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VICIdial & agents
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F10VICIdial & agentsStart here · foundationsVICIdial and VoIP glossary for complete beginnersA practical glossary for the lead-to-carrier call path — hopper, trunk, DID and disposition — with a pointer to the VICIdial terminology lesson for admin-screen object names.84VICIdial & agentsStage 5 · VICIdial foundationsVICIdial terminology for complete beginners: users, phones, campaigns and leadsLearn the VICIdial admin-UI object names — user, phone, agent, campaign, list, lead, carrier and recording — and confirm the Admin endpoint exists on your lab, before you rely on the separate call-path glossary for hopper, disposition and trunk vocabulary.85VICIdial & agentsStage 5 · VICIdial foundationsThe beginner VICIdial admin pathway: from first login to first reportSee the safe order of VICIdial administration — secure login, user and station, campaign, synthetic list, agent readiness, then reporting — and read the campaign schema taking shape in the database with the read-only account from the previous stage.98VICIdial & agentsAgent workflowVICIdial agent and supervisor chat alerts: enable them safelyUse VICIdial’s built-in web chat for a small, permission-tested agent group before broadcasts or customer chat go live.FO1VICIdial & agentsAgent workflow · callbacksVICIdial agent-only callbacks: keep follow-ups with the right agentSet up and test agent-owned follow-ups without accidentally turning them into shared campaign calls.FO2VICIdial & agentsCampaign operations · hopperVICIdial hopper readiness: check work before forcing a resetLearn why calls may not start immediately and how to prove hopper readiness in a safe test campaign.FB2VICIdial & agentsAgent login · phone credentialsVICIdial says phone login is not active: check the right account safelyTwo separate credential pairs can produce this one on-screen error: the phone record's own login and password, gated by its own active flag, not the optional autofill VICIdial keeps on the user record. Work the read-only join before touching either one.36VICIdial & agentsCampaign setupCreate your first VICIdial campaign, list, user group and agentBuild the five records a working VICIdial campaign needs, in the order that actually works: a user group, an agent login, a phone (station) record, a list, and the campaign that switches everything on, safely inactive until your first manual test call.37VICIdial & agentsBeginner pathLoad leads into VICIdial from a CSV fileA safe, source-verified walkthrough of getting contacts into VICIdial: what a lead record and its key fields really are, how to build and load a CSV file through the Admin screen, what duplicate checking does, how to verify a load and clean up a bad one, and how to load leads with the add_lead API. Every test lead in this guide points at an internal extension, never a real phone number.38VICIdial & agentsFirst-call walkthroughPlace your first call as a VICIdial agentLog in to the Agent screen, get real audio flowing in both directions, place one manual call to a safe internal test destination, save a disposition, then pause and log out the same way you will every day after.39VICIdial & agentsPacing and dial levelVICIdial dialing modes and pacing: manual, ratio and adaptiveHow VICIdial's MANUAL, RATIO, and adaptive dial methods work, what the auto dial level number actually controls, and how to raise pacing in small measured steps without turning your campaign into a wave of dropped calls.40VICIdial & agentsInbound RoutingMake a phone number ring an agent: inbound DIDs and in-groupsThe exact VICIdial chain, field by field: create the in-group, point the DID at it, then grant agents access to it — the step almost everyone skips, and the reason inbound calls never reach a live person.41VICIdial & agentsInbound routingBuild a VICIdial IVR call menu: press 1 for sales, press 2 for supportSet up a VICIdial call menu that greets callers, routes each digit to the right in-group, and never leaves anyone in dead air on a timeout or a wrong key.43VICIdial & agentsInbound + Outbound, One AgentBlended VICIdial campaigns: the same agents inbound and outboundTurn your outbound campaign into a VICIdial closer campaign so agents already logged in for auto-dial calls also take queued in-group calls in the same session — the campaign and user settings that grant in-group access, how registration and the CLOSER status actually work, and the pacing trade-off that slows inbound the moment outbound runs hot.44VICIdial & agentsAgent trainingVICIdial agent training playbook: calls, transfers and callbacksTrain a new VICIdial agent through a full shift: the two-step login, reading the one-second-polling screen, Ready versus Paused with pause codes, taking a predictive call that is already live, manual dialing, saving a disposition, scheduling a callback, blind and warm transfer, a three-way conference, and logging out clean.51VICIdial & agentsSuppression list configurationSet up DNC scrubbing in VICIdial: internal lists and DNC.comLoad and scope VICIdial's internal DNC list, wire up the optional DNC.com batch and inbound scrubs, and prove a specific number is actually suppressed before you trust a report.53VICIdial & agentsConnection rate optimizationOptimize VICIdial dial ratios and AMD for better connection ratesMeasure your own connection, answer, and drop rate from vicidial_log and vicidial_carrier_log, tell whether a falling connect rate is a dial-level problem or an AMD problem, then raise pacing in evidenced steps with a stop threshold instead of guessing.61VICIdial & agentsLocal-time and territory controlsGeo-gate a VICIdial campaign: local call time, state rules and ZIP validationStop calling a number in the wrong place or at the wrong local hour by validating postal code and state at load time, then reading gmt_offset_now, local_call_time and the state and holiday tables that actually enforce the window.63VICIdial & agentsInbound revenueRunning pay-per-call campaigns on VICIdial: DID attribution and proofPay-per-call only pays out on a call you can prove: which source sent it, how long it lasted, and whether it qualified. This walks through giving every source its own call tracking DID, routing each into its own in-group, and joining vicidial_did_log against vicidial_closer_log so a finished call arrives already attributed, timed, dispositioned, and ready to reconcile against a buyer's own count.64VICIdial & agentsDial method decisionPredictive vs power dialing: which mode fits your teamVICIdial's dial_method column has exactly ten real values, not marketing labels. This decision framework maps manual, preview, power, and predictive dialing onto MANUAL, RATIO, and the ADAPT family, then narrows the choice by team size, call length, and list quality instead of by industry.65VICIdial & agentsSeat economicsFive9 vs VICIdial: the seat minimum decides firstFive9 publishes a minimum of 50 seats before any feature gets compared. This article prices that fact against VICIdial's own-the-server model, what a hosted platform operates for you, and what switching costs in either direction, then hands you a decision rule instead of a winner.66VICIdial & agentsCost structure, not a verdictTalkdesk vs VICIdial: the true cost of self-hostingCompare Talkdesk's published per-seat tiers and free Express plan against the cost structure of self-hosted VICIdial, using the vendor's own pricing page and two read-only queries against your own call data, with no total-cost figure and no declared winner.70VICIdial & agentsMarket mapCloud alternatives to VICIdial: three questions before any quoteFive cloud contact-center platforms get compared against VICIdial on this site, and each one differs less on features than on how you are charged and what minimum you must clear: Five9 requires 50 seats before its plans are even for sale, Talkdesk waives that below 50 employees, Genesys reprices named against concurrent licensing, Amazon Connect drops the seat license entirely, and RingCentral RingCX has no verifiable published price at all. This hub sorts by seat count, headcount versus peak concurrency, and who owns the telephony, then routes you to the one or two dedicated comparisons that match your situation.29VICIdial & agentsTechnical-control boundaryVICIdial DNC and STIR/SHAKEN: controls, limits and legal reviewSeparate internal filtering, batch external scrubbing and outbound identity signaling; all are technical controls that still need jurisdiction-specific legal and carrier review.32VICIdial & agentsOperator evaluationVICIdial alternatives: an operator test matrix, not a rankingEvaluate any contact-center alternative against the workflows operators must actually run, with migration, audit and rollback evidence.21VICIdial & agentsVICIdial FundamentalsVICIdial statuses and dispositions explainedA plain-English reference for VICIdial status codes and dispositions: what NEW, DROP, NA, CALLBK, SALE, DNC, and the machine-detection codes actually mean, how system statuses differ from custom per-campaign statuses, and how each one drives dialer behavior, reporting, and lead recycling.01VICIdial & agentsProduction checklistVICIdial agent is live but not dialingMap the browser session, conference, live-agent row, campaign gate, list gate and hopper to the real VICIdial fields that control them before you touch a dial-level setting.08VICIdial & agentsAnswering-machine detectionTune AMD without burning good leadsMeasure real answer audio, confirm this build's own AMD and CPD campaign fields by name instead of assuming them, and change one threshold at a time.