How to disposition remote-agent calls from vdremote.php

When a call reaches a Remote agent through their External Extension, the vdremote.php page updates in real time to show the caller ID and other call details. After the conversation ends, the agent selects a Disposition code from a dropdown on the page — the same kind of outcome label used by in-office agents across VICIdial — and clicks SUBMIT. That submission closes the call record, logs the outcome, and returns the agent to a ready state so the next call can come through.

What appears on screen when a call arrives

As soon as the dialer bridges a call to the External Extension, vdremote.php updates automatically. The screen shows the caller ID, the Called status, and any lead data the system has for that number. At the same moment, the agent's physical phone rings. The agent answers on their phone and talks to the caller while the vdremote.php screen displays the call information. The page is read-only during the conversation — the agent does not need to touch it until the call ends.

This display-while-talking model is the main value of keeping a browser tab open during the shift. Without vdremote.php, the agent would hear the caller's voice but have no way to see who is calling or record what happened. The page bridges that gap for workers who cannot use the full VICIdial Agent session interface.

How to submit a disposition after the call

• When the call ends on your physical phone, look at the vdremote.php screen. The disposition dropdown will be visible, showing the outcome codes configured for the Campaign.
• Select the code that matches what happened — a sale, a scheduled callback, a no-answer, a not-interested, or whatever labels your campaign uses. The options depend entirely on how the admin configured the campaign.
• Click SUBMIT. This writes the outcome to the call record in the VICIdial database and links it to your session.
• After submission the page resets. If your status is still ACTIVE, the dialer will queue the next call to your External Extension.

The call lifecycle from ring to dispositioned

stateDiagram-v2
  [*] --> Ringing: Dialer dials External Extension
  Ringing --> Connected: Agent answers physical phone
  Connected --> CallEnded: Conversation ends
  CallEnded --> AwaitingDisposition: vdremote.php shows dropdown
  AwaitingDisposition --> Dispositioned: Agent selects code and clicks SUBMIT
  Dispositioned --> Ready: Page resets - session awaits next call
  Ready --> Ringing: Dialer sends next call if status is ACTIVE

Disposition codes and recording

Disposition codes are configured at the campaign level by the admin. The agent cannot add or edit codes from vdremote.php — they can only choose from what is already set up. If a code you need is missing from the dropdown, the admin must add it in the VICIdial admin panel under the campaign's disposition settings.

If call recording is enabled for both the user account and the campaign, the call that went to the External Extension is recorded the same way as any in-office call. The recording is attached to the same call record the disposition updates, so it becomes accessible through the standard VICIdial recording tools after the agent submits. No separate recording step is needed on the agent side.

To understand the full login and status-flip process that happens before calls arrive, see how to log in and go ACTIVE on vdremote.php. The complete remote-agent setup guide is at the remote agents and mobile guide. If you want a fully managed VICIdial server provisioned in under 40 seconds, take a look at our managed VICIdial plans.