The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
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.
How to modify a VICIdial user's settings
How the Modify User screen works in VICIdial, the difference between agent and admin interface options, and why some changes only apply at the next login.
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.
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 ViciPhone needs: Asterisk 13+ and real SSL certs
ViciPhone has two hard requirements before it will register: Asterisk 13 or higher on every server and authentic SSL certs everywhere agents log in.
What the Delete Users, Lists and Campaigns permissions control
The Delete family of VICIdial permissions removes accounts, lists, and campaigns. Here is what each one controls and why they are kept separate.
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.
How to find the call ID ra_call_control needs
The ra_call_control API needs a call ID in its value field. Here is where that ID comes from and how to read it off a live remote-agent call.
How to search for a VICIdial user
Find any account fast with the Search For A User screen in VICIdial - filter by name, user ID, user level or group instead of scrolling the full list.
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.
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.
What the VICIdial user permission checkboxes do
A plain tour of the VICIdial admin permission checkboxes, from Modify Users to Delete Campaigns, and how they shape what a manager can touch.
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.
What the ra_call_control API does
ra_call_control is an agent API function that lets an external app hang up or transfer a call a remote agent is currently handling, and optionally log a disposition.
How to set the dialplan number for an external-phone agent
The dialplan number on a VICIdial external phone record must be the full number exactly as dialed from your phone system - including any outside-line prefix like a leading 9.
What the EXTERNAL client protocol setting means
Setting client protocol to EXTERNAL tells VICIdial the device will not register as a SIP client, so the system dials out to the agent's phone number instead of waiting for a registration.
How to add a cellphone Phones entry for monitoring
Create an External-type Phones entry in VICIdial that lets the system dial your cellphone when you trigger live monitoring from the Real-Time Report.
How to live-monitor agents from your mobile phone
Walk through the full setup to blind-monitor any agent through your cellphone using VICIdial's Real-Time Report and a dedicated Phones entry.
How to transfer a remote-agent call to a phone number via the API
Use ra_call_control with stage=EXTENSIONTRANSFER and a phone_number parameter to blind-transfer a VICIdial remote-agent call to any number reachable through the server's default dialplan context.
The three stages of ra_call_control explained
ra_call_control has three stage values - HANGUP, EXTENSIONTRANSFER, and INGROUPTRANSFER - each requiring different extra parameters and producing different outcomes for the call.
How to set up a Remote Agent to take inbound, outbound, or blended calls
A VICIdial Remote Agent can handle inbound calls, outbound calls, or both at once depending on the Campaign and inbound group fields you fill in when creating the record.
What the vdremote.php remote login page is for
vdremote.php is a lightweight web page where remote agents flip their status ACTIVE or INACTIVE and see incoming call info without the full VICIdial agent screen.
What the external phone type in VICIdial does
The external phone type tells VICIdial that the agent's audio device is an off-platform phone the dialer must call out to, not a SIP endpoint that registers on the server.