vicidial
598 posts.
Lowering your per-minute carrier cost
Practical ways to cut what you pay your SIP carrier per minute without sacrificing call quality or compliance.
Read postVICIdial vs Five9: a cost calculator
Five9 charges per agent per month and bundles minutes; VICIdial charges for a server plus your own carrier. Here is how to compare them with real numbers.
Read postWhat VICIdial costs for a 50-agent team
Cost breakdown for VICIdial at 50 agents: a bigger single server, higher carrier minutes, and a flat managed fee that the per-agent figure keeps shrinking against.
Read postThe payback period for switching to VICIdial
How to calculate how fast a move to VICIdial pays for itself: the monthly saving against per-seat SaaS divided into your one-time switching cost.
Read postEstimating your carrier (per-minute) cost
Carrier minutes are the variable line in any VICIdial budget. Here is how to estimate them from agents, dialing ratio, and per-minute rate.
Read postVICIdial vs Convoso: a cost calculator
Convoso prices per seat with bundled minutes; VICIdial is a server plus your own carrier. Walk a worked example to see where each model wins.
Read postWhat dialer downtime actually costs you
When the dialer goes dark, the bill is idle agent wages plus lost dial time plus missed revenue. We put a number on it.
Read postVICIdial server cost by agent count
Server cost tracks agent count in steps, not smoothly. Here is how to size a VICIdial box for 10, 50, or 100 agents and budget for it.
Read postWhat VICIdial costs for a 10-agent team
A real cost breakdown for running VICIdial with 10 agents: one small server, your own carrier minutes, and either your labor or a flat managed fee.
Read postWhat VICIdial costs for a 100-agent team
Cost breakdown for VICIdial at 100 agents: a dedicated server, a large but unmarked-up carrier bill, and a per-agent cost that lands well under per-seat SaaS.
Read postPer-seat pricing vs flat-rate dialer hosting
Why per-seat dialer pricing scales your bill with headcount while flat-rate per-server hosting holds it steady — and which model wins as you grow.
Read postFree self-hosted vs paid managed: the cost trade-off
VICIdial is free to download, but free is not the same as cheap. We compare the real cost of self-hosting against a managed fee.
Read postVICIdial licensing (AGPL) explained for buyers
What the AGPL license means for a call center buying into VICIdial, and why it is a non-issue for almost everyone who just wants to dial.
Read postBudgeting VICIdial for a new call center
A practical breakdown of what a new VICIdial call center actually costs to stand up and run: server, carrier minutes, and labor.
Read postSizing your dialer spend against revenue per agent
Tie your VICIdial costs to what each agent earns so you can see whether the dialer pays for itself many times over.
Read post3-year total cost of ownership for VICIdial
A three-year TCO model for VICIdial: cumulative server, carrier, and labor costs compared against three years of per-seat dialer SaaS.
Read postThe hidden costs of self-hosting VICIdial
VICIdial is free, but self-hosting it carries costs that never show on a server invoice: hardening, patching, backups, and your own time.
Read postA VICIdial ROI calculator
Return on investment for a dialer is revenue from connected calls minus the cost of running it. Here is how to compute both sides for VICIdial.
Read postRestoring your dialer from a snapshot
VICIfast managed plans take automatic [[server-snapshot]]s of your dialer. This post explains how one-click restore works, what it does to your box, and how long the process takes.
Read postYou own your data: export anytime
Your call recordings, lead data, and reports all live on your own single-tenant VICIfast server. You can export them anytime without asking permission or going through VICIfast.
Read postNo long contracts: month-to-month VICIdial hosting
VICIfast runs month-to-month by default — no annual commitment required. Cancel at the end of any billing period. Annual billing is available for operators who want to save roughly two months of fees.
Read postHow VICIfast support works
VICIfast manages infrastructure — provisioning, OS, VICIdial install, TLS, backups, and uptime. Campaigns, leads, carrier, and compliance stay with you. Here is how to know who owns what when something goes wrong.
Read postFrom signup to your first campaign on VICIfast
The exact path from creating an account to launching your first VICIdial campaign — sign up, provision, add leads, connect your carrier, and dial.
Read postWhat it costs to host VICIdial
Hosting VICIdial means renting a server sized to your agent count and call volume. This post covers what size box you need and what that typically costs, from a small team to a hundred-seat operation.
Read postWhat VICIdial really costs: pricing and ROI
VICIdial software is free and open-source. Running it is what costs money. Here is an honest breakdown of server, carrier, and labor costs, plus how to think about ROI per agent.
Read postThe 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 postResizing your dialer for a bigger campaign
When a campaign scales up, you can resize your VICIfast VPS to more CPU and RAM from the dashboard. The resize is near-instant and snapshot-backed, and is not available on BYOI plans.
Read postThe VICIfast plans explained
VICIfast offers tiered managed plans by agent count — Starter, Growth, and Scale — plus a self-hosted BYOI option. All plans are month-to-month with no long contracts, and annual billing saves roughly two months.
Read postThe real cost per agent of running VICIdial
Per-agent cost is total monthly spend divided by number of active agents. The more agents share one box, the lower that number falls. Here is how to calculate it and what drives it down.
Read postIs VICIdial really free?
VICIdial is genuinely free, open-source software. But free software is not the same as free to run. Server costs, carrier minutes, and maintenance labor are real expenses that add up quickly.
Read postHow VICIfast hardens your VICIdial box
Every VICIfast server ships with a layered security baseline — firewall, brute-force protection, SSH certificate auth, SIP-TLS, and locked-down VICIdial defaults. Not a stock from-source install.
Read postWatching your dialer's uptime on the status page
VICIfast provides a public status page powered by BetterStack plus a real-time health model that tracks whether your dialer is HEALTHY, DEGRADED, or UNREACHABLE — separately from your billing status.
Read postBuilding a branded agent soundboard
The VICIfast soundboard builder lets you create clickable audio clip boards that agents play into live calls, branded per customer and organized by campaign.
Read postManaging billing in the VICIfast portal
VICIfast gives you a self-serve billing portal to update your payment method, download invoices, and change plans without contacting support. Here is what you can do and how it works.
Read postAutomatic TLS certificate renewal on your dialer
Let's Encrypt DNS-01 certificates on your VICIfast branded subdomain renew automatically. Here is what happens behind the scenes so HTTPS never lapses.
Read postWhat VICIfast handles that you would otherwise do yourself
A side-by-side look at the infrastructure work managed VICIdial hosting removes from your plate versus a DIY from-source install.
Read postHow much does VICIdial cost?
VICIdial software is free, but running it costs money. The total bill comes from three components: server hosting, carrier minutes, and labor — or a flat managed fee that replaces all three.
Read postLive-monitoring your agents with VICIfast
VICIfast includes live call monitoring so supervisors can silently listen to agent calls, coach via whisper, or barge in and join the conversation directly.
Read postVICIfast for agencies running multiple clients
Agencies running VICIdial for multiple clients can spin up a separate single-tenant dialer per client on VICIfast, each with its own branded subdomain, billed month-to-month with no shared infrastructure.
Read postScheduled snapshots of your dialer
VICIfast automatically takes point-in-time disk snapshots of your managed VICIdial server on a schedule, so you have a restore point without remembering to back up manually.
Read postThe VICIfast self-hosted (BYOI) plan
The VICIfast BYOI plan installs and manages VICIdial on a server you already own — your own Hetzner box, AWS instance, or on-prem hardware. You keep your compute bill; VICIfast handles the VICIdial install and management.
Read postFactory-resetting your dialer safely
A VICIfast factory reset wipes your managed server back to a clean VICIdial installation, with a safety snapshot taken first so you can recover if you change your mind.
Read postAdding agent seats instantly
Add agent seats to your VICIfast dialer from the dashboard as your team grows. Here is how seats relate to your plan tier and box capacity, and what happens when you hit either limit.
Read postVICIdial total cost of ownership vs SaaS dialers
The real cost of running VICIdial, server, carrier, and labor, compared with per-seat SaaS dialers as your team grows.
Read postWhy VICIfast is the fastest way to launch VICIdial
A plain comparison of the manual VICIdial route against VICIfast, and where the time actually goes when you set up a dialer.
Read postWhen not to use VICIdial
VICIdial is powerful, but it isn't for everyone. Here are the cases where a different tool is the honest choice.
Read postWhitelabeling the VICIdial agent screen
How VICIfast reskins the VICIdial agent screen with your logo, colors, and button styling without changing the underlying app.
Read postVICIdial for BPOs and call-center outsourcers
Why outsourcers run VICIdial, how it handles many clients and campaigns, and the operational realities of running it at scale.
Read postHow VICIfast provisions a dialer in under 40 seconds
A look at what happens between your payment and a working VICIdial login, and why the whole sequence finishes in under 40 seconds.
Read postThe VICIfast mobile app for remote agents
How the VICIfast mobile app lets remote agents take VICIdial calls on a phone, with status control synced back to the dialer.
Read postVICIdial vs Convoso on price
A plain breakdown of what you actually pay for VICIdial versus Convoso, from per-seat fees to server and carrier costs.
Read postComparing the top predictive dialers
How the main predictive dialers differ on pacing control, cost model, and data ownership, with VICIdial measured against the cloud suites.
Read postWhat VICIfast adds on top of VICIdial
VICIdial is free and capable, but installing, securing, and whitelabeling it is real work. Here's exactly what VICIfast handles for you.
Read postOpen-source VICIdial vs proprietary dialers
What you trade when you choose open-source VICIdial over a closed, vendor-run dialer, covering control, cost, and support.
Read postVICIdial: the honest pros and cons
VICIdial's real strengths and real weaknesses: free and capable, but it asks for Linux skill and server upkeep in return.
Read postIs VICIdial right for a small team?
VICIdial scales down to a handful of agents. Here is what a small team gains, what it has to manage, and when it is overkill.
Read postVICIdial vs Five9 on features
A feature-by-feature look at VICIdial and Five9: dialing modes, routing, reporting, and where each platform pulls ahead.
Read postIs VICIdial the best choice for outbound call centers?
An honest look at why VICIdial dominates outbound dialing, where it shines, and the cases where another tool fits better.
Read postVICIdial vs GoAutoDial
GoAutoDial is built on VICIdial and Asterisk — the same engine underneath. The real question is whether you want the GoAutoDial packaging or direct access to VICIdial itself.
Read postVICIdial vs Convoso
Convoso is a cloud dialer built specifically for outbound sales and lead conversion. VICIdial covers the same dialing modes as open-source software with no per-seat fee. Here is how they compare.
Read postManaged 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 postVICIdial vs Five9
Five9 is a mature cloud contact center with bundled telephony and polished tooling. VICIdial is open-source with no per-seat fee and full infrastructure control. Here is how they compare.
Read postVICIdial vs Vonage Contact Center
Vonage Contact Center suits Salesforce-native teams with tight CRM integration. VICIdial is a dedicated outbound dialer with BYO carrier and no per-seat fees.
Read postVICIdial vs Genesys
Genesys Cloud CX is enterprise CCaaS with deep omnichannel, WFM, and AI at premium pricing. VICIdial covers core outbound and inbound dialing at a fraction of the cost. Here is an honest comparison.
Read postVICIdial vs Dialpad
Dialpad leads on AI transcription and unified comms. VICIdial leads on outbound campaign control with no per-seat fees. Here is how to choose.
Read postVICIdial vs FreePBX for a call center
FreePBX is a web GUI for managing a PBX, not an outbound dialer. This post explains what each system does and which one belongs in a call center.
Read postVICIdial vs RingCentral Contact Center
RingCentral Contact Center is a polished UCaaS and CCaaS bundle billed per seat. VICIdial is an open-source outbound dialer you host and control. Here is how they compare.
Read postVICIdial vs Twilio Flex
Twilio Flex is a programmable contact-center platform you build with developers. VICIdial is a ready-made dialer with agent screen and reporting included. Here is how they compare.
Read postVICIdial vs raw Asterisk
VICIdial is built on Asterisk, so comparing them is really asking how much call-center logic you want to build yourself. Here is what each approach means in practice.
Read postVICIdial vs the alternatives: an honest comparison
An honest map of the dialer landscape: commercial CCaaS like Five9 and Genesys versus open-source VICIdial, plus where each one actually fits.
Read postWhat you save moving off a per-seat platform to VICIdial
Per-seat SaaS dialers bill for every agent logged in. VICIdial's open-source model replaces that with a flat server cost plus a carrier you choose.
Read postVICIdial vs Talkdesk
Talkdesk offers enterprise WFM, AI, and omnichannel at premium per-seat pricing. VICIdial covers core outbound dialing at a fraction of the cost.
Read postVICIdial vs NICE CXone
NICE CXone bundles AI, WFM, and omnichannel at enterprise pricing. VICIdial handles outbound dialing at open-source cost with full data ownership.
Read postHaving a rollback plan for your VICIdial migration
A migration without a rollback plan is a bet that nothing goes wrong. Here is how to set up a credible fallback before cutover day.
Read postVICIdial vs Aircall
Aircall is a polished cloud phone system built for integration-heavy teams. VICIdial is a purpose-built outbound dialer. Here is how to decide.
Read postWhat to export before leaving your current dialer
Before you shut down your old dialer, there is a specific set of data to pull. Miss one category and you will spend weeks reconstructing it.
Read postWhy call centers leave Convoso for VICIdial
Convoso is built for high-volume outbound compliance. Teams leaving it usually cite seat pricing growth and the need for more direct infrastructure control.
Read postVICIdial vs Issabel
Issabel is a unified-communications PBX distro, not a predictive dialer. This post covers what each platform does and when each is the right fit.
Read postVICIdial vs 3CX for outbound calling
3CX is a capable SIP PBX for inbound and extensions. VICIdial is a purpose-built outbound campaign dialer. They are different categories of tool.
Read postVICIdial vs Five9 on price
Five9 and VICIdial scale costs in fundamentally different ways. This post explains the pricing model difference — not invented numbers — so you can project your own cost.
Read postVICIfast vs other managed VICIdial hosts
Several companies offer managed VICIdial hosting. This post lays out what to look for and where VICIfast differs on provisioning speed, tenancy, and cost structure.
Read postWhy call centers leave Five9 for VICIdial
Five9 is a mature cloud platform, but per-seat pricing and infrastructure lock-in push some teams toward VICIdial's open-source model.
Read postRebuilding CRM integrations after migrating to VICIdial
Your CRM integrations will not transfer from a cloud dialer to VICIdial automatically. Here is how to assess what you had and rebuild it correctly.
Read postHow to migrate from Aircall to VICIdial
Aircall is a lightweight cloud phone system that works well for small sales teams. When outbound volume grows and you need a real predictive dialer, VICIdial is the natural next step. Here is how to move your data.
Read postHow to migrate from RingCentral to VICIdial
RingCentral works well for unified communications, but outbound dialing teams often hit rate limits and per-seat costs that don't scale. This guide walks through exporting your data and cutting over to VICIdial.
Read postHow to migrate from OSDial to VICIdial
OSDial is a VICIdial fork with a near-identical database schema. Moving to a current VICIdial install is mostly a schema-diff exercise, not a re-platform. Here is the practical path.
Read postHow to migrate from Twilio Flex to VICIdial
Twilio Flex's consumption billing can spike unpredictably as your team scales. This guide covers exporting your Flex data, mapping it to VICIdial, and cutting over to a fixed-cost managed dialer.
Read postHow to migrate from Convoso to VICIdial
Convoso's per-minute and seat fees add up fast. This guide covers exporting your Convoso data, mapping it to VICIdial's structure, and running a clean cutover to your own managed dialer.
Read postHow to migrate from Dialpad to VICIdial
Dialpad's AI-powered transcription and coaching features work well for inside sales teams. When outbound volume requires a true predictive dialer with full campaign control, VICIdial is the move. Here is what the migration looks like.
Read postMoving from a self-hosted ViciBox to managed VICIdial
ViciBox gave you a working VICIdial fast, but now the box is aging and maintenance takes real time. Here is how to lift your data to a managed VICIdial host and stop owning the OS.
Read postRunning your old dialer and VICIdial in parallel during migration
How to split traffic between your existing dialer and VICIdial during migration, avoid double-dialing leads, measure side-by-side performance, and safely ramp VICIdial up.
Read postHow to migrate from Five9 to VICIdial
Moving off Five9 to VICIdial cuts per-seat licensing costs and gives you full control over your dialer. Here is how to export your data, map it into VICIdial, and cut over with minimal downtime.
Read postHow to migrate from Genesys to VICIdial
Genesys Cloud and PureConnect are powerful enterprise platforms, but licensing costs are steep and IVR flows are tightly coupled to the platform. This guide explains how to plan a migration to VICIdial without losing your routing logic.
Read postHow to migrate from Vonage Contact Center to VICIdial
Vonage Contact Center (formerly NewVoiceMedia) combines CRM-native routing with a contact center platform, but licensing costs and Salesforce dependency drive teams to look for alternatives. This guide covers the migration path to VICIdial.
Read postHow to migrate from NICE CXone to VICIdial
NICE CXone is one of the most feature-rich contact center platforms available, which also makes it one of the most expensive and complex to migrate away from. This guide covers the planning, data export, and cutover process for teams moving to VICIdial.
Read postMapping your old dispositions to VICIdial statuses
How to build a disposition-to-status mapping table, which VICIdial statuses are reserved and cannot be renamed, and how to keep reporting comparable across the migration.
Read postRebuilding your call scripts in VICIdial
How to re-create your agent call scripts in VICIdial, use variable substitution from lead fields, attach scripts to campaigns and ingroups, and test them on a live agent screen.
Read postMigrating to VICIdial: the complete guide
A calm, end-to-end plan for leaving a hosted dialer for VICIdial - what moves, what to export, how to rebuild, and how to cut over without downtime.
Read postHow to migrate from GoAutoDial to VICIdial
GoAutoDial and VICIdial share the same core Asterisk engine and a nearly identical database schema, making this migration mostly a config and data lift. Here is how to do it cleanly.
Read postClosing the reporting gap after leaving a hosted platform
The metrics you lose when you move away from a managed dialer dashboard and how to rebuild them in VICIdial using real-time reports, agent stats, CSV exports, and optional QueueMetrics.
Read postPlanning a zero-downtime cutover to VICIdial
A structured migration-day plan covering pre-checks, phased campaign cutover, a go/no-go checklist, and who owns the rollback decision when something goes sideways.
Read postBYOI vs a fully managed VICIdial host
Comparing BYOI and a fully managed VICIdial host means weighing infrastructure control against operational simplicity — both models keep your data on a single-tenant server.
Read postHow to run VICIdial on Linode/Akamai
Linode, now part of Akamai, offers solid dedicated-CPU instances and competitive pricing that suit a VICIdial deployment well, once you configure the firewall and Asterisk IP settings correctly.
Read postThe BYOI install checklist
Before a managed host can install VICIdial on your own cloud server, a handful of prerequisites need to be in place — this checklist walks through each one in order.
Read postHow to run VICIdial on DigitalOcean
DigitalOcean Droplets are a straightforward way to host VICIdial, but their firewall model, floating IPs, and thin default disk require a few deliberate choices before your dialer is production-ready.
Read postSizing cloud disk for call recordings
Call recordings are the biggest disk consumer on a VICIdial box, and undersizing storage is one of the most common mistakes when moving to the cloud.
Read postKeeping your leads and recordings on your own box
When you run VICIdial on a single-tenant server you own or supply, your lead data and call recordings stay on that machine — this post explains what that means in practice and how to protect it.
Read postHow to run VICIdial on Azure
Microsoft Azure can host a VICIdial server, but the platform's NSG model, default outbound NAT, and storage options require more configuration steps than simpler cloud providers.
Read postHow to run VICIdial on OVH
OVH gives you bare-metal-class dedicated servers and affordable VPS options for VICIdial, but the network and firewall defaults need careful tuning before your first call lands cleanly.
Read postCloud vs on-premise VICIdial
Choosing between a cloud VPS and an on-premise server for VICIdial comes down to who controls the hardware, who handles the ops work, and where your calls actually travel.
Read postHow to run VICIdial on Vultr
Vultr's global footprint and straightforward firewall groups make it a capable host for VICIdial, provided you size the instance correctly and open the full RTP UDP range before your first campaign.
Read postScaling a cloud VICIdial box up for more agents
Vertical scaling on a cloud VICIdial box means resizing the VM to more vCPU and RAM, and understanding where VICIdial actually hits its limits before you resize.
Read postCloud cost vs bare-metal for VICIdial
Choosing between cloud and bare-metal for VICIdial comes down to how predictable your load is and whether you can absorb upfront capital costs in exchange for lower long-term per-unit costs.
Read postTreating a cloud VICIdial box as rebuildable
The cloud mindset means designing your VICIdial setup so that destroying and recreating the server is a routine operation, not a crisis.
Read postSnapshots and backups for a cloud VICIdial box
Cloud snapshots give you a fast path back to a known-good state, but they are not a substitute for off-box backup copies of your recordings and configuration.
Read postBring-your-own-infrastructure (BYOI) VICIdial explained
BYOI lets you supply your own cloud server while a managed host installs and operates VICIdial on it, giving you control over the hardware without taking on the full installation burden.
Read postGoing from zero to a running dialer in under a minute
Pay, and in under 40 seconds you have a dedicated VPS running secured VICIdial on a branded HTTPS subdomain with root SSH. Bring your SIP carrier and start dialing.
Read postHow to run VICIdial on Hetzner Cloud
A practical walkthrough of running VICIdial on a Hetzner Cloud VPS: instance type, public IPv4, the firewall rules for SIP and RTP, snapshots, and the audio caveats.
Read postMoving VICIdial to new server hardware
Migrating VICIdial to a new box is five jobs: dump the database, sync recordings, cut over the IP and DNS, rebuild the config, and re-register your trunks.
Read postHow to run VICIdial on Google Cloud
Running VICIdial on Google Cloud Compute Engine: machine type, an external static IP, VPC firewall rules for SIP 5060 and RTP 10000-20000, persistent disk, and NAT audio.
Read postSetting up a VICIdial archive server
An archive server pulls old recordings and call logs off the dialer box so disk pressure never slows your live campaigns. Here is how to set one up.
Read postInstalling VICIdial on a VPS
A VPS is a fine home for VICIdial if you get three things right: a real public IP, an open RTP range, and NAT handled. Here's how each one bites.
Read postHow to run VICIdial on AWS
Running VICIdial on AWS EC2: instance sizing, the Elastic IP for the public-IP requirement, security groups for SIP and the RTP UDP range, EBS for recordings, and the cost reality.
Read postInstalling audio codecs (g729 and friends) for VICIdial
G711 ships free with Asterisk; g729 and g723 are licensed. Here's what each codec costs in bandwidth, why g729 needs registration, and how to install it cleanly.
Read postSelf-installing VICIdial vs managed hosting
Self-install gives you full control and a real learning curve. Managed hosting gives you the same VICIdial in under 40 seconds. Here's the honest trade-off.
Read postSetting the server time zone and NTP for VICIdial
VICIdial enforces call times and stamps every report by the server clock. Set the OS time zone, point at NTP, and match the GMT offset in System Settings.
Read postWeb server vs telephony server roles
In a multi-server VICIdial, the web role runs Apache and PHP while the telephony role runs Asterisk. Here's what each does and why splitting them matters.
Read postCommon VICIdial install errors and fixes
The install errors that actually stop a VICIdial build — missing Perl modules, Asterisk compile failures, MySQL grant problems, and SELinux — and how to clear each one.
Read postRebuilding VICIdial conf files after changes
VICIdial regenerates Asterisk config from the database. Here is what the rebuild conf files step does, when it fires, and how to trigger it safely.
Read postHow long a VICIdial install really takes
A clean VICIdial install runs 45 minutes if everything cooperates and a weekend if it doesn't. Here's where the time actually goes — and the managed alternative.
Read postHow to upgrade VICIdial safely
Upgrading VICIdial is backup, then svn update, then the database upgrade script, then test. Do it in that order on a snapshot you can roll back to.
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 postA backup strategy for a VICIdial server
A real VICIdial backup covers three things: the database, the recordings, and the config. Here is what to dump, how often, and where to keep it.
Read postWhy installing VICIdial yourself is harder than it looks
A clean VICIdial install means compiling Perl and Asterisk, sorting codecs and NAT, tuning MySQL, and wiring the keepalive cron. The 3am failure modes are where it bites.
Read postLoad balancing across VICIdial servers
Load balancing spreads agent and web traffic across telephony nodes in a VICIdial cluster. Here is what balances, what does not, and where the limits are.
Read postPersonalizing VICIdial after a fresh install
A fresh VICIdial install boots generic. Set the timezone, server IP, passwords, branding, and a first campaign before you ever dial a live number.
Read postSizing a VICIdial server for your agent count
VICIdial sizing comes down to concurrent calls, not just agents. Here is how to estimate cores, RAM, and disk from your dial ratio and agent count.
Read postRunning VICIdial in the cloud: the complete guide
Why teams move VICIdial to the cloud, the per-provider landscape, the universal gotchas, and how BYOI and managed hosting compare for a working dialer.
Read postRunning a VICIdial database schema upgrade
When VICIdial code expects new columns, you run the upgrade SQL script to bring the schema forward. Here is what the ALTER scripts do and how to run them safely.
Read postRunning SVN trunk vs a stable VICIdial release
Trunk gets the newest VICIdial fixes and features first, but a tagged release is tested and predictable. Here is how to pick the right one for a production dialer.
Read postRunning the VICIdial database on its own server
Splitting MySQL onto a dedicated database server frees the telephony box for Asterisk and opens the door to replication. Here is when and how to do 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 postServer conf file templates explained
How VICIdial conf file templates let you reuse one block of parameters across many phones and carriers, the Template ID rules, and the fields you must never put in one.
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 postWhich ports to open for VICIdial
A plain-English firewall guide for VICIdial: the SIP and IAX signaling ports, the RTP media range, the web admin and agent ports, and why you almost never expose MySQL.
Read postThe VICIdial install.pl Script, Step by Step
A walkthrough of what the VICIdial install script does: the prompts it asks, the database it builds, the scripts it copies, the crontab, and the conf files it writes.
Read postPutting VICIdial behind HTTPS
Why the VICIdial agent and admin screens need TLS, how to get a certificate, why the browser webphone websocket demands a valid cert, and the basics of redirecting HTTP to HTTPS.
Read postSetting up MySQL/MariaDB for VICIdial
What VICIdial needs from its database: the asterisk database, the cron and DB users, MyISAM tables, basic tuning, and keeping the DB on the right box.
Read postWhich Asterisk version VICIdial needs
How to pick an Asterisk version for a VICIdial build: supported branches, why the version field changes Local channel handling, and MeetMe versus ConfBridge.
Read postInstalling VICIdial: The Complete Guide
What installing VICIdial actually involves end to end: the software stack, install routes, hardware, registering the server in Admin, conf files, and going live.
Read postInstalling VICIdial from Scratch on Ubuntu
Prerequisites, pulling the source, compiling Asterisk, running the install script, and the Ubuntu-specific gotchas that trip up a from-scratch VICIdial build.
Read postFirst login to VICIdial Admin after install
Your first login to VICIdial Admin: signing in as 6666/1234, the Welcome and Initial Setup screens, setting your defaults, and enabling every admin page on user 6666.
Read postInstalling VICIdial from the ViciBox ISO
The ViciBox ISO bundles the OS, Asterisk, and VICIdial into one prebuilt image. Here is what it includes, how the install flow works, and when the ISO is the right call.
Read postHow to Scrub Inactive Lists for Cellphones in VICIdial
Step-by-step: set a list inactive, pick the field to update, run the NANPA cellphone scrub, watch progress, and check the past-scrubs log.
Read postAdding a server in VICIdial Admin
How to add a new server record in VICIdial Admin: the five required fields, the rules for the server ID, and what happens after you submit the form.
Read postInstalling VICIdial from Scratch on Debian
How a from-scratch Debian build differs from Ubuntu: package names, defaults, and the same compile-Asterisk-then-install flow, with the Debian-specific snags called out.
Read postUsing the NANPA Exclusion Field and Value in VICIdial
The Exclusion Field and Exclusion Value pair tells a NANPA scrub which already-classified leads to skip, so you can re-scrub a list without re-checking records you trust.
Read postWhat the NANPA Batch Updater Does in VICIdial
A plain-English tour of VICIdial's NANPA batch updater: a manual cellphone scrub for inactive lists, the running-scrubs log, the inactive-lists picker, and scheduling.
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 postOperating System and Hardware Requirements for VICIdial
Which operating systems VICIdial supports, how to size CPU, RAM, and disk for your agent count, and why a dedicated box matters for a dialer.
Read postWhat Installing VICIdial Actually Involves
A plain tour of the moving parts a fresh VICIdial install needs: the telephony engine, the web app, the database, the keepalive crontab, and a carrier to dial out.
Read postThe VICIdial post-install checklist
A practical did-it-actually-work checklist for a fresh VICIdial box: confirm Asterisk and keepalive are running, fix the clock, add a carrier, create a phone, load a list, place a test call.
Read postHow NANPA List Conversions Route Scrubbed Leads
The NANPA scrub can move scrubbed leads into separate lists. Drop a list ID into the Cellphone, Landline, or Invalid field and matching records get relocated automatically.
Read postModifying 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 postSingle-server vs clustered VICIdial: when one box is enough
When a single VICIdial box handles your call volume, what a cluster of dialers adds, and the real tradeoffs in cost and complexity before you split things up.
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 postHow to Bulk-Delete DIDs in VICIdial (and Why You Can't Delete -default-)
DID Bulk Delete removes inbound numbers in one pass, but the -default- DID is protected because deleting it breaks inbound call handling.
Read postHow to Bulk-Copy DIDs From One DID's Settings in VICIdial
Use DID Bulk Copy to clone one configured DID's settings onto a pasted list of new inbound numbers in seconds, with a built-in duplicate check.
Read postWhat the Bulk Phone Insert Page Does in VICIdial
The Bulk Phone Insert page creates phone extensions across your servers in one pass - here is every field it asks for and why there is no undo.
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 the STATE FILL Method Does When Bulk-Adding Caller IDs
STATE FILL takes one caller ID and fans it out to every area code in that number's state - one Florida CID becomes 19 entries.
Read postHow to Bulk-Delete Users in VICIdial Safely
User Bulk Delete removes many accounts at once, but it refuses to delete your own login and any user currently working as an agent - here is the safe way to use it.
Read postWhen to Turn On Force PW Change for Bulk-Copied Users
Bulk-copied VICIdial users get a password equal to their user number - Force PW Change makes them set a real one on first login. Here is when to use it.
Read postHow to Bulk-Add Area-Code Caller IDs With STATE LOOKUP
STATE LOOKUP reads the first three digits of each caller ID, maps the NANP area code to a US state, and fills the description automatically.
Read postHow to Bulk-Add Caller IDs From a CSV List in VICIdial
The CSV method lets you paste NPA,CID,DESCRIPTION,ACTIVE rows to control every area-code caller ID field, including a STATE-type format for CID groups.
Read postHow to Bulk-Delete Area-Code Caller IDs From a Campaign
AC-CID Bulk Delete removes area-code caller IDs from a campaign or CID group, with a Clear All CIDs option that wipes the whole list at once.
Read postHow to Bulk-Insert Phone Extensions Across Multiple Servers
Bulk Phone Insert takes a list of server IPs and a list of extensions and creates every combination - here is how to populate phones across a multi-server VICIdial setup.
Read postWhat Create Alias Entries Does for Phone Login Load Balancing
Create Alias Entries ties the same extension across servers under one alias id so phone-login load balancing works in the agent interface - here is how it fits together.
Read postHow to Blind-Monitor a VICIdial Agent by Session ID
Dial 0 plus the agent's session ID to silently listen to a live call, or use extension 8162 to roam between agents without hanging up.
Read postHow to Use the CID_change.agi Script to Change Caller ID
CID_change.agi swaps the outbound caller ID on any call that passes through it, letting you pick a fixed number or pull from a CID group that matches the destination area code.
Read postHow to Record an After-Hours Message by Phone
Dial 8168 from a VICIdial-attached phone, record your after-hours greeting, save it, and enter the filename in the In-Group's after-hours message field.
Read postHow to Record an Answering-Machine Message by Phone
Dial 8168 from any VICIdial-attached phone, record your message, save it, then paste the filename into the Answering Machine Message field on the Campaigns screen.
Read postHow to Write a Custom AGI Script for VICIdial
AGI scripts let you run any external program during a live call to look up data, change routing, or set variables — here is how to write one from scratch for VICIdial.
Read postHow to Find a VICIdial Agent Session ID
The VICIdial Real-Time report lists every logged-in agent alongside their current session ID, which you need to blind-monitor or barge in to a live call.
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 postVICIdial Blind Monitoring Explained
Blind monitoring lets a supervisor listen silently to an agent and customer call. Learn how it works, when to use it, and how it differs from barge-in.
Read postHow to Build Click-to-Dial With the VICIdial Agent API
The VICIdial Agent API's external_dial function lets your web app or CRM trigger an outbound call on an agent's live session with a single HTTP request.
Read postHow to Push Leads From Your CRM Into VICIdial
Use the VICIdial Non-Agent API's add_lead function to push records from any CRM into a campaign list in real time, without touching the VICIdial admin panel.
Read postHow to Sync Call Dispositions Out of VICIdial
Pull call outcome codes from VICIdial into your CRM or data warehouse using the Non-Agent API's update_log_entry export and direct database queries on vicidial_closer_log.
Read postChanging list settings with update_list
Edit, reset, or delete a VICIdial calling list over HTTP with update_list. Required fields, the reset and delete flags, custom fields, and responses.
Read postHow to create an inbound DID with the add_did API
Create an inbound DID and route it to an in-group, extension or call menu over HTTP with the VICIdial add_did API function.
Read postChanging a registered phone with update_phone
Edit or delete an existing extension over HTTP with the update_phone Non-Agent API function, including required fields, permissions, and responses.
Read postEditing campaign dial presets with update_presets
Add, edit, list or delete a campaign's quick-dial presets over HTTP using the VICIdial update_presets API function.
Read postEditing a phone group with update_phone_alias
Change or delete an existing phone alias over HTTP with update_phone_alias. Required fields, the delete_alias flag, permissions, and responses.
Read postHow to create a calling list with the add_list API
Create a new VICIdial calling list over HTTP with the add_list function. Required fields, optional settings, copying custom fields, and responses.
Read postReading a list's details with list_info
Pull a lead list's name, campaign, active flag and lead counts straight from VICIdial with the list_info API function.
Read postListing your campaigns with campaigns_list
Dump every campaign's ID, dial method, dial level and dial prefix in one read-only call with the VICIdial campaigns_list API.
Read postGrouping phones with add_phone_alias
Create a phone alias that maps one login to several phones using the add_phone_alias Non-Agent API call. Fields, permissions, and example responses.
Read postHow to change campaign settings with update_campaign
Change dial level, dial method, hopper level and more on a live VICIdial campaign over HTTP with the update_campaign API.
Read postVICIdial user levels (1 to 9) explained
What each VICIdial user level unlocks, from a level 1 agent who can only take calls to a level 9 manager with full administrative control.
Read postHow to copy a VICIdial user to create a new one
Use the Copy A User screen in VICIdial to clone an existing account's settings into a new one — just supply a new ID, password and full name.
Read postHow to modify a VICIdial user's settings
How the Modify User screen works in VICIdial, the difference between agent and admin interface options, and why some changes only apply at the next login.
Read postHow to add a new VICIdial user
A step-by-step walkthrough of the Add A New User screen in VICIdial, covering the four required fields and what happens after you submit.
Read postHow to search for a VICIdial user
Find any account fast with the Search For A User screen in VICIdial — filter by name, user ID, user level or group instead of scrolling the full list.
Read postHow to live-monitor agents from your mobile phone
Walk through the full setup to blind-monitor any agent through your cellphone using VICIdial's Real-Time Report and a dedicated Phones entry.
Read postWhat the AGENT DID route does
The AGENT DID route tells VICIdial to send an inbound call directly to one specific user rather than a queue, call menu, or general in-group.
Read postHow to transfer a remote-agent call to a phone number via the API
Use ra_call_control with stage=EXTENSIONTRANSFER and a phone_number parameter to blind-transfer a VICIdial remote-agent call to any number reachable through the server's default dialplan context.
Read postHow to add a cellphone Phones entry for monitoring
Create an External-type Phones entry in VICIdial that lets the system dial your cellphone when you trigger live monitoring from the Real-Time Report.
Read postHow to run a VICIdial agent on a home phone
Create an EXTERNAL phone entry in VICIdial so an agent can log in from a home phone and take calls without a SIP softphone.
Read postHow to set the dialplan number for an external-phone agent
The dialplan number on a VICIdial external phone record must be the full number exactly as dialed from your phone system — including any outside-line prefix like a leading 9.
Read postHow to transfer a remote-agent call into an in-group via the API
Use ra_call_control with stage=INGROUPTRANSFER and an ingroup_choices parameter to send a VICIdial remote-agent call into a queue in-group from an external application.
Read postWhat the EXTERNAL client protocol setting means
Setting client protocol to EXTERNAL tells VICIdial the device will not register as a SIP client, so the system dials out to the agent's phone number instead of waiting for a registration.
Read postWhat the external phone type in VICIdial does
The external phone type tells VICIdial that the agent's audio device is an off-platform phone the dialer must call out to, not a SIP endpoint that registers on the server.
Read postWhat happens when a direct-agent call has no one to answer
When no agent answers a direct-to-agent call before the AGENTDIRECT drop timeout, VICIdial fires the User Unavailable Action — most often sending the call to voicemail.
Read postHow to point a DID at a specific logged-in agent
Route an inbound DID directly to one VICIdial agent by setting DID Route to AGENT, picking the User Agent, and assigning an AGENTDIRECT in-group.
Read postWhat the AGENTDIRECT in-group does
AGENTDIRECT is a special VICIdial in-group that holds a direct-to-agent call in queue until the agent answers or the drop timeout fires.
Read postWhy a Remote Agent user needs level 4 or higher
VICIdial remote agents must have user level 4 or higher to log in through the vdremote.php web page; lower-level users can still receive forwarded calls but cannot access the web login.
Read postHow the LISTEN column in the Real-Time Report works
The LISTEN column in VICIdial's Real-Time Report lets you blind-monitor any active agent through a phone of your choice — here is what makes it appear and what it does.
Read postWhat the ra_call_control API does
ra_call_control is an agent API function that lets an external app hang up or transfer a call a remote agent is currently handling, and optionally log a disposition.
Read postHow to set up a Remote Agent to take inbound, outbound, or blended calls
A VICIdial Remote Agent can handle inbound calls, outbound calls, or both at once depending on the Campaign and inbound group fields you fill in when creating the record.
Read postThe three stages of ra_call_control explained
ra_call_control has three stage values — HANGUP, EXTENSIONTRANSFER, and INGROUPTRANSFER — each requiring different extra parameters and producing different outcomes for the call.
Read postWhat the vdremote.php remote login page is for
vdremote.php is a lightweight web page where remote agents flip their status ACTIVE or INACTIVE and see incoming call info without the full VICIdial agent screen.
Read postHow to use a cell phone as your agent line
You can connect a VICIdial agent using a mobile phone by creating an EXTERNAL phone entry with the cell number as the dialplan number — no SIP app needed.
Read postWhen to use DEFAULTINGROUP in an in-group transfer
DEFAULTINGROUP is a reserved ingroup_choices value that routes the call back to the in-group or campaign that originally sent it to the remote agent, without your app needing to know that name.
Read postWhy an external-phone agent needs the right Local GMT setting
The Local GMT field on a VICIdial external phone record sets the agent's timezone offset and does not adjust automatically for Daylight Saving Time — a wrong value skews call-time logic.
Read postWhen to use ---ALL--- in the RA Extensions User Start field
The ---ALL--- token in VICIdial's RA Extensions User Start field applies a DID extension override to every call, regardless of which remote agent receives it.
Read postHow to log in and go ACTIVE on vdremote.php
To go active on vdremote.php, open the URL on your server, sign in as a level-4 VICIdial user, change Status to ACTIVE, and click SUBMIT. Allow up to a minute for the change to take effect.
Read postHow to hang up a remote-agent call with ra_call_control
To hang up a call a remote agent is on, send a ra_call_control request to agc/api.php with stage=HANGUP, the call ID in value, and the agent username in agent_user.
Read postHow to disposition remote-agent calls from vdremote.php
When a call arrives on vdremote.php, the screen shows caller ID and call details. After the call ends, the agent picks a disposition code from a dropdown and submits it to close the record.
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 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 postWhat Queue Priority does when agents handle calls and email
Queue Priority decides whether an email group's items get answered ahead of calls and other groups when an agent is logged into more than one.
Read postWhat Cepstral is and why VICIdial TTS needs it
Cepstral is the text-to-speech engine that turns VICIdial prompt text into spoken audio, with SSML control over pronunciation, pitch, and volume.
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 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 postHow to assign a Music On Hold class to a campaign
A short walkthrough for building a Music On Hold entry in VICIdial and pointing a campaign at it so held callers hear the right audio.
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 the Web Form buttons on an Email Group do
The three Web Form fields on a VICIdial Email Group launch custom web addresses from buttons on the agent screen — here is how to wire them up.
Read postHow to use a TTS entry in a campaign audio field
Replace any campaign audio prompt with a text-to-speech entry by typing TTS followed by the entry id into the audio field.
Read postHow to read lead data aloud with TTS variables
Drop lead variables like --A--first_name--B-- into a VICIdial TTS entry to read a caller's own details back to them in the generated audio.
Read postWhat the three Cepstral licenses are for
Integrating Cepstral TTS with VICIdial means buying three licenses — Voice, Channel, and Save-to-file — each sold on a different basis.
Read postWhat Text-to-Speech is in VICIdial
Text-to-Speech turns typed text into spoken audio in VICIdial, but it depends on Cepstral being installed and a system setting being enabled.
Read postHow to mix TTS with recorded audio in one prompt
Drop audio tags into a VICIdial TTS entry to play recorded WAV files alongside spoken lead data inside the same prompt.
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 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 postWhat the Email Group ID and Group Name do
The Group ID and Group Name are two of the three required fields on a VICIdial Email Group — here is exactly what each one controls.
Read postHow to control TTS pronunciation with SSML
SSML lets you tell VICIdial's text-to-speech engine how to say numbers, letters, and account IDs instead of guessing the pronunciation.
Read postWhat the TTS ID and TTS Name fields are
The TTS ID is the unique short identifier for a Text-to-Speech entry; the TTS Name is the descriptive label. Here is how each one is used.
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 postHow to pick a voice for Text-to-Speech
The TTS Voice setting decides which Cepstral voice reads your text aloud. Here is what it controls and why the default is Allison-8kHz.
Read postHow to add a Text-to-Speech entry in VICIdial
Step-by-step on creating a Text-to-Speech entry in VICIdial, including the three required fields and the prerequisites that make it speak.
Read postWhat the Email Group Color does on the agent screen
The Group Color is a required Email Group field that drives the alert color agents see when a new email arrives — including the hex gotcha that breaks the screen.
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 postWhat the Active field on an Email Group controls
The Active field is the on/off switch for a VICIdial Email Group — here is what Y and N actually do to inbound mail routing.
Read postHow to add a phone with the add_phone API
Add a VICIdial phone entry over HTTP with the add_phone function — required fields, protocol options, and the responses you get back.
Read postHow to email a phone's voicemail to the agent
Fill the Email field on a VICIdial phone entry and voicemail messages are sent to that address, with an option to delete the local copy after.
Read postWhat a Phone Alias Is and Why Hot-Desking Needs One
A phone alias is one login that maps to several VICIdial phones across servers, so agents land on the least-loaded dialer automatically.
Read postHow to set Local GMT on a VICIdial phone
Local GMT tells VICIdial the time-zone offset of a phone's location so customer and local times display correctly. Here is how to set it.
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 postHow to Set Up Phone Aliases, Step by Step
A walkthrough for building VICIdial phone aliases: create matching phones on each dialer, then tie them together with one alias login.
Read postHow to set up a voicemail box on a VICIdial phone
Set the Voicemail Box field on a phone entry so unanswered calls record a message and the agent's VOICEMAIL button works.
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 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 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 postHow to update or delete a phone with the API
The update_phone function edits an existing VICIdial phone or removes it entirely — same endpoint, one flag decides which.
Read postHow a Phone Alias Keeps Agents Online When a Dialer Fails
When a VICIdial server fails, agents on a phone alias just log out and back in to land on a healthy dialer — no credential changes.
Read postWhen to use Conf Override Settings on a phone
Conf Override Settings lets one VICIdial phone carry custom Asterisk config — but only when no template is set and conf generation is on.
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 Allowed Codecs field does on a VICIdial phone
The Allowed Codecs field sets the audio codecs a VICIdial phone may use. Here is what it does, the format it expects, and when to leave it blank.
Read postWhy Every Phone in an Alias Needs the Same Login Password
A phone alias only works if all its phones share one login password — here is why that rule exists and what breaks when you ignore it.
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 postActive 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 postHow to create a phone alias with the add_phone_alias API
A phone alias groups several phone logins under one name so a single login can ring a set of phones. Here is how to create one over the API.
Read postHow to add many phones at once in VICIdial
Loop the add_phone API over a list of extensions to create dozens of phones at once, then run one refresh to make them all live.
Read postHow to protect phone settings with a conf file template
Use a conf file template to lock the Asterisk settings behind your VICIdial phone entries so a careless edit can't break registration.
Read postWhat Unavailable Dialplan Forward does on a VICIdial phone
Unavailable Dialplan Forward sends an unanswered call to another extension instead of dropping it into the phone's voicemail box.
Read postHow to find call recordings for a single phone
The Phone Call Recordings link jumps to the User Stats report for whoever used the phone, with their call stats and recordings.
Read postHow to safely delete a VICIdial phone entry
Deleting a VICIdial phone is a deliberate two-step confirmation, and it only works with a user account that has delete permission.
Read postHow Phone Aliases Balance Agents Across Servers
Phone aliases spread agents evenly across a VICIdial cluster by sending each login to the dialer with the fewest local agents.
Read postWhat is the VICIdial dialplan number?
The VICIdial Dial Plan number is the number you dial to make a phone ring. It is defined in Asterisk's extensions.conf. Here is how it works.
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 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 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 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 postFix the Reserved Dialplan Number warning
The VICIdial Reserved Dialplan Number warning means the number you picked cannot be dialed. Here are the reserved ranges and how to choose another.
Read postVICIdial login password vs registration password
Two VICIdial phone passwords get confused constantly: the web Login Password and the SIP Registration Password. Here is what each one does.
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 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 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 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 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 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 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 postWhat is the VICIdial registration password?
The VICIdial Registration Password is the SIP or IAX secret your phone uses to connect. Here is its limit, its default, and where it lives.
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 postHow to set a strong VICIdial phone password
The default VICIdial Registration Password is test, which is a security hole. Here is how to pick a strong one within the allowed character set.
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 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 postWhat is the VICIdial phone extension?
The VICIdial Phone extension field is the phone's Asterisk name without the protocol prefix. Here is the no-dashes rule and how it pairs with Protocol.
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 anyone callbacks go back into the hopper
When an ANYONE callback reaches its scheduled time, VICIdial returns the lead to the hopper and marks it CALLBK so it gets dialed fast.
Read postHow to write a filter that calls only certain area codes
Use a VICIdial lead filter to match phone-number prefixes so your campaign dials only the area codes you want, then test it before enabling.
Read postHow to test a filter with Test On Campaign before enabling it
The Test On Campaign tool previews how many VICIdial leads remain dialable under a filter, so you never starve a live campaign by mistake.
Read postHow to make the callback status line blink red
Step-by-step guide to setting the Scheduled Callbacks Alert option so the agent callback line blinks red when a callback comes due.
Read postWhat the My Callback checkbox does
The My Callback checkbox decides whether a VICIdial callback is reserved for you or handed back to the whole team.
Read postWhat a scheduled callback is in VICIdial
A scheduled callback is a lead an agent flags to be contacted again at a set future date and time, in one of two flavors.
Read postHow to set the date and time on a callback
How a VICIdial agent picks the future date and time for a callback, and what the calendar limits mean.
Read postHow to email an agent when their callback triggers
Use Send Callbacks Email plus the AGENT_CALLBACK_EMAIL container to email an agent when a USERONLY callback hits its trigger time.
Read postHow to enable scheduled callbacks per agent
Turn on the VICIdial user option that lets each agent save a CALLBK callback after the campaign option is already enabled.
Read postWhat the Scheduled Callbacks Alert setting does
The Scheduled Callbacks Alert setting turns the agent callback status line red or blinking when AGENTONLY callbacks hit their trigger time.
Read postHow to write a filter on a custom lead field
Filter VICIdial leads on a custom field like vendor_lead_code so your campaign dials only the segment you choose, and test it before enabling.
Read postHow to turn on scheduled callbacks for a campaign
Flip the campaign Scheduled Callbacks option so agents can disposition leads as CALLBK and book them for a later date and time.
Read postHow to disposition a call as CALLBK
Walk through how a VICIdial agent ends a call as CALLBK and picks the exact date and time to reach the lead again.
Read postHow to write a filter that calls only certain time zones
Filter VICIdial leads by GMT offset so your campaign only dials contacts whose local time is inside your calling window, with a test before you enable.
Read postAnyone vs user-only callbacks in VICIdial
ANYONE callbacks rejoin the campaign pool for any agent; USERONLY callbacks stay locked to the rep who set them. Here is when to use each.
Read postHow to write a filter based on called-count
Use the called_count column in a VICIdial lead filter to dial only leads with the right number of attempts, then preview the result before enabling.
Read postThe agent scheduled callbacks calendar explained
How the 12-month VICIdial callback calendar works on the agent screen, and what limits the days an agent can pick.
Read postHow to give agents user-only callbacks
Enable the VICIdial Agent only callbacks user option so an agent can reserve a CALLBK lead for themselves instead of the shared hopper.
Read postHow to write a filter that calls only certain states
Build a VICIdial lead filter with a one-line SQL fragment so your campaign dials only the states you choose, then test it before going live.
Read postHow to set a callback from the agent screen
A step-by-step walkthrough of how a VICIdial agent schedules a callback right from the live call screen.
Read postLIVE vs ACTIVE callbacks explained
In VICIdial, ACTIVE callbacks are set but not yet due and LIVE callbacks have hit their trigger time. Here is the difference.
Read postVICIdial scheduled callbacks explained
A plain-English guide to VICIdial scheduled callbacks: ANYONE vs USERONLY, how to set them, the campaign and user options that turn them on, and how managers run them.
Read postWhat the CALLBK lead status means
CALLBK marks a lead as a due scheduled callback that has rejoined the hopper, so the dialer treats it as a priority and calls it fast.
Read postHow to write a filter that excludes recently called leads
Use a small SQL fragment in a VICIdial lead filter to skip leads you have already dialed in the last few days, then test it before going live.
Read postHow user-only callbacks get dialed
USERONLY callbacks never rejoin the shared pool; the agent who set them dials them from their personal callbacks list when convenient.
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 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 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 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 postHow to turn on the "QC Features enabled" system setting
Quality Control in VICIdial stays completely hidden until you flip one master switch. Here is where to find it and what it unlocks.
Read postWhat the QC Claim Limit setting does
QC Claim Limit caps how many unfinished review calls one agent can hold at once, keeping the queue moving instead of stalling.
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 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 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 postHow to Activate or Deactivate a QC Scorecard
Toggle a VICIdial QC scorecard on or off with the Active checkbox on the QC Scorecards page, no form submit needed.
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 to Create a QC Template Settings Container
Step-by-step guide to building a QC_TEMPLATE settings container in VICIdial so the right dispositions feed your quality control queue.
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 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 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 postVICIdial QC Scorecard Explained
A QC scorecard is a named list of scored checkpoints a reviewer works through while grading a recorded call.
Read postHow to Add a QC Scorecard
Add a new VICIdial QC scorecard with the three-field form on the QC Scorecards page, then add checkpoints so it can be used.
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 postVICIdial QC Status Template Explained
A QC status template is a list of dispositions that decides which finished calls land in the quality control queue for review.
Read postHow to set up VICIdial Quality Control in 7 steps
A plain walkthrough of the seven steps that take VICIdial Quality Control from a hidden feature to calls being scored and reported.
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 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 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 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 postHow to Delete a QC Scorecard Safely
Delete a VICIdial QC scorecard with the DELETE button and its confirmation prompt, and know when to deactivate instead.
Read postWhat QC Expire Days does to unclaimed calls
QC Expire Days sets how long an unclaimed review call stays available before it drops off the queue. Claimed calls do not expire.
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 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 postWhat HUC statuses (enhanced disconnect logging) tell you about failed calls
An HUCXXX status is an enhanced disconnect-logging level 3 record, where XXX is the carrier disconnect code that ended the call.
Read postDiagnosing choppy or robotic audio on agent calls
Choppy, robotic, or garbled call audio almost always comes from the RTP path: jitter, packet loss, a codec mismatch, or a CPU-starved dialer.
Read postWhy agent screen buttons stop responding mid-shift
When agent screen buttons go dead mid-shift, the Agent Debug Log Report shows the clicks and AJAX calls so you can tell network from workstation from database.
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 postWhen the Dispo Call URL doesn't fire: finding it in the URL Log
The Dispo Call URL is meant to fire on disposition, and the URL Log Report records each request so you can prove whether it actually went out.
Read postDiagnosing intermittent agent disconnects across a shift
Random agent disconnects that you can't reproduce are best traced with the Agent LAGGED, Agent Latency, and Latency Gaps reports read together.
Read postWhy two agents end up in the same session talking to each other
Two agents hearing each other instead of customers almost always means a previous agent never logged out cleanly and left the session open.
Read postWhen live monitoring connects but you can't hear the call
Monitoring shows connected but the manager hears nothing. The Real-Time Monitoring Log confirms the session happened; no audio almost always means phone, conf, or codec.
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 postWhen AMD marks live people as answering machines: how to diagnose it
Answering Machine Detection that flags live customers as machines drops real prospects. Here is how to read the AMD Log and tune sensitivity.
Read postWhy some form fields reject spaces, dashes, and special characters
VICIdial strips many special characters from form fields on purpose, because certain character combinations can corrupt or delete data in the system.
Read postDiagnosing API integration failures with the API Log Report
When a CRM integration stops pushing leads or updating dispositions, the API Log Report filters by user, function, and result so you can see exactly what failed.
Read postHow to check the SIP registry on the Asterisk Debug Page
The Asterisk Debug Page shows SIP Peers and Registry from the dialer itself, so you can confirm whether a phone or trunk is actually registered.
Read postDiagnosing agent session problems with the Latency Gaps Report
A latency gap is a missing stretch of agent latency log entries while an agent was supposed to be logged in, and those gaps often explain agent-screen session trouble.
Read postDiagnosing a 3-way transfer that won't connect using the press log
When a 3-way transfer never reaches the outside party, the 3-Way Press Log Report shows exactly which step failed using its Results events.
Read postDiagnosing slow reports and why they can stall the whole system
Slow reports do more than test your patience — they can stall the whole dialer. The Admin Report Log Viewer shows each report's run time so you can find the offender.
Read postDiagnosing calls that drop while the customer is on hold
Customers vanishing while parked on hold is measurable. The Agent Parked Call Report shows holds per agent, average hold time, and how many dropped while parked.
Read postWhen an agent can't hear the customer but the customer hears them
One-way audio means RTP is flowing in only one direction, almost always blocked by NAT, a firewall, or routing on the agent's leg.
Read postWhat the PDROP status means and why it points at carrier behaviour
PDROP is a pre-routing dropped call, hung up the instant the Answer signal arrives, which is the fingerprint of a carrier false answer.
Read postWhen the WEBFORM button does nothing: tracing it in the URL Log
The WEBFORM button click is recorded in the URL Log Report, so you can prove whether the request fired and where the broken link really is.
Read postWhy calls ring but never connect to an agent
Calls that ring out, drop, or sit unanswered usually trace back to the hopper, agent availability, or a carrier that never sends a real answer.
Read postWhen recordings exist but have no sound: what to check
A recording file that exists but plays silent points at the RTP and mux path: codec, recording format, and the recording delay rather than missing files.
Read postWhy so many calls land on NA (no answer) and what it really means
NA is No Answer AutoDial, a catch-all for any outbound call that never gets an Answer signal, from ring-no-answer to congestion to plain errors.
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 postDiagnosing recording-access questions with the Recording Access Log
When someone asks who listened to a recording, the Recording Access Log answers it — search by access date, recording date, or the user who did the listening.
Read postDiagnosing high agent latency: the reports that point to the cause
Use the Agent Latency Report and Latency Gaps Report to tell whether agent-screen lag is the network, the workstation, or the server.
Read postWhat CONGESTION means in VICIdial and how to stop it
CONGESTION means the carrier couldn't place the calls you sent. It's a capacity or route problem on their side, or you over-dialed. Here's how to confirm and back off.
Read postHow to read the User Group Login Report to confirm where an agent logged in
Use the User Group Login Report to confirm an agent's most recent login: campaign, server IP, computer IP, extension, and phone login.
Read postHow to read the Inbound DID Detail Report to trace a single inbound call
Use the Inbound DID Detail Report to follow one inbound call by DID and tell where it actually routed versus where the number points today.
Read postAgent screen frozen or stuck loading: what to check first
A frozen VICIdial agent screen is almost always the agent's network or workstation. Here's the order to check, and which reports prove it.
Read postHow to read the Webserver-URL Report on a multi-server setup
The Webserver-URL Report bundles three logs that show which web server an agent hit and which page version they got on a cluster.
Read postHow to read the Admin Report Log Viewer and spot slow-running reports
The Admin Report Log Viewer lists every report pulled, with compile time. Here is how to find the slow report that is dragging your system.
Read postHow to read the 3-Way Press Log Report and what each result means
Decode every row of the 3-Way Press Log Report, from Started to Transfer, and tell a clean handoff from a failed one at a glance.
Read postWhy agents get logged out with a LAGGED message and how to fix it
A LAGGED message means the agent screen's heartbeat to the dialer fell behind. Here's how to confirm it in the LAGGED reports and what to change.
Read postWhat CHANUNAVAILABLE means and why it's usually a line-count problem
CHANUNAVAILABLE means the dialer ran out of lines before it could hand the call to the carrier. It's a local capacity limit, not a carrier reject.
Read postWhat hangup cause 17 (user busy) tells you about your list
Cause 17 is a real busy signal, logged as the AB status. A high rate is usually a list-quality or redial-timing problem, not a system fault.
Read postHow to read the Recording Access Log to see who opened a recording
The Recording Access Log is your audit trail for call recordings. Here is how to search it by user, access time, or recording date.
Read postWhat SIP Cause 18 (request timeout) means on your VICIdial calls
Cause 18 means the far end never answered in time. Here is what it tells you about your list and carrier, and what to check first.
Read postWhat hangup cause 21 (call rejected) means and who's rejecting it
Cause 21 means something actively refused your call. Usually it's caller-ID reputation. Here's who rejects and what to change.
Read postRecordings missing in VICIdial: where they go and how to find them
A recording you expected is not there. Where VICIdial recordings actually live, why one might never exist, and how to confirm it.
Read postWhat sales-per-hour means and how VICIdial computes it
Sales-per-hour in VICIdial is sales divided by talk time, but one report divides by system time instead. Here is how to read both.
Read postHow to add a custom report to the Reports page
VICIdial lets you bolt your own reports onto the REPORTS page. Here is where the Custom Report Admin page lives and how to add one.
Read postHow to use the Asterisk Debug Page to check SIP peers and registry
The Asterisk Debug Page surfaces live SIP peers, registry status, and the last 1000 CLI lines so you can confirm a trunk is registered without SSH.
Read postHow to read the Agent Latency Report when the agent screen feels slow
The Agent Latency Report charts the web-connection latency of logged-in agents over a day. Here's how to read it when the screen feels sluggish.
Read postHow to read the LAGGED Summary Report and spot lag clusters over time
The LAGGED Summary Report charts agent lag events on a timeline so you can see clusters instead of single stutters. Here's how to read the pattern.
Read postHow to read the Caller ID Log Report to see which CIDs you've burned
The Caller ID Log Report breaks calls down by the caller IDs a campaign used, so you can see which numbers are burned and rotate them before they go spammy.
Read postTEXT vs HTML report format: which to pick
VICIdial reports come in TEXT and HTML formats. Here is the practical difference and when to pick each, plus where to set your default.
Read postHow to read the Dial Log Report and what the SIP codes mean
The Dial Log Report groups every placed call by its SIP response code. Here is how to read each column and turn a wall of codes into a real diagnosis.
Read postHow to read the Agent LAGGED Report to find which dialer is struggling
The Agent LAGGED Report pins lag to a specific dialer and lists every lagged event by user, campaign, and time. Here's how to read both halves.
Read postHow to read the URL Log Report to debug webhook and webform calls
The URL Log Report records every URL VICIdial requested — dispo call URLs and WEBFORM clicks. Here's how to read it to find why a webhook or webform failed.
Read postHow to read the SIP Event Report and spot false answers
The SIP Event Report sorts SIP messages by ring-time and other criteria. Here is how to enable it and use it to catch false answer supervision.
Read postHow to read the Agent Parked Call Report to see hold-time drops
The Agent Parked Call Report shows parked calls by agent and timeframe for one day, the average time on hold, and how many callers dropped while waiting.
Read postHow to read the Latency Gaps Report and what a gap actually means
A latency gap is a missing stretch of latency log entries while an agent was supposed to be logged in. Here's how the Latency Gaps Report reveals session trouble.
Read postHow to read the Hangup Cause Report and find why calls drop
The Hangup Cause Report shows the carrier hangup causes for all outbound calls. Here is how to filter it to specific causes and find why calls drop.
Read postHow to read the Real-Time Monitoring Log Report to see who listened in
The Real-Time Monitoring Log Report shows which manager monitored which agent, when, for how long, and what kind of session it was.
Read postHow VICIdial decides a call counts as a sale
VICIdial counts a call as a sale based on one setting on the call status: the Sale attribute. Here is how it works and where it shows up in reports.
Read postWhat first-call resolution is and how VICIdial computes it
First-call resolution in VICIdial is calls handled divided by leads handled. Here is where the column lives and how to read it.
Read postHow to read the AMD Log Report when answering-machine detection looks wrong
The AMD Log Report shows the result of answering-machine detection on each placed call. Here is how to read it and tell real misfires from carrier noise.
Read postHow to read the API Log Report when an integration stops working
The API Log Report shows API entries for a date and time range, filterable by API User, Agent User, Function, and Result, so you can find why an integration broke.
Read postHow to read the Agent Debug Log Report to trace one agent's session
The Agent Debug Log Report records nearly every button click and back-end call for one agent session, so you can replay exactly what their screen did.
Read postThe VICIdial troubleshooting playbook: where to start when something breaks
A symptom-first guide that routes you from what's broken — dead dials, false answers, slow agent screens, drops on hold — to the exact VICIdial report that holds the answer.
Read postHow to run a report against archived data
Older VICIdial call data moves to archive tables. Use the Search archived data checkbox to run a report against it without digging through SQL.
Read postHuman answered vs customer contact: what the difference means in reports
VICIdial reports lean on two status flags: human answered and customer contact. They sound similar but measure different things. Here is the difference.
Read postHow to read the Agent-Manager Chat Log when you need a record of a conversation
The Agent-Manager Chat Log lets you view and search internal chats between managers and agents, and between agents, when you need a written record.
Read postHow to read the Carrier Log Report when calls aren't going out
When calls won't connect, the Carrier Log Report shows every dial attempt and the response code the carrier returned. Here is how to read and download it.
Read postHow to read the Team Performance Detail Report
The Team Performance Detail Report rolls every agent into their user group so you can compare whole teams on calls, sales, and contact ratio.
Read postHow to read the User Stats page
The User Stats page bundles a dozen per-agent reports into one screen so you can see talk time, logins, calls and pauses for any date range.
Read postHow to read the User Group Login Report
The User Group Login Report shows when each agent in a group first and last logged in, plus the campaign, server, phone, and browser they used.
Read postHow to read the User Timeclock Detail Report
Queried by user group, this report lists every timeclock punch per agent alongside their total clocked time, the audit trail behind the hours total.
Read postHow to read the User Time Sheet
The User Time Sheet shows one agent's login, logout and call-summary times for a single day, the fast answer to where one person's hours went.
Read postHow to read the Agent Status Detail Report
The Agent Status Detail Report tallies the statuses each agent picked, with no time columns, plus the handy DNC/CI% field.
Read postWhat dead time is and why it inflates talk time
Dead time is the part of a call after the customer hangs up, and it quietly pads agent talk time unless you subtract it.
Read postWhat a good conversion rate looks like in VICIdial
Conversion rate is sales divided by the people you actually reached. Here is how to read it in VICIdial and what counts as a healthy number.
Read postWhat a good average talk time looks like and how it is measured
Average talk time is the time an agent spends on the line per call. Here is the formula, an honest range, and the exact VICIdial column that holds it.
Read postHow to read the User Timeclock Report
The User Timeclock Report totals clocked hours for one user or a whole user group, using only closed shifts that have a logout entry.
Read postHow to read the Performance Comparison Report
The Performance Comparison Report lines up calls, sales, and sales conversion across today, yesterday, and several prior days so trends jump out.
Read postWhat a good abandonment rate looks like and how it is measured
Abandonment rate is the share of inbound callers who hang up before an agent answers. Here is the formula and the exact VICIdial column that surfaces it.
Read postHow to read the Agent Inbound Status Summary Report
This inbound-only report tallies the statuses each agent picked and adds a percentage next to every one, so you can compare habits.
Read postWhat a good answer rate looks like and how VICIdial measures it
Your answer rate is the share of inbound calls an agent actually picked up. Here is the formula, an honest benchmark, and where VICIdial surfaces it.
Read postWhat service level (SLA) means and how VICIdial reports it
Service level is the share of inbound calls answered inside a target wait time. Here is how VICIdial reports it and what a good SLA looks like.
Read postWhat the DNC/CI% column tells you about an agent
DNC/CI% is Do Not Call per human answers, a quick flag for agents removing far more leads from the pool than their peers.
Read postWhat shrinkage is and how to spot it in VICIdial reports
Shrinkage is the gap between paid hours and hours actually spent handling calls. Here is how to estimate it from VICIdial timeclock and pause data.
Read postWhat a good dials-per-hour looks like in VICIdial
Dials per hour measures how many calls your dialer places per agent hour. Here is how to read it in VICIdial and what drives a healthy number.
Read postWhat average speed of answer is and how to read it
Average speed of answer is how long inbound callers wait before an agent picks up. Here is the formula and the VICIdial column that holds it.
Read postHow to read the Single Agent Daily Detail Report
The Single Agent Daily Detail Report shows one agent's dispositions per day across a date range, so you can see a pattern instead of one snapshot.
Read postWhat occupancy is and how VICIdial calculates it
Occupancy measures how much of an agent's logged-in time was spent on calls. Here is the exact formula VICIdial uses and what a healthy number looks like.
Read postHow to read the User Group Timeclock Status Report
A live, current-day report showing by user group who is logged into the timeclock and the agent interface, so managers can fix shift logins at a glance.
Read postHow to read the Agent Performance Detail Report
This report combines status counts with pause, wait, talk and dispo time for a full breakdown of an agent's shift on a campaign.
Read postWhat a good contact rate looks like and how VICIdial computes it
Contact rate is the share of dialed leads that reach a live person. Here is the formula, an honest benchmark, and where VICIdial surfaces the inputs.
Read postWhat wrap time is and how VICIdial estimates it
Wrap time is the after-call work an agent does before taking the next call. Here is what it covers and how VICIdial estimates it on the inbound report.
Read postHow to read the Fronter-Closer Report
The Fronter-Closer Report shows fronter stats on top and closer stats below, including transfers, sales, and the closer conversion percentage.
Read postHow to read the Called Counts List IDs Report
The Called Counts List IDs Report shows a called-count breakdown by status for one or more lists, optionally within a date range.
Read postHow to use the Export Leads Report
The Export Leads Report downloads one row per lead from VICIdial, no matter how many times it was dialed, as a spreadsheet-ready text file.
Read postExport Calls vs Export Leads: which one to use
Export Calls gives you one row per dial from the call logs; Export Leads gives you one row per contact. Here is how to pick the right one.
Read postHow to read the Lists Campaign Statuses Report
The Lists Campaign Statuses Report gives a per-list breakdown of lead statuses within a campaign, from total leads down to each status flag.
Read postHow to read the Lists Pass Report
The Lists Pass Report breaks down dial and contact stats for each pass through a list, so you can see whether reworking leads is still paying off.
Read postHow to read the Dialer Inventory Report
The Dialer Inventory Report shows how many leads are loaded and how many are still dialable across your lists and campaigns right now.
Read postHow to read the Outbound IVR Report
The Outbound IVR Report breaks survey-campaign calls down by the path each caller took through your call menu, with totals, drops, and timing per route.
Read postHow to find your best lead source in VICIdial
Use the Outbound Lead Source Report to compare source_id performance and spot which feed actually converts before you spend more on it.
Read postHow to read the Outbound Lead Source Report
The Outbound Lead Source Report breaks down call counts and statuses by source_id or vendor_lead_code across every list in a campaign.
Read postHow to export Outbound IVR call data
The Outbound IVR Export Report pulls the call-level detail behind your IVR campaigns, including the exact responses callers selected in the menu.
Read postHow survey point totals are calculated on the Callmenu Survey Report
TOTAL POINTS on the CallMenu Survey Report is simply the sum of the numeric values for every survey prompt a caller reached on the call.
Read postHow to read the Inbound Chat Report
The Inbound Chat Report summarizes chats handled, average handle time, and queue time for one or more chat groups over a date range.
Read postHow to read the Fronter-Closer Detail Report
The Fronter-Closer Detail Report lists every transfer from fronter to closer with FRONTER STATS and CLOSER STATS columns per agent.
Read postHow to read the Inbound Email Report
The Inbound Email Report summarizes how many emails your groups handled, how long they took, and how quickly agents answered them.
Read postWhat WAIT, TALK, DISPO, and DEAD time mean on the Agent Time Detail Report
WAIT, TALK, DISPO, DEAD, CUSTOMER, and CONNECTED each measure a slice of an agent's time. Here is exactly what each column counts.
Read postWhat System Release calls are on the interval report
System Release calls are dials the dialer ends on its own before any agent picks up, counted as their own line on the Outbound Summary Interval Report.
Read postHow to read the Email Log Report
The Email Log Report lists individual emails for a date range, showing what was received, viewed, or answered and by which agent.
Read postHow to use the Export Calls Report
The Export Calls Report pulls one tab-delimited row per call from your VICIdial logs, so you can analyze call activity outside the dialer.
Read postWhat a list pass is and why it matters
A list pass is one full cycle through a list's leads; the number of passes tells you how hard you've worked the data and how penetrated it is.
Read postWhat a fronter and a closer are in VICIdial
A fronter qualifies and transfers the call through an in-group using Local Closer; the closer receives that transfer and works the sale.
Read postHow to read the Campaign Status List Report
The Campaign Status List Report shows a campaign's lead statuses broken down by list, plus total calls, duration and handle time.
Read postHow to read the Agent Time Detail Report
The Agent Time Detail Report breaks an agent's logged-in time into wait, talk, dispo, and pause buckets so you can compare how time is spent.
Read postHow to read the Callmenu Survey Report
The CallMenu Survey Report shows survey responses two ways: per call for a single agent, or as a ranked summary across every agent.
Read postWhat lead penetration means on the Dialer Inventory Report
Lead penetration tells you how deeply a list has been worked, comparing how many leads you have dialed against how many remain callable.
Read postHow to Find How Many Agents You Need in VICIdial
Use VICIdial's forecasting report to size your agent pool for a target service level. Here is the step-by-step from call history to a staffing plan.
Read postHow to Read the VICIdial Inbound DID Report
A plain-English walk through the Inbound DID Report: per-DID call counts, the current route for each number, and the day-by-day and 15-minute activity views.
Read postLost, Routed, and Transfers on the Inbound DID Report
The LOST, ROUTED, and TRANSFERS columns on the VICIdial Inbound DID Report each count a different fate for a call. Here is exactly what each one means and why they differ.
Read postWhat Is an Erlang? VICIdial Forecasting Explained Simply
An Erlang is a unit of telephone traffic equal to one line busy for one hour. Here is a plain-English definition with a simple call-center example.
Read postHow to Read the Inbound Service Level Report in VICIdial
Learn how the VICIdial Inbound/Closer Service Level Report shows the X-second answer threshold, percent answered within target, and hold-time breakdowns.
Read postHow to Read the VERM Call Detail Report in VICIdial
Understand the VERM Call Detail report: the per-call fields it shows, the IVR events panel, and how to drill from a status into one single call.
Read postHow to Read the Inbound Forecasting Report in VICIdial
The Inbound Forecasting Report projects your hourly call volume and tells you how many agents you need to hit a target drop rate. Here is how to read every column.
Read postHow to Read the VICIdial Inbound DID Summary Report
The Inbound DID Summary Report rolls each phone number up into call counts, total minutes, and its current route. Here is how to read the per-DID summary view.
Read postHow to Read the VICIdial Inbound IVR / Callmenu Report
The Inbound IVR / Callmenu Report shows the paths callers took through your call menus and where they ended up. Here is how to read each path, drop count, and timing column.
Read postHow to Read the VERM Outcome Statuses Report in VICIdial
A plain walkthrough of the VERM Outcome Statuses report: how it breaks calls down by their final disposition and what each status count actually tells you.
Read postCalls Offered vs Answered vs Abandoned in VICIdial
The three core inbound counts in VICIdial defined plainly, how they relate, and how abandon rate is calculated from them.
Read postErlang B vs Erlang C in VICIdial Forecasting
Erlang B clears blocked calls, Erlang C queues them. Learn the difference and when each model fits an inbound or outbound VICIdial dialer.
Read postHow to Read the VICIdial Inbound Summary Hourly Report
The VICIdial Inbound Summary Hourly Report breaks call volume and outcomes down by the hour so you can spot peak periods and staff for them.
Read postHow to Read the VICIdial Inbound Report by DID
The Inbound Report by DID broken down per inbound number: what calls, drops, IVR transfers, and agent stats tell you about each DID.
Read postWhat Is Queue Time on VICIdial Inbound Calls?
Queue time and hold time on VICIdial inbound calls: what they measure, why they matter, and exactly where they appear in the Inbound Report.
Read postHow to Read the VICIdial Agent DID Report
The Agent DID Report shows which agents handled calls from which inbound numbers. Here is how to read the per-agent, per-DID breakdown and what it tells you.
Read postVICIdial Outbound Report Sections Explained
Each section of the VICIdial outbound report answers one question. Here is what dials, drops, no-answers, hangups, dispositions, and lists each tell you.
Read postWhat No-Answer (NA) Calls Mean on the Outbound Report
The No-Answer (NA) total on the VICIdial outbound report counts calls that never reached a person. Here is what it includes and why the rate climbs.
Read postHow to Read the Advanced Forecasting Report in VICIdial
The Advanced Forecasting Report adds Erlang C wait-time math and cost and revenue analysis on top of the basic version. Here is what is different.
Read postHow to Read the VICIdial Inbound Report
A plain-English walkthrough of every section of the VICIdial Inbound Report, from queue time to agent and in-group performance.
Read postWhat Is Grade of Service (GoS) in VICIdial?
Grade of Service is the probability a call is dropped before an agent answers. Learn what GoS means in VICIdial and how it drives your staffing.
Read postHow to Run a Custom Report in VICIdial's VERM Module
Build and run a VERM custom report in VICIdial: pick a queue and report type, set the date range, apply filters, and export the results to CSV.
Read postHow to Read the Outbound Summary Interval Report
The VICIdial Outbound Summary Interval Report breaks the day into 15, 30, or 60-minute slices so you can spot time-of-day patterns in volume and outcomes.
Read postHow to Read the VICIdial Outbound Calling Report
A plain walkthrough of the VICIdial Outbound Calling Report: dialed calls, drops, no-answers, hangups, dispositions, lists, and the time graph.
Read postHow to Read the VICIdial Inbound Daily Report
The VICIdial Inbound Daily Report shows day-by-day inbound totals next to week, month, and quarter figures so trends are easy to read.
Read postVICIdial Pricing & True Cost in 2026: The Complete Breakdown
VICIdial is free, open-source software — but running it isn't. Here's the honest 2026 breakdown of what VICIdial really costs: self-hosting vs managed hosting, per-agent vs per-server pricing, SIP minutes, and the hidden line items most pricing pages skip.
Read postHow to build a reporting queue in VERM
A VERM queue is a named bundle of campaigns and ingroups you report on together. Here is how to build one and why your queue scope decides every number.
Read postHow to read the VERM IVR Stats report
The VERM IVR Stats report shows the prompt paths your inbound calls followed and how many reached a queue versus hung up. Here is how to read every column.
Read postHow to read the VERM Calls Per Hour report
The VERM Calls Per Hour report slices a day into 30-minute intervals so you can see exactly when call volume, wait time, and staffing peak across the working hours.
Read postWhat the VERM Sales Per Day report shows
The VERM Sales Per Day report ties each date's sale count to the human-answered and customer-contact calls behind it, so you see daily close rate, not just raw sales.
Read postHow to read the VERM Agents report
A plain walkthrough of the VERM Agents report in VICIdial — what each sub-report tells you about login time, pauses, answered calls, and how busy your agents really were.
Read postWhat the VERM Agent Sessions View shows
The VERM Agent Sessions View is the comprehensive per-agent breakdown — login, talk, idle, wait, billable pause, call counts, conversion rates, and average talk time.
Read postHow to read the VERM Answered report
The VERM Answered report breaks down processed calls into answered and unanswered, then details call length, wait time, position, and per-agent activity.
Read postVERM IVR traversal paths explained
A VERM IVR traversal path is the chain of menus and keypresses a call followed. Here is how to read those paths and use them to fix confusing prompts.
Read postWhat the VERM transfers sub-report shows
The VERM transfers sub-report breaks transfers down per in-group. Here is how to read the counts and percentages and what they tell you about routing.
Read postHow to read the VERM Agent Occupancy report
The VERM Agent Occupancy report shows how busy agents were — total talk time divided by session time minus pause time, plus the billable and non-billable pause split.
Read postHow VERM decides a call was answered or unanswered
VERM counts a call answered when its log user id is anything other than VDAD or VDCL. Those two system ids mean no human took the call, so it counts as unanswered.
Read postThe VERM disconnections sub-report explained
The VERM disconnections sub-report breaks answered calls down by why they ended. Here is how to read the counts, percentages, and charts.
Read postWhat the VERM Agent Pause Detail report shows
The VERM Agent Pause Detail report breaks down sessions and pauses per agent — how often they paused, average pause length, and the share of session time spent paused.
Read postHow to read the VERM Unanswered report
The VERM Unanswered report isolates calls that never reached an agent. Here is how to read each sub-report so you know what is actually being lost.
Read postWhat the VERM Schedule Adherence report measures
The VERM Schedule Adherence per day sub-report counts how many distinct agents were logged in each day and what share of staffed agents each day held.
Read postWhat the VERM enhanced reporting module is
VERM is VICIdial's all-in-one reporting interface that pulls real-time, call-handling, and agent reports into one place built around queues you define.
Read postHow to read the VERM Calls by Day of Week report
The VERM Calls by Day of Week report rolls every call onto the seven weekdays so you can see whether Mondays really are busier and Fridays really do answer slower.
Read postHow to read the VERM Calls Per Day report
The VERM Calls Per Day report breaks answered and unanswered calls down by calendar date so you can spot which days carried the most volume and the longest waits.
Read postThe difference between VERM All Reports, Quick Reports, and Quick Agent Reports
VERM offers three report types. All Reports shows everything, Quick Agent Reports limits to five agent sections, and Quick Reports condenses to STATS and CALLS.
Read postWhat the VERM ACD Attempts report shows
The VERM ACD Attempts report breaks calls to and from agents down by campaign, ingroup, and queue, with lost and taken counts and ring-time stats.
Read postWhat the VERM IVR Goals report shows
The VERM IVR Goals report lists every goal calls reached and the exact path used to get there, with call-length stats. Here is how to read it.
Read postWhat the VERM Agent Session Detail report shows
The VERM Agent Session Detail report summarises how many distinct agents logged in over a date range, plus the average, shortest, and longest session lengths.
Read postHow to read the VERM Area Code report
The VERM Area Code report breaks answered and unanswered calls down by area code, with a tunable digit-length parameter. Here is how to read and configure it.
Read postWhat the VERM Inclusive SLA report shows
The VERM Inclusive SLA per day sub-report buckets answered calls by wait-second intervals and shows the share answered within each band, per day.
Read postWhat the VERM parked-calls-by-agent report shows
The VERM parked-calls-by-agent report counts how often each agent parks calls, drawn from the park_log table. Here is how to read it.
Read postWhat TRUNK SHORT and FILL Mean in VICIdial
The TRUNK SHORT/FILL numbers on the VICIdial real-time report, what they tell you about line capacity, and what to do when SHORT is high.
Read postSystem Statuses vs Campaign Statuses in VICIdial
System statuses apply everywhere; campaign and group statuses are scoped. Here is how VICIdial decides which set an agent sees.
Read postHow to Override VICIdial Statuses Per List or In-Group
Attach a Status Group to a list or in-group so those calls present a different disposition set than the rest of the campaign.
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 postWhat the VICIdial Real-Time Agent Colors Mean
Yellow, blue, white, purple, black: the agent state colors on the VICIdial Real-Time Main Report and why they darken over time.
Read postWhat Are VICIdial Status Groups and Why Use Them
Status Groups let you override a campaign's dispositions for calls placed within a specific list or handled by a specific in-group.
Read postHow to Change the Real-Time Report Display Options
The Choose Report Display Options panel in VICIdial: refresh rate, inbound NO/YES/ONLY, campaign and user-group selectors, and the extra toggles.
Read postShow Status Category Counts on the Real-Time Report
How to surface up to four Status Category disposition counts below the LEADS IN HOPPER line on the VICIdial Real-Time Main Report.
Read postVICIdial MIN SEC and MAX SEC: Gating Statuses by Call Length
The MIN SEC and MAX SEC fields decide whether an agent can pick a given status based on how long the call ran.
Read postHow to set up the 24-Hour Call Count Limit for Florida
Florida's mini-TCPA caps outbound sales calls at three per phone number in any 24-hour window. This guide shows exactly how to configure the 24-Hour Call Count Limit feature in VICIdial to stay compliant.
Read postWhen to use Parallel Stereo Recordings vs agent-controlled
Parallel Stereo Recordings guarantees a full-call stereo file regardless of agent actions. Agent-controlled recording is flexible but can leave gaps. Here is how to choose.
Read postHow to set the Stereo Rec Filename (and why it must differ)
The Stereo Rec Filename field controls what stereo call recording files are named. It must differ from the Campaign Rec Filename or stereo recordings will not work.
Read postWhy a recording plays back silent and how to fix it
Silent VICIdial recordings usually mean no audio path reached MixMonitor, DTMF muting stayed on too long, or stereo channels were misconfigured. Here is how to trace and fix each scenario.
Read postWhy the agent recording button does nothing and how to fix it
If the VICIdial agent recording button does nothing, the most likely cause is Campaign Recording set to NEVER. Here is how to diagnose and fix it.
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 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 filter your leads against the federal DNC list before loading
Federal DNC scrubbing must happen before leads enter VICIdial, not inside it. Here is the practical workflow for filtering and loading clean lists.
Read postHow to find recordings for one agent with Phone Call Recordings
Use the Phone Call Recordings link in VICIdial's phone stats to pull every recording for a specific agent quickly, without searching all recordings.
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 to offload old recordings off the dialer
Move VICIdial recordings to NAS, S3 via rclone, or a dedicated archive server using nightly rsync jobs to free local disk without losing compliance data.
Read postHow to start and stop a recording from your own app
A practical guide to wiring VICIdial's recording Agent API function into an external CRM or app so you control exactly when recordings start and stop.
Read postHow to keep recordings from filling your disk
WAV recordings fill disks fast. Use format conversion, retention cron jobs, and offloading to NAS or S3 to keep VICIdial's disk usage under control.
Read postParallel Rec Filenames and the CO, CM, FR prefixes
When Parallel Stereo Recordings run, VICIdial uses CO, CM, and FR prefixes by default. Custom Parallel Rec Filenames let you override those names per track.
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 postWhat the Recording Access Log shows and how to read it
The VICIdial Recording Access Log tracks every time a user opens a call recording. Learn what each field means and how to search it effectively.
Read postStereo Recording Agent Control explained: NEVER to ALLFORCE
Stereo Recording Agent Control has four modes — NEVER, ONDEMAND, ALLCALLS, and ALLFORCE — that decide how much say agents have over stereo call recordings.
Read postHow to record calls per DID instead of per campaign
VICIdial lets you override campaign recording on a per-DID basis using the Record Call field, so specific inbound numbers get their own recording rules.
Read postHow to tag a recording mid-call with the stage parameter
VICIdial's stage parameter lets you append a custom suffix to a recording filename at the moment you start it via the Agent API—making segments easy to identify later.
Read postDead Call Stop Recording: stop the tape when the customer hangs up
Dead Call Stop Recording ends a VICIdial recording the moment the customer disconnects, saving disk space and cutting wasted silence from recordings.
Read postHow to mute DTMF on inbound group recordings too
Campaign DTMF muting does not cover inbound groups automatically. You must enable the muting setting on each in-group separately for it to take effect.
Read postParallel Stereo Recordings explained: full call, every time
Parallel Stereo Recordings captures the entire call from the moment an agent receives it to when it leaves the agent session — no matter what agent-controlled recording does.
Read postHow to pull recordings in bulk for a date range
Use rsync or find+tar to bulk-pull VICIdial recordings from monitorDONE for a specific date range without touching the admin UI.
Read postHow to turn on recording for an inbound group
VICIdial's In-Group Recording Override field lets you set a recording mode per inbound group, independent of the campaign default.
Read postHow to download call recordings from VICIdial
Download individual VICIdial recordings from the Admin Recordings report as WAV or MP3, or pull files directly via SCP/SFTP for larger grabs.
Read postWhy you should never load the full federal DNC list into VICIdial
Loading 209 million DNC records into VICIdial's internal DNC table will break the system and still will not satisfy the FTC. Here is the right approach.
Read postHow to play back a call recording from the report screen
How to stream or download a VICIdial call recording directly from the Admin Recordings report screen, including permission requirements.
Read postHow to see which user listened to which recording
Use VICIdial's Recording Access Log to audit which manager or QA reviewer opened each call recording and when they accessed it.
Read postThe stereo_recording API function explained: BEGIN, END, STATUS
VICIdial's stereo_recording Agent API function starts and stops agent-controlled stereo recordings via BEGIN, END, and STATUS—here's exactly how it works.
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 postWhere VICIdial stores your call recordings on the box
VICIdial writes recordings to /var/spool/asterisk/monitor/ during a call and moves them to monitorDONE after hangup, organized by date.
Read postHow to read a VICIdial recording filename
VICIdial recording filenames are built from variable tokens like FULLDATE, AGENT, and CAMPAIGN. Here is what each token means and how to customize the pattern.
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 postActivating and Deactivating a VICIdial Carrier
The Active flag on a VICIdial carrier decides whether the trunk is written to the conf. Set it to Y to use the carrier, N to disable it cleanly.
Read postVICIdial Carrier Server IP: Which Server Uses the Trunk
The Server IP field on a VICIdial carrier decides which box runs the trunk. Set it to one server, or use 0.0.0.0 to put it on all of them.
Read postVICIdial Carrier Template ID and Conf File Templates
The Template ID field lets a VICIdial carrier reuse a shared conf template instead of a one-off account entry. Here is how it works and what to leave out.
Read postVICIdial Carrier Protocol: SIP vs IAX2 (and PJSIP)
The Protocol field on a VICIdial carrier picks SIP, PJSIP, or IAX. Here is what each one is, how to check peers, and which to choose.
Read postVICIdial Carrier Global String: What That Field Actually Does
The Global String field on a VICIdial carrier defines a dialplan variable for the trunk. Here is when you need it and when to leave it blank.
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 postVICIdial Account Entry: The Peer and Credentials Block
Line by line through the VICIdial Account Entry block: type, host, secret, codecs, and context — what each setting actually does.
Read postVICIdial Registration String: Registering With Your Carrier
What the VICIdial Registration String does, when you need it, the exact format, and how to confirm your trunk actually registered.
Read postHow to Add a New Carrier Trunk in VICIdial
Step-by-step: add a Server Carrier in VICIdial, fill the key fields, set it Active, and confirm it registered before you dial.
Read postWhat a Carrier Trunk Is in VICIdial
A plain-English look at what a carrier trunk does in VICIdial, the four fields that define one, and how calls flow in and out through it.
Read postConnecting a SIP Carrier to VICIdial: The Complete Guide
Everything you need to wire a SIP carrier into VICIdial: trunks, registration vs IP auth, dialplan routing, failover, least-cost routing, and STIR/SHAKEN.
Read postPreviewing a Lead File Before Importing It Into VICIdial
The custom-layout loader and auto-detect feature let you see how your columns will map before you commit. Here is how to preview a file and avoid loading garbage into your lists.
Read postLoading a File That Updates Existing Leads in VICIdial
The lead loader can do more than insert new records. With duplicate checking and the status mismatch action, it can move and update leads you already have. Here is how that works.
Read postHow Custom Fields Show Up on the VICIdial Agent Screen
You created a custom field on a list. Where does the agent actually see it, and how do the type and label settings change what they get? Here is the path from list to screen.
Read postWhat Happens to Leads After a VICIdial List Expires
An expired list does not delete anything. It quietly stops dialing. Here is exactly what the expiration date does to your leads and how to bring them back.
Read postHow Aggressive List Resets Cause Over-Calling in VICIdial
Resetting a list too often quietly multiplies how many times each person hears from you. Here is how it happens and how to stay inside the line.
Read postReading How Many Leads Are Loaded and Dialable in a VICIdial List
A loaded list and a dialable list are not the same thing. Here is how to read the count that actually decides how many calls you can make.
Read postReset Times: The 24-Hour Format and Setting Multiple Resets
How to write list Reset Times in 24-hour format, how to set several resets a day with dashes, and how it relates to weekday resets.
Read postLead Recycling vs Auto Alt-Number Dialing: Two Different Retry Tools
Recycling re-dials the same number after a delay. Auto alt-number dialing tries the lead's other numbers. Here is when to use each.
Read postWhat the List ID on a Lead Actually Means
Every lead carries a list_id. Here is what that number controls, why it cannot change, and how it ties a lead to a campaign.
Read postBulk Loading vs Adding Leads One at a Time in VICIdial
When to use the web lead loader for a file of leads and when to add a single lead by hand, plus what each path skips.
Read postDrop Inbound Group Override: Catch Dropped Outbound Calls per List
Use the per-list Drop Inbound Group Override to route outbound calls that drop into a different in-group than the campaign default.
Read postInbound Script Override: A Different Agent Script per List
Set a per-list Inbound Script Override so agents see the right script for inbound calls based on which list the lead came from.
Read postDuplicate Check in a VICIdial Drop List
The Drop List Duplicate Check setting decides whether repeat droppers get inserted again. NONE, LIST, and LIST_CAMPAIGN_LISTS explained.
Read postDrop Statuses: choosing which leads a Drop List gathers
The Drop Statuses and Inbound Groups fields decide exactly which dropped calls become leads. Here is how to scope them tightly.
Read postScheduling a VICIdial Drop List: run times, weekdays, month days
How Run Times, Run Weekdays, Run Month Days, and Gather Minutes decide when a Drop List fires and how far back it looks.
Read postHow to create a VICIdial Drop List
Step through enabling Drop Lists, naming the entry, picking inbound groups and drop statuses, and pointing it at a target list.
Read postWhat a VICIdial Drop List is
A Drop List captures dropped inbound calls into a regular list on a schedule, so abandoned callers become leads you can dial back.
Read postThe VICIdial List Inventory Report, explained
The Inventory Report rolls up dialable and worked leads across your lists so you can see what is left to call before you run dry.
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