ingroup
32 posts.
What 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 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 postReading live call-status counts with call_status_stats
Get per-campaign and per-ingroup call counts with hourly and status breakdowns from the call_status_stats API — fields, filters, and output format.
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 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 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 apply QC settings to a list or ingroup
Lists and inbound groups carry their own QC statuses and scorecards — here is where those settings live and why you would use them.
Read postHow VICIdial picks QC settings when they conflict
When a call qualifies for QC under more than one level, VICIdial follows a fixed order — ingroup beats list beats campaign.
Read postWhat the VERM ACD Attempts report shows
The VERM ACD Attempts report breaks calls to and from agents down by campaign, ingroup, and queue, with lost and taken counts and ring-time stats.
Read postCamp script vs in-script: which VICIdial script wins on a call
VICIdial stores two script references on every call — camp_script from the campaign and in_script from the in-group. Understanding which one the agent sees prevents blank SCRIPT tabs and confused agents.
Read postHow to give agents multiple script tabs on one call
VICIdial can display more than one SCRIPT tab when both a campaign script and an in-group script apply to the same call. Here is when that happens and how to control it.
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 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 postFix: "ingroup is not valid" when transferring to a closer queue
The ingroup is not valid error means the in-group you passed to a transfer is not a single active queue. Here is how to find and fix the bad value.
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 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 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 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 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 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 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 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.
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