Engineering capabilities
- Predictive and manual dialing
- Agent and campaign management
- Recording and reporting
- Cluster scaling
VoIP
ViciDial
Outbound and blended dialer platform for call centers, sized around concurrency, agents and carrier capacity.
Security & hardening
- Segregated agent access
- Recording storage controls
- Carrier and trunk rate limiting
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.
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01
Carrier capacity
- Outbound SIP trunks
- Channel limits
- CLI / caller-ID sets
Dial ratio constrained by available channels and by the calling regulations that apply to the campaign.
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02
Telephony nodes
- Asterisk dialer node(s)
- Load balancing
- Recording capture
Additional dialer nodes added horizontally as concurrency grows; recordings offloaded to storage.
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03
Core services
- ViciDial web/app server
- MySQL database
- Archive server
Database is the usual bottleneck: dedicated resources, tuned buffers and routine archiving of old logs.
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04
Campaign layer
- Lists & lead loading
- Predictive / manual modes
- Dispositions & DNC
DNC handling and retry logic configured before launch, not after the first complaint.
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05
Agents
- Agent web interface
- Headsets / softphones
- Supervisor monitoring
Agent stations need stable low-latency connectivity; supervisors get live monitoring and barge.
Frequently asked questions
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 u2014 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.
Scope the work before you commit budget
Send the environment details and get an engineered proposal with assumptions, risks and a rollback path.