VICIdial Installation and Database Tuning for High Call Volume

VICIdial is a powerful open-source dialer, but it is highly database-heavy. When scaling beyond 30 agents calling in predictive mode (high dial ratios), database locks can cause call drops and agent screens to freeze.

Database Optimization Settings:

In your MariaDB configuration (`/etc/my.cnf.d/server.cnf`), adjust the following variables based on your server RAM:

max_connections = 500
key_buffer_size = 2G
tmp_table_size = 1G
max_heap_table_size = 1G
query_cache_size = 0
query_cache_type = 0
innodb_buffer_pool_size = 4G

Implementing WebRTC:

WebRTC allows call center agents to receive calls directly inside their web browser without installing softphone applications. This reduces configuration errors, eliminates audio lag, and prevents firewall blocks on UDP SIP ports in home-office setups. Ensure you have valid SSL certificates configured on your WebRTC server (using Let's Encrypt).