Lead lifecycle
QUEUELead to be called
A working state — the dialer has picked this lead up and is about to hand it to an agent.
QUEUE means VICIdial has selected the lead and is on its way to putting it in front of an agent. It is a working state, not an outcome. On a healthy system you only ever catch a lead on QUEUE for a few seconds.
When VICIdial sets it
Automatically. Once the lead leaves the hopper and the call is placed, its status becomes QUEUE, then INCALL while an agent is talking, then whatever disposition the agent picks. Nobody selects QUEUE by hand.
What to do
- Leads sitting on QUEUE for minutes or hours are stranded: the session ended before a disposition was written.
- Stranded leads are cleaned up on their own — when that agent next logs in, VICIdial flips their leftover QUEUE and INCALL leads to ERI and frees them.
- A big pile of QUEUE leads points at agents closing the browser mid-call, or at a server that was restarted while calls were live.
Related codes
The rest of the working set: INCALL while the agent is talking, ERI when the session died, and NEW before any of it started.