How to modify a VICIdial status

Sometimes a Status (lead status) already exists but its behavior is wrong: it does not show up for agents, it miscounts a sale, or its label is confusing. Modifying a system status fixes that, but because these codes are system-wide, one edit touches every campaign and in-group at once. You make the change in the SYSTEM STATUSES sub-section of Admin, the same place you add or delete statuses.

What you can change

You can edit the description, which must stay between 2 and 30 characters, and you can flip any of the behavior flags. Set Agent Selectable to Y or N to control whether the status appears on the agent screen as a Disposition. Toggle human_answered to change whether the call counts as human-answered in the drop percentage and abandon rate calculation. Adjust the Sale flag so the status is or is not included in total sales, and change DNC to control whether leads with that code feed your do-not-call totals. You can also turn Callback to Y so that picking the status pops a calendar prompting the agent for a date and time, or set a Category to group the status with others for statistical analysis. The one thing to treat carefully is the status code itself, since other parts of the system reference it.

Because these flags reach into so many reports, it is worth reviewing the agent screen configuration guide before a bulk edit so you know what each toggle affects.

How a single edit spreads

flowchart TD
  A[Edit status in System Statuses] --> B{Which flag changed}
  B -->|Agent Selectable| C[Agent screen buttons change]
  B -->|human_answered| D[Drop and abandon rate shift]
  B -->|Sale| E[Total sales recount]
  B -->|DNC| F[DNC totals change]
  C --> G[Applies to every campaign]
  D --> G
  E --> G
  F --> G

The diagram makes the ripple obvious: whichever flag you change, the effect lands on every campaign and in-group that uses the status. That is powerful when you want a consistent definition and risky when you forget how widely the code is already in use.

Editing the softer flags

Not every change is about sales and drops. You might modify a status to tweak how it classifies leads for follow-up. Setting Callback to Y turns any status into a callback type, popping a calendar that prompts the agent for the callback date and time, which is handy when a code that used to be a dead end should now schedule a retry. You can also adjust Not Interested, which marks a lead that should not be called again without adding it to a DNC list, or Unworkable, which flags a lead as not viable regardless of whether the customer was interested. The Completed flag is its own thing: it says the lead is done and needs no further calls, but does not fall under DNC, Not Interested, or Unworkable, and it feeds several reports. Changing any of these reshapes how that code behaves for lead recycling, so adjust one flag at a time and confirm the result.

A safe way to do it

Before you save, note the current flag values so you can revert if a report suddenly looks off. If you are unsure whether changing a shared default is wise, the safer move is often to add a new status instead, which our guide to deleting a VICIdial script echoes for assets you want to retire cleanly rather than overwrite. After saving, watch your drop rate and sales count for a day, since those numbers reveal a mis-set flag faster than anything else. A wrong human_answered value, for example, quietly skews your Abandonment rate without any error message.

Modifying statuses carefully keeps your reporting honest and your Agent session consistent. If you would rather not weigh every flag change yourself, see VICIfast pricing for managed VICIdial where the defaults are already tuned and reversible.