Vicidial Complete Guide

Vicidial(often stylized as VICIdial) is the world's most widely used open-source contact center suite. Built on top of the Asterisk PBXframework, it provides a full-featured predictive dialer, automatic call distribution (ACD), interactive voice response (IVR), and comprehensive agent management — all through a web-based interface.

Originally created by Matt Florell in 2003, Vicidial has grown into a mature platform used by thousands of call centers worldwide. It is released under the AGPLv2 license, meaning the source code is freely available, and organizations can modify, deploy, and extend it without per-seat licensing fees.

The Vicidial community is active and supportive, with an official forum (www.vicidial.org), regular SVN updates, and a dedicated IRC/Slack channel. Commercial support is available from the Vicidial Group and various third-party integrators.

Vicidial's architecture consists of several tightly integrated components working together:

• Asterisk PBX — The telephony engine handling all SIP/IAX2 calls, codec negotiation, and media.
• MySQL / MariaDB — Stores all configuration, lead data, call logs, recordings metadata, and real-time data.
• Apache + PHP — Serves the admin panel and agent web interface (agc/vicidial.php).
• Perl Scripts — Background daemons that power the dialer engine (AST_VDauto_dial), call routing (AST_VDremote_agents), keepalive processes, and more.