The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
Enable Transfer Presets: building an unlimited transfer number list
How the Enable Transfer Presets option adds a Presets menu to the campaign and gives agents an almost unlimited list of transfer numbers.
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.
How to transfer a call to an in-group (closer queue) with Local Closer
How to hand a live VICIdial call to a closer queue using the Local Closer button and the in-group pull-down, including the DEFAULTINGROUP shortcut.
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.
Hide Transfer Number to Dial: locking down what agents can dial on a transfer
How the Hide Transfer Number to Dial option removes the free-type field so agents can only transfer to the destinations you allow.
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.
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.
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.
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.
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.
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.
XFERS, DROP, and OTHER in the Fronter/Closer Report: what each column means
A plain-English read of the XFERS, DROP, and OTHER columns in the VICIdial Fronter/Closer Report so you stop guessing at your transfer numbers.
What "Dial With Customer" does: 3-way calling with the customer on the line
Dial With Customer keeps the lead live while you ring a third party, so all three of you share one conference until you decide how to hand off.
3-Way Press-1 calls explained: making the outside agent press 1 to accept
How VICIdial 3-way press-1 calls work: the outside agent must press 1 before they join the agent and customer on the line.
Park Customer Dial vs Dial With Customer: which 3-way button to click
Park Customer Dial sends the customer to hold while you talk to a third party first; Dial With Customer keeps everyone live. Here is when to use each.
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.
3-Way Volume Buttons: volume up, down, and mute during a 3-way call
The 3-Way Volume Buttons setting enables or disables volume up, down, and mute in the live calls panel while an agent is on a 3-way call.
3-Way Call Outbound CallerID: which number shows on a 3-way call
The 3-Way Call Outbound CallerID setting controls which number a 3-way call sends out: campaign, customer, agent phone, agent choice, or a custom CID.
Consultative transfers in VICIdial: talking to the closer before you hand off
A consultative transfer lets you speak with another agent privately before the customer joins. Here is how the checkbox works and when to use 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.
Custom 3-Way Button Transfer: a one-click 3-way to a preset or lead field
How the Custom 3-Way Button Transfer option adds a one-click button that places a 3-way call to a preset value or a number from the lead.
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.
AMD isn't working: the checklist to run through
AMD passing every call straight to agents or dropping live people? Work this checklist of dialplan, reload, and campaign settings to find the break.
Reading the Fronter/Closer Report: transfers, sale %, and conversion
The Fronter-Closer report splits performance into fronter transfers and closer conversion, so you can see which half of the handoff needs work.