What DID Remote Agent Extension Overrides are

VICIdial's inbound routing normally sends a call from a DID (direct inward dialing) straight into an Ingroup, which then distributes it to available agents. But sometimes you need more control: a specific inbound phone number should override which Extension a Remote agent uses — without changing how every other call to that agent works. That is what DID Remote Agent Extension Overrides do.

Where to find this setting

The feature lives at Inbound → RA Extensions in the VICIdial admin panel. "RA" here means Remote Agent. You will see a list of override entries, each tied to a specific DID and a User Start value.

A DID (Direct Inward Dial) is the inbound phone number your carrier routes to your system. An in-group (inbound group) is the queue that catches those calls inside VICIdial. A Dialplan extension is the Asterisk number a call actually gets routed to for delivery.

What an override entry contains

Each RA Extension override entry has three key fields:

• DID — the specific inbound phone number this override applies to.
• User Start — the Remote Agent User ID Start value. This must match the "User Start" field on the Remote Agent record you want to override. If you set it to ---ALL--- instead of a specific value, the override applies to every Remote Agent handling calls from that DID.
• Extension — the dialplan extension to use instead of the one on the Remote Agent record when this DID comes in.

How the override gets applied

When an inbound call arrives on the specified DID route, VICIdial checks whether there is an active RA Extension override for that DID and the matched Remote Agent's User Start. If one exists, the extension on the override entry is used instead of whatever the Remote Agent record says. The call still goes through the normal Ingroup queue — the override only swaps out the delivery extension.

sequenceDiagram
  participant Carrier
  participant DID
  participant InGroup
  participant VICIdial
  participant Override
  participant Extension
  Carrier->>DID: Inbound call arrives
  DID->>InGroup: Routes to in-group queue
  InGroup->>VICIdial: Matches Remote Agent
  VICIdial->>Override: Check RA Extensions page for this DID + User Start
  Override-->>VICIdial: Override entry found
  VICIdial->>Extension: Deliver call to override extension

For a broader walkthrough of how Remote Agents work in inbound scenarios, see VICIdial Remote Agents explained. And if you want to understand the basic Remote Agent setup before layering in overrides, What is a VICIdial Remote Agent is the right starting point.

If you are running VICIdial on managed infrastructure and want DID overrides and Campaign routing to just work without manual Asterisk config, take a look at VICIfast pricing.