The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
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 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.
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.
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.
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 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 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.
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.
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.
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.
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 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.
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 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.
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.
How to modify a Remote Agent record
A walkthrough of every field on the Modify Remote Agent screen — what each one does and what to watch out for when saving changes.
What the User ID Start field on a Remote Agent does
User ID Start is the foundation of every remote-agent record. Here's what it controls, why it must be a real user account, and how it relates to multi-line setups.
What the On-Hook Agent setting on a Remote Agent does
On-Hook Agent makes VICIdial call the remote agent first before bridging the customer — preventing callers from being sent straight to voicemail.
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.
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 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 VICIdial Extension Groups are
VICIdial Extension Groups let you distribute calls going to a Remote Agent across several dialplan extensions in a defined rank order.
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 External Extension field on a Remote Agent does
The External Extension field tells VICIdial which number to forward calls to for a remote agent. Get this wrong and calls go nowhere — here is what to put in it.