Dispositions that fit your floor

Every call your floor makes ends with a disposition — the little label an agent picks to say what happened. Sale. No answer. Call me back Tuesday. Do not call. These labels drive your reports, decide which leads get dialed again, and keep your DNC list honest. VICIfast ships with the standard VICIdial set already built in; this guide shows how to add your own, tweak the flags, and give one campaign its own extras. About ten minutes.

Open the Dispositions panel

1. Click Servers in the left sidebar.
2. Click your server’s name.
3. Click the Campaigns tab.
4. Just under the tab row, click the Dispositions pill (next to Campaigns and CID Groups).

You are now looking at every disposition on your server — the Dispositions (system-wide) table. Each row shows the Code, the Name agents see, a Category label, the Flags as small badges, and a Used by count telling you how many campaigns have their own override of that code. Use the search box (code or name) and the flags dropdown (for example Sales only) to find things fast, and CSV to export the whole list.

System vs your own — the Sys badge

Codes with a Sys badge are VICIdial’s built-ins — SALE, CALLBK, DNC, NA, NEW, and friends. They are fully editable (change the name, retune the flags), but deleting one means typing the code into a confirmation box that warns you first, because scripts and stats rely on them. Everything without the badge is yours: edit or delete freely. One hard rule for both kinds: you cannot delete a code while its Used by column shows a campaign override — remove the override first (see below).

Add a disposition

1. Click + New disposition, top-right of the table.
2. In Code, type a short code — 1 to 6 characters, A-Z, 0-9, underscore or dash. It uppercases as you type. This is the permanent ID; you cannot rename it later.
3. In Name shown to agents, type the words your agents will actually read, like "Follow up next week".
4. Category is a free-text label for your own grouping (it defaults to UNDEFINED). Honest note: reports key off the flags below, not this label — treat it as a Post-it, not a setting.
5. Leave Min seconds and Max seconds at 0 unless you want to gate this disposition by call length (for example, a "real conversation" status agents may only pick after 30 seconds). 0 means no limit.
6. Tick the Flags that apply — see the next section for what each one does.
7. Click Create disposition. It lands on your server within seconds.

What the flags actually do

• Selectable by agents — untick it and the disposition disappears from the agent’s pick-list but stays in your reports. This is the polite way to retire a code.
• Sale — counts as a sale in every report roll-up. This is the flag your conversion numbers come from.
• DNC — marks the lead do-not-call. Handle with care.
• Customer contact and Human answered — a real person was reached; feeds contact-rate stats.
• Not interested and Unworkable — for your own breakdowns (unworkable = the number can never convert, e.g. disconnected).
• Scheduled callback — the lead expects a call back; drives callback reporting.
• Completed — the lead is done; nothing more to do with it.
• Answering machine — a machine, not a human; feeds AMD stats.

Edit or delete

1. Click the code (or the pencil) on any row to open it. Change anything except the code itself, then Save changes.
2. To delete, click the trash icon (owner accounts only) and type the code when asked. For a Sys code the prompt starts with a warning — read it before typing.

Give one campaign its own statuses

System-wide dispositions are shared by every campaign. When one campaign needs its own flavor — or its own wording for a shared code — add a campaign custom status:

1. Click the Campaigns pill (left of Dispositions).
2. Click the pencil icon on your campaign’s row to open its settings.
3. In the left-hand menu, under Agent UX, click Custom Statuses.
4. Click + Add custom status.
5. Fill in the Code (A-Z and 0-9 only, max 6 characters) and the status name agents see, set Min/Max sec if needed, and tick the flags.
6. Click Save statuses.

Two things to know. First, if a campaign custom status uses the same code as a system-wide one, the campaign version wins for that campaign — same code, your wording and flags. Second, a campaign with no custom statuses simply uses the default VICIdial set, which is what the empty state means. Related but separate: the Dial Statuses tab in the same settings sheet controls which dispositions the dialer puts back in the calling queue — that is about redialing leads, not about what agents can pick.

How your agents see them

After each call, the agent picks from a list showing the Name you set — never the code. The list is the system-wide dispositions merged with that campaign’s custom ones (campaign version wins on a shared code), and anything you unticked as Selectable by agents simply does not appear. If you set Min/Max seconds, the agent can only pick that status when the call length falls inside your window. Change a name or flag here and agents see it within about half a minute.

Good to know

• Editing a Sys code changes it for every campaign at once — it is system-wide. If only one campaign needs different wording, leave the system code alone and add a campaign custom status with the same code instead.
• Prefer retiring over deleting: untick Selectable by agents and the code vanishes from agent screens while your history and reports stay intact.
• A code cannot be deleted while a campaign overrides it — the Used by column shows you where to clean up first.
• Codes are forever: there is no rename. To "rename", create the new code, switch the campaign over, then retire the old one.
• Deleting a system code asks you to type the code first, and for Sys codes adds a warning — scripts and statistics reference these codes, so deletion can break more than it cleans.
• The Category field is a free-text label only. All reporting logic — sales, contacts, callbacks, DNC — comes from the flags.