VICIdial Glossary

Complete glossary of VICIdial and call center terminology. 110 terms covering everything from ACD to WebRTC, with plain-language definitions and links to related configuration guides.

A

Learn what abandon rate means in VICIdial, how to monitor it, and why keeping it under 3% is critical for FCC compliance.

Adaptive Dialing

Learn how VICIdial's adaptive dialing automatically adjusts the dial level in real time to maximize efficiency while meeting abandon rate targets.

Learn how the VICIdial admin panel works as the web-based management interface for configuring campaigns, agents, carriers, and system settings.

After-Call Work (ACW)

Learn how after-call work time is managed in VICIdial, including disposition entry, note-taking, and the impact of ACW on agent productivity metrics.

Learn how agent DIDs work in VICIdial to assign dedicated phone numbers to individual agents for callbacks and personalized customer routing.

Learn how the VICIdial agent screen works as the web-based interface for handling calls, viewing lead info, and managing dispositions.

Agent Utilization

Learn how agent utilization measures productive time in VICIdial, tracking the percentage of logged-in time spent on calls.

AMD Agent Route Options

Learn how AMD agent route options in VICIdial control what happens to calls after answering machine detection classification.

Learn how AMDSTATUS channel variable works in VICIdial to report answering machine detection results for call routing decisions.

Learn how answer rate is measured in VICIdial as the percentage of outbound calls that are picked up by the called party.

Answering Machine Detection (AMD)

Learn how Answering Machine Detection works in VICIdial to filter voicemail from live answers, saving agent time on outbound campaigns.

Learn how Asterisk PBX powers VICIdial's telephony engine, handling call routing, SIP trunking, and real-time media processing.

Asterisk Gateway Interface (AGI)

Learn how AGI (Asterisk Gateway Interface) enables VICIdial to execute custom call handling logic through external scripts.

Asterisk Manager Interface (AMI)

Learn how the Asterisk Manager Interface (AMI) enables VICIdial to control call origination, transfers, and real-time monitoring.

Learn how AudioSocket in Asterisk enables real-time audio streaming for AI integrations, speech analytics, and live transcription.

Auto Dial Level

Learn what the auto dial level setting controls in VICIdial and how it determines the number of lines dialed per available agent.

Automatic Call Distribution (ACD)

Learn how Automatic Call Distribution works in VICIdial to route inbound calls to the best available agent using skills-based rules.

Automatic Number Identification (ANI)

Learn how ANI (Automatic Number Identification) works in VICIdial to identify callers by their phone number for routing, screen pops, and compliance.

Average Handle Time (AHT)

Learn how Average Handle Time (AHT) is measured in VICIdial, combining talk time and wrap time to evaluate call efficiency.

B

Learn how barge-in allows VICIdial supervisors to join active calls as a three-way participant to assist agents or intervene with customers directly.

Learn how blended agents handle both inbound and outbound calls in VICIdial, maximizing productivity by switching between call types dynamically.

Blended Campaign

Learn how blended campaigns work in VICIdial to handle both inbound and outbound calls simultaneously, maximizing agent utilization.

Busy Lamp Field (BLF)

Learn how Busy Lamp Field (BLF) works with VICIdial to show real-time extension status for transfers and agent monitoring.

C

Learn how call menus work in VICIdial as configurable IVR trees that route callers using DTMF input and automated prompts.

Call Progress Detection (CPD)

Learn how Call Progress Detection (CPD) works in VICIdial as an alternative to AMD for identifying answering machines and call outcomes.

Call Recording Compliance

Learn about call recording laws affecting VICIdial operations, including one-party and two-party consent state requirements.

Learn how scheduled callbacks work in VICIdial, allowing agents to set future call appointments with leads at specific dates and times.

Caller ID (CID)

Learn how Caller ID works in VICIdial, including CID rotation, local presence dialing, and compliance with STIR/SHAKEN attestation.

Learn how calls per hour is measured in VICIdial and how dialing mode, AMD, and campaign settings affect agent call throughput.

Learn how campaigns work in VICIdial as the primary organizing unit for outbound calling operations, agents, and settings.

Learn how VoIP carriers connect VICIdial to the public phone network, providing DIDs and outbound calling capacity.

Learn how closers work in VICIdial as specialized agents who receive transferred and inbound calls from multiple groups.

Learn how CNAM (Caller Name) displays your business name on recipient phones and how it affects answer rates in VICIdial.

Learn how audio codecs work in VICIdial, including G.711, G.729, and Opus, and how codec selection affects call quality and bandwidth.

Learn how ConfBridge conferencing works in VICIdial for agent-call bridging, three-way calls, and call monitoring.

Learn how consent requirements affect VICIdial dialing operations, including express vs. prior express written consent under the TCPA.

Learn how contact rate is measured in VICIdial as the percentage of dial attempts that reach a live person for outbound campaigns.

Conversion Rate

Learn how conversion rate is tracked in VICIdial as the percentage of contacted leads that result in a sale or desired outcome.

Cost Per Lead (CPL)

Learn how to calculate and optimize cost per lead (CPL) in VICIdial outbound campaigns by improving efficiency and contact rates.

Cross-Cluster Communication (CCC)

Learn how Cross-Cluster Communication (CCC) enables multiple VICIdial server clusters to share agents, calls, and data across locations.

D

Database Replication

Learn how MySQL database replication works in VICIdial clusters to provide data redundancy, read scaling, and disaster recovery.

Learn how dial statuses work in VICIdial to track call outcomes like no-answer, busy, and answering machine for lead management.

Learn how the dial timeout setting in VICIdial controls how long the system waits for a call to be answered before hanging up.

Dialed Number Identification Service (DNIS)

Learn how DNIS (Dialed Number Identification Service) works in VICIdial to identify which number a caller dialed for intelligent inbound routing.

Learn how the Asterisk dialplan works in VICIdial to route calls, execute IVR logic, and control telephony call flow.

Direct Inward Dialing (DID)

Learn how DIDs (Direct Inward Dialing numbers) work in VICIdial for routing inbound calls to campaigns, IVRs, and agent groups.

Learn how dispositions work in VICIdial to classify call outcomes, track agent performance, and control lead recycling behavior.

Do Not Call (DNC)

Learn how DNC (Do Not Call) list management works in VICIdial to ensure compliance with federal and state do-not-call regulations.

Dual-Tone Multi-Frequency (DTMF)

Learn how DTMF tones work in VICIdial for IVR navigation, call transfers, and interactive call menu operations.

E

Learn how the Erlang C formula helps VICIdial call centers calculate optimal staffing levels to meet service level targets and minimize costs.

F

Learn how FastAGI improves VICIdial performance by running AGI scripts as persistent network services instead of per-call processes.

FCC Regulations

Learn how FCC regulations affect VICIdial call centers including abandon rate limits, safe harbor rules, and robocall restrictions.

First Call Resolution (FCR)

Learn how first call resolution measures the ability to resolve customer issues on the first contact in VICIdial call centers, and strategies to improve it.

G

Learn how the G.711 audio codec works in VICIdial, why it's the default for call centers, and how ulaw vs alaw variants affect call quality.

Learn how the G.729 compressed audio codec works in VICIdial, when to use it over G.711, and its impact on CPU, bandwidth, and call quality.

H

Learn what hangtime means in VICIdial, why it causes dead air on connected calls, and how to minimize the delay between answer and agent connection.

Learn how the VICIdial hopper works as the lead queue that feeds phone numbers to the dialer for outbound campaigns.

I

Learn how IAX2 protocol works in VICIdial for inter-server communication, NAT-friendly trunking, and cluster connectivity.

Learn how inbound groups work in VICIdial to route incoming calls to agent queues with skills-based routing and priority rules.

Interactive Voice Response (IVR)

Learn how IVR (Interactive Voice Response) systems work in VICIdial for automated call routing, self-service, and caller navigation.

J

Learn how jitter affects VoIP call quality in VICIdial, what causes packet timing variation, and how to diagnose and fix jitter problems.

L

Learn how lead recycling in VICIdial automatically retries unanswered leads based on dial status and configurable time delays.

Learn how lead scoring works in VICIdial to prioritize high-value leads, improve conversion rates, and optimize agent time on outbound campaigns.

Learn how List IDs organize lead data in VICIdial, enabling campaign assignment, list-level reporting, and DNC management.

Learn how load balancing distributes agent connections and call traffic across multiple VICIdial servers for scalability.

M

Learn how manual dialing works in VICIdial, letting agents control call placement for compliance-sensitive or high-value outbound campaigns.

Mean Opinion Score (MOS)

Learn how MOS (Mean Opinion Score) measures VoIP call quality in VICIdial and what scores indicate acceptable voice quality for call centers.

Learn how MeetMe conferencing works in VICIdial as the legacy call bridging application and when to migrate to ConfBridge.

N

Learn how NAT traversal affects VICIdial VoIP calls and how to configure SIP, RTP, and firewalls to prevent one-way audio issues.

O

Learn how occupancy rate measures the percentage of time VICIdial agents spend on call-related work versus waiting, and how to optimize it.

P

Learn how pause codes work in VICIdial to track agent break reasons, measure non-productive time, and improve schedule adherence.

Learn how PJSIP works in VICIdial as the modern SIP channel driver for Asterisk, offering improved performance over legacy chan_sip.

Post-Dial Delay (PDD)

Learn what post-dial delay means in VICIdial, how it affects dialer efficiency, and how to diagnose slow call setup times with carriers.

Learn how power dialing works in VICIdial, using a fixed dial ratio per agent to balance efficiency with abandon rate control.

Predictive Callback

Learn how predictive callback systems in VICIdial use optimal timing and data analysis to schedule callbacks when leads are most likely to answer.

Predictive Dialing

Learn how predictive dialing works in VICIdial to maximize agent talk time by dialing multiple numbers simultaneously based on algorithm predictions.

Preview Dialing

Learn how preview dialing in VICIdial lets agents review lead information before placing calls for higher-value, personalized conversations.

Primary Rate Interface (PRI)

Learn how PRI (Primary Rate Interface) circuits work with VICIdial for dedicated digital telephony connections and when to use PRI vs SIP trunks.

Progressive Dialing

Learn how progressive dialing works in VICIdial, dialing one line per available agent to eliminate dropped calls while maintaining efficiency.

Q

Quality Control

Learn how VICIdial's quality control features enable call scoring, agent evaluation, and performance improvement programs.

Learn how call queues work in VICIdial to hold callers until an agent becomes available, with music, announcements, and priority routing.

R

Learn how ratio dialing works in VICIdial, using a fixed lines-per-agent ratio to control outbound call pacing and throughput.

Real-time Transport Protocol (RTP)

Learn how RTP carries voice audio in VICIdial calls, why port ranges matter, and how to troubleshoot one-way audio issues.

Learn how VICIdial records calls for quality assurance, compliance, and training using server-side audio capture and storage.

Learn how remote agents connect to VICIdial from any location using SIP, IAX2, or WebRTC for work-from-home call center operations.

Robocall Mitigation

Learn how robocall mitigation programs affect VICIdial operations and what steps call centers must take to avoid call blocking.

S

Schedule Adherence

Learn how schedule adherence measures whether VICIdial agents follow their assigned schedules, and why it's critical for maintaining service levels.

Service Level (SLA) (SLA)

Learn how service level agreements work in VICIdial call centers, how to measure the percentage of calls answered within target time, and staffing strategies.

Session Initiation Protocol (SIP)

Learn how SIP (Session Initiation Protocol) works in VICIdial for managing VoIP calls, trunks, and carrier connections.

Settings Container

Learn how settings containers in VICIdial store reusable configuration blocks for campaigns, agent screens, and system features.

Short Duration Percentage (SDP)

Learn how short duration percentage (SDP) measures call quality in VICIdial and why high SDP signals caller ID reputation problems.

Learn how shrinkage accounts for time agents are paid but unavailable for calls in VICIdial call centers, and how to calculate it for accurate staffing.

Learn how silent monitoring lets VICIdial supervisors listen to live calls without agents or customers knowing, for quality assurance and training.

Learn how SIP trunks connect VICIdial to the PSTN through VoIP carriers, replacing traditional PRI lines with flexible IP-based connections.

Skill-Based Routing

Learn how skill-based routing works in VICIdial to direct calls to the most qualified agents based on language, product knowledge, or expertise.

Learn how STIR/SHAKEN caller ID authentication affects VICIdial outbound campaigns, answer rates, and carrier compliance.

T

Learn how T1 and E1 digital transmission lines work with VICIdial for dedicated voice circuits, including channel counts, bandwidth, and PRI signaling.

Learn how talk time is tracked in VICIdial as the duration agents spend in live conversation with contacts on outbound and inbound calls.

Telemarketing Sales Rule (TSR)

Learn how the Telemarketing Sales Rule affects VICIdial call center operations including abandon rate, calling hours, and disclosures.

Telephone Consumer Protection Act (TCPA)

Learn how the TCPA affects VICIdial call center operations including consent requirements, dialing restrictions, and DNC compliance.

Learn how VICIdial's built-in timeclock tracks agent login hours, enforces schedules, and generates payroll-ready time reports.

Learn how call transfers work in VICIdial including blind transfers, warm transfers, and three-way conferencing options.

Learn how SIP trunks connect VICIdial to carriers for inbound and outbound calling, and how to configure trunk capacity.

U

Learn how user groups in VICIdial control agent permissions, campaign access, admin features, and reporting visibility.

V

VICIdial Cluster

Learn how VICIdial clusters distribute calls across multiple servers for scalability, redundancy, and high availability.

Voice over Internet Protocol (VoIP)

Learn how VoIP technology powers VICIdial call centers, replacing traditional phone lines with IP-based voice communication.

Learn how voicemail drop works in VICIdial to automatically leave pre-recorded messages when AMD detects an answering machine, saving agent time.

W

WebRTC (WebRTC)

Learn how WebRTC enables browser-based agent phones in VICIdial, eliminating the need for SIP softphones or hardware phones.

Whisper Coaching

Learn how whisper coaching lets VICIdial supervisors speak to agents during live calls without the customer hearing, enabling real-time guidance.

Learn how wrap time works in VICIdial as the after-call work period where agents disposition calls and complete post-call tasks.

Need Help With Your VICIdial Setup?

Get a free performance audit from our team of VICIdial experts.

Get Your Free Audit →