Your first outbound call — end to end

An outbound call needs four things in place: a trunk to carry the call, a list of leads, a campaign to dial them, and a logged-in agent to talk. This walkthrough takes you through the whole chain, click by click, and ends with your agent dispositioning their first call. About twenty minutes if your trunk and leads are ready.

Step 1 — Connect your trunk

The trunk is the phone-line connection that carries your calls. If you have not added one yet, follow Trunk management first and come back when your trunk is connected. You will find it under the Trunks tab on your server.

Step 2 — Create a list and import leads

Lists are where your phone numbers live. If your leads are not in yet, follow Uploading leads to your dialer — create the list, import your CSV, and flip the list’s switch to Active. Come back here when the list shows your leads.

Step 3 — Create the campaign

1. Click Servers in the left sidebar.
2. Click your server’s name.
3. Click the Campaigns tab.
4. Click New campaign, top-right of the table.
5. Pick a type. For a first outbound campaign, pick Predictive Outbound — the auto-dialer paces calls to keep agents busy. Pick Manual Dial Only if you want agents to hand-pick each lead instead.
6. In Campaign ID, type 2-8 characters — A-Z, 0-9 and _ only. Example: SALES. This is permanent and cannot be changed later.
7. In Display name, type something your team will recognize, like "Q3 Outbound Sales".
8. Click Create campaign.

The campaign’s settings sheet opens by itself. That is where the next step happens.

Step 4 — Caller ID and your list

1. On the Basic Details page of the sheet, fill in Caller ID number — the 10-digit number customers see on their phone. Leave it blank to use the trunk’s default.
2. Check Local call time. The default "24hours" dials any time; for consumer campaigns pick a calling window instead.
3. Click Lists in the sheet’s left menu, under Setup.
4. Tick your list in the Available column on the left, then click Attach selected →. It moves to Attached on the right.
5. Make sure the list’s chip reads ACTIVE (green). If it says PAUSED, click the chip to flip it. A paused list is never dialed.
6. If you changed anything on Basic Details, click the Save button at the top of the sheet — it reads "Save" plus the number of changes you made. (Attaching a list saves itself instantly.)

One list feeds one campaign at a time. If your list is attached to another campaign, attaching it here moves it — the dialer will ask you to confirm first. New campaigns dial leads with status NEW out of the box, so there is nothing to change on the Dial Statuses page on day one.

Step 5 — Add your agent

1. Click the Users tab (right of Lists).
2. Click New agent, top-right of the agents table.
3. In User ID, type 4-6 digits — for example 1003. This cannot be changed later.
4. Type the agent’s Full name.
5. Pick a User group. No group yet? Close the dialog and click New group above the groups table first, then come back.
6. Leave User level at 4 — that is a normal agent.
7. A Password is generated for you. Keep it, or type your own (letters and numbers only). This is the password the agent signs in with — write it down now.
8. Click Create.

VICIfast creates the agent and a built-in browser phone for them in one go. There is nothing extra to install — the agent works from Chrome, Edge, or Firefox.

Step 6 — Your agent logs in

1. Send the agent the self-serve firewall link for your server — see Sharing the agent self-serve firewall URL. After they sign in there, their internet address is allowed through the firewall and the portal sends them straight to the agent login screen.
2. The agent screen lives at https:// followed by your server’s address, then /agc/vicidial.php — for example https://demo.vicifast.com/agc/vicidial.php. Bookmark-worthy for your agents.
3. The agent types their User Login (the User ID from step 5) and User Password, picks your campaign from the Campaign dropdown, and clicks SUBMIT.
4. The first time, the browser asks to allow the microphone — the agent must click Allow. Their phone registers itself inside the screen; there is no separate sign-in. Details in Branded webphone.

The agent lands on their screen in a paused state. Nothing dials yet — that is normal.

Step 7 — Go live

1. Back on the Campaigns tab, find your campaign’s row.
2. Check the switch in the Status column is on. New campaigns start on — if you paused it earlier, flip it back.
3. Check your list is Active on the Lists tab, and that your agent is logged in (step 6).

That is it. The dialer loads leads into its hopper automatically — give it a minute or two. You can watch the Hopper column on the campaign’s row fill up.

Step 8 — The first call, start to finish

1. The agent clicks Resume on their screen to make themselves available.
2. The dialer starts calling. When a real person answers, the call lands on the agent and the lead’s details pop up — name, phone number, and whatever else you imported.
3. The agent talks. When the conversation ends, they click Hangup Customer.
4. The wrap-up screen asks for the outcome. The agent picks the disposition that matches — for example SALE, CALLBK for a callback, NI for not interested, or DNC — and submits. The call is logged with that outcome.
5. The dialer moves on to the next call. The agent stays available until they pause or log out.

You manage the list of outcomes under the Campaigns tab, Dispositions pill — that is also where you set up hot keys (single-digit shortcuts) once your agents find their rhythm.

Good to know

• A campaign that will not dial is almost always one of three gates: the list is paused, the campaign’s Status switch is off, or no agent is logged in and on Resume. Check them in that order.
• The Campaign dropdown on the agent login screen only lists active campaigns. If your agent sees an empty dropdown, flip the campaign’s Status switch on first.
• The campaign type is permanent. Need a different one? Use the clone (copy) icon on the campaign’s row and pick a new type for the copy.
• An agent’s User ID cannot be changed, but the password can: tick the agent’s checkbox, click Reset passwords, and copy the new one — it is shown once.
• If the agent screen asks for a Phone Login and Phone Password after the first screen, the phone login is the same as the agent’s User ID. The phone password was generated when the agent was created — tick the agent’s checkbox and click Copy login details in the same sitting to copy it. Missed it? Open a ticket and we will rotate it.
• Calls are recorded by default (Recording is set to All calls on the campaign’s Trunk / Routing page). Change it there if you do not want recordings.
• The screenshots use fictional leads and campaigns from our demo server. On your real server, only dial numbers you have the right to call.