The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
What Call Quota Lead Ranking does
Call Quota Lead Ranking is VICIdial's way of structuring recycle dialing: hit a lead a set number of times, across set time-of-day sessions, over consecutive days. Here is what it solves and when it is worth the complexity.
Call Count Limit vs Daily Call Count Limit
VICIdial has two settings that sound the same: Call Count Limit and Daily Call Count Limit. One caps total attempts over the life of a lead, the other caps attempts per day. Mixing them up gets you complaints - or wasted dials.
Next Agent Call: how VICIdial picks which agent answers
When two agents are free and a call comes in, who gets it? The Next Agent Call setting decides. Here is what each option does and which one to pick for fairness, speed, or rewarding your best closers.
Dial Statuses: which dispositions get redialed
The Dial Statuses on a campaign decide which call outcomes are eligible to dial again. Pick them well and you call the right leads back; pick them loosely and you re-call people you shouldn't. Here is how to choose.
Auto Alt-Number Dialing: calling a lead's second number
When a lead's main number doesn't connect, Auto Alt-Number Dialing automatically tries their alt phone or address3 field. Here is how to switch it on, which no-answer statuses trigger it, and the threshold that stops it.
Lead recycling: redialing no-answers automatically
Lead recycling redials a chosen status, usually Busy, after a set delay without resetting your whole list. Two numbers control it: how long before the lead comes back, and how many times it can be retried. Here is how to set it right.
Auto Active List New: auto-activating fresh lists
Auto Active List New flips an inactive list to active automatically when your campaign runs low on fresh leads, so agents don't go idle waiting for someone to turn on the next list. Here is how it works and its catches.
How to use a Lead Filter on a campaign
A Lead Filter narrows which leads a campaign will dial using a small piece of SQL. It is handy for slicing a list by state, zip, or call count, but one stray character can quietly stop your dialer cold.
What List Mix does and when to use it
List Mix lets you pull set percentages of leads from different lists and statuses into one dialing stream. Here is what it actually controls, why it can stall your dialer, and the rare cases where it earns its keep.
VICIdial dialing strategies: the complete guide
Every VICIdial dialing strategy in one place: ratio, predictive, adaptive, manual and blended. How dial level, drop rate, the hopper, lead order and caller ID fit together, plus a troubleshooting map for when calls slow down or drops climb.
List Order in VICIdial: how leads get picked
List Order decides which leads VICIdial pulls into the dialing queue first - by upload order, phone number, call count, timezone, and more. Pick the wrong one and your best leads sit untouched. Here's a plain-English tour of the options that matter.
Manual Dial Hopper Check explained
Manual Dial Hopper Check stops the awkward double-call: an agent dials a number by hand just as the auto-dialer was about to dial the same one. Turn it on and VICIdial clears the queued copy first. Here's how it works and when to use it.
Hopper Drop-Run Trigger explained
The Hopper Drop-Run Trigger does one thing: for a single minute, it loads only your DROP leads at top priority, then resets itself. Great for quickly retrying abandoned calls - with one warning about list resets you need to read first.
Hopper Hold Inserts explained
Hopper Hold Inserts loads leads into the queue in a held state, so they don't dial until something says go. It's how you stage leads for an outside process or a one-click agent flow. Here's what RHOLD and AUTONEXT actually do.
When to force a reset of the hopper
Force Reset of Hopper wipes the dialing queue clean on form submit, then lets it refill a minute later. It's a handy reset button for stuck or stale queues - and a fine way to dial the wrong leads if you use it carelessly. Here's the safe way.
Hopper VLC Dup Check: stopping duplicate dials
If the same person keeps getting called twice in a row, Hopper VLC Dup Check is the setting that catches it. Here's what it does, when it helps, and the one mistake that quietly chokes your dialing to a single lead per minute.
How to fix an empty hopper in VICIdial
Agents logged in, leads in your lists, but the hopper keeps showing empty and nothing dials. Work through these usual causes in order to get calls flowing again.
What the Automatic Hopper Multiplier does
The Automatic Hopper Multiplier is the one knob you have over VICIdial's automatic hopper sizing. Here is what it scales, the range it accepts, and when to move it off 1.
Automatic Hopper Level vs a fixed hopper level
Should you pin your hopper size to one number or let VICIdial recalculate it every minute? Here is how Automatic Hopper Level works and when each choice wins.
How to set your Minimum Hopper Level
Minimum Hopper Level is how many leads VICIdial tries to keep staged for dialing. Set it too low and agents stall; set it well and the floor stays busy. Here is the rule of thumb.
What the VICIdial hopper is and why it matters
The hopper is the short list of leads VICIdial keeps ready to dial in the next few minutes. Understand it and most strange dialing behavior suddenly makes sense.
Adapt Percent-Max Percentage explained
ADAPT_PERCENTMAX uses one number to decide how hard your dialer pulls back when you cross the drop limit. Here is what Adapt Percent-Max Percentage actually controls and how to set it.
Agent In-Call Tally Seconds Threshold explained
This setting tells VICIdial when to stop counting an agent toward dialing more calls based on how long they have been on a call. It is a quiet pacing lever that can cut drops on campaigns with long talk times. Here is how it works.
Multiple Campaign Drop Rate Group explained
If you run several campaigns at once, their drop rates are usually tracked separately. Multiple Campaign Drop Rate Group pools them into one shared number so the dialer manages your overall abandonment across the group. Here is how it works.