reference
69 posts.
Active Account vs Status on a VICIdial phone
VICIdial phones have both an Active Account toggle and a Status field, and they do different jobs. Here is how each one affects whether the phone works.
Read postWhy Local GMT must ignore daylight saving time
The Local GMT field on a VICIdial phone must use the standard-time offset and never adjust for daylight saving. Here is why, and what breaks if you do.
Read postWhat the server_refresh API does after phone changes
After you add or edit phones over the API, server_refresh pushes the conf files out to your telco servers so the changes take effect.
Read postHow to read the Phone Stats report
The Phone Stats report breaks down channel, group, call count, and time for one phone, plus its last 1000 calls in a date range.
Read postWhat Alias ID and Phones Logins List Mean
The two fields that define a VICIdial phone alias: the Alias ID agents type to log in, and the Phones Logins List that routes them.
Read postWhat the Admin User Group does on a phone entry
The Admin User Group field restricts which admin users can view a VICIdial phone entry. Here is what it controls and how the default ALL setting works.
Read postWhat the Template ID field does on a phone
The Template ID field on a VICIdial phone points it at a shared block of Asterisk settings instead of one-off config.
Read postWhat the rules are for a filter ID and filter name
The exact rules for a VICIdial filter: ID is letters and numbers only, unique and permanent, plus the length limits on the name and comments.
Read postEvery value of the transfer_conference API: BLIND_TRANSFER, LOCAL_CLOSER, and more
The transfer_conference value field decides what happens to the call. Here is each option, what it expects, and when to reach for it.
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 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 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 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 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 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 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 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 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 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 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 postOwner Only Dialing: keeping leads with their rep
Owner Only Dialing makes each agent see only the leads they own — by user, territory, or group. Great for account books and warm follow-ups, with a couple of prerequisites.
Read postNo Hopper Dialing mode explained
No Hopper Dialing turns off the lead pre-loading buffer for a campaign. It enables owner-based dialing — but it also switches off recycling, alt-number dialing, and list mixing.
Read postAgent Search Method Override explained
LB, LO, SO — the Agent Search Method Override tells VICIdial how widely to hunt for a free agent when a call connects. One setting can spike your dropped calls.
Read postRouting Extension: where unanswered calls go
The Routing Extension decides how a connected call gets handed to an agent — same server, local-first, or any server. Pick the wrong one and you get more dropped calls.
Read postWhy VICIdial isn't dialing: the first things to check
Agents logged in, phones quiet, and no idea why. Before you panic, VICIdial almost always stops dialing for one of a short list of plain reasons. Here is the checklist to run, top to bottom.
Read postCampaign Presets: saving manual-dial shortcuts
Transfer Presets give your agents a ready-made menu of transfer and conference numbers instead of typing them by hand. Here is how to build the list, what each field does, and why hiding the number can keep agents honest.
Read postAllow Closers: letting a campaign take transfers
Allow Closers is the campaign setting that lets one agent hand a live customer to another agent inside VICIdial. Here is what it turns on, the fronter-to-closer flow it enables, and the one extra section it makes appear.
Read postActive: turning a campaign on and off
The Active setting is the master switch for a VICIdial campaign. Set it to Y and agents can log in; set it to N and the campaign goes dark. Here is exactly what flips when you toggle it, and when you actually want to.
Read postBasic View vs Detailed View in campaign settings
Every campaign opens in Basic View with a trimmed set of options. Detailed View shows everything. Here's the difference, why your account might be stuck on Basic, and the one user setting that flips it.
Read postHistorical vs Summary campaign reports
VICIdial's Reports tab has outbound, inbound, and agent summaries that roll up a single day per campaign. Here's the difference between a quick summary view and a deeper historical dig, and when to reach for each.
Read postCampaign Stats Refresh: how often numbers update
Not every number in VICIdial updates the same way. The little call-count graphs build in the background, the real-time screen ticks on its own, and most other reports recalculate when you load the page. Here's what refreshes when.
Read postAgent Pause Max Status: capping pause time
When an agent sits paused too long, VICIdial can auto-log them out — and Agent Pause Max Status decides what disposition gets stamped on whatever call they left open. Here is how the two settings work together.
Read postCampaign Survey settings explained
A field-by-field tour of the Campaign Survey section in VICIdial: audio files, DTMF digits, opt-in routing, no-response action, and the extra digit paths that build a branching survey.
Read postBroadcast dialing without live agents
Broadcast dialing plays a recorded message to a list with no live agent on the call. Here are the three playback methods, the trade-offs of each, and where it is allowed.
Read postSurvey dialing: press-1 campaigns in VICIdial
Press-1 and survey dialing plays a recorded question and routes the call based on which key the person presses. Here is how the survey fields fit together and what to know before you run one.
Read postInbound No-Agents No-Dial explained
Inbound No-Agents No-Dial pauses outbound dialing on a blended campaign when too few inbound agents are free. Here is what the setting does, the threshold that controls it, and when it earns its keep.
Read postConcurrent Transfers: limiting simultaneous transfers
Concurrent Transfers controls how many answered calls can be sent to agents at once without waiting in line. On small teams it barely matters; on large ones it can change everything. Here is what it does and why AUTO is usually right.
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 postShared Dial Rank: prioritizing campaigns for shared agents
When several SHARED dial-method campaigns compete for the same agents, Shared Dial Rank decides which one dials first. A small number means higher priority. Here is how the round-robin works and how to set it.
Read postOmit Phone Code: stripping a leading digit before dialing
If every lead carries a country code your carrier does not want to see, Omit Phone Code tells VICIdial to drop it before dialing. Set it to Y and the dialer sends the local digits without you editing every record.
Read postDial Prefix vs Manual Dial Prefix
Dial Prefix decides which path your auto-dialed calls take out of the system. Manual Dial Prefix lets manual calls take a different path. Knowing which one applies to which call saves you a confusing afternoon.
Read postCampaign CID Name: setting your caller-ID name
Campaign CID Name sets the text label that can ride along with your number, like a business name. It only works through a CNAM-capable gateway. Here is what it does and what it does not.
Read postCID Group Failover explained
A CID Group can run out of matching numbers when a lead's area code is not in the group. CID Group Failover is the backup group VICIdial uses for those leads. Here is how to set it up.
Read postCustom Caller ID in VICIdial
The Custom Caller ID setting lets each lead carry its own outbound number instead of one campaign-wide number. Here is what Y, AREACODE, and USER_CUSTOM each do and when you actually want them.
Read postWhat Call Count Target does
Call Count Target looks like a dialing limit but it is not. It never stops a single call. It just sets the denominator for the penetration percentage you see on the List Modify page. Here is what it really measures.
Read postNext Agent Call: how VICIdial picks which agent answers
When two agents are free and a call comes in, who gets it? The Next Agent Call setting decides. Here is what each option does and which one to pick for fairness, speed, or rewarding your best closers.
Read postDial Statuses: which dispositions get redialed
The Dial Statuses on a campaign decide which call outcomes are eligible to dial again. Pick them well and you call the right leads back; pick them loosely and you re-call people you shouldn't. Here is how to choose.
Read postVICIdial dialing strategies: the complete guide
Every VICIdial dialing strategy in one place: ratio, predictive, adaptive, manual and blended. How dial level, drop rate, the hopper, lead order and caller ID fit together, plus a troubleshooting map for when calls slow down or drops climb.
Read postHopper Hold Inserts explained
Hopper Hold Inserts loads leads into the queue in a held state, so they don't dial until something says go. It's how you stage leads for an outside process or a one-click agent flow. Here's what RHOLD and AUTONEXT actually do.
Read postWhat the Automatic Hopper Multiplier does
The Automatic Hopper Multiplier is the one knob you have over VICIdial's automatic hopper sizing. Here is what it scales, the range it accepts, and when to move it off 1.
Read postWhat the VICIdial hopper is and why it matters
The hopper is the short list of leads VICIdial keeps ready to dial in the next few minutes. Understand it and most strange dialing behavior suddenly makes sense.
Read postAdapt Percent-Max Percentage explained
ADAPT_PERCENTMAX uses one number to decide how hard your dialer pulls back when you cross the drop limit. Here is what Adapt Percent-Max Percentage actually controls and how to set it.
Read postAgent In-Call Tally Seconds Threshold explained
This setting tells VICIdial when to stop counting an agent toward dialing more calls based on how long they have been on a call. It is a quiet pacing lever that can cut drops on campaigns with long talk times. Here is how it works.
Read postWhat a Safe Harbor message is and why VICIdial plays one
Sometimes a contact picks up and no agent is free. Instead of dead air or a hang-up, many campaigns play a short recorded message. That is the Safe Harbor message. Here is what it is and why VICIdial offers it.
Read postWhat Drop Lockout Time does
Drop Lockout Time stops VICIdial from re-dialing a number for a set number of hours after that number was dropped. It is a small field with real regulatory weight, especially in the UK. Here is how it works.
Read postAdapt Intensity Modifier explained
Most predictive settings change where the dial level lands. Adapt Intensity Modifier changes how eagerly the dialer gets there. It tunes the personality of the algorithm, not the destination.
Read postMaximum Adapt Dial Level: capping predictive aggressiveness
Predictive dialing will keep pushing the pace as high as the math allows. Maximum Adapt Dial Level is the hard ceiling that says: never open more than this many lines per agent, no matter how good the leads look.
Read postWhat auto dial level means in VICIdial
Auto dial level is the lines-per-agent number that decides how aggressively VICIdial dials. Here is what each value means and who controls it in each dial method.
Read postWhat the VICIdial Dial Method setting does
The Dial Method dropdown on a campaign is the single most consequential setting you'll touch. It decides whether agents click to dial, dial a fixed multiple, or hand pacing to the predictive algorithm. Here's what each option means.
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