How to Create a New Campaign in Vicidial: Step-by-Step Guide for Efficient Call Center Operations
Are you a call center manager or IT administrator struggling to launch effective outbound or inbound campaigns? Vicidial, the powerful open-source call center software, makes it straightforward. This guide walks you through every detail of vicidial campaign setup, from basics to advanced configurations.
We’ll cover vicidial autodial campaign creation, vicidial predictive dialing, and more. By the end, you’ll have a running campaign tailored to your needs. No fluff—just practical, technical steps.
Whether you’re a small business owner scaling customer outreach or a tech support team handling inbound queries, this vicidial configuration tutorial ensures you avoid common pitfalls.
What is Vicidial and Why Use It for Campaigns?
Vicidial is a free, open-source contact center suite built on Asterisk. It supports vicidial outbound campaigns for sales teams and vicidial inbound campaigns for support desks.
Key benefits include:
- Cost-Effective: No licensing fees—ideal for small businesses.
- Scalable: Handles predictive dialing across multiple servers.
- Flexible: Integrates with CRMs via vicidial CRM integration tools.
Searchers often ask, “How do I create a new campaign in Vicidial?” because it streamlines lead management and boosts agent productivity. With vicidial list management, you control call lists precisely.
If you’re new, start with our vicidial installation guide below. For veterans, jump to campaign creation.
Prerequisites: Quick Vicidial Installation Guide
Before diving into vicidial dialer setup, ensure your system is ready. Vicidial runs on Linux (Ubuntu recommended).
Step 1: Install Vicibox ISO
- Download Vicibox from the official Vicidial site (vicidial.org).
- Boot from ISO on a dedicated server (minimum 4GB RAM, 2-core CPU).
- Follow the installer prompts: Select “Single Server” for starters.
Step 2: Initial Setup
- Access via SSH: ssh root@your-server-ip.
- Run vici install to configure Asterisk and database.
- Set admin password: Default is 1234; change immediately.
Step 3: Web Interface Access
- Open browser: http://your-server-ip/vicidial/admin.php.
- Log in as user 6666 (admin).
Troubleshooting tip: If Apache fails, run asterisk -rx ‘core restart now’.
This vicidial installation guide takes 30-60 minutes. Once done, proceed to user groups.
Setting Up User Groups and Users
Campaigns tie to user groups. Create one first.
Create a User Group
- In admin.php, go to ADMIN > User Groups.
- Click ADD NEW GROUP.
- Fill fields:
- Group ID: e.g., “TESTGROUP”
- Group Name: “Test Call Center”
- Group Description: “For new campaigns”
- Set Webphone Authorization: Y (for softphones).
- Submit.
Add Users (Agents/Admins)
- Go to ADMIN > Users.
- Click ADD NEW USER.
- Fields:
- User ID: e.g., “agent001”
- Full Name: “John Doe”
- User Group: Select “TESTGROUP”
- User Level: 2 (agent) or 8 (manager).
- Phone Login: Y
- Voicemail: N (unless needed).
- Submit. Repeat for multiple agents.
Pro tip: For vicidial agent interface access, ensure Change PWVD: N to avoid lockouts.
Now, your team is ready for vicidial campaign settings.
How to Create a New Campaign in Vicidial: Core Steps
Here’s the heart of your query: creating a basic campaign. We’ll start with manual dialing, then expand.
Step 1: Access Campaigns Section
- Log into admin.php.
- Navigate to CAMPAIGNS in the left menu.
- Click ADD A NEW CAMPAIGN.
Step 2: Fill Basic Campaign Details
Use these essential fields for a vicidial autodial campaign:
Field | Recommended Value | Explanation |
Campaign ID | TESTCAMP | Unique alphanumeric ID (no spaces). |
Campaign Name | Test Outbound Campaign | Descriptive name for easy reference. |
Campaign Description | Initial setup for sales calls | Notes for your team. |
User Group | TESTGROUP | Links to your created group. |
Campaign CID | 1234567890 | Caller ID number for outbound. |
Campaign Timezone | EST | Set for compliance (e.g., no calls after 9 PM). |
- Submit to save. You’ll land on the campaign detail page.
This sets the foundation. For inbound, we’ll adjust later.
Step 3: Initial Configuration
- On the detail page, scroll to BASIC SETTINGS.
- Set Dial Method: MANUAL (for testing; change to PREDICTIVE later).
- Active: Y
- Allow No-Hopper-Leads Logins: Y (lets agents log in without leads).
- Submit changes.
Test: Agents can now log in via agent interface using their user ID and extension.
Configuring Vicidial Outbound Campaigns
Outbound is Vicidial’s strength. Focus on vicidial predictive dialing for efficiency.
Dial Methods Explained
- MANUAL: Agent clicks to dial—low volume, high control.
- POWER: Dials one lead per agent—faster than manual.
- PREDICTIVE: Auto-dials multiple; algorithm predicts answers—best for large teams.
- ADAPTIVE: Adjusts based on agent performance.
Step-by-Step Outbound Setup
- Edit your campaign: Go to CAMPAIGNS > MODIFY.
- Under DIALING SETTINGS:
- Dial Method: PREDICTIVE
- Dial Timeout: 60 (seconds before hangup).
- Dial Statuses: Update—A (answered), NA (no answer), etc.
- Answering Machine Detection (AMD): Y (plays VM drop if detected).
- Hopper Settings:
- Hopper Size: 50 (leads to preload).
- Lead Filter: None (for starters).
- Submit.
Loading Leads for Outbound
Use vicidial list management:
- Go to LISTS.
- ADD NEW LIST:
- List ID: 101
- List Name: Sales Leads
- List Description: Q4 Prospects
- Upload CSV: Format—Phone, FirstName, LastName, etc. (use vicidial user manual for templates).
- Activate list in campaign: CAMPAIGNS > MODIFY > LISTS > Add 101.
Start dialing: Agents log in, pause/resume. Monitor via real-time reports.
Common issue: No calls? Check carrier trunks in CARRIERS.
Setting Up Vicidial Inbound Campaigns
Handle customer queries seamlessly with vicidial inbound campaign features.
Create an Inbound Group (In-Group)
- Go to IN-GROUPS.
- ADD NEW IN-GROUP:
- Group ID: INSALES
- Group Name: Inbound Sales Queue
- Extension: 1000 (DID route).
- Route calls: In Asterisk, point DIDs to this extension.
Link to Campaign
- Edit campaign: CAMPAIGNS > MODIFY.
- Inbound Settings:
- Allow Inbound: Y
- Blended: Y (mix inbound/outbound).
- Dial Method: INBOUND_MAN
- Add In-Group: Under IN-GROUPS, select INSALES.
- Submit.
Agents now see “I” for inbound calls in the vicidial agent interface. Set queue music or hold times for better experience.
Advanced Vicidial Campaign Settings
Fine-tune for performance.
Predictive Dialing Optimization
- Drop Rate: Set to 3-5% for TCPA compliance.
- Adaptive Algorithm: Enable in SERVER SETTINGS.
- Time Zone Calling: Restrict by state (e.g., no CA calls before 8 AM PST).
Vicidial List Management Best Practices
- Statuses: Customize—SALE, NOINT, etc.
- Recycling: Auto-recycle drops after 3 days.
- DNC: Activate internal Do Not Call list per campaign.
Closer Campaigns for Transfers
- Create secondary campaign: Dial Method: INBOUND_MAN.
- In primary: Set Xfer to Closer: Y, select closer campaign.
- Agents transfer with one click.
This boosts close rates in sales setups.
Vicidial Agent Interface: Hands-On Guide
Agents interact here daily.
Logging In
- http://your-ip/vicidial/agent.php
- Enter User ID, Password, Campaign ID (TESTCAMP), Extension.
- Select Phone: WebRTC or softphone (e.g., Zoiper).
Key Features
- Pause Codes: Categorize breaks (e.g., LUNCH).
- Disposition: Log call outcomes.
- Manual Dial: Enter numbers directly.
Train teams: Use hotkeys for speed. Monitor via manager interface.
Vicidial Campaign Troubleshooting
Issues happen. Fix them fast.
Common Problems and Solutions
- No Dial Tone: Check SIP registrations in USERS > DETAIL.
- Campaign Not Starting: Verify hopper has leads; reload with VDAD reload all.
- AMD False Positives: Adjust AMD score in SYSTEM SETTINGS (default 0.75).
- High Drops: Lower predictive ratio; test with POWER method.
- Inbound Not Routing: Confirm DID in Asterisk dialplan: extensions.conf.
Run diagnostics: CLI command vicidial restart all if stuck.
For vicidial campaign troubleshooting, log errors in /var/log/asterisk/full.
Integrating Vicidial with CRM Systems
Enhance data flow with vicidial CRM integration.
Popular Integrations
- Vtiger/SugarCRM: Use API hooks for lead sync.
- HubSpot/Zoho: Webhooks post dispositions.
Setup Steps
- API Configuration: In SYSTEM SETTINGS > API, enable.
- Custom Fields: Map in campaign (e.g., LeadSource).
- Post-Call Hooks: Script dispositions to CRM via JSON.
Example: After SALE, auto-create ticket in Zendesk.
This closes the loop for customer service supervisors.
Best Practices for Vicidial Campaigns
- Compliance: Always enable DNC and time zones.
- Monitoring: Use real-time screens for agent stats.
- Scaling: Add servers for multi-dialer setups.
- Updates: Run vici update monthly for security.
For small business owners, start small—manual campaigns—then scale to predictive.
FAQs
1. What is the first step to create a new campaign in Vicidial?
Log into the Vicidial admin interface (admin.php) using your admin credentials. Navigate to the CAMPAIGNS section in the left menu, then click ADD A NEW CAMPAIGN to start configuring your campaign with a unique Campaign ID and name.
2. How do I set up predictive dialing in Vicidial for an outbound campaign?
In the campaign detail page, go to DIALING SETTINGS and set Dial Method to PREDICTIVE. Adjust Dial Timeout to 60 seconds and enable Answering Machine Detection (AMD) if needed. Set Hopper Size to 50 and ensure leads are loaded in the campaign’s list for optimal dialing.
3. Why are my Vicidial campaign calls not connecting?
This could be due to empty lead hoppers, misconfigured carrier trunks, or inactive campaigns. Check if leads are loaded in the LISTS section, verify SIP registrations in CARRIERS, and ensure the campaign is set to Active: Y. Run vicidial restart all in the CLI if issues persist.
4. How can I integrate Vicidial with my CRM system?
Enable the API in SYSTEM SETTINGS > API. Map custom fields like LeadSource in the campaign settings. Use webhooks or JSON scripts to sync call dispositions (e.g., SALE) to CRMs like HubSpot or Vtiger. Test post-call hooks to ensure data flows correctly.
5. Can I run both inbound and outbound calls in the same Vicidial campaign?
Yes, enable Blended mode in the campaign’s Inbound Settings. Set Allow Inbound: Y and link an In-Group (created under IN-GROUPS) to handle inbound calls. Agents will see both call types in the vicidial agent interface, marked as “I” for inbound.
Conclusion:
You’ve now mastered how to create a new campaign in Vicidial. From vicidial dialer setup to advanced vicidial predictive dialing, these steps ensure smooth operations.
Implement one section at a time. Test with a small list. Your call center will thank you.
Questions? Check the vicidial user manual or forums. Ready to optimize? Share your setup in comments.