inbound
199 posts.
How to migrate from Genesys to VICIdial
Genesys Cloud and PureConnect are powerful enterprise platforms, but licensing costs are steep and IVR flows are tightly coupled to the platform. This guide explains how to plan a migration to VICIdial without losing your routing logic.
Read postPorting your phone numbers when you move to VICIdial
Number porting when switching to VICIdial involves an LOA, your losing carrier, and a timeline measured in days not hours. Here is how to plan the port and avoid call center downtime.
Read postHow to Bulk-Copy DIDs From One DID's Settings in VICIdial
Use DID Bulk Copy to clone one configured DID's settings onto a pasted list of new inbound numbers in seconds, with a built-in duplicate check.
Read postWhat 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 Bulk-Delete DIDs in VICIdial (and Why You Can't Delete -default-)
DID Bulk Delete removes inbound numbers in one pass, but the -default- DID is protected because deleting it breaks inbound call handling.
Read postHow to set up Preserve-Place-In-Line on an In-Group
A short setup checklist for VICIdial's Preserve-Place-In-Line: the campaign flag, the in-group trigger, and the callback settings to review before you go live.
Read postWhat Preserve-Place-In-Line does for inbound callers
Preserve-Place-In-Line lets an inbound caller hang up and keep their spot, then get called back when they reach the front. Here is how it works.
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 postChanging a DID's routing with update_did
Edit an inbound DID's description, routing target, recording flag, and more from a single API call with update_did.
Read postCloning a DID with copy_did
Duplicate an existing inbound DID's routing onto one or more new numbers in a single API call with copy_did.
Read postHow to create an inbound DID with the add_did API
Create an inbound DID and route it to an in-group, extension or call menu over HTTP with the VICIdial add_did API function.
Read postWhat Queue Groups do in reports
Queue Groups bundle several campaigns and inbound groups under one ID so reports can show combined stats for a whole team or product line.
Read postHow to troubleshoot a Remote Agent that isn't getting calls
A Remote Agent set up correctly but receiving no calls usually fails one of four checks. Walk them in order to find the gap.
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 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 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 postHow to set up an RA Extensions override for a DID
VICIdial's RA Extensions page lets you override the extension used for Remote Agent calls on a specific DID, including round-robin across multiple entries.
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 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 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.
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 postWhat the Inbound Groups setting on a Remote Agent does
The Inbound Groups field on a Remote Agent selects which in-group call queues route calls to that agent — required whenever the Campaign is set to CLOSER.
Read postHow to round-robin calls to Remote Agents
VICIdial can round-robin inbound calls across several dialplan extensions for a Remote Agent using an Extension Group. Here is the full setup.
Read postWhat the Email Reply-to Address controls
The Email Reply-to Address tells VICIdial which mailbox it is connecting to and sets the From line on agent replies. Here is what it does and what it doesn't.
Read postEmail Accounts vs Email Groups: what each one is for
An Email Account is the mailbox VICIdial logs into to fetch mail. An Email Group is the queue that decides which agent works each message. Here is how the two connect.
Read postWhat the Start Email URL field does
Start Email URL fires a silent web request every time an email is delivered to an agent, letting you notify an outside system without the agent ever seeing it.
Read postWhat Status Group Override does on an Email Group
Status Group Override swaps the campaign disposition set for a custom one when an agent works an email from a given email group, without touching System Statuses.
Read postEMAIL vs EMAILLOOKUP: how VICIdial matches incoming email to a lead
The In-Group Call Handle Method decides whether each new email becomes a fresh lead or gets matched to an existing one. EMAIL and EMAILLOOKUP explained.
Read postHow agents receive and reply to emails in VICIdial
An inbound email behaves a lot like a call. Here is exactly what an agent sees, why the record locks, and how they close it out and get the next one.
Read postHow to copy a VICIdial Email Group instead of rebuilding it
Use the Copy Email Group page to clone all of an existing email group's settings into a fresh in-group by entering a new ID, a new name, and the source group.
Read postHow to set up VICIdial inbound email with a Gmail account
A start-to-finish walkthrough for connecting a Gmail inbox to VICIdial so agents can handle email like calls, including the Gmail-specific settings that trip people up.
Read postHow to turn on email in System Settings before agents can use it
Email handling in VICIdial is off until you flip one global switch. Here is the System Settings change that has to happen first, and what it does and does not cover.
Read postHow to move emailed leads to another list by disposition
Use the Dispo Email URL with the dispo_move_list script to send emailed leads to a different list based on how the agent statused them, including splitting outcomes across many lists.
Read postHow to point an Email Account at the right Email Group
The In-Group ID field is the link between a mailbox and the queue that feeds your agents. Get it right and incoming email reaches the people staffing that group.
Read postHow to safely delete an Email Group in VICIdial
Deleting an email in-group is a two-step confirmation. Click the delete link, then click the second confirmation link that appears, so you never remove a group by accident.
Read postHow to connect an IMAP inbox to VICIdial
Connect an IMAP mailbox to VICIdial by setting the protocol to IMAP and filling the server, user, and password. Here is what IMAP needs and how it differs from POP3.
Read postWhat the Dispo Email URL field does
Dispo Email URL fires a silent web request when an agent dispositions an email, and it can pass the chosen disposition and the actual time spent working the message.
Read postHow to connect a POP3 inbox to VICIdial
A step-by-step walkthrough for pointing VICIdial at a POP3 mailbox so incoming email lands in front of your agents like a call.
Read postWhat the Default List ID does for incoming emails
When an inbound email has no matching record, VICIdial creates a new one. The Default List ID is the list that new record lands in.
Read postWhat the Email Frequency Check Rate does and why 10 minutes
The Frequency Check Rate sets how often VICIdial logs into your mailbox. Five minutes is the floor, but ten is safer, and with Gmail it is a hard requirement.
Read postWhat the Un-handled Emails count tells you
The Un-handled Emails number on an email account shows how many messages are sitting in the outside mailbox waiting to be pulled in. It is a quick health check for your inbound email.
Read postHow to add an inbound Email Account in VICIdial
Walk through the core fields for a new inbound Email Account in VICIdial: ID, name, active, type INBOUND, protocol, server, login, check rate, and the In-Group it feeds.
Read postWhen to use EMAILLOOKUPRC and EMAILLOOKUPRL for email matching
Two narrower email-matching modes that limit the search to one campaign or one list, so an incoming email attaches to the right record instead of any match anywhere.
Read postWhat the "E" keepalive and inbound email parser do
Two server-side pieces make VICIdial email actually move: an "E" keepalive on one server and the inbound email parser running every minute. Here is what each one is for.
Read postWhat the QC settings on an Email Group do
The QC fields on an email group turn on quality control review, choose which statuses get checked, and set the web form, script, and shift a QC agent uses.
Read postWhat the POP3 Auth Mode setting does (APOP, CRAM-MD5, PASS)
Auth Mode controls how VICIdial proves who it is to a POP3 mail server. Here is what BEST, APOP, CRAM-MD5, and PASS each mean and when to override the default.
Read postHow to add an inbound Email Group in VICIdial
A step-by-step walk through adding a new inbound Email Group so your agents can handle email the same way they handle calls.
Read postWhat the Active field on an Email Group controls
The Active field is the on/off switch for a VICIdial Email Group — here is what Y and N actually do to inbound mail routing.
Read postVICIdial inbound email and chat, explained
How VICIdial turns inbound emails and website chats into work that pulls the lead, locks the agent, and routes like any other call.
Read postWhat Email Group Rank, Grade, and Email Count mean
Rank, grade, and email count are the three per-agent numbers that decide who gets the next email on an inbound email group, and they each work differently.
Read postHow Next Agent Email decides who gets the next email
The Next Agent Email setting on an email group picks which available agent gets the next inbound email, with about a dozen ordering methods to choose from.
Read postHow to modify an existing VICIdial Email Group
Which fields on a VICIdial Email Group you can change after creation, which one is locked forever, and how to edit them safely.
Read postWhat the Email Group ID and Group Name do
The Group ID and Group Name are two of the three required fields on a VICIdial Email Group — here is exactly what each one controls.
Read postHow to read the Agent Inbound Status Summary Report
This inbound-only report tallies the statuses each agent picked and adds a percentage next to every one, so you can compare habits.
Read postWhat a good answer rate looks like and how VICIdial measures it
Your answer rate is the share of inbound calls an agent actually picked up. Here is the formula, an honest benchmark, and where VICIdial surfaces it.
Read postWhat a good abandonment rate looks like and how it is measured
Abandonment rate is the share of inbound callers who hang up before an agent answers. Here is the formula and the exact VICIdial column that surfaces it.
Read postWhat service level (SLA) means and how VICIdial reports it
Service level is the share of inbound calls answered inside a target wait time. Here is how VICIdial reports it and what a good SLA looks like.
Read postWhat average speed of answer is and how to read it
Average speed of answer is how long inbound callers wait before an agent picks up. Here is the formula and the VICIdial column that holds it.
Read postHow to read the Inbound Chat Report
The Inbound Chat Report summarizes chats handled, average handle time, and queue time for one or more chat groups over a date range.
Read postHow to read the Inbound Email Report
The Inbound Email Report summarizes how many emails your groups handled, how long they took, and how quickly agents answered them.
Read postHow to Read the VICIdial Inbound DID Report
A plain-English walk through the Inbound DID Report: per-DID call counts, the current route for each number, and the day-by-day and 15-minute activity views.
Read postLost, Routed, and Transfers on the Inbound DID Report
The LOST, ROUTED, and TRANSFERS columns on the VICIdial Inbound DID Report each count a different fate for a call. Here is exactly what each one means and why they differ.
Read postHow to Read the VICIdial Inbound Report
A plain-English walkthrough of every section of the VICIdial Inbound Report, from queue time to agent and in-group performance.
Read postHow to Read the VICIdial Inbound Summary Hourly Report
The VICIdial Inbound Summary Hourly Report breaks call volume and outcomes down by the hour so you can spot peak periods and staff for them.
Read postHow to Read the Inbound Forecasting Report in VICIdial
The Inbound Forecasting Report projects your hourly call volume and tells you how many agents you need to hit a target drop rate. Here is how to read every column.
Read postHow to Read the VICIdial Agent DID Report
The Agent DID Report shows which agents handled calls from which inbound numbers. Here is how to read the per-agent, per-DID breakdown and what it tells you.
Read postHow to Read the VICIdial Inbound IVR / Callmenu Report
The Inbound IVR / Callmenu Report shows the paths callers took through your call menus and where they ended up. Here is how to read each path, drop count, and timing column.
Read postWhat Is Grade of Service (GoS) in VICIdial?
Grade of Service is the probability a call is dropped before an agent answers. Learn what GoS means in VICIdial and how it drives your staffing.
Read postHow to Find How Many Agents You Need in VICIdial
Use VICIdial's forecasting report to size your agent pool for a target service level. Here is the step-by-step from call history to a staffing plan.
Read postHow to Read the VICIdial Inbound Report by DID
The Inbound Report by DID broken down per inbound number: what calls, drops, IVR transfers, and agent stats tell you about each DID.
Read postWhat Is Queue Time on VICIdial Inbound Calls?
Queue time and hold time on VICIdial inbound calls: what they measure, why they matter, and exactly where they appear in the Inbound Report.
Read postCalls Offered vs Answered vs Abandoned in VICIdial
The three core inbound counts in VICIdial defined plainly, how they relate, and how abandon rate is calculated from them.
Read postHow to Read the VICIdial Inbound DID Summary Report
The Inbound DID Summary Report rolls each phone number up into call counts, total minutes, and its current route. Here is how to read the per-DID summary view.
Read postHow to Read the Inbound Service Level Report in VICIdial
Learn how the VICIdial Inbound/Closer Service Level Report shows the X-second answer threshold, percent answered within target, and hold-time breakdowns.
Read postWhat Is an Erlang? VICIdial Forecasting Explained Simply
An Erlang is a unit of telephone traffic equal to one line busy for one hour. Here is a plain-English definition with a simple call-center example.
Read postHow to Read the Advanced Forecasting Report in VICIdial
The Advanced Forecasting Report adds Erlang C wait-time math and cost and revenue analysis on top of the basic version. Here is what is different.
Read postHow to Read the VICIdial Inbound Daily Report
The VICIdial Inbound Daily Report shows day-by-day inbound totals next to week, month, and quarter figures so trends are easy to read.
Read postErlang B vs Erlang C in VICIdial Forecasting
Erlang B clears blocked calls, Erlang C queues them. Learn the difference and when each model fits an inbound or outbound VICIdial dialer.
Read postHow to read the VERM IVR Stats report
The VERM IVR Stats report shows the prompt paths your inbound calls followed and how many reached a queue versus hung up. Here is how to read every column.
Read postHow to read the VERM Area Code report
The VERM Area Code report breaks answered and unanswered calls down by area code, with a tunable digit-length parameter. Here is how to read and configure it.
Read postWhat ACTIVE, INACTIVE, and EXPIRED holiday status mean
VICIdial gives each Call Time Holiday one of three statuses — ACTIVE, INACTIVE, or EXPIRED — and only one of them actually triggers After Hours routing on the holiday date. Understanding the difference prevents costly misconfigurations.
Read postHow to assign a script to a VICIdial inbound in-group
Inbound calls routed through a VICIdial in-group can display their own dedicated script to agents. This guide covers the In-Group Script field and why it matters for inbound operations.
Read postHow to add a Call Time Holiday in VICIdial
Adding a Call Time Holiday in VICIdial takes a few minutes but requires careful attention to status and the inbound method. This step-by-step guide covers every field and the two-step process to attach the holiday to a Call Time.
Read postWhat Call Time Holidays are and when to use them
Call Time Holidays are one-day (or partial-day) rules attached to a Call Time definition that reroute inbound calls to an After Hours option during a named holiday. This post explains the feature, its fields, and when it makes sense to use it.
Read postWhat a Call Time definition is in VICIdial
A Call Time definition sets the days and hours VICIdial is allowed to dial outbound leads or accept inbound calls, based on the customer's local time zone. This post explains every field and the core logic behind the feature.
Read postHow to record calls per DID instead of per campaign
VICIdial lets you override campaign recording on a per-DID basis using the Record Call field, so specific inbound numbers get their own recording rules.
Read postHow to turn on recording for an inbound group
VICIdial's In-Group Recording Override field lets you set a recording mode per inbound group, independent of the campaign default.
Read postHow to mute DTMF on inbound group recordings too
Campaign DTMF muting does not cover inbound groups automatically. You must enable the muting setting on each in-group separately for it to take effect.
Read postSetting up an inbound trunk from your carrier
Use context=trunkinbound on the carrier account entry so calls your carrier sends to your IP land in VICIdial's DID handling and reach an in-group.
Read postBuying DIDs from your carrier for inbound
How to buy or port DIDs from your carrier, choose local or toll-free numbers, and point each purchased DID at your trunk and an in-group.
Read postPointing a carrier DID at a VICIdial in-group
Map a carrier DID to a VICIdial in-group under Admin then Inbound then DIDs, where the DID's route decides where each inbound call lands.
Read postLocal DIDs vs toll-free numbers for inbound
When to use local DIDs versus toll-free numbers for inbound VICIdial campaigns, and how the cost and answer-rate tradeoffs differ.
Read postInbound Script Override: A Different Agent Script per List
Set a per-list Inbound Script Override so agents see the right script for inbound calls based on which list the lead came from.
Read postRun Now Trigger: Running a VICIdial Drop List on Demand
A Drop List rebuilds new leads from abandoned inbound calls on a schedule. Here is how the Run Now Trigger lets you test it without waiting.
Read postDrop Statuses: choosing which leads a Drop List gathers
The Drop Statuses and Inbound Groups fields decide exactly which dropped calls become leads. Here is how to scope them tightly.
Read postHow to create a VICIdial Drop List
Step through enabling Drop Lists, naming the entry, picking inbound groups and drop statuses, and pointing it at a target list.
Read postWhat a VICIdial Drop List is
A Drop List captures dropped inbound calls into a regular list on a schedule, so abandoned callers become leads you can dial back.
Read postService level: percent of calls answered within X seconds
How VICIdial calculates the share of inbound calls answered within a chosen number of seconds on hold.
Read postSending a DID straight to voicemail
How to point a VICIdial DID at a voicemail box so calls go to recorded messages instead of agents.
Read postDTMF logging in a call menu
How to record which keypad option a caller pressed in a VICIdial call menu and store it on the lead.
Read postHold Recall Transfer In-Group explained
How the Hold Recall Transfer In-Group setting auto-redirects a repeat caller to a different queue.
Read postAnswer Signal: when an inbound call is marked answered
The Answer Signal setting decides when VICIdial tells the carrier a call is answered, which affects billing and audio.
Read postOn-Hook CID: handling calls with no agent on the line
What the On-Hook CID setting shows on an agent phone when an inbound call rings, and which option to pick.
Read postExtension Append CID explained
This in-group setting tacks the agent's extension onto the caller ID name, which helps with on-hook phones and logging.
Read postUniqueid Status Display explained
This in-group option shows the call's unique ID on the agent screen, which makes tracing a specific call far easier.
Read postNo Delay Call Route explained
This in-group setting strips wait times and prompts so callers reach an agent as fast as possible. Here is when to use it.
Read postPointing multiple DIDs at one in-group
Several phone numbers can all feed the same queue. Here is how to route many DIDs into one in-group cleanly.
Read postIn-group vs campaign: what's the difference
In-groups handle calls coming in. Campaigns make calls going out. Here is the plain difference and how they work together.
Read postIVR keypress does nothing: debugging call-menu options
A caller presses a number in your phone menu and nothing happens. Here is how to find which call-menu setting is eating the keypress.
Read postDID isn't routing calls: first things to check
When a VICIdial DID receives a call but sends it nowhere useful, start with these settings.
Read postCallers stuck on hold forever: common causes
Why VICIdial callers can sit on hold even when agents are free, and the in-group settings behind it.
Read postInbound calls not reaching agents: what to check
A short checklist for when VICIdial inbound calls arrive but never get handed to a logged-in agent.
Read postBlocking specific callers with a Filter Phone Group
Use a VICIdial Filter Phone Group to recognize unwanted caller IDs and send them somewhere other than your agents.
Read postRouting VIP callers with a Filter Phone Group
Send known good numbers straight to a priority queue or a named agent using a VICIdial Filter Phone Group.
Read postAdding and removing numbers in a Filter Phone Group
How to load and clear phone numbers in a VICIdial Filter Phone Group, and the small rules that trip people up.
Read postHow to create a Filter Phone Group
Step-by-step setup for a new Filter Phone Group, plus how to add the numbers and wire it to a DID.
Read postWhat a Filter Phone Group is
A simple list of phone numbers that lets VICIdial route certain callers differently based on who is calling.
Read postTrack Calls in Real-Time: monitoring IVR usage
See how callers move through your phone menu live, and turn on the logging that tells you which options they actually press.
Read postRouting a call menu option to an in-group
Set up a menu option so a keypress drops the caller into the right inbound queue, with all the routing fields that matter.
Read postHow to add a call menu to an inbound DID
Send callers on your main number to a recorded menu so they can pick sales, support, or another route themselves.
Read post"If you know your party's extension": AGENTDIRECT dialing
Let callers reach a specific agent by typing their ID, with a fallback to voicemail when the agent is busy.
Read postHow to build a multi-level IVR with nested menus
Chain phone menus into a layered IVR so callers can drill from a main menu into focused sub-menus.
Read postMenu Time Check: time-based IVR routing
Restrict a phone menu to set hours so callers get the right path during the day and after hours.
Read postMenu options: mapping a keypress to a destination
How each key on your phone menu is mapped to a destination like a queue, another menu, or a hangup.
Read postMenu Repeat: replaying the menu
Control how many times your phone menu replays when a caller does not make a valid choice.
Read postMenu Invalid Prompt: handling a wrong keypress
What plays when a caller presses a key your phone menu does not recognize, and how to guide them back.
Read postMenu Timeout and Timeout Prompt explained
How long a phone menu waits for a key press, and what plays when the caller stays silent.
Read postMenu Prompt: the greeting your IVR plays
What the Menu Prompt field controls in a VICIdial call menu, how to chain prompts, and the NOINT and NOPLAY flags worth knowing.
Read postHow to copy a call menu
Clone an existing VICIdial call menu in one step, then change only the options that differ, instead of rebuilding the IVR from scratch.
Read postHow to add a call menu
Step-by-step setup for a new VICIdial call menu: naming rules for the Menu ID, the greeting prompt, and wiring keypresses to destinations.
Read postWhat a call menu (IVR) is in VICIdial
A plain explanation of VICIdial call menus: the press-1-for-sales IVR that greets callers and routes them where they need to go.
Read postDID Extension Context explained
What the Extension and Extension Context fields do on a VICIdial DID, when you need them, and the one setting that trips up voicemail routing.
Read postDID Traffic Report explained
What the DID Traffic Report shows, how it breaks calls into 15-minute slots, and how to read its hold, call, and drop totals.
Read postDID custom fields (Custom 1-5)
Five free-form fields on every DID for tagging numbers, owner matching, and feeding your own reports.
Read postRouting one DID differently by caller ID
Send some callers on a number to a different destination by matching their caller ID against a group, a list, or a URL.
Read postPre-Filter Recent Call: deduping repeat inbound callers
Catch callers who already reached you recently and route them somewhere other than the back of the queue.
Read postClean CID Number and Alter CID Name on a DID
Trim incoming caller ID digits and rewrite the caller ID name on a per-number basis before routing.
Read postRecord Call on a DID: recording inbound by number
Turn on call recording for a specific inbound number, and learn what the full and queue-stop options actually do.
Read postHow to point a DID at a call menu
Send a single inbound number into a recorded press-one menu so callers route themselves to the right queue.
Read postHow to point a DID at a specific agent
Send an inbound number straight to one logged-in agent with a VICIdial DID set to the AGENT route.
Read postHow to point a DID at an in-group
Route an inbound number to a shared agent queue by pointing its VICIdial DID at an in-group.
Read postDID Route options: in-group, call menu, agent, or voicemail
A clear rundown of the DID Route choices in VICIdial so you know where each one sends an inbound call.
Read postHow to copy a DID
Copy an existing VICIdial DID to reuse all its routing settings on a new number without rebuilding them by hand.
Read postHow to add a DID in VICIdial
A step-by-step walk through adding a new DID in VICIdial so an inbound number reaches your agents.
Read postWhat a DID is in VICIdial
A plain explanation of what a DID is in VICIdial, what it controls, and why every inbound call starts with one.
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 postCallback Queue Expire Hours: how long a callback waits
A callback that sits in the queue for days helps nobody. Callback Queue Expire Hours sets a shelf life: after that many hours, an undialed callback is quietly dropped. Here is what the setting does and how to choose a value.
Read postCID Callback Number Validation explained
When a caller asks for a callback, the number they called from is not always the number they want to be reached on. CID Callback Number Validation reads it back, checks it, and lets the caller correct it before you commit.
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 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.
Read postInbound Queue No Dial: pausing outbound when the queue fills
Inbound Queue No Dial pauses outbound dialing whenever inbound callers are waiting in your allowed in-groups. It is a simple safety valve that keeps a blended campaign from drowning real customers. Here is how to set it.
Read postQueue Priority: which calls reach agents first
When outbound and inbound calls are both waiting, Queue Priority decides who gets to your agents first. A higher number wins. Here is how the defaults work and when to change them.
Read postHow to set up a blended VICIdial campaign
A blended campaign lets the same agents take inbound calls and dial outbound from one seat. Here is how to turn outbound dialing on for an inbound-enabled campaign without overwhelming your queue.
Read postBlended inbound/outbound dialing explained
Blended dialing keeps agents busy by mixing outbound calls with inbound ones: dial out when it is quiet, queue the inbound call when one arrives, then route it the moment an agent is free. Here is how the pieces fit.
Read postAllow Inbound and Blended: turning a campaign blended
Allow Inbound and Blended is the campaign switch that lets your outbound agents also take incoming calls. Flip it to Y and an Allowed In-Groups list appears so you can choose exactly which inbound queues they can pull from.
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