WarmConnect Hosted Dialer and Contact Center

Vicidial does many things, which makes it sometimes difficult to configure. This post explains how to setup a broadcast, survey or press 1 type of outbound campaign. This type of campaign makes Vicidial broadcast a message to its list, and optionally connect the callee to an agent by pressing 1 or another digit.

This video tutorial explains how to setup a Softphone (Zoiper and xLite) with your OwnPages Vicidial Dialer. Other softphones are similar.

One of the first administrative tasks to come to grips with is uploading leads into Vicidial. Each campaign in Vicidial can have multiple lists (databases) for it to use. Each list has many leads. Therefore the process of uploading leads starts with first creating a new list, assigning that list to a campaign and then uploading leads into the newly created list. The video tutorial below shows you how.

This post explains how to setup an incoming number or DID in your Vicidial dialer, once you have ordered one from your WarmConnect console.
WarmConnect provides inbound numbers (aka DIDs) and toll free numbers from 50 countries around the world to go with your dialer.

Below is a short video on how to set callerID for each individual campaign in your WarmConnect Vicidial Predictive Dialer. Note that there are additional callerID options in your WarmConnect console (Preferences and Reports page) that can overide the campaign callerID. By default your account is setup to use the campaign callerID as shown in the video below, unless you have taken an incoming number from us.

Listening and Barging is commonly used to listen into the agents conversation by the VICIdial administrator. In "Listen" the administrator can only listen to the conversations of the agent but in "Barge" administrator can speak with both agent and the customer.
Detailed below is one of the procedures to use call barging and listening in the dialer.