VICIdial Agent Login: Setup and Troubleshooting Guide

Agent login is where 90% of VICIdial new-user support tickets start — not because it’s complicated, but because the default setup, phone extensions, and campaign selection all happen in one screen that can confuse first-time users. This guide covers every part of the VICIdial login flow: URLs, credentials, extension setup, and the most common errors with fixes.

VICIdial Login URLs: Agent and Admin Interfaces

VICIdial uses two separate web interfaces:

Agent interface — for call center agents taking and making calls:

http://[server-ip-or-domain]/agc/vicidial.php

Admin interface — for supervisors, campaign managers, and system admins:

http://[server-ip-or-domain]/vicidial/admin.php

Some installations also expose:

• /agc/vicidial_mgr.php — manager/supervisor agent-tracking view
• /vicidial/user_stats.php — user-level stats view
• /vicidial/AST_timeonVICIDIAL.php — time-on-system reports

The path structure (/agc/ and /vicidial/) is fixed by the VICIdial codebase and doesn’t change between installs. Only the server hostname or IP in front of those paths varies.

How to Create Agent Accounts in VICIdial

Agent accounts are created in the admin interface:

1. Log into /vicidial/admin.php as an admin user.
2. Navigate to Users > Add a New User.
3. Fill in the required fields:
   • User (login username — typically 4-10 chars, e.g., agent1001)
   • Password (initial password — agent should change on first login)
   • Full Name
   • User Level (1 = standard agent, 7-9 = supervisor/admin)
   • User Group (used for campaign and in-group access permissions)
4. Save.

For large teams, the admin interface also supports bulk user creation by CSV upload under Users > User Add Multiple.

Permissions are primarily controlled through user levels and user groups:

• Level 1: agent — can take calls, disposition, nothing else
• Level 7: supervisor — can view reports, listen in on calls
• Level 8: admin — full campaign management
• Level 9: super-admin — full system access

Setting Up Agent Extensions and Phone Login

After the user account exists, each agent also needs a phone record — the SIP extension they’ll use to take calls. Navigate to Admin > Phones > Add a New Phone:

• Extension — unique numeric identifier (e.g., 101, 102)
• DialPlan Number — typically matches the extension
• Voicemail ID — if the agent needs voicemail
• Phone Login — the login the agent types on the VICIdial login screen
• Phone Password — SIP password (separate from VICIdial user password)
• Server IP — the VICIdial/Asterisk server the phone registers to

Two common patterns for phone assignment:

• Hot-desking — phones are assigned per physical workstation; agents sit down at any station and enter that phone’s login
• Per-agent phones — each agent has a dedicated phone record matching their username

On the agent login screen (/agc/vicidial.php), agents enter:

1. Phone Login — the phone record identifier
2. Phone Password — the SIP password
3. User — their VICIdial user login
4. Pass — their VICIdial user password
5. Campaign — which outbound/inbound campaign to log into

Common VICIdial Login Errors and How to Fix Them

“PHONE LOGIN DOES NOT EXIST” — The Phone Login value doesn’t match any phone record. Double-check the phone record exists and is active. Phone Login is separate from the User login.

“USER LOGIN DOES NOT EXIST” — The user account doesn’t exist or is not active. Verify in Admin > Users.

“PHONE NOT ACTIVE” — The phone record exists but active is set to N. Edit the phone and set active = Y.

“USER NOT ACTIVE” — Same issue on the user record. Edit user > Active = Y.

“USER LEVEL IS TOO LOW” — Agents logging into admin, or admins with level 1 trying to access supervisor features. Adjust user level in Users admin.

“THIS USER IS ALREADY LOGGED IN” — Another session with the same user is still active. Either log out of the other session or use /vicidial/admin.php?ADD=121 to force-log-out the user.

Blank page or 500 error on login — Apache or PHP error, typically a database connection issue. Check /var/log/apache2/error_log for specifics.

Agent logs in but no calls come through — Phone isn’t registering with Asterisk (check with asterisk -rx "sip show peers"), or carrier/campaign isn’t set up to route calls, or the campaign is paused.

VICIdial Admin Login: Accessing the Management Interface

The admin interface lives at /vicidial/admin.php. Credentials are the same as the agent user login — level 7+ users can access supervisor features, level 8+ can configure campaigns, level 9 users have full access.

Key admin sections:

• Users — create and manage agents
• User Groups — permission buckets
• Campaigns — outbound and blended campaign config
• In-Groups — inbound queues
• Lists — lead list management
• Phones — SIP phone records
• Carriers — SIP trunk configuration
• Reports — real-time and historical reporting

For a deeper admin walkthrough, see our VICIdial admin guide.

Security Best Practices for VICIdial Login

• Change default credentials immediately after install. Default admin credentials are well-known and actively scanned for on the public internet.
• Use HTTPS for both agent and admin interfaces. Install a Let’s Encrypt cert on Apache.
• Restrict admin access by IP where possible — allow only office or VPN IPs.
• Enforce strong passwords — minimum 12 characters, no dictionary words.
• Enable user-level lockouts after repeated failed logins. VICIdial has a setting in System Settings for this.
• Review login logs periodically — vicidial_log and vicidial_user_log tables show every login.

Frequently Asked Questions

What is the default VICIdial login URL? The agent login URL is /agc/vicidial.php at your server’s hostname or IP. The admin login URL is /vicidial/admin.php. For example, if your server’s IP is YOUR-SERVER-IP, the agent URL is http://YOUR-SERVER-IP/agc/vicidial.php.

How do I reset a VICIdial agent password? Log into the admin interface at /vicidial/admin.php as a level 8+ user. Go to Users, find the agent, click modify, enter a new password in the Password field, and save. The agent should change it on their next login.

Why can’t my agents log into VICIdial? The most common causes are: inactive user or phone record, wrong phone login being used, user level too low, user already logged in elsewhere, or a paused campaign. Check the exact error message shown — VICIdial is specific about why a login failed.

What is the difference between agent login and admin login in VICIdial? Agent login (/agc/vicidial.php) is the call-handling interface where agents take and make calls. Admin login (/vicidial/admin.php) is the management interface for configuring campaigns, users, and reports. Both use the same user credentials; access differs by user level.

Can VICIdial agents log in from home or remotely? Yes. Agents can log in remotely if the VICIdial server is reachable (typically over VPN or via HTTPS on a public IP) and they have a softphone or SIP phone that can register to the Asterisk server. Many call centers run fully remote teams on VICIdial.

Hosted VICIdial: Login Setup Handled for You

If you’d rather skip setting up phones, user levels, and login URLs manually, our hosted VICIdial with managed admin setup includes initial agent provisioning, TLS certificates, and secured admin access out of the box. Full VICIdial support is available 24/7, or start with a one-time VICIdial installation service.