Activating and deactivating an in-group

The Active flag is one of the simplest settings on an in-group and also one of the most misunderstood. It is a single switch, but people often expect it to do more than it does, then get confused when a freshly activated group still will not take calls. Let us clear that up.

What the Active flag actually controls

Active decides one thing: whether this Ingroup shows up in the selection box when an Agent logs into VICIdial. Set it to Y and agents can pick it from the list of groups they take calls from. Set it to N and it disappears from that list. That is the whole job.

It does not feed calls in, it does not route anything, and it does not control whether a DID (direct inward dialing) points at the group. It simply governs visibility to agents at login.

How to flip it

Open the in-group in the admin screen, find the Active field on the modify page, and set it to Y to turn the group on or N to turn it off. Save. Agents who are already logged in will not see the change mid-session; the new state takes effect the next time they log in and choose their groups.

Because of that, treat deactivating as a scheduling tool rather than a panic button. It stops new agents from selecting the group, but it is not designed to yank live calls off the floor.

The NA trap

Here is the part that trips people up. In the in-groups list, you may see a red NA in the Active column even after you set Active to Y. That NA is not about the Active flag at all. It means the in-group is not allowed in any campaign. Agents log into campaigns, and a campaign has its own list of permitted in-groups. If none of them include yours, it cannot be taken regardless of the Active setting.

So the working combination is two switches in two places: Active set to Y on the in-group, and the in-group enabled inside at least one campaign. Miss either one and calls will not reach your floor. The same campaign-level allow list is what lets a Closer group receive transfers from a fronting campaign.

A quick sanity check

If a group will not take calls, walk the list in order: Active is Y, the in-group is allowed in the agent's campaign, and a number or transfer is actually feeding it. If all three are true and the agent's Status (lead status) still never shows a call, look next at your routing. For the full chain, see the inbound call handling guide, and if calls are arriving but never reaching anyone, this troubleshooting walkthrough covers the usual culprits.

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