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This tutorial covers the additional user settings in the VICIdial interface. Once you have created a User ID and understand user levels and admin interface options, the next step is configuring the additional user settings — which are equally important to set up correctly.
This guide focuses on three key areas:
- Agent Interface Options
- Campaign Ranks
- Inbound Groups
1. What Are the Agent Interface Options?
The Agent Interface Options are settings that control the features available to an agent when they log into VICIdial’s agent access portal.
Important: These settings are refreshed only at login time. If you make changes while an agent is already logged in, they will need to log out and log back in for the changes to take effect.
A. Key Settings: Agent Choose Ingroups & Closer Default Blended
Within the Agent Interface Options, two settings are especially important to configure:
- Agent Choose Ingroups — Enables inbound (incoming) calls for the user. When this is turned on, the agent can receive incoming calls routed through inbound groups.
- Closer Default Blended — When enabled, allows the user to accept both inbound and outbound calls.
B. Restricting a User to Inbound Calls Only
If you want a user to receive incoming calls only — without receiving outbound VICIdial calls — disable the Closer Default Blended option by selecting 0 (zero) from the dropdown, then click the Submit button at the bottom of the page.
2. What Are Campaign Ranks?
Campaign Ranks define the user’s rank for each outbound campaign. The ranking scale runs from -9 to 9 and is used for outbound call prioritization. The higher the value you assign to a user, the greater the number of outbound calls they will receive relative to other agents.
3. What Are Inbound Groups?
The checkboxes listed under Inbound Groups determine which incoming call queues the user is assigned to. Check the boxes corresponding to the inbound call groups you want the user to receive calls from.
Need help setting up your VICIdial hosted call-center solution? Contact our team at 866-273-4639 (Customer Service) or 1 (800) 233-0234 (Sales) — we’re happy to assist.