The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
VICIdial user levels (1 to 9) explained
What each VICIdial user level unlocks, from a level 1 agent who can only take calls to a level 9 manager with full administrative control.
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.
Why the Zoiper WebPhone no longer works in modern browsers
The Zoiper WebPhone relied on NPAPI, which Chrome and Edge dropped in 2016. Here is what broke, which browsers still ran it, and what to use instead.
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.
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 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.
What the Modify Users permission lets a manager do
The Modify Users permission is the gate that lets a manager edit other VICIdial accounts. Here is exactly what it grants and where its limits are.
How to fix an external-phone agent whose phone never rings
An external-phone agent logs in but the phone never rings. The fix is almost always one wrong field on the phone record.
What the GDPR Export and Delete Leads permission does
This permission lets a manager download or fully erase every record for one customer, recordings included, to satisfy a GDPR request. Here is how it works.
How to test a Remote Agent's External Extension before going live
Before flipping a Remote Agent to ACTIVE, dial its External Extension from the server. This one test catches most forwarding failures.
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 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 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 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.
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.
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 disposition remote-agent calls from vdremote.php
When a call arrives on vdremote.php, the screen shows caller ID and call details. After the call ends, the agent picks a disposition code from a dropdown and submits it to close the record.
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.
How to use a cell phone as your agent line
You can connect a VICIdial agent using a mobile phone by creating an EXTERNAL phone entry with the cell number as the dialplan number — no SIP app needed.
Why an external-phone agent needs the right Local GMT setting
The Local GMT field on a VICIdial external phone record sets the agent's timezone offset and does not adjust automatically for Daylight Saving Time — a wrong value skews call-time logic.
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.
What happens when a direct-agent call has no one to answer
When no agent answers a direct-to-agent call before the AGENTDIRECT drop timeout, VICIdial fires the User Unavailable Action — most often sending the call to voicemail.
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 the LISTEN column in the Real-Time Report works
The LISTEN column in VICIdial's Real-Time Report lets you blind-monitor any active agent through a phone of your choice — here is what makes it appear and what it does.