VICIfast
Glossary

In-group

VICIdial's inbound queue — where inbound calls and warm transfers wait for an agent.

An in-group is VICIdial's inbound queue. It is where a call waits for an agent, and it is the destination for both calls arriving on a DID and warm transfers pushed over from an outbound campaign. In-groups are rows in vicidial_inbound_groups, identified by a short group_id such as CLOSERS or SUPPORT.

What an in-group configures

  • next_agent_call — the distribution strategy, defaulting to longest_wait_time, with alternatives that pick by agent rank, fewest calls taken, or random selection
  • queue_priority — which in-group wins when an agent is a member of several and calls are waiting in more than one
  • welcome_message_filename — the greeting, disabled by default at ---NONE---
  • drop_call_seconds and drop_action — how long a caller may wait before the fallback fires, and what that fallback is: HANGUP, MESSAGE, VOICEMAIL, IN_GROUP, CALLMENU or VMAIL_NO_INST
  • call_time_id and the after_hours_* settings — the hours the queue is open, and what happens outside them

Membership is separate. vicidial_inbound_group_agents maps users to groups and carries group_rank, group_weight, group_grade and a daily_limit. Those columns are how VICIdial does skills-based routing in practice: there is no skills table, so "route Spanish calls to Spanish speakers" means a Spanish in-group with the right agents in it, ranked.

Two uses, one mechanism

Inbound calls land on a DID, which routes into an in-group, which distributes to whoever is available. Warm transfers work identically — the fronter sends the live caller into a closer in-group and a closer picks it up. It is the same queue either way, which is why a closer team is set up as an in-group rather than as a campaign.

Where the calls are logged

In-group calls are written to vicidial_closer_log, not vicidial_log. That table carries queue_seconds and queue_position, which are the numbers behind your service level.

See also