Glossary
VICIdial + dialer terminology, plain English. Every entry links to related concepts so you can browse from one to the next.
Roles
Agent
A user who places or receives calls in VICIdial. Distinct from "user" (admin/manager).
User Group
VICIdial's permission scoping — controls which campaigns a user can see and join.
Closer
An agent specialized in the second half of warm-transfer flows.
Fronter
An agent who qualifies leads then warm-transfers to a closer.
Dialing
Hopper
VICIdial's pre-loaded queue of leads ready to dial.
Campaign
VICIdial's top-level container for a dialing program — list, agents, dial method, dispositions.
Lead
A single phone number + associated metadata that VICIdial dials.
AMD (Answering Machine Detection)
Asterisk feature that detects when a call hits voicemail vs a live human.
List
A collection of leads tied to a campaign.
Disposition
The outcome an agent records for a call.
Status (lead status)
A lead's current state — drives whether the dialer will call it again.
Predictive dialing
VICIdial dials more numbers than agents available, predicting how many will pick up.
Progressive dialing
Less aggressive than predictive — dialer waits for an agent to be free before dialing next.
Preview dialing
Agent sees lead info before the call is placed; agent triggers the dial.
Lead recycling
Re-marking already-called leads as NEW so the dialer calls them again.
Callback
Scheduling a future call attempt with a specific lead.
Dial level
VICIdial's predictive multiplier — how many calls placed per available agent.
VMX (voicemail message)
VICIdial's auto-leave-voicemail feature for AMD-detected machines.
Dial timeout
How long VICIdial rings a number before giving up and moving on.
Compliance
DNC (Do Not Call)
VICIdial's three-layer DNC system + how to configure it for compliance.
TCPA
The federal Telephone Consumer Protection Act — the foundational US dialing law.
Reassigned Numbers Database (RND)
FCC's mandatory pre-dial check for numbers reassigned away from prior consent-givers.
Drop SLA
How quickly an agent must connect after a lead answers — TCPA caps abandonment at 3%.
Abandoned (call abandonment)
Lead picked up, no agent connected within drop SLA, dialer hung up.
Inbound
In-Group
Inbound queue + transfer destination for warm transfers from outbound campaigns.
ACD (Automatic Call Distribution)
How calls are routed to agents — VICIdial's queueing + skill-based logic.
IVR (Interactive Voice Response)
Press-1-for-X menus. VICIdial supports IVR via Asterisk dial-plan.
Skill (skill-based routing)
Tagging agents and calls with skills so the right agent gets the right call.
Queue
A waiting line for inbound calls — VICIdial's in-group implements this.
SIP
Operations
Recording
VICIdial recording config — what gets recorded, where it lives, retention.
Transfer
Warm vs cold transfer in VICIdial.
Conference
Three-way calling in VICIdial — agent + lead + supervisor or third party.
Whisper
Supervisor talks to the agent without the lead hearing.
Monitor
Supervisor listens to a live agent call without participating.
Barge
Supervisor enters a live call as an audible third party.
Metrics
Wrap-up time
Time agent takes after a call to disposition + take notes before the next.
AHT (Average Handle Time)
Talk time + hold time + wrap-up. The standard call-center efficiency metric.
Occupancy
Percentage of an agent's logged-in time spent on calls or wrap-up (i.e. not idle).
RPC (Right Party Contact)
A call where the agent reaches the actual intended person — the foundational outcome for outbound campaigns.
Connect
A call where the lead picked up — distinct from "answered" (which can include voicemail).
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