The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
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.
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.
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.
How to create a VICIdial Extension Group
Extension Groups let you distribute calls to a Remote Agent across multiple dialplan extensions. Here is how to create one step by step.
How to set up a multi-line Remote Agent
A multi-line Remote Agent lets VICIdial send several calls at once to a single external number. Here's the exact setup process and what to double-check before going live.
How to route inbound calls to a Remote Agent
Routing inbound calls to a VICIdial Remote Agent takes three pieces: a CLOSER campaign, one or more in-groups, and a DID that points to those in-groups.
What DID Remote Agent Extension Overrides are
DID Remote Agent Extension Overrides let you change which extension handles inbound calls for specific DIDs routed through Remote Agents and in-groups.
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.
How call recording works for a Remote Agent
Remote Agents in VICIdial can be recorded just like any other agent. Two settings control it: the campaign recording mode and the user record flag.
What the Status (ACTIVE / INACTIVE) field on a Remote Agent does
The Status field on a VICIdial remote agent is the on/off switch that controls whether the dialer sends calls to it. Here is exactly what each value means.
Why a Remote Agent shows up as R/111, R/112 and R/113
When a multi-line Remote Agent goes ACTIVE, VICIdial creates several R/ slots in the real-time screen. Here's what those entries mean and why they exist.
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.
How to set the External Extension on a Remote Agent
Step-by-step instructions for setting the External Extension field on a VICIdial remote agent, including how to find the right number and test it before going live.
Why a Remote Agent takes up to a minute to deactivate
You set a VICIdial remote agent to INACTIVE but calls keep coming for another minute. This is normal - here is why it happens and what to expect.
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.
What the Rank field on an Extension Group entry does
The Rank field on a VICIdial Extension Group entry sets the order in which the system tries each dialplan extension. Here is what that means in practice.
How to put the VICIdial chat widget on your website
Set up a VICIdial Chat Group so a chat entry point on your website routes inbound chats to agents the same way calls are queued.
What Chat Group Rank, Grade, and Chat Count mean
The rank, grade, and chat count section at the bottom of a VICIdial chat group screen, and how each value shapes routing.
How to add a post-chat survey link for customers
How the Customer Chat Survey Link and Survey Text fields on a VICIdial chat group offer customers a survey after a chat ends.
How to brand the customer chat screen colors and logo
How the Customer Chat Screen Colors field on a VICIdial chat group sets the colors and logo your customers see during a chat.
What the Default List ID does for new chat customers
The VICIdial Chat Group Default List ID is the list a brand-new chat visitor is dropped into when no matching lead exists yet.
What the Start Chat URL and Dispo Chat URL fields do
How the Start Chat URL and Dispo Chat URL fields on a VICIdial chat group fire web hooks when a chat opens and closes.
Why your VICIdial inbound email isn't arriving, and how to fix it
Inbound email silence is almost always one of four things: System Settings, the E keepalive, the parser cron, or an inactive account. Here is the checklist.
What a VICIdial Remote Agent is
A VICIdial Remote Agent forwards calls to an off-platform phone or extension instead of an agent at the screen. Here is what that means.