Contact-centre guide
A plain-English explainer of the open-source contact-centre platform, what hosted delivery includes, and where it fits for a South African operation.
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.
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.
A detailed predictive-vs-progressive comparison will be added as a separate resource. This page is a definitional explainer of the platform itself.
Problems addressed
| Operational problem | How hosted VICIdial helps |
|---|---|
| The current contact-centre platform is rigid, expensive to scale or limited by closed licensing | VICIdial is open-source and SureTel hosts it. Agent capacity can be reviewed against the campaign load rather than locked into per-seat product tiers. |
| Reporting is fragmented across spreadsheets, recordings and notes | VICIdial captures call activity, dispositions and recordings in one platform, which makes operational reporting and auditing easier. |
| Outbound campaigns rely on agents manually dialing every contact | Preview, progressive and predictive modes are available. Mode selection should match the campaign, list quality, regulatory context and responsible-use intent — not a default. |
| Teams want remote or hybrid agents on one consistent platform | Agents work in a browser with a supported headset and stable internet. The platform itself is hosted; remote suitability depends on each agent's local connectivity and equipment. |
| There is no clear path between voice infrastructure, the contact-centre platform and support | SureTel can provide the hosted VICIdial environment alongside voice trunking, and acts as the contact point for the supplied-solution scope. |
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.
Price orientation
Hosted VICIdial is structured per agent. The starting figure below is orientation, not a rate card. Final pricing depends on configuration, channels, integrations, voice trunking, support scope and contract terms.
Orientation only — not a rate card
For the current indicative starting figure, see the Hosted VICIdial pricing page. Quotes are confirmed against the actual operational scope.
What drives the final figure
All prices are shown excluding VAT unless stated otherwise. No instant quote or guaranteed go-live date is offered on this page.
Where it fits
These are illustrative operational shapes, not a customer list. Suitability is confirmed in conversation against the actual requirement.
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
VICIdial is an open-source contact-centre platform that supports inbound, outbound and blended calling with agent scripting, dispositions, recordings and reporting in one place.
No. A Cloud PBX is a hosted business phone system for general office calling. VICIdial is a contact-centre platform built for campaigns, agent operations and structured outbound or inbound work. If you only need extensions, voicemail and call routing, a Cloud PBX is usually the right product.
SureTel runs the VICIdial environment on managed infrastructure and supports the platform. The customer logs in to operate it. The customer is not running a dialer server on-site, and SureTel is not running the customer's campaigns.
Manual, preview, progressive and predictive modes each suit different workloads, regulatory context and responsible-use intent. Mode selection is an operational decision and should be discussed against the actual campaign, list quality and compliance posture — not chosen by default.
No. The platform supports recordings and audit data, but consent, recording disclosures, lawful basis to contact people, retention and access controls on the customer's tenant remain the customer's responsibility. This page is not legal advice.
Agents work in a browser with a supported headset and stable internet. Remote suitability depends on each agent's local connectivity and equipment. The hosted platform does not control the home or branch internet path.
Yes. SureTel can provide SIP trunking alongside hosted VICIdial so the voice path and platform are aligned within scope. Final design depends on the operational requirement.
Hosted VICIdial is structured per agent. Actual pricing depends on configuration, channels, integrations and operational scope. Use the pricing page for an indicative starting figure and request a quote for the full picture.
Indicative lead times depend on tenant provisioning, voice setup, agent onboarding and any integration. SureTel confirms a realistic timeline as part of the proposal — not a guaranteed go-live date.
Read the Hosted VICIdial service page for the commercial and operational view, the pricing page for indicative figures, and request a quote when ready. If you are not sure whether VICIdial or a Cloud PBX is right, start with a conversation.
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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