in-group
49 posts.
What the Callback Queue Statuses (LIVE, SENT, EXPIRED, ORPHAN) Mean
A plain-English guide to the inbound callback queue lifecycle and what each record status tells an operator about a waiting caller.
Read postHow to Record an After-Hours Message by Phone
Dial 8168 from a VICIdial-attached phone, record your after-hours greeting, save it, and enter the filename in the In-Group's after-hours message field.
Read postVICIdial inbound call handling: the complete guide
A plain-English walkthrough of inbound calling in VICIdial: in-groups, hold music and place-in-line, in-queue callback, overflow and after-hours routing, no-agent handling, DIDs, call menus (IVR), filter phone groups, and what to check when calls go wrong.
Read postRing-all in-group: ringing every agent at once
Sometimes you want a call to ring every agent's phone at once and let the fastest hand win, like a small office line. VICIdial calls this ring-all. Here is how to set it up, the two places you flip the switch, and why it is only for light volume.
Read postHow to create an inbound group and start taking calls
From zero to answering live inbound calls in VICIdial takes four moving parts: an in-group, a DID, a campaign that allows the group, and an agent who logs in and selects it. Here is the whole path in plain order.
Read postFinding which DIDs feed an in-group
Before you change or delete an in-group, you need to know which phone numbers point at it. VICIdial has a built-in list right on the in-group screen. Here is how to find it and why you should always check it first.
Read postLogged-In Agents Report for an in-group
When a queue starts dropping calls, the first question is always the same: is anyone actually logged in to answer them? There is a one-click report that tells you exactly who is staffing an in-group right now. Here is how to use it.
Read postReading the Inbound Group Report
There is a one-click report hiding at the bottom of every in-group screen that shows you exactly how that queue performed. Here is how to open the Inbound Group Report, what its numbers mean, and which ones actually tell you something.
Read postHow to set up an after-call survey
Want to hear what callers think right after they hang up with an agent? VICIdial can play a short survey question and record the keypress. Here is how to turn it on for one in-group, what each setting does, and where the answers land.
Read postAfter Call Survey: post-call IVR feedback
Want to know how a caller felt after they hang up with your agent? After Call Survey asks them to stay on the line, plays a question, and records their keypress answer. It is a simple post-call survey built into the in-group.
Read postPopulating lead fields from inbound caller ID
When an inbound call creates a lead, the record is mostly empty. A set of Populate Lead settings on the in-group can fill in the state, source, vendor code, and comments automatically from the caller ID and the DID. Here is what each one does.
Read postAdd Lead URL: creating leads from inbound calls
When a brand-new caller comes in, VICIdial can create a lead for them. Add Lead URL lets you tell an outside system the moment that happens, with the new lead's ID, phone, and the DID it arrived on. Here is how to set it up.
Read postIn-group URLs: firing webhooks on inbound call events
An in-group can ping a web address at key moments in a call: when it enters the queue, when it reaches an agent, when it gets dispositioned. These URL fields are how you push inbound activity into your own systems in real time.
Read postDial In-Group CID explained
When an agent dials out from an in-group manually, what number shows on the customer's phone? Dial In-Group CID lets you pin that to one number per group, overriding the campaign and the list. Here is when to use it.
Read postTransfer Talk Minimum: filtering quick transfers
Some agents pass callers along the second they pick up. Transfer Talk Minimum makes an agent talk to a customer for a set number of seconds before they can transfer to your in-group, so handoffs are real conversations, not hot-potato.
Read postDefault Transfer Group for an in-group
When an agent opens the transfer panel, one destination is already selected for them. The Default Transfer Group sets that pre-pick per in-group, so agents transfer to the right place by reflex.
Read postIn-Group Recording Override: forcing recording on inbound
An inbound group can ignore the campaign's recording setting and decide for itself: never record, let the agent choose, record everything, or record everything with no off switch.
Read postAreacode Filter: routing inbound calls by area code
The Areacode Filter lets an in-group keep or drop waiting callers based on the area code they are calling from. Useful when you only serve certain regions or want to weed out junk.
Read postDrop Exten, Drop Transfer Group, and Drop Call Menu explained
When a caller waits too long and VICIdial drops them out of the queue, where do they land? These three fields decide: a dialplan extension, another in-group, or a phone menu.
Read postDrop Call Seconds for inbound: when a queued call counts as dropped
Drop Call Seconds is the timer that decides how long a caller waits in your queue before VICIdial gives up and reroutes them. Set it well and you protect both the caller experience and your stats.
Read postSecond and third agent alerts: escalation when nobody answers
Some callers deserve a louder ding. VICIdial can play a different alert sound when a repeat caller comes through your in-group, so the agent knows this person has tried before.
Read postAgent Alert: ringing the agent on an inbound call
When an inbound call lands on an agent, a small sound tells them to look up and take it. The Agent Alert settings control that ding, how long it delays the call, and whether you want repeat-caller alerts too.
Read postMax Calls Method and Action: capping queue size
There is a point where adding one more caller to the queue just makes everyone's wait worse. The Max Calls settings let you cap how many calls an in-group will hold, and decide where the overflow goes.
Read postIn-Queue No Agents Check explained
A caller can get into the queue while an agent is logged in, then get stranded when that agent logs off. The In-Queue No Agents Check keeps watching the room and rescues callers who would otherwise wait forever.
Read postNo Agent No Queue Action: when nobody is logged in
If a caller dials in and not a single agent is logged in, parking them in an empty queue is cruel. The No Agent No Queue setting catches that case and routes them somewhere useful instead.
Read postClosing Time Now Trigger: closing the queue early
Sometimes you need to close before the clock says so: a snow day, an all-hands, a sudden short-staff. The Closing Time Now trigger empties the queue early and sends every waiting caller to your closing-time plan.
Read postClosing Time Action: handling calls at end of day
When your phones close for the day, some callers are still waiting in line. Closing Time Action decides what happens to them instead of leaving them stuck. Here is how it works and how to set it kindly.
Read postAfter Hours Action: routing calls outside business hours
When a call lands outside your business hours, it should not just ring forever. The After Hours Action setting decides what happens: a message, voicemail, another line, or a clean hangup. Here are your options.
Read postCall Time: setting an in-group's business hours
Every in-group answers calls on a schedule. The Call Time setting is where you tell VICIdial which hours count as open and which count as after hours. Here is how it works and why server time matters.
Read postHow to set up a virtual-queue callback
A virtual-queue callback lets a caller hang up, hold their spot, and get dialed back when it is their turn. This is the step-by-step to switch it on in VICIdial, from picking the trigger to recording the prompt.
Read postIn-queue callback: let callers keep their place and get called back
Long hold times push callers to hang up. In-queue callback lets a waiting caller hang up, keep their spot in line, and get an outbound call the moment they reach the front. Here is how it works in VICIdial.
Read postBuilding a 3-tier overflow ladder for a full queue
What happens when nobody is logged in, the queue is jammed, or it's after hours? VICIdial gives you separate fallbacks for each. Here's how to stack them into a clean overflow ladder so no call falls off a cliff.
Read postEstimated Hold Time Option: routing by predicted wait
Instead of waiting for a caller to wait too long, why not act on the forecast? VICIdial's Estimated Hold Time Option routes callers when the predicted wait is too high. Here is how it differs from the wait-time version.
Read postWait Time Option: rerouting callers who wait too long
Some callers will wait forever; most won't. VICIdial's Wait Time Option lets a caller press a key after a set wait to grab a callback, jump to a menu, or keep their place. Here is how to set it up.
Read postHow VICIdial calculates estimated hold time
Where does the "about three minutes" figure come from? VICIdial waits a few seconds into the queue, then predicts the wait. Here is what feeds that number and the one setting that controls timing.
Read postPlay Estimated Hold Time to waiting callers
Telling a caller "about two minutes" is kinder than silence. VICIdial's Play Estimated Hold Time reads waiting callers a predicted wait. Here is how to turn it on and tune when it speaks.
Read postPlay Place in Line: telling callers their queue position
Callers hate silence on hold. VICIdial can tell them "you are caller number 4" so they know the line is moving. Here is how Play Place in Line works and how to turn it on.
Read postOn Hold Prompts: messages while callers wait
An on-hold prompt plays a short recurring message to waiting callers, but it blocks them from reaching an agent while it plays. Here are the rules that keep it from quietly inflating your hold times.
Read postSetting music on hold for an in-group
Silence makes callers hang up; music keeps them on the line. Here is how VICIdial organizes hold music into contexts, how to point an in-group at one, and why music beats a looping prompt.
Read postWelcome Message: greeting inbound callers
A welcome message greets callers the moment they land in your queue. Setting it is one field, but it blocks the call from reaching an agent until it finishes. Here is how to use it without adding dead air.
Read postAgent Rank vs Grade vs Call Count: in-group routing methods
Rank, grade, and call count are three per-agent levers that change who gets the next inbound call. One favors your best, one weights toward them, one spreads work evenly. Here is how to choose.
Read postFronter Display: what the agent sees on an inbound call
Fronter Display puts the first agent's name in the Status field when a call is transferred, so the closer knows exactly who fronted it. Here is when to turn it on and what it changes.
Read postQueue Priority: ranking inbound calls against outbound
When one agent covers two inbound queues and both have callers waiting, Queue Priority decides who gets connected first. Here is how to set it without starving your quieter queues.
Read postAgent Search Method Override for in-groups
This in-group setting decides whether VICIdial looks for an answering agent across all your servers or just the one where the call landed. The wrong choice can quietly raise your dropped calls.
Read postNext Agent Call: how inbound picks which agent answers
When two agents are free, who gets the call? The Next Agent Call setting decides. Here are the options that actually matter day to day, in plain language, with the trade-offs.
Read postGroup Color: color-coding your in-groups
Group Color paints the agent screen when a call comes in, so people know at a glance which line it is. Small setting, big floor-level payoff. Here is how to set it without breaking VICIdial.
Read postActivating and deactivating an in-group
The Active flag decides whether agents can even see an in-group when they log in. Here is what flipping it does, what it does not do, and why your group might still show NA after you set it active.
Read postHow to add a new inbound in-group
Creating your first in-group takes about a minute, but two fields lock you in for good. Here is exactly what to type, what the rules are, and the one shortcut that copies an existing setup.
Read postWhat an inbound in-group is in VICIdial
An in-group is the bucket that connects incoming calls to your agents. If you want a phone number to ring people on the floor, you need one. Here is what it does and why it exists.
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