Test and troubleshoot

Do this

1. Open Setup, then Integrations, then Connections. Find the VICIdial row and press Test.
2. Read the sentence under the button. “It works.” means VICIdial answered a version request and accepted the user and password.
3. The test adds no lead and sets no status. To check those, run one real hand-over with one person and a number you control.
4. Open the Delivery log tab. Look for the event vd.journey.transfer_requested. A good row says Delivered, with a note like “pushed to VICIdial lead 1234”.
5. In VICIdial, open that lead. Check the list, name and comments.

Note

A Delivered row can show a red line. It is a note, not an error. “pushed to VICIdial lead 1234” and “skipped: …” appear this way.

What the Test button says

It says	What it means
We could not find that address.	The name does not resolve.
It took too long to answer.	No answer in 15 seconds.
Its security certificate is not valid.	The https certificate failed.
That address is not allowed. Use a public address.	The address is private or reserved.
It refused the connection.	Either the server refused the connection, or VICIdial’s API said no. A wrong user, a wrong password or a user without API permission show up here.
VICIdial answered HTTP 404	The web server answered, but not at that path. Check the Address.
unrecognised VICIdial reply	The address answered with something that is not API text, such as a login page.
It is not set up yet.	No API password is saved.

For the exact text, call GET /api/integrations/v1/connectors/{id}/log.

What the Delivery log says

Error	What to do
VICIdial refused the request: followed by VICIdial’s own words	VICIdial said no. Read its words. Possible causes are a bad user or password, a missing permission, a status that does not exist, or a list that does not exist.
only +1 (US/Canada) numbers can be pushed to VICIdial	It gives up at once. Only +1 numbers are sent.
the lead is not in VICIdial yet	A status arrived before the lead did. It is retried.
blocked by ssrf policy	The address is private or points to one. Use a public address.
request timed out, connection failed, HTTP 5xx	VICIdial or the network is down or slow. It is retried.
journey not found, cannot read the journey	The person’s record could not be read. It gives up.

Note

We have not seen real VICIdial error text. The words after “VICIdial refused the request:” come from your VICIdial, cut at 200 characters. The in-group name is never sent to the API, so a wrong one is not an API error. The lead is still created, and a wrong target address shows up as a call that fails to connect.

How retries work

• A failed delivery is retried after 10 seconds, then after twice as long each time, up to 2 hours apart. Each wait varies by up to 25%.
• It gives up 24 hours after the event: “Gave up”.
• Retry (Try again in the older layout) gives a row a fresh 24 hours and tries now.
• After 50 failures in a row the connection shows “Needs attention” and stops receiving events. Fix the cause, then choose Switch on in the connection’s menu. That clears the count, and deliveries still inside their 24 hours run again.

Comments look cut off

VICIdial keeps 255 characters in comments, so VoDialer keeps the summary and as many whole facts as fit. It is not an error. See what data moves.