Why a VICIdial List Shows 0 Leads Available

Here is a confusing one. Your list has ten thousand records in it, you can see them, you can search them, and yet VICIdial reports zero leads available to dial. Nothing is broken. The word doing the work here is available, and it does not mean the same thing as in the list.

A lead being in a list is not the same as a lead being eligible to call right now. Available means a lead that has passed every eligibility check and can enter the dial queue this moment. A list can be completely full and still have zero available leads. Let us walk through why.

They have all been called

This is the single most common reason. After you dial through a list, every lead is flagged as called since the last reset. They are still in the list, but they are off the table until you reset that flag. A list you finished working will read zero available the next morning, which is exactly what it should do. Clearing it is what resetting lead called-status is for. After a reset, any lead that matches a dialable status in the campaign becomes available again.

Their status is not dialable

The campaign decides which Disposition statuses are eligible to dial. If your list is full of leads in a status the campaign does not call, none of them are available. The list statistics page splits this out for you: it shows a Dialable figure, which counts leads whose status is not flagged as UNWORKABLE or COMPLETED. If Dialable is near zero, the leads exist but are dead ends for this campaign. For how to read that breakdown, see VICIdial list statistics.

flowchart TD
  A[Lead in list] --> B{Status dialable?}
  B -->|No| Z[Not available]
  B -->|Yes| C{Called since last reset?}
  C -->|Yes| Z
  C -->|No| D{List expired?}
  D -->|Yes| Z
  D -->|No| E{Inside call window now?}
  E -->|No| Z
  E -->|Yes| F[Counted as available]

The list expired or is inactive

If the list's Expiration Date has passed, its leads will not be auto-dialed, so available reads zero regardless of status. Look for a red EXP marker in the lists table. Same outcome if the Active field is N. For the expiration field, see the VICIdial list expiration date. These are quick to rule out and worth checking before you go deeper.

It is the wrong time of day for them

Availability is time-aware. A lead inside its calling window at 2 PM may be unavailable at 8 PM because it falls outside its local Call times. The Hopper only counts leads it could dial right now. If your whole list is in one time zone and you are checking outside that zone's hours, available will be zero until the window opens. A wrong GMT offset (lead) produces the same symptom: the system thinks it is the wrong hour for the lead.

Filters and recycling

A campaign Lead filter can exclude an entire list based on field values, dropping available to zero without touching the leads. On the other side, if you have Lead recycling configured, certain non-final statuses can re-enter the queue on a delay even without a full reset, which is why a list can show some availability without your having reset it. For the difference between resetting and recycling, see reset versus recycle.

Wrap-up

Zero available almost always means the leads have been called, their status is not dialable, the list expired, or it is the wrong time of day. Check those four before you assume data loss. For the full set of list controls behind availability, start with the VICIdial lists and leads guide.

A managed VICIdial server comes with resets, time-zone coding, and the hopper already configured, so a zero-available list is a setting to adjust rather than a system to repair. New boxes go live in under 40 seconds. See our pricing.