VICIdial INCALL: In Call — What It Means & How to Use It

Quick Reference

Status Code

INCALL

Full Name

In Call

What 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

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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

What does the VICIdial INCALL status mean?

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.

Is INCALL callable in VICIdial?

No, INCALL (In Call) leads should NOT be included in dial_status_filter. Calling these leads may violate compliance requirements or waste dial capacity.

Should I include INCALL in my dial_status_filter?

No, do not include INCALL in 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.

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