Vicidial Manager Manual Pdf
Kanisha Dezarn
Many questions that our customers ask have answers readily available in the VICIdial Manuals. There are two manuals available, one for the agent interface, and one for the admin interface. Both manuals are provided on our open source project website: vicidial.org.
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VICIdial Manager Manual is written and maintained by the creator of VICIDIAL with complete descriptions of all functions that are available to Managers including screenshots of actual VICIDIAL administration screens. This manual is very helpful for anyone with responsibility to manage a VICIdial Server. If you run a call center or you want to learn VICIdial, You must download VICIdial Manager Manual.
Full version of VICIdial Manager Manual is available for purchase at VICIdial Online Store. Purchase of the VICIdial Manager Manual will give you the ability to download updates to the manual for the next 12 months as updates and new versions are released. Your purchase will also help to further the development and promotion of the astGUIclient/VICIdial project.
The free version of the VICIdial Manager manual only contains the first two Chapters and six of the Tutorials. However you need to complete a small survey to download it. It takes less than a minute. Click on the below link to download free version of VICIdial Manager Manual.
This manual is meant as a resource for Contact Center Managers and System Administrators to betterunderstand how VICIdial works, and to learn how to use all of it's features correctly as well as answerquestions as to why things work the way they do within VICIdial and it's management interfaces. It isexpected that you have thoroughly read through the VICIdial Agent manual before reading this manual.This manual is current as of the 2 release of VICIdial/astGUIclient.
VICIdial is a Contact Center solution that allows agents to log into a web-based agent screen and takeinbound and outbound calls as well as place outbound calls manually and from a list and handleinbound emails in a queue. The agent logs into one campaign and can also take calls or emails from oneor more in-groups(or inbound queues) at the same time they are placing/taking outbound calls.VICIdial can function as an ACD, Predictive Dialer and can do many of the functions of a standardPBX as well. There are thousands of features and options available within VICIdial, and they arecovered here in this manual.
A VICIdial manager is a person who adds, modifies or deletes users, campaigns, lists, inboundgroups(or queues), DIDs, Call Menus(or IVRs), add voicemail boxes, configure phones and managethe music-on-hold and audio prompts in the system as well as other items within the VICIdial system.They also control the call pacing and other campaign settings while a campaign is running in thecontact center. A manager can look at performance reports, modify individual customer leadinformation, listen in on agent phone calls and do many other functions that are needed to run a contactcenter effectively.
The VICIdial manager administration page(/vicidial/admin) gives links to modify and monitormany aspects of how the VICIdial systems run. From here you can view real-time reports and modifymany kinds of settings. The screen is a fairly basic web page and can be accessed from almost any webbrowser and even most web-enabled mobile cellphones.
The next section of this manual contains tutorials that will show you step-by-step how to set up and usethe VICIdial Contact Center Suite. The section following the Tutorials will give a basic overview ofOutbound dialing regulations in the USA(United States of America), UK(United Kingdom) andCanada, including USA Federal government FTC regulations and various state regulations. The sectionfollowing the regulations section will go into detail about how most of the manager features work witha description of every screen in the manager sections of the VICIdial management interface.
The following Tutorials assume that your system has been fully set up by a System Administrator withall optional components installed. Each Tutorial assumes that you have read this manual and can buildon each previous tutorial.
NOTE: This only works for SIP or IAX carriers, not standard T1/E1/PRI/POTS telco lines, thoserequire extra hardware and must be configured manually by a systems administrator (see more notes onthis at the end of the tutorial). If you are using a Hosted VICIdial service that provides carrier services(like vicihost) then you can skip this section.
NOTE: There is also an optional paid lookup method using area codes and phone prefixes that can giveyou slightly better accuracy for setting of the timezones for leads. For more information on this contactthe VICIdial Group at vicidial
Change the Dial Method to ADAPT_TAPERED. This will change your Dial Level automatically toa 1 and it will never drop below that as long as you are using this Dial Method. Also, you will not beable to change what is in the dial level field manually while you are using an ADAPT_ dial methodunless you check the ADAPT OVERRIDE check-box which will allow you to force a change in diallevel even if you are in an ADAPT dial method.