remote-agent
25 posts.
How to set the External Extension on a Remote Agent
Step-by-step instructions for setting the External Extension field on a VICIdial remote agent, including how to find the right number and test it before going live.
Read postWhat the Server IP field on a Remote Agent does
The Server IP field ties a remote agent record to one specific VICIdial server. Here is why that matters and what happens if it is wrong.
Read postWhat the External Extension field on a Remote Agent does
The External Extension field tells VICIdial which number to forward calls to for a remote agent. Get this wrong and calls go nowhere — here is what to put in it.
Read postWhy a Remote Agent shows up as R/111, R/112 and R/113
When a multi-line Remote Agent goes ACTIVE, VICIdial creates several R/ slots in the real-time screen. Here's what those entries mean and why they exist.
Read postWhat the Status (ACTIVE / INACTIVE) field on a Remote Agent does
The Status field on a VICIdial remote agent is the on/off switch that controls whether the dialer sends calls to it. Here is exactly what each value means.
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 Rank field on an Extension Group entry does
The Rank field on a VICIdial Extension Group entry sets the order in which the system tries each dialplan extension. Here is what that means in practice.
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 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 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 Number of Lines field on a Remote Agent does
Number of Lines tells VICIdial how many concurrent calls it can send to a single Remote Agent entry. Here's what changes when you raise or lower it.
Read postHow to set up a multi-line Remote Agent
A multi-line Remote Agent lets VICIdial send several calls at once to a single external number. Here's the exact setup process and what to double-check before going live.
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 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 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 read Remote Agent daily stats
VICIdial's Remote Agent daily stats give you a per-day view of total calls and peak concurrent calls. Here is how to read them.
Read postUsing Remote Agents for broadcast and survey campaigns
Remote Agents are one of the two recommended ways to run VICIdial broadcast and survey campaigns. Here is how the multi-line setup works.
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 postHow call recording works for a Remote Agent
Remote Agents in VICIdial can be recorded just like any other agent. Two settings control it: the campaign recording mode and the user record flag.
Read postWhy a Remote Agent takes up to a minute to deactivate
You set a VICIdial remote agent to INACTIVE but calls keep coming for another minute. This is normal — here is why it happens and what to expect.
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 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 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 the User ID Start field on a Remote Agent does
User ID Start is the foundation of every remote-agent record. Here's what it controls, why it must be a real user account, and how it relates to multi-line setups.
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