VICIdial INCALL: In Call — What It Means & How to Use It
Quick Reference
Status Code
INCALL Full Name
In Call
Category
System
Agent Selectable
No (System)Callable
No — Exclude from dial_status_filterWhat INCALL Means
Indicates a call is actively in progress between an agent and this lead. The INCALL status persists for the duration of the conversation until the call ends and the agent selects a disposition.
When This Status Is Used
Automatically set when a call connects to an agent. Cleared when the agent dispositions the call. Should never persist without an active call channel — stale INCALL status indicates a crashed or stuck call.
Impact on List Management
Exclude from dial_status_filter — Leads in INCALL status are locked and cannot be dialed by other agents or sessions. This prevents duplicate contact attempts on actively connected leads.
Best Practices
- Monitor for stale INCALL statuses (leads stuck in INCALL with no active channel) — reset these manually
- Do not include in dial_status_filter
- Stale INCALL can cause leads to effectively vanish from the dial pool — run regular audits
Related Statuses
ViciStack Automatically Optimizes How INCALL Affects Your Dial Strategy
ViciStack's List Management module monitors disposition distribution in real time — automatically adjusting recycling logic, dial_status_filter priorities, and hopper fill strategies based on how your dispositions are trending. No manual SQL, no spreadsheet audits.
See List Management Module →Frequently Asked Questions
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