Lead lifecycle
INCALLLead being called
An agent is on the phone with this lead right now — a working state, not a result.
INCALL means an agent is currently talking to this lead. Like QUEUE it lives only for the length of a call, and it is replaced the moment the agent picks a disposition.
When VICIdial sets it
Automatically, when the call is delivered to an agent screen. It is never an agent choice, and it is never a real outcome — a lead you find on INCALL an hour later was not "in a call", it was abandoned mid-session.
What to do
- Count how many leads sit on INCALL outside of live call volume. A steady handful is normal churn; hundreds means agents are losing their sessions.
- You do not need to fix them by hand. The next time that agent logs in, VICIdial rewrites their leftover QUEUE and INCALL leads to ERI.
- If you want those customers called again, add ERI to the campaign dial statuses — otherwise the leads are parked for good.
Related codes
See QUEUE for the state just before this one, and ERI or DISPO for what an abandoned session leaves behind.