The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
What to check yourself before opening a VICIdial support ticket
A calm self-check list: clock, agent screen, carrier registration, hopper, dispositions, and which log report matches your symptom.
How to turn on the "QC Features enabled" system setting
Quality Control in VICIdial stays completely hidden until you flip one master switch. Here is where to find it and what it unlocks.
How to apply QC settings to a campaign
Once your QC statuses and scorecards exist, here is exactly where to attach them to a campaign so its calls become reviewable.
How to claim a call in the QC queue
Claiming pulls a call out of the QC queue and opens it for scoring - here is where the claim links live and what happens when you click one.
How to check the SIP registry on the Asterisk Debug Page
The Asterisk Debug Page shows SIP Peers and Registry from the dialer itself, so you can confirm whether a phone or trunk is actually registered.
Why calls ring but never connect to an agent
Calls that ring out, drop, or sit unanswered usually trace back to the hopper, agent availability, or a carrier that never sends a real answer.
Why some form fields reject spaces, dashes, and special characters
VICIdial strips many special characters from form fields on purpose, because certain character combinations can corrupt or delete data in the system.
When to reload Asterisk and when it makes things worse
Reloading Asterisk re-reads its config but can interrupt live calls. Here is when a reload actually helps, when VICIdial handles it for you, and when to wait.
When recordings exist but have no sound: what to check
A recording file that exists but plays silent points at the RTP and mux path: codec, recording format, and the recording delay rather than missing files.
Diagnosing choppy or robotic audio on agent calls
Choppy, robotic, or garbled call audio almost always comes from the RTP path: jitter, packet loss, a codec mismatch, or a CPU-starved dialer.
Diagnosing agent session problems with the Latency Gaps Report
A latency gap is a missing stretch of agent latency log entries while an agent was supposed to be logged in, and those gaps often explain agent-screen session trouble.
When an agent can't hear the customer but the customer hears them
One-way audio means RTP is flowing in only one direction, almost always blocked by NAT, a firewall, or routing on the agent's leg.
Why two agents end up in the same session talking to each other
Two agents hearing each other instead of customers almost always means a previous agent never logged out cleanly and left the session open.
Diagnosing a 3-way transfer that won't connect using the press log
When a 3-way transfer never reaches the outside party, the 3-Way Press Log Report shows exactly which step failed using its Results events.
When live monitoring connects but you can't hear the call
Monitoring shows connected but the manager hears nothing. The Real-Time Monitoring Log confirms the session happened; no audio almost always means phone, conf, or codec.
Diagnosing intermittent agent disconnects across a shift
Random agent disconnects that you can't reproduce are best traced with the Agent LAGGED, Agent Latency, and Latency Gaps reports read together.
What the PDROP status means and why it points at carrier behaviour
PDROP is a pre-routing dropped call, hung up the instant the Answer signal arrives, which is the fingerprint of a carrier false answer.
Why agent screen buttons stop responding mid-shift
When agent screen buttons go dead mid-shift, the Agent Debug Log Report shows the clicks and AJAX calls so you can tell network from workstation from database.
Why so many calls land on NA (no answer) and what it really means
NA is No Answer AutoDial, a catch-all for any outbound call that never gets an Answer signal, from ring-no-answer to congestion to plain errors.
What HUC statuses (enhanced disconnect logging) tell you about failed calls
An HUCXXX status is an enhanced disconnect-logging level 3 record, where XXX is the carrier disconnect code that ended the call.
When AMD marks live people as answering machines: how to diagnose it
Answering Machine Detection that flags live customers as machines drops real prospects. Here is how to read the AMD Log and tune sensitivity.
When the Dispo Call URL doesn't fire: finding it in the URL Log
The Dispo Call URL is meant to fire on disposition, and the URL Log Report records each request so you can prove whether it actually went out.
Database and Asterisk reload issues: a safe order of operations
Restarting the database or Asterisk under load drops calls. Here is the safe order: make the admin change, let the keepalive apply it, then reload only if needed.
VICIdial time-sync issues: how clock drift breaks call times and stats
When a VICIdial server clock drifts out of sync, call-time windows, callbacks, and report timestamps all skew. Here is how to spot it and fix it with NTP.