The Dialer KHOMP Admin Tool: Coding Results to Statuses

A call progress gateway is only useful if its results land in the right place inside VICIdial. That is the job of the Dialer KHOMP Admin Tool: it lets you code the KHOMP results gathered for calls into specific VICIdial statuses. Get this mapping right and your reports, routing, and lead recycling all stay honest. Get it wrong and a machine can look like a human in your numbers.

What the tool does

The KHOMP gateway classifies what answered each call as part of call progress detection (CPD (call progress detection)) and answering machine detection (AMD (answering machine detection)). Those raw classifications need to become VICIdial-native outcomes. The Admin Tool is where you translate each KHOMP result into a VICIdial Status (lead status), so the rest of the system can treat a detected machine, a live human, or another outcome consistently.

Important prerequisite: this utility only works if you have already configured a KHOMP SIP gateway with your VICIdial system. There is nothing to code until the gateway is connected and returning results, so if the tool looks empty, the connection is usually where to look first.

You will find the tool under the admin utilities area, alongside the other dialer-side helpers. It is not something agents touch; it is an administrator setup step you do once when you bring KHOMP online, then revisit only when you want to change how a particular result is treated.

How coding flows

flowchart LR
  A[KHOMP analyzes call] --> B[Raw KHOMP result]
  B --> C[KHOMP Admin Tool mapping]
  C --> D[VICIdial status assigned]
  D --> E[Reports and routing use status]
  D --> F[Lead recycling and exports]

Each mapping you define tells VICIdial what a given KHOMP outcome means in your own terms. From there, the assigned status drives everything downstream: which calls show up where in reporting, which leads get retried, and how a detected machine is handled against the campaign's AMD send to Action and CPD AMD Action settings.

Why the mapping matters

Status coding is not cosmetic. If a KHOMP machine result is coded to a status you treat as a successful human contact, your contact rate inflates and your Disposition mix lies to you. Code it to a clear machine status instead and your drop and answer numbers stay trustworthy, your Agent only sees real conversations, and your retry logic does not waste dials on confirmed voicemail boxes.

• Map human-type results to a status that routes to agents.
• Map machine-type results to a status that triggers a message or hangup.
• Map other progress results to statuses that match how you want those leads handled.

A useful habit is to review your status definitions before you map anything. Decide which statuses count as a real contact, which mean retry later, and which mean stop calling. Once those buckets are clear, the KHOMP-to-status mapping almost writes itself, because each gateway result has an obvious home. Skip that step and you end up with a tangle of statuses that nobody can explain at month-end.

After a mapping change, pull a small sample of recent calls and check that each KHOMP result landed where you expect. It is far cheaper to catch a mis-mapped result on twenty calls than to reconcile a skewed Contact rate across a full day of dialing. Treat the first hour after any change as a watch period.

Where to go next

If KHOMP is not connected yet, start with the KHOMP SIP gateway integration. Once your mappings are live, keep an eye on processing health with the KHOMP Quick Stats Report, and read the AMD and CPD complete guide for how statuses tie into the rest of your detection setup.

Status coding is easy to get subtly wrong, and it quietly corrupts reporting for weeks. We set up and audit KHOMP-to-status mappings for the campaigns we host. See VICIfast pricing to have us handle it.