The operator's perspective.
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Operator writing, sorted newest first.
How to Blind-Monitor a VICIdial Agent by Session ID
Dial 0 plus the agent's session ID to silently listen to a live call, or use extension 8162 to roam between agents without hanging up.
How to Use the cm_lookup.agi Call Menu Script
cm_lookup.agi searches your vicidial_list records from inside a Call Menu and routes the call based on whether a match is found.
VICIdial Blind Monitoring Explained
Blind monitoring lets a supervisor listen silently to an agent and customer call. Learn how it works, when to use it, and how it differs from barge-in.
How to Record an After-Hours Message by Phone
Dial 8168 from a VICIdial-attached phone, record your after-hours greeting, save it, and enter the filename in the In-Group's after-hours message field.
How to Sync Call Dispositions Out of VICIdial
Pull call outcome codes from VICIdial into your CRM or data warehouse using the Non-Agent API's update_log_entry export and direct database queries on vicidial_closer_log.
Setting a pause reason with the pause_code function
The pause_code Agent API function lets your system stamp a reason code on a paused agent's session, giving supervisors accurate break and wrap-up data in their reports.
Reading the inbound queue depth with calls_in_queue_count
The calls_in_queue_count Agent API function returns the number of inbound calls waiting that could be routed to a specific agent, giving external systems a real-time queue signal.
Letting agents dial in with agi-AGENT_dial_in.agi
Understand how agi-AGENT_dial_in.agi lets VICIdial agents establish their phone connection by dialing in and entering their user ID and passcode.
Listening to a phone with agi-phone_monitor.agi
Learn how agi-phone_monitor.agi lets managers silently monitor or barge into a live VICIdial agent session by dialing an extension and entering a user ID or phone extension.
Recording non-agent calls with agi-NVA_recording.agi
agi-NVA_recording.agi records calls that bypass the VICIdial agent screen, logging them to user_call_log or call_log and optionally searching vicidial_list for the dialed number.
Looking up the calling number with VDL_CID_lookup.agi
VDL_CID_lookup.agi looks up an inbound caller's number against vicidial_list to find the matching lead before routing the call, so agents see existing lead data immediately.
How agi-DID_route.agi sends inbound calls where they belong
Learn how agi-DID_route.agi reads the dialed number on an inbound call and routes it to the right in-group, call menu, or destination based on per-DID settings.
Sending an agent a pop-up with the send_notification function
The send_notification Non-Agent API function pushes a customizable text message and optional confetti animation to one agent or an entire campaign at once.
Queueing a voicemail with the vm_message function
The vm_message Agent API function lets you pre-load a custom voicemail audio file for an agent to drop with one click when a call reaches an answering machine.
Setting channel variables with agi-set_variables.agi
Learn how agi-set_variables.agi exposes every vicidial_list field as a dialplan channel variable before an outbound call hits the trunk.
Stopping a fronter's audio with force_fronter_audio_stop
Learn how the force_fronter_audio_stop Non-Agent API function stops audio playback on a fronter's active agent session during a transferred call.
Pulling a fronter off a 3-way with force_fronter_leave_3way
The force_fronter_leave_3way Agent API function lets a closer's system command the original fronter to drop out of a three-way transfer call without any manual action.
What agi-VDAD_ALL_outbound.agi does on the outbound side
agi-VDAD_ALL_outbound.agi consolidates eight separate outbound transfer scripts, routing answered outbound calls to agents or running survey, broadcast, and reminder campaigns.
Changing the agent's active lead with switch_lead
Learn how the switch_lead Agent API function swaps the lead record on an agent's screen during a live inbound call without losing associated logs.
Routing inbound calls to a logged-in agent with agi-AGENT_route.agi
Learn how agi-AGENT_route.agi routes inbound calls directly to a specific logged-in VICIdial agent using a call menu or custom dialplan entry.
What agi-VDAD_ALL_inbound.agi does with an inbound call
agi-VDAD_ALL_inbound.agi consolidates thirteen separate inbound closer scripts into one, routing inbound calls to available agents based on caller ID handling method and in-group.
Recording IVR prompts over the phone with agi-record_prompts.agi
agi-record_prompts.agi lets you record audio prompts by dialing a phone extension, choosing the format, and saving files that IVR dialplans can play back immediately.
Least-cost routing of outbound calls with agi-LCR-Route.agi
Learn how agi-LCR-Route.agi looks up the cheapest carrier for each outbound call by NPANXX prefix and sets the LCRTRUNK dialplan variable before dialing.
IVR-driven verification surveys with agi-IVR_recording_verification.agi
agi-IVR_recording_verification.agi runs a fully automated third-party verification IVR — collecting yes/no key presses, recording the session, and logging to vicidial_ivr.