What are Inbound Groups?
Inbound Groups (In-Groups) are call queues in Vicidial that distribute incoming calls to available agents using Automatic Call Distribution (ACD). When a DID receives an inbound call and is routed to an in-group, the caller is placed in a queue and delivered to the next available agent based on the configured routing method.
In-groups are the foundation of inbound call handling in Vicidial. They support hold music, queue position announcements, estimated hold time, skills-based routing, overflow rules, after-hours handling, and more.
Creating an Inbound Group
Admin → Inbound → Groups → Add a New Group
- Set the Group ID (e.g., SALES_Q) and Group Name (e.g., "Sales Queue").
- Choose the Ring Method (how agents are selected).
- Configure Hold Music and Queue Announcements.
- Set Queue Priority (for blended campaigns where agents handle multiple queues).
- Configure After Hours Action for calls outside business hours.
- Assign agents to this in-group via their user settings or user group settings.
Key In-Group Settings
| Setting | Description |
|---|
| Group ID | Unique identifier for the in-group (e.g., SALES_Q, SUPPORT_Q). Max 20 characters. |
| Group Name | Descriptive name (e.g., "Sales Queue", "Technical Support"). |
| Group Color | Color used in real-time reports to identify this queue. |
| Active | Y/N — whether agents can receive calls from this group. |
| Queue Priority | Priority level (0–99). Higher number = higher priority in blended campaigns. |
| Ring Method | How to select agents: longest_wait_agent, ring_all, random, fewest_calls. |
| Fronter Display | Whether to show queue info on the agent screen. |
| Hold Music | Audio file or music class played while caller waits in queue. |
| Agent Alert | Sound or visual alert when a call is delivered to an agent. |
| In-Group CID | Caller ID displayed to agents for calls from this group. |
| After Hours Action | Route for calls received outside defined business hours. |
| Max Queue Time | Maximum seconds a caller can wait before overflow routing activates. |
Skills-Based Routing
Skills-based routing allows you to match callers with the most qualified agents:
- Agent Skills — Assign skill levels (1\u201310) to agents for different in-groups. Higher = more skilled.
- Grade Routing — Route calls to agents with the highest skill grade first. If none available, drop to next level.
- Campaign Weight — In blended mode, set relative priority between inbound groups so critical queues get agents first.
- Closer Campaigns — Agents select which in-groups they handle when logging in as "CLOSER" or "BLENDED."
- Queue Penalty — Delay certain agents from receiving calls from specific queues (e.g., new agents get calls only if wait time exceeds threshold).
Queue Announcements & Hold Settings
Hold Music
Configure the music or messages played while callers wait. Use default Asterisk MOH classes or upload custom audio files. Supports WAV (8kHz mono) format.
Queue Position
Announce the caller's position in the queue ("You are caller number 3"). Configure frequency and minimum position to announce.
Estimated Hold Time
Announce estimated wait time based on recent call patterns. ("Your estimated wait time is 2 minutes.") Helps reduce caller abandonment.
Periodic Announcements
Play periodic messages while waiting (e.g., "Your call is important to us"). Set interval in seconds between announcements.
After Hours & Overflow Routing
After Hours Routing:
- Set a Call Time for the in-group defining business hours.
- Configure the After Hours Action: route to voicemail, IVR, external number, or play a message.
- After Hours Message — Upload a custom greeting (e.g., "We are currently closed. Please call back during business hours...").
Overflow Routing:
- Max Queue Time — If a caller waits longer than this (seconds), trigger overflow.
- Max Queue Callers — If the queue exceeds this many callers, trigger overflow.
- No Agent Queue Action — What happens when no agents are logged in (route to voicemail, message, etc.).
- Overflow Destination — Route to another in-group, extension, voicemail, or external number.
IVR Integration
In-groups can be used as destinations in IVR/Call Menu systems. A common setup:
- DID receives inbound call and routes to a Call Menu (IVR).
- IVR plays: "Press 1 for Sales, Press 2 for Support, Press 3 for Billing."
- Caller presses 1 → routes to SALES_Q in-group.
- Caller presses 2 → routes to SUPPORT_Q in-group.
- Each in-group has its own agents, routing rules, hold music, and overflow settings.
In-Group Reports & Metrics
Calls in Queue
Average Wait Time
Abandon Rate %
Service Level %
Agent Occupancy
Calls Answered
Average Handle Time
First Call Resolution
Access in-group reports via Reports → Inbound Report and Real-Time Report. See the Reporting & Monitoring guide for more details.