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 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.
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.
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.
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 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.
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.
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.
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.
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.
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.
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 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.
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.
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.
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 agents receive and reply to emails in VICIdial
An inbound email behaves a lot like a call. Here is exactly what an agent sees, why the record locks, and how they close it out and get the next one.
EMAIL vs EMAILLOOKUP: how VICIdial matches incoming email to a lead
The In-Group Call Handle Method decides whether each new email becomes a fresh lead or gets matched to an existing one. EMAIL and EMAILLOOKUP explained.
How to connect an IMAP inbox to VICIdial
Connect an IMAP mailbox to VICIdial by setting the protocol to IMAP and filling the server, user, and password. Here is what IMAP needs and how it differs from POP3.
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.
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 Email Reply-to Address controls
The Email Reply-to Address tells VICIdial which mailbox it is connecting to and sets the From line on agent replies. Here is what it does and what it doesn't.
How to point an Email Account at the right Email Group
The In-Group ID field is the link between a mailbox and the queue that feeds your agents. Get it right and incoming email reaches the people staffing that group.