The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
Clean CID Number and Alter CID Name on a DID
Trim incoming caller ID digits and rewrite the caller ID name on a per-number basis before routing.
Record Call on a DID: recording inbound by number
Turn on call recording for a specific inbound number, and learn what the full and queue-stop options actually do.
How to point a DID at a call menu
Send a single inbound number into a recorded press-one menu so callers route themselves to the right queue.
How to point a DID at a specific agent
Send an inbound number straight to one logged-in agent with a VICIdial DID set to the AGENT route.
How to point a DID at an in-group
Route an inbound number to a shared agent queue by pointing its VICIdial DID at an in-group.
DID Route options: in-group, call menu, agent, or voicemail
A clear rundown of the DID Route choices in VICIdial so you know where each one sends an inbound call.
How to copy a DID
Copy an existing VICIdial DID to reuse all its routing settings on a new number without rebuilding them by hand.
How to add a DID in VICIdial
A step-by-step walk through adding a new DID in VICIdial so an inbound number reaches your agents.
What a DID is in VICIdial
A plain explanation of what a DID is in VICIdial, what it controls, and why every inbound call starts with one.
What a list is in VICIdial
A plain-English look at what a VICIdial list is, how it holds your phone numbers, and how it feeds calls to a campaign.
VICIdial lists and leads: the complete guide
What a list is, how settings work, how to load leads, and how leads flow into the dialer. The cornerstone guide to lists and leads.
VICIdial inbound call handling: the complete guide
A plain-English walkthrough of inbound calling in VICIdial: in-groups, hold music and place-in-line, in-queue callback, overflow and after-hours routing, no-agent handling, DIDs, call menus (IVR), filter phone groups, and what to check when calls go wrong.
Ring-all in-group: ringing every agent at once
Sometimes you want a call to ring every agent's phone at once and let the fastest hand win, like a small office line. VICIdial calls this ring-all. Here is how to set it up, the two places you flip the switch, and why it is only for light volume.
How to create an inbound group and start taking calls
From zero to answering live inbound calls in VICIdial takes four moving parts: an in-group, a DID, a campaign that allows the group, and an agent who logs in and selects it. Here is the whole path in plain order.
Finding which DIDs feed an in-group
Before you change or delete an in-group, you need to know which phone numbers point at it. VICIdial has a built-in list right on the in-group screen. Here is how to find it and why you should always check it first.
Logged-In Agents Report for an in-group
When a queue starts dropping calls, the first question is always the same: is anyone actually logged in to answer them? There is a one-click report that tells you exactly who is staffing an in-group right now. Here is how to use it.
Reading the Inbound Group Report
There is a one-click report hiding at the bottom of every in-group screen that shows you exactly how that queue performed. Here is how to open the Inbound Group Report, what its numbers mean, and which ones actually tell you something.
How to set up an after-call survey
Want to hear what callers think right after they hang up with an agent? VICIdial can play a short survey question and record the keypress. Here is how to turn it on for one in-group, what each setting does, and where the answers land.
After Call Survey: post-call IVR feedback
Want to know how a caller felt after they hang up with your agent? After Call Survey asks them to stay on the line, plays a question, and records their keypress answer. It is a simple post-call survey built into the in-group.
Populating lead fields from inbound caller ID
When an inbound call creates a lead, the record is mostly empty. A set of Populate Lead settings on the in-group can fill in the state, source, vendor code, and comments automatically from the caller ID and the DID. Here is what each one does.
Add Lead URL: creating leads from inbound calls
When a brand-new caller comes in, VICIdial can create a lead for them. Add Lead URL lets you tell an outside system the moment that happens, with the new lead's ID, phone, and the DID it arrived on. Here is how to set it up.
In-group URLs: firing webhooks on inbound call events
An in-group can ping a web address at key moments in a call: when it enters the queue, when it reaches an agent, when it gets dispositioned. These URL fields are how you push inbound activity into your own systems in real time.
Dial In-Group CID explained
When an agent dials out from an in-group manually, what number shows on the customer's phone? Dial In-Group CID lets you pin that to one number per group, overriding the campaign and the list. Here is when to use it.
Transfer Talk Minimum: filtering quick transfers
Some agents pass callers along the second they pick up. Transfer Talk Minimum makes an agent talk to a customer for a set number of seconds before they can transfer to your in-group, so handoffs are real conversations, not hot-potato.