Adding agents and user groups

The Users tab is where your people live. Every agent who logs into the dialer has a row here, and user groups decide what those agents can see and which inbound calls they receive. This walkthrough covers adding one agent or a hundred, resetting a forgotten password, organizing groups, and removing someone cleanly — click by click, about five minutes.

Step 1 — Open the Users tab

1. Click Servers in the left sidebar.
2. Click your server’s name in the list.
3. A row of tabs appears under "VICIdial Management & Reporting". Click Users.

You see two grids. On top, Agents: every login on the server with its name, group, level, last login, live state, and a Status switch. Below it, User groups. The search box and the group and active filters above the Agents grid help you find people fast; the CSV button exports exactly the rows you see.

Step 2 — Add one agent

1. Click the New agent button, top-right of the Agents grid.
2. User ID: type a number, for example 1021. This is what the agent types to log in. Four to six digits is typical. You cannot change it later, so pick a scheme and stick to it.
3. Full name: the person’s name as it should appear in reports.
4. User group: pick a group from the dropdown. Every agent belongs to exactly one group. (No groups yet? Create one in step 5 first.)
5. User level: leave it on 4 for a normal agent. Level 7 is a reports-only admin, 8 and 9 are full admins — only raise it for people who run the call center.
6. Password: a random one is already filled in. Click the little circular arrow to roll a new one, or type your own. Letters and numbers only, at least 6 characters. This is the password the agent types to log into the agent screen.
7. Email: optional.
8. Click Create.

That is the whole job. Behind the scenes VICIfast creates the dialer login and a matching webphone with the same extension, wired together automatically — there is no phone setup for you to do, and the phone’s own technical password is generated and managed for you. Hand the agent their User ID and the password from the form, and they can log in.

Step 3 — Add many agents at once

1. Click Bulk add, just left of New agent.
2. Pick a starting-range suggestion (or type your own starting number). The suggestions continue your existing numbering and warn you if any IDs collide.
3. Set Count — up to 100 per batch — plus the Group and Level for the whole batch.
4. Name pattern: something like "Agent {n}" gives you Agent 1, Agent 2, and so on. {user} inserts the user ID, {group} the group code.
5. Password: random per user, one random password for the whole batch, or type your own (letters and numbers, at least 8 characters) applied to everyone.
6. Click Create N agents and wait for the confirmation.

When the batch finishes, a "Credentials — shown once" dialog lists every new login with its password. Click Copy CSV or Download CSV before you close it — the passwords are never stored in plain text, so this is your only look at them.

Step 4 — Reset a forgotten password

1. Find the agent in the Agents grid.
2. Click the circular-arrow icon on their row (hover text: Reset password) and confirm.
3. The new password appears in the "Credentials — shown once" dialog. Copy it and send it to the agent before closing.

The reset only changes the login password. The agent’s webphone is not touched — if they were working before, their phone setup keeps working; they just log in with the new password next time. For a whole team at once: tick the checkboxes on their rows, click Reset passwords in the amber bar, and pick how the new passwords are generated. The Copy login details button in that same bar copies user IDs, names, and passwords as CSV — but only for agents you created or password-reset in this browser session.

Step 5 — Create a user group

1. Scroll down to the User groups grid.
2. Click + New group, top-right.
3. Type a Display name, for example "Sales Team C". The Group code underneath is generated automatically from the name — it is the dialer’s internal shorthand and never changes after create.
4. Click Create.

New groups start with sensible defaults: they may work all campaigns, at all call times, on a 24-hour shift. To put agents in the group, pick it when you create the agent — or tick existing agents and use Move to group in the amber bar. Clicking a group’s name anywhere opens its detail view: members, attached ingroups, settings, and recent activity.

Step 6 — Give a group inbound calls

1. In the User groups grid, click the pencil icon on the group’s row.
2. Under Attached ingroups, tick each ingroup this team should answer. Use the filter box if the list is long.
3. Click Save.

Every tick gives all current members of the group access to that ingroup; unticking removes it again. Agents who join the group later inherit the ticked ingroups automatically — you never manage this per person. Rename the group in this same dialog by changing its Display name and saving.

Editing, disabling, and deleting

Edit an agent with the pencil icon on their row: name, group, level, and email. The User ID and webphone extension are fixed forever. If you move them to a different group, their inbound-group access is adjusted automatically to match the new group.

The Status switch on each row is your gentle option. Off blocks the agent’s login — nothing is deleted, and you can flip it back on any time. The Live state column next to it shows who is on a call, paused, or ready right now, refreshed every few seconds. Clicking an agent’s ID or name opens their full activity stats.

Deleting is the permanent option, and it is restricted to owner accounts: click the trash icon on the agent’s row and type their user ID to confirm. This removes the login and the webphone and cleans up their inbound-group memberships — it cannot be undone. For seasonal staff, disabling is nearly always the better choice. Groups have their own guardrail: the trash icon stays disabled while a group has members, so you move people out first.

Good to know

• User IDs are permanent. Pick a numbering scheme early — agents in the 1xxx range, managers in 9xxx is the common convention — and Bulk add will suggest the next free range for you.
• Passwords are shown once. Only the scrambled hash is stored afterwards, so if you close the credentials dialog without copying, simply reset the password again.
• A password reset never touches the webphone. No re-setup, no re-pairing — the agent just logs in with the new password.
• Disable, don’t delete, when someone might come back. Deleting also removes their webphone and cannot be undone.
• You cannot delete a group that still has members — the button itself tells you how many people to move first.
• Keep everyday agents on level 4. Levels 8 and 9 open the powerful admin pages of the dialer.
• You will never see VICIdial’s internal system accounts (VDAD, VDCL, 6666, apiuser) in these grids — they keep the dialer running and are hidden and protected on purpose.
• Migrated from ViciBox and seeing an amber banner about broken phone autologin? Click its Fix Autologin button once — it repairs each agent’s webphone mapping without interrupting live registrations.