The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
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.
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.
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.
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.
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.
What AGI is and how VICIdial uses it
AGI - Asterisk Gateway Interface - gives VICIdial application-level control over selected call features. This guide explains what AGI is and how the agi-*.agi script family works.
Listing audio prompts with the sounds_list API
How the sounds_list non-agent API outputs the audio files in your VICIdial audio store, with format and sort options.
Playing audio to a caller with the audio_playback function
How the audio_playback agent-api function plays, stops, pauses, and resumes an audio file in a live VICIdial agent session.
Ending an agent's call with external_hangup
How the external_hangup Agent API call drops the live customer call on a logged-in agent's screen from an outside system.
Seeing an agent's inbound groups with agent_ingroup_info
How the agent_ingroup_info non-agent API shows the in-group and outbound auto-dial settings a logged-in agent currently has.
Listing logged-in agents with logged_in_agents
Pull a live roster of every agent currently logged in to VICIdial, with status and session details, using the logged_in_agents API call.
Pausing and resuming an agent with external_pause
How the external_pause Agent API function pauses or resumes a logged-in VICIdial agent from an outside system, and what happens mid-call.
Parking and unparking a call with the park_call function
Send a customer or a third party to the park extension and grab them back, including IVR park and swap options, from a logged-in agent session.
Setting a disposition from outside with external_status
Disposition a call on a logged-in agent's screen from your own app with external_status, including scheduled callbacks and their options.
Driving transfers and conferences with transfer_conference
Hang up, blind-transfer, send to voicemail, dial another agent, or build a 3-way call from an agent session through one flexible API function.
Sending DTMF tones from the agent screen with send_dtmf
Push a string of touch-tones into an agent's live session to drive an IVR menu, with pound, star, and silence encoded as P, S, and Q.
Updating the agent form remotely with update_fields
How the update_fields Agent API function rewrites the customer information panel on a logged-in VICIdial agent's screen and reloads panels.
Reading an inbound group's live state with in_group_status
How the in_group_status non-agent API returns calls waiting and agent counts for one or more inbound groups in a single line.
Starting a silent listen with the blind_monitor API
How the blind_monitor non-agent API dials a supervisor's phone and drops them into an agent's live session to monitor, barge or swap.
Agent-controlled stereo recording with stereo_recording
How the stereo_recording agent-api function begins, ends, and reports a two-channel recording on a live VICIdial agent session.
Launching the agent's webphone with webphone_url
How the webphone_url agent-api function displays or launches the configured webphone URL for a live VICIdial agent session.
Starting and stopping recordings with the recording function
How the recording agent-api function starts, stops, and reports call recordings against a logged-in VICIdial agent session.
Ringing an agent's phone with the call_agent function
How the call_agent agent-api function places a call from a VICIdial agent session to the agent's own phone.
Controlling a remote agent's call with ra_call_control
Hang up or transfer a call that a remote agent is handling, with optional disposition and status, using three supported stages.