VICIdial & call center glossary

The percentage of connected outbound calls where no agent is available within two seconds of the consumer's hello.

Audio analysis at the start of a connected call that decides whether a human or a voicemail answered.

In a VICIdial campaign, the ratio of dials placed per available agent, the core predictive-dialing knob.

The call routing engine that decides which available agent receives an incoming call.

The originating phone number carried in call signaling, the number that placed the call.

A lead that the agent has flagged for future re-dialing, either at a scheduled time or at the consumer's next available moment.

The phone number shown on the recipient's phone when an outbound call arrives, set at the carrier or dialer layer.

A named collection of outbound dialing settings, lists, agents, and scripts in VICIdial.

The percentage of dialed leads that result in a live conversation with a human.

The fully-loaded cost of producing one qualified lead, typically expressed as $ per disposition-worthy outcome.

A phone number assigned to your PBX that can receive direct inbound calls or serve as an outbound caller ID.

The outcome code an agent selects at the end of every call to record what happened.

A registry of phone numbers that have opted out of telemarketing contact, federally and in many states.

The VICIdial pre-dial cache of leads ready to be placed onto the wire.

Automated call routing driven by spoken prompts and DTMF keypress input.

Re-dialing leads that didn't connect on prior attempts, subject to attempt caps and recycle rules.

Automatically matching outbound caller ID area code to the prospect's area code.

The percentage of an agent's logged-in time spent on productive activity (talk, after-call work, waiting for next call).

Outbound dialing that places multiple calls per available agent, predicting that some won't connect.

Outbound dialing where the agent sees the lead on screen for a preview period before the dial is placed.

Outbound dialing that places exactly one call per available agent, no predictive overshoot.

A pre-recorded message played when no agent is available, creates TCPA safe-harbor protection against abandon claims.

A virtual telephony connection between your VICIdial system and a carrier, using Session Initiation Protocol.

A pair of standards for cryptographically attesting that a calling party is authorized to use the caller ID they're presenting.

The 1991 federal law (as amended) that governs outbound telephone calls, SMS, and fax in the US.

Moving a live call from one agent or destination to another, either blind or consultative.

A pre-recorded message the dialer plays when a call lands on voicemail, leaving the prospect a message without agent involvement.

Web Real-Time Communication, a browser API standard that lets a web page make voice/video calls without a plugin.

A supervisor-to-agent one-way audio injection during a live call, heard only by the agent, not the caller.

The after-call-work period where the agent is disposed of the call but not yet taking a new one.