The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
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.
Diagnosing calls that drop while the customer is on hold
Customers vanishing while parked on hold is measurable. The Agent Parked Call Report shows holds per agent, average hold time, and how many dropped while parked.
Diagnosing slow reports and why they can stall the whole system
Slow reports do more than test your patience - they can stall the whole dialer. The Admin Report Log Viewer shows each report's run time so you can find the offender.
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.
Diagnosing API integration failures with the API Log Report
When a CRM integration stops pushing leads or updating dispositions, the API Log Report filters by user, function, and result so you can see exactly what failed.
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.
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.
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.
No audio on VICIdial calls: first things to check
Total silence on both legs almost always means RTP media isn't flowing. Here is the ordered checklist to find where it stops.
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.
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.
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.
Why agents can't log in to a campaign before 9 AM
No leads in the hopper means no agent logins. With a 9am-9pm call time, leads aren't loaded until 9 AM in the first lead time zone.
How to read the Inbound DID Detail Report to trace a single inbound call
Use the Inbound DID Detail Report to follow one inbound call by DID and tell where it actually routed versus where the number points today.
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.
Calls placed but not connecting: a first-things-to-check guide
Calls dial out but never reach a person? Read the per-attempt SIP response codes in the Dial Log and Carrier Log reports to find the cause.
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 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.
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.
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.
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.
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.
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.
When the webphone won't register: a step-by-step checklist
The browser webphone fails to register over WebSocket. Work through WSS URL, cert, SIP secret, ports and mic permission in order.