The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
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.
What the QC settings on an Email Group do
The QC fields on an email group turn on quality control review, choose which statuses get checked, and set the web form, script, and shift a QC agent uses.
What the Dispo Email URL field does
Dispo Email URL fires a silent web request when an agent dispositions an email, and it can pass the chosen disposition and the actual time spent working the message.
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.
What the POP3 Auth Mode setting does (APOP, CRAM-MD5, PASS)
Auth Mode controls how VICIdial proves who it is to a POP3 mail server. Here is what BEST, APOP, CRAM-MD5, and PASS each mean and when to override the default.
How to turn on email in System Settings before agents can use it
Email handling in VICIdial is off until you flip one global switch. Here is the System Settings change that has to happen first, and what it does and does not cover.
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 let a user configure Email Accounts
Building an email account in VICIdial needs a specific user permission. Here is the Modify Email Accounts setting, where it lives, and who should get it.
How to set up VICIdial inbound email with a Gmail account
A start-to-finish walkthrough for connecting a Gmail inbox to VICIdial so agents can handle email like calls, including the Gmail-specific settings that trip people up.
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 add an inbound Email Account in VICIdial
Walk through the core fields for a new inbound Email Account in VICIdial: ID, name, active, type INBOUND, protocol, server, login, check rate, and the In-Group it feeds.
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.
What the "E" keepalive and inbound email parser do
Two server-side pieces make VICIdial email actually move: an "E" keepalive on one server and the inbound email parser running every minute. Here is what each one is for.
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.
How to connect a POP3 inbox to VICIdial
A step-by-step walkthrough for pointing VICIdial at a POP3 mailbox so incoming email lands in front of your agents like a call.
What the Default List ID does for incoming emails
When an inbound email has no matching record, VICIdial creates a new one. The Default List ID is the list that new record lands in.
How to copy a VICIdial Email Group instead of rebuilding it
Use the Copy Email Group page to clone all of an existing email group's settings into a fresh in-group by entering a new ID, a new name, and the source group.
What the Email Frequency Check Rate does and why 10 minutes
The Frequency Check Rate sets how often VICIdial logs into your mailbox. Five minutes is the floor, but ten is safer, and with Gmail it is a hard requirement.
VICIdial inbound email and chat, explained
How VICIdial turns inbound emails and website chats into work that pulls the lead, locks the agent, and routes like any other call.
Oldest-wait vs fewest-emails: choosing an email routing method
Two of the most useful Next Agent Email methods sort agents very differently: oldest-wait rewards idle time, fewest-emails chases a flat count.
How to rank agents so your best ones get more emails
A practical walkthrough of setting per-agent rank and grade on a VICIdial email group so your strongest agents clear more inbound email.
How to send more emails to higher-level agents
The overall_user_level method routes more inbound emails to agents with a higher user level, useful for steering volume toward experienced staff.
How to add an inbound Email Group in VICIdial
A step-by-step walk through adding a new inbound Email Group so your agents can handle email the same way they handle calls.
What the TTS ID and TTS Name fields are
The TTS ID is the unique short identifier for a Text-to-Speech entry; the TTS Name is the descriptive label. Here is how each one is used.