What Do You Need to Set Up VICIdial? A Beginner's Checklist

You have decided VICIdial might be right for your team. The next question is practical: what do you actually need before the first agent logs in and the first call goes out? The software itself costs nothing to license, but a working call centre needs a server, a telephone carrier, agent equipment, clean customer lists, and someone responsible for keeping it all secure.

This checklist is written for business owners and call-centre managers planning a first installation. If you are still deciding what VICIdial is and how calls flow through it, start with our beginner guide, What Is VICIdial? How It Works. This article assumes you know the basics and focuses on planning.

In short, a business needs six things to get started:

• A clear calling workflow: inbound, outbound, or both.
• A server (or servers) to run VICIdial, hosted in the cloud, in a data centre, or on your premises.
• A telephone carrier that connects your server to the phone network, plus phone numbers if you take calls.
• Agent equipment: a computer with a modern browser, a good headset, a phone or softphone, and a stable internet connection.
• Customer data you are allowed to call, organised into lists and campaigns.
• A person or partner responsible for security, updates, backups and troubleshooting.

Step 1: Decide your calling workflow

Before you think about servers, write down how calls should move through your business. This one decision shapes almost everything else: how many phone numbers you need, how your carrier is set up, and how agents spend their day.

Outbound

Your agents call customers. Typical uses are sales follow-ups, appointment reminders, collections and surveys. VICIdial can dial manually, let agents preview a record before dialing, or dial automatically and pass answered calls to free agents. Outbound needs a carrier that allows your call volume and destinations, and caller ID numbers that people recognise and that you are entitled to display.

Inbound

Customers call you. You need phone numbers, called DIDs (direct inward dialing numbers), routed to queues, which VICIdial calls in-groups. You may also want an IVR, the automated menu that says press 1 for sales, press 2 for support.

Blended

The official feature list states that an agent can take both inbound and outbound calls in one session. Blending keeps agents busy between inbound calls, but it needs careful rules so that callers waiting in a queue are not kept waiting while agents are on outbound calls.

Example: a clinic group with six front-desk staff takes appointment calls in the morning and makes reminder calls in the afternoon. That is a blended workflow with predictable peaks, and it needs both DIDs and outbound capacity on the same carrier account.

• Do agents mostly call out, take calls in, or both?
• How many agents will be logged in at your busiest hour, not on average?
• Which countries or regions will you call, and which will call you?
• Do you need an IVR, after-hours messages, or callback options?
• Who decides call outcomes (dispositions) such as sale, callback or not interested?

Step 2: The server, hosting and realistic capacity

The VICIdial server is the machine that runs everything: the agent and admin web screens, the database that stores leads and call results, the dialing logic, and the Asterisk telephony engine that actually handles the audio. According to the official project page, the server side needs Asterisk, a MySQL or MariaDB database (MariaDB is preferred), Apache with PHP, and Perl with a set of add-on modules. Small systems can run all of this on one machine. Larger systems split the database, web and telephony work across several servers.

The VICIdial Group publishes VICIbox, an official installer that sets up an OpenSuSE server with Asterisk, DAHDI and VICIdial pre-configured. Building each component by hand is possible but harder to maintain. Before installing any release, check the VICIbox site for current security notices.

Hosting options

• Cloud or VPS hosting: quick to start and easy to resize. Check that the provider allows VoIP traffic, offers a dedicated public IP address, and has a data centre close to your carrier and agents.
• Dedicated server in a data centre: more predictable performance for heavy dialing and recording, with more responsibility for maintenance.
• On-premises server: useful if you already have a server room and good connectivity, but you take on power, cooling, hardware failure and internet redundancy.
• Managed hosting: the VICIdial Group's VICIhost service runs dedicated servers for you in its own hosting facilities, and independent providers also offer managed VICIdial servers. You trade some control for less maintenance work.

Planning capacity without guessing

The official site describes VICIdial as scalable to hundreds of seats using multiple servers. How many agents a single server can handle depends on many factors: dialing method and dial ratio, how many calls are recorded, recording format, the number of concurrent calls, reporting load, and the server hardware itself. Old forum posts and hardware lists from years ago are not a reliable guide for current hardware.

A safer approach is to estimate your peak concurrent calls, start with a server size your hosting partner or VICIdial specialist recommends for that load, then measure CPU, memory, disk and call quality during a pilot. Predictive dialing can run several outbound call attempts per agent at once, so an outbound team needs more capacity than an inbound team of the same size.

Technical review note: server sizing should be confirmed by whoever will install and support your system, based on your real call volumes. We have deliberately not given CPU, RAM or agent-per-server figures here.

Step 3: Understand the role of Asterisk

Asterisk is open-source telephony software. The official Asterisk documentation describes it as a toolkit for building communications systems, including a full IP PBX, a private business phone system that runs over the internet. It speaks SIP, the most common VoIP protocol, which is the standard way voice-over-internet systems start, connect and end calls.

In a VICIdial system, Asterisk does the telephony work: it places and receives calls through your carrier, connects agents' phones, plays IVR prompts, and records audio. VICIdial sits on top and tells Asterisk what to do: which number to dial next, which agent gets the call, and what happens when nobody answers.

Version matters, and two separate questions need two separate answers. Compatibility asks whether this Asterisk version works with your VICIdial version. Security support asks whether anyone still publishes fixes for it. A version can pass the first test and fail the second.

At the time of writing, the official VICIdial requirements page lists Asterisk 18 as its preferred version, and the VICIbox server page lists a VICIdial-specific Asterisk 18 build (18.26.4-vici). Meanwhile, the Asterisk project's own release table shows the 18 series reached end of life on 20 October 2025, which means the Asterisk project no longer publishes fixes of any kind for it.

• Do not swap in a newer Asterisk release on your own. VICIdial depends on Asterisk behaviour, and a newer version is only safe once compatibility is confirmed for your specific VICIdial installation.
• Ask your installer or VICIdial provider which Asterisk build you will run, who maintains it, and how security fixes will reach your server.
• Reduce exposure regardless of version: firewall the SIP and admin ports, allow only your carrier and known agent addresses, and watch for unusual call patterns.

Technical review note: VICIdial and VICIbox release information changes. Re-check both official pages and the Asterisk versions table before go-live.

Step 4: SIP trunks, DID numbers and carriers

Your server needs a way to reach the public phone network. That connection is usually a SIP trunk: a service from a telecom carrier that carries your calls over the internet to ordinary landlines and mobiles. Think of it as the phone line for your server, except that it can carry many calls at once.

DID numbers are the phone numbers customers dial to reach you. Inbound calls on a DID arrive through the carrier into Asterisk, and VICIdial routes them to an IVR or queue. For outbound calls, the number your customers see is the caller ID, sometimes called the CLI.

Questions to ask a carrier

• Do you allow call-centre and auto-dialer traffic, and is there a limit on calls per second or concurrent calls?
• Which countries can we call, and which caller ID numbers are we allowed to display?
• Can we get local DIDs in the regions we need, and can we port our existing numbers to you?
• Do you support IP-based authentication, registration, or both, and can you restrict calls to our server's IP address?
• Which audio codecs do you support? A codec is the method used to compress voice for transport; G.711 is common and widely supported.
• Do you offer fraud controls such as spending limits and blocks on premium or international destinations?
• How is billing calculated, for example per minute or with a minimum increment, and are failed or short calls charged?

Example: a debt-collection team in one country should not pick a carrier only because it has the lowest per-minute rate. If that carrier blocks high-volume outbound traffic or cannot provide valid local caller ID, the cheaper rate does not help. Test call quality and answer rates with a small pilot first.

Rules on telecom licensing, caller ID and VoIP use vary by country. In some countries, internet-based calling to the public phone network is restricted or needs specific registration. Confirm what applies to you with your carrier and, if needed, a legal adviser.

Step 5: Agent computers, headsets, phones and internet

According to the official project page, agents work in a web browser, with Chrome or Firefox recommended, and use a phone that can be a softphone (a phone app on the computer) or a hardphone (a physical desk IP phone). Remote agents can work from anywhere with a phone, a browser and an internet connection. The details below make the difference between a team that sounds clear and one that sounds broken.

Agent checklist

• Computer: a reasonably current machine with a supported browser, kept updated. Agents often run VICIdial alongside a CRM, so plan for several open tabs.
• Headset: a wired USB or good quality headset with a noise-cancelling microphone. Laptop speakers and built-in microphones cause echo and complaints.
• Phone endpoint: decide between a softphone, a desk IP phone, or a WebRTC browser phone where your installation supports it. Pick one standard for the whole team so support stays simple.
• Internet: a stable connection matters more than raw speed. Voice is sensitive to jitter (uneven delay) and packet loss. Wired Ethernet is more reliable than busy Wi-Fi.
• Office network: if many agents share one office connection, ask whether the router can prioritise voice traffic, and avoid features that interfere with SIP unless your installer recommends them.

Example: a team of eight home-based agents complains about robotic audio every afternoon. The cause is often a shared home connection or a weak Wi-Fi signal, not the dialer. A quick test call from each agent's actual location before launch catches most of these problems.

Step 6: Customer lists, permission to call and campaigns

In VICIdial, contacts are loaded into lists, and lists are attached to campaigns. A campaign holds the calling rules: which lists to dial, the dialing method, the script agents see, and the call outcomes they can choose.

Prepare your data

• Clean phone numbers into one consistent format and remove duplicates.
• Keep a record of where each contact came from and what permission you have to call or message them.
• Load your internal do-not-call numbers. The official feature list includes system-wide and per-campaign DNC lists.
• Include time zone or location information so the system can avoid calling outside allowed hours.

Dialing windows and campaign rules

VICIdial supports call-time rules, including time zone restrictions by state and by day of the week, according to the official feature list. Decide the hours you are allowed and willing to call before you load a single list. For predictive dialing, the official features also include a configurable drop percentage, the share of answered calls that are abandoned because no agent is free.

Calling rules differ by country and sometimes by state. They can cover consent, permitted hours, national do-not-call registries, abandoned calls, caller ID and recording notices. VICIdial gives you tools to apply rules, but it does not make your calling compliant on its own. Have your rules confirmed by someone qualified in your markets.

Step 7: Security, accounts, backups and recordings

A VICIdial server is connected to the internet and to a carrier that bills you for calls. If it is compromised, attackers can place expensive international calls or read customer data. Security is part of the setup, not something to add later.

Security and account checklist

• Restrict the admin interface and SIP ports with a firewall, allowing only known IP addresses where practical.
• Use strong, unique passwords for every agent, admin and phone account, and remove accounts for people who leave.
• Use VICIdial user levels and user groups so agents only see the campaigns and features they need.
• Use HTTPS for agent and admin screens.
• Set spending limits and block destinations you never call at the carrier level.
• Apply security updates through a tested process, following VICIdial and VICIbox guidance rather than upgrading Asterisk or other components independently.

Backups

Back up the database and configuration regularly, store copies away from the server, and test a restore at least once. A backup that has never been restored is a hope, not a plan.

Recordings

VICIdial can record all calls automatically or let agents start and stop recording. Recordings use disk space quickly and often contain personal data. Before launch, decide whether you need to record, how callers are informed, who can listen, where recordings are stored, and how long you keep them.

Technical review note: firewall rules, HTTPS setup and update process depend on how your system is installed. Have the final security configuration reviewed by your installer.

Open-source software versus actual operating costs

The official project page states that VICIdial is open-source under the AGPLv2 licence with no software licensing cost. That is true and useful, but free software is not the same as a free call centre. Budget for the full picture:

• Hosting or server hardware, and possibly more servers as you grow.
• Carrier charges: per-minute rates, DID rental, number porting, and any setup fees.
• Agent equipment: headsets, computers, desk phones if used.
• Internet connectivity for the office or each remote agent.
• Installation and configuration time, whether in-house or from a partner.
• Ongoing administration: updates, monitoring, troubleshooting and user management.
• Storage for call recordings and backups.
• Optional paid support, training or managed hosting.

Prices vary widely by country, carrier, call volume and hosting choice, so we have not listed figures here. Ask for written quotes for your expected volume and compare the total monthly cost, not just the per-minute rate.

Pre-launch readiness checklist

Work through these steps in order. Each one depends on the one before it.

1. 1.Workflow documented: inbound, outbound or blended, peak agents, regions and call outcomes.
2. 2.Hosting chosen and server installed with VICIdial and Asterisk versions your installer has confirmed as compatible, plus a plan for security fixes.
3. 3.Firewall, HTTPS, admin access restrictions and strong passwords in place.
4. 4.Carrier account set up, trunk connected, caller ID approved and spending limits applied.
5. 5.DIDs routed to the right IVR or in-group, with after-hours handling tested.
6. 6.Agent and admin accounts created with the correct user levels and groups.
7. 7.Phones or softphones registered and tested from every agent location.
8. 8.DNC lists loaded, call-time rules and time zones checked, then test lists loaded.
9. 9.Campaign settings reviewed: dialing method, dispositions, scripts and recording.
10. 10.Test calls placed to internal numbers: inbound, outbound, transfers, recordings and voicemail.
11. 11.Backups running and one restore tested.
12. 12.Small pilot with a few agents, measuring call quality and server load before full launch.
13. 13.Named person responsible for monitoring and support during launch week.

Common planning mistakes

• Choosing a server size from an old forum post instead of measuring your own peak load.
• Picking the cheapest carrier without checking whether it allows dialer traffic or your destinations.
• Leaving the admin interface and SIP ports open to the whole internet.
• Loading lists before cleaning them, checking permission, and setting call times.
• Letting agents use laptop speakers or poor Wi-Fi and blaming the dialer for bad audio.
• Recording every call without a plan for storage, access and retention.
• Going live with the full team on day one instead of running a short pilot.
• Assuming open source means there are no running costs or maintenance work.
• Having nobody clearly responsible for updates, backups and troubleshooting.

Beginner FAQ

Can I install VICIdial myself?

If you are comfortable with Linux servers, networking and VoIP, the VICIbox installer makes a basic installation achievable. The harder parts are carrier setup, security, call quality and ongoing maintenance. Many businesses use a hosted service or a technical partner for those parts.

Can I start with one server?

Usually, yes. The official requirements allow the database and web server to run on the same machine as Asterisk or on separate ones, so a small team can start with everything on one server. Plan how you would split those roles later if call volume grows, and size the first server based on your expected peak load.

Do I need a separate SIP trunk for inbound and outbound?

Not always. One carrier can often handle both. Some businesses use separate carriers for outbound dialing and inbound numbers, or a second carrier as a backup. This depends on your call volume, destinations and how much redundancy you need.

Will my agents need to install software?

The agent screen runs in a web browser. Agents may still need a softphone app, unless they use a desk IP phone or a browser-based phone that your installation supports.

How long does setup take?

It depends on your workflow, carrier approval, number porting, the state of your customer data, and how much testing you do. Carrier approval and number porting are often the slowest parts, so start them early.

Does VICIdial make my calling legal?

No. It provides tools such as DNC lists, call-time rules and drop percentage settings. Whether your calling is lawful depends on your consent records, your markets and how you configure and use the system.

Official sources and further reading

Requirements, licence and feature details in this checklist come from the official VICIdial, VICIbox and Asterisk sites, checked in October 2026. Supported versions change over time, so confirm current details before you install.

• VICIdial project page on vicidial.org: requirements, licence, VICIbox download and feature summary
• VICIdial features list on vicidial.com: inbound, outbound, blended, DNC, call-time and recording features
• VICIbox and VICIbox Server: official installer, current release, included Asterisk build and security notices
• Asterisk documentation: official documentation for the Asterisk project
• Asterisk versions: release types, support periods and end-of-life dates
• What Is VICIdial? How It Works: our beginner introduction to VICIdial, dialing methods and call flow

If you would like a second opinion on hosting, carriers or launch planning, see our VoIP and VICIdial services.