tuning
60 posts.
Modifying server settings in VICIdial Admin
The settings that matter most on the Modify Server page: max trunks, calls per second, active toggles, conf-file generation, and performance logging.
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 postTimer Action: nudging agents after a set time
Timer Action fires something on a live call after a set number of seconds — a screen message, a hangup, a transfer to an IVR or in-group. Here is what each option does and how to set the timer.
Read postDead Call Trigger: handling silent connections
A dead call is when the customer has hung up but the agent is still sitting on the line. Dead Call Trigger nudges the agent with a sound or a back-end ping after a set number of seconds. Here is how to set it.
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 postDial Timeout too short: the symptoms
If your campaign hangs up on people before they pick up, the Dial Timeout is probably set too low. Here is how to spot it and where to land the number.
Read postWhy cold lists need a lower dial level
It sounds backwards: a list that barely answers should let you dial harder, not softer. But cold lists behave unpredictably, and that is exactly why a lower dial level keeps you safe.
Read postSetting dial level for a small agent team
Predictive dialing assumes a crowd to average over. With three or four agents, the usual advice backfires. Here is how to set dial level when your team is small.
Read postPredictive dialing best practices for new operators
Turning on predictive dialing for the first time is where new VICIdial operators get burned. A short list of habits keeps your drop rate legal and your agents busy from day one.
Read postIs it your dial level or your list quality?
When numbers look off, operators blame either the dialer settings or the leads. Usually it is the interaction between the two. Here is how to tell which one is actually your problem.
Read postToo many dropped calls: the common causes
Your drop rate is creeping up and you are not sure why. Here are the usual suspects in VICIdial, from a dial level set too high to a list that just answers too well.
Read postHow to slow down VICIdial dialing
Calls are stacking up faster than your agents can take them, and customers are getting dead air. Here is how to ease off the gas in VICIdial without breaking anything.
Read postHow to make VICIdial dial faster
If your agents have idle gaps between calls, VICIdial can dial more aggressively. Here are the four dials that move the most: dial level, dial method, dial timeout, and the hopper, plus the one number that keeps it legal.
Read postAgents idle but no calls coming: dialing-strategy causes
The campaign is active and the hopper has leads, yet agents sit waiting. This is usually the dialing math, not a broken dialer. Here are the strategy settings that quietly throttle calls to a trickle.
Read postAgent Ready Max Seconds Logout explained
An agent stuck in READY for an hour with no calls is usually a sign something broke. Agent Ready Max Seconds Logout catches that case and logs the agent out, so a silent dialing problem does not hide behind a "logged-in" agent.
Read postAuto Pause Pre-Call Work explained
Auto Pause Pre-Call Work keeps the dialer from dropping a call on an agent who is mid-task — looking up a lead, checking callbacks, entering a pause code. It auto-pauses them so the next call never lands on a distracted agent.
Read postWrapup Message: what to show agents between calls
The Wrapup Message is the bit of text agents see on the wrapup screen between calls. Small field, real value: use it for reminders, scripts, and the next thing they should do before the next call lands.
Read postWrapup Seconds: giving agents time after a call
Wrapup Seconds forces a short pause after every call so agents can finish notes before the next one lands. Here is what the setting does, when to use it, and how to keep it from quietly slowing your floor.
Read postInbound Queue No Dial: pausing outbound when the queue fills
Inbound Queue No Dial pauses outbound dialing whenever inbound callers are waiting in your allowed in-groups. It is a simple safety valve that keeps a blended campaign from drowning real customers. Here is how to set it.
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 postShared-Agent Campaign Dialing explained
Want one team of agents to auto-dial across two or three campaigns at once? Shared-agent dialing makes it possible, but it brings extra drop-rate risk. Here is when to use it and when list overrides are the simpler answer.
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 postDial Timeout: how long VICIdial waits for an answer
Dial Timeout sets how many seconds VICIdial lets a number ring before giving up. Set it too short and you hang up on people who were about to answer; too long and you waste lines. Here is how to pick a number.
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 postDaily Phone Number Call Limit: capping calls per number
Daily Call Count Limit caps calls per lead. Daily Phone Number Call Limit caps calls per number — across every lead that shares it. If the same phone shows up on several records, this is the setting that stops you double-dialing it.
Read postDemographic Quotas explained
Demographic Quotas let VICIdial steer dialing toward goals — call this many people in this region, this many in that age band — by re-ranking leads as quotas fill. Here is what the feature does and how to switch it on.
Read postWhat Call Quota Lead Ranking does
Call Quota Lead Ranking is VICIdial's way of structuring recycle dialing: hit a lead a set number of times, across set time-of-day sessions, over consecutive days. Here is what it solves and when it is worth the complexity.
Read postCall Count Limit vs Daily Call Count Limit
VICIdial has two settings that sound the same: Call Count Limit and Daily Call Count Limit. One caps total attempts over the life of a lead, the other caps attempts per day. Mixing them up gets you complaints — or wasted dials.
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 postLead recycling: redialing no-answers automatically
Lead recycling redials a chosen status, usually Busy, after a set delay without resetting your whole list. Two numbers control it: how long before the lead comes back, and how many times it can be retried. Here is how to set it right.
Read postWhat List Mix does and when to use it
List Mix lets you pull set percentages of leads from different lists and statuses into one dialing stream. Here is what it actually controls, why it can stall your dialer, and the rare cases where it earns its keep.
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 postList Order in VICIdial: how leads get picked
List Order decides which leads VICIdial pulls into the dialing queue first — by upload order, phone number, call count, timezone, and more. Pick the wrong one and your best leads sit untouched. Here's a plain-English tour of the options that matter.
Read postManual Dial Hopper Check explained
Manual Dial Hopper Check stops the awkward double-call: an agent dials a number by hand just as the auto-dialer was about to dial the same one. Turn it on and VICIdial clears the queued copy first. Here's how it works and when to use it.
Read postHopper Drop-Run Trigger explained
The Hopper Drop-Run Trigger does one thing: for a single minute, it loads only your DROP leads at top priority, then resets itself. Great for quickly retrying abandoned calls — with one warning about list resets you need to read first.
Read postWhen to force a reset of the hopper
Force Reset of Hopper wipes the dialing queue clean on form submit, then lets it refill a minute later. It's a handy reset button for stuck or stale queues — and a fine way to dial the wrong leads if you use it carelessly. Here's the safe way.
Read postHopper VLC Dup Check: stopping duplicate dials
If the same person keeps getting called twice in a row, Hopper VLC Dup Check is the setting that catches it. Here's what it does, when it helps, and the one mistake that quietly chokes your dialing to a single lead per minute.
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 postAutomatic Hopper Level vs a fixed hopper level
Should you pin your hopper size to one number or let VICIdial recalculate it every minute? Here is how Automatic Hopper Level works and when each choice wins.
Read postHow to set your Minimum Hopper Level
Minimum Hopper Level is how many leads VICIdial tries to keep staged for dialing. Set it too low and agents stall; set it well and the floor stays busy. Here is the rule of thumb.
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 postDrop Call Seconds and Drop Call Action explained
When a contact picks up and no agent is free, VICIdial has to do something fast. Drop Call Seconds sets the clock, and Drop Call Action decides what that something is. Here is what each setting actually controls.
Read postAvailable Only Tally and how it changes drop-rate math
By default VICIdial counts agents who are already on a call when it decides how many lines to open. Available Only Tally tells it to count only the agents truly free right now, which is the strongest protection against dropping a live caller.
Read postDial Level Difference Target: keeping agents busy safely
Do you want a spare agent waiting, or a spare call waiting? Dial Level Difference Target answers that question, and the answer is one of the simplest levers you have for trading drop rate against agent idle time.
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 postAuto Dial Level Threshold: when predictive kicks in
Predictive dialing needs a crowd to work. Auto Dial Level Threshold tells VICIdial the minimum number of agents it needs before it trusts the prediction, and what to do when the room thins out.
Read postWhat the Drop Percentage Limit setting does
Drop Percentage Limit is the ceiling you give VICIdial for how many connected calls it is allowed to abandon. Set it to 3 and the dialer pulls back on its own when it gets close. Here is what it actually controls.
Read postHow to choose the right auto dial level for your list
Pick your auto dial level from three things: how many agents you have, how warm your list is, and how many channels your server can carry. Here is how to weigh them.
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 adapt_hard_limit dial method does
ADAPT_HARD_LIMIT dials predictively but slams the brakes the moment your drop rate hits the ceiling. Here is exactly how that cap works and when you want it.
Read postWhat adapt_average dialing does and when to use it
ADAPT_AVERAGE aims to keep your drop rate around the limit on average instead of slamming a hard ceiling on it. That makes for smoother pacing, but it asks you to trust the average. Here's the trade-off.
Read postWhat adapt_tapered dialing does and when to use it
ADAPT_TAPERED lets you dial hot at the start of a shift and tightens up as your stop time nears, so a busy morning doesn't blow your daily drop-rate average. Here's how the tapering works and how to set it.
Read postRatio dialing vs predictive dialing in VICIdial
Ratio dialing holds a fixed number of lines per agent; predictive dialing moves that number for you. Both push calls ahead of free agents, but they behave very differently in practice. Here's how to choose.
Read postHow predictive dialing works in VICIdial
Predictive dialing places more calls than you have free agents, betting that some will go unanswered. Here is how VICIdial decides how many lines to fire and how it keeps your drop rate in check.
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