operations
139 posts.
Managed VICIdial vs self-hosting it yourself
Self-hosting VICIdial gives you maximum control at the cost of your own time. Managed hosting trades some control for speed and offloaded operations. Here is the honest breakdown.
Read postManaging the firewall on a cloud dialer
A VICIdial cloud server's firewall needs ongoing attention — carrier IP changes, agent network shifts, and OS upgrades can all silently break SIP or RTP.
Read postThe VICIdial keepalive scripts and crontab
VICIdial keeps its dialer alive with a set of AST Perl scripts run from cron every minute. Here is what each one does and how the crontab holds the dialer up.
Read postControlling Which Agents See a Custom Report in VICIdial
The Custom Reports Admin page adds your own links to the Reports page, and its User Group field decides exactly which agents and users can see each one.
Read postWhat the Speech Voice Lab Page Does in VICIdial
The Speech Voice Lab lets a native speaker broadcast their voice to every agent in a chosen campaign, so language-school students hear and repeat while teachers record or monitor.
Read postSending a Test Call With a Custom Caller ID in VICIdial
The Send a Call With Custom CID page fires a single outbound call from a chosen server using any caller ID you set, as long as your carrier allows it.
Read postUsing the Webphone Only Page in VICIdial
The Webphone Only page lets anyone with agent-interface access log in and use the built-in webphone on its own, without loading the full agent screen.
Read postWhen to reset only active lists on a campaign
Resetting only active lists on a VICIdial campaign lets you refresh your current dialing rotation without accidentally re-enabling archived or deactivated lists.
Read postHow to split one big list into smaller lists
Step-by-step guide to using VICIdial's List Split utility: pick a source list, set the target size, run the split, and verify the resulting sub-lists.
Read postWhat the Callbacks Bulk Move utility does
The VICIdial Callbacks Bulk Move utility moves callbacks matching selected criteria — by campaign, list, user group, or agent — to a new list and optionally a new status.
Read postHow to filter stale callbacks live and uncalled for over X days
The 'Live and uncalled for over X days' filter in Callbacks Bulk Move narrows your selection to pending callbacks past a chosen age — here is how it works and when to use it.
Read postWhen to use PURGE vs APPEND for an international DNC file
PURGE replaces a country's entire DNC table with the new file; APPEND adds distinct new numbers alongside existing records. This post covers when to choose each.
Read postHow to change agent callbacks to ANYONE callbacks in bulk
Converting USERONLY callbacks to ANYONE callbacks in VICIdial means any logged-in agent can handle them, not just the original agent who set them.
Read postWhat 'Purge uncalled records' does in Callbacks Bulk Move
The 'Purge uncalled records' option removes still-pending callbacks from the table before a bulk move — learn what it targets and how it differs from purging called records.
Read postHow to query leads in bulk by entry date and modify date
The Advanced Lead Management Tools page lets you filter leads by entry date, modify date, vendor code, source ID, owner, or country code before acting on the matched set in bulk.
Read postHow to switch agent-only callbacks to everyone callbacks in bulk
VICIdial's Switch Callbacks tool converts USERONLY scheduled callbacks to ANYONE callbacks across a date range so any available agent can take them.
Read postWhat the List Merge utility does in VICIdial
List Merge combines multiple VICIdial lists into a single destination list, consolidating lead records while leaving source list structure and history intact.
Read postWhat 'Purge called records' does in Callbacks Bulk Move
Learn what the Purge called records checkbox removes from the callbacks table, why it matters for cleanup, and when to use it with caution.
Read postHow to export and download scheduled callbacks in VICIdial
The Callbacks Export page lets you view and download a list of scheduled callbacks filtered by campaign and date, giving you a snapshot before any destructive bulk move.
Read postHow to move all callbacks from one agent to another in bulk
The Callbacks Transferral page in VICIdial reassigns every scheduled callback belonging to one agent to a different agent or list in a single operation.
Read postHow to start or cancel a queued international DNC file
After uploading a country DNC file in VICIdial, START FILE triggers processing and moves the file through PENDING to finished; CANCEL removes it from the queue entirely.
Read postHow to reset all lists on a campaign at once
The Reset Campaign Lists page resets every list on a chosen campaign in a single action, saving you from opening and resetting each list one by one.
Read postHow to upload and load a country DNC list in bulk
A step-by-step walkthrough of uploading a country DNC file in VICIdial: setting the country code, choosing PURGE or APPEND, selecting a file layout, and pressing START FILE.
Read postHow Transfer to List ID and New Status work when moving callbacks
When bulk-moving callbacks in VICIdial, Transfer to List ID sets the destination list and New Status optionally relabels the lead records — here is how they interact.
Read postHow DNC file layout formats tell VICIdial where to find numbers
The DNC file layout field tells VICIdial's processing script what format a suppression file uses and where to locate the phone numbers inside each row.
Read postWhat the International DNC Loader does in VICIdial
The International DNC Loader stores do-not-call numbers by country in the VICIdial database so the lead loader can scrub against them during import.
Read postHow to combine multiple lists into a single list
Step-by-step guide to using VICIdial's List Merge utility: select source lists, confirm the destination list ID, run the merge, and verify lead counts.
Read postHow to pass preset date constants to a custom report link
VICIdial Preset Constants let you attach a variable name and value to a custom report link so the report opens with specific parameters already set, saving users time on repeat lookups.
Read postHow to add a custom report link to the Reports page
Step-by-step guide to registering a custom report in VICIdial's Custom Reports Admin page so it appears as a named link on the main Reports page for authorized users.
Read postWhat the Custom Reports Admin page does in VICIdial
The Custom Reports Admin page lets you add, modify, and delete custom report links that appear on VICIdial's main Reports page, giving users one-click access to bespoke reports.
Read postWhat the List Split utility does in VICIdial
List Split divides one large VICIdial list into multiple smaller lists of a size you choose, creating new list IDs while leaving the source list structure intact.
Read postHow to bulk-move callbacks by campaign, list, or agent
A step-by-step guide to using VICIdial's Callbacks Bulk Move utility to move callbacks by campaign, list, user group, or agent to a new list with an optional new status.
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-Copy a Range of Users in VICIdial
User Bulk Copy clones one source user's settings across a numbered range of new accounts in one pass - here is how it works and how to use it.
Read postWhat VICIdial's Admin Bulk Tools Page Does
A plain-English tour of VICIdial's Admin Bulk Tools: DIDs, area-code caller IDs, users, bulk phones, and the lead management utilities that move and clean lists.
Read postWhen to blind monitor versus barge in
Blind monitor when you want to listen unnoticed, barge in when you need to talk. Here is a simple rule for picking the right VICIdial phone code.
Read postHow to whisper-coach an agent without the customer hearing
True whisper-coaching, where only your agent hears you, is a web monitoring feature, not a phone dial-code. Here is the honest workflow for both.
Read postHow to keep your monitor and barge feature codes secure
VICIdial's monitor and barge phone codes are unauthenticated on the telephony side. Here's how to keep strangers from dialing into your live calls.
Read postThe VICIdial monitor and barge dial codes, explained
Every VICIdial monitor and barge phone code in one place: silent listen, roaming monitor, barge-in, and the roaming barge variant. Copy and keep.
Read postA supervisor's live-listen workflow over the phone
A repeatable phone workflow for supervisors: pull session IDs, silently sweep agents through 8162, and barge only when a call needs you.
Read postHow cross-server monitor shortcuts work on multi-server setups
On a multi-server VICIdial cluster, an admin can wire shortcut numbers so you can monitor agents on any server from one phone. Here's the idea.
Read postVICIdial Phone-Based Functions: The Complete Guide
A full tour of the things you can do from a phone wired into VICIdial: recording audio prompts, blind monitoring agents, roaming between sessions, and barging in.
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 postVICIdial system load explained
What the system load number on a VICIdial server actually means, how to read it against your CPU count, and when a high number is a real problem.
Read postHow to read the VICIdial Server Performance Report
A plain-English walkthrough of the VICIdial Server Performance Report — what each summary stat and graph line is telling you about your box.
Read postHow to move every user from one group to another with Bulk Group Change
Bulk Group Change reassigns every member of one VICIdial user group to another in a single action, including a non-ADMIN sweep option.
Read postWhat Settings Containers do and when you need one
Settings Containers store large blocks of configuration under one ID so PHP and Perl scripts can read them, from email templates to dial timeouts.
Read postHow to read the Admin Changes audit on a user record
The Admin Changes section on a VICIdial user record logs who changed a setting, from which IP, what changed and when, giving you a per-user audit trail.
Read postHow CID Group auto-rotation cycles your caller IDs
CID Group auto-rotation cycles one active caller ID at a time across your group on a timer, so no single number carries every call.
Read postWhat VM Message Groups give agents on a voicemail drop
VM Message Groups let agents pick from a ranked, time-aware list of pre-recorded messages to leave when transferring a call to voicemail.
Read postMonitoring VICIdial server health and capacity: a complete guide
A practical, top-to-bottom guide to watching your VICIdial server's load, channels, disk, latency, and health so problems surface before they hurt your floor.
Read postWhat a Group Alias lets agents pick for manual-call caller ID
A Group Alias gives agents a menu of outbound caller IDs to choose from when placing manual calls and three-way calls from the agent screen.
Read postWhat the system-wide IP blacklist blocks
VICIdial's system-wide IP blacklist blocks every web service for any user coming from a listed address, regardless of their user group.
Read postHow to read the VICIdial Group Hourly report
The Group Hourly report shows per-agent call totals for one user group, one disposition status, and one hour — here is how to read it.
Read postHow to set up Admin Contacts for agent transfers
Admin Contacts give agents a searchable directory of non-agent phone numbers to transfer calls to, set up through Custom Transfer presets.
Read postWhat VICIdial CID Groups do and when to use them
CID Groups let you share one set of caller IDs across campaigns and rotate them by state, area code, or none-at-all auto-rotation.
Read postHow to delete a Remote Agent
Deleting a VICIdial Remote Agent is a two-step process on purpose. This guide walks you through both clicks so you do not remove the wrong record.
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 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 postHow to edit Timeclock records in VICIdial
A walkthrough of editing VICIdial Timeclock records from the User Status and User Stats pages, including which changes the system rejects.
Read postHow to clock in and out in VICIdial
The exact punch-in and punch-out flow for the VICIdial Timeclock, from the login link at the top of the agent or admin screen.
Read postThe VICIdial User Status page
What the User Status page shows, how to reach it, and how a manager forces an agent into or out of the timeclock.
Read postVICIdial Timeclock vs login session
A Timeclock punch and an agent-screen session are two different records in VICIdial, which is why the two times rarely match.
Read postVICIdial phones: the complete guide
Everything a VICIdial operator needs to know about phone entries: required fields, extensions, dial plan numbers, passwords, and protocols.
Read postHow to force clock in/out from User Status
The force-login and force-logout actions on the User Status page, and the moments when a manager actually needs them.
Read postWhy an agent can't see their own callbacks
If a VICIdial agent set a callback but it never shows on their list, one of four campaign settings is almost always the reason.
Read postVICIdial Timeclock End of Day setting
Timeclock End of Day is the System Setting that force-logs-out everyone still on the clock, enforcing VICIdial's rule that no shift may exceed 24 hours.
Read postHow to add a new VICIdial phone
Use ADD A NEW PHONE under ADMIN PHONES, set the eight required fields, and SIP or IAX configs auto-create in about a minute.
Read postHow to force Timeclock login in VICIdial
A User Group setting in VICIdial can require agents to clock in before they reach the agent interface, guaranteeing attendance data.
Read postVICIdial phone required fields
The eight fields VICIdial demands before it will save a phone: extension, dialplan number, server IP, login, password, full name, protocol, and local GMT.
Read postWhat is a VICIdial phone entry?
A VICIdial phone entry is the account a softphone, deskphone, or webphone registers to so an agent can take calls.
Read postThe VICIdial User Stats page explained
A tour of every section on the User Stats page, from talk time and login events to timeclock punches, activity breakdowns, and recordings.
Read postHow to edit a Timeclock record on User Stats
The click-the-ID edit flow on the User Stats page, the validation rules that block a bad change, and what the star marker means.
Read postHow to modify a VICIdial phone
Open LIST ALL PHONES, click MODIFY on any entry, and edit the full field set that only appears after the first save.
Read postVICIdial Timeclock explained
The VICIdial Timeclock is a separate built-in app for tracking agent work time, with its own login link and an audit trail that can't be altered.
Read postWhy you can't edit a Timeclock record
The most common reasons a VICIdial Timeclock edit is blocked: the user is still clocked in, or the new times fail validation.
Read postThe VICIdial Timeclock audit log
VICIdial keeps two Timeclock logs: an editable active log and an immutable, admin-only audit log that preserves what was originally recorded.
Read postVICIdial Timeclock AUTOLOGOUT explained
When VICIdial force-logs-out a user at Timeclock End of Day, the record is marked AUTOLOGOUT and carries a star next to its ID.
Read postHow to score a call on the QC scorecard screen
Open a claimed call, enter a point value for each checkpoint, watch for Instant-Kill items, verify against the recording, then finish.
Read postHow VICIdial matches a recording to a QC call
The QC screen matches the call's uniqueid to a recording, falls back to the closest one when there is no match, and lists every recording for the lead.
Read postHow to finish a call in Quality Control
The green FINISH button commits your scores, marks the record reviewed, and drops the call out of your claimed queue — here is when to press it.
Read postWhen to use the RELEASE button on a QC call
The red RELEASE button hands a claimed call back to the queue unfinished and clears your scores — here is when that is the right move.
Read postWhat "Enter QC Queue" does
Enter QC Queue is a second menu link that routes to the same place as Show QC Campaigns, giving reviewers a faster way into the audit list.
Read postWhat the QC lead-information section shows
The second QC section shows the standard vicidial_list lead fields, auto-saves your edits, and surfaces the QC webform link if one was defined.
Read postHow to create and modify QC status codes
Use the Modify QC Codes screen to add a code and description, then assign a PASS, FAIL, CANCEL, or COMMIT category that decides what happens to a reviewed call.
Read postHow to run the Quality Control Report and read the rows
Step-by-step: open the VICIdial Quality Control Report, set the date and finish-date range, submit, read each row and its checkpoints, and export CSV.
Read postHow to attach a QC webform to a campaign or list
Define a QC webform URL on a campaign, list, or ingroup so reviewers get a one-click link from the lead-info section of the QC screen.
Read postWhat each Quality Control Report parameter does
A walk through the VICIdial Quality Control Report parameters — call date, finish date, campaigns, QC status and reviewer filters — and how each narrows your results.
Read postWhat the PASS, FAIL, CANCEL, and COMMIT QC categories mean
Every QC status code maps to one of four categories. Here is what PASS, FAIL, CANCEL, and COMMIT each do, and why the category, not the label, decides the outcome.
Read postHow VICIdial assigns a scorecard when you claim a call
On claim, VICIdial attaches the scorecard for the call's highest-priority entity and snapshots its active checkpoints onto the claim.
Read postHow per-call QC review works in VICIdial
The modern VICIdial QC system reviews individual calls, not whole leads, and admins pre-select which campaigns and statuses get audited.
Read postWhat the four sections of the QC display screen do
The QC display screen has four toggleable sections: scoring and playback, lead info, callbacks, and a read-only log.
Read postWhat the read-only QC log section records
The fourth QC display section is a read-only audit trail showing who viewed the call, lead edits, and outcome — you cannot change it here.
Read postWhat the Quality Control Report shows
A plain look at the VICIdial Quality Control Report — the call, campaign, status, scorecard and result on every reviewed row, plus CSV export.
Read postWhat the "Show QC Campaigns" screen shows
The Show QC Campaigns screen lists every QC-enabled campaign, its review statuses, and links straight into the leads waiting in audit.
Read postWhat the QC callbacks section lets you do
The third QC display section ties a reviewed call back to follow-up by letting you set or modify a callback for that lead.
Read postWhat "QC Calls by Campaign, List, and Ingroup" show
The three QC claim-entry links each list QC-enabled entities and the unfinished calls you can claim, grouped by status.
Read postWhat QC checkpoint Admin notes are for
Admin notes are private comments on a QC checkpoint that the reviewer never sees. Here is how to use them well.
Read postWhat each QC checkpoint field means
Every QC checkpoint has six fields. Here is what Order, Active, text, Points, Instant kill, and Admin notes each do.
Read postWhen to use per-list QC overrides
A list can carry its own QC statuses and scorecards that beat the campaign's — handy when one list needs different review rules.
Read postHow to trace one bad call end to end across the log reports
Follow a single problem call through the Dial Log, Hangup Cause, Carrier, Caller ID, and AMD reports in order to find the real cause.
Read postHow to apply QC settings to a campaign
Once your QC statuses and scorecards exist, here is exactly where to attach them to a campaign so its calls become reviewable.
Read postWhat VICIdial Quality Control is and when to use it
A plain tour of VICIdial Quality Control: the enable switch, claim limits, status templates, scorecards, priority, and the review flow.
Read postHow checkpoint points work when scoring a call
Each QC checkpoint has a maximum point value, and the reviewer enters any whole number up to it. Here is how scoring works.
Read postWhat to check yourself before opening a VICIdial support ticket
A calm self-check list: clock, agent screen, carrier registration, hopper, dispositions, and which log report matches your symptom.
Read postHow to build a QC scorecard from checkpoints
A QC scorecard is just a list of checkpoints. Here is how to add them, order them, and make the scorecard usable.
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 postDiagnosing LAGGED spikes by server with the summary chart
Use the Agent LAGGED Report and the LAGGED Summary chart to spot lag clusters on a timeline, tie them to one server, then check latency.
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 postHow to order and activate QC checkpoints
The Order field sets where a checkpoint appears, and Active decides whether it shows at all. Here is how both behave.
Read postHow to claim a call in the QC queue
Claiming pulls a call out of the QC queue and opens it for scoring — here is where the claim links live and what happens when you click one.
Read postWhat the "Instant kill" checkpoint option does
Instant kill lets one QC checkpoint fail an entire call, no matter how every other checkpoint scored. Here is when to use it.
Read postWhen to reload Asterisk and when it makes things worse
Reloading Asterisk re-reads its config but can interrupt live calls. Here is when a reload actually helps, when VICIdial handles it for you, and when to wait.
Read postVICIdial time-sync issues: how clock drift breaks call times and stats
When a VICIdial server clock drifts out of sync, call-time windows, callbacks, and report timestamps all skew. Here is how to spot it and fix it with NTP.
Read postDatabase and Asterisk reload issues: a safe order of operations
Restarting the database or Asterisk under load drops calls. Here is the safe order: make the admin change, let the keepalive apply it, then reload only if needed.
Read postThe complete guide to VICIdial reports and what each tells you
A tour of every VICIdial report family — the Real-Time Main Report, All Campaigns Summary, the Whiteboard wallboard, and the deeper summary and export reports.
Read postWhat Are VICIdial System Status Categories?
Status categories group several VICIdial statuses so you can run statistical analysis on the bunch and surface up to 4 live counts on the Real-Time report.
Read postHow to Read the VICIdial Real-Time Main Report
A guided walk through the VICIdial Real-Time Main Report, from the top stat block down to the color-coded agent rows.
Read postHow to Group VICIdial Statuses Into a Category
Step through creating a VICIdial status category, the 2-20 character Category ID rules, and assigning statuses so they roll up into one reportable group.
Read postVICIdial Status Category Realtime Display Explained
The Realtime Display flag turns a status category into one of up to four live counts shown below the LEADS IN HOPPER line on the VICIdial Real-Time report.
Read postConfiguring the VICIdial agent screen: scripts, labels, colors, and dispositions explained
A complete guide to shaping what your agents see on a live call in VICIdial: how scripts work, the fields that define them, lead variables, colors, iframes, and how scripts attach to campaigns, lists, and in-groups.
Read postThe recording Agent API function: START, STOP, STATUS
Use VICIdial's recording Agent API function to trigger, stop, and inspect call recordings programmatically from any external app.
Read postWhy recordings go missing and how to fix it
Missing recordings in VICIdial usually trace to MixMonitor not being triggered, files purged from disk, wrong recording stage, or a full filesystem. Here is how to diagnose each cause.
Read postHow to find a specific call recording in VICIdial
Step-by-step guide to locating a specific call recording in VICIdial using the Admin recordings search and key filter fields.
Read postHow to set how long you keep recordings
VICIdial does not auto-expire recordings. Learn how to set a retention policy using cron scripts, archive tiers, and database cleanup to stay compliant without filling your disk.
Read postHow much disk do VICIdial recordings really use
Recording disk usage in VICIdial depends on codec, call duration, and agent count. This post walks through real estimates for WAV vs GSM and how to plan your storage before the drive fills.
Read postWhen to turn on AMD and when to leave it off
Turn AMD on for high-machine-rate campaigns; for most, a 22-26 second dial timeout beats AMD's processing cost and false positives. Never on manual dialing.
Read postWhat Answering Machine Detection is and what it does for your campaign
AMD listens to the first seconds of an answered call and decides human vs machine, so agents spend their time on live people instead of voicemail.
Read postHow VICIdial decides a call is a machine, not a person
VICIdial's AMD listens to initial silence, greeting length, and the pause after the greeting to guess human vs machine — and long greetings fool it.
Read postAnswering Machine Detection in VICIdial: the complete guide
Everything about VICIdial AMD: how live-answer detection works, how it's wired at extension 8369, the honest tradeoffs, tuning, and when to skip it.
Read postHow to Delete a VICIdial List (and What Happens to Its Leads)
Deleting a VICIdial list is a deliberate two-step action that also removes every lead inside it. Here is the process, the gotchas, and the safer alternatives.
Read postAPI New Lead URL: Pushing New Leads to an External System
The API New Lead URL fires a web request every time a lead is added through VICIdial's API. Here is how to use it to sync new leads to your CRM.
Read postAuto Active List Rank in VICIdial, Explained
Auto Active List Rank decides the order VICIdial switches your dormant lists on as each one runs dry. Here is what the number means and how to set it.
Read postList Change Date and List Last Call Date Explained
Two timestamps on every VICIdial list quietly tell you when settings last changed and when a lead last dialed. Here is how to read them and why they matter.
Read postVICIdial List Management Best Practices for New Operators
A practical starting checklist for managing VICIdial lists: naming, campaign assignment, resets, expiration, and the stats that tell you when a list is spent.
Read postHow to Recall All Your No-Answer Leads in VICIdial
No-answer leads pile up fast. Here is how to get them back in front of the dialer using recycling or a list reset, without breaking your call counts.
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 postWhat a list is in VICIdial
A plain-English look at what a VICIdial list is, how it holds your phone numbers, and how it feeds calls to a campaign.
Read postVICIdial lists and leads: the complete guide
What a list is, how settings work, how to load leads, and how leads flow into the dialer. The cornerstone guide to lists and leads.
Read post