VICIdial Agent Interface: A Walkthrough

The VICIdial agent panel is the primary workspace for contact center agents. In this walkthrough, you’ll learn how to log in, navigate the interface, control calls, apply dispositions, and use productivity features.

Prerequisites

• An active Agent user (User Level 1) and phone extension provisioned.
• Campaign(s) and In‑Group(s) assigned to your user account.
• Desktop browser with SIP softphone or physical phone registered.

1  Agent Login

1. Navigate to http://your-vicidial-server/vicidial/ in your browser.
2. Enter your Agent User ID and Password.
3. Select the desired Campaign and Phone from the dropdowns.
4. Click Login to enter the agent panel.

Tip: Use the Remember Me checkbox if logging in from a dedicated workstation.

2  Main Screen Overview

• Status Bar: Displays login status, current state (READY, PAUSED, etc.), and call timer.
• Call Controls: Buttons for Dial, Drop, Transfer, Eavesdrop.
• Lead Info Panel: Customer details, call scripts, and notes.
• Disposition Selector: Dropdown of predefined disposition codes.
• Dial & Wrap-Up: Next Call and Wrap-Up options to proceed.
• Sidebar: Access to Manual Dial, Phonebook, Web Form if enabled.

3  Inbound & Outbound Call Controls

Hotkey: Press F3 to drop an active call instantly.

4  Using Dispositions & Wrap-Up

1. After call end, select the appropriate disposition from the dropdown (e.g., SALE, BUSY, DNC).
2. Enter any notes in the Call Comments box for agent log and reporting.
3. Click Submit or press ENTER to save and proceed to next call.
4. If enabled, use Wrap-Up timer to delay next call by configured seconds.

5  Productivity Features

• Screen Pop: Integrate CRM data to display customer records automatically.
• Web Form: Agents can fill lead or disposition details via embedded forms.
• Manual Dial: Dial external numbers not in queue for one-off calls.
• Call Recording Control: Pause or resume recording if compliance requires.
• Eavesdrop & Barge: Supervisors can monitor or join calls for training.

6  Handling Pauses & Breaks

1. Click Pause and select a Pause Code (Lunch, Meeting, Break).
2. Return to Ready state by clicking Resume when break ends.
3. Supervisors can see agent pause durations via the Real‑Time Dashboard.

Best Practices for Agents

1. Keep dispositions accurate to ensure list recycling works effectively.
2. Use call scripts in the Lead Info Panel to maintain compliance and consistency.
3. Avoid manual dialing outside campaigns unless approved by supervisors.
4. Monitor wrap-up timers to optimize call pacing without rushing notes.
5. Notify supervisors of system issues via the in‑panel chat or help code.

Next Steps

• Explore IVR and In‑Group handling for blended inbound/outbound roles.
• Customize screen‑pop integration with your CRM for richer customer context.
• Review Agent Performance Reports weekly to identify training needs.

For more details, see the VICIdial Manager Manual or ask your system administrator for advanced configurations.