The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
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.
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.
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.
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.
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.
Hangup Xfer Recording Start: starting a recording when the agent drops the third party
Hangup Xfer Recording Start kicks off a recording the moment an agent clicks HANGUP XFER. Here is what it captures and when to use it.
Customer 3-Way Hangup Action: auto-sending the agent to disposition on customer drop
Set the Customer 3-Way Hangup Action to DISPO so VICIdial hangs up the agent and opens the disposition screen the moment a customer leaves a 3-way call.
3-Way Call Dial Prefix: routing 3-way calls through a specific trunk (and hearing ringback)
The 3-Way Call Dial Prefix routes agent 3-way calls through a chosen trunk. Leave it empty to use the campaign prefix, or set 88 to hear ringback.
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.
How to set up a fronter-to-closer workflow in VICIdial
A step-by-step setup for fronter-to-closer handoffs: a closer campaign, the right inbound group, a default transfer group, and the Local Closer transfer.
The Quick Transfer button: one-click blind transfers from the agent screen
How the Quick Transfer button adds one-click blind transfers to an in-group or preset right below the Transfer-Conf button.
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.
How to blind-transfer a call to a phone number in VICIdial
Step-by-step on using the Blind Transfer button to push a VICIdial customer to an external phone number and drop off the call cleanly.
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.
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.
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.
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.
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.
Multi-dial 3-way press-1: ringing several outside numbers and connecting the first to answer
Use multi_dial_phones to ring up to 10 outside numbers at once and bridge the first one who presses 1, with md_check to block overlapping calls.
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.
Warm transfer vs cold (blind) transfer in VICIdial, and when to use each
The practical difference between a warm transfer and a cold blind transfer in VICIdial, with the buttons each one uses and when each makes sense.