The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
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 Agent Recording Override does on a user
Agent Recording Override forces a single user's call recording behavior regardless of the campaign setting, with five distinct modes.
How to cap a user's inbound calls per day
Max Inbound Calls sets a daily ceiling on how many inbound calls one agent can take across all groups, with optional filtering rules.
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.
What the Agent API Access permission does
Agent API Access lets one VICIdial account drive another agent's live session over the agent API. Here is how the two-account model works.
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.
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 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.
How to assign one in-group to a whole user group at once
Use the user-group screen to add or remove an in-group for every active agent in the group in a single action instead of one by one.
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.
How to cap a user's manual-dial calls per day and per hour
Two per-user fields cap how many DIAL NEXT NUMBER calls an agent can place per day and per hour across every campaign they touch.
What Agent Status Viewable Groups controls on the agent screen
How the Agent Status Viewable Groups setting decides which colleagues an agent sees in the sidebar and can transfer calls to.
How Allowed Campaigns on a user group scopes agent logins
What the Allowed Campaigns setting on a VICIdial user group does and how it decides which campaigns an agent can choose at login.
How to delete a VICIdial user safely
Remove a VICIdial user account the right way using the two-step DELETE THIS USER flow, plus when to disable instead of delete.
What the Export Reports permission lets a manager download
The Export Reports permission decides whether a manager can pull raw call data off the Reports screen as a downloadable file. Here is what it covers.
How to add a new VICIdial user
A step-by-step walkthrough of the Add A New User screen in VICIdial, covering the four required fields and what happens after you submit.
What the Zoiper WebPhone integration is
VICIdial ships hooks for the Zoiper WebPhone, a browser-embedded phone licensed per domain. Here is what the integration does and how it was wired in.
How to run multiple teams or clients on one VICIdial with users and groups
A practical guide to using VICIdial users, user levels, permissions, and user groups to run several teams or clients on one dialer with clean separation.
What the five Modify Leads permission settings do
The Modify Leads permission is not a simple on-off switch. Its five settings range from full edit to read-only. Here is what each value means.
How to troubleshoot a Remote Agent that isn't getting calls
A Remote Agent set up correctly but receiving no calls usually fails one of four checks. Walk them in order to find the gap.
What latency does to remote-agent audio quality
How one-way delay, jitter, and packet loss degrade remote-agent call audio, and the simple measurements that tell you which one is hurting you.
How to copy a VICIdial user to create a new one
Use the Copy A User screen in VICIdial to clone an existing account's settings into a new one — just supply a new ID, password and full name.
What the View Reports permission does and why it needs level 7
The View Reports permission opens the VICIdial reports, but only for users at level 7 or higher. Here is why both gates exist.
What the Load Leads and Download Lists permissions control
Load Leads decides who can import contacts into VICIdial, and Download Lists decides who can pull a whole list back out. Here is how each one works.