The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
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.
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 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.
Diagnosing recording-access questions with the Recording Access Log
When someone asks who listened to a recording, the Recording Access Log answers it — search by access date, recording date, or the user who did the listening.
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.
Hopper empty errors: what they mean and how to clear them
An empty dial hopper means no leads queued for agents. Check list status, call times, recycling and time zone to refill it.
What CHANUNAVAILABLE means and why it's usually a line-count problem
CHANUNAVAILABLE means the dialer ran out of lines before it could hand the call to the carrier. It's a local capacity limit, not a carrier reject.
How to read SIP hangup causes and translate them into plain English
The Dial Log Report groups calls by SIP hangup cause code and reason. Here is what the common codes really mean for your list and carrier.
What SIP Cause 18 (request timeout) means on your VICIdial calls
Cause 18 means the far end never answered in time. Here is what it tells you about your list and carrier, and what to check first.
Diagnosing carrier rejects: reading the codes your provider sends back
Use the Hangup Cause and Carrier Log reports to read your carrier's rejection codes, filter to a specific cause, and decide what to change.
Diagnosing high agent latency: the reports that point to the cause
Use the Agent Latency Report and Latency Gaps Report to tell whether agent-screen lag is the network, the workstation, or the server.
What hangup cause 21 (call rejected) means and who's rejecting it
Cause 21 means something actively refused your call. Usually it's caller-ID reputation. Here's who rejects and what to change.
Recordings missing in VICIdial: where they go and how to find them
A recording you expected is not there. Where VICIdial recordings actually live, why one might never exist, and how to confirm it.
How to read the Webserver-URL Report on a multi-server setup
The Webserver-URL Report bundles three logs that show which web server an agent hit and which page version they got on a cluster.
Why your drop rate suddenly spiked and how to trace it
A sudden drop-rate jump usually traces to dial ratio, fresh leads, fewer agents, or false answer supervision. Here is how to find which.
What CONGESTION means in VICIdial and how to stop it
CONGESTION means the carrier couldn't place the calls you sent. It's a capacity or route problem on their side, or you over-dialed. Here's how to confirm and back off.
What hangup cause 17 (user busy) tells you about your list
Cause 17 is a real busy signal, logged as the AB status. A high rate is usually a list-quality or redial-timing problem, not a system fault.
How to read the 3-Way Press Log Report and what each result means
Decode every row of the 3-Way Press Log Report, from Started to Transfer, and tell a clean handoff from a failed one at a glance.
How to read the Recording Access Log to see who opened a recording
The Recording Access Log is your audit trail for call recordings. Here is how to search it by user, access time, or recording date.
Agent screen frozen or stuck loading: what to check first
A frozen VICIdial agent screen is almost always the agent's network or workstation. Here's the order to check, and which reports prove it.
One-way audio on VICIdial calls and how to find the cause
When one side hears and the other doesn't, RTP is flowing one direction only. Here is how to isolate the silent leg.
How to read the Admin Report Log Viewer and spot slow-running reports
The Admin Report Log Viewer lists every report pulled, with compile time. Here is how to find the slow report that is dragging your system.
How to read the User Group Login Report to confirm where an agent logged in
Use the User Group Login Report to confirm an agent's most recent login: campaign, server IP, computer IP, extension, and phone login.
Diagnosing false answer supervision with the SIP Event Report
The SIP Event Report lets you sort SIP messages by Ring-Time to spot False Answer Supervision — calls marked answered before a human picked up.