Customizing Preset Dispositions in VICIdial Using update_presets API

Efficient call dispositioning is essential for managing customer interactions and tracking call outcomes in a call center environment. VICIdial allows administrators to create preset dispositions, which are predefined call outcomes that agents can select after completing a call.

Manually updating preset dispositions via the Admin Panel can be time-consuming, especially in large call centers with frequent updates to campaign strategies. The update_presets API in VICIdial enables administrators to dynamically add, modify, or remove preset dispositions for campaigns, streamlining workflows and ensuring real-time updates.

Why Use the update_presets API?

✅ Modify preset call outcomes dynamically
✅ Ensure agents always have the most relevant disposition options
✅ Reduce manual work and improve campaign flexibility
✅ Enable integration with CRM and reporting tools
✅ Automate preset updates for different campaigns

In this tutorial, we’ll cover:
🔹 How the update_presets API works
🔹 How to configure and authenticate API access
🔹 How to construct and send API requests
🔹 Examples using a browser, cURL, and Postman
🔹 How to interpret API responses and troubleshoot errors
🔹 Best practices for using the update_presets API efficiently

Let’s get started! 🚀

Understanding the update_presets API Function

The update_presets API allows administrators to add, update, or delete preset dispositions dynamically within VICIdial campaigns.

What Information Can Be Updated Using update_presets API?

✔ Campaign ID – The campaign where the preset disposition applies
✔ Disposition Code – The short code used for the call disposition (e.g., SALE, CALLBK)
✔ Disposition Description – The full description that agents see (e.g., “Sale Confirmed”)
✔ Rank – The order in which dispositions appear in the agent UI
✔ Active Status – Enable (Y) or disable (N) a preset disposition
✔ Delete Disposition – Remove a preset disposition from a campaign

Common Use Cases for update_presets API

🔹 Adding new dispositions to a VICIdial campaign dynamically
🔹 Modifying existing call outcomes to match business goals
🔹 Disabling outdated dispositions without deleting them permanently
🔹 Rearranging disposition order to improve agent workflow
🔹 Removing unnecessary or outdated dispositions for campaign efficiency

Step 1: Prerequisites for Using the API

Before using the update_presets API, ensure you have:

✅ VICIdial installed and configured
✅ An API-enabled user account with administrative permissions**
✅ A valid campaign ID for which dispositions need to be updated
✅ VICIdial server access credentials

How to Enable API Access in VICIdial

1️⃣ Log in to the VICIdial Admin Panel
2️⃣ Navigate to Admin > Users
3️⃣ Select the user who will access the API
4️⃣ Set API Access to 1 (Enabled)
5️⃣ Set User Level to 8 or higher** (Admin-level access) 6️⃣ Add update_presetsto the **Allowed API Functions** (or set toALL`)
7️⃣ Click Save Changes

Now, your user is authorized to modify preset dispositions dynamically using the API.

Step 2: Constructing the API Request

The VICIdial API uses HTTP GET requests, meaning you can access it via a browser, cURL, or API tools like Postman.

Base API URL

🔹 Replace your-vicidial-server with your actual VICIdial instance.

Required Parameters for update_presets API

Step 3: Sending the API Request

Method 1: Adding a New Disposition via a Web Browser

Simply enter the following URL in your browser (replace credentials accordingly):

🔹 Press Enter, and the API should update the preset dispositions.

Method 2: Adding a New Disposition via cURL (Command Line)

For developers, cURL is a convenient tool for making API requests. Use the following command:

🔹 This will return a confirmation message indicating the disposition has been updated.

Method 3: Deleting a Disposition via Postman

1️⃣ Open Postman
2️⃣ Set the request type to GET
3️⃣ Enter the API URL with delete_preset=Y
4️⃣ Click Send
5️⃣ The response should confirm that the disposition was removed

Step 4: Understanding API Responses

If the request is successful, VICIdial returns a response confirming the update:

OR

Breaking Down the Response

Step 5: Handling Errors & Troubleshooting

Step 6: Best Practices for Using the update_presets API

✅ Regularly review preset dispositions for accuracy and relevance
✅ Use meaningful descriptions that agents can easily understand
✅ Restrict API access to prevent unauthorized changes
✅ Automate updates for large-scale call centers
✅ Test disposition updates before deploying in live campaigns

Conclusion

The update_presets API function is a valuable tool for customizing call dispositions dynamically in VICIdial. Whether you’re adding new dispositions, modifying existing ones, or removing outdated entries, this API provides a fast and efficient way to optimize agent workflows and campaign performance.

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