URL (in VICIdial)

In VICIdial, a URL (Uniform Resource Locator) is just a web address — but the system can be told to open it automatically at certain moments in a call. That turns a plain address into a way to connect VICIdial to the rest of your tools. It's one of the most useful features people overlook when they're starting out.

The most common use is the screen-pop. When a call connects, VICIdial opens a URL in the Agent screen and fills it with details from the call — the phone number, the lead's name, the campaign. If that URL points at your CRM (Customer Relationship Management system), the right customer record appears the moment the agent says hello. No searching, no copy-paste, no awkward silence while they hunt for the account.

Two directions it works

A URL can pull a page in for the agent to look at, or it can quietly push information out. VICIdial drops real values into the address using placeholders, so a tag like the phone number becomes the actual number when the call happens. That's how the same single link works for every call — you write it once, and the system fills in the blanks each time.

You can fire a URL on different events: when the call starts, when the agent picks a Disposition (the outcome they record), or when they hang up. A silent background URL is a simple stand-in for a full API (application programming interface) (Application Programming Interface) hookup — it sends call data to another system without the agent noticing. It's a different job from TTS (text to speech), which reads text aloud rather than visiting a web page.

It matters because a good screen-pop is the difference between an agent fumbling for records and one who's ready before the customer finishes their first sentence. Set it once per campaign or Ingroup and it just works for every call, day in and day out.