The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
What is a VICIdial phone entry?
A VICIdial phone entry is the account a softphone, deskphone, or webphone registers to so an agent can take calls.
VICIdial login password vs registration password
Two VICIdial phone passwords get confused constantly: the web Login Password and the SIP Registration Password. Here is what each one does.
What is the VICIdial phone extension?
The VICIdial Phone extension field is the phone's Asterisk name without the protocol prefix. Here is the no-dashes rule and how it pairs with Protocol.
How to edit Timeclock records in VICIdial
A walkthrough of editing VICIdial Timeclock records from the User Status and User Stats pages, including which changes the system rejects.
What is the VICIdial registration password?
The VICIdial Registration Password is the SIP or IAX secret your phone uses to connect. Here is its limit, its default, and where it lives.
How to modify a VICIdial phone
Open LIST ALL PHONES, click MODIFY on any entry, and edit the full field set that only appears after the first save.
Fix the Reserved Dialplan Number warning
The VICIdial Reserved Dialplan Number warning means the number you picked cannot be dialed. Here are the reserved ranges and how to choose another.
What is the VICIdial dialplan number?
The VICIdial Dial Plan number is the number you dial to make a phone ring. It is defined in Asterisk's extensions.conf. Here is how it works.
How to add a new VICIdial phone
Use ADD A NEW PHONE under ADMIN PHONES, set the eight required fields, and SIP or IAX configs auto-create in about a minute.
VICIdial Timeclock explained
The VICIdial Timeclock is a separate built-in app for tracking agent work time, with its own login link and an audit trail that can't be altered.
VICIdial phone required fields
The eight fields VICIdial demands before it will save a phone: extension, dialplan number, server IP, login, password, full name, protocol, and local GMT.
VICIdial phones: the complete guide
Everything a VICIdial operator needs to know about phone entries: required fields, extensions, dial plan numbers, passwords, and protocols.
Why you can't edit a Timeclock record
The most common reasons a VICIdial Timeclock edit is blocked: the user is still clocked in, or the new times fail validation.
VICIdial Timeclock End of Day setting
Timeclock End of Day is the System Setting that force-logs-out everyone still on the clock, enforcing VICIdial's rule that no shift may exceed 24 hours.
How to edit a Timeclock record on User Stats
The click-the-ID edit flow on the User Stats page, the validation rules that block a bad change, and what the star marker means.
The VICIdial Timeclock audit log
VICIdial keeps two Timeclock logs: an editable active log and an immutable, admin-only audit log that preserves what was originally recorded.
How to set a strong VICIdial phone password
The default VICIdial Registration Password is test, which is a security hole. Here is how to pick a strong one within the allowed character set.
How to clock in and out in VICIdial
The exact punch-in and punch-out flow for the VICIdial Timeclock, from the login link at the top of the agent or admin screen.
Why an agent can't see their own callbacks
If a VICIdial agent set a callback but it never shows on their list, one of four campaign settings is almost always the reason.
The VICIdial User Stats page explained
A tour of every section on the User Stats page, from talk time and login events to timeclock punches, activity breakdowns, and recordings.
The VICIdial User Status page
What the User Status page shows, how to reach it, and how a manager forces an agent into or out of the timeclock.
VICIdial Timeclock vs login session
A Timeclock punch and an agent-screen session are two different records in VICIdial, which is why the two times rarely match.
How to force Timeclock login in VICIdial
A User Group setting in VICIdial can require agents to clock in before they reach the agent interface, guaranteeing attendance data.
How to force clock in/out from User Status
The force-login and force-logout actions on the User Status page, and the moments when a manager actually needs them.