The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
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 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 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 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.
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.
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 Accounts vs Email Groups: what each one is for
An Email Account is the mailbox VICIdial logs into to fetch mail. An Email Group is the queue that decides which agent works each message. Here is how the two connect.
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.
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.
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 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.
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.
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.
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.
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 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.
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 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.
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 Active field on an Email Group controls
The Active field is the on/off switch for a VICIdial Email Group — here is what Y and N actually do to inbound mail routing.
How to pick a voice for Text-to-Speech
The TTS Voice setting decides which Cepstral voice reads your text aloud. Here is what it controls and why the default is Allison-8kHz.
What the three Cepstral licenses are for
Integrating Cepstral TTS with VICIdial means buying three licenses — Voice, Channel, and Save-to-file — each sold on a different basis.
What the Email Group ID and Group Name do
The Group ID and Group Name are two of the three required fields on a VICIdial Email Group — here is exactly what each one controls.
How Next Agent Email decides who gets the next email
The Next Agent Email setting on an email group picks which available agent gets the next inbound email, with about a dozen ordering methods to choose from.