The VICIfast mobile app for remote agents

The VICIfast mobile app lets an agent log into your dialer and take live calls from a phone instead of a desk computer. It is built in Flutter with a LinPhone SIP bridge, so the audio goes over a normal data connection and the agent's status stays in sync with VICIdial. From the dialer's point of view, that agent is just another logged-in station.

What problem it solves

A standard VICIdial agent needs a browser, a Softphone, and a stable desk. That works fine in an office. It works less well for a Remote agent sitting at home with a laptop that keeps dropping audio, or for a small team that wants people to cover calls from wherever they happen to be that day.

The mobile app collapses all of that into one screen. The agent signs in, the app registers over SIP (Session Initiation Protocol), and the dialer treats them like any other agent on the floor. There is no separate softphone to install and configure, and no second browser window to keep alive next to the agent screen. For a small operator that wants to add a couple of part-time callers without buying hardware, this removes most of the setup.

It also changes who you can hire. If an agent only needs a phone and a data connection, you are no longer limited to people who can sit at a configured workstation.

How the audio and status connect

Two separate things have to work for a mobile agent. The first is the voice path, which is plain SIP audio between the phone and your server. The second is the control path, which is how the dialer knows whether the agent is ready, on a call, paused, or wrapping up. If only the voice path worked, you would hear calls but the dialer would have no idea what the agent was doing.

VICIfast handles the control path with ra_call_control, the remote-agent control hook inside VICIdial. When the agent taps a button in the app, the app drives that hook so the dialer's view of the agent matches what the agent is actually doing in real time. That keeps pacing and reporting honest, because the dialer is not guessing.

Agent status flow

stateDiagram-v2
  [*] --> LoggedIn
  LoggedIn --> Ready
  Ready --> OnCall: dialer routes a lead
  OnCall --> WrapUp: call ends
  WrapUp --> Ready: agent resumes
  Ready --> Paused: agent taps pause
  Paused --> Ready: agent resumes
  Ready --> [*]: log out

Each tap moves the agent between states, and the Disposition the agent picks at wrap-up is written back to the lead exactly the way a desk agent would record it. Reports do not need to know whether the agent was on a phone or a laptop.

What you set up

• A user and an agent login in your VICIdial instance, the same as you would create for a desk agent.
• The app pointed at your branded subdomain, which already runs over HTTPS from the moment the server is built.
• A reasonable data connection on the phone, since the audio is real-time and a weak signal shows up as dropouts.

Where VICIfast fits

The mobile app is one of several things VICIfast adds on top of stock VICIdial. You can read the wider list in what VICIfast adds to VICIdial, and if you want the call-audio side in more detail, see taking VICIdial calls on your phone over SIP. A VICIfast server provisions in under 40 seconds, so adding remote agents to a live dialer is a same-day job rather than a project. See the options on the pricing page.