The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
Allowed Transfer Groups: choosing which in-groups a campaign can transfer to
Allowed Transfer Groups controls which in-groups agents can transfer calls to. Here is how the checkboxes work and why Allow Closers must be on.
Transfer-Conf Button Launch: opening a webform or tab when the Transfer button is clicked
Transfer-Conf Button Launch fires a webform or agent screen tab the moment your agent clicks Transfer Conf. Here is what it does and when to use it.
Setting up a closer campaign: Allowed Inbound Groups and Allow Closers
Allowed Inbound Groups picks which in-groups a closer campaign can take calls from, and it counts those calls as active for blended campaigns.
PrePopulate Transfer Preset: filling the Number to Dial field automatically
How the PrePopulate Transfer Preset option fills the Number to Dial field in the Transfer-Conference frame before the agent touches it.
Customer 3-Way Hangup Logging: detecting when the customer drops off a 3-way
Customer 3-Way Hangup Logging records in the user_call_log when a customer hangs up during a 3-way and can trigger an optional hangup action.
3-Way Recording Stop Exception: exempting specific numbers from the recording stop
Use a PHONE_NUMBERS Settings Container to invert 3-Way Recording Stop for a chosen list of numbers, so some destinations keep recording and others do not.
How to transfer a call directly to another agent with AGENTDIRECT
Send a VICIdial call to one specific agent using an AGENTDIRECT in-group, including the in-group validation setting that keeps transfers landing correctly.
Transfer No Dispo: skipping the disposition screen after a transfer (and why it's risky)
Transfer No Dispo lets an agent transfer a call without the disposition screen popping up. It saves clicks but can corrupt data on agent transfers.
Hangup Xfer vs Hangup Both: dropping the third party vs ending the whole call
Hangup Xfer drops only the third-party leg and leaves you with the customer; Hangup Both ends the entire call. Here is how to pick the right one.
Drop Transfer Group: sending dropped calls to an in-group instead of hanging up
Use the IN_GROUP Drop Call Action to route dropped outbound calls into a live in-group instead of dead-ending them on a hangup.
Leave 3-Way Start Recording: keeping a recording running after the agent leaves
Enable Leave 3-Way Start Recording so VICIdial begins a recording when the agent leaves a 3-way and keeps capturing the closer's conversation after.
The 3-Way Press Log Report: reading Started, Answered, Accepted, and Declined
Decode the VICIdial 3-Way Press Log Report: what Started, Answered, Accepted, Declined, Too Slow, and Defeated mean for each outside-agent call.
Transfer In-Group Sort Order: ordering the Local Closer dropdown
Transfer In-Group Sort Order decides how in-groups appear in the Local Closer pull-down. Learn the GROUP_ID, GROUP_NAME, and PRIORITY options.
Transfer-Conf Numbers and DTMF: setting up the D1–D5 transfer presets
How the seven Transfer-Conf Number and DTMF fields create the D1 through D5 links your agents click to auto-fill a transfer.
How to transfer a call to an external number in VICIdial
Transfer a VICIdial call to an outside phone number, with the choice between a blind handoff and a warm three-way, plus the dial_override flag.
Customer 3-Way Hangup Seconds: tuning how fast a customer hangup is logged
Set how many seconds VICIdial waits after a customer drops off a 3-way call before it logs the hangup and fires any follow-up action.
3-Way Recording Stop: stopping the recording when an agent starts a 3-way
Turn on 3-Way Recording Stop so VICIdial halts the call recording the moment an agent clicks DIAL WITH CUSTOMER or PARK CUSTOMER DIAL.
The Transfer-Conf frame explained: every button on the agent transfer screen
A plain walkthrough of every button on the VICIdial Transfer-Conf frame, from Dial With Customer to Hangup Xfer, and what each one actually does.
What "Leave 3-Way Call" does and when an agent should use it
Leave 3-Way Call drops the agent out of the conference, leaves the customer and third party talking, and sends the agent to disposition.
What DEFAULTINGROUP does when an agent transfers a call
DEFAULTINGROUP is a reserved in-group token that auto-picks the default in-group for the call's origin, so agents transfer without choosing a queue.
Why Leave-3-Way recordings have minutes of silence at the end, and how to fix it
Leave-3-Way Start Recording can tack minutes of dead air onto the end of a recording. Here is why it happens and the two dialer flags that stop it.
Default Transfer Group: pre-selecting an in-group in the transfer frame
Default Transfer Group pre-selects an in-group in the transfer-conference frame so agents do not have to pick the same closer queue every time.
"AMD not working" because the AMD Asterisk application isn't loaded
If the AMD Asterisk application was never loaded on your server, detection silently does nothing. Here is how to confirm it and get it running.
The complete guide to VICIdial transfers, 3-way calls, and the fronter/closer model
How VICIdial transfers, 3-way calls, and the fronter/closer model fit together, from the Transfer-Conf frame to in-group routing and reporting.