The VICIfast Phone mobile app

VICIfast Phone is our Android softphone for agents. It signs in with the same VICIdial username and password your agents already have, connects the phone to your dialer by itself, and lets agents take inbound and outbound calls from anywhere. No SIP settings to type, no separate account to create. This walkthrough covers installing the app, signing in, and the switches you control from the dashboard. About ten minutes for the first agent.

Before you start

• The server needs the Agent Mobile App add-on. Without it the app refuses sign-in and tells the agent to ask their administrator.
• Each agent needs their VICIdial user ID (numbers only, like 1001) and password — the same ones they use for the web agent screen.
• You also need your company code: the short name in your server’s address, for example jaguar156. Every agent on the same server uses the same code.
• The agent’s phone needs Android 8.0 or newer. iOS is coming soon; a macOS desktop app is on the same downloads page.

Step 1 — Install the app

1. On the agent’s Android phone, open https://vicifast.com/downloads in the browser.
2. On the Android card, tap Download APK.
3. When Android asks, allow installs from this browser, then open the downloaded file and tap Install.

The page always carries the latest signed build, with the version, size, and build date listed under the button. The app also has Check for updates in its own Settings, so agents can update without coming back here.

Step 2 — Sign in

1. Open the app. You land on Sign in to VICIfast.
2. In Company code, type your server’s code, for example jaguar156.
3. In User ID, type the agent’s numeric VICIdial user ID, for example 1001. Numbers only — if you paste letters, the app removes them and warns you.
4. In Password, type the agent’s VICIdial password.
5. Tap Sign in.

Two things happen automatically the moment sign-in succeeds. First, the phone’s current internet address is whitelisted on your server’s firewall — you will see it in the firewall log as "Authenticated on VICIfast App". Second, the app fetches the agent’s phone extension from your dialer (creating it if it doesn’t exist yet) and registers for calls. There is nothing to configure by hand — the SIP credentials are managed by the platform and shown read-only in the app’s Settings.

Step 3 — Two-factor code (only if you require it)

If you turned on Require TOTP on self-serve in Manage Firewall, the app asks for a Two-factor code after the password:

1. The agent opens their authenticator app — the same enrollment they use for the firewall self-serve portal.
2. They type the current 6-digit code and tap Verify.

A wrong code shows "Wrong 6-digit code. Try again." and stays on the same screen. If an agent was never enrolled, set them up from Manage Firewall → Agent Rules → + Enroll agent, or let them enroll themselves on the self-serve portal first.

Step 4 — Already signed in on a computer?

An agent can only be live in one place. If they are still signed in on the web agent screen, the app says so instead of failing, and shows what that session is doing (idle, paused, or on a call):

• Check again — re-test whether the browser session is gone. Use this after the agent logs out of the web screen.
• Sign out that user — kicks the browser session so the phone can take over. If the web user is on a live call, the button becomes Force hangup + sign out that user, with a confirmation first.
• Continue — proceed once the coast is clear.

Step 5 — Pick a campaign and go Ready

1. After sign-in the app shows Pick a campaign. Tap the campaign the agent should work on.
2. Under In-groups, tick the inbound queues they should take calls from. Leaving everything unchecked means outbound-only.
3. Tap Start taking calls.

The agent lands on the dialer. The pill at the top shows Ready (receiving calls) or Paused — tap it to flip. If the phone loses its registration, the pill shows Offline and the app retries on its own; after a phone reboot it re-registers without the agent opening the app.

Step 6 — Choose what agents see in the app

The app has a Reports drawer where agents can see their own numbers: login sessions, talk and pause events, outbound and inbound calls, and recordings. You decide which of those tabs exist, per server:

1. Click Servers in the left sidebar.
2. Click your server’s name.
3. Click the Mobile App tab.
4. Flip the switches: Overview, Login Sessions, Talk & Pause events, Outbound Calls, Inbound Calls, Recordings.

Each switch saves the moment you flip it. Overview doubles as the master switch — turn it off and the whole Reports section disappears from the app. Changes reach agents on their next sign-in; agents already in the app see them the next time the app quietly renews their session. Hiding a tab only hides it — the underlying data is not affected.

When sign-in fails

The app tells you why, in plain words. The usual suspects:

• "Wrong username or password." — re-check the user ID and password. They are the VICIdial ones, not the dashboard ones.
• "Account not Available, Contact your Administrator." — your dialer has no phone line for that user yet. Ask us or check the user in VICIdial admin.
• "Mobile sign-in is disabled by your administrator." — the Agent self-serve portal switch is off in Manage Firewall → Settings. The app shares that gate with the portal.
• "The mobile app is not enabled for your organization…" — the server doesn’t have the Agent Mobile App add-on.
• "Too many sign-in attempts. Wait an hour and try again." — the firewall rate-limited the phone’s internet address after repeated failures.
• "Server is unreachable" or "Platform is unreachable." — temporary; try again in a moment.
• "Signed out — this account was opened on another device." — one agent, one phone. Signing in on a second device signs the first one out.

Good to know

• Sign-in whitelists the phone’s current IP for the same duration as agent self-serve (default 24 hours, set in Manage Firewall → Settings). The app renews this by itself in the background — agents don’t re-type their password when they switch between Wi-Fi and mobile data.
• If the Agent Mobile App subscription lapses, signed-in agents are signed out within about an hour.
• User IDs must be numeric. Letters pasted into the User ID field are removed automatically.
• Call recordings in the app stream from your server — nothing is downloaded to the phone.
• For calls to ring while the app is closed, leave Android’s battery optimization off for the app — the app’s Settings screen has a Background activity row that checks this for you.
• iOS is coming soon. The macOS desktop app on the same downloads page works the same way — same company code, same VICIdial login.