How VICIdial matches a recording to a QC call

When you claim a call for review, the QC display screen plays a recording next to the scorecard. Most of the time it is the right one and you never think about how it got there. But every so often the audio does not match the call you expected, and to understand why you need to know how VICIdial decides which recording belongs to which call.

The match on uniqueid

Each call the dialer handles gets a Asterisk uniqueid, the identifier Asterisk stamps on the channel. That value is stored against the agent's record of the call. Separately, every saved Call recording is logged with its own recording id. To pair them up, the QC screen takes the call's uniqueid and looks for a recording logged with the same value. When the two line up, you get the exact audio for the call in front of you, and the header shows both the scorecard id and that recording id.

What happens when there is no exact match

flowchart TD
  A[Open QC call] --> B[Read call uniqueid]
  B --> C{Recording logged with same id}
  C -->|Yes| D[Play exact recording]
  C -->|No| E[Pick recording closest in date and time]
  E --> F[Play closest as the default]
  D --> G[All recordings for the lead listed below]
  F --> G
  G --> H[Reviewer can check a different call]

Sometimes there is no recording carrying the same id as the call. That gap can happen for ordinary reasons: recording was not turned on for that segment, a transfer split the call across channels, or the audio was saved under a slightly different identifier. When VICIdial cannot find an exact pair, it does not give up. It falls back to the recording in the log that is closest in date and time to the call, and plays that as the default.

That fallback is a sensible guess, not a guarantee. The closest recording is often the right call, but on a busy Campaign or a lead with several contacts in a short window, closest in time can still be the wrong conversation. This is the usual reason a reviewer hears audio that does not fit the Disposition on the screen.

Every recording for the lead is listed

Below the scorecard, the screen lists every recording made for this Lead, not just the matched one, and you can play any of them. That list is the fix for a bad fallback: if the default audio is clearly not the right call, you scroll the list and find the one that is. It also helps when finishing the scorecard depends on a different conversation, such as a follow-up call from the same lead that an Agent dialed later.

Recording behavior is also shaped by how the box is configured, from Recording format (WAV/MP3) to Recording retention, so an exact match still depends on recording being on and kept long enough to review. For how the recording sits next to the scorecard in the review flow, see how to claim a QC call, and for the full picture read the quality-control guide.

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