VICIfast
Feature · AI Investigator

VICIdial troubleshooting that names the cause

AI Investigator finds the cause of a VICIdial problem from your servers’ own records. Ask why an agent’s buttons froze, why answered calls hear silence or whether a list of numbers reached anyone: it runs read-only reports across your database and every dialer, compares the agent with the rest of the floor and answers in plain words, with every report it used underneath.
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Real case · 4-server cluster, about 90 agents · names changed

Agent 3152 says the dialer buttons freeze during leave 3-way. Why?

AI Investigator

Leave 3-way is not freezing agent 3152’s screen, and it is not a server or database fault. The one freeze I can see was a lost connection on that agent’s own PC or network.

  • 3152 was marked LAGGED once, at 09:28:53. LAGGED means the agent screen stopped reaching the server.
  • The webphone then dropped at 09:31:42 and was offline for 1m 30s. It came back on its own.
See the full answer and more examples
read-only reports it chooses from
17
read-only reports it chooses from
from question to answer
About a minute
from question to answer
nothing on your servers is changed
Read-only
nothing on your servers is changed
quick checks on every plan
Free
quick checks on every plan

Real questions, its own answers

What it answers, in its own words

The answers below are AI Investigator’s, from real runs. The real cases come from a four-server cluster with around ninety agents, with agent names and phone numbers changed. The demo ones come from our live demo server. Two of them are the same complaint with two different causes.

Real case · 4-server cluster, about 90 agents · names changedOct 27, 08:00 to 10:00 server time

Agent 3152 says the dialer buttons freeze during leave 3-way. Why?

AI Investigator

Leave 3-way is not freezing agent 3152’s screen, and it is not a server or database fault. The one freeze I can see was a lost connection on that agent’s own PC or network.

What the records show

  • 3152 was marked LAGGED once, at 09:28:53. LAGGED means the agent screen stopped reaching the server.
  • The webphone then dropped at 09:31:42 and was offline for 1m 30s. It came back on its own.
  • The 09:31:18 3-way came after the 09:28:53 LAGGED mark, so the lag didn’t follow that 3-way. The drop came 24 seconds after the 3-way, which may be a coincidence. One case can’t settle it.
  • Across the floor, 320 3-ways were made by 21 agents. None of the 10 LAGGED marks came within 20 minutes after that agent’s own transfer or 3-way. Conference rooms are fine: 269, 275 and 274 free of 300 on the three dialers.
  • Drops are per PC. No minute had 3 or more phones dropping together, so it isn’t the office internet or the server.
  • 3152 reloaded or logged back in 7 times between 08:32 and 09:34. That fits an agent working around a stuck screen.

What to do

  • Ask 3152 to use a wired connection if possible, keep no extra Chrome tabs open and note the exact time of the next freeze.
  • If the freezes keep happening on that PC only, test another PC. If several agents freeze at once, contact support with the time.
Reports it ran:Agent timelineTransfers and 3-waysConnection health14 secondsRead-only

How it works

From a complaint to the cause in about a minute

  1. Step 1

    Ask the way you would ask an engineer

    Pick a quick check or type the question in your own words, and choose the window: the last half hour, today, yesterday or any stretch up to a week. Paste the agent, the campaign or the phone numbers the complaint is about.

  2. Step 2

    It works through your records

    It chooses from 17 read-only reports and runs the ones the question needs, a few at a time: the call and agent logs, transfers, queue choices, every webphone’s connection from Asterisk, the admin log, the database and each server’s health. It compares the agent you asked about with the rest of the floor at the same moments.

  3. Step 3

    You get a verdict you can check

    The cause in one or two sentences, the evidence with its times and numbers, and what to do in your VICIdial. Every report it ran sits under the answer with its rows. Ask a follow-up, share a link or save it as a PDF.

For call centers and BPOs

Built for floors with hundreds of seats

On a large floor the same complaint has a dozen possible causes, and the evidence is spread over several servers and logs. AI Investigator reads all of them at once and tells a PC problem from an office, network or server problem.

Whole clusters, not one box

On a cluster it reads the database server and every dialer’s Asterisk log, so a webphone that dropped on dialer 3 and the transfer logged on the database line up in one answer.

One PC, the office or the network

Every agent is measured against the floor. One agent dropping is that PC; fifty phones and the carrier trunks dropping in the same minute is the network, and the answer says which.

It starts on its own when the floor spikes

When drops pass a campaign’s limit, agents’ screens start lagging or the database queues up, an investigation runs by itself and the answer is waiting before anyone files a ticket.

Yesterday, summarised every morning

A short email each morning on days the floor worked: drops against limits, answer-to-agent times, connection trouble, agent time and admin changes, with what needs attention first.

Safe on a busy MyISAM floor

VICIdial’s call log locks the whole table while it is read. Every report reads it in short slices on indexed columns, and every query stops itself after eight seconds, so a check never freezes the dialer it is checking.

An answer you can hand on

Share a link that works for 30 days without signing in, or print it, for a floor manager, a client or a carrier. Every run is logged with who asked, what and when.

For VICIdial hosts and resellers

Answer your customers before they open a ticket

Most tickets on a hosted dialer start the same way: an agent froze, calls are not reaching agents, did this lead get called. Your customers can check those themselves in the dashboard they already use, with your brand on it, and the ones that still need you arrive with the evidence attached.

Talk to us about partner terms

  • The first look is instant

    Quick checks run from the customer’s Reports tab in about a minute, on every plan.

  • Escalations arrive with the evidence

    A shared answer carries the times, agents and numbers, and every report under it.

  • Your brand, not ours

    On a white-label dashboard the card, the answers and the shared pages carry your brand.

Pricing

Start free, add the rest when you need it

Quick checks

Freeon every plan

  • Three one-click checks: a frozen agent screen, calls not reaching agents, whether given numbers reached anyone
  • 20 a month on every server
  • Full answer with every report under it
Start free trial

AI Investigator

$29a month per server

  • Any question in your own words, and any single report
  • Follow-up questions on the same answer
  • The morning summary email and the automatic checks
  • Up to 300 investigations a month
Start free trial

Clusters and volume

Talk to usfor clusters and fleets

  • A cluster investigated as one: the database server and every dialer
  • Pricing across a fleet of servers
  • For hosts: offering it to your own customers
Talk to us

Trust

What it never does

  • Never changes anything: every report only reads, and nothing in VICIdial is written.
  • Never writes its own queries: it can only run the 17 reports, with the inputs they accept.
  • Never sends recordings or passwords to the AI: only the reports’ results, such as counts, times, agent names and the numbers you ask about.
  • Never guesses a number: every figure in an answer comes from a report shown under it, and what it cannot see it says it cannot see.

What does AI Investigator check?

Three quick checks cover the questions call centers ask most: an agent’s screen or buttons freezing, calls answered but not reaching agents, and whether given numbers reached an agent. With AI Investigator you can also ask anything in your own words, and it picks from 17 reports to answer.

  • Calls and agents: who took each number and how fast, one agent’s day in order, every agent’s connection drops, transfers and 3-way calls, queue choices, wait against talk time.
  • The dialer: drops and lost calls against each campaign’s limit, seconds from answer to agent, answering-machine detection, hangup causes per trunk, leads left to dial.
  • Inbound queues, admin changes, heavy admin pages, recordings, database locks and each server’s health.

How does it find the cause?

It reads the same records an engineer would: the call and agent logs, the transfer log, the queues each agent picked at login, Asterisk’s log of every webphone, the admin log and the web server’s log. It compares the agent you ask about with the rest of the floor at the same moments, and it tells a logout or a page reload apart from a lost connection.

Is it safe to run during a shift?

Yes. Every report only reads. VICIdial’s call log locks the whole table while it is read, so large logs are read in short time slices on indexed columns, and each query stops itself after eight seconds. A check never holds up the dialer it is checking, and one check runs at a time per server.

How is it different from the Server watch?

The Server watch samples your server live for five minutes to two hours and emails a report when it ends. AI Investigator answers from what has already happened, in about a minute, from the last half hour to the last week. Use the watch when a problem is happening now and you want to see it unfold.

FAQ

AI Investigator FAQ

No. Every report only reads, and nothing in VICIdial is changed. It cannot write its own queries either: it can only run its 17 reports, with the inputs they accept.

From your servers’ own records. Every report it ran is shown under the answer with its rows, and what it cannot see it says it cannot see.

It can only be as complete as the records. It keeps what the data shows apart from what it infers, says when one case can’t settle a question, and names the live check that would. Every figure can be checked against the report under it.

Yes. It investigates the cluster as one: the database server and every dialer’s Asterisk log, so a webphone that dropped on one dialer and a transfer logged on the database show up in the same answer. For clusters, talk to us about pricing.

Every plan includes the three quick checks, 20 a month per server. AI Investigator, at $29 a month per server, adds questions in your own words, follow-ups, the morning summary email and automatic checks, up to 300 a month. For clusters and fleets, talk to us.

Only the reports’ results: counts, times, agent names and the phone numbers you ask about. Recordings and passwords never are. It is processed by Anthropic, listed on our sub-processors page.

Yes. On a white-label dashboard the card, the answers and the shared pages carry your brand. Talk to us about partner terms.

Yes: share a link that works for 30 days without signing in, or print it to PDF.

Guides

Related guides

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Ask your floor what went wrong.

Quick checks are free on every plan. AI Investigator is $29 a month per server; for clusters and fleets, talk to us.

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