VoIP
ViciDial
Outbound and blended dialer platform for call centers, sized around concurrency, agents and carrier capacity.
Capabilities
What we implement
- Predictive and manual dialing
- Agent and campaign management
- Recording and reporting
- Cluster scaling
Security
How it is hardened
- Segregated agent access
- Recording storage controls
- Carrier and trunk rate limiting
Architecture
ViciDial contact-center architecture
A dialer is a capacity problem before it is a software problem: carrier channels, agent count and database performance have to be sized together.
01 · Carrier capacity
Outbound SIP trunksChannel limitsCLI / caller-ID setsDial ratio constrained by available channels and by the calling regulations that apply to the campaign.
02 · Telephony nodes
Asterisk dialer node(s)Load balancingRecording captureAdditional dialer nodes added horizontally as concurrency grows; recordings offloaded to storage.
03 · Core services
ViciDial web/app serverMySQL databaseArchive serverDatabase is the usual bottleneck: dedicated resources, tuned buffers and routine archiving of old logs.
04 · Campaign layer
Lists & lead loadingPredictive / manual modesDispositions & DNCDNC handling and retry logic configured before launch, not after the first complaint.
05 · Agents
Agent web interfaceHeadsets / softphonesSupervisor monitoringAgent stations need stable low-latency connectivity; supervisors get live monitoring and barge.
FAQ
ViciDial questions we are asked
- How many agents can one server run?
- It depends on dial ratio, recording, and database load far more than agent count alone. Small deployments run single-server; beyond that we split the database and add dialer nodes rather than scaling one box vertically.
- Why do agents hear dropped or delayed audio?
- Typically over-aggressive dial ratios, saturated carrier channels, or network jitter on the agent side. We measure at all three points before changing configuration.
- Can ViciDial handle inbound and blended campaigns?
- Yes — inbound queues, blended agents and campaign-level routing are supported. Blending needs careful staffing rules so inbound service levels are not sacrificed to outbound targets.
- How are recordings and lead data protected?
- Separated storage with restricted access, retention limits, encrypted transfer for archives, and agent permissions scoped so exports are not open to everyone.
Related
Other voip platforms
ViciDial is referenced to describe engineering capability. All trademarks and product names are the property of their respective owners; no partnership or endorsement is implied.
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