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Mastering AGC in VICIdial: A Deep Dive into vicidial.php and Adaptive Call Handling

If you manage a high-volume call center, you know that how calls are distributed is just as important as how many calls you answer. VICIdial’s AGC (Adaptive Call Handling) is a game-changer for balancing agent workloads. But to truly leverage AGC, you need to understand its core engine: vicidial.php.

In this post, we’ll break down what AGC is, how vicidial.php powers it, and how to tune it for maximum efficiency.

Option A – Cron Job (Recommended)

*/15 * * * * php /var/www/html/agc_rebalancer.php >> /var/log/agc_rebalance.log 2>&1

Vicidial

Vicidial is an open-source predictive auto dialer software used primarily for telemarketing and fundraising campaigns. It integrates with various software solutions to enhance its functionality, including PHP for custom development.

1. Database Table (MySQL)

-- Run this in your Vicidial database
CREATE TABLE IF NOT EXISTS agc_queue_priority (
    id INT AUTO_INCREMENT PRIMARY KEY,
    campaign_id INT NOT NULL,
    lead_id INT NOT NULL,
    original_priority TINYINT(3) DEFAULT 0,
    boosted_priority TINYINT(3) DEFAULT 0,
    boost_reason VARCHAR(50),
    timestamp DATETIME DEFAULT CURRENT_TIMESTAMP,
    INDEX (campaign_id, boosted_priority)
);
CREATE TABLE IF NOT EXISTS agc_agent_score (
user_id INT PRIMARY KEY,
agent_name VARCHAR(50),
skill_score DECIMAL(5,2) DEFAULT 50.00,
avg_talk_time INT DEFAULT 0,
last_update DATETIME DEFAULT CURRENT_TIMESTAMP ON UPDATE CURRENT_TIMESTAMP
);

2. Configuration File: agc_config.php

<?php
// AGC Vicidial Configuration
$agc_config = [
'rebalance_interval' => 15,          // seconds
'min_agent_idle_sec' => 10,          // idle threshold
'boost_per_idle_agent' => 3,         // priority boost per idle agent
'max_priority' => 10,                // max priority value
'min_priority' => 0,
'campaigns_enabled' => [1, 2, 5],    // enable for specific campaigns
'skill_weight' => 0.4,               // how much skill score affects priority
'wait_time_weight' => 0.6
];
?>

5. Performance Bottlenecks

The polling mechanism in vicidial.php creates N × polling rate MySQL queries (e.g., 200 agents × 1 req/sec = 200 QPS just for polling). This leads to:

• High CPU on MySQL if vicidial_live_agents table is not properly indexed.
• Delayed screen updates during call bursts.

Mitigations:

• Increase polling interval to 2 sec during low activity.
• Use memcached to cache agent statuses.
• For large deployments (>100 concurrent agents), switch to WebSocket push via vicidial_websocket.pl (VICIdial 2.14+).

Enable AGC Debug Logging

1. Edit /etc/astguiclient.conf
   Set DEBUG_LOGS=1.

2. Restart the VICIdial services.

3. Tail the log:

   tail -f /var/log/astguiclient/agc.log
   

4. Watch as an agent logs in – you’ll see lines like: agc vicidialphp work

   2025-03-15 14:30:22|AGC|vicidial.php|Agent 101 requested lead for campaign SALES
   2025-03-15 14:30:22|AGC|hopper|Returning lead_id 45002 from list LIST_A
   

8. Conclusion

vicidial.php (AGC) is a functional, database-centric agent interface that works reliably for up to ~100 concurrent agents. Its simplicity enables deep customization but introduces security and scalability challenges. For modern deployments, organizations should:

• Use VICIdial ≥2.14 with the WebSocket add-on.
• Implement aggressive SQL query caching.
• Regularly audit vicidial.php access logs and session tables.
• Consider replacing AJAX polling with Server-Sent Events (SSE) for large clusters.

While not as polished as commercial offerings, the AGC remains the most widely deployed open-source contact center agent UI due to its transparent architecture and low cost of ownership.

3. Technical Implementation (WebRTC/PHP Context)

Vicidial utilizes a WebRTC softphone (often integrating libraries like SIP.js or similar WebRTC stacks) embedded within the PHP-driven agent dashboard. The AGC feature operates client-side within the browser's audio processing layer.