VICIdial Inbound Queue Routing

Originally published at vicistack.com . Follow us for more call center engineering content. Last updated: March 2026 | Reading time: ~24 minutes Outbound dialing gets all the attention in VICIdial. The predictive dialer, the AMD configuration, the dial level tuning — that's the flashy stuff. But for blended operations (and a growing number of pure inbound shops running VICIdial), getting inbound routing right is the difference between happy customers and abandoned calls. VICIdial's inbound routing is built on a concept called "in-groups" — which are essentially named queues that calls flow into. The system routes calls from in-groups to agents based on availability, priority, and rank (VICIdial's version of skills-based routing). It works well once you understand the model, but the documentation is scattered across forum threads and source code comments. Here's the complete picture. The Inbound Routing Architecture VICIdial's inbound call flow: DID (phone number) → Call Menu (IVR) → In