How can we help you?

All subscription and billing activity lives at service.ictvision.net, not in the dialer itself.

• View invoices and payment history.
• Renew, upgrade or downgrade your subscription.
• Update your billing information.
• Cancel your subscription.
• Open a support ticket.

Once your payment clears, our team sets your account up for you. There is nothing for you to install.

1. We create your ICTDialer account.
2. We configure the package you purchased.
3. We set the credit limit you selected.
4. We configure your agent limit and create the agent accounts.
5. We send your login details and access information by email or support ticket.

Go to service.ictdialer.com and sign in with the credentials we sent you. This is the production application where every campaign runs.

Agents work from a supported browser using the built-in WebRTC web phone, so they need a headset and they need to allow microphone access when the browser asks. No desktop softphone is required.

Group your records first, then import into the group.

Create a contact group

• Go to CRM > Customer > Contact Group and select Add New.
• Enter a title, an optional description and the group type, then save.

Import contacts or leads

• Go to CRM > Customer > Contacts and select Import.
• Choose your source type, upload a CSV, ODS or XLS file, or copy from an existing group.
• Pick the target group, then save to start the import.
• Reopen the group afterwards and confirm the record count and a few sample rows.

Read the full contact and lead import guide.

Create the agent extensions first, then the campaign that dials into them.

• Administration > Agent/Extension > New Extension creates a web agent. Set Forward To to Agent/Device and set the web phone to Active.
• Contact Center > Campaign Management > Add New > Agent Campaign opens the campaign form.
• Set the campaign name and choose Predictive Dialing as the dialing mode.
• Set a caller ID your SIP provider allows, then configure the schedule and stop condition.
• Set the AMD action, dialog or script, acceptable abandonment ratio, assigned agents or skill group, maximum concurrent channels and retries.
• Choose your contact source and groups, then save and start the campaign.

Start with conservative pacing and raise it gradually while you watch answer rate, queue wait time and abandonment. Read the full predictive campaign setup guide.

• Sign in, then select Predictive from the dialing-mode control.
• Set status to Ready to start receiving campaign calls.
• Work the connected call using the on-screen script and contact details.
• After the call, update the contact, select a disposition, add comments and schedule a callback if one is needed, then save.
• Use Agent History to review or redial recent calls, and switch to Manual mode to dial a specific number.

Change status away from Ready before a break so the system does not route a customer to an empty seat. Read the full agent panel guide.

Every report sits under the Reports menu.

• CDR gives per-call detail with duration, rate, cost, status and response, and exports to CSV.
• Overview summarises each campaign period with total calls, amount and cost.
• Live Statistics shows agents online, on break, in call and free, in real time.
• Agent Statistics covers login time, handled calls, average handling time, occupancy and breaks.
• Disposition Report shows the outcome mix and every disposition an agent recorded.
• Call Recording lists recorded calls for playback or download, subject to your permissions.

Read the full reporting guide.

If your plan includes fax, you can send single faxes from the browser or run a broadcast fax campaign.

• Upload a PDF or TIF document, add the destination number with its country code, and send.
• For a broadcast, prepare your fax numbers as a contact group, then create a fax campaign, attach the document and set a schedule with retry rules.
• Inbound faxes arrive against the number assigned to your account and are available in the portal.
• Delivery status, page counts and per-page cost appear in your fax reports.

Your inbound fax number and the email-to-fax gateway address are supplied with your account details. Open a ticket if you need them resent.

Cancellation is requested in the billing portal. Once you cancel, your ICTDialer subscription is terminated and:

• Your ICTDialer account is suspended or blocked.
• Access to the ICTDialer portal is disabled.
• You cannot sign in or run campaigns until the subscription is renewed or reactivated.

Export any reports or recordings you want to keep before you cancel.

Activation is manual. Our team creates your ICTDialer account, applies your package, sets your credit and agent limits and creates your agent accounts, then sends the login details by email or support ticket. If you have not heard from us, open a ticket and we will check the status.

For billing, use the password reset link on the billing portal login page at service.ictvision.net with your registered email address. For the ICTDialer portal at service.ictdialer.com, ask your account administrator to reset it, or open a support ticket. Agent extension secrets are set by your administrator under Administration > Agent/Extension.

Your agent limit is part of the package you bought, so raising it is a billing change. Upgrade your plan in the billing portal or open a ticket. Once the higher limit is applied, extensions are created in the portal under Administration > Agent/Extension > New Extension.

Credit is prepaid and handled on the billing side, not inside the dialer. Sign in to the billing portal to add credit or change your credit limit. Top up before a large campaign so pacing is not interrupted mid-run.

Yes. Create the group under CRM > Customer > Contact Group, then go to CRM > Customer > Contacts > Import. ICTDialer accepts CSV, ODS and XLS files, and you can also copy records from a group that already exists. Verify the record count in the target group before you point a live campaign at it. Full steps are in the import guide.

No. The agent panel includes a WebRTC web phone, so an agent only needs a supported up-to-date browser, a stable connection and a headset. Set the extension's web phone to Active when you create it, and allow microphone access when the browser prompts.

On the campaign form, pick a Caller ID Type of Custom, User Caller ID or Anonymous Caller ID. Custom takes a number your SIP provider permits, and if a fixed caller ID is already enforced on the trunk the campaign can use that value. Only use caller IDs your provider authorises and your local telecoms rules allow.

Go to Reports > Call Recording, find the record by number, date or campaign, then play it back or download it if your permissions allow. Keep recording access restricted to authorised users and retain recordings only as long as your consent rules and data-retention policy permit.

Cancelling in the billing portal terminates the subscription, and your ICTDialer account is then suspended or blocked. Portal access is disabled and campaigns cannot run until the subscription is renewed or reactivated. Export the CDR, disposition and agent reports you need first, and download any recordings you have to keep.