Welcome to ViciDial
initial setup screen
copyright, trademark and license page
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The ViciDial Call Center Suite is released under the
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The ViciDial Call Center Suite software is available for download, and for use, free of cost. You can download the easy to install
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Continue on to the Initial Setup
Customer 3-Way Hangup Logging
If this option is ENABLED the user_call_log will log when a customer hangup up if they hang up during a 3-way call. Also, this can allow for the Customer 3-way hangup action if one is defineed below. Default is ENABLED
Customer 3-Way Hangup Seconds
If Customer 3-way logging is enabled, this option allows you to define the number of seconds after the customer hangup is detected before it is actually logged and the optional customer 3-way hangup action is executed. Default is 5 seconds
Customer 3-Way Hangup Action
If Customer 3-way logging is enabled, this option allows you to have the agent screen automatically hang up on the call and go to the DISPO screen if this option is set to DISPO. Default is NONE
Inbound Report by DID
Lists Campaign Status Stats
Add Lead URL
This web URL address is not seen by the agent, but it is called every time a lead is added to the system through the inbound process. Default is blank. You must begin this URL with VAR if you want to use variables, and of course --A-- and --B-- around the actual variable in the URL where you want to use it. Here is the list of variables that are available for this function
This utility allows you to upload audio files to the web server so that they can be distributed to all of the ViciDial servers in a multi-server cluster. An important note, only two audio file types will work, .wav files that are PCM Mono 16bit 8k and .gsm files that are 8bit 8k. Please verify that your files are properly formatted before uploading them here
We STRONGLY recommend uploading only 16bit Mono 8k PCM WAV audio files
Park Music-on-Hold
This is where you can define the on-hold music context for this campaign. Make sure you select a valid music on hold context from the select list and that the context that you have selected has valid files in it. Default is default
Park Call IVR
This option will allow an agent to park a call with a separate IVR PARK CALL button on their agent interface if this is ENABLED or ENABLED_PARK_ONLY. The ENABLED_PARK_ONLY option will allow the agent to send the call to park but not click to retrieve the call like the ENABLED option. The ENABLED_BUTTON_HIDDEN option allows the function through the API only. Default is DISABLED
Park Call IVR AGI
If the Park Call IVR field is not DISABLED, then this field is used as the AGI application string that the customer is sent to. This is a setting that should be set by your administrator if possible
Manual Preview Dial
This allows the agent in manual dial mode to see the lead information when they click Dial Next Number before they actively dial the phone call. There is an optional link to SKIP the lead and move on to the next one if selected. Default is PREVIEW_AND_SKIP
Estimated Hold Time Minimum Filename
If the Estimated Hold Time is active and it is calculated to be at or below the minimum of 15 seconds, then this prompt file will be played instead of the default announcement. Default is Empty for inactive
Estimated Hold Time Minimum Prompt No Block
If Estimated Hold Time is active and the Estimated Hold Time Minimum Filename field above is filled-in, then this option to allow calls in line behind a call where the prompt is playing to go to an agent if one becomes available while the message is playing. While the prompt is playing to a customer they cannot be sent to an agent. Default is N
Estimated Hold Time Minimum Prompt Seconds
This field needs to be set to the number of seconds that the Estimated Hold Time Minimum Filename prompt plays for. Default is 10
This field allows you to customize the name of the recording when Campaign recording is ONDEMAND or ALLCALLS. The allowed variables are
The default is FULLDATE_AGENT and would look like this 20051020-103108_6666. Another example is CAMPAIGN_TINYDATE_CUSTPHONE which would look like this
Real-Time Agent Time Stats
Setting this to anything but DISABLED will enable the gathering of agent time stats for today for this campaign, that are viewable through the Real-Time report. CALLS are the average calls handled per agent, WAIT is the average agent wait time, CUST is the average customer talk time, ACW is the average After Call Work time, PAUSE is the average pause time. Default is DISABLED
Add A Dial Status to Call
Admin Modify Auto-Refresh
This is the refresh interval in seconds of the modify screens in this admin interface. Setting this to 0 will disable it, setting it below 5 will mostly make the modify screens unusable because they will refresh too quickly to change fields. This option is useful in situations where more than one manager is controlling settings on an active campaign or in-group so that the settings are refreshed frequently. Default is 0
Admin No-Cache
Setting this to 1 will set all admin pages to web browser no-cache, so every screen has to be reloaded every time it is viewed, even if clicking back on the browser. Default is 0 for disabled
Generate Cross-Server Phone Extensions
This option if set to 1 will generate dialplan entries for every phone on a multi-server system. Default is 0 for inactive
QueueMetrics Addmember Enabled
This option if set to 1 will generate ADDMEMBER2 and REMOVEMEMBER entries in queue_log. Default is 0 for disabled
Minimum Hopper Level
This is the minimum number of leads the VDhopper script tries to keep in the vicidial_hopper table for this campaign. If running VDhopper script every minute, make this slightly greater than the number of leads you go through in a minute
Automatic Hopper Level
Setting this to Y will allow Vicidial to automatically adjust the hopper based off the settings you have in your campaign.  The formula it uses to do this is
Automatic Hopper Multiplier
This is multiplier for the Auto Hopper. Setting this less than 1 will cause the Auto Hopper algorithm to load less leads than it normally would.  Setting this greater than 1 will cause the Auto Hopper algorithm to load more leads than it normally would.  Default is 1
Auto Trim Hopper
Setting this to Y will allow Vicidial to automatically remove excess leads from the hopper. Default is Y
Manual Dial API
This option allows you to set the Agent API to make either one call at a time, STANDARD, or the ability to queue up manual dial calls and have them dial automatically once the agent goes on pause or is available to take their next call with the option to disable the automatic dialing of these calls, QUEUE, or QUEUE_AND_AUTOCALL which is the same as QUEUE but without the option to disable the automatic dialing of these calls. If an agent has more than one call queued up for them they will see the count of how many manual dial calls are in queue right below the Pause button, or Dial Next Number button. We suggest that if QUEUE is used that you send API actions using the preview=YES option so you are not repeatedly dialing calls for the agent without notice. Also, if using QUEUE and heavily using manual dial calls in a non MANUAL dial method, we would recommend setting the Agent Pause After Each Call option to Y. Default is STANDARD
Manual Call Time Check
If this option is enabled, it will check all manual dial calls to make sure they are within the call time settings set for the campaign. Default is DISABLED
If you want to change this lead to a scheduled callback, first change the Disposition to CBHOLD, then submit and you will be able to set the callback date and time
Web Form Override -</B> This is the custom address that clicking on the WEB FORM button in VICIDIAL will take you to for calls that come in on this list
Agent Screen Login
The login used for the phone user to login to the client applications, like the ViciDial agent screen
Phone Extension
This field is where you put the phones name as it appears to Asterisk not including the protocol or slash at the beginning. For Example: for the SIP phone SIP/test101 the Phone extension would be test101. Also, for IAX2 phones: IAX2/IAXphone1@IAXphone1 would be IAXphone1. For Zap and Dahdi attached channelbank or FXS phones make sure you put the full channel number without the prefix: Zap/25-1 would be 25-1.  Another note, make sure you set the Protocol field below correctly for your type of phone
STATUSES WITHIN THE ACTIVE LISTS FOR THIS CAMPAIGN
SHOW LEAD STATUSES IN THIS CAMPAIGN
RELOAD NOW
refresh
You can also set a label to ---HIDE--- to hide both the label and the field
For inbound only, you can also set the stop call time higher than 2400 if you want the call time to go beyond midnight. So if you want your call time to run from 6 am until 2 am the next day, you would put 0600 as the start time and 2600 as the stop time
TOGGLE_OFF will default to not show the dialpad on first load, but will allow the user to show the dialpad by clicking on the dialpad link
Add Multi-Server Phones Form
Phones Bulk Insert
List Order Randomize
This option allows you to randomize the order of the leads in the hopper load within the results defined by the criteria set above. For instance, the List Order will be preserved, but the results will be randomized within that sorting. Setting this option to Y will enable this feature. Default is N for disabled. NOTE, if you have a large number of leads this option may slow down the speed of the hopper loading script
NONE will not log any logins and logouts within queue_log
QueueMetrics Dispo Pause Code
This option, if populated, allows you to define whether a dispo pause code is entered into queue_log when an agent is in dispo status. Default is empty for disabled
List Order Secondary
This option allows you to select the second sorting order of the leads in the hopper load after the List Order and within the results defined by the criteria set above. For instance, the List Order will be used for the first sort of the leads, but the results will be sorted a second time within that sorting across the same set of the first List Order. For example, if you have List Order set to DOWN COUNT and you only have leads that have been attempted 1 and 2 times, then if you have the List Order Secondary set to LEAD_ASCEND all of the attempt 1 leads will be sorted by the oldest leads first and will be put into the hopper that way. Default is LEAD_ASCEND. NOTE, if you have a large number of leads using one of the CALLTIME options may slow down the speed of the hopper loading script
My Callbacks Checkbox Default
This option allows you to pre-set the My Callback checkbox on the agent scheduled callback screen. CHECKED will check the checkbox automatically for every call. Default is UNCHECKED
Call Notes Per Call
Setting this option to ENABLED will allow agents to enter in notes for every call they handle in the agent interface. The notes entry field will appear below the Comments field in the agent interface. Also, if the Agent User Group is allowed to view Call Logs then the agent will be able to view past call notes for a lead at any time. Default is DISABLED
If List Order Randomize is enabled, this option will be ignored
ERROR: Lead not added, please go back and look at what you entered
Lead has been added
Add A New Lead
Agent Lead Search Override
This setting will override whatever the campaign has set for Agent Lead Search. NOT_ACTIVE will use the campaign setting. ENABLED will allow lead searching and DISABLED will not allow lead searching. Default is NOT_ACTIVE
Agent Lead Search
Setting this option to ENABLED will allow agents to search for leads and view lead information while paused in the agent interface. Also, if the Agent User Group is allowed to view Call Logs then the agent will be able to view past call notes for any lead that they are viewing information on. Default is DISABLED
Agent Lead Search Method
If Agent Lead Search is enabled, this setting defines where the agent will be allowed to search for leads. SYSTEM will search the entire system, CAMPAIGNLISTS will search inside all of the active lists within the campaign, CAMPLISTS_ALL will search inside all of the active and inactive lists within the campaign, LIST will search only within the Manual Dial List ID as defined in the campaign. Default is CAMPLISTS_ALL
LEAD SEARCHES FOR THIS TIME PERIOD
Routing Extension
This field allows for a custom outbound routing extension. This allows you to use different call handling methods depending upon how you want to route calls through your outbound campaign. Formerly called Campaign VDAD extension
same as
Will send the call only to an agent on the same server as the call is placed on
Used for press-1, broadcast and survey campaigns
Will try to first send the call to an agent on the local server, then it will look on other servers
DEFAULT - Will send the call to the next available agent no matter what server they are on
Used for Answering Machine Detection after that, same behavior as
Used for Answering Machine Detection after that same behavior as
Used for press-1, broadcast and survey campaigns with Cepstral Text-to-speech
Used for Answering Machine Detection then press-1, broadcast and survey campaigns with Cepstral Text-to-speech
One of these options with USER_ in front will only search within leads that have the owner field matching the user ID of the agent, the options with GROUP_ in front will only search within leads that have the owner field matching the user group that the user is a member of, the options with TERRITORY_ in front will only search within leads that have the owner field matching the territories that the agent has selected
QM Phone Environment
If QueueMetrics integration is enabled in the system settings then this setting allow the insertion of this data value in the data4 field of the queue_log for agent activity records. Default is empty for disabled
Active Twin Server IP
Some vicidial systems require setting up vicidial servers in pairs. This setting is where you can put the server IP of another vicidial server that this server is twinned with. Default is empty for disabled
NOTES: For ring_all, the agents that are using phones that have On Hook Agent enabled will have their phones ring and the first one to answer will receive the call and the information on the agent screen. Since ring_all ignores agent wait time and ranking and will call every agent that is available for the queue, we do not recommend using this method for large queues. When using ring_all, agents logged with phones that have the On Hook Agent disabled will have to use the Calls In Queue panel and click on the TAKE CALL link to take calls in queue. The amount of time the agents phone will ring for ring_all is set to the On-Hook Ring Time setting or the shortest ring time of the phones that will be called. We do not recommend using ring_all on high call volume queues, or queues with many agents. The ring_all method is intended to be used with only a few agents and on low call volume in-groups
This option is only used for agents that are logged in with phones that have the agent-on-hook feature enabled. This is the number of seconds that each call attempt to the agent will ring for until the system will wait one second and start ringing the available agent phones again. This field can be overridden if the agent phones are set to a lower ring time which may be necessary to prevent calls from being sent one phones voicemail. Default is 15
On-Hook Agent
On-Hook Ring Time
This option is only used for inbound calls going to this remote agent. This feature will call the remote agent and will not send the customer to the remote agent until the line is answered. Default is N for disabled
This option is only used when the On-Hook Agent field above is set to Y and then only for inbound calls coming to this remote agent. This is the number of seconds that each call attempt will ring to try to get an answer. It is recommended that you set this to a few seconds less than it takes for a call to be sent to voicemail. Default is 15
On-Hook Agent Login
This option is only used for inbound calls going to an agent logged in with this phone. This feature will call the agent and will not send the customer to the agents session until the line is answered. Default is N for disabled
This is a Phone On-Hook Agent
Maximum Ring Time
The DEFER options will stop blinking and-or displaying in red when you check the callbacks, until the number of callbacks changes
Auto Pause Pre-Call Work
In auto-dial mode, this setting if enabled will set the agent to paused automatically when the agent clicks on any of the following functions that requires them to be paused- Manual Dial, Fast Dial, Lead Search, Call Log View, Callbacks Check, Enter Pause Code. Default is N for inactive
Auto Resume Pre-Call Work
In auto-dial mode, this setting if enabled will set the agent to active automatically when the agent clicks out of, or cancels, on any of the following functions that requires them to be paused- Manual Dial, Fast Dial, Lead Search, Call Log View, Callbacks Check, Enter Pause Code. Default is N for inactive
Auto Pause Pre-Call Code
If the Auto Pause Pre-Call Work function above is active, and Agent Pause Codes is active, this setting will be the pause code that is used when the agent is paused for these activities. Default is PRECAL
This campaign is not set to Auto-Alt-Dial
Multi-Alt-Settings
Reload Dialplan On Servers
This option allows you to force a reload of the dialplan on all Asterisk servers in the cluster. If you made changes in the Custom Dialplan Entry above you should set this to 1 and submit to have those changes go into effect on the servers
Using MULTI_LEAD allows you to use a separate lead for each number on a customer account that all share a common vendor_lead_code, and the type of phone number for each is defined with a label in the Owner field. This option will disable some options on the Modify Campaign screen and show a link to the Multi-Alt Settings page which allows you to set which phone number types, defined by the label of each lead, will be dialed and in what order. This will create a special lead filter and will alter the Rank field of all of the leads inside the lists set to this campaign in order to call them in the order you have specified
Manual Dial CID
This defines whether an agent making manual dial calls will have the campaign callerID settings used, or their agent phone callerID settings used. Default is CAMPAIGN
If the Use Custom CID campaign option is enabled or the list Campaign CID Override setting is used, this setting will be ignored
Phone Post Time Difference Alert
This manual-dial-only feature, if enabled, will display an alert if the time zone for the lead postal code, or zip code, is different from the time zone of the area code of the phone number for the lead. The OUTSIDE_CALLTIME_ONLY option will only show the alert if the two time zones are different and one of the time zones is outside of the call time selected for the campaign. OUTSIDE_CALLTIME_PHONE will only check the time zone of the phone number of the lead and alert if it is outside of the local call time. OUTSIDE_CALLTIME_POSTAL will only check the time zone of the postal code of the lead and alert if it is outside of the local call time. OUTSIDE_CALLTIME_BOTH will check the postal code and phone number for being within the local call time, even if they are in the same time zone. These alerts will show in the call log info, callbacks list info, search results info, when a lead is dialed and when a lead is previewed. Default is DISABLED
Custom 3-Way Button Transfer
This option will add a Custom Transfer button to the agent screen below the Transfer-Conf button that will allow one click three way calls using the selected preset or field. The PRESET_ options will place calls using the defined preset value. The FIELD_ options will place calls using the number in the selected field from the lead. DISABLED will not show the button on the agent screen. The PARK_ options will park the customer before dialing. Default is DISABLED
Auto Dial Level Threshold
This setting only works with an ADAPT or RATIO Dial Method, and it must be set to something other than DISABLED and the number of agents setting must be above 0. This feature allows you to set a minimum number agents that predictive algorithm will work at. If the number of agents falls below the number that you have set, then the dial level will go to 1.0 until more agents log in or go into the selected state. LOGGED-IN_AGENTS will count all agents logged into the campaign, NON-PAUSED_AGENTS will only count agents that are waiting or talking, and WAITING_AGENTS will only count agents that are waiting for a call. Default is DISABLED
Available Only Tally Threshold
This setting only works with an ADAPT or RATIO Dial Method, Available Only Tally must be set to N, this setting must be set to something other than DISABLED and the number of agents setting must be above 0. This feature allows you to set the number of agents below which Available Only Tally will be enabled. If the number of agents falls below the number that you have set, then the Available Only Tally setting with go to Y temporarily until more agents log in or go into the selected state. LOGGED-IN_AGENTS will count all agents logged into the campaign, NON-PAUSED_AGENTS will only count agents that are waiting or talking, and WAITING_AGENTS will only count agents that are waiting for a call. Default is DISABLED
Time Zone Setting
This option allows you to set the method of maintaining the current time zone lookup for the leads within this list. This process is only done at night so any changes you make will not be immediate. COUNTRY_AND_AREA_CODE is the default, and will use the country code and area code of the phone number to determine the time zone of the lead. POSTAL_CODE will use the postal code if available to determine the time zone of the lead. NANPA_PREFIX works only in the USA and will use the area code and prefix of the phone number to determine the time zone of the lead, but this is not enabled by default in the system, so please be sure you have the NANPA prefix data loaded onto your system before selecting this option. OWNER_TIME_ZONE_CODE will use the standard time zone abbraviation loaded into the owner field of the lead to determine the time zone, in the USA examples are AST, EST, CST, MST, PST, AKST, HST. This feature must be enabled by your system administrator to go into effect
Dial Level Difference Target
This field is used to define whether you want to target having a specific number of agents waiting for calls or calls waiting for agents. For example if you would always like to have on average one agent free to take calls immediately you would set this to -1, if you would like to target always having one call on hold waiting for an agent you would set this to 1. Default is 0. This field is not used by the MANUAL or INBOUND_MAN dial methods
Admin Utilities
hidden utilities page - If you do not know what these utilities do, you probably should not use them
Welcome Languages Page
Campaign Debug Page
Bulk Phone Insert Page
Send a Call With Custom CID Page
Speech Voice Lab Page
Safe Harbor Audio
This is the audio prompt file that is played if the Drop Action is set to AUDIO. Default is buzz
Safe Harbor Call Menu
This is the call menu that a call is sent to if the Drop Action is set to CALLMENU
Log Key Press
This option if enabled will log the DTMF key press by the caller in this Call Menu. Default is 0 for disabled
No DTMF Logging
DTMF Logging Enabled
Webphone Auto-Answer
This setting allows the web phone to be set to automatically answer calls that come in by setting it to Y, or to have calls ring by setting it to N. Default is Y
CALLMENU will send the customer to the Call Menu defined in the select list below
Survey Call Menu
If the method is set to CALLMENU, this is the Call Menu that the customer is sent to if they opt-in
Scheduled Callbacks Days Limit
This option allows you to reduce the agent scheduled callbacks calendar to a selectable number of days from today, the full 12 month calendar will still be displayed, but only the set number of days will be selectable. Default is 0 for unlimited
Dial Level Difference Target Method
This option allows you to define whether the dial level difference target setting is applied only to the calculation of the dial level or also to the actual dialing on each dialing server. If you are running a small campaign with agents logged in on many servers you may want to use the ADAPT_CALC_ONLY option, because the CALLS_PLACED option may result in fewer calls being placed than deisred. This option is only active if Dial Level Difference Target is set to something other than 0. Default is ADAPT_CALC_ONLY
If you want to use custom fields in a web form address, you need to add
as part of your URL
Disable Dispo Screen
This option allows you to disable the disposition screen in the agent interface. The Disable Dispo Status field below must be filled in for this option to work. Default is
Disable Dispo Status
If the Disable Dispo Screen option is set to DISPO_DISABLED, then this field must be filled in. You can use any disposition you want for this field as long as it is 1 to 6 characters in length with only letters and numbers
This setting if set to 1 will allow a manager to access the export call and lead reports on the REPORTS screen. Default is 0. For the Export Calls and Leads Reports, the following field order is used for exports
This report pulls lead information for calls dialed in the selected date range. A lead is only exported once no matter how many calls were handled. The current lead status is used.
Export Leads Report
Screen Labels
Add A Screen Label
ADD NEW SCREEN LABEL
ADDING NEW SCREEN LABEL
MODIFY SCREEN LABEL
DELETE SCREEN LABEL
SCREEN LABELS LIST
Screen Label ID
Screen Label Name
SCREEN LABEL NOT ADDED
there is already a label in the system with this ID
SCREEN LABEL ADDED
SCREEN LABEL NOT DELETED
SCREEN LABEL DELETION CONFIRMATION
Click here to delete screen label
SCREEN LABEL DELETION COMPLETED
DELETE THIS SCREEN LABEL
Click here to see Admin changes to this screen label
Hide Label in Call Logs
If a label is set to ---HIDE--- then the agent call logs, if enabled on the campaign, will still show the field and data unless this option is set to Y. Default is N
SCREEN LABEL NOT MODIFIED
SCREEN LABEL MODIFIED