The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
How to set a callback from the agent screen
A step-by-step walkthrough of how a VICIdial agent schedules a callback right from the live call screen.
How to write a filter that excludes recently called leads
Use a small SQL fragment in a VICIdial lead filter to skip leads you have already dialed in the last few days, then test it before going live.
How VICIdial assigns a scorecard when you claim a call
On claim, VICIdial attaches the scorecard for the call's highest-priority entity and snapshots its active checkpoints onto the claim.
How to delete a VICIdial filter
Remove a VICIdial lead filter with the two-step delete, and check that no campaign or user still references it before you do.
How the VICIdial filter SQL fragment syntax works
A VICIdial filter is a SQL WHERE-clause fragment against the lead table — how to write one, what not to start it with, and worked examples.
What the read-only QC log section records
The fourth QC display section is a read-only audit trail showing who viewed the call, lead edits, and outcome — you cannot change it here.
How to score a call on the QC scorecard screen
Open a claimed call, enter a point value for each checkpoint, watch for Instant-Kill items, verify against the recording, then finish.
When to use the RELEASE button on a QC call
The red RELEASE button hands a claimed call back to the queue unfinished and clears your scores — here is when that is the right move.
What the PASS, FAIL, CANCEL, and COMMIT QC categories mean
Every QC status code maps to one of four categories. Here is what PASS, FAIL, CANCEL, and COMMIT each do, and why the category, not the label, decides the outcome.
What the "Show QC Campaigns" screen shows
The Show QC Campaigns screen lists every QC-enabled campaign, its review statuses, and links straight into the leads waiting in audit.
What the rules are for a filter ID and filter name
The exact rules for a VICIdial filter: ID is letters and numbers only, unique and permanent, plus the length limits on the name and comments.
What the QC lead-information section shows
The second QC section shows the standard vicidial_list lead fields, auto-saves your edits, and surfaces the QC webform link if one was defined.
How to attach a QC webform to a campaign or list
Define a QC webform URL on a campaign, list, or ingroup so reviewers get a one-click link from the lead-info section of the QC screen.
How to modify an existing VICIdial filter
Open a VICIdial filter from the list and edit its name, comments, admin group, and SQL — but never the Filter ID, which is fixed for good.
How to add a new VICIdial lead filter
A step-by-step walk through adding a new VICIdial lead filter: the Filter ID, name, SQL fragment, and testing on a campaign before you enable it.
How per-call QC review works in VICIdial
The modern VICIdial QC system reviews individual calls, not whole leads, and admins pre-select which campaigns and statuses get audited.
What "QC Calls by Campaign, List, and Ingroup" show
The three QC claim-entry links each list QC-enabled entities and the unfinished calls you can claim, grouped by status.
How to finish a call in Quality Control
The green FINISH button commits your scores, marks the record reviewed, and drops the call out of your claimed queue — here is when to press it.
What a VICIdial lead filter is and why you'd use one
A VICIdial lead filter is a reusable SQL fragment that narrows which leads a campaign or user dials, and why operators rely on them.
What each Quality Control Report parameter does
A walk through the VICIdial Quality Control Report parameters — call date, finish date, campaigns, QC status and reviewer filters — and how each narrows your results.
What the four sections of the QC display screen do
The QC display screen has four toggleable sections: scoring and playback, lead info, callbacks, and a read-only log.
How VICIdial matches a recording to a QC call
The QC screen matches the call's uniqueid to a recording, falls back to the closest one when there is no match, and lists every recording for the lead.
How to create and modify QC status codes
Use the Modify QC Codes screen to add a code and description, then assign a PASS, FAIL, CANCEL, or COMMIT category that decides what happens to a reviewed call.
What "Enter QC Queue" does
Enter QC Queue is a second menu link that routes to the same place as Show QC Campaigns, giving reviewers a faster way into the audit list.