the Preview Script link to confirm changes before they go live.
Read postWhat the Active flag on a VICIdial script controls
The Active flag on a VICIdial script determines whether campaigns can select it. Toggling it to inactive hides the script from campaign dropdowns without deleting it.
Read postPicking a VICIdial Script ID: the naming rules that trip people up
The Script ID rules in VICIdial are strict and the ID cannot be changed after creation. Get the format right the first time — no spaces, no punctuation, 2–20 characters — and use a naming scheme that will still make sense when you have 50 scripts.
Read postWhy you can't rename a VICIdial Script ID after you create it
The VICIdial Script ID is permanent by design — it acts as a database key referenced by campaigns, groups, and logs. Changing it mid-stream would silently break those references, which is why you must delete and recreate to get a new ID.
Read postHow to drop a lead's name into your VICIdial script
Using VICIdial's --A--first_name--B-- and --A--last_name--B-- tokens, you can make every script greet the contact by name automatically. Here is exactly how to add it and what to watch out for.
Read postUsing the Script Comments field to track script changes
The Script Comments field gives you up to 255 characters to document what changed in a VICIdial script and why. Used consistently, it acts as a lightweight changelog visible to every admin.
Read postCamp script vs in-script: which VICIdial script wins on a call
VICIdial stores two script references on every call — camp_script from the campaign and in_script from the in-group. Understanding which one the agent sees prevents blank SCRIPT tabs and confused agents.
Read postWhat the Script Name field does in a VICIdial script
The Script Name field gives each VICIdial script a short human-readable label, separate from its permanent ID. Learn what it accepts and why getting it right matters.
Read postWhat a VICIdial script is and what agents see on a call
A VICIdial script is a configurable text panel displayed on the agent screen during a call, automatically filled with live lead data. Learn how scripts work, what agents actually see, and why they matter for call consistency.
Read postWhat IGNORENOSCROLL does on a VICIdial script tab
IGNORENOSCROLL is a special variable you add to a VICIdial script to force scroll bars on the script tab when an iframe is present. Without it, content below the panel height is unreachable.
Read postHow to assign a script to a single VICIdial list
A VICIdial list can carry its own Script setting that overrides the campaign-level script for every lead in that list. This post explains how and when to use it.
Read postLimiting script access with the Admin User Group setting
The Admin User Group field on a VICIdial script restricts which admin users can view and modify it. The default --ALL-- grants access to every admin, but setting a specific group locks the script to that group only.
Read postHow to give agents multiple script tabs on one call
VICIdial can display more than one SCRIPT tab when both a campaign script and an in-group script apply to the same call. Here is when that happens and how to control it.
Read postHow to delete a VICIdial script safely
Deleting a VICIdial script is a two-step process to prevent accidents. Before you delete, check which campaigns reference the script — removing it without reassigning can break those campaigns.
Read postHow to assign a script to a VICIdial campaign
Setting the Script field in Campaign Detail tells VICIdial which agent-screen script to load on every outbound call in that campaign. This guide walks through exactly where to find that field and what happens after you save.
Read postConfiguring the VICIdial agent screen: scripts, labels, colors, and dispositions explained
A complete guide to shaping what your agents see on a live call in VICIdial: how scripts work, the fields that define them, lead variables, colors, iframes, and how scripts attach to campaigns, lists, and in-groups.
Read postVICIdial script variables explained: how --A--field--B-- fills in lead data
VICIdial's --A--field--B-- syntax auto-populates lead and call data directly into a script's text when an agent opens a call. This post explains how the syntax works, which field names are available, and common mistakes to avoid.
Read postHow to set the background color of a VICIdial script
The Script Color field controls the background color of the script panel in the VICIdial agent screen. You can use HTML-safe color names or pick one from the built-in color chooser.
Read postHow to assign a script to a VICIdial inbound in-group
Inbound calls routed through a VICIdial in-group can display their own dedicated script to agents. This guide covers the In-Group Script field and why it matters for inbound operations.
Read postHow to preview a VICIdial script before agents see it
VICIdial's Preview Script link lets you see exactly how a script looks in the agent screen, with all --A--field--B-- tokens replaced by sample data. Here is how to use it.
Read postHow to build an HTML VICIdial script
The VICIdial Script Text field accepts HTML, letting you structure agent scripts with formatted headings, bullet points, tables, and inline styles. This post covers how to build one effectively.
Read postHow to record calls per DID instead of per campaign
VICIdial lets you override campaign recording on a per-DID basis using the Record Call field, so specific inbound numbers get their own recording rules.
Read postTranscription options for VICIdial recordings
VICIdial does not ship a built-in transcription engine, but its audio files work with any external STT platform. Here's how transcription fits into the recording pipeline.
Read postWhere VICIdial stores your call recordings on the box
VICIdial writes recordings to /var/spool/asterisk/monitor/ during a call and moves them to monitorDONE after hangup, organized by date.
Read postHow much disk do VICIdial recordings really use
Recording disk usage in VICIdial depends on codec, call duration, and agent count. This post walks through real estimates for WAV vs GSM and how to plan your storage before the drive fills.
Read postHow to set how long you keep recordings
VICIdial does not auto-expire recordings. Learn how to set a retention policy using cron scripts, archive tiers, and database cleanup to stay compliant without filling your disk.
Read postHow to see which user listened to which recording
Use VICIdial's Recording Access Log to audit which manager or QA reviewer opened each call recording and when they accessed it.
Read postHow to pull recordings in bulk for a date range
Use rsync or find+tar to bulk-pull VICIdial recordings from monitorDONE for a specific date range without touching the admin UI.
Read postHow to read a VICIdial recording filename
VICIdial recording filenames are built from variable tokens like FULLDATE, AGENT, and CAMPAIGN. Here is what each token means and how to customize the pattern.
Read postThe stereo_recording API function explained: BEGIN, END, STATUS
VICIdial's stereo_recording Agent API function starts and stops agent-controlled stereo recordings via BEGIN, END, and STATUS—here's exactly how it works.
Read postHow to offload old recordings off the dialer
Move VICIdial recordings to NAS, S3 via rclone, or a dedicated archive server using nightly rsync jobs to free local disk without losing compliance data.
Read postORECX OREKA (CallMiner Record) integration explained
Learn how ORECX OREKA — now rebranded as CallMiner Record — integrates with VICIdial to capture SIP audio and agent screen activity via server twinning.
Read postWhat the CallMiner integration adds to VICIdial recordings
CallMiner Record builds on ORECX OREKA to add SIP-level audio capture and agent screen recording. Here's what that integration layer actually delivers.
Read postThe IVR Recording Verification AGI explained (3rd-party verify)
VICIdial's IVR_recording_verification AGI automates 3rd-party consent recording: it walks callers through a scripted IVR and logs all responses to the vicidial_ivr database table.
Read postHow to tag a recording mid-call with the stage parameter
VICIdial's stage parameter lets you append a custom suffix to a recording filename at the moment you start it via the Agent API—making segments easy to identify later.
Read postWhy a recording plays back silent and how to fix it
Silent VICIdial recordings usually mean no audio path reached MixMonitor, DTMF muting stayed on too long, or stereo channels were misconfigured. Here is how to trace and fix each scenario.
Read postHow to start and stop a recording from your own app
A practical guide to wiring VICIdial's recording Agent API function into an external CRM or app so you control exactly when recordings start and stop.
Read postThe recording AGIs explained: NVA, IVR verification, VICIrecGateway
A plain-English tour of the three recording AGIs in VICIdial — NVA_recording, IVR_recording_verification, and VICIrecGateway — and when to reach for each one.
Read postThe recording Agent API function: START, STOP, STATUS
Use VICIdial's recording Agent API function to trigger, stop, and inspect call recordings programmatically from any external app.
Read postParallel Stereo Recordings explained: full call, every time
Parallel Stereo Recordings captures the entire call from the moment an agent receives it to when it leaves the agent session — no matter what agent-controlled recording does.
Read postHow to find recordings for one agent with Phone Call Recordings
Use the Phone Call Recordings link in VICIdial's phone stats to pull every recording for a specific agent quickly, without searching all recordings.
Read postStereo Recording Agent Control explained: NEVER to ALLFORCE
Stereo Recording Agent Control has four modes — NEVER, ONDEMAND, ALLCALLS, and ALLFORCE — that decide how much say agents have over stereo call recordings.
Read postWhen to use Parallel Stereo Recordings vs agent-controlled
Parallel Stereo Recordings guarantees a full-call stereo file regardless of agent actions. Agent-controlled recording is flexible but can leave gaps. Here is how to choose.
Read postWhy recordings go missing and how to fix it
Missing recordings in VICIdial usually trace to MixMonitor not being triggered, files purged from disk, wrong recording stage, or a full filesystem. Here is how to diagnose each cause.
Read postWhat the NVA_recording AGI does for non-screen agents
The NVA_recording AGI gives VICIdial recording and call-logging to agents who never open a browser screen — with 16 parameters covering logging, lead lookup, and NVA list insertion.
Read postHow to keep recordings from filling your disk
WAV recordings fill disks fast. Use format conversion, retention cron jobs, and offloading to NAS or S3 to keep VICIdial's disk usage under control.
Read postHow to record agents who don't use the VICIdial agent screen
Step-by-step guide to using agi-NVA_recording to capture calls from agents on plain phones or third-party softphones, with correct dialplan placement and parameter choices.
Read postHow to mute DTMF on inbound group recordings too
Campaign DTMF muting does not cover inbound groups automatically. You must enable the muting setting on each in-group separately for it to take effect.
Read postHow to set the Stereo Rec Filename (and why it must differ)
The Stereo Rec Filename field controls what stereo call recording files are named. It must differ from the Campaign Rec Filename or stereo recordings will not work.
Read postHow to find a specific call recording in VICIdial
Step-by-step guide to locating a specific call recording in VICIdial using the Admin recordings search and key filter fields.
Read postHow to turn on recording for an inbound group
VICIdial's In-Group Recording Override field lets you set a recording mode per inbound group, independent of the campaign default.
Read postHow to download call recordings from VICIdial
Download individual VICIdial recordings from the Admin Recordings report as WAV or MP3, or pull files directly via SCP/SFTP for larger grabs.
Read postWhat VICIrecGateway does: stereo recording on a separate box
VICIrecGateway is a standalone Asterisk AGI that routes calls through a dedicated recording server, capturing carrier and dialer audio on separate stereo channels via MixMonitor.
Read postWhy the agent recording button does nothing and how to fix it
If the VICIdial agent recording button does nothing, the most likely cause is Campaign Recording set to NEVER. Here is how to diagnose and fix it.
Read postWhat the Recording Access Log shows and how to read it
The VICIdial Recording Access Log tracks every time a user opens a call recording. Learn what each field means and how to search it effectively.
Read postRankMiner voice analytics explained (and why it's gone)
RankMiner analyzed VICIdial call recordings to score leads and flag agent behavior. The company shut down in September 2020 — here's what it did and what to consider instead.
Read postHow to set up OREKA recording with server twinning
Step-by-step guide to configuring VICIdial for OREKA (CallMiner Record) recording using the required two-server twinning topology.
Read postDead Call Stop Recording: stop the tape when the customer hangs up
Dead Call Stop Recording ends a VICIdial recording the moment the customer disconnects, saving disk space and cutting wasted silence from recordings.
Read postParallel Rec Filenames and the CO, CM, FR prefixes
When Parallel Stereo Recordings run, VICIdial uses CO, CM, and FR prefixes by default. Custom Parallel Rec Filenames let you override those names per track.
Read postWhen to move recording onto a dedicated gateway server
A gateway recording server offloads disk I/O, enables true stereo capture, and isolates recording from your main dialer. Here is when the trade-off makes sense.
Read postHow to play back a call recording from the report screen
How to stream or download a VICIdial call recording directly from the Admin Recordings report screen, including permission requirements.
Read postUsing AXFER to blind-transfer a customer into an AGI or IVR
AXFER in the number-to-dial field lets an agent push a customer straight into an AGI script or IVR with no live party on the far end. Here is how it is wired.
Read postONDEMAND vs ALLCALLS recording: which to pick
ONDEMAND puts the agent in charge of recording; ALLCALLS records by default. Here is how to choose based on compliance, coverage, and storage.
Read postHow to stop recording very short calls with Recording Delay
Short, dead calls produce useless recordings that eat disk and CPU. Recording Delay skips them. Here is the exact setting to change and the value to use.
Read postHow to record every call on a campaign
To capture every call on a VICIdial campaign, set automatic recording and stop relying on the agent button. Here is the exact configuration.
Read postWhy you hear no ringback on a 3-way call, and the Dial Prefix fix
When an agent starts a 3-way call and hears dead air instead of ringing, the 3-Way Call Dial Prefix is usually the setting to change.
Read postCampaign Recording modes explained: NEVER, ONDEMAND, ALLCALLS, ALLFORCE
VICIdial offers four campaign recording levels. Here is exactly what each one does and which behavior to expect from agents under each.
Read postWhat Routing Initiated Recording does and when to enable it
Routing Initiated Recording lets the call routing script start recording instead of the agent screen. Here is what it does, its requirements, and when it helps.
Read postEvery value of the transfer_conference API: BLIND_TRANSFER, LOCAL_CLOSER, and more
The transfer_conference value field decides what happens to the call. Here is each option, what it expects, and when to reach for it.
Read postDTMF Muting vs the Mute Recording button: when each wins
Two ways to keep sensitive audio out of a recording: automatic tone-triggered muting and a manual button the agent presses. Here is which to use.
Read postThe transfer_conference API: scripting transfers and 3-way calls
The transfer_conference call lets an outside program drive an agent's transfer frame: hangups, blind transfers, closer hops, and 3-way calls all from one URL.
Read postagi-VDADfixCXFER.agi: fixing the agent record after a consultative transfer
When a fronter releases a consultative transfer, the live-agent record can go stale. This small script lands as the call arrives and sets it straight.
Read postHow the Mute Recording button works for agents
The Mute Recording button lets an agent pause or silence a live recording mid-call. Here is what it does, the 15-minute rule, and how it interacts with DTMF muting.
Read postWhat the server Recording Limit setting controls
The server Recording Limit caps how long a recording can run, and it also limits how long a parked call hears hold music. Here is what it touches.
Read postWhy VICIdial recordings stop at one hour and how to extend them
By default a single VICIdial recording caps at one hour. Here is where that limit comes from and what it takes to raise it for long calls.
Read postPOST recording filename variables explained (POSTVLC, POSTSTATUS)
POST recording variables rename a file after the call is over, pulling values like disposition status into the filename. Here is how POSTVLC, POSTSP, POSTARRD3, and POSTSTATUS work.
Read postThe Allow Recording DTMF Detection system setting explained
This one platform-wide flag is what lets VICIdial notice keypad tones during a recording. Without it, every per-campaign mute value does nothing.
Read postFix: "agent_user has previous active 3-way calls" when starting a 3-way
This error is a safety check firing on leftover 3-way calls. Here is what tw_check does, why it blocks you, and how to clear the stale conference.
Read postCampaign Rec extension explained: 8309 WAV vs 8310 GSM
The Campaign Rec extension picks which recording engine handles your calls. 8309 records WAV, 8310 records GSM. Here is the difference and how to choose.
Read postRecording DTMF Muting explained: hiding card numbers for PCI
Recording DTMF Muting drops audio for a set number of seconds after a keypad tone is detected, so card numbers never land in your recordings.
Read postWhat ALLFORCE recording does and when to use it
ALLFORCE records every call and removes the agent's ability to stop it. Here is exactly what that means and the compliance cases where it is the right call.
Read posttw_check and md_check: blocking transfers when a 3-way is already active
Two optional safety flags on the transfer API stop an agent from stacking a new 3-way on top of one they never cleaned up. Here is what each checks.
Read postHow to add a Mute Recording button to the agent screen
A short setup guide for enabling the Mute Recording button on a campaign, plus the one setting that quietly turns it off.
Read postagi-3way_press_agent.agi: the first script behind 3-way press-1 calls
When an agent fires a 3-way call to an outside agent who has to press 1, this is the first of two scripts that runs. Here is what it does and how it is wired.
Read postHow to mute credit card entry from your recordings
A step-by-step on configuring VICIdial so a customer can key a card number on the phone without those tones ever reaching the saved recording.
Read postTransfer vs 3-way call in VICIdial: what stays on the line and what doesn't
A transfer and a 3-way call are not the same move. Here is who stays connected, who drops, and which button does which.
Read postcid_choice and group_alias on a 3-way: setting caller ID from the API
When you open a 3-way through the transfer API, two fields decide what caller ID the third party sees: group_alias and cid_choice. Here is how each works.
Read postFix: "no fronter found" when forcing a fronter leave-3-way
The no fronter found error means the force function could not match a second agent session to the call. Here is what triggers it and how to clear it.
Read postagi-3way_press_outside.agi: the script that runs the outside agent's press-1 prompt
The second script in the press-1 chain plays the prompt, watches for the keypress, and decides whether the outside agent gets connected, declined, or accepted.
Read postdial_override on the transfer API: dialing an exact number with no prefix
The dial_override flag tells the transfer API to dial exactly the number you pass, skipping the campaign dial prefix and phone code. Here is when that matters.
Read postWhy recording the customer and agent on separate channels helps QA
Splitting the agent and customer onto their own channels turns a single muddy track into two clean ones. Here is why that small change makes quality review faster and more accurate.
Read postStereo recording modes: CUSTOMER_ONLY, CUSTOMER_MUTE, BOTH_CHANNELS
Stereo recording has three active modes that decide which side of the call gets captured. Here is exactly what each one records and when you would pick it.
Read postReading the 3-way press-1 special extension (49907, dial prefix, phone code, number)
That long 49907... string an agent dials to start a press-1 call is not random. Here is how to read each piece so you can build and debug it.
Read postHide Customer Hangup Button: removing Hangup Customer and Hangup Both from the agent screen
The Hide Customer Hangup Button setting removes the Hangup Customer and Hangup Both buttons. Here is exactly what it hides and when it is the right call.
Read postHow to turn on call recording in VICIdial
Recording in VICIdial is a per-campaign setting. Here is where it lives, what each level does, and how to confirm calls are actually being captured.
Read postforce_fronter_audio_stop: silencing fronter audio playback after a handoff
After a fronter leaves a 3-way, audio they were playing can keep running in their session. force_fronter_audio_stop kills it from the closer side.
Read postforce_fronter_leave_3way: making the fronter drop off a 3-way automatically
The force_fronter_leave_3way function lets a closer push the fronter off a shared 3-way call without waiting for the fronter to click anything.
Read postA pre-handoff checklist: what to confirm before transferring a live customer
Before you hand a live customer to a closer or another line, run through this short checklist so the transfer lands and the lead is never lost.
Read postWhat Recording Delay does and why it cuts short clips
Recording Delay holds off the start of a recording for a set number of seconds so very short calls never produce a file. Here is how it works and why it saves disk and load.
Read postWhy transferring to another agent with Transfer No Dispo causes data problems
Transfer No Dispo skips the disposition screen after a handoff. It is fine for external numbers, but pointed at another agent it produces data inconsistencies.
Read postHow to let agents start and stop their own recordings
VICIdial can hand recording control to the agent so they capture only what matters. Here is how to enable manual recording and when it makes sense.
Read postThe recording API: starting and stopping a recording mid-transfer
The recording function in the agent API starts and stops recordings on demand, even in the middle of a transfer. Here is how START, STOP, STATUS, and the stage tag work.
Read postToo Slow, Defeated, and Hungup in the 3-Way Press Log Report
The 3-Way Press Log Report logs every outside-user call placed from the agent screen. Here is what Too Slow, Defeated, and Hungup actually mean.
Read postHow VICIdial call recording actually works
A full walkthrough of VICIdial call recording: the four campaign modes, where files land on disk, delay and filename controls, agent mute and start-stop, PCI DTMF muting, and stereo.
Read postHow to name recordings by campaign, date, and phone number
A practical recipe for building a Campaign Rec Filename out of campaign, date, and customer phone so every recording is easy to find later.
Read postStereo call recording explained: agent left, customer right
Stereo recording puts the customer on the right channel and the agent on the left, so each voice lives on its own side of the file. Here is what that buys you and how it differs from the standard mono recording.
Read postHow to record in GSM instead of WAV to save disk
Switching the recording format from WAV to GSM shrinks every file and buys you more retention on the same drive. Here is the exact extension change to make.
Read postCampaign Rec Filename: every variable you can use
The Campaign Rec Filename field builds the name of each saved recording from a set of variables. Here is the full list and how each one resolves.
Read postFix: "ingroup is not valid" when transferring to a closer queue
The ingroup is not valid error means the in-group you passed to a transfer is not a single active queue. Here is how to find and fix the bad value.
Read postHow to enable stereo call recording on a campaign
Turning on stereo recording is two settings: pick a channel mode and give it a filename. Here is the exact order to do it in, plus the filename rule that trips most people up.
Read postFix: "agent_user does not have a live call" on a transfer
This transfer error means the system does not see a live call on the agent it was told to act on. Here is what causes the mismatch and how to clear it.
Read postWhat "Dial With Customer" does: 3-way calling with the customer on the line
Dial With Customer keeps the lead live while you ring a third party, so all three of you share one conference until you decide how to hand off.
Read postLeave 3-Way Start Recording: keeping a recording running after the agent leaves
Enable Leave 3-Way Start Recording so VICIdial begins a recording when the agent leaves a 3-way and keeps capturing the closer's conversation after.
Read postHangup Xfer Recording Start: starting a recording when the agent drops the third party
Hangup Xfer Recording Start kicks off a recording the moment an agent clicks HANGUP XFER. Here is what it captures and when to use it.
Read postAMD isn't working: the checklist to run through
AMD passing every call straight to agents or dropping live people? Work this checklist of dialplan, reload, and campaign settings to find the break.
Read postSetting up a closer campaign: Allowed Inbound Groups and Allow Closers
Allowed Inbound Groups picks which in-groups a closer campaign can take calls from, and it counts those calls as active for blended campaigns.
Read postHow to transfer a call directly to another agent with AGENTDIRECT
Send a VICIdial call to one specific agent using an AGENTDIRECT in-group, including the in-group validation setting that keeps transfers landing correctly.
Read postHow to blind-transfer a call to a phone number in VICIdial
Step-by-step on using the Blind Transfer button to push a VICIdial customer to an external phone number and drop off the call cleanly.
Read post"AMD not working" because the AMD Asterisk application isn't loaded
If the AMD Asterisk application was never loaded on your server, detection silently does nothing. Here is how to confirm it and get it running.
Read postThe Quick Transfer button: one-click blind transfers from the agent screen
How the Quick Transfer button adds one-click blind transfers to an in-group or preset right below the Transfer-Conf button.
Read postThe 3-Way Press Log Report: reading Started, Answered, Accepted, and Declined
Decode the VICIdial 3-Way Press Log Report: what Started, Answered, Accepted, Declined, Too Slow, and Defeated mean for each outside-agent call.
Read post3-Way Call Outbound CallerID: which number shows on a 3-way call
The 3-Way Call Outbound CallerID setting controls which number a 3-way call sends out: campaign, customer, agent phone, agent choice, or a custom CID.
Read post3-Way Press-1 calls explained: making the outside agent press 1 to accept
How VICIdial 3-way press-1 calls work: the outside agent must press 1 before they join the agent and customer on the line.
Read postDefault Transfer Group: pre-selecting an in-group in the transfer frame
Default Transfer Group pre-selects an in-group in the transfer-conference frame so agents do not have to pick the same closer queue every time.
Read postAllowed Transfer Groups: choosing which in-groups a campaign can transfer to
Allowed Transfer Groups controls which in-groups agents can transfer calls to. Here is how the checkboxes work and why Allow Closers must be on.
Read postEnable Transfer Presets: building an unlimited transfer number list
How the Enable Transfer Presets option adds a Presets menu to the campaign and gives agents an almost unlimited list of transfer numbers.
Read postThe complete guide to VICIdial transfers, 3-way calls, and the fronter/closer model
How VICIdial transfers, 3-way calls, and the fronter/closer model fit together, from the Transfer-Conf frame to in-group routing and reporting.
Read postTransfer No Dispo: skipping the disposition screen after a transfer (and why it's risky)
Transfer No Dispo lets an agent transfer a call without the disposition screen popping up. It saves clicks but can corrupt data on agent transfers.
Read postHide Transfer Number to Dial: locking down what agents can dial on a transfer
How the Hide Transfer Number to Dial option removes the free-type field so agents can only transfer to the destinations you allow.
Read postCustomer 3-Way Hangup Logging: detecting when the customer drops off a 3-way
Customer 3-Way Hangup Logging records in the user_call_log when a customer hangs up during a 3-way and can trigger an optional hangup action.
Read postXFERS, DROP, and OTHER in the Fronter/Closer Report: what each column means
A plain-English read of the XFERS, DROP, and OTHER columns in the VICIdial Fronter/Closer Report so you stop guessing at your transfer numbers.
Read postWhy Leave-3-Way recordings have minutes of silence at the end, and how to fix it
Leave-3-Way Start Recording can tack minutes of dead air onto the end of a recording. Here is why it happens and the two dialer flags that stop it.
Read postLeave 3-Way Stop Recording: ending the recording when the agent leaves the call
Enable Leave 3-Way Stop Recording so VICIdial halts the agent recording the moment they click LEAVE 3WAY CALL, overriding other recording options.
Read postThe Transfer-Conf frame explained: every button on the agent transfer screen
A plain walkthrough of every button on the VICIdial Transfer-Conf frame, from Dial With Customer to Hangup Xfer, and what each one actually does.
Read postCustom 3-Way Button Transfer: a one-click 3-way to a preset or lead field
How the Custom 3-Way Button Transfer option adds a one-click button that places a 3-way call to a preset value or a number from the lead.
Read postHangup Xfer vs Hangup Both: dropping the third party vs ending the whole call
Hangup Xfer drops only the third-party leg and leaves you with the customer; Hangup Both ends the entire call. Here is how to pick the right one.
Read post3-Way Recording Stop: stopping the recording when an agent starts a 3-way
Turn on 3-Way Recording Stop so VICIdial halts the call recording the moment an agent clicks DIAL WITH CUSTOMER or PARK CUSTOMER DIAL.
Read post3-Way Recording Stop Exception: exempting specific numbers from the recording stop
Use a PHONE_NUMBERS Settings Container to invert 3-Way Recording Stop for a chosen list of numbers, so some destinations keep recording and others do not.
Read postWhat "Leave 3-Way Call" does and when an agent should use it
Leave 3-Way Call drops the agent out of the conference, leaves the customer and third party talking, and sends the agent to disposition.
Read postHow to transfer a call to an external number in VICIdial
Transfer a VICIdial call to an outside phone number, with the choice between a blind handoff and a warm three-way, plus the dial_override flag.
Read postThe Leave-VM transfer button: sending a customer to your voicemail message
The Leave-VM button blind transfers the customer to a campaign-defined voicemail message so a recorded prompt plays without tying up an agent.
Read postAgent Transfer In-Group Validation: showing only agents who can take the transfer
Agent Transfer In-Group Validation filters the agent list so only agents on the matching AGENTDIRECT in-group appear when transferring agent to agent.
Read postDrop Transfer Group: sending dropped calls to an in-group instead of hanging up
Use the IN_GROUP Drop Call Action to route dropped outbound calls into a live in-group instead of dead-ending them on a hangup.
Read postPrePopulate Transfer Preset: filling the Number to Dial field automatically
How the PrePopulate Transfer Preset option fills the Number to Dial field in the Transfer-Conference frame before the agent touches it.
Read post3-Way Volume Buttons: volume up, down, and mute during a 3-way call
The 3-Way Volume Buttons setting enables or disables volume up, down, and mute in the live calls panel while an agent is on a 3-way call.
Read postHow to set up a fronter-to-closer workflow in VICIdial
A step-by-step setup for fronter-to-closer handoffs: a closer campaign, the right inbound group, a default transfer group, and the Local Closer transfer.
Read post3-Way Call Dial Prefix: routing 3-way calls through a specific trunk (and hearing ringback)
The 3-Way Call Dial Prefix routes agent 3-way calls through a chosen trunk. Leave it empty to use the campaign prefix, or set 88 to hear ringback.
Read postThe fronter/closer model explained: how outbound agents hand off to closers
The fronter qualifies the lead and hands the live call through an in-group to a closer who finishes the sale. Here is how the handoff works.
Read postWarm transfer vs cold (blind) transfer in VICIdial, and when to use each
The practical difference between a warm transfer and a cold blind transfer in VICIdial, with the buttons each one uses and when each makes sense.
Read postTransfer-Conf Numbers and DTMF: setting up the D1–D5 transfer presets
How the seven Transfer-Conf Number and DTMF fields create the D1 through D5 links your agents click to auto-fill a transfer.
Read postCustomer 3-Way Hangup Action: auto-sending the agent to disposition on customer drop
Set the Customer 3-Way Hangup Action to DISPO so VICIdial hangs up the agent and opens the disposition screen the moment a customer leaves a 3-way call.
Read postTransfer In-Group Sort Order: ordering the Local Closer dropdown
Transfer In-Group Sort Order decides how in-groups appear in the Local Closer pull-down. Learn the GROUP_ID, GROUP_NAME, and PRIORITY options.
Read postMulti-dial 3-way press-1: ringing several outside numbers and connecting the first to answer
Use multi_dial_phones to ring up to 10 outside numbers at once and bridge the first one who presses 1, with md_check to block overlapping calls.
Read postPark Customer Dial vs Dial With Customer: which 3-way button to click
Park Customer Dial sends the customer to hold while you talk to a third party first; Dial With Customer keeps everyone live. Here is when to use each.
Read postConsultative transfers in VICIdial: talking to the closer before you hand off
A consultative transfer lets you speak with another agent privately before the customer joins. Here is how the checkbox works and when to use it.
Read postThe Fronter/Closer Detail Report: tracing every transfer call by call
See exactly which fronter sent which call to which closer, with lead ID, original call time, and transfer time on a single in-group.
Read postTransfer-Conf Button Launch: opening a webform or tab when the Transfer button is clicked
Transfer-Conf Button Launch fires a webform or agent screen tab the moment your agent clicks Transfer Conf. Here is what it does and when to use it.
Read postHow to transfer a call to an in-group (closer queue) with Local Closer
How to hand a live VICIdial call to a closer queue using the Local Closer button and the in-group pull-down, including the DEFAULTINGROUP shortcut.
Read postCustomer 3-Way Hangup Seconds: tuning how fast a customer hangup is logged
Set how many seconds VICIdial waits after a customer drops off a 3-way call before it logs the hangup and fires any follow-up action.
Read postWhat DEFAULTINGROUP does when an agent transfers a call
DEFAULTINGROUP is a reserved in-group token that auto-picks the default in-group for the call's origin, so agents transfer without choosing a queue.
Read postReading the Fronter/Closer Report: transfers, sale %, and conversion
The Fronter-Closer report splits performance into fronter transfers and closer conversion, so you can see which half of the handoff needs work.
Read postManual VM Status Updates: Track Voicemail Drops on Hand-Dialed Calls
Manual VM Status Updates brings answering-machine message statuses to hand-dialed calls in VICIdial, so voicemail drops on manual calls get logged the same way.
Read postHow to Leave a Pre-Recorded Voicemail on Answering Machines
Set AMD send to vm exten to Y and point the Answering Machine Message field at a recorded prompt to leave a clean voicemail on every detected machine.
Read postThe Dialer KHOMP Admin Tool: Coding Results to Statuses
How the Dialer KHOMP Admin Tool maps the gateway's raw call results onto the VICIdial statuses your reports and routing rely on.
Read postThe Answering Machine Message Field: What to Put In It
The Answering Machine Message field tells VICIdial which prompt to play to a detected machine. Here are the values it accepts, from plain filenames to STC and LTT.
Read postHow to Tune VICIdial AMD Accuracy When It Is Wrong Too Often
AMD is not perfect out of the box. Here is how to tune VICIdial answering machine detection to your leads and lines and cut the wrong calls.
Read postWhy AMD Does Nothing in MANUAL and INBOUND_MAN Modes
Set everything up correctly and AMD still does nothing? If your dial method is MANUAL or INBOUND_MAN, detection never runs. Here is why and what to do.
Read postSangoma NetBorder Call Progress Detection and Why It's End-of-Life
VICIdial once integrated with Sangoma NetBorder CPD, a paid high-accuracy engine. Sangoma retired it in 2017, so it is now end-of-life.
Read postThe AMD() Asterisk Parameters and What Each Number Controls
The AMD() line in your VICIdial dialplan has eight numbers that decide human versus machine. Here is what each one controls and how to tune them.
Read postWhy VICIdial AMD Misses Machines and Sends Them to Agents
AMD false negatives push answering machines straight to your agents. Here is why VICIdial misses machines and how to tighten detection to catch them.
Read postWhy You Should Record Your Voicemail Message Twice in VICIdial
Recording your answering-machine prompt twice in one file keeps a clipped greeting from eating your message. Here is why it works and how to do it.
Read postVICIdial AMD Agent Route Options: Which Calls Reach Agents
AMD Agent Route Options lets you decide exactly which detected statuses go to agents, overriding the default HUMAN and NOTSURE routing.
Read postThe Hidden Cost of VICIdial AMD: Extra Time on Every Call
AMD adds processing time to every answered call, not just the machines. Here is what that costs you and when Dial Timeout is the smarter trade.
Read postWait For Silence Options: Holding the Message Until the Beep
Wait For Silence Options tells VICIdial to listen for quiet on a machine before playing your message, so the recording does not start over the greeting.
Read postViciAMD vs Standard Asterisk AMD: What's Different
ViciAMD and the built-in Asterisk AMD both spot answering machines, but they differ in output, agent-facing data, and how you set them up. Here is the comparison.
Read postHow Call Progress Detection Lowers Your Dropped-Call Percentage
By labeling non-human answers, CPD lets you exclude them from your drop math, yielding a lower and more accurate dropped-call percentage.
Read postThe VICIdial Voicemail Message Daily Limit and Why You Cap It
The Voicemail Message Daily Limit stops the same lead from getting your message over and over in one day. Here is how the cap works and when to use it.
Read postThe VICIdial AMD Inbound Group Setting and When Calls Use It
The AMD Inbound Group field tells VICIdial which inbound queue receives detected calls when your CPD action is set to INGROUP.
Read postDialing Without Agents to Play a Message in VICIdial
Run a reminder or broadcast campaign that dials a list and plays a recording with no agent logged in. Here is how the auto-message setup works.
Read postVICIdial NOTSURE Calls: What They Are and How to Route Them
NOTSURE means detection could not decide. By default these go to agents. Learn what causes them and how to route them on your own terms.
Read postThe KHOMP SIP Gateway for AMD and Call Progress Detection
How the KHOMP SIP gateway gives VICIdial a dedicated AMD and call progress engine, and what you need to wire it into your dialers.
Read postWhat Answering Machine Detection is and what it does for your campaign
AMD listens to the first seconds of an answered call and decides human vs machine, so agents spend their time on live people instead of voicemail.
Read postVICIdial CPD Unknown Action: Routing Calls That Defy Classification
When Call Progress Detection cannot tell what answered, the CPD Unknown Action setting decides where the call goes instead of an agent.
Read postHow VICIdial decides a call is a machine, not a person
VICIdial's AMD listens to initial silence, greeting length, and the pause after the greeting to guess human vs machine — and long greetings fool it.
Read postVICIdial AMD Type: Built-in AMD vs Third-Party Engines
The AMD Type setting picks which detection engine routes your answered calls. Learn when to keep built-in AMD and when a third-party engine fits.
Read postVICIdial AMD send to Action: What It Decides on a Machine
AMD send to Action tells VICIdial whether a detected machine gets a message or an instant hangup. Here is what each value does and how to set it.
Read postVICIdial AMD Statuses Explained: HUMAN, NOTSURE and More
Understand the AMD statuses VICIdial assigns to answered calls and how those results decide which calls reach agents and which get diverted.
Read postViciAMD Agent Display: Show Machine Status to Agents
ViciAMD Agent Display surfaces the AMD status, cause, and a transcript of the call opening to the agent the instant a call lands, so they pick up with context.
Read postHow to Record an Answering-Machine Message with 8168
Dial 8168 from a registered VICIdial phone, enter PIN 4321, and record your answering-machine prompt. Here is the full process and the formats to use.
Read postVM Message Group: Let Agents Pick Which Voicemail to Drop
VM Message Group gives agents a panel of voicemail messages to choose from when they transfer a call to a voicemail box, instead of one fixed drop.
Read postWhy VICIdial AMD Flags Real People as Machines and How to Fix It
AMD false positives send live customers to a voicemail message or hang up on them. Here is why VICIdial does it and how to stop losing real answers.
Read postHow to Switch On AMD for an Outbound VICIdial Campaign
A step-by-step walkthrough for enabling Answering Machine Detection on a VICIdial outbound campaign, from the dialplan check to the VDAD exten change.
Read postReading the AMD Log Report to See What AMD Actually Decided
The AMD Log Report shows the result detection returned on every call. Here is how to read it and use it to tune VICIdial answering machine detection.
Read postHow VICIdial Detects Fax Machines and What to Do
How VICIdial flags fax answers during call progress detection and how to hang them up automatically instead of wasting dials.
Read postLeave VM No Dispo: Keep the Agent on the Talk Screen
Leave VM No Dispo keeps the agent on the talk screen after dropping a voicemail, instead of jumping straight to the disposition screen. Here is when to use it.
Read postVICIdial NOAUDIODATA-Hangup: Drop Silent Dead Calls Fast
The NOAUDIODATA-Hangup option ends calls that reach the AMD routing script with no audio at all, so dead lines never tie up your dialer or an agent.
Read postVICIdial AMD: Auto-Hang Up Fax and False-Answer Calls
FAX and FAS hangup options in AMD route options end fax and false-answer calls instantly, keeping junk off your agents and your stats clean.
Read postAMD and the UK OFCOM Drop Calculation: Changing the Math
OFCOM's 2015 drop formula factors answering machines into your abandon rate. Here is how it differs from the US method and how to switch it on.
Read postUsing Cepstral Text-to-Speech for Per-Lead Voicemail
How Cepstral text-to-speech lets VICIdial build personalized answering-machine messages from lead data instead of one static recording.
Read postAMDMINLEN: Force VICIdial AMD to Run a Minimum Time
The AMDMINLEN variable makes the AMD routing script run for at least a set number of seconds before it ends a call. Here is when and how to use it.
Read postWhen to turn on AMD and when to leave it off
Turn AMD on for high-machine-rate campaigns; for most, a 22-26 second dial timeout beats AMD's processing cost and false positives. Never on manual dialing.
Read postWhat Campaign VDAD Exten Does and Why AMD Needs 8369
The Campaign VDAD exten field decides which call processor handles your dialed calls. Setting it to 8369 is what actually turns AMD on.
Read postAM Message Wildcards: A Different Voicemail Per Lead
AM Message Wildcards let VICIdial play a different answering-machine message based on a value in the lead record. Here is how to turn it on and use it.
Read postWhat VICIdial Call Progress Detection Is vs AMD
Call Progress Detection classifies far more than answering machines. Here is what CPD does, how it differs from AMD, and where it fits in VICIdial.
Read postVICIdial AMD: Hang Up the Machine or Leave a Message
Detected a machine? You can drop the call instantly or play a voicemail. Here is how to choose the AMD outcome and configure each path.
Read postWhat VD_amd.agi Does After a Call Clears AMD in VICIdial
VD_amd.agi is the script that decides where a call goes once AMD has analyzed it. Here is what it does and where it sits in the dialplan.
Read postVICIdial CPD AMD Action: DISPO, MESSAGE, INGROUP, CALLMENU
The CPD AMD Action setting decides what happens to a detected machine: dispose it, play a message, send it to a group, or route it to a call menu.
Read postThe VICIdial AMD Call Menu Setting: Sending Machines to a Menu
The AMD Call Menu field names the call menu that detected calls reach when your CPD action is set to CALLMENU.
Read postThe KHOMP Settings Container: Per-Campaign KHOMP Options
How the KHOMP_SETTINGS container lets you apply one set of KHOMP detection options to a single campaign without touching the rest.
Read postThe Two Dialplan Entries VICIdial AMD Needs
AMD relies on two extensions in your VICIdial dialplan: 8369 for detection and routing, and 8320 for playing a message. Here is what each line does.
Read postThe KHOMP Quick Stats Report: Spotting a Slow Gateway
How the KHOMP Quick Stats Report compares today's processing against past days so you catch a slowing detection gateway early.
Read postWhat Sangoma CPD Detected That Asterisk Can't: SIT Tones
Sangoma CPD classified pre-answer call progress like SIT tones, disconnects, and congestion that Asterisk's AMD cannot identify.
Read postAMD vs a Longer Dial Timeout: Which Dodges Voicemails Best
Answering Machine Detection and a tuned Dial Timeout both cut voicemail pickups. Here is how to choose the right one for your outbound campaign.
Read postPlay Now, Wait, or Wait for Silence: Three Message Methods
VICIdial gives you three ways to time a recorded message on an agentless campaign. Here is how play-immediately, set-wait, and wait-for-silence differ.
Read postAnswering Machine Detection in VICIdial: the complete guide
Everything about VICIdial AMD: how live-answer detection works, how it's wired at extension 8369, the honest tradeoffs, tuning, and when to skip it.
Read postPreviewing a Lead File Before Importing It Into VICIdial
The custom-layout loader and auto-detect feature let you see how your columns will map before you commit. Here is how to preview a file and avoid loading garbage into your lists.
Read postLoading a File That Updates Existing Leads in VICIdial
The lead loader can do more than insert new records. With duplicate checking and the status mismatch action, it can move and update leads you already have. Here is how that works.
Read postHow Custom Fields Show Up on the VICIdial Agent Screen
You created a custom field on a list. Where does the agent actually see it, and how do the type and label settings change what they get? Here is the path from list to screen.
Read postWhat Happens to Leads After a VICIdial List Expires
An expired list does not delete anything. It quietly stops dialing. Here is exactly what the expiration date does to your leads and how to bring them back.
Read postHow Aggressive List Resets Cause Over-Calling in VICIdial
Resetting a list too often quietly multiplies how many times each person hears from you. Here is how it happens and how to stay inside the line.
Read postReading How Many Leads Are Loaded and Dialable in a VICIdial List
A loaded list and a dialable list are not the same thing. Here is how to read the count that actually decides how many calls you can make.
Read postReset Times: The 24-Hour Format and Setting Multiple Resets
How to write list Reset Times in 24-hour format, how to set several resets a day with dashes, and how it relates to weekday resets.
Read postLead Recycling vs Auto Alt-Number Dialing: Two Different Retry Tools
Recycling re-dials the same number after a delay. Auto alt-number dialing tries the lead's other numbers. Here is when to use each.
Read postWhat the List ID on a Lead Actually Means
Every lead carries a list_id. Here is what that number controls, why it cannot change, and how it ties a lead to a campaign.
Read postBulk Loading vs Adding Leads One at a Time in VICIdial
When to use the web lead loader for a file of leads and when to add a single lead by hand, plus what each path skips.
Read postDrop Inbound Group Override: Catch Dropped Outbound Calls per List
Use the per-list Drop Inbound Group Override to route outbound calls that drop into a different in-group than the campaign default.
Read postInbound Script Override: A Different Agent Script per List
Set a per-list Inbound Script Override so agents see the right script for inbound calls based on which list the lead came from.
Read postHow to Delete a VICIdial List (and What Happens to Its Leads)
Deleting a VICIdial list is a deliberate two-step action that also removes every lead inside it. Here is the process, the gotchas, and the safer alternatives.
Read postAPI New Lead URL: Pushing New Leads to an External System
The API New Lead URL fires a web request every time a lead is added through VICIdial's API. Here is how to use it to sync new leads to your CRM.
Read postAuto Active List Rank in VICIdial, Explained
Auto Active List Rank decides the order VICIdial switches your dormant lists on as each one runs dry. Here is what the number means and how to set it.
Read postList Change Date and List Last Call Date Explained
Two timestamps on every VICIdial list quietly tell you when settings last changed and when a lead last dialed. Here is how to read them and why they matter.
Read postVICIdial List Management Best Practices for New Operators
A practical starting checklist for managing VICIdial lists: naming, campaign assignment, resets, expiration, and the stats that tell you when a list is spent.
Read postHow to Recall All Your No-Answer Leads in VICIdial
No-answer leads pile up fast. Here is how to get them back in front of the dialer using recycling or a list reset, without breaking your call counts.
Read postLeads Dialing in the Wrong Time Zone: How to Fix It in VICIdial
Calls going out too early or too late usually mean leads coded to the wrong time zone. Here is how it happens and how to fix it.
Read postDuplicate Leads in VICIdial: How They Happen and How to Stop Them
Duplicate leads waste agent time and annoy customers. Here is where dupes come from in VICIdial and the controls that prevent them.
Read postWhy a VICIdial List Shows 0 Leads Available
The list has thousands of records but the dialer reports zero available. Here is what 'available' actually means and how to fix it.
Read postLeads Not Dialing? List-Level Causes in VICIdial
When a list of leads sits there and nothing dials, the cause is usually a setting on the list itself. Here is the checklist.
Read postThe Time Zone Setting on a VICIdial List
The Time Zone Setting decides how VICIdial figures out what local time it is for each lead in a list. Here is what each option does.
Read postRun Now Trigger: Running a VICIdial Drop List on Demand
A Drop List rebuilds new leads from abandoned inbound calls on a schedule. Here is how the Run Now Trigger lets you test it without waiting.
Read postDuplicate Check in a VICIdial Drop List
The Drop List Duplicate Check setting decides whether repeat droppers get inserted again. NONE, LIST, and LIST_CAMPAIGN_LISTS explained.
Read postDrop Statuses: choosing which leads a Drop List gathers
The Drop Statuses and Inbound Groups fields decide exactly which dropped calls become leads. Here is how to scope them tightly.
Read postScheduling a VICIdial Drop List: run times, weekdays, month days
How Run Times, Run Weekdays, Run Month Days, and Gather Minutes decide when a Drop List fires and how far back it looks.
Read postHow to create a VICIdial Drop List
Step through enabling Drop Lists, naming the entry, picking inbound groups and drop statuses, and pointing it at a target list.
Read postWhat a VICIdial Drop List is
A Drop List captures dropped inbound calls into a regular list on a schedule, so abandoned callers become leads you can dial back.
Read postThe VICIdial List Inventory Report, explained
The Inventory Report rolls up dialable and worked leads across your lists so you can see what is left to call before you run dry.
Read postHow to download a list
How to export a VICIdial list to a file from the list modification page, what the download contains, and what to do when a list is too big to pull this way.
Read postHow DNC scrubbing works when you dial
How VICIdial checks numbers against your Do-Not-Call lists in real time as leads move into the hopper, so blocked numbers never get dialed.
Read postHow to remove a number from the DNC list
When a number should be callable again, here's how to take it off a VICIdial Do-Not-Call list using the same Add-Delete tool.
Read postHow to add a number to the DNC list
Two ways to put a phone number on a VICIdial Do-Not-Call list: the Add-Delete DNC Number link and automatic adds from dispositions.
Read postInternal DNC vs campaign DNC: what's the difference
VICIdial keeps two kinds of Do-Not-Call lists. Here's how the internal list and campaign-specific lists differ and when each one applies.
Read postHow to create custom fields (step by step)
A start-to-finish walkthrough for adding a custom field to a VICIdial list, using a pulldown menu as the worked example.
Read postRe-ranking custom fields on the agent screen
How New Field Rank, Field Order, and Re-Rank Fields Below control where each custom field lands on the agent's Form tab.
Read postHidden custom fields explained
What HIDDEN and HIDEBLOB custom field types do in VICIdial, and when to reach for a field the agent never sees.
Read postEncrypted custom fields explained
How encrypted custom fields protect sensitive lead data with AES on a managed VICIdial platform, and the rules around enabling them.
Read postCustom field types: text, dropdown, date, and more
A tour of VICIdial custom field types, from plain text to dropdowns, dates, hidden fields, and source-driven menus.
Read postHow to add a custom field to a list
A step-by-step look at creating a custom field on a VICIdial list, including the rank, label, and naming rules that trip people up.
Read postWhat list custom fields are
List custom fields let you add your own data points to leads and show them to agents on the Web Form tab.
Read postFixed-width vs delimited files in a loader template
The difference between delimited and fixed-width lead files, and how each one is described inside a VICIdial loader template.
Read postThe Listloader auto-detect feature
How VICIdial's loader guesses which column in your file maps to which list field, and how to tune the match score.
Read postAssigning Columns in a VICIdial Loader Template
Map each list and custom-table column to a field from your sample file using the colored dropdowns, and master the index-based editor for fine control.
Read postHow to Create a Custom Lead Loader Template in VICIdial
Build a reusable VICIdial loader template by uploading a sample file, naming it, picking a target list, and mapping each column once.
Read postWhat a Custom Lead Loader Template Is in VICIdial
A custom lead loader template saves your file layout once so repeat imports skip the column-mapping step every single time.
Read postStatus Mismatch Action When Loading VICIdial Leads
Status Mismatch Action moves near-duplicate leads into your new list when they dupe by phone but not by status, so the freshest record dials from the right place.
Read postInvalid Phone Number Replacement When Loading VICIdial Leads
Invalid Phone Number Replacement swaps a bad primary number for the alt phone or address3 value during load, saving records that would otherwise be wasted.
Read postState Abbreviation Lookup When Loading Leads in VICIdial
State Abbreviation Lookup turns spelled-out state names into two-letter codes as your leads load, so your data lands clean.
Read postLead Time Zone Lookup: how VICIdial finds a lead's timezone
VICIdial codes each lead to a time zone at load using phone code, area code, postal code, or the owner field — and checks daylight saving too.
Read postDNC Scrub by Country during lead load
If international DNC lists are loaded on your system, VICIdial can scrub new leads against the right country's list as they import — a key compliance guard.
Read postUSA-Canada Check on lead load
The USA-Canada check filters out impossible North American numbers at import — bad fourth digits, invalid area codes, and optional NANPA prefix validation.
Read postDuplicate Checking when loading leads
VICIdial can catch and drop duplicate records as they load — by list, by campaign, or system-wide, with an optional 90-day window and status filter.
Read postSupported file formats for loading leads
TXT, CSV, XLS, XLSX, and OpenOffice formats all work in the VICIdial loader — here is which to use and how the delimiter and extension must match.
Read postHow to load leads into VICIdial
A friendly walkthrough of the web lead loader: prepare your file, pick a list, choose your on-load options, and import records.
Read postThe standard VICIdial lead fields explained
A plain-English tour of the default fields on every VICIdial lead, from phone and status to vendor code and owner.
Read postHow to modify a lead in VICIdial
After finding a record, the lead-modify page lets you edit every field, set callbacks, and review call and recording history.
Read postHow to add a single lead manually in VICIdial
When you only need to enter one record, the Add A New Lead screen drops a single lead straight into the list you choose.
Read postHow to search for a lead in VICIdial
Use the Search For A Lead screen to find any record by phone, name, vendor code, status, list, or owner before you edit it.
Read postXfer-Conf Number Override per list in VICIdial
Override the five transfer-conference number presets for a single list so agents see the right transfer targets for that data.
Read postAuto Alt Threshold Override per list in VICIdial
Set a per-list cap on how many attempts a lead gets before VICIdial stops dialing its alternate phone numbers.
Read postAnswering Machine Message Override per list in VICIdial
Play a different recording when a machine answers, for one VICIdial list only, by overriding the campaign answering-machine message.
Read postDial Prefix Override per list in VICIdial
Route one VICIdial list's calls through a different carrier or rule by overriding the dial prefix on the list, not the campaign.
Read postCampaign CID Group Override per list in VICIdial
Make one VICIdial list rotate through a pool of caller IDs by pointing it at a CID group, overriding the campaign for that list only.
Read postCampaign CID Override per list in VICIdial
Give one VICIdial list its own outbound caller ID without changing the campaign, and know how it interacts with CID groups.
Read postAgent Script Override per list in VICIdial
Set a different agent script for one VICIdial list without touching the campaign, and understand where ingroup scripts still win.
Read postList-level overrides: changing campaign settings per list
How VICIdial list overrides let one list use a different script, caller ID, dial prefix, or answering-machine message than its campaign.
Read postList reset vs lead recycling: what's the difference
Resets recall an entire list at once; recycling redials specific statuses on a timer. Knowing which to use keeps your dialer honest.
Read postCampaign Lead Recycling: redialing specific dispositions
Lead recycling redials chosen statuses at a set interval without resetting the whole list, ideal for Busy numbers.
Read postWeekday Resets Container explained
A Weekday Resets Container lets a list reset at different times on each day of the week, layered on top of the daily Reset Times.
Read postDaily Reset Limit explained
The Daily Reset Limit caps how many times a list can reset per day, a safety valve against accidental over-dialing.
Read postReset Times: scheduling automatic list resets
The Reset Times field lets a list recall itself at fixed clock times every day so you never have to reset by hand.
Read postReset Lead-Called-Status: recalling a whole list
Resetting a list flips every lead back to a callable state so the dialer can work the same numbers again after a full pass.
Read postList Statistics: reading a VICIdial list's health
The List Statistics on the modify page tell you what's left to dial. Here's how to read dispositions, dialable, and penetration.
Read postList Expiration Date: auto-retiring a VICIdial list
The Expiration Date setting quietly stops a VICIdial list from dialing after a chosen day. Here's how it works and how to read the EXP flag.
Read postAssigning a VICIdial list to a campaign
How to attach a list to a campaign in VICIdial, what changes when you move it, and why a list can only run on one campaign.
Read postActive: turning a VICIdial list on and off
The Active setting is the master switch that decides whether a VICIdial list gets dialed at all. Here's how to use it.
Read postHow to modify a list in VICIdial
A tour of the Modify List screen — the settings you can change after a list is created, and the ones you can't.
Read postHow to add a new list in VICIdial
A walkthrough of adding a new list in VICIdial, including the list ID rules that trip up most first-timers.
Read postService level: percent of calls answered within X seconds
How VICIdial calculates the share of inbound calls answered within a chosen number of seconds on hold.
Read postSending a DID straight to voicemail
How to point a VICIdial DID at a voicemail box so calls go to recorded messages instead of agents.
Read postDTMF logging in a call menu
How to record which keypad option a caller pressed in a VICIdial call menu and store it on the lead.
Read postHold Recall Transfer In-Group explained
How the Hold Recall Transfer In-Group setting auto-redirects a repeat caller to a different queue.
Read postAnswer Signal: when an inbound call is marked answered
The Answer Signal setting decides when VICIdial tells the carrier a call is answered, which affects billing and audio.
Read postOn-Hook CID: handling calls with no agent on the line
What the On-Hook CID setting shows on an agent phone when an inbound call rings, and which option to pick.
Read postExtension Append CID explained
This in-group setting tacks the agent's extension onto the caller ID name, which helps with on-hook phones and logging.
Read postUniqueid Status Display explained
This in-group option shows the call's unique ID on the agent screen, which makes tracing a specific call far easier.
Read postNo Delay Call Route explained
This in-group setting strips wait times and prompts so callers reach an agent as fast as possible. Here is when to use it.
Read postPointing multiple DIDs at one in-group
Several phone numbers can all feed the same queue. Here is how to route many DIDs into one in-group cleanly.
Read postIn-group vs campaign: what's the difference
In-groups handle calls coming in. Campaigns make calls going out. Here is the plain difference and how they work together.
Read postIVR keypress does nothing: debugging call-menu options
A caller presses a number in your phone menu and nothing happens. Here is how to find which call-menu setting is eating the keypress.
Read postDID isn't routing calls: first things to check
When a VICIdial DID receives a call but sends it nowhere useful, start with these settings.
Read postCallers stuck on hold forever: common causes
Why VICIdial callers can sit on hold even when agents are free, and the in-group settings behind it.
Read postInbound calls not reaching agents: what to check
A short checklist for when VICIdial inbound calls arrive but never get handed to a logged-in agent.
Read postBlocking specific callers with a Filter Phone Group
Use a VICIdial Filter Phone Group to recognize unwanted caller IDs and send them somewhere other than your agents.
Read postRouting VIP callers with a Filter Phone Group
Send known good numbers straight to a priority queue or a named agent using a VICIdial Filter Phone Group.
Read postAdding and removing numbers in a Filter Phone Group
How to load and clear phone numbers in a VICIdial Filter Phone Group, and the small rules that trip people up.
Read postHow to create a Filter Phone Group
Step-by-step setup for a new Filter Phone Group, plus how to add the numbers and wire it to a DID.
Read postWhat a Filter Phone Group is
A simple list of phone numbers that lets VICIdial route certain callers differently based on who is calling.
Read postTrack Calls in Real-Time: monitoring IVR usage
See how callers move through your phone menu live, and turn on the logging that tells you which options they actually press.
Read postRouting a call menu option to an in-group
Set up a menu option so a keypress drops the caller into the right inbound queue, with all the routing fields that matter.
Read postHow to add a call menu to an inbound DID
Send callers on your main number to a recorded menu so they can pick sales, support, or another route themselves.
Read post"If you know your party's extension": AGENTDIRECT dialing
Let callers reach a specific agent by typing their ID, with a fallback to voicemail when the agent is busy.
Read postHow to build a multi-level IVR with nested menus
Chain phone menus into a layered IVR so callers can drill from a main menu into focused sub-menus.
Read postMenu Time Check: time-based IVR routing
Restrict a phone menu to set hours so callers get the right path during the day and after hours.
Read postMenu options: mapping a keypress to a destination
How each key on your phone menu is mapped to a destination like a queue, another menu, or a hangup.
Read postMenu Repeat: replaying the menu
Control how many times your phone menu replays when a caller does not make a valid choice.
Read postMenu Invalid Prompt: handling a wrong keypress
What plays when a caller presses a key your phone menu does not recognize, and how to guide them back.
Read postMenu Timeout and Timeout Prompt explained
How long a phone menu waits for a key press, and what plays when the caller stays silent.
Read postMenu Prompt: the greeting your IVR plays
What the Menu Prompt field controls in a VICIdial call menu, how to chain prompts, and the NOINT and NOPLAY flags worth knowing.
Read postHow to copy a call menu
Clone an existing VICIdial call menu in one step, then change only the options that differ, instead of rebuilding the IVR from scratch.
Read postHow to add a call menu
Step-by-step setup for a new VICIdial call menu: naming rules for the Menu ID, the greeting prompt, and wiring keypresses to destinations.
Read postWhat a call menu (IVR) is in VICIdial
A plain explanation of VICIdial call menus: the press-1-for-sales IVR that greets callers and routes them where they need to go.
Read postDID Extension Context explained
What the Extension and Extension Context fields do on a VICIdial DID, when you need them, and the one setting that trips up voicemail routing.
Read postDID Traffic Report explained
What the DID Traffic Report shows, how it breaks calls into 15-minute slots, and how to read its hold, call, and drop totals.
Read postDID custom fields (Custom 1-5)
Five free-form fields on every DID for tagging numbers, owner matching, and feeding your own reports.
Read postRouting one DID differently by caller ID
Send some callers on a number to a different destination by matching their caller ID against a group, a list, or a URL.
Read postPre-Filter Recent Call: deduping repeat inbound callers
Catch callers who already reached you recently and route them somewhere other than the back of the queue.
Read postClean CID Number and Alter CID Name on a DID
Trim incoming caller ID digits and rewrite the caller ID name on a per-number basis before routing.
Read postRecord Call on a DID: recording inbound by number
Turn on call recording for a specific inbound number, and learn what the full and queue-stop options actually do.
Read postHow to point a DID at a call menu
Send a single inbound number into a recorded press-one menu so callers route themselves to the right queue.
Read postHow to point a DID at a specific agent
Send an inbound number straight to one logged-in agent with a VICIdial DID set to the AGENT route.
Read postHow to point a DID at an in-group
Route an inbound number to a shared agent queue by pointing its VICIdial DID at an in-group.
Read postDID Route options: in-group, call menu, agent, or voicemail
A clear rundown of the DID Route choices in VICIdial so you know where each one sends an inbound call.
Read postHow to copy a DID
Copy an existing VICIdial DID to reuse all its routing settings on a new number without rebuilding them by hand.
Read postHow to add a DID in VICIdial
A step-by-step walk through adding a new DID in VICIdial so an inbound number reaches your agents.
Read postWhat a DID is in VICIdial
A plain explanation of what a DID is in VICIdial, what it controls, and why every inbound call starts with one.
Read postWhat a list is in VICIdial
A plain-English look at what a VICIdial list is, how it holds your phone numbers, and how it feeds calls to a campaign.
Read postVICIdial lists and leads: the complete guide
What a list is, how settings work, how to load leads, and how leads flow into the dialer. The cornerstone guide to lists and leads.
Read postVICIdial inbound call handling: the complete guide
A plain-English walkthrough of inbound calling in VICIdial: in-groups, hold music and place-in-line, in-queue callback, overflow and after-hours routing, no-agent handling, DIDs, call menus (IVR), filter phone groups, and what to check when calls go wrong.
Read postRing-all in-group: ringing every agent at once
Sometimes you want a call to ring every agent's phone at once and let the fastest hand win, like a small office line. VICIdial calls this ring-all. Here is how to set it up, the two places you flip the switch, and why it is only for light volume.
Read postHow to create an inbound group and start taking calls
From zero to answering live inbound calls in VICIdial takes four moving parts: an in-group, a DID, a campaign that allows the group, and an agent who logs in and selects it. Here is the whole path in plain order.
Read postFinding which DIDs feed an in-group
Before you change or delete an in-group, you need to know which phone numbers point at it. VICIdial has a built-in list right on the in-group screen. Here is how to find it and why you should always check it first.
Read postLogged-In Agents Report for an in-group
When a queue starts dropping calls, the first question is always the same: is anyone actually logged in to answer them? There is a one-click report that tells you exactly who is staffing an in-group right now. Here is how to use it.
Read postReading the Inbound Group Report
There is a one-click report hiding at the bottom of every in-group screen that shows you exactly how that queue performed. Here is how to open the Inbound Group Report, what its numbers mean, and which ones actually tell you something.
Read postHow to set up an after-call survey
Want to hear what callers think right after they hang up with an agent? VICIdial can play a short survey question and record the keypress. Here is how to turn it on for one in-group, what each setting does, and where the answers land.
Read postAfter Call Survey: post-call IVR feedback
Want to know how a caller felt after they hang up with your agent? After Call Survey asks them to stay on the line, plays a question, and records their keypress answer. It is a simple post-call survey built into the in-group.
Read postPopulating lead fields from inbound caller ID
When an inbound call creates a lead, the record is mostly empty. A set of Populate Lead settings on the in-group can fill in the state, source, vendor code, and comments automatically from the caller ID and the DID. Here is what each one does.
Read postAdd Lead URL: creating leads from inbound calls
When a brand-new caller comes in, VICIdial can create a lead for them. Add Lead URL lets you tell an outside system the moment that happens, with the new lead's ID, phone, and the DID it arrived on. Here is how to set it up.
Read postIn-group URLs: firing webhooks on inbound call events
An in-group can ping a web address at key moments in a call: when it enters the queue, when it reaches an agent, when it gets dispositioned. These URL fields are how you push inbound activity into your own systems in real time.
Read postDial In-Group CID explained
When an agent dials out from an in-group manually, what number shows on the customer's phone? Dial In-Group CID lets you pin that to one number per group, overriding the campaign and the list. Here is when to use it.
Read postTransfer Talk Minimum: filtering quick transfers
Some agents pass callers along the second they pick up. Transfer Talk Minimum makes an agent talk to a customer for a set number of seconds before they can transfer to your in-group, so handoffs are real conversations, not hot-potato.
Read postDefault Transfer Group for an in-group
When an agent opens the transfer panel, one destination is already selected for them. The Default Transfer Group sets that pre-pick per in-group, so agents transfer to the right place by reflex.
Read postIn-Group Recording Override: forcing recording on inbound
An inbound group can ignore the campaign's recording setting and decide for itself: never record, let the agent choose, record everything, or record everything with no off switch.
Read postAreacode Filter: routing inbound calls by area code
The Areacode Filter lets an in-group keep or drop waiting callers based on the area code they are calling from. Useful when you only serve certain regions or want to weed out junk.
Read postDrop Exten, Drop Transfer Group, and Drop Call Menu explained
When a caller waits too long and VICIdial drops them out of the queue, where do they land? These three fields decide: a dialplan extension, another in-group, or a phone menu.
Read postDrop Call Seconds for inbound: when a queued call counts as dropped
Drop Call Seconds is the timer that decides how long a caller waits in your queue before VICIdial gives up and reroutes them. Set it well and you protect both the caller experience and your stats.
Read postSecond and third agent alerts: escalation when nobody answers
Some callers deserve a louder ding. VICIdial can play a different alert sound when a repeat caller comes through your in-group, so the agent knows this person has tried before.
Read postAgent Alert: ringing the agent on an inbound call
When an inbound call lands on an agent, a small sound tells them to look up and take it. The Agent Alert settings control that ding, how long it delays the call, and whether you want repeat-caller alerts too.
Read postMax Calls Method and Action: capping queue size
There is a point where adding one more caller to the queue just makes everyone's wait worse. The Max Calls settings let you cap how many calls an in-group will hold, and decide where the overflow goes.
Read postIn-Queue No Agents Check explained
A caller can get into the queue while an agent is logged in, then get stranded when that agent logs off. The In-Queue No Agents Check keeps watching the room and rescues callers who would otherwise wait forever.
Read postNo Agent No Queue Action: when nobody is logged in
If a caller dials in and not a single agent is logged in, parking them in an empty queue is cruel. The No Agent No Queue setting catches that case and routes them somewhere useful instead.
Read postClosing Time Now Trigger: closing the queue early
Sometimes you need to close before the clock says so: a snow day, an all-hands, a sudden short-staff. The Closing Time Now trigger empties the queue early and sends every waiting caller to your closing-time plan.
Read postClosing Time Action: handling calls at end of day
When your phones close for the day, some callers are still waiting in line. Closing Time Action decides what happens to them instead of leaving them stuck. Here is how it works and how to set it kindly.
Read postAfter Hours Action: routing calls outside business hours
When a call lands outside your business hours, it should not just ring forever. The After Hours Action setting decides what happens: a message, voicemail, another line, or a clean hangup. Here are your options.
Read postCall Time: setting an in-group's business hours
Every in-group answers calls on a schedule. The Call Time setting is where you tell VICIdial which hours count as open and which count as after hours. Here is how it works and why server time matters.
Read postHow to set up a virtual-queue callback
A virtual-queue callback lets a caller hang up, hold their spot, and get dialed back when it is their turn. This is the step-by-step to switch it on in VICIdial, from picking the trigger to recording the prompt.
Read postCallback Queue Expire Hours: how long a callback waits
A callback that sits in the queue for days helps nobody. Callback Queue Expire Hours sets a shelf life: after that many hours, an undialed callback is quietly dropped. Here is what the setting does and how to choose a value.
Read postCID Callback Number Validation explained
When a caller asks for a callback, the number they called from is not always the number they want to be reached on. CID Callback Number Validation reads it back, checks it, and lets the caller correct it before you commit.
Read postIn-queue callback: let callers keep their place and get called back
Long hold times push callers to hang up. In-queue callback lets a waiting caller hang up, keep their spot in line, and get an outbound call the moment they reach the front. Here is how it works in VICIdial.
Read postBuilding a 3-tier overflow ladder for a full queue
What happens when nobody is logged in, the queue is jammed, or it's after hours? VICIdial gives you separate fallbacks for each. Here's how to stack them into a clean overflow ladder so no call falls off a cliff.
Read postEstimated Hold Time Option: routing by predicted wait
Instead of waiting for a caller to wait too long, why not act on the forecast? VICIdial's Estimated Hold Time Option routes callers when the predicted wait is too high. Here is how it differs from the wait-time version.
Read postWait Time Option: rerouting callers who wait too long
Some callers will wait forever; most won't. VICIdial's Wait Time Option lets a caller press a key after a set wait to grab a callback, jump to a menu, or keep their place. Here is how to set it up.
Read postHow VICIdial calculates estimated hold time
Where does the "about three minutes" figure come from? VICIdial waits a few seconds into the queue, then predicts the wait. Here is what feeds that number and the one setting that controls timing.
Read postPlay Estimated Hold Time to waiting callers
Telling a caller "about two minutes" is kinder than silence. VICIdial's Play Estimated Hold Time reads waiting callers a predicted wait. Here is how to turn it on and tune when it speaks.
Read postPlay Place in Line: telling callers their queue position
Callers hate silence on hold. VICIdial can tell them "you are caller number 4" so they know the line is moving. Here is how Play Place in Line works and how to turn it on.
Read postOn Hold Prompts: messages while callers wait
An on-hold prompt plays a short recurring message to waiting callers, but it blocks them from reaching an agent while it plays. Here are the rules that keep it from quietly inflating your hold times.
Read postSetting music on hold for an in-group
Silence makes callers hang up; music keeps them on the line. Here is how VICIdial organizes hold music into contexts, how to point an in-group at one, and why music beats a looping prompt.
Read postWelcome Message: greeting inbound callers
A welcome message greets callers the moment they land in your queue. Setting it is one field, but it blocks the call from reaching an agent until it finishes. Here is how to use it without adding dead air.
Read postAgent Rank vs Grade vs Call Count: in-group routing methods
Rank, grade, and call count are three per-agent levers that change who gets the next inbound call. One favors your best, one weights toward them, one spreads work evenly. Here is how to choose.
Read postFronter Display: what the agent sees on an inbound call
Fronter Display puts the first agent's name in the Status field when a call is transferred, so the closer knows exactly who fronted it. Here is when to turn it on and what it changes.
Read postQueue Priority: ranking inbound calls against outbound
When one agent covers two inbound queues and both have callers waiting, Queue Priority decides who gets connected first. Here is how to set it without starving your quieter queues.
Read postAgent Search Method Override for in-groups
This in-group setting decides whether VICIdial looks for an answering agent across all your servers or just the one where the call landed. The wrong choice can quietly raise your dropped calls.
Read postNext Agent Call: how inbound picks which agent answers
When two agents are free, who gets the call? The Next Agent Call setting decides. Here are the options that actually matter day to day, in plain language, with the trade-offs.
Read postGroup Color: color-coding your in-groups
Group Color paints the agent screen when a call comes in, so people know at a glance which line it is. Small setting, big floor-level payoff. Here is how to set it without breaking VICIdial.
Read postActivating and deactivating an in-group
The Active flag decides whether agents can even see an in-group when they log in. Here is what flipping it does, what it does not do, and why your group might still show NA after you set it active.
Read postHow to add a new inbound in-group
Creating your first in-group takes about a minute, but two fields lock you in for good. Here is exactly what to type, what the rules are, and the one shortcut that copies an existing setup.
Read postWhat an inbound in-group is in VICIdial
An in-group is the bucket that connects incoming calls to your agents. If you want a phone number to ring people on the floor, you need one. Here is what it does and why it exists.
Read postTimer Action: nudging agents after a set time
Timer Action fires something on a live call after a set number of seconds — a screen message, a hangup, a transfer to an IVR or in-group. Here is what each option does and how to set the timer.
Read postDead Call Trigger: handling silent connections
A dead call is when the customer has hung up but the agent is still sitting on the line. Dead Call Trigger nudges the agent with a sound or a back-end ping after a set number of seconds. Here is how to set it.
Read postAgent Select Territories explained
Agent Select Territories lets a logged-in agent pick which regions they dial, instead of you locking them to one. Here is what it does, the two settings it depends on, and when it actually helps.
Read postOwner Only Dialing: keeping leads with their rep
Owner Only Dialing makes each agent see only the leads they own — by user, territory, or group. Great for account books and warm follow-ups, with a couple of prerequisites.
Read postNo Hopper Dialing mode explained
No Hopper Dialing turns off the lead pre-loading buffer for a campaign. It enables owner-based dialing — but it also switches off recycling, alt-number dialing, and list mixing.
Read postMax Logged-In Agents: capping a campaign's seats
Max Logged-In Agents sets a hard ceiling on how many people can be on a campaign at once. Handy for licensing, training, and keeping campaigns from poaching each other's seats.
Read postAgent Search Method Override explained
LB, LO, SO — the Agent Search Method Override tells VICIdial how widely to hunt for a free agent when a call connects. One setting can spike your dropped calls.
Read postRouting Extension: where unanswered calls go
The Routing Extension decides how a connected call gets handed to an agent — same server, local-first, or any server. Pick the wrong one and you get more dropped calls.
Read postDial Timeout too short: the symptoms
If your campaign hangs up on people before they pick up, the Dial Timeout is probably set too low. Here is how to spot it and where to land the number.
Read postWhy cold lists need a lower dial level
It sounds backwards: a list that barely answers should let you dial harder, not softer. But cold lists behave unpredictably, and that is exactly why a lower dial level keeps you safe.
Read postSetting dial level for a small agent team
Predictive dialing assumes a crowd to average over. With three or four agents, the usual advice backfires. Here is how to set dial level when your team is small.
Read postPredictive dialing best practices for new operators
Turning on predictive dialing for the first time is where new VICIdial operators get burned. A short list of habits keeps your drop rate legal and your agents busy from day one.
Read postIs it your dial level or your list quality?
When numbers look off, operators blame either the dialer settings or the leads. Usually it is the interaction between the two. Here is how to tell which one is actually your problem.
Read postToo many dropped calls: the common causes
Your drop rate is creeping up and you are not sure why. Here are the usual suspects in VICIdial, from a dial level set too high to a list that just answers too well.
Read postHow to slow down VICIdial dialing
Calls are stacking up faster than your agents can take them, and customers are getting dead air. Here is how to ease off the gas in VICIdial without breaking anything.
Read postHow to make VICIdial dial faster
If your agents have idle gaps between calls, VICIdial can dial more aggressively. Here are the four dials that move the most: dial level, dial method, dial timeout, and the hopper, plus the one number that keeps it legal.
Read postAgents idle but no calls coming: dialing-strategy causes
The campaign is active and the hopper has leads, yet agents sit waiting. This is usually the dialing math, not a broken dialer. Here are the strategy settings that quietly throttle calls to a trickle.
Read postWhy VICIdial isn't dialing: the first things to check
Agents logged in, phones quiet, and no idea why. Before you panic, VICIdial almost always stops dialing for one of a short list of plain reasons. Here is the checklist to run, top to bottom.
Read postCampaign Presets: saving manual-dial shortcuts
Transfer Presets give your agents a ready-made menu of transfer and conference numbers instead of typing them by hand. Here is how to build the list, what each field does, and why hiding the number can keep agents honest.
Read postAllow Closers: letting a campaign take transfers
Allow Closers is the campaign setting that lets one agent hand a live customer to another agent inside VICIdial. Here is what it turns on, the fronter-to-closer flow it enables, and the one extra section it makes appear.
Read postActive: turning a campaign on and off
The Active setting is the master switch for a VICIdial campaign. Set it to Y and agents can log in; set it to N and the campaign goes dark. Here is exactly what flips when you toggle it, and when you actually want to.
Read postBasic View vs Detailed View in campaign settings
Every campaign opens in Basic View with a trimmed set of options. Detailed View shows everything. Here's the difference, why your account might be stuck on Basic, and the one user setting that flips it.
Read postHow to copy a VICIdial campaign
Rather than rebuild a campaign from scratch, VICIdial lets you copy every setting from an existing one into a new ID. It's three fields and a click. Here's how to do it and what carries over versus what doesn't.
Read postHow to add a new campaign in VICIdial
Adding a campaign is a two-step affair: a short add form, then the full settings page. The two rules that trip people up are the campaign ID format and the fact that the ID is permanent. Here's how to get it right the first time.
Read postHistorical vs Summary campaign reports
VICIdial's Reports tab has outbound, inbound, and agent summaries that roll up a single day per campaign. Here's the difference between a quick summary view and a deeper historical dig, and when to reach for each.
Read postCampaign Stats Refresh: how often numbers update
Not every number in VICIdial updates the same way. The little call-count graphs build in the background, the real-time screen ticks on its own, and most other reports recalculate when you load the page. Here's what refreshes when.
Read postReal-Time Campaign Stats: reading the main screen
The Real-time link on a campaign shows you what's happening right now — dialable leads, hopper count, dropped calls, agents logged in. Here's how to read each number and what it tells you about your dialing.
Read postAgent Ready Max Seconds Logout explained
An agent stuck in READY for an hour with no calls is usually a sign something broke. Agent Ready Max Seconds Logout catches that case and logs the agent out, so a silent dialing problem does not hide behind a "logged-in" agent.
Read postAgent Pause Max Status: capping pause time
When an agent sits paused too long, VICIdial can auto-log them out — and Agent Pause Max Status decides what disposition gets stamped on whatever call they left open. Here is how the two settings work together.
Read postAuto Pause Pre-Call Work explained
Auto Pause Pre-Call Work keeps the dialer from dropping a call on an agent who is mid-task — looking up a lead, checking callbacks, entering a pause code. It auto-pauses them so the next call never lands on a distracted agent.
Read postAgent Pause Codes: tracking why agents pause
Pause codes turn "agent is paused" into "agent is on a 15-minute break." Set them up per campaign and you finally know where your floor's idle time actually goes, with the data sitting right in the agent log.
Read postWrapup Message: what to show agents between calls
The Wrapup Message is the bit of text agents see on the wrapup screen between calls. Small field, real value: use it for reminders, scripts, and the next thing they should do before the next call lands.
Read postWrapup Seconds: giving agents time after a call
Wrapup Seconds forces a short pause after every call so agents can finish notes before the next one lands. Here is what the setting does, when to use it, and how to keep it from quietly slowing your floor.
Read postCampaign Survey settings explained
A field-by-field tour of the Campaign Survey section in VICIdial: audio files, DTMF digits, opt-in routing, no-response action, and the extra digit paths that build a branching survey.
Read postHow to set up a broadcast (robo) campaign
A step-by-step setup for a broadcast campaign in VICIdial: record the message, choose a playback method, configure the remote agent, and start the run with no live agents.
Read postBroadcast dialing without live agents
Broadcast dialing plays a recorded message to a list with no live agent on the call. Here are the three playback methods, the trade-offs of each, and where it is allowed.
Read postHow to build a press-1 survey campaign
A step-by-step walkthrough of building a press-1 survey campaign in VICIdial: record the prompts, fill the survey fields, set the routing extension, and pick the right dial method.
Read postSurvey dialing: press-1 campaigns in VICIdial
Press-1 and survey dialing plays a recorded question and routes the call based on which key the person presses. Here is how the survey fields fit together and what to know before you run one.
Read postInbound No-Agents No-Dial explained
Inbound No-Agents No-Dial pauses outbound dialing on a blended campaign when too few inbound agents are free. Here is what the setting does, the threshold that controls it, and when it earns its keep.
Read postInbound Queue No Dial: pausing outbound when the queue fills
Inbound Queue No Dial pauses outbound dialing whenever inbound callers are waiting in your allowed in-groups. It is a simple safety valve that keeps a blended campaign from drowning real customers. Here is how to set it.
Read postConcurrent Transfers: limiting simultaneous transfers
Concurrent Transfers controls how many answered calls can be sent to agents at once without waiting in line. On small teams it barely matters; on large ones it can change everything. Here is what it does and why AUTO is usually right.
Read postQueue Priority: which calls reach agents first
When outbound and inbound calls are both waiting, Queue Priority decides who gets to your agents first. A higher number wins. Here is how the defaults work and when to change them.
Read postShared Dial Rank: prioritizing campaigns for shared agents
When several SHARED dial-method campaigns compete for the same agents, Shared Dial Rank decides which one dials first. A small number means higher priority. Here is how the round-robin works and how to set it.
Read postShared-Agent Campaign Dialing explained
Want one team of agents to auto-dial across two or three campaigns at once? Shared-agent dialing makes it possible, but it brings extra drop-rate risk. Here is when to use it and when list overrides are the simpler answer.
Read postHow to set up a blended VICIdial campaign
A blended campaign lets the same agents take inbound calls and dial outbound from one seat. Here is how to turn outbound dialing on for an inbound-enabled campaign without overwhelming your queue.
Read postBlended inbound/outbound dialing explained
Blended dialing keeps agents busy by mixing outbound calls with inbound ones: dial out when it is quiet, queue the inbound call when one arrives, then route it the moment an agent is free. Here is how the pieces fit.
Read postAllow Inbound and Blended: turning a campaign blended
Allow Inbound and Blended is the campaign switch that lets your outbound agents also take incoming calls. Flip it to Y and an Allowed In-Groups list appears so you can choose exactly which inbound queues they can pull from.
Read postOmit Phone Code: stripping a leading digit before dialing
If every lead carries a country code your carrier does not want to see, Omit Phone Code tells VICIdial to drop it before dialing. Set it to Y and the dialer sends the local digits without you editing every record.
Read postDial Prefix vs Manual Dial Prefix
Dial Prefix decides which path your auto-dialed calls take out of the system. Manual Dial Prefix lets manual calls take a different path. Knowing which one applies to which call saves you a confusing afternoon.
Read postLocal Call Time: keeping calls inside legal hours
Local Call Time tells VICIdial which hours it may dial a lead, based on the lead's own time zone, not yours. Set it once per campaign and the dialer stops calling people at 7am their time while you sip coffee at noon.
Read postDial Timeout: how long VICIdial waits for an answer
Dial Timeout sets how many seconds VICIdial lets a number ring before giving up. Set it too short and you hang up on people who were about to answer; too long and you waste lines. Here is how to pick a number.
Read postCampaign CID Name: setting your caller-ID name
Campaign CID Name sets the text label that can ride along with your number, like a business name. It only works through a CNAM-capable gateway. Here is what it does and what it does not.
Read postArea-code caller ID (AC-CID): matching a local number
AC-CID lets a campaign show a local number that matches the area code you are calling. People answer local numbers more. Here is how to turn it on and load your area-code-to-number map.
Read postCID Group Failover explained
A CID Group can run out of matching numbers when a lead's area code is not in the group. CID Group Failover is the backup group VICIdial uses for those leads. Here is how to set it up.
Read postCID Groups: rotating caller IDs across a campaign
A CID Group lets a campaign rotate through many outbound numbers and pick one based on the area code or state you are calling. Here is what a CID Group is and how it changes which number shows up.
Read postCustom Caller ID in VICIdial
The Custom Caller ID setting lets each lead carry its own outbound number instead of one campaign-wide number. Here is what Y, AREACODE, and USER_CUSTOM each do and when you actually want them.
Read postCampaign Caller ID: setting the number you dial from
The Campaign Caller ID field decides which number shows up on the screen of the person you call. Here is what it does, why the default of UNKNOWN is a bad idea, and how to set it correctly.
Read postWhat Call Count Target does
Call Count Target looks like a dialing limit but it is not. It never stops a single call. It just sets the denominator for the penetration percentage you see on the List Modify page. Here is what it really measures.
Read postDaily Phone Number Call Limit: capping calls per number
Daily Call Count Limit caps calls per lead. Daily Phone Number Call Limit caps calls per number — across every lead that shares it. If the same phone shows up on several records, this is the setting that stops you double-dialing it.
Read postDemographic Quotas explained
Demographic Quotas let VICIdial steer dialing toward goals — call this many people in this region, this many in that age band — by re-ranking leads as quotas fill. Here is what the feature does and how to switch it on.
Read postWhat Call Quota Lead Ranking does
Call Quota Lead Ranking is VICIdial's way of structuring recycle dialing: hit a lead a set number of times, across set time-of-day sessions, over consecutive days. Here is what it solves and when it is worth the complexity.
Read postCall Count Limit vs Daily Call Count Limit
VICIdial has two settings that sound the same: Call Count Limit and Daily Call Count Limit. One caps total attempts over the life of a lead, the other caps attempts per day. Mixing them up gets you complaints — or wasted dials.
Read postNext Agent Call: how VICIdial picks which agent answers
When two agents are free and a call comes in, who gets it? The Next Agent Call setting decides. Here is what each option does and which one to pick for fairness, speed, or rewarding your best closers.
Read postDial Statuses: which dispositions get redialed
The Dial Statuses on a campaign decide which call outcomes are eligible to dial again. Pick them well and you call the right leads back; pick them loosely and you re-call people you shouldn't. Here is how to choose.
Read postAuto Alt-Number Dialing: calling a lead's second number
When a lead's main number doesn't connect, Auto Alt-Number Dialing automatically tries their alt phone or address3 field. Here is how to switch it on, which no-answer statuses trigger it, and the threshold that stops it.
Read postLead recycling: redialing no-answers automatically
Lead recycling redials a chosen status, usually Busy, after a set delay without resetting your whole list. Two numbers control it: how long before the lead comes back, and how many times it can be retried. Here is how to set it right.
Read postAuto Active List New: auto-activating fresh lists
Auto Active List New flips an inactive list to active automatically when your campaign runs low on fresh leads, so agents don't go idle waiting for someone to turn on the next list. Here is how it works and its catches.
Read postHow to use a Lead Filter on a campaign
A Lead Filter narrows which leads a campaign will dial using a small piece of SQL. It is handy for slicing a list by state, zip, or call count, but one stray character can quietly stop your dialer cold.
Read postWhat List Mix does and when to use it
List Mix lets you pull set percentages of leads from different lists and statuses into one dialing stream. Here is what it actually controls, why it can stall your dialer, and the rare cases where it earns its keep.
Read postVICIdial dialing strategies: the complete guide
Every VICIdial dialing strategy in one place: ratio, predictive, adaptive, manual and blended. How dial level, drop rate, the hopper, lead order and caller ID fit together, plus a troubleshooting map for when calls slow down or drops climb.
Read postList Order in VICIdial: how leads get picked
List Order decides which leads VICIdial pulls into the dialing queue first — by upload order, phone number, call count, timezone, and more. Pick the wrong one and your best leads sit untouched. Here's a plain-English tour of the options that matter.
Read postManual Dial Hopper Check explained
Manual Dial Hopper Check stops the awkward double-call: an agent dials a number by hand just as the auto-dialer was about to dial the same one. Turn it on and VICIdial clears the queued copy first. Here's how it works and when to use it.
Read postHopper Drop-Run Trigger explained
The Hopper Drop-Run Trigger does one thing: for a single minute, it loads only your DROP leads at top priority, then resets itself. Great for quickly retrying abandoned calls — with one warning about list resets you need to read first.
Read postHopper Hold Inserts explained
Hopper Hold Inserts loads leads into the queue in a held state, so they don't dial until something says go. It's how you stage leads for an outside process or a one-click agent flow. Here's what RHOLD and AUTONEXT actually do.
Read postWhen to force a reset of the hopper
Force Reset of Hopper wipes the dialing queue clean on form submit, then lets it refill a minute later. It's a handy reset button for stuck or stale queues — and a fine way to dial the wrong leads if you use it carelessly. Here's the safe way.
Read postHopper VLC Dup Check: stopping duplicate dials
If the same person keeps getting called twice in a row, Hopper VLC Dup Check is the setting that catches it. Here's what it does, when it helps, and the one mistake that quietly chokes your dialing to a single lead per minute.
Read postHow to fix an empty hopper in VICIdial
Agents logged in, leads in your lists, but the hopper keeps showing empty and nothing dials. Work through these usual causes in order to get calls flowing again.
Read postWhat the Automatic Hopper Multiplier does
The Automatic Hopper Multiplier is the one knob you have over VICIdial's automatic hopper sizing. Here is what it scales, the range it accepts, and when to move it off 1.
Read postAutomatic Hopper Level vs a fixed hopper level
Should you pin your hopper size to one number or let VICIdial recalculate it every minute? Here is how Automatic Hopper Level works and when each choice wins.
Read postHow to set your Minimum Hopper Level
Minimum Hopper Level is how many leads VICIdial tries to keep staged for dialing. Set it too low and agents stall; set it well and the floor stays busy. Here is the rule of thumb.
Read postWhat the VICIdial hopper is and why it matters
The hopper is the short list of leads VICIdial keeps ready to dial in the next few minutes. Understand it and most strange dialing behavior suddenly makes sense.
Read postAdapt Percent-Max Percentage explained
ADAPT_PERCENTMAX uses one number to decide how hard your dialer pulls back when you cross the drop limit. Here is what Adapt Percent-Max Percentage actually controls and how to set it.
Read postAgent In-Call Tally Seconds Threshold explained
This setting tells VICIdial when to stop counting an agent toward dialing more calls based on how long they have been on a call. It is a quiet pacing lever that can cut drops on campaigns with long talk times. Here is how it works.
Read postMultiple Campaign Drop Rate Group explained
If you run several campaigns at once, their drop rates are usually tracked separately. Multiple Campaign Drop Rate Group pools them into one shared number so the dialer manages your overall abandonment across the group. Here is how it works.
Read postHow to set up a Safe Harbor message for dropped calls
Playing a recorded message on dropped calls takes three campaign fields lined up correctly: the action, the audio file, and the timing. Here is the order to set them in so the message actually plays.
Read postWhat a Safe Harbor message is and why VICIdial plays one
Sometimes a contact picks up and no agent is free. Instead of dead air or a hang-up, many campaigns play a short recorded message. That is the Safe Harbor message. Here is what it is and why VICIdial offers it.
Read postWhat Drop Lockout Time does
Drop Lockout Time stops VICIdial from re-dialing a number for a set number of hours after that number was dropped. It is a small field with real regulatory weight, especially in the UK. Here is how it works.
Read postDrop Call Seconds and Drop Call Action explained
When a contact picks up and no agent is free, VICIdial has to do something fast. Drop Call Seconds sets the clock, and Drop Call Action decides what that something is. Here is what each setting actually controls.
Read postAvailable Only Tally and how it changes drop-rate math
By default VICIdial counts agents who are already on a call when it decides how many lines to open. Available Only Tally tells it to count only the agents truly free right now, which is the strongest protection against dropping a live caller.
Read postDial Level Difference Target: keeping agents busy safely
Do you want a spare agent waiting, or a spare call waiting? Dial Level Difference Target answers that question, and the answer is one of the simplest levers you have for trading drop rate against agent idle time.
Read postAdapt Intensity Modifier explained
Most predictive settings change where the dial level lands. Adapt Intensity Modifier changes how eagerly the dialer gets there. It tunes the personality of the algorithm, not the destination.
Read postMaximum Adapt Dial Level: capping predictive aggressiveness
Predictive dialing will keep pushing the pace as high as the math allows. Maximum Adapt Dial Level is the hard ceiling that says: never open more than this many lines per agent, no matter how good the leads look.
Read postAuto Dial Level Threshold: when predictive kicks in
Predictive dialing needs a crowd to work. Auto Dial Level Threshold tells VICIdial the minimum number of agents it needs before it trusts the prediction, and what to do when the room thins out.
Read postWhat the Drop Percentage Limit setting does
Drop Percentage Limit is the ceiling you give VICIdial for how many connected calls it is allowed to abandon. Set it to 3 and the dialer pulls back on its own when it gets close. Here is what it actually controls.
Read postHow to choose the right auto dial level for your list
Pick your auto dial level from three things: how many agents you have, how warm your list is, and how many channels your server can carry. Here is how to weigh them.
Read postWhat auto dial level means in VICIdial
Auto dial level is the lines-per-agent number that decides how aggressively VICIdial dials. Here is what each value means and who controls it in each dial method.
Read postHow to set up a manual-dial VICIdial campaign
A manual-dial campaign lets agents control every call. Set the dial method to MANUAL, sort out the manual prefix and caller ID, and you are dialing by hand in minutes.
Read postHow to switch a VICIdial campaign to predictive dialing
Moving a campaign from click-to-dial to predictive is a handful of fields on the Campaign Detail screen. Here is the exact order and what each setting does.
Read postThe inbound_man dial method explained
INBOUND_MAN lets one agent place manual outbound calls and still catch inbound calls in between. Here is what it does, why dial level must be 1.0, and when to use it.
Read postWhat the adapt_hard_limit dial method does
ADAPT_HARD_LIMIT dials predictively but slams the brakes the moment your drop rate hits the ceiling. Here is exactly how that cap works and when you want it.
Read postWhat adapt_average dialing does and when to use it
ADAPT_AVERAGE aims to keep your drop rate around the limit on average instead of slamming a hard ceiling on it. That makes for smoother pacing, but it asks you to trust the average. Here's the trade-off.
Read postWhat adapt_tapered dialing does and when to use it
ADAPT_TAPERED lets you dial hot at the start of a shift and tightens up as your stop time nears, so a busy morning doesn't blow your daily drop-rate average. Here's how the tapering works and how to set it.
Read postManual dialing in VICIdial: when to use it
Manual dialing is the slowest mode VICIdial offers, and sometimes that's exactly what you want. Agents click to dial every number, nothing fires automatically, and you trade speed for control. Here's when that trade is worth it.
Read postRatio dialing vs predictive dialing in VICIdial
Ratio dialing holds a fixed number of lines per agent; predictive dialing moves that number for you. Both push calls ahead of free agents, but they behave very differently in practice. Here's how to choose.
Read postWhat the VICIdial Dial Method setting does
The Dial Method dropdown on a campaign is the single most consequential setting you'll touch. It decides whether agents click to dial, dial a fixed multiple, or hand pacing to the predictive algorithm. Here's what each option means.
Read postHow predictive dialing works in VICIdial
Predictive dialing places more calls than you have free agents, betting that some will go unanswered. Here is how VICIdial decides how many lines to fire and how it keeps your drop rate in check.
Read postHow to lower your VICIdial drop rate
Drop rate creeping above 3%? Nine times out of ten the only knob you need is Auto Dial Level. Here is how to tune it without killing throughput.
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