routing
52 posts.
The VICIfast call-forwarding portal explained
The VICIfast forwarding portal is a branded self-serve interface that lets your end-users manage call routing on their own subdomain without touching the dialer admin panel.
Read postBring your own carrier with VICIfast
VICIfast hosts the dialer but never sells minutes. You connect your own SIP trunk, so your carrier relationship stays yours.
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 assign an Email Group to a campaign so agents can staff it
An email group does nothing until a campaign is allowed to use it. Here is how to add it under Allowed Inbound Groups so agents can log in and take email.
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 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 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 postHow to rank agents so your best ones get more emails
A practical walkthrough of setting per-agent rank and grade on a VICIdial email group so your strongest agents clear more inbound email.
Read postHow to send more emails to higher-level agents
The overall_user_level method routes more inbound emails to agents with a higher user level, useful for steering volume toward experienced staff.
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 ingroup_grade_random does for email distribution
The grade-random methods give higher-graded agents a better chance of getting the next email without ever guaranteeing they receive it.
Read postOldest-wait vs fewest-emails: choosing an email routing method
Two of the most useful Next Agent Email methods sort agents very differently: oldest-wait rewards idle time, fewest-emails chases a flat count.
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 postWhat Routing Initiated Recording does and when to enable it
Routing Initiated Recording lets the call routing script start recording instead of the agent screen. Here is what it does, its requirements, and when it helps.
Read postChoosing a carrier for international dialing
International dialing needs coverage, per-country rates, correct caller ID rules, and good routes. Here is how to pick a carrier that delivers.
Read postHow to switch carriers without dropping live calls
Add the new carrier alongside the old one, shift dial routing gradually, drain the old trunk, then deactivate it — a gentle migration with no hard cutover.
Read postReading your carrier's rate deck for outbound dialing
A carrier rate deck is the per-destination price list for your outbound calls. Here is how to read one and pick the cheapest route.
Read postUsing a Dial Prefix to Pick a Carrier in VICIdial
A dial prefix is a routing digit VICIdial adds in front of a number. Used well, it lets each campaign choose which carrier its calls go out.
Read postLeast-Cost Routing Across Carriers in VICIdial
When you have more than one carrier, you can send each call out the cheapest path for its destination. Here's how least-cost routing works.
Read postHow Outbound Calls Find the Right Carrier in VICIdial
When an agent dials, Asterisk matches the number against dialplan patterns to pick a trunk. Here's how that routing actually works.
Read postVICIdial Dialplan Entry: Routing Outbound Calls to a Carrier
How the VICIdial Dialplan Entry matches an outbound number, strips the prefix, and dials it out the right carrier — with a worked example.
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 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 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 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 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 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 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 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 Timeout and Timeout Prompt explained
How long a phone menu waits for a key press, and what plays when the caller stays silent.
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 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 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 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.
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