The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
Connecting a SIP Carrier to VICIdial: The Complete Guide
Everything you need to wire a SIP carrier into VICIdial: trunks, registration vs IP auth, dialplan routing, failover, least-cost routing, and STIR/SHAKEN.
Previewing a Lead File Before Importing It Into VICIdial
The custom-layout loader and auto-detect feature let you see how your columns will map before you commit. Here is how to preview a file and avoid loading garbage into your lists.
Loading a File That Updates Existing Leads in VICIdial
The lead loader can do more than insert new records. With duplicate checking and the status mismatch action, it can move and update leads you already have. Here is how that works.
How Custom Fields Show Up on the VICIdial Agent Screen
You created a custom field on a list. Where does the agent actually see it, and how do the type and label settings change what they get? Here is the path from list to screen.
What Happens to Leads After a VICIdial List Expires
An expired list does not delete anything. It quietly stops dialing. Here is exactly what the expiration date does to your leads and how to bring them back.
How Aggressive List Resets Cause Over-Calling in VICIdial
Resetting a list too often quietly multiplies how many times each person hears from you. Here is how it happens and how to stay inside the line.
Reading How Many Leads Are Loaded and Dialable in a VICIdial List
A loaded list and a dialable list are not the same thing. Here is how to read the count that actually decides how many calls you can make.
Reset Times: The 24-Hour Format and Setting Multiple Resets
How to write list Reset Times in 24-hour format, how to set several resets a day with dashes, and how it relates to weekday resets.
Lead Recycling vs Auto Alt-Number Dialing: Two Different Retry Tools
Recycling re-dials the same number after a delay. Auto alt-number dialing tries the lead's other numbers. Here is when to use each.
What the List ID on a Lead Actually Means
Every lead carries a list_id. Here is what that number controls, why it cannot change, and how it ties a lead to a campaign.
Bulk Loading vs Adding Leads One at a Time in VICIdial
When to use the web lead loader for a file of leads and when to add a single lead by hand, plus what each path skips.
Drop Inbound Group Override: Catch Dropped Outbound Calls per List
Use the per-list Drop Inbound Group Override to route outbound calls that drop into a different in-group than the campaign default.
Inbound Script Override: A Different Agent Script per List
Set a per-list Inbound Script Override so agents see the right script for inbound calls based on which list the lead came from.
How to Delete a VICIdial List (and What Happens to Its Leads)
Deleting a VICIdial list is a deliberate two-step action that also removes every lead inside it. Here is the process, the gotchas, and the safer alternatives.
API New Lead URL: Pushing New Leads to an External System
The API New Lead URL fires a web request every time a lead is added through VICIdial's API. Here is how to use it to sync new leads to your CRM.
Auto Active List Rank in VICIdial, Explained
Auto Active List Rank decides the order VICIdial switches your dormant lists on as each one runs dry. Here is what the number means and how to set it.
List Change Date and List Last Call Date Explained
Two timestamps on every VICIdial list quietly tell you when settings last changed and when a lead last dialed. Here is how to read them and why they matter.
VICIdial List Management Best Practices for New Operators
A practical starting checklist for managing VICIdial lists: naming, campaign assignment, resets, expiration, and the stats that tell you when a list is spent.
How to Recall All Your No-Answer Leads in VICIdial
No-answer leads pile up fast. Here is how to get them back in front of the dialer using recycling or a list reset, without breaking your call counts.
Leads Dialing in the Wrong Time Zone: How to Fix It in VICIdial
Calls going out too early or too late usually mean leads coded to the wrong time zone. Here is how it happens and how to fix it.
Duplicate Leads in VICIdial: How They Happen and How to Stop Them
Duplicate leads waste agent time and annoy customers. Here is where dupes come from in VICIdial and the controls that prevent them.
Why a VICIdial List Shows 0 Leads Available
The list has thousands of records but the dialer reports zero available. Here is what 'available' actually means and how to fix it.
Leads Not Dialing? List-Level Causes in VICIdial
When a list of leads sits there and nothing dials, the cause is usually a setting on the list itself. Here is the checklist.
The Time Zone Setting on a VICIdial List
The Time Zone Setting decides how VICIdial figures out what local time it is for each lead in a list. Here is what each option does.