What to collect from the call-center head

Use this before connecting our AI layer to a client-owned VICIdial, Asterisk, SIP trunk, DID, campaigns, and human agents.

Architecture: VICIdial remains the dialer and Asterisk/PBX remains on the client’s server. Their SIP carrier trunk normally terminates on their Asterisk. Our server supplies the deterministic AI conversation API, scripts, call outcomes, and integration instructions. Do not move or install their VICIdial here.

1. VICIdial access REQUIRED

  • VICIdial web URL, API URL, API port, public/private IP, and version.
  • Dedicated non-agent API username and password—never a human agent login.
  • API source value and source-IP restriction/allowlist.
  • Permission to read call/lead data and update lead status/disposition.
  • Permission to read campaigns, lists, in-groups, agents, and transfer information.
  • Whether access requires HTTPS, VPN, or access through a private network.
  • Confirm our AI server public IP is allowlisted where required.

2. Campaign and number list REQUIRED

  • Campaign ID/name for each bot and script.
  • List ID(s), lead source, required lead fields, and country code.
  • Who loads numbers: client into VICIdial, or admin into a bot test list.
  • Dial method (RATIO/ADAPT/MANUAL), concurrent-call limit, and attempts per number.
  • Permitted calling hours, campaign time zone, and compliance restrictions.
  • Answering-machine detection (AMD) behavior and drop policy.

3. Asterisk / PBX REQUIRED

  • Asterisk version, host/IP, and whether it is behind NAT.
  • PJSIP or chan_sip, listening port, and transport.
  • RTP port range, external/media address, and permitted codecs.
  • Dialplan context and extension where AI calls enter.
  • Preferred integration: AGI, AudioSocket, external RTP, ARI, or another approved media bridge.
  • SSH/config access is optional; their telecom administrator can install our supplied files instead.

4. SIP trunk / carrier REQUIRED

  • Carrier/provider name and trunk name on the client Asterisk.
  • Termination host, origination URI, SIP port, transport, and codecs.
  • Authentication: username/password or IP authentication.
  • Carrier signaling/media IP ranges if IP-authenticated.
  • Outbound dial prefix, country format, and approved caller IDs.
  • Confirm who owns and controls the trunk account. Do not request unrelated billing credentials.

5. DID and routing REQUIRED

  • Every DID in E.164 format, for example +13312845082.
  • Which DID maps to which bot/script/campaign.
  • Inbound route/context and outbound caller ID for each DID.
  • Whether the carrier sends the DID in the Request-URI, To header, or another header.
  • A test DID and safe test destination before production traffic.

6. Human-agent transfer REQUIRED

  • Live-agent in-group, extension, conference, or external destination.
  • Blind or warm transfer and whether three-way calling is required.
  • Three-way, conference, local-closer, or transfer prefixes used by VICIdial.
  • What lead/call data the agent must receive at transfer.
  • Overflow behavior when no agent is available: queue, voicemail, callback, or hang up.

7. Outcomes and compliance REQUIRED

  • Exact VICIdial statuses for Qualified/Forwarded, Pass/Not Interested, DNC, No Answer, and Failed/Drop.
  • Whether DNC must also update VICIdial’s campaign/global DNC list.
  • Recording consent rules, retention period, storage location, and who can access recordings.
  • TCPA/state-specific calling rules, scrubbing responsibility, and internal suppression lists.
  • Emergency stop contact and who can pause the campaign.

8. Firewall and test plan REQUIRED

  • Allow our HTTPS API endpoint on TCP 443.
  • If media crosses servers, allow the agreed SIP port and RTP range in both directions.
  • Confirm NAT mapping, static public IPs, DNS, TLS validation, and clock synchronization.
  • Test sequence: API reachability → one DID → one bot → pass → DNC → human transfer → disposition update.
  • Production sign-off contacts for call-center operations, telecom, network/security, and compliance.

What we provide

  • AI API URL and a client telephony key.
  • Deterministic scripts, pre-generated audio, bot configuration, and tester.
  • Asterisk-side integration sample and required request/response fields.
  • Qualified, Pass, DNC, No Answer, and failure outcomes.
  • Deployment checklist and controlled test support.

Do not collect unless truly needed

  • Human agent passwords or the call-center owner’s personal login.
  • Carrier billing/payment credentials.
  • Unrestricted database root credentials.
  • Full server control when their administrator can install the approved integration.