The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
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.
What Queue Priority does when agents handle calls and chats
VICIdial Chat Group Queue Priority sets the order chats are answered against calls; one digit higher than the campaign always wins.
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.
Why an incoming email locks the lead to the agent's screen
When an inbound email reaches an agent, VICIdial pulls the matching lead and locks it so no call or other email interrupts the reply.
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.
What Status Group Override does on a Chat Group
VICIdial Chat Group Status Group Override swaps in a custom Status Group for chats; System Statuses stay, with a HotKey caveat.
When to use a Remote Agent instead of a standard agent login
A standard agent works at the screen with full controls. A Remote Agent forwards calls to a phone. Here is when each one wins.
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 modify an existing VICIdial Chat Group
Walk through every editable field on a VICIdial Chat Group: name, color, default list, queue priority, status override, and the URLs.
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.
When email and chat are worth adding to your VICIdial floor
A decision guide for adding VICIdial email and chat: weigh volume, after-hours demand, and customer preference against your agent pool.
What the QC settings on a Chat Group do
The QC fields on a VICIdial chat group: QC Enabled, QC Statuses, QC WebForm, QC Script, QC Shift, and the record-launch options.
How agents handle inbound website chats in VICIdial
An inbound website chat pulls the lead, locks the agent screen, and ends with a disposition, exactly like an inbound call.
Why your mailbox keeps getting locked, and how to slow the check rate
Email providers lock accounts that log in too often. Raise your Frequency Check Rate and pick the right POP3 auth mode to stop the lockouts.
VICIdial Remote Agents explained
A complete guide to VICIdial Remote Agents: what they are, the two main uses, multi-line user IDs, key fields, recording, and vdremote.php.
What the Chat Group ID, Name, and Color do
The three required fields on a VICIdial Chat Group: a permanent ID, an editable Name, and a Color that needs a leading # for hex values.
How to let one agent handle calls, emails, and chats at once
Log one agent into a campaign, an email group, and a chat group, then let Queue Priority decide which channel gets served first.
How to assign an Email Group to a campaign so agents can staff it
An email group does nothing until a campaign is allowed to use it. Here is how to add it under Allowed Inbound Groups so agents can log in and take email.
When to use EMAILLOOKUPRC and EMAILLOOKUPRL for email matching
Two narrower email-matching modes that limit the search to one campaign or one list, so an incoming email attaches to the right record instead of any match anywhere.
How to safely delete an Email Group in VICIdial
Deleting an email in-group is a two-step confirmation. Click the delete link, then click the second confirmation link that appears, so you never remove a group by accident.
What the Un-handled Emails count tells you
The Un-handled Emails number on an email account shows how many messages are sitting in the outside mailbox waiting to be pulled in. It is a quick health check for your inbound email.
What Status Group Override does on an Email Group
Status Group Override swaps the campaign disposition set for a custom one when an agent works an email from a given email group, without touching System Statuses.
What the Start Email URL field does
Start Email URL fires a silent web request every time an email is delivered to an agent, letting you notify an outside system without the agent ever seeing it.
How to move emailed leads to another list by disposition
Use the Dispo Email URL with the dispo_move_list script to send emailed leads to a different list based on how the agent statused them, including splitting outcomes across many lists.