How to Read the VICIdial Inbound DID Report

If callers are reaching your dialer over more than one phone number, you eventually want to know which number is doing the work. The Inbound DID Report answers that. A DID (direct inward dialing) is one of the inbound phone numbers pointed at your VICIdial server, and this report breaks down the calls that came in on each one over a date range you pick.

What the report counts

The top section is a per-DID breakdown of how many calls arrived during the selected period. Each row is a single inbound number, and the CALLS column is the headline figure: the total calls that DID received in your window.

Alongside the count you get a CURRENT ROUTE column. This shows where the number is pointed right now when a call lands on it. A DID can be sent to an Ingroup, to a specific Agent, or into a Call menu that plays options before connecting. Remember it reflects today's routing, not necessarily where calls went during the historical period.

Outcome columns

Next to CALLS you will see LOST, TRANSFERS, and ROUTED. In short, ROUTED is calls that reached an in-group, agent, or call menu and left a matching log record; TRANSFERS is calls sent on to a phone, voicemail, or extension; and LOST is calls that were supposed to be routed but left no record, which usually means the caller hung up first.

These three are easy to confuse, so we pulled them into their own walkthrough: the lost, routed, and transfers columns explained. For now, just read them as three separate buckets that should roughly add up to the total CALLS for the DID.

The day-by-day and 15-minute views

Below the per-DID table, a second section gives a day-by-day breakdown of total calls across the DIDs you selected. This is where you spot a slow Tuesday or a spike after a marketing push. The last section is a 15-minute increment ASCII graph showing when calls arrived during the day, so you can see whether your traffic clusters in the late morning or after lunch.

That hourly shape is gold for staffing. If most calls hit between 10am and 1pm, that is where you want bodies in seats. Pair it with a Real-time report on a busy day to confirm the live picture matches the history.

How a call reaches a DID row

flowchart TD
  A[Caller dials your number] --> B[DID receives the call]
  B --> C{Current route}
  C -->|In-group| D[Queue and agent]
  C -->|Call menu| E[Caller picks an option]
  C -->|Phone or voicemail| F[Transfer]
  D --> G[Counted on Inbound DID Report]
  E --> G
  F --> G

Every call that touches one of your numbers ends up as a tally on this report, which is why it is the natural starting point before you drill into in-group detail. For a wider view of inbound stats, start with the VICIdial reports guide, then compare against the Inbound Report broken out by DID.

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