agents
Remote agent
An agent who logs into VICIdial from outside the office — usually from home — connecting their phone and screen over the internet.
A remote agent is just an agent who logs in from outside the building — typically working from home. They open the same web screen and use the same phone, but everything travels over the public internet instead of a local office network. To VICIdial the work is identical; only the path the audio takes is different.
There are two pieces. The screen is a browser tab, which is easy. The phone is the part that needs care: it has to complete phone registration over sip (Session Initiation Protocol) so the server knows where the agent is and can route call audio to them. A bad home connection shows up as choppy or dropped audio long before it affects the screen.
Why it matters: remote agents take the same calls from the same ingroup and dial the same campaign as in-office staff, so you don't run a separate system for them. You can point one at a specific phone entry with a phone code override if their setup needs it. The main thing to manage is connection quality, because audio rides on their home internet.
For a stable remote setup, give agents a wired connection where possible, a decent headset, and a phone that re-registers reliably. Once the audio path is solid, a home-based agent performs no differently from one sitting next to the server.
Related terms
Agent
An agent is a person who talks to your customers on the phone, logged into VICIdial through a browser screen that VICIdial drives for them.
Campaign
A campaign is the container that ties together your lead lists, dialing rules, agents, and disposition options for one outbound calling effort.
Ingroup
An inbound group in VICIdial that routes incoming calls to a pool of agents, the inbound counterpart to an outbound campaign.
Phone Code Override
A list setting that forces a specific dial prefix or routing code onto leads, so a list can be dialed differently from the campaign default.
Phone registration
The process where a softphone or SIP device announces itself to VICIdial so the server knows where to send the agent's calls.
SIP (Session Initiation Protocol)
The standard signaling protocol that sets up, manages, and ends internet phone calls — how VICIdial talks to phones and carriers.