The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Page 17
Operator writing, sorted newest first.
What to watch on your VICIdial server every day
A short daily routine for VICIdial: the four numbers and one report that tell you whether your dialer is healthy before agents log in.
How to create an agent account with the add_user API
A step-by-step guide to the add_user non-agent API, which creates a new VICIdial agent account from your own application.
What the API source parameter is for
Every VICIdial API call takes a source parameter. It does not change behavior, but it is the label that makes your API logs readable.
How to secure the VICIdial API with HTTPS and a dedicated user
Two simple steps protect your VICIdial API: serve it over HTTPS so credentials are not exposed, and call it from a narrow, purpose-built user account.
How to push a lead into VICIdial with the add_lead API
A walkthrough of the add_lead Non-Agent API call: required fields, an example HTTP request, and how to drop a new lead into a dialing list.
API user levels and permissions explained
Why some VICIdial API calls return a permission error and others do not, and how user_level plus a few checkboxes decide what each account can do.
Stopping duplicate leads with add_lead duplication checks
How the add_lead duplicate_check options keep the same number from landing in your dialer twice, with the scope flags and X-day variants explained.
Cloning an agent account with copy_user
How to use the copy_user non-agent API to clone an existing VICIdial agent account to a new login in one call.
Looking up leads from your app with lead_search
How to use the lead_search non-agent API to find lead IDs by phone number from your own application or CRM.
How many Asterisk channels can your server carry at once?
The number of simultaneous Asterisk channels a VICIdial server can handle depends on CPU cores, codec choice, and dial ratio — not a fixed setting. This post explains what drives concurrent channel capacity and how to find your real ceiling.
What high system load actually means on a dialer
High system load on a VICIdial server does not always mean the same thing. This post explains what load average measures, why it rises, and how to tell a real call surge from a runaway process.
What the Real-Time Monitoring Log Report shows
The Real-Time Monitoring Log Report gives level-9 administrators a searchable record of every monitoring session: who listened in on whom, from which server, and what the agent was doing at the time. This post explains the fields and how to use the report for oversight and compliance.
Monitoring database load on a VICIdial server
On a single-tenant VICIdial box the database and Asterisk share the same CPU, so a slow query during peak dialing can stall your entire shift. This post explains what to watch and how to spot database pressure before it affects calls.
What a DEGRADED server health status means
DEGRADED means your VICIdial server is still reachable but something is wrong at runtime — high load, a dead keepalive, or a key process that is partially down. Here is what triggers it and what to do.
What the Latency Gaps Report shows
The Latency Gaps Report surfaces periods where an agent's latency log goes silent while they should be logged in. These gaps are distinct from high latency — they indicate lost connectivity and are often the root cause of agents experiencing screen freezes or dropped sessions.
What an UNREACHABLE server health status means
UNREACHABLE means health checks are getting no response from the server at all — not a partial failure but a complete loss of contact. Learn what causes it, how it differs from DEGRADED, and how to recover.
How to read the LAGGED Summary Report
The LAGGED Summary Report aggregates agent lag events into totals and a timeline chart so you can see whether lag is random or bunching at predictable times. This post explains how to read the chart and what the summary numbers tell you.
What the User Latency Report shows
The User Latency Report measures the round-trip web connection time between individual agents and the VICIdial server. This post explains what the numbers mean, how to read the daily chart, and when high latency points to an agent endpoint problem versus a server problem.
How to read the Agent Latency Report
The Agent Latency Report shows per-agent HTTP response times for the agent screen throughout a shift. This post explains each column and chart, what healthy numbers look like, and which patterns signal a problem worth investigating.
Spotting LAGGED clusters on the timeline chart
The LAGGED Summary Report's timeline chart is the fastest way to see whether agent lag is random noise or a repeating pattern. This post walks through what a cluster looks like on the chart and how to pinpoint exactly when and why it happens.
How to audit which managers monitored which agents
The Real-Time Monitoring Log Report records every listen-in session a manager starts — who listened, to whom, from which server, and for how long. Here is what the report contains and how to use it for compliance and accountability.
What the User Group Login Report tells you about agent access
The User Group Login Report groups every agent login by user group and shows you first login, last login, and the most recent session details — campaign, server, workstation, and phone. This post explains each column and how to use it for access reviews.
Monitoring recording storage so you never run out of disk
Call recordings are the fastest way to fill up a VICIdial server's disk. This post explains how to track storage usage, understand how quickly recordings accumulate, and set retention policies before you hit a disk-full event.
What causes latency gaps on the agent screen
Latency gaps on the VICIdial agent screen have several distinct root causes, from agent-side network problems to server overload. Understanding which category you are in determines the correct fix and prevents the same issue from recurring.