ABOUT VICIDIAL

VICIdial is an open-source, cloud-based contact center

solution suitable for small to large call centers in a
variety of industries. Key features include inbound and
outbound calls, call routing, email integration, online
chat and call recording.

VICIdial combines inbound and outbound phone calls with

inbound email and customer website chat in a single web-
based interface. Skills-based routing and queue
prioritization features help users ensure that calls and
emails go to the agents who are best able to handle them.
Agents can also switch between handling outbound and
inbound calls when necessary.
Other features include previewing leads before dialing,
recording and listening to agent calls, sending dropped
calls to available agents or a voicemail inbox, estimated
hold times for inbound callers, remote-agent calling,
multiple language support and more.
 >HOW TO LOGIN IN VICIDIAL
 
>Firstly we enter a domain

>Enter a login ID and password

>Enter compaign

>Click submit
>AFTER SUBMITION, THIS PAGE WILL BE OPEN
 >ACTIVE OR PAUSE

Before using VICIdial make sure that you’re active or pause. Click on this option (YOU ARE
PAUSED) then you will be active and status is changed to (YOU ARE ACTIVE).
 >WE CAN PERFORM THESE PROGRAMS IN
VICIDIAL
• START RECORDING
• WEB FORM or WEB FORM 2
• PARK CALL
• TRANSFER – CONF
• HANGUP CUSTOMER
• MANUAL DIAL
 >START RECORDING

When we dial or attend the call it automatically start recording but we can manually pause and
resume the recording to click START RECORDING.
 >WEB FORM OR WEB FORM 2

If we want to open a new tab then we can use this option. Click on WEB FORM or WEB FORM 2
a new tab will be open.
 >PARK CALL

This is a very useful feature in VICIdial. We use this feature when we required to hold the call.
Company caller tune will be play during hold.
 >TRANSFER – CONF
• This is a most important and useful feature in VICIdial. When we want to transfer the call to other agent or
supervisor we can use this option.
• HOW TO TRANSFER THE CALL
• Click TRANSFER – CONF
• Then we see a pop up on below screen
• We can see the option NUMBER TO CALL
• Put the number of other agent or supervisor which you want to transfer the call
• After putting the number press BLIND TRANSFER and your call will be transferred
• After transfer don’t forget to hang up the call from your side
 >HANGUP CUSTOMER

This option use for disconnecting the call. Press HANGUP CUSTOMER and your call will be end.
 >MANUAL DIAL
We can use this option for manual dialing the number.
Click on manual dial then you can see a new page will be open.
Enter a number in (PHONE NUMBER) which you want to contact and press DIAL NOW.
Your call will be dialed.
 >LOGOUT

If we want to logout from VICIdial then we use this option.

>Click LOGOUT.
>You will be logged out from VICIdial.