VICIdial Inbound Call Handling

VICIdial supports robust inbound workflows, from simple ring‑groups to multi‑level interactive voice response (IVR). This guide covers setting up in‑groups, call routing rules, IVR menus, and queue management for optimal caller experience.

Prerequisites

• Admin access (User Level 8 or 9)
• At least one SIP/IAX2 carrier configured
• Phones and agents created
• Basic familiarity with Asterisk dialplan syntax if customizing beyond the GUI

1  Define In‑Groups (Ring‑Groups)

1. Go to Inbound → Add A New In‑Group.
2. Enter a unique Group ID (integer) and Group Name.
3. Select associated campaigns for agents to log into this in‑group.
4. Configure Queue Priority and Ring Strategy (e.g., ROUNDROBIN, LEASTRECENT).
5. Set Ring Time (seconds each agent’s phone rings) and Retry delay between attempts.
6. Click Submit and then Reload Asterisk.

2  Assign Agents & Phones to In‑Groups

• Under Phones → Modify Phones, edit each phone and add the In‑Group ID where the agent should receive inbound calls.
• Alternatively, assign in‑group membership on the user record (Admin → Users → Modify User).
• Ensure agents have Modify Campaigns turned off; inbound access is controlled via in‑group settings.

3  Configure IVR Menus

1. Navigate to Inbound → IVR Menus → Add A New IVR Menu.
2. Give the IVR a Menu ID and Description.
3. Record or upload audio prompts for the menu greeting.
4. Map digit keys to one of:
   • In‑Group (route to queue)
   • External Number (forward outside)
   • Voicemail (send to mailbox)
   • Goto Menu (submenu)
5. Set a default action for invalid or no‑input (e.g., repeat menu, route to operator).
6. Submit and link the IVR menu to an in‑group or outbound route.

4  Inbound Call Routing

• In Admin → Server Admin → Dialplan > Custom Extensions, ensure the Asterisk context from-internal or ext-ivr includes your IVR and in‑group contexts.
• Use Admin → Carriers → Dialplan Entry to direct DID numbers to the IVR or specific in‑group.
• Check extensions.conf to confirm your in‑group context matches exten => _XXX,1,Queue(\${EXTEN}).

5  Queue Management & Monitoring

• Use Reports → Real‑Time Monitor > In‑Queue to view calls waiting, longest wait, and agent status.
• Set up Agent Options → Pause Codes for hold statuses (ACW, Break).
• Enable Queue Penalties to favor skilled agents by assigning lower penalty numbers.
• Configure Auto‑Pause thresholds to pause the in‑group if wait times exceed defined limits.

6  Voicemail & Fallback

1. On the in‑group record, set Voicemail Ext to route unanswered calls after retries.
2. Ensure the mailbox is created under Inbound → Voicemail → Add New Voicemail.
3. Configure email notifications for voicemails via Admin → System Settings.

Best Practices Checklist

1. Implement IVR menu recordings with clear, concise prompts.
2. Balance ring strategy (ROUNDROBIN vs LEASTRECENT) based on team size.
3. Use queue penalties to direct calls to experienced agents first.
4. Monitor in‑group performance daily and adjust retry/ring times accordingly.
5. Keep voicemail greetings updated and test fallback routes monthly.

Next Steps

• Integrate with CRM for screen‑pop and caller‑data retrieval.
• Use AGI scripts for advanced call‑flow logic or data dips.
• Implement SLA alerts to notify supervisors via email or webhook when wait times exceed thresholds.

Explore the full VICIdial Manager Manual for detailed dialplan examples and advanced inbound features.