Managed VICIdial Features

Automatically places calls based on configured campaign settings and agent availability, with the objective of connecting answered calls to available agents efficiently. Predictive dialling does not guarantee zero dropped calls or a specific productivity increase.

Allows campaign dialling behaviour to be adjusted using configurable parameters and recent campaign performance.

Permits administrators to control the approximate number of calls placed relative to available agents.

Allows agents to enter and call authorised telephone numbers manually, subject to permissions and campaign rules.

Allows an agent to initiate a call from an assigned lead or customer record.

Support configured outbound call flows that play messages or route responses according to campaign design and applicable regulations.

Selected call outcomes can be returned for another attempt according to configured timing and attempt rules.

Properly configured campaigns can attempt additional authorised numbers associated with a lead.

A configurable technology that attempts to classify whether a human or machine answered. Detection is not perfect and results vary according to carrier, audio and campaign conditions.

Automatic call distribution, inbound groups, queue announcements, hold music, queue position or estimated-wait options where configured, skills and rank-based routing, priorities, availability routing, overflow and after-hours routing.

Call menus, interactive voice response, direct inward dial routing, callback queue options and on-hook agent options where supported.

Caller-ID lookup, screen pops, customer-record display, recording, service-level reporting and abandoned-call reporting.

Browser login, campaign selection, lead and customer information, custom scripts, form fields, CRM links, notes and data updates.

Call, hold, hang-up, transfer, queue transfer, warm transfer, three-way conference, park and grab-parked-call options where configured.

Dispositions, pause codes, personal and campaign callbacks, scripted questions, call history according to permissions, multi-language options and remote-agent capability.

Real-time agent and call status, campaign activity, pause and wait status, session visibility, queue visibility and remote logout.

Monitoring, whisper, coaching, barge or conference options, recording search, quality workflows, dashboards, ticker options and group restrictions. Monitoring features must be used according to local privacy, labour and call-recording laws.

Multiple campaigns, dial methods, pacing, lists, list mixing, lead filters, scripts, custom fields, statuses, result logic, callbacks and recycling.

Time zones, local calling-time restrictions, caller ID, transfer destinations, drop-call routing, answering-machine actions, recording settings, quotas and duplicate-lead checks where configured.

Customers are responsible for ensuring that calls are recorded, stored, accessed and retained in accordance with applicable law and customer-consent requirements.

Real-time campaign and agent reports, login activity, pause codes, call statuses, outbound and inbound performance, service levels, abandoned calls, drop reports, call details, dispositions, sales and list performance.

Carrier or trunk reports where available, recording reports, exports, automated reports where configured, custom report development and database or BI integration. Not every report is available by default.

Carrier services, telephone numbers, call rates, caller-ID rules and channel capacity may be supplied separately and are subject to provider availability and local regulations.

For approved operations such as lead management, call initiation, data retrieval and administrative workflows supported by available functions.

For supported actions associated with the agent interface and active agent sessions.

Open external records or workflow pages using lead and call information.

Secure middleware can connect systems where direct integration is unsuitable. Designs consider authentication, IP restrictions, validation, logging, rate controls, error handling and secure credential storage. API credentials are never placed in browser-side code.

ViciHost provides technical controls that may assist customers with their compliance programmes. Each customer remains responsible for obtaining legal advice, configuring lawful campaign rules, securing proper consent and meeting all regulatory obligations.

Suitable for smaller operations when capacity, redundancy and recording requirements allow.

Distribute telephony workloads and separate other roles where required.

Provide database resources separately for larger or more demanding environments.

Separate browser and administration traffic where scale or architecture requires it.

Move older recordings to dedicated storage according to retention requirements.

Architecture options can reduce single points of failure, subject to package design and budget. Capacity depends on concurrent calls, dial method, carrier performance, recordings, reports, integrations, codecs and hardware.