How to use a cell phone as your agent line

A cell phone works as a VICIdial Agent audio line through the same EXTERNAL phone entry mechanism as a home landline. You create a phone record with the agent's mobile number in the dialplan number field, set phone type and client protocol both to EXTERNAL, and the dialer handles the rest. When the agent logs into VICIdial, their cell phone rings. They answer it and they are live on the system — no VoIP app, no SIP configuration, and no dependency on the cellular carrier's data connection for audio.

Setting up the phone record for a mobile number

Go to Admin, then Phones, then ADD A NEW PHONE. The key fields for a mobile setup are:

• Phone extension: a label that identifies this as an external entry, such as E8001. This is what the agent types at the login screen.
• Dialplan number: the agent's cell number as dialed from your phone system. For a US mobile at 727-555-1234 with a 9 outside-line prefix, enter 917275551234. The number goes into the Dialplan exactly as you would press digits on a phone on your system.
• Phone type: external.
• Client protocol: EXTERNAL.
• Phone IP and Computer IP: leave both blank.
• Server IP: the IP address of your VICIdial server.
• Outbound callerid: the number displayed on the agent's phone when the dialer calls them. Use a number they recognize, or they may reject the call.
• Local GMT: the agent's current GMT offset. Mobile agents who travel or work across timezones need this kept accurate, and it does not auto-adjust for Daylight Saving Time.
• Status: ACTIVE. Active account: Y.

Cell-as-agent-line setup flow

flowchart TD
  A["Create EXTERNAL phone record"] --> B["Enter cell number as dialplan number"]
  B --> C["Set phone type external"]
  C --> D["Set client protocol EXTERNAL"]
  D --> E["Set status ACTIVE"]
  E --> F["Agent opens browser and logs in"]
  F --> G["VICIdial dials cell number via trunk"]
  G --> H["Agent answers cell phone"]
  H --> I["Audio bridged — calls delivered to cell"]

What the agent experiences during a session

The agent opens the VICIdial agent interface in any browser. They can use a laptop, a tablet, or even a second device while their primary cell phone serves as the audio line. They enter their extension and password. Within a few seconds their cell phone rings. They answer and the browser interface becomes active, showing them in an Agent session. Customer calls arrive over the cell audio channel while all the call controls, scripting, and disposition options remain in the browser.

Practical considerations for mobile audio lines

Cell calls introduce latency and the audio quality depends on the agent's signal. For Blended dialing work that mixes inbound and outbound calls, poor cell coverage will affect every call. For lower-volume Ingroup queues where occasional audio degradation is acceptable, using a cell as the agent line is a quick way to add capacity without purchasing hardware or configuring SIP clients. Test the specific location and carrier before committing an agent to a cell-only setup during high-volume production hours.

For more detail on building the dialplan number correctly for a cell number, see how to set the dialplan number for an external-phone agent. The full remote agents guide explains how this pattern fits the broader remote-agent setup. If you want a managed VICIdial server up in under 40 seconds, our managed plans have you covered.