How to set up a fronter-to-closer workflow in VICIdial

Building a Fronter to Closer flow in VICIdial is mostly about wiring three things together: a campaign for the closers, an Ingroup that carries the transferred calls, and the transfer action the fronter clicks. Do them in order and the handoff just works.

Step 1: Create the in-group

Make an inbound group that the transferred calls will pass through. This is the queue your closers will sign in to. Give it a clear name so it is easy to pick from the transfer menu later.

Step 2: Set up the closer campaign

Closers log into a campaign too. On that campaign, the Allowed Inbound Groups setting is where you choose which inbound groups the closers can take calls from. This field is for CLOSER campaigns and matters for blended inbound and outbound campaigns, so select the in-group you made in step 1.

Keep in mind that calls coming into the inbound groups you select here are counted as active calls for a Blended dialing campaign even when not every agent is logged in to all of those groups.

Step 3: Set the fronter's default transfer group

On the fronter campaign, set the Default Transfer Group field. This is the in-group automatically selected when the fronter opens the transfer-conference frame, so point it at your closer queue. Now the fronter does not have to hunt for the right group on every call.

If you script transfers through the API, the reserved DEFAULTINGROUP value picks that same default automatically based on the call's origin.

Step 4: Hand off with Local Closer

With the plumbing done, the fronter sends each live call using the Local Closer option, which routes the customer to another VICIdial agent through the in-group. Optionally the fronter rides along as a Three-way call for a quick introduction before leaving the call.

flowchart TD
  A[Create in-group] --> B[Closer campaign Allowed Inbound Groups]
  B --> C[Fronter campaign Default Transfer Group]
  C --> D[Fronter clicks Local Closer]
  D --> E[Call routes through in-group]
  E --> F[Closer signed into the group answers]
  F --> G[Closer dispositions the sale]

Test the whole chain with two logins before going live. Have a test fronter dial, transfer, and confirm a test closer receives the call and can set a Disposition that lands in your reports.

Common things that break the chain

If transfers vanish, the usual culprit is the closer campaign not allowing the in-group you transfer into. The closers must have that group selected in Allowed Inbound Groups, and they must actually be logged in and ready. A Warm transfer that finds no available closer just sits, so confirm someone is signed into the queue during your test.

The other frequent miss is the Allow Closers switch. The Allowed Transfer Groups option that controls which groups a fronter may transfer to only appears once Allow Closers is enabled on the fronter campaign, so flip that on before you expect the transfer menu to behave.

Where to go next

For the bigger picture on how transfers move between teams, read our transfers and closers guide. To go deeper on the closer side of this build, see closer campaign allowed inbound groups.

Once the flow runs, the Fronter-Closer report shows you how each Agent is performing. If you would rather have this configured for you on a managed dialer, check our pricing page.