OpenSource ПО Vicidial спроектировано, чтобы взаимодействовать с Open-Source PBX системой телефонии Asterisk на уровне тонкого клиента для расширения функциональности телефонии и системы в целом. Набор программного обеспечения позволяет работать с системой Asterisk на Zap (T1/E1/PSTN), IAX или SIP магистралях ( Trunks ) и поддерживет телефоны SIP/IAX/Zap.

У ПО Vicidial два основных компонента:

1. astGUIclient:

Это клиентское GUI приложение, которое состоит из набора AJAX скриптов, включая JavaScript и XMLHTTPRequest функции, которые работают в WEB браузере клиента и предоставляют real-time информацию и функциональность.

2. Vicidial:

Vicidial - это система автоматического набора номеров по списку, которая может быть интегрирована с Asterisk и имеет высоко детелизированную журнализацию набранных номеров. Vicidial может работать в двух режимах : ручной и автоматический. В ручном режиме, агенты могут звонить потенциальным клиентам ( leads ) из WEB браузера "один к одному". В автоматическом режиме, Vicidial автоматически набирает номер потенциального клиента ( leads ) в зависимости от уровня авто набора и подключать агента в случае ответа со стороны поетнциального клиента.

Vicidial может быть просто интегрирован с любой версией Asterisk.

Основное назначение VICIDIAL - законченное обеспечение работы Колл Центра ( Call Center ) в режиме входящих/исходящих звонков.
Интерфейс менеджера также WEB-ориентирован и предоставляет возможность просматривать большое количество реального времени и итоговых отчетов в разрезе деталей и установок для компаний и агентов.

VICIDIAL can function as an ACD ( автоматический дозвон ) for inbound calls or for Closer calls coming from VICIDIAL outbound fronters and even allows for remote agents logging in from remote locations as well as remote agents that may only have a phone.

На сегодняшний день более 700 действующих инсталляций VICIDIAL в более чем 70 странах, некоторые из которых имеют более 300 агентских мест и несколько с множественным георасположением.

В набор ПО также включен подробный ( вплоть до рекомендаций по прекомпиляции ядра Linux ) документ по инсталляции системы, полные English и Spanish версии WEB клиентов и администраторской страницы, и спроектировано для работы с Asterisk системами которые содержат Zap(T1/E1/PSTN) телефонные линии или VOIP(IAX or SIP) магистрали и со многими различными видами софтовых и Hard-телефонов.

Основные VICIDIAL особенности:

Inbound, Outbound and Blended call handling
Outbound agent-controlled, broadcast and predictive dialing
Full USA FTC-compliance capability
Web-based agent and administrative interfaces
Ability to have agents operate remotely
Integrated call recording
Three-Way calling within the agent application
Scheduled Callbacks: Agent-Only and Anyone
Scalable to hundreds of seats
Ability to use standard Telco lines and VOIP trunks
Open-Source GPL licensed, with no software licensing cost
Full Features List:
Ability for an agent to call clients in succession from a database through a web-client
Ability to display a script for the agent to read with fields like name, address, etc. filled-in
Ability to set a campaign to auto-dial and send live calls to available agents
Ability to dial predictively in a campaign with an adaptive dialing algorithm
Ability to dial on a single campaign across multiple Asterisk servers, or multiple campaigns on a single server
Ability to transfer calls with customer data to a closer on the local system or a remote Asterisk server
Ability to open a custom web page with user data from the call, per campaign
Ability to autodial campaigns to start with a simple IVR then direct to agent
Ability to broadcast dial to customers with a pre-recorded message
Ability to park the customer with custom music per campaign
Ability to send a dropped call to a voicemail box per campaign if no agent is available
Ability to set outbound CallerID per campaign
Ability to take inbound calls grabbing CallerID
Ability to function as an ACD for inbound and fronter/closer verification calls
Ability to have an agent take both inbound and outbound calls in one session(blended)
Ability to start and stop recording an agent's calls at any time
Ability to automatically record all calls
Ability to manually or automatically call upto two other customer numbers for the same lead
Ability to schedule a callback with a customer as either any-agent or agent-specific
Ability in Manual dial mode to preview leads before dialing
Ability for agents to be logged in remotely anywhere with just a phone and a web browser
Faster hangup and dispositioning of calls with one key press (HotKeys)
Definable Agent Wrapup-time per campaign
Ability to add custom call dispositions per campaign
Ability to use custom database queries in campaign dialing
Recycling of Busy calls at a specified interval without resetting a list
Dialing with custom TimeZone restrictions including per state and per day-of-the-week
Dialing with Answering Machine Detection, also playing a message for AM calls
Multiple campaigns and lead-lists are possible
Option of a drop timer with safe-harbor message for FTC compliance
Variable drop call percentage when dialing predictively for FTC compliance
Internal DNC list can optionally be activated per campaign
All calls are logged and statuses of calls are logged as well as agent time breakdowns
Load Balancing across multiple inbound or outbound Asterisk servers is possible
Several real-time and summary reports available
Real-time campaign display screens
3rd party conferencing(with DTMF macros and number presets)
3rd party blind call transfer
3rd party conferencing with agent drop-off
Custom Music-On-Hold and agent alert sound for inbound calls
Skills-based ranking and call routing per inbound group and campaign
Ability to set user levels and permissions for certain features and campaigns
Ability for managers to listen-in on agent conversations
Ability for managers to enter conversations with agents and customers
Ability for agents to select a Pause Code when they are not active
Ability for agents to control volume levels and mute themselves
Outbound dialing is QueueMetrics-compatible
Web-based administration
Client web-app web pages available in English, Spanish, Greek, German, French, Italian, Polish, Portuguese and Brazillian Portuguese
Admin web pages available in English, Spanish, Greek and German

- Requires:

The server elements require an Asterisk server(any version), Zap,IAX or SIP trunks and SIP/IAX/Zap phones, MySQL 4.0 or greater database server (local or remote), Apache and PHP 4.0 or greater (local or remote), Perl with a Net::Telnet, Time::HiRes, Net::MySQL modules loaded. We recommend using Firefox 1.0.6 or greater for the web-clients, but they will also run on InternetExplorer 5+, Mozilla 1.7+, Netscape 8+ and Opera 8.5+.

- License: GPLv2