The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
Daily Reset Limit explained
The Daily Reset Limit caps how many times a list can reset per day, a safety valve against accidental over-dialing.
Reset Times: scheduling automatic list resets
The Reset Times field lets a list recall itself at fixed clock times every day so you never have to reset by hand.
Reset Lead-Called-Status: recalling a whole list
Resetting a list flips every lead back to a callable state so the dialer can work the same numbers again after a full pass.
List Statistics: reading a VICIdial list's health
The List Statistics on the modify page tell you what's left to dial. Here's how to read dispositions, dialable, and penetration.
List Expiration Date: auto-retiring a VICIdial list
The Expiration Date setting quietly stops a VICIdial list from dialing after a chosen day. Here's how it works and how to read the EXP flag.
Assigning a VICIdial list to a campaign
How to attach a list to a campaign in VICIdial, what changes when you move it, and why a list can only run on one campaign.
Active: turning a VICIdial list on and off
The Active setting is the master switch that decides whether a VICIdial list gets dialed at all. Here's how to use it.
How to modify a list in VICIdial
A tour of the Modify List screen - the settings you can change after a list is created, and the ones you can't.
How to add a new list in VICIdial
A walkthrough of adding a new list in VICIdial, including the list ID rules that trip up most first-timers.
Service level: percent of calls answered within X seconds
How VICIdial calculates the share of inbound calls answered within a chosen number of seconds on hold.
Sending a DID straight to voicemail
How to point a VICIdial DID at a voicemail box so calls go to recorded messages instead of agents.
DTMF logging in a call menu
How to record which keypad option a caller pressed in a VICIdial call menu and store it on the lead.
Hold Recall Transfer In-Group explained
How the Hold Recall Transfer In-Group setting auto-redirects a repeat caller to a different queue.
Answer Signal: when an inbound call is marked answered
The Answer Signal setting decides when VICIdial tells the carrier a call is answered, which affects billing and audio.
On-Hook CID: handling calls with no agent on the line
What the On-Hook CID setting shows on an agent phone when an inbound call rings, and which option to pick.
Extension Append CID explained
This in-group setting tacks the agent's extension onto the caller ID name, which helps with on-hook phones and logging.
Uniqueid Status Display explained
This in-group option shows the call's unique ID on the agent screen, which makes tracing a specific call far easier.
No Delay Call Route explained
This in-group setting strips wait times and prompts so callers reach an agent as fast as possible. Here is when to use it.
Pointing multiple DIDs at one in-group
Several phone numbers can all feed the same queue. Here is how to route many DIDs into one in-group cleanly.
In-group vs campaign: what's the difference
In-groups handle calls coming in. Campaigns make calls going out. Here is the plain difference and how they work together.
IVR keypress does nothing: debugging call-menu options
A caller presses a number in your phone menu and nothing happens. Here is how to find which call-menu setting is eating the keypress.
DID isn't routing calls: first things to check
When a VICIdial DID receives a call but sends it nowhere useful, start with these settings.
Callers stuck on hold forever: common causes
Why VICIdial callers can sit on hold even when agents are free, and the in-group settings behind it.
Inbound calls not reaching agents: what to check
A short checklist for when VICIdial inbound calls arrive but never get handed to a logged-in agent.