The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
How to read the Agent LAGGED Report
The Agent LAGGED Report tells you exactly which servers and agents experienced timing lag events and when. Learn how to use both sub-reports to isolate whether lag is a server-side problem or an individual agent problem.
Signs your VICIdial server needs more capacity
Knowing when your VICIdial box is running out of headroom before calls start dropping is the difference between proactive management and a mid-shift crisis. This post walks through the concrete signals that tell you capacity is maxed out.
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.
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.
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.
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.
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.
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 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.
How to watch disk usage on a busy dialer
Recordings, logs, and the database all grow on the same disk your VICIdial server runs on. Learn how to track disk percent-used, set retention policies, and avoid a full disk before it kills your dialer.
How to compare the settings of two campaigns side by side
Using VICIdial's Settings Compare Utility on the CAMPAIGNS type lets you see exactly which field differs between a working campaign and a broken one, without guessing.
What the average channels-in-use number means
The average channels-in-use figure on the Server Performance Report tells you how many concurrent Asterisk audio paths the server carried on average across a shift.
Monitoring the Asterisk channel count on your VICIdial server
The Asterisk channel count in the Server Performance Report shows how many live audio paths are open at any moment, helping you separate real call surges from runaway processes.
Monitoring VICIdial back-end processes for restarts and hangs
Using Internal Process Logs to spot a crashing VICIdial process - high launch count with short run times means keepalive is restarting it repeatedly, which is a sign of a real fault.
How to read the Maximum System Stats report
The Maximum System Stats report shows a per-day table and bar graph for the last 30 days, tracking seven call and agent peak figures that drive capacity planning decisions.
How to check which VICIdial version each server is running
The version column on the Server Versions page lets you confirm every node in your cluster runs the same VICIdial build - a mismatch after a partial upgrade is a classic source of subtle dialer breakage.
The DB Schema Compare Utility explained
The DB Schema Compare Utility checks your VICIdial database servers for schema drift by comparing tables, row counts, and column counts between the primary and any secondary server.
The Settings Compare Utility explained
The Settings Compare Utility lets you pick two records of the same type and see every setting side by side, with differences highlighted so you know exactly what changed.
What peak system load tells you about your VICIdial box
Peak system load in the Server Performance Report shows the single worst run-queue depth of a shift, revealing whether your VICIdial box hit a capacity ceiling.
How to read the Asterisk Debug Page
The Asterisk Debug Page gives you SIP and IAX peer status, outbound registry state, and the last 1000 lines of Asterisk console output without requiring SSH access to the server.
What "most concurrent agents" tells you about server sizing
The most-concurrent-agents daily peak in Maximum System Stats shows the highest number of agents logged in simultaneously, which is the figure that drives seat licensing and server headroom planning.
What the Campaign Debug Page shows about an auto-dial campaign
The Campaign Debug Page surfaces the dialer's own back-end log lines for a chosen campaign, making it the first place to look when auto-dialing stalls or the hopper stops loading leads.
Checking SIP Peers and Registry from the Asterisk Debug Page
The SIP Peers and Registry section of the Asterisk Debug Page tells you whether each carrier trunk and agent phone is registered and reachable, without opening an SSH session.
How to read the Campaign Debug Page
The Campaign Debug Page surfaces the dialer's own back-end log lines for one campaign so you can see exactly why it stopped dialing, hopper-loading, or pacing correctly.