AGENTDIRECT

AGENTDIRECT is a special VICIdial mode that sends a call to one specific agent instead of to whoever is next in line. Normally an inbound call goes to the next free rep, but with AGENTDIRECT the call is reserved for a named person and waits for them.

It works as a special Ingroup that agents log into alongside their normal groups. When a call is tagged for a particular Agent — often because they're set as the Lead owner on the record — AGENTDIRECT makes sure it lands with that rep and nobody else. That continuity is the whole point.

When you'd use it

The classic case is a personal callback. When an agent books a Scheduled callback as their own, AGENTDIRECT can deliver that follow-up back to them so the customer talks to the same rep they already know. It's also handy when a prospect calls back asking for a specific person by name.

• Agents must be logged into the AGENTDIRECT group to receive these calls.
• If the named agent is offline, the call needs a fallback or it just waits.

Because agents can take AGENTDIRECT calls while still working outbound, it fits naturally into a Blended dialing setup. Just make sure a DID route or callback timer can hand the call somewhere sensible if the chosen agent isn't around — leaving a customer waiting for someone who went home is the one trap to avoid.