call-routing
12 posts.
How to set the External Extension on a Remote Agent
Step-by-step instructions for setting the External Extension field on a VICIdial remote agent, including how to find the right number and test it before going live.
Read postWhat the Status (ACTIVE / INACTIVE) field on a Remote Agent does
The Status field on a VICIdial remote agent is the on/off switch that controls whether the dialer sends calls to it. Here is exactly what each value means.
Read postWhat the Rank field on an Extension Group entry does
The Rank field on a VICIdial Extension Group entry sets the order in which the system tries each dialplan extension. Here is what that means in practice.
Read postWhat DID Remote Agent Extension Overrides are
DID Remote Agent Extension Overrides let you change which extension handles inbound calls for specific DIDs routed through Remote Agents and in-groups.
Read postHow to modify a Remote Agent record
A walkthrough of every field on the Modify Remote Agent screen — what each one does and what to watch out for when saving changes.
Read postWhat the On-Hook Ring Time setting on a Remote Agent does
On-Hook Ring Time sets how long VICIdial waits for a remote agent to answer before trying another agent — and why you should set it below voicemail threshold.
Read postHow to create a VICIdial Extension Group
Extension Groups let you distribute calls to a Remote Agent across multiple dialplan extensions. Here is how to create one step by step.
Read postWhat VICIdial Extension Groups are
VICIdial Extension Groups let you distribute calls going to a Remote Agent across several dialplan extensions in a defined rank order.
Read postWhy a Remote Agent takes up to a minute to deactivate
You set a VICIdial remote agent to INACTIVE but calls keep coming for another minute. This is normal — here is why it happens and what to expect.
Read postHow to route inbound calls to a Remote Agent
Routing inbound calls to a VICIdial Remote Agent takes three pieces: a CLOSER campaign, one or more in-groups, and a DID that points to those in-groups.
Read postWhat the Campaign field on a Remote Agent does
The Campaign field on a Remote Agent record controls which campaign the agent logs into — and for inbound, only a CLOSER campaign type will work.
Read postWhat the On-Hook Agent setting on a Remote Agent does
On-Hook Agent makes VICIdial call the remote agent first before bridging the customer — preventing callers from being sent straight to voicemail.
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