The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
How user-only callbacks get dialed
USERONLY callbacks never rejoin the shared pool; the agent who set them dials them from their personal callbacks list when convenient.
What the Scheduled Callbacks Alert setting does
The Scheduled Callbacks Alert setting turns the agent callback status line red or blinking when AGENTONLY callbacks hit their trigger time.
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.
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 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 the Quality Control Report shows
A plain look at the VICIdial Quality Control Report - the call, campaign, status, scorecard and result on every reviewed row, plus CSV export.
What the QC callbacks section lets you do
The third QC display section ties a reviewed call back to follow-up by letting you set or modify a callback for that lead.
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.
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.
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.
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.
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.
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 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.
How to run the Quality Control Report and read the rows
Step-by-step: open the VICIdial Quality Control Report, set the date and finish-date range, submit, read each row and its checkpoints, and export CSV.
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.
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.
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 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.
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.
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.
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.