The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
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.
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.
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.
Why agents get logged out with a LAGGED message and how to fix it
A LAGGED message means the agent screen's heartbeat to the dialer fell behind. Here's how to confirm it in the LAGGED reports and what to change.
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.
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.
How to read the Agent Parked Call Report to see hold-time drops
The Agent Parked Call Report shows parked calls by agent and timeframe for one day, the average time on hold, and how many callers dropped while waiting.
How to run a report against archived data
Older VICIdial call data moves to archive tables. Use the Search archived data checkbox to run a report against it without digging through SQL.
The VICIdial troubleshooting playbook: where to start when something breaks
A symptom-first guide that routes you from what's broken — dead dials, false answers, slow agent screens, drops on hold — to the exact VICIdial report that holds the answer.
How to read the Agent Latency Report when the agent screen feels slow
The Agent Latency Report charts the web-connection latency of logged-in agents over a day. Here's how to read it when the screen feels sluggish.
How to use the Asterisk Debug Page to check SIP peers and registry
The Asterisk Debug Page surfaces live SIP peers, registry status, and the last 1000 CLI lines so you can confirm a trunk is registered without SSH.
How to read the AMD Log Report when answering-machine detection looks wrong
The AMD Log Report shows the result of answering-machine detection on each placed call. Here is how to read it and tell real misfires from carrier noise.
How to read the Agent Debug Log Report to trace one agent's session
The Agent Debug Log Report records nearly every button click and back-end call for one agent session, so you can replay exactly what their screen did.
How to add a custom report to the Reports page
VICIdial lets you bolt your own reports onto the REPORTS page. Here is where the Custom Report Admin page lives and how to add one.
How to read the Hangup Cause Report and find why calls drop
The Hangup Cause Report shows the carrier hangup causes for all outbound calls. Here is how to filter it to specific causes and find why calls drop.
How to read the LAGGED Summary Report and spot lag clusters over time
The LAGGED Summary Report charts agent lag events on a timeline so you can see clusters instead of single stutters. Here's how to read the pattern.
How to read the Agent-Manager Chat Log when you need a record of a conversation
The Agent-Manager Chat Log lets you view and search internal chats between managers and agents, and between agents, when you need a written record.
How VICIdial decides a call counts as a sale
VICIdial counts a call as a sale based on one setting on the call status: the Sale attribute. Here is how it works and where it shows up in reports.
What first-call resolution is and how VICIdial computes it
First-call resolution in VICIdial is calls handled divided by leads handled. Here is where the column lives and how to read it.
What sales-per-hour means and how VICIdial computes it
Sales-per-hour in VICIdial is sales divided by talk time, but one report divides by system time instead. Here is how to read both.
How to read the Agent LAGGED Report to find which dialer is struggling
The Agent LAGGED Report pins lag to a specific dialer and lists every lagged event by user, campaign, and time. Here's how to read both halves.
TEXT vs HTML report format: which to pick
VICIdial reports come in TEXT and HTML formats. Here is the practical difference and when to pick each, plus where to set your default.
How to read the SIP Event Report and spot false answers
The SIP Event Report sorts SIP messages by ring-time and other criteria. Here is how to enable it and use it to catch false answer supervision.
How to read the Real-Time Monitoring Log Report to see who listened in
The Real-Time Monitoring Log Report shows which manager monitored which agent, when, for how long, and what kind of session it was.