The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
How to transfer a remote-agent call into an in-group via the API
Use ra_call_control with stage=INGROUPTRANSFER and an ingroup_choices parameter to send a VICIdial remote-agent call into a queue in-group from an external application.
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.
When to use ---ALL--- in the RA Extensions User Start field
The ---ALL--- token in VICIdial's RA Extensions User Start field applies a DID extension override to every call, regardless of which remote agent receives it.
Why a Remote Agent user needs level 4 or higher
VICIdial remote agents must have user level 4 or higher to log in through the vdremote.php web page; lower-level users can still receive forwarded calls but cannot access the web login.
What the AGENT DID route does
The AGENT DID route tells VICIdial to send an inbound call directly to one specific user rather than a queue, call menu, or general in-group.
When to use DEFAULTINGROUP in an in-group transfer
DEFAULTINGROUP is a reserved ingroup_choices value that routes the call back to the in-group or campaign that originally sent it to the remote agent, without your app needing to know that name.
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.
How to hang up a remote-agent call with ra_call_control
To hang up a call a remote agent is on, send a ra_call_control request to agc/api.php with stage=HANGUP, the call ID in value, and the agent username in agent_user.
How to run a VICIdial agent on a home phone
Create an EXTERNAL phone entry in VICIdial so an agent can log in from a home phone and take calls without a SIP softphone.
How to point a DID at a specific logged-in agent
Route an inbound DID directly to one VICIdial agent by setting DID Route to AGENT, picking the User Agent, and assigning an AGENTDIRECT in-group.
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.
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.
What the AGENTDIRECT in-group does
AGENTDIRECT is a special VICIdial in-group that holds a direct-to-agent call in queue until the agent answers or the drop timeout fires.
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 log in and go ACTIVE on vdremote.php
To go active on vdremote.php, open the URL on your server, sign in as a level-4 VICIdial user, change Status to ACTIVE, and click SUBMIT. Allow up to a minute for the change to take effect.
Using Remote Agents for broadcast and survey campaigns
Remote Agents are one of the two recommended ways to run VICIdial broadcast and survey campaigns. Here is how the multi-line setup works.
How to read Remote Agent daily stats
VICIdial's Remote Agent daily stats give you a per-day view of total calls and peak concurrent calls. Here is how to read them.
What the Inbound Groups setting on a Remote Agent does
The Inbound Groups field on a Remote Agent selects which in-group call queues route calls to that agent - required whenever the Campaign is set to CLOSER.
How to round-robin calls to Remote Agents
VICIdial can round-robin inbound calls across several dialplan extensions for a Remote Agent using an Extension Group. Here is the full setup.
What the On-Hook Ring Time setting on a Remote Agent does
On-Hook Ring Time sets how long VICIdial waits for a remote agent to answer before trying another agent - and why you should set it below voicemail threshold.
How to set up an RA Extensions override for a DID
VICIdial's RA Extensions page lets you override the extension used for Remote Agent calls on a specific DID, including round-robin across multiple entries.
What the Number of Lines field on a Remote Agent does
Number of Lines tells VICIdial how many concurrent calls it can send to a single Remote Agent entry. Here's what changes when you raise or lower it.
What the Server IP field on a Remote Agent does
The Server IP field ties a remote agent record to one specific VICIdial server. Here is why that matters and what happens if it is wrong.
What the Campaign field on a Remote Agent does
The Campaign field on a Remote Agent record controls which campaign the agent logs into - and for inbound, only a CLOSER campaign type will work.