The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
What the user-group webphone overrides change
How the three user-group webphone overrides let you point one team at a different webphone URL, system key, or dialpad without touching anyone else.
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.
Monitoring VICIdial server health and capacity: a complete guide
A practical, top-to-bottom guide to watching your VICIdial server's load, channels, disk, latency, and health so problems surface before they hurt your floor.
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 VM Message Groups give agents on a voicemail drop
VM Message Groups let agents pick from a ranked, time-aware list of pre-recorded messages to leave when transferring a call to voicemail.
How to read the Admin Changes audit on a user record
The Admin Changes section on a VICIdial user record logs who changed a setting, from which IP, what changed and when, giving you a per-user audit trail.
How Allowed Queue Groups scopes report visibility for a group
Allowed Queue Groups limits which queue groups a user group can see inside queue-based reports, keeping managers focused on their own queues.
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 the system-wide IP blacklist blocks
VICIdial's system-wide IP blacklist blocks every web service for any user coming from a listed address, regardless of their user group.
How IP Lists scope admin, agent and API access per user group
VICIdial gives every user group three independent IP whitelists for admin, agent and API access, so you can lock each surface to its own set of networks.
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.
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.
What the Agent Call Manual option lets an agent dial
Agent Call Manual lets an agent dial any number by hand while paused, pulling existing lead data or creating a fresh lead on the fly.
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.
How to modify a VICIdial user group
A tour of the VICIdial Modify User Group screen and the settings that change how every agent in the group logs in and works.
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.
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.
How to add a new VICIdial user group
A step-by-step walkthrough for creating a VICIdial user group, the admin entity that bundles agents and sets shared login rules.
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.
How to give one agent extra disposition statuses
The Additional Status Group field attaches a custom set of disposition statuses to a single agent on top of the system, campaign, list, and in-group statuses they already have.
What the five Custom User Fields are for
The five Custom User Fields store arbitrary per-agent data you can pull into web forms and scripts as user_custom_one through user_custom_five.
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 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 Agent Transfers option lets an agent do
The Agent Transfers user option controls whether an agent can open the transfer-conference panel to three-way call or move a live call elsewhere.