VICIdial Lead Management

VICIdial lead management ensures your campaigns run on clean, compliant, and well‑structured data. This guide distills key workflows from the official Manager Manual for VICIdial 2.15+, covering everything from initial import to advanced recycling.

Prerequisites

• Admin access (User Level 8 or 9) to the VICIdial web interface
• CSV files of leads with headers matching VICIdial field names
• At least one active campaign for list assignment
• Familiarity with disposition codes and do‑not‑call requirements

1  Create & Upload Lead Lists

1. Go to Lists → Add A New List. Enter a unique List ID (integer) and descriptive List Name.
2. After saving, click Upload Leads. Select your CSV file and map required columns:
     • phone_code
     • phone_number
3. Map optional fields like first_name, city, state to enhance scripting and reporting.
4. Submit and review the Upload Summary to confirm successful and failed imports.

Tip: Standardize phone numbers to E.164 format (e.g., +14155552671) in your CSV before upload.

2  Clean & Validate Lead Data

• Select the list and choose List Options → Clean Leads to remove exact duplicates.
• Run Validate Phone Numbers to enforce correct length and numeric format.
• Use the Import Errors report to identify rows with missing or malformed fields for manual correction.

Automation: Schedule periodic cleanups via cron jobs that trigger admin_api.php endpoints if required.

3  Standardize Dispositions & Statuses

1. Navigate to Admin → Dispositions. Add or modify codes to reflect your business logic.
2. Assign each code a Status Category (e.g., CONNECTED, DNC, NO_ANSWER).
3. Set Status Flags for automation:
     • DNC (exclude from future calls)
     • Recycle (eligible for retry)
     • Manual (requires agent review)
4. Train agents to apply the correct disposition for accurate reporting and recycling.

4  Manage DNC & Compliance

• Import do‑not‑call lists via Admin → Lists → Upload DNC and map incoming DNC flags.
• Ensure the DNC flag on dispositions immediately suppresses numbers from dialing.
• Use List Options → Export Leads to generate periodic DNC reports for audit.

Regulation: U.S. TCPA requires strict adherence to DNC; ensure your protocols align with local laws.

5  Lead Recycling & List Mix

1. Edit the campaign via Campaigns → Modify Campaign and enable Lead Recycling.
2. Define retry logic:
     • Max Attempts (2–3 recommended)
     • Attempt Delay (≥ 120 seconds)
3. Under List Mix, add your primary list and recycle list, assigning percentages (e.g., 80 % fresh, 20 % recycled).
4. Monitor the List Mix Report to balance throughput and avoid exhausted lists.

Efficiency: Limit total retries per lead to prevent over‑contact and maintain list health.

6  Bulk Editing & CSV Exports

• Export leads for bulk updates via List Options → Download Leads.
• Make CSV edits (e.g., updating priority, adding tags) and re‑import to the same List ID.
• Use List Options → Export Reports to download call and disposition analytics.

Backup: Keep a copy of original CSVs for rollback in case of import errors.

7  Monitor Lead Health & Performance

• Check the List Health Dashboard for counts of new, recycled, and dead leads.
• Review the Disposition Report to track conversion rates by code.
• Use the Call Detail Report to audit individual call outcomes and agent adherence.

Iteration: Adjust segmentation and recycling rules weekly based on performance metrics.

Best Practices Checklist

1. Enforce consistent CSV headers and UTF‑8 encoding.
2. Perform list cleaning and validation before every major campaign launch.
3. Segment leads by demographic or region for tailored scripts.
4. Implement strict DNC and compliance workflows.
5. Limit recycling to prevent list exhaustion and reduce agent fatigue.

Next Steps

• Automate real‑time lead insertion via the ADD_LEAD API endpoint.
• Integrate with your CRM to synchronize dispositions and lead metadata.
• Schedule quality checks by sampling call recordings linked to lead records.

For in‑depth details, consult the VICIdial Manager Manual or engage with the VICIdial community forums.