The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
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.
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 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.
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.
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 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 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 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 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.
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.
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 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.
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 delete a Remote Agent
Deleting a VICIdial Remote Agent is a two-step process on purpose. This guide walks you through both clicks so you do not remove the wrong record.
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.
How to disposition an email after the agent replies
After an agent answers an inbound email, dispositioning the lead is what releases them for the next call or message. Here is how it works.
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.
How to add an inbound Chat Group in VICIdial
Add a new VICIdial Chat Group so agents can handle inbound website chats: enable the feature, fill the three required fields, submit.
How to add a new Remote Agent
Step-by-step: add a VICIdial Remote Agent, fill the fields correctly, and avoid the digits-only rejection that trips people up.
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.
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.
How to copy a VICIdial Chat Group instead of rebuilding it
Use Copy Chat Group to clone an existing group's settings into a new one by entering a new ID, name, and a source group.
How to safely delete a Chat Group in VICIdial
Deleting a VICIdial Chat Group is a two-step confirmation: click DELETE, then click the second confirmation link after the page reloads.