The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
How to set up a Safe Harbor message for dropped calls
Playing a recorded message on dropped calls takes three campaign fields lined up correctly: the action, the audio file, and the timing. Here is the order to set them in so the message actually plays.
What a Safe Harbor message is and why VICIdial plays one
Sometimes a contact picks up and no agent is free. Instead of dead air or a hang-up, many campaigns play a short recorded message. That is the Safe Harbor message. Here is what it is and why VICIdial offers it.
What Drop Lockout Time does
Drop Lockout Time stops VICIdial from re-dialing a number for a set number of hours after that number was dropped. It is a small field with real regulatory weight, especially in the UK. Here is how it works.
Drop Call Seconds and Drop Call Action explained
When a contact picks up and no agent is free, VICIdial has to do something fast. Drop Call Seconds sets the clock, and Drop Call Action decides what that something is. Here is what each setting actually controls.
Available Only Tally and how it changes drop-rate math
By default VICIdial counts agents who are already on a call when it decides how many lines to open. Available Only Tally tells it to count only the agents truly free right now, which is the strongest protection against dropping a live caller.
Dial Level Difference Target: keeping agents busy safely
Do you want a spare agent waiting, or a spare call waiting? Dial Level Difference Target answers that question, and the answer is one of the simplest levers you have for trading drop rate against agent idle time.
Adapt Intensity Modifier explained
Most predictive settings change where the dial level lands. Adapt Intensity Modifier changes how eagerly the dialer gets there. It tunes the personality of the algorithm, not the destination.
Maximum Adapt Dial Level: capping predictive aggressiveness
Predictive dialing will keep pushing the pace as high as the math allows. Maximum Adapt Dial Level is the hard ceiling that says: never open more than this many lines per agent, no matter how good the leads look.
Auto Dial Level Threshold: when predictive kicks in
Predictive dialing needs a crowd to work. Auto Dial Level Threshold tells VICIdial the minimum number of agents it needs before it trusts the prediction, and what to do when the room thins out.
What the Drop Percentage Limit setting does
Drop Percentage Limit is the ceiling you give VICIdial for how many connected calls it is allowed to abandon. Set it to 3 and the dialer pulls back on its own when it gets close. Here is what it actually controls.
How to choose the right auto dial level for your list
Pick your auto dial level from three things: how many agents you have, how warm your list is, and how many channels your server can carry. Here is how to weigh them.
What auto dial level means in VICIdial
Auto dial level is the lines-per-agent number that decides how aggressively VICIdial dials. Here is what each value means and who controls it in each dial method.
How to set up a manual-dial VICIdial campaign
A manual-dial campaign lets agents control every call. Set the dial method to MANUAL, sort out the manual prefix and caller ID, and you are dialing by hand in minutes.
How to switch a VICIdial campaign to predictive dialing
Moving a campaign from click-to-dial to predictive is a handful of fields on the Campaign Detail screen. Here is the exact order and what each setting does.
The inbound_man dial method explained
INBOUND_MAN lets one agent place manual outbound calls and still catch inbound calls in between. Here is what it does, why dial level must be 1.0, and when to use it.
What the adapt_hard_limit dial method does
ADAPT_HARD_LIMIT dials predictively but slams the brakes the moment your drop rate hits the ceiling. Here is exactly how that cap works and when you want it.
What adapt_average dialing does and when to use it
ADAPT_AVERAGE aims to keep your drop rate around the limit on average instead of slamming a hard ceiling on it. That makes for smoother pacing, but it asks you to trust the average. Here's the trade-off.
What adapt_tapered dialing does and when to use it
ADAPT_TAPERED lets you dial hot at the start of a shift and tightens up as your stop time nears, so a busy morning doesn't blow your daily drop-rate average. Here's how the tapering works and how to set it.
Manual dialing in VICIdial: when to use it
Manual dialing is the slowest mode VICIdial offers, and sometimes that's exactly what you want. Agents click to dial every number, nothing fires automatically, and you trade speed for control. Here's when that trade is worth it.
Ratio dialing vs predictive dialing in VICIdial
Ratio dialing holds a fixed number of lines per agent; predictive dialing moves that number for you. Both push calls ahead of free agents, but they behave very differently in practice. Here's how to choose.
What the VICIdial Dial Method setting does
The Dial Method dropdown on a campaign is the single most consequential setting you'll touch. It decides whether agents click to dial, dial a fixed multiple, or hand pacing to the predictive algorithm. Here's what each option means.
How predictive dialing works in VICIdial
Predictive dialing places more calls than you have free agents, betting that some will go unanswered. Here is how VICIdial decides how many lines to fire and how it keeps your drop rate in check.
How to lower your VICIdial drop rate
Drop rate creeping above 3%? Nine times out of ten the only knob you need is Auto Dial Level. Here is how to tune it without killing throughput.
How long does VICIdial provisioning actually take?
We measured it. Here's the breakdown + what's in each second.