The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
What a Group Alias lets agents pick for manual-call caller ID
A Group Alias gives agents a menu of outbound caller IDs to choose from when placing manual calls and three-way calls from the agent screen.
What Settings Containers do and when you need one
Settings Containers store large blocks of configuration under one ID so PHP and Perl scripts can read them, from email templates to dial timeouts.
How to read the VICIdial Server Performance Report
A plain-English walkthrough of the VICIdial Server Performance Report — what each summary stat and graph line is telling you about your box.
What User Group Script Override puts on the agent screen
Script Override on a user group forces a chosen script onto the agent screen when the matching campaign setting is enabled, overriding everything else.
What Force Timeclock Login does for a user group
Force Timeclock Login blocks agents from the dialer until they clock in, keeping attendance records and login state in sync.
How Shift Enforcement on a user group restricts agent logins
Shift Enforcement ties agent logins to scheduled shifts so people only work the hours you set, with OFF, START, and ALL modes.
What the Admin User Group field on a record does
The Admin User Group field on VICIdial records restricts which admins can view that record by user group, with --ALL-- meaning everyone.
How to read the VICIdial Group Hourly report
The Group Hourly report shows per-agent call totals for one user group, one disposition status, and one hour — here is how to read it.
How to limit which reports a user group can open
The Allowed Reports setting restricts which reports level 7 and higher users in a group can open, scoping managers to what they need.
How to restrict VICIdial logins by IP with IP Lists
Lock VICIdial web access to known networks by building an IP List and assigning it to a user group's admin, agent or API access.
What VICIdial CID Groups do and when to use them
CID Groups let you share one set of caller IDs across campaigns and rotate them by state, area code, or none-at-all auto-rotation.
How to scope which campaigns a group can QC
Use the user-group QC Allowed Campaigns and QC Allowed Inbound Groups settings to control which calls each quality-control team can review.
What Campaign Ranks and Grades do for call routing
Per-user Campaign Ranks and Grades steer which available agent gets the next call when Next Agent Call is set to rank or grade routing.
What Search Lead Ignore Group Restrictions does
How the Search Lead Ignore Group Restrictions user setting lets a manager search and modify leads system-wide instead of only within their user group's campaigns.
What Admin Hide Lead Data and Hide Phone Data do
How the Admin Hide Lead Data and Admin Hide Phone Data user settings mask customer details for level 7, 8 and 9 managers in reports and screens.
What Alter Agent Interface Options lets a manager change
How the Alter Agent Interface Options admin permission lets a manager edit another user's agent screen settings from the admin interface.
What Inbound Calls Credits do on a user
Inbound Calls Credits cap how many inbound calls an agent can take before a manager has to manually top them up again.
How to delete a VICIdial user group
The two-step process for removing a VICIdial user group safely, plus what to check before you delete one.
What Modify Same User Level does for level 9 admins
Modify Same User Level decides whether one level 9 VICIdial admin can edit other level 9 admins and their own account. Here is how it works.
What the HotKeys Active user option does
HotKeys Active turns on keyboard quick-dispositioning in the agent screen so agents close out calls with a single keypress.
What the AGC Admin Access permission unlocks
What the AGC Admin Access permission unlocks across the astGUIclient admin pages, and why this single toggle opens so many sections at once.
What the Modify Phones, Servers and Statuses permissions cover
What the Modify Phones, Modify Servers and Modify Statuses admin permissions each unlock, and how the three carve up VICIdial system administration.
What the User Admin Redirect URL does for report-only logins
User Admin Redirect URL sends a VICIdial account straight to one page at login instead of the admin screen. Ideal for report-only users.
When to use an API Only User account
An API Only User can call VICIdial's API but never log into the admin or agent screens. Here is when that lockdown is the right call.