Compliance and account
This glossary lists the disposition codes VoiceOI writes, then defines the terms these docs use. A code is what Call Logs, Dialer Dispositions and the Dashboard show for a call. On VICIdial® accounts VoiceOI also sends it to the lead, and VICIdial keeps it only if its status rules allow it.
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VoiceOI logs a code for each call it handles; a call still running, or one that ended before a code was set, can show none. A code appears in Call Logs (the Outcome column, and the Status filter for most codes), on Dialer Dispositions and on the Dashboard, and on VICIdial accounts VoiceOI also writes it to the lead. The last column gives the name those screens show and, in brackets, the Dashboard group when it differs. Codes named after an AI agent outcome are its default; change them on the Outcomes tab. “On VICIdial bots” means bots that take calls through VICIdial.
| Code | Meaning | Who sets it | Shown as (Dashboard group) |
|---|---|---|---|
XFER | Qualified and handed to a closer. A hand-off your dialer refuses still logs XFER; a call that ends before the transfer starts logs HANGUP. | The AI agent’s “Qualified - transfer” outcome, or a Transfer Call step with no other Vicidial Disposition. | “Transferred” |
SALE | Qualified, no transfer. Reaching a Google Sheets step also logs SALE. | An AI agent set to “No transfer - mark it a sale”, a script step, or the Google Sheets step. | “Sale” (Transferred) |
DEC | Not qualified. The Script Builder list calls it “Declined Sale”. | AI outcome “Not qualified”, or a script step. | “Declined” (Talked, not transferred) |
NI | Not interested. | AI outcome “Not interested”, or a script step. | “Not interested” (Talked, not transferred) |
CALLBK | Callback requested. VoiceOI schedules no callback. | AI outcome “Callback requested”, or a script step. | “Callback” (Talked, not transferred) |
DNC | Do not call. VoiceOI writes the status and adds the number to no list; VICIdial’s handling depends on your campaign and list settings. | The AI agent’s “Do not call” outcome (ignored on the first reply), a DNC Keywords (Profanity/Abuse) rule on Immediate Hangups (checked from the first reply), or a script step. | “Do not call” (Talked, not transferred) |
AM | Answering machine; the bot ended the call and left no message. A runaway call (silent turns in a row, or a looping script) is also logged AM, so a silent person can look like a machine. | A Machines (Voicemail/Beeps) rule, a long first answer at an AM Detect step, a runaway call, or, on the built-in dialer, Asterisk’s detection. | “Answering machine” |
N | The person hung up (the AI agent’s “Caller hung up” default). The Script Builder list calls it “N - No Answer”, screens show “No answer” and VICIdial’s own N means no answer. On the built-in dialer it is also the catch-all code. | VoiceOI, as the AI agent’s “Caller hung up” outcome, or a script step. | “No answer” (No answer or no outcome) |
HU | The person hung up. Written when an AI step has no stored hang-up code, as in an older script. | On VICIdial bots: VoiceOI, from how the call ended. | “Hung up” |
NA | Words were heard, but nothing the bot could use; with an AI agent, also a person who answered, then stopped replying. VICIdial’s own NA means no answer on an auto-dialed call. | On VICIdial bots: VoiceOI, from the words it heard. | “No answer” (No answer or no outcome) |
DAIR | Dead air: no words were heard from the person at any point, even if the line had noise. | On VICIdial bots: VoiceOI, from the words it heard. A script step can also set it. | “Dead air”. The Dialer Dispositions and Dashboard hints say “never heard a sound” or “heard nothing”, but the test is words. |
NP | No clear outcome: in a pre-recorded script, a hang-up after one usable answer; with an AI agent, running out of turns or repeating itself. The Script Builder list calls it “NP - No Pitch No Price”. | On VICIdial bots: VoiceOI, from how the call ended. A script step can also set it. | “No pitch” (Talked, not transferred) |
HANGUP | The person engaged, then hung up. In a pre-recorded script, two or more usable answers came first. | On VICIdial bots: VoiceOI, as the default when no step or rule set a status. | “Hung up” |
DROP | VoiceOI ended a call that ran too long or stalled; it is not an abandoned-call count, but VICIdial’s own DROP means an abandoned call, so ask your VICIdial administrator how your reports treat it. | On VICIdial bots: VoiceOI, on a safety limit. | “Dropped” (Hung up, though the caller did not hang up) |
A | Answered. The Script Builder list calls it “A - Answering Machine” and VICIdial’s own A is a machine marked by an agent, but the Dashboard counts it as talked. For machines, AM comes from AM Detect or a Machines (Voicemail/Beeps) rule. | You, in a script step or AI outcome. | “Answered” (Talked, not transferred) |
B | Busy. | You, in a script step or AI outcome. | “Busy” (No answer or no outcome) |
DC | Disconnected number. | You, in a script step or AI outcome. | “Disconnected” (Hung up) |
CBHOLD | Callback hold. The Script Builder list calls it “Scheduled Callback”, but VoiceOI schedules no callback or redial. In VICIdial it marks a callback waiting for its time. | You, in a script step or AI outcome. | “Callback hold” (Talked, not transferred) |
NQ | Not qualified. Check that your campaign’s status list has it first. | You, in a script step or AI outcome. | “Not qualified” (Talked, not transferred) |
OVERAGE (7 characters), which VICIdial cannot store: do not pick it.SALE, NI, CALLBK, DEC, DNC, CBHOLD or AM, a later step or rule cannot replace it with a code outside that group, except the call-length limit (DROP).DAIR, NA, NP or HU logic: it records a silent or departing caller as N, and writes DROP only after an error. It also records HANGUP, DC and any code it does not know (such as HU, NQ or OVERAGE) as N, and keeps the other codes in the table. A script step can set DAIR or NP on either dialer.See status codes. Screens also name codes from VICIdial’s own lists, such as RAXFER, AA, AL, AFAX, and others such as WN, LB, CB; VoiceOI writes one only if a script step or AI outcome is set to it.
A built-in dialer lead also has a status, which is not a disposition code: Call History shows it in Status and the call’s code in Result.
| Status | What it means |
|---|---|
pending | Not dialed yet. A running mission takes pending leads from its list. |
dialing | The dialer has started the call. A lead can stay here if no result came back, and Recycle Leads skips it. |
called | The dialer called the lead and the call ended with a result. |
machine | The call was ended as an answering machine. |
failed | The call could not be placed or failed before it connected. |
invalid | The dialer rejected the number as not dialable, so it did not call it. |
dnc_skipped | The lead matched your DNC list, so the dialer did not call it. |
Call Logs is the sidebar item; its page is titled Interaction Logs. Call History is a different page on the built-in dialer, reached from a mission’s Results button. See Call Logs.
On VICIdial, a campaign is VICIdial’s; in VoiceOI the team creates a campaign record and you link a script to it under Assigned Campaign. On the built-in dialer, the campaign you run is a mission (sidebar Missions, page titled Campaigns). See the mission form.
Three things: the code DNC; the DNC Keywords (Profanity/Abuse) phrases you write on Immediate Hangups (none ship by default); and the DNC page under Dialer, a list only the built-in dialer reads, by exact match (ask the team to confirm it is active). See Do-not-call.
Live Monitor lets your organization’s Admin listen to calls on the line, on bots that take calls through VICIdial once your bot servers carry the latest update, not on built-in dialer calls. Realtime (Dialer > Realtime, titled Live Monitoring) is a built-in dialer page with a bot table and no audio. Go Live in Call Logs shows what the bot and caller say, turn by turn, for calls that start after you turn it on; it has no audio. See Live Monitor.
A live transfer hands a qualified caller to a closer during the same call. VoiceOI’s comes with notes: the bot writes them for the closer, sends the hand-off and ends its side of the call, so it never introduces the caller. That makes it warm only in the sense of notes. “Blind” in SIP Blind Transfer (REFER) names the method, not a transfer without notes. See How a transfer works and live transfer.
In the Script Builder, a node is one step on the canvas, such as Play Audio or Listen. On Dialer > Nodes (titled Telephony Cluster), a node is a dialing server of the built-in dialer. See node types.
| Term | What it means |
|---|---|
| Abandoned call | A call a person answers when no bot is free. VoiceOI neither measures nor limits these. |
| AI agent | A bot whose conversation an AI model holds inside limits you set. It runs on the bot servers VICIdial remote agents use; ask the team before using it on the built-in dialer. See AI Voice Agent. |
| AI disclosure | An optional line you write and turn on, played at the start of an AI conversation on the VICIdial path (the SIP bot servers). It is not played on built-in dialer calls or in the Simulator. See AI disclosure. |
| AI fronter | A VoiceOI plan: an AI agent that qualifies a lead, then transfers it live. See fronter agent. |
| AI junior closer | A VoiceOI plan: an AI agent that hands qualified calls to your closers and is meant to choose where each goes with Closer Hub rules. It does not make the sale. Ask the team whether your bot servers run routing steps. See Closer Hub. |
| AI lead gen | A VoiceOI plan: an AI agent that collects the lead’s details, with no live transfer. See AI lead generation. |
| Allow-list | The addresses a system accepts calls from. You allow VoiceOI’s on your VICIdial; the team adds yours on its side. See addresses to allow. |
| AM Detect | A Script Builder step that decides whether a person or a machine answered; a machine ends the call and logs AM. See AM Detect. |
| AMD | Answering machine detection: telling a person from a machine by what the caller says, and on the built-in dialer also by Asterisk’s detection. It is not perfect. See AMD. |
| Answering machine | A machine that answers instead of a person; the bot ends the call and logs AM. See answering machines. |
| API user | The VICIdial user VoiceOI signs in as, to read leads and write statuses and notes. See the API user. |
| ASR | Automatic speech recognition: the engine that turns the caller’s answer into text. See recognition engines. |
| Blind transfer | A transfer where the person handing over does not stay on to introduce the caller. VoiceOI still writes notes for the closer first. See Live transfer. |
| Bot | One VoiceOI voice agent. It holds one call at a time, and VoiceOI bills per bot. On VICIdial it is a line of a remote agent entry. See the bots in VICIdial. |
| Bot route | The route on your VICIdial’s Asterisk that sends the bots’ External Extension to the bot server, written by the team with your administrator. See dialplan hook. |
| Bot server | A VoiceOI server where bots answer calls and run your script. On the built-in dialer, bots sit on the servers listed on Nodes. See addresses to allow. |
| Caller ID | The number shown to the person you call, set through your carrier and dialplan. Use only numbers you own or are authorized to use; VoiceOI does not verify ownership. See caller ID. |
| Carrier | The provider that connects your calls to the phone network. On VICIdial you keep your own; on the built-in dialer you add one under Dialer > Carriers. VoiceOI also sells a carrier service separately. See adding a carrier. |
| Closer | The person who takes a qualified call from a bot and closes the sale. Your dialer, not VoiceOI, decides which closer answers. See how a transfer works. |
| Closer dialer | A separate VICIdial where your closers work; VoiceOI can write the notes for the closer to the lead there, by phone number. See the closer dialer. |
| Closer Hub | The page with Matrix Rules and Targeting Lists, meant to choose the next script step by the caller’s age and state. A rule names a step, not a closer. Ask the team whether your bot servers run routing steps. See Closer Hub. |
| Codec | The audio format of a call. The bot path uses G.711 u-law (PCMU) and no other. See SIP settings. |
| Term | What it means |
|---|---|
| Dead air | Logged as DAIR: no words heard from the person at any point. See the codes. |
| Dial level | On the built-in dialer, the lines dialed per ready bot (1.0 is one line per bot), capped by Call Speed (CPS). Above 1.0 a caller may find no bot ready; VoiceOI does not limit or measure abandoned calls. On VICIdial it is VICIdial’s setting. See the mission form. |
| Dial method | In VICIdial, the campaign setting that decides how it places calls, such as manually or at a ratio; VoiceOI does not read it. See dialer types. |
| Disposition | A code that says how a call ended, such as XFER. See the codes. |
| External Extension | The full number VICIdial dials for a remote agent entry: prefix plus User ID, for example 888881001. See the bots in VICIdial. |
| Force bot sync | The button on Integrations that sends your latest scripts and settings to every bot now; otherwise saved changes arrive on the bots’ next sync, which can take longer. See Force bot sync. |
| Fronter | The first-contact caller who qualifies a lead and passes it to a closer; VoiceOI’s pre-recorded voice bot and AI fronter do this. See fronter agent. |
| Hopper | In VICIdial, the queue of leads that passed the campaign’s checks and are ready to dial next. VICIdial fills it; VoiceOI does not read it. See limits of the connection. |
| Term | What it means |
|---|---|
| Immediate Hangups | The page, titled Automatic Call Rejection, where you write phrase rules that end a call: a Machines (Voicemail/Beeps) rule logs AM, a DNC Keywords (Profanity/Abuse) rule logs DNC. See how rules are matched. |
| In-group | In VICIdial, the inbound group your closers answer. A transfer goes to an in-group, and VICIdial picks which ready closer gets the call. See transfers on VICIdial. |
| Lead ID | The number VICIdial gives a lead. VoiceOI uses it to write a status to the right lead, and support asks for it. See write-back. |
| Lead list | The leads you dial. On VICIdial they live in VICIdial; on the built-in dialer, under Dialer > Lead Lists. See lead lists. |
| Lines | How many calls a remote agent entry can hold at once. See the bots in VICIdial. |
| Local Call Time | In VICIdial, a campaign setting that points to a call time you define in VICIdial’s admin. VoiceOI does not read or enforce it. See calling hours. |
| Master server | The VoiceOI server that handles Test connection, START, STOP and closer-dialer notes; bot servers take the calls. See addresses to allow. |
| Matrix Router | A Script Builder step meant to compare the caller’s age and state with the Closer Hub rules and go to the winning rule’s step; ZIP Resolver is meant to find the state. Ask the team whether your bot servers run routing steps. See Matrix Rules. |
| Native API transfer | Short for ViciDial Native API Transfer (Instant Release): VoiceOI asks VICIdial through its API to move the call to your destination. “Instant Release” frees the bot’s line, not a faster closer. See transfer methods. |
| Notes for the closer | Text VoiceOI writes into the lead’s Comments field in VICIdial before a transfer, up to 255 characters, so the closer sees the caller’s answers. See notes for the closer. |
| Pre-recorded voice bot | A bot that plays recorded lines in a branching script and routes on keywords in the caller’s answer, built as a Classic Call Flow. See ways to build a script. |
| Recording | VoiceOI keeps recordings only for built-in dialer calls and Twilio-number calls where the webhook supplies one; the VICIdial path records nothing in VoiceOI. Notices and consent are yours. See Are calls recorded? |
| Recycle | On the built-in dialer, Recycle Leads puts leads with a recorded result, such as called, failed or invalid, back in the queue, including leads whose call ended DNC, but not leads still dialing. It is no do-not-call filter: do not assume it leaves out leads the DNC list skipped. On VICIdial, recycling is VICIdial’s. See Recycle Leads. |
| REFER | A SIP message that asks your Asterisk to send the call on to a destination, used by SIP Blind Transfer (REFER). Your dialer can refuse it, and then the caller is dropped. See transfer methods. |
| Remote agent | In VICIdial, an entry with no agent screen that forwards its calls to a number you set, the External Extension. Each bot works as a line of one, and nothing logs in. See remote agents explained. |
| Term | What it means |
|---|---|
| Script | The call flow a bot follows: a Classic Call Flow or an AI Voice Agent. See Script Builder. |
| Script ID | The ID of one script, from Copy Script ID in the Scripts row menu. The bot route names it; a bot server without that script refuses the call with SIP 480. See script ID. |
| Simulator | A test run of a script in your browser. It places no call and never contacts VICIdial, but a Google Sheets step can add a real row to your sheet, and an Integration step ends the run as SALE. It does not test transfers, routing or the AI disclosure line. See run a test. |
| SIP | Session Initiation Protocol, the standard for setting up calls over IP. It is the current path between your VICIdial’s Asterisk and a bot server, over UDP or TCP, with no TLS or SRTP. See SIP settings. |
| Smart Listen | A setting on a Listen node where an AI reads what the caller meant and picks the path, instead of matching keywords. The team switches it on. See Smart Listen. |
| Smart Reply | A Play Audio variant that answers a side question with a recorded line. See Smart Reply. |
| START and STOP | On Remote Agents, buttons that ask VICIdial to set a bot’s remote agent entry to Active or Inactive. Live Status is the last one VICIdial accepted, not its live state; see the live agent view in VICIdial’s admin. See START and STOP. |
| Status list | In VICIdial, the statuses a campaign can use besides VICIdial’s system statuses. VoiceOI cannot add statuses to it. See the codes and write-back. |
| Voicemail drop | Leaving a recorded message on a machine. VoiceOI has none: a bot that reaches a machine ends the call and logs AM. |
| Warm transfer | In common use, a transfer where the person handing over stays on to introduce the caller. VoiceOI’s transfer is live with notes, and the bot does not introduce anyone. See Live transfer. |
On bots that take calls through VICIdial, DAIR is dead air: no words were heard from the person, even if the line had noise. NA means words were heard but nothing usable, or, with an AI agent, a person who answered and then stopped replying. NP means no clear outcome, such as a hang-up after one usable answer in a pre-recorded script.
VICIdial sets a status only if it is a system status or is on the campaign’s status list, and Call Logs shows VoiceOI’s code, not VICIdial’s reply. Ask your VICIdial administrator to check the code. If no code reaches VICIdial, the call may have carried no lead ID (as in a direct test dial) or the API user may be read-only. After a transfer, your closer’s disposition normally sets the final status.
No. When a call ends on a do-not-call phrase you wrote or on the AI agent’s Do not call outcome, VoiceOI logs DNC and adds the number to no list, so you keep your own. The AI outcome is ignored on the caller’s first reply; a phrase rule is not. This is not legal advice.
Not in general. A live transfer hands the caller to a closer during the same call. A warm transfer often means the person handing over stays on to introduce the caller. VoiceOI’s transfer is live with notes for the closer, but the bot does not stay on to introduce anyone, so it is warm only in the sense of notes.
VoiceOI provides tools. The customer is the caller and is responsible for consent, do-not-call lists, calling hours, caller ID, recording and monitoring consent, and disclosures. This page is not legal advice.
VICIdial is a registered trademark of the Vicidial Group. VoiceOI is an independent product and is not affiliated with or endorsed by the Vicidial Group. Asterisk, Twilio and other product names are trademarks of their respective owners.
Questions about your setup? Talk to the VoiceOI team.