The VICIfast call-forwarding portal explained

The VICIfast forwarding portal is a branded web interface that your clients or end-users access on your own subdomain to manage how incoming calls route to agents or destinations. It runs on the same single-tenant box as your Managed hosting VICIdial installation, so there is no separate service to run and no third-party portal to log into.

What the forwarding portal does

Call centers that resell outbound services or manage inbound flows on behalf of clients often need a way to let those clients adjust routing without granting them full VICIdial admin access. The forwarding portal solves that by giving each client a self-serve screen where they can define flows: which DID (direct inward dialing) numbers accept calls, where calls go when agents are available, what happens during off-hours, and what the fallback destination is when no route matches.

A flow groups one or more Ingroup queues and DID numbers together under a single routing rule. Changes take effect in near-real-time because the AGI script on the box checks routing configuration on every incoming call rather than caching a static dialplan.

Who it is for

The forwarding portal is most useful for three groups. First, agencies that run a single VICIfast box but serve several clients who each need their own routing rules. Second, businesses that want to give a non-technical operations manager the ability to redirect calls to a backup number without calling IT. Third, any operator running inbound queues where call volume and routing targets change frequently enough that re-editing the dialplan every time would be slow.

• Agencies managing multiple client routing rules from one box.
• Operations teams who need to adjust call routing without touching VICIdial admin.
• Any inbound flow where the routing target changes often, such as seasonal campaigns or shared call centers.

How a forwarded call moves through the system

flowchart TD
  A[Inbound call arrives on DID] --> B[AGI script on box looks up flow]
  B --> C{Route active and cap not hit?}
  C -->|Yes| D[Bridge call to target ingroup or number]
  C -->|No| E[Apply fallback behavior]
  E --> F[Static failover number or queue]
  D --> G[Agent answers]
  F --> G
  G --> H[Hangup signal updates inflight count]

When a call lands on a tracked DID (direct inward dialing), the AGI script running on your VICIdial box posts a routing lookup to the platform API. The API checks the active forwarding flow for that DID, applies any cap or availability rules, and returns the destination. The AGI then bridges the call to that destination. If the route is unavailable or the cap is reached, the configured fallback takes over. The entire lookup adds a sub-second round-trip over HTTPS and uses an HMAC signature so the box cannot be spoofed.

Branding and access

The portal renders on your Branded subdomain with your logo and colors, the same visual identity applied to every other VICIfast surface. End-users see a domain that looks like yours, not a VICIfast URL. Access control is handled by the platform, so you can invite specific users to manage specific flows without exposing any VICIdial admin credentials.

What the portal does not do

The forwarding portal is not a full VICIdial admin replacement. It does not let end-users change Campaign settings, load Lead lists, or modify Agent accounts. It is scoped to routing configuration only, which keeps the surface area small and the risk of a misconfigured portal low. If a client needs to change something outside of routing, that still goes through VICIdial admin or through your own support process.

For a broader look at the features that come with every managed VICIdial installation, see what VICIfast adds to VICIdial. If you are also evaluating the firewall self-serve portal, see the VICIfast firewall portal.

The forwarding portal is available on managed plans. See the full plan comparison on the pricing page.