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.

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.

• 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.

If you're new, start with our vicidial installation guide below.

Prerequisites: Quick Vicidial Installation Guide

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).

Setting Up User Groups and Users

Create a User Group

1. In admin.php, go to ADMIN > User Groups.
2. Click ADD NEW GROUP.
3. Fill fields: Group ID: "TESTGROUP", Group Name: "Test Call Center", Webphone Authorization: Y.
4. Submit.

Add Users (Agents/Admins)

1. Go to ADMIN > Users.
2. Click ADD NEW USER.
3. Fields: User ID: "agent001", Full Name: "John Doe", User Group: "TESTGROUP", User Level: 2, Phone Login: Y.
4. Submit.

How to Create a New Campaign in Vicidial: Core Steps

Step 1: Access Campaigns Section

1. Log into admin.php.
2. Navigate to CAMPAIGNS in the left menu.
3. Click ADD A NEW CAMPAIGN.

Step 2: Fill Basic Campaign Details

Field	Recommended Value	Explanation
Campaign ID	TESTCAMP	Unique alphanumeric ID
Campaign Name	Test Outbound Campaign	Descriptive name
User Group	TESTGROUP	Links to your created group
Campaign CID	1234567890	Caller ID number
Campaign Timezone	EST	Set for compliance

Step 3: Initial Configuration

1. On detail page, scroll to BASIC SETTINGS.
2. Set Dial Method: MANUAL (for testing), Active: Y, Allow No-Hopper-Leads Logins: Y.
3. Submit changes.

Configuring Vicidial Outbound Campaigns

Dial Methods Explained

• MANUAL: Agent clicks to dial.
• POWER: Dials one lead per agent.
• PREDICTIVE: Auto-dials multiple; algorithm predicts answers.
• ADAPTIVE: Adjusts based on agent performance.

Step-by-Step Outbound Setup

1. Edit campaign: CAMPAIGNS > MODIFY.
2. Under DIALING SETTINGS: Dial Method: PREDICTIVE, Dial Timeout: 60, Answering Machine Detection (AMD): Y.
3. Hopper Settings: Hopper Size: 50.
4. Submit.

Loading Leads for Outbound

1. Go to LISTS.
2. ADD NEW LIST: List ID: 101, List Name: Sales Leads.
3. Upload CSV with phone number, first name, last name.
4. Activate list in campaign: CAMPAIGNS > MODIFY > LISTS > Add 101.

Setting Up Vicidial Inbound Campaigns

Create an Inbound Group (In-Group)

1. Go to IN-GROUPS.
2. ADD NEW IN-GROUP: Group ID: INSALES, Group Name: Inbound Sales Queue, Extension: 1000.
3. Route calls: In Asterisk, point DIDs to this extension.

Link to Campaign

1. Edit campaign: CAMPAIGNS > MODIFY.
2. Inbound Settings: Allow Inbound: Y, Blended: Y, Dial Method: INBOUND_MAN.
3. Add In-Group: Under IN-GROUPS, select INSALES.
4. Submit.

Advanced Vicidial Campaign Settings

• Predictive Dialing Optimization: Drop Rate: 3-5%, Adaptive Algorithm enable.
• List Management: Customize statuses (SALE, NOINT), auto-recycle drops after 3 days, activate DNC.
• Closer Campaigns for Transfers: Create secondary campaign with INBOUND_MAN, set Xfer to Closer: Y.

Vicidial Agent Interface: Hands-On Guide

Logging In

1. http://your-ip/vicidial/agent.php
2. Enter User ID, Password, Campaign ID (TESTCAMP), Extension.
3. Select Phone: WebRTC or softphone (Zoiper).

Key Features

• Pause Codes: Categorize breaks (LUNCH).
• Disposition: Log call outcomes.
• Manual Dial: Enter numbers directly.

Vicidial Campaign Troubleshooting

• 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.

Integrating Vicidial with CRM Systems

Enhance data flow with vicidial CRM integration.

• Popular Integrations: Vtiger/SugarCRM, HubSpot/Zoho.
• Setup Steps: Enable API in SYSTEM SETTINGS > API, map custom fields, use webhooks to sync dispositions.

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.

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, then click ADD A NEW CAMPAIGN.

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.

3. Why are my Vicidial campaign calls not connecting?

Empty lead hoppers, misconfigured carrier trunks, or inactive campaigns. Check leads in LISTS, verify SIP registrations in CARRIERS, and ensure Active: Y.

4. How can I integrate Vicidial with my CRM system?

Enable the API in SYSTEM SETTINGS > API. Map custom fields like LeadSource. Use webhooks or JSON scripts to sync dispositions.

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.

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.