The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
How to build a press-1 survey campaign
A step-by-step walkthrough of building a press-1 survey campaign in VICIdial: record the prompts, fill the survey fields, set the routing extension, and pick the right dial method.
Survey dialing: press-1 campaigns in VICIdial
Press-1 and survey dialing plays a recorded question and routes the call based on which key the person presses. Here is how the survey fields fit together and what to know before you run one.
Inbound No-Agents No-Dial explained
Inbound No-Agents No-Dial pauses outbound dialing on a blended campaign when too few inbound agents are free. Here is what the setting does, the threshold that controls it, and when it earns its keep.
Inbound Queue No Dial: pausing outbound when the queue fills
Inbound Queue No Dial pauses outbound dialing whenever inbound callers are waiting in your allowed in-groups. It is a simple safety valve that keeps a blended campaign from drowning real customers. Here is how to set it.
Concurrent Transfers: limiting simultaneous transfers
Concurrent Transfers controls how many answered calls can be sent to agents at once without waiting in line. On small teams it barely matters; on large ones it can change everything. Here is what it does and why AUTO is usually right.
Queue Priority: which calls reach agents first
When outbound and inbound calls are both waiting, Queue Priority decides who gets to your agents first. A higher number wins. Here is how the defaults work and when to change them.
Shared Dial Rank: prioritizing campaigns for shared agents
When several SHARED dial-method campaigns compete for the same agents, Shared Dial Rank decides which one dials first. A small number means higher priority. Here is how the round-robin works and how to set it.
Shared-Agent Campaign Dialing explained
Want one team of agents to auto-dial across two or three campaigns at once? Shared-agent dialing makes it possible, but it brings extra drop-rate risk. Here is when to use it and when list overrides are the simpler answer.
How to set up a blended VICIdial campaign
A blended campaign lets the same agents take inbound calls and dial outbound from one seat. Here is how to turn outbound dialing on for an inbound-enabled campaign without overwhelming your queue.
Blended inbound/outbound dialing explained
Blended dialing keeps agents busy by mixing outbound calls with inbound ones: dial out when it is quiet, queue the inbound call when one arrives, then route it the moment an agent is free. Here is how the pieces fit.
Allow Inbound and Blended: turning a campaign blended
Allow Inbound and Blended is the campaign switch that lets your outbound agents also take incoming calls. Flip it to Y and an Allowed In-Groups list appears so you can choose exactly which inbound queues they can pull from.
Omit Phone Code: stripping a leading digit before dialing
If every lead carries a country code your carrier does not want to see, Omit Phone Code tells VICIdial to drop it before dialing. Set it to Y and the dialer sends the local digits without you editing every record.
Dial Prefix vs Manual Dial Prefix
Dial Prefix decides which path your auto-dialed calls take out of the system. Manual Dial Prefix lets manual calls take a different path. Knowing which one applies to which call saves you a confusing afternoon.
Local Call Time: keeping calls inside legal hours
Local Call Time tells VICIdial which hours it may dial a lead, based on the lead's own time zone, not yours. Set it once per campaign and the dialer stops calling people at 7am their time while you sip coffee at noon.
Dial Timeout: how long VICIdial waits for an answer
Dial Timeout sets how many seconds VICIdial lets a number ring before giving up. Set it too short and you hang up on people who were about to answer; too long and you waste lines. Here is how to pick a number.
Campaign CID Name: setting your caller-ID name
Campaign CID Name sets the text label that can ride along with your number, like a business name. It only works through a CNAM-capable gateway. Here is what it does and what it does not.
Area-code caller ID (AC-CID): matching a local number
AC-CID lets a campaign show a local number that matches the area code you are calling. People answer local numbers more. Here is how to turn it on and load your area-code-to-number map.
CID Group Failover explained
A CID Group can run out of matching numbers when a lead's area code is not in the group. CID Group Failover is the backup group VICIdial uses for those leads. Here is how to set it up.
CID Groups: rotating caller IDs across a campaign
A CID Group lets a campaign rotate through many outbound numbers and pick one based on the area code or state you are calling. Here is what a CID Group is and how it changes which number shows up.
Custom Caller ID in VICIdial
The Custom Caller ID setting lets each lead carry its own outbound number instead of one campaign-wide number. Here is what Y, AREACODE, and USER_CUSTOM each do and when you actually want them.
Campaign Caller ID: setting the number you dial from
The Campaign Caller ID field decides which number shows up on the screen of the person you call. Here is what it does, why the default of UNKNOWN is a bad idea, and how to set it correctly.
What Call Count Target does
Call Count Target looks like a dialing limit but it is not. It never stops a single call. It just sets the denominator for the penetration percentage you see on the List Modify page. Here is what it really measures.
Daily Phone Number Call Limit: capping calls per number
Daily Call Count Limit caps calls per lead. Daily Phone Number Call Limit caps calls per number - across every lead that shares it. If the same phone shows up on several records, this is the setting that stops you double-dialing it.
Demographic Quotas explained
Demographic Quotas let VICIdial steer dialing toward goals - call this many people in this region, this many in that age band - by re-ranking leads as quotas fill. Here is what the feature does and how to switch it on.