What are VICIdial system statuses?

If you have ever wondered why every call in VICIdial ends up tagged with a short code like SALE, NA, or DROP, you are looking at system statuses. A system status is the Status (lead status) value VICIdial assigns to a Lead to describe what happened on the call. Some are set automatically by the dialer, and some are picked by an agent as a Disposition. They live in the SYSTEM STATUSES sub-section of the Admin area, and unlike campaign-specific statuses, they apply system-wide across every campaign and in-group.

How system statuses are defined

Each system status has two text fields and a set of flags. The Status code itself must be 1 to 6 characters, and the description must be 2 to 30 characters. That keeps the code short enough to fit the agent screen buttons and reports while the description stays human-readable. The flags are where the real behavior lives. Agent Selectable controls whether the status shows up on the VICIdial agent screen as a choosable disposition. The human_answered field is used when calculating the drop percentage, or abandon rate, so setting it to Y tells the system to count that call as human-answered. Sale will include the status when calculating total sales, and DNC marks a lead as do-not-call so it feeds your DNC totals.

These flags are exactly the kind of plumbing covered in the broader agent screen configuration guide, because the choices you make here flow straight into what agents see and what your reports add up to.

Where a status comes from

flowchart TD
  A[Call placed] --> B{Who sets the status}
  B -->|Dialer| C[Auto status like NA or DROP]
  B -->|Agent| D{Agent Selectable Y}
  D -->|Yes| E[Shows as disposition button]
  D -->|No| F[Hidden from agent screen]
  E --> G[Stored on the lead]
  C --> G
  G --> H[Feeds reports and recycling]

As the diagram shows, some statuses arrive automatically from the dialer based on the call result, while others are only available because Agent Selectable is set to Y. Either way the value is stored on the lead and then drives reporting and lead recycling downstream.

The defaults you already have

VICIdial ships with a long list of default system statuses so you rarely start from scratch. NEW means a lead has not been called yet, QUEUE means it is about to be sent to an agent, and INCALL means an agent is talking to it right now. DROP is a call dropped while the customer waited for an agent, NA covers outbound calls with no answer signal, and CALLBK is a callback. On the agent side you will see SALE, NI for not interested, and similar agent-defined codes. Because these are shared, editing one affects everything, which is why many teams add new codes rather than overwrite defaults. If you want to know how a finished call later turns into a fresh dial attempt, our walkthrough of adding a VICIdial script pairs nicely with this, since scripts and statuses together shape the whole Agent session.

Once you understand system statuses, the rest of your reporting starts to make sense: your drop rate, your sales count, and your DNC list all trace back to these codes. If you would rather run VICIdial without babysitting every flag yourself, take a look at VICIfast pricing for managed hosting that keeps the defaults sane out of the box.