Contact-centre guide
A plain-English guide to the open-source contact-centre platform: features, rand costs, hosting choices and fit for South African teams.
Answer first
VICIdial is an open-source contact-centre platform used by businesses to run inbound, outbound and blended calling with agent scripting, dispositions, recordings and reporting in one place. SureTel offers it as a hosted service: SureTel runs and supports the platform, customers log in to operate their own campaigns. It is a contact-centre platform — not a small-business phone system. See Hosted VICIdial for the commercial view or indicative pricing.
| Hosted by SureTel | Self-hosted | |
|---|---|---|
| Hosting environment | SureTel-hosted environment | Customer-owned server or data centre |
| Initial dialler setup | SureTel implementation (separate once-off fee by agent bands) | Customer or appointed technical team |
| Platform support | Platform break-fix in base hosting, Mon–Fri 08:00–17:00 | Customer-owned or external support |
| Maintenance | Routine hosting maintenance included in base hosting | Customer responsibility |
| Recording storage | 30-day rolling recordings within 100GB included; extra storage optional | Customer must size and manage storage |
Full comparison: hosted vs self-hosted VICIdial. SureTel's service: Hosted VICIdial.
Workflow
The platform supports a repeatable operational loop: configure a campaign, get agents ready, run the calls, capture outcomes, and tune from the reporting. The diagram below describes the steps, not a performance promise.
An administrator configures the campaign, loads contact lists, sets caller IDs and defines dispositions and scripts the agents will use.
Agents log into a browser-based interface, confirm headset audio and become available for the campaign assigned to them.
The platform places outbound calls or routes inbound calls according to the configured mode and call-handling rules.
A connected call is routed to an available agent. After the call, the agent records a disposition that drives reporting and any follow-up workflow.
Supervisors review activity, list penetration, agent utilisation, dispositions and audit data, and adjust campaigns over time.
Dialer modes
VICIdial supports several dialer modes. The right mode depends on the campaign, list quality, regulatory context and responsible-use intent — not throughput by default. Manual dialing is a distinct mode from the automated options.
An agent initiates each call directly from the screen. There is no automated dialer placing calls on the agent's behalf.
Often fits: Lower-volume outbound work, sensitive conversations or environments where each call must be initiated deliberately.
The agent reviews contact details on screen before pressing dial. The platform supports the workflow but the agent decides when each call is placed.
Often fits: Account management, scheduled follow-ups and conversations that benefit from preparation before each call.
The platform dials one number per available agent and connects the agent as soon as the call is answered.
Often fits: Outbound campaigns that want steady pacing without a heavy automation footprint.
The platform dials multiple numbers ahead of available agents and uses call-progress data to connect answered calls to the next free agent.
Often fits: Higher-volume campaigns where pacing, list penetration and consistent agent utilisation are operational priorities. Requires careful, responsible configuration.
Inbound calls can be received through configured queues. Blended campaigns combine inbound handling with outbound activity for the same agent pool.
Often fits: Teams handling both customer-initiated and outbound contact within one operation.
For a side-by-side view of the two automated modes, read predictive vs progressive dialling.
Features
| Feature | What it's for |
|---|---|
| Inbound calling | Answer customer calls through queues (in-groups) and route them to the right agents. |
| Outbound calling | Run call campaigns from contact lists, with the platform placing calls for agents. |
| Blended campaigns | Let the same agents take inbound calls and make outbound calls, with priority rules. |
| Predictive, progressive, preview and manual dialling | Choose how calls are placed — from agent-initiated to platform-paced — to match the campaign. |
| IVR and in-groups | Greet callers with menu options and send them to the right queue or team. |
| Call recording | Record calls for quality checks, training and disputes, subject to your disclosure duties. |
| Agent scripts | Show agents what to say and what to capture, so calls stay consistent. |
| Dispositions | Record the outcome of each call, which drives reports, callbacks and list handling. |
| Callbacks | Schedule a return call for a specific agent or the team at an agreed time. |
| Lists and DNC handling | Load and manage contact lists, and suppress numbers that must not be called. |
| Real-time and historical reports | Watch agents and queues live, and review performance, outcomes and list use afterwards. |
| Browser-based agent screen | Agents log in through a web browser with a headset — no desktop software to install. |
| API | Connect VICIdial to a CRM or other systems to push leads, pull results or trigger actions. |
Hosted delivery
Hosted VICIdial is a managed environment. SureTel runs the platform; the customer runs the operation. The pieces below describe what comes with the hosted service — not a promise about the customer's campaign outcomes.
The VICIdial environment runs on SureTel-managed infrastructure. The customer does not buy, rack or patch a dialer server.
Agents work in a supported browser with a headset and stable internet. There is no thick-client install required for normal operation.
SureTel can provide SIP trunking alongside the hosted environment, so voice and platform are aligned within scope.
Hosted delivery is structured per agent. The actual figure depends on configuration, channels, integrations and operational scope.
Customers run their own campaigns, scripts, lists, agent rosters and dispositions. SureTel hosts and supports the platform; it does not run the campaign for the customer.
Support covers the SureTel-supplied platform scope. Local internet, agent equipment and the customer's own use of the platform remain the customer's responsibility.
VICIdial is not a true multi-tenant platform. When several businesses share one VICIdial server, there is a risk that one customer can see another's campaigns, users, lists and recordings, and one busy operation can slow down the others. A dedicated server keeps your data separate and performance predictable. That is why every SureTel Hosted VICIdial customer gets their own VICIdial server. Running a dedicated server for a handful of agents does not make sense, which is why hosting starts at 10 agents.
VICIdial software is free, but running it is not. Costs vary by setup, so price each item for your own operation before comparing. For a fuller comparison, read hosted vs self-hosted VICIdial.
Costs
SureTel hosted VICIdial is R220 per agent/month, or R120 when you use SureTel Voice (a R100 credit). Managed VICIdial adds R225 and Premium Management adds R335 per agent/month — you choose one level, not both. Implementation is a once-off fee by agent bands. All prices excl. VAT.
| Monthly, excl. VAT | 10 agents | 25 agents | 50 agents |
|---|---|---|---|
| Hosting with SureTel Voice | R1,200 | R3,000 | R6,000 |
| Hosting with your own carrier | R2,200 | R5,500 | R11,000 |
| With Managed VICIdial (SureTel Voice) | R3,450 | R8,625 | R17,250 |
| With Premium Management (SureTel Voice) | R4,550 | R11,375 | R22,750 |
| Once-off implementation | R5,000 | R8,000 | R11,750 |
| Example call cost (assumption, see below) | R7,182 | R17,955 | R35,910 |
Example only: the call-cost line assumes each agent has 3 hours of outbound talk time a day for 21 days at the from-rate of R0.19/min. Actual call costs depend on destinations and your real talk time. Calls are billed separately from hosting. Minimum 10 agents.
Where it fits
These are illustrative operational shapes, not a customer list. Suitability is confirmed in conversation against the actual requirement.
Need an office phone system instead? See Cloud PBX.
Teams running structured outbound campaigns that need pacing, scripting, dispositions and reporting in one place.
Teams that mix inbound handling and outbound follow-up, where call recording, audit trails and reporting matter.
Operations where consistent agent utilisation, script adherence and outcome capture drive the day's work.
Operations that want one shared platform for agents working from different physical locations on the same campaigns.
Decision helper
Use the signals below to narrow the conversation. This is decision support, not a scoring tool.
| Operational signal | What to consider next |
|---|---|
| Outbound volume is the operational priority | Discuss campaign size, list quality and the dialer mode that responsibly fits the work — not the highest-throughput option by default. |
| Inbound is the operational priority | Discuss the inbound queues, routing and reporting requirement. Hosted VICIdial can be configured for inbound, but the design should match how the customer answers calls. |
| Blended (inbound and outbound on one team) | Discuss agent skills, priority rules and how blended campaigns will be configured. Avoid assuming a one-button switch between modes. |
| Compliance, recording and consent are critical | Discuss recording scope, retention, access and customer-side POPIA responsibilities up front. The platform stores recordings; compliance is operated by the customer. |
| The team needs a basic phone system, not a contact centre | VICIdial is not a small-business phone system. A Cloud PBX is usually the right product. See the Cloud PBX guidance instead. |
Related reading: What is Cloud PBX? · Cloud PBX vs Onsite PBX · Hosted VICIdial service
In practice
The term carries weight. The detail below sets a clear boundary between the hosted platform SureTel supplies and the operational responsibilities that stay with the customer.
SureTel hosts the VICIdial environment on managed infrastructure, supports the platform and provides the agent and admin access. The customer logs into the platform rather than running a server on-site.
It does not mean SureTel runs the customer's contact-centre operation. Campaign design, list management, script content, agent training, working hours and consent posture remain the customer's responsibility.
Local internet, the agent's PC and headset, the contents of the contact lists, the lawful basis for contacting them, recording disclosures and POPIA-aligned data handling on the customer side.
It does not promise specific campaign performance, list-conversion rates, regulatory clearance for the customer's use case, or compliance outcomes. It promises a hosted platform and support within the agreed scope.
Responsible use
| Responsibility area | What this means in practice |
|---|---|
| Lawful basis to contact people | Customers must operate within South African law and applicable industry rules for contacting consumers and businesses, including consent where required. |
| Recording disclosures | Where calls are recorded, customers must inform parties as required by POPIA and any sector-specific rule, and configure recordings accordingly. |
| Reasonable dialer pacing | Dialer modes — especially predictive — must be configured responsibly. Aggressive pacing that wastes contacts' time or creates abandonment is the customer's responsibility to avoid. |
| Honest agent identification | Agents must identify the business they represent and the purpose of the call. The platform supports this; it does not enforce it. |
| Internal access controls | Customer admins control who has agent, supervisor and admin access on their tenant. Personnel changes and access reviews stay with the customer. |
Standard support hours: Monday–Friday 08:00–17:00. 24/7 SLA arrangements apply only where specifically agreed.
Solution path
Campaign type, agent count, inbound/outbound mix, recording needs and any integration requirement.
Confirm hosted VICIdial is the right shape — not a Cloud PBX, not a custom build — and outline what is in scope.
Discuss SIP trunking, branch connectivity and agent-side internet expectations. Connectivity is part of the operational reality, not an afterthought.
Set up the tenant, agents, campaigns and supporting configuration. Knowledge transfer to the customer's admins.
Ongoing support within the agreed scope. Customer runs the day-to-day campaigns; SureTel supports the supplied platform.
FAQs
The VICIdial software is open source, so there is no licence fee. Running it still costs money: a server and hosting, SIP trunks and call minutes, recording storage, and the skills to install, secure, patch and upgrade it. Hosted VICIdial puts those running costs into one monthly fee.
SureTel hosted VICIdial is R220 per agent/month excl. VAT, or R120 per agent/month when you use SureTel Voice. Implementation is a once-off fee by agent bands, and calls are billed separately. For example, 10 agents on SureTel Voice is R1,200 per month for hosting.
10 agents. Every SureTel customer gets a dedicated VICIdial server, because VICIdial is not truly multi-tenant and shared servers risk one business seeing another's campaigns, users and lists. A dedicated server only makes sense from about 10 agents.
Yes. With your own carrier, hosting is R220 per agent/month excl. VAT. With SureTel Voice it drops to R120, and the platform and calls come from one provider.
Yes. Direct-marketing calls are governed by laws such as the Consumer Protection Act and POPIA, which cover consent, opt-outs and how personal information is used. Predictive dialling must also be paced so that people are not left on silent or abandoned calls. Rules change and depend on your sector, so get your own legal advice before running outbound campaigns.
VICIdial can record calls. SureTel hosting includes 30-day rolling recordings within 100GB of storage, with more storage available as an option. You remain responsible for telling callers that calls are recorded.
Deployment is typically 48 hours to one week, depending on requirements. Campaign readiness, voice setup and any integration work can affect timing, so it is not a fixed go-live promise.
Use Cloud PBX for an office phone system: extensions, voicemail, call routing and everyday business calls. Use VICIdial when a team of agents runs inbound or outbound campaigns and needs dialler modes, scripts, dispositions and contact-centre reporting.
Yes. Agents use a browser with a supported headset and stable internet. Call quality depends on each agent's own connection and equipment.
VICIdial has an API that can be used to connect it to a CRM, for example to push leads or pull call outcomes. The CRM side of an integration is normally your CRM provider's or developer's responsibility.
Next step
Share the campaign type, agent count and inbound/outbound mix so SureTel can confirm fit and outline what is in scope.
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Share enough context for a useful first conversation — we'll follow up to confirm fit before quoting.
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