Vicidial Integration Guide

How It Works

Vicidial Campaign dials customer
         │
  Customer answers
         │
  Vicidial routes call to Remote Agent
         │
  Remote Agent dials SigmaMind SIP server
  (+1XXXXXXXXXX@28y698lhv2f.sip.livekit.cloud)
         │
  SigmaMind receives inbound SIP call
         │
  SigmaMind Voice AI Agent speaks with the customer

Behind the scenes, two calls are created — one from Vicidial to the customer, and one from the Remote Agent to the SigmaMind SIP server — but these are transparently bridged into a single conversation. On the SigmaMind side, only one inbound SIP call is ever visible.

The number used in the Vicidial dial string is your existing outbound carrier number — no new number is created. On the SigmaMind side, you register this number under Phone Numbers → Connect via SIP Trunking, entering your carrier’s SIP termination URI in the Terminal URI field and mapping an AI agent against it.

SigmaMind SIP Server Details

All calls from Vicidial to SigmaMind are directed to the following SIP server:

Field	Value
SIP Server URI	`28y698lhv2f.sip.livekit.cloud`
Full Dial Destination	`+1XXXXXXXXXX@28y698lhv2f.sip.livekit.cloud`
Transport	UDP, TCP, or TLS
Media Encryption	SRTP supported

Replace +1XXXXXXXXXX with your Vicidial outbound carrier number — the same number your Vicidial system already uses to make calls. This is the number you register in SigmaMind under Phone Numbers → Connect via SIP Trunking, where:

Phone Number = your Vicidial outbound carrier number
Terminal URI = your carrier’s SIP termination URI (e.g. f111.dialmake.com) — this points back to your telephony provider, not to SigmaMind

The SigmaMind SIP server (28y698lhv2f.sip.livekit.cloud) is what Vicidial dials into — it belongs in the Vicidial Remote Agent dial string only, not in this SigmaMind dashboard field. SigmaMind identifies the correct tenant and AI agent by matching the incoming call’s number against the number you registered.

SigmaMind does not support static IP whitelisting. If your carrier or PBX requires IP whitelisting to allow outbound SIP, this must be resolved at the carrier level before proceeding. See the SIP Trunking page for full SIP server requirements.

Prerequisites

Before starting, confirm you have the following ready:

Admin access to your Vicidial instance
A SigmaMind account with at least one AI agent configured and published
Your Vicidial outbound carrier number registered in SigmaMind under Phone Numbers → Connect via SIP Trunking — this is the same number your Vicidial system dials out from. When registering it in SigmaMind, the Terminal URI field must contain your carrier’s SIP termination URI (e.g. f111.dialmake.com), and an AI agent must be mapped against it
The SigmaMind SIP server: 28y698lhv2f.sip.livekit.cloud — this is what Vicidial dials into via the Remote Agent, not what goes in the SigmaMind dashboard Terminal URI field
Your Vicidial outbound carrier already configured and tested for outbound calls
Your Vicidial dial prefixes confirmed with your Vicidial admin:
- Auto-dial prefix (e.g. 9797)
- Manual dial prefix (e.g. 8787)
Your Vicidial server number (e.g. 103) confirmed with your admin

Testing from outside the US: If you are testing from India or any region with strict telecom geofencing rules, your local carrier may block calls to or from US numbers. Use a softphone (such as Zoiper) connected directly to your Vicidial SIP server to bypass carrier-level restrictions during testing. See Testing with a Softphone below.

Before You Begin: Register Your Number in SigmaMind

Before configuring Vicidial, you need to register your Vicidial outbound carrier number in SigmaMind so that SigmaMind can receive the inbound SIP call and know which AI agent to connect.

Go to Phone Numbers in SigmaMind

In your SigmaMind dashboard, navigate to Phone Numbers and click Add Phone Number.

Select Connect via SIP Trunking

In the Add Phone Number dialog, select the Connect via SIP Trunking tab.

Fill in the SIP trunk details

Enter the following:

Field	Value
Phone Number	Your Vicidial outbound carrier number (e.g. `+13453453453`)
Terminal URI	Your carrier’s SIP termination URI (e.g. `f111.dialmake.com`) — this is provided by your telephony carrier, not by SigmaMind
SIP Trunk User Name	Optional — enter only if your carrier requires SIP authentication
SIP Trunk Password	Optional — enter only if your carrier requires SIP authentication

The Terminal URI points back to your telephony carrier — it is the address your carrier uses to terminate SIP calls. It is not the SigmaMind SIP server. The SigmaMind SIP server (28y698lhv2f.sip.livekit.cloud) is what Vicidial dials into via the Remote Agent — it belongs in the Vicidial configuration only.

Save and map an AI agent

Click Save. Once the number is registered, assign an AI agent to it. SigmaMind will use this mapping to identify which agent to connect whenever a call arrives on this number from your Vicidial system.

Step 1: Create a Vicidial User for the SigmaMind Agent

The Remote Agent in Vicidial must be linked to a Vicidial user account. You can create a dedicated user or reuse an existing one.

Go to Admin → Users

In the Vicidial Admin panel, navigate to Admin → Users.

Find or create the user

Use your browser’s search (Ctrl+F) to find an existing user designated for SigmaMind (e.g. a user named SigmaPhone). Note the Extension number assigned to this user — you will need it in Step 2.If no suitable user exists, create one:

Set a recognisable Username such as sigma_agent
Assign it to the correct Server (confirm the server number with your Vicidial admin — e.g. server 103)
Save the user and note the assigned Extension (e.g. 5565)

Step 2: Create the Remote Agent

A Remote Agent in Vicidial routes an answered customer call to an external destination — in this case, the SigmaMind SIP server. The key field is the Remote Extension, which is the full dial string Vicidial will use to reach SigmaMind.

Go to Admin → Remote Agents

In the Vicidial Admin panel, navigate to Admin → Remote Agents.

Create a new Remote Agent

Click Add New Remote Agent and fill in the following fields:

Field	Value
User	The Vicidial user from Step 1 (e.g. `5565`)
Remote Extension	The full dial string to reach SigmaMind — see below
Server IP	All Servers
Campaign	Your SigmaMind campaign (e.g. `Sigma Voice Agent`)
Active	`Y`

Set the Remote Extension correctly

The Remote Extension field must contain the full dial string — your carrier’s outbound prefix combined with your Vicidial outbound carrier number (the same number you have registered in SigmaMind under Phone Numbers → Connect via SIP Trunking). Vicidial will dial this string exactly as entered when routing an answered call to SigmaMind.The format is:

[carrier-prefix][SigmaMind-SIP-number]

For example, if your auto-dial carrier prefix is 9797 and your Vicidial outbound carrier number is +19895551234, the Remote Extension would be:

97919895551234

Do not enter just the SigmaMind number alone (e.g. 19895551234). Without the carrier prefix, Vicidial cannot route the call through the correct carrier and the Remote Agent will fail to dial out. Confirm your carrier prefix with your Vicidial admin.

Save

Click Submit to create the Remote Agent.

Step 3: Create the SigmaMind Carrier in Vicidial

In Vicidial’s Carriers section, create an entry that associates a dial prefix with the SigmaMind routing. This carrier entry is what Vicidial uses to know how to handle outbound calls through this path.

Go to Admin → Carriers

Navigate to Admin → Carriers.

Create a new carrier

Click Add New Carrier and configure the following:

Field	Value
Carrier Name	`Sigma` (or any recognisable name)
Server IP	All Servers
Active	`Y`

Set the Dial Prefix

In the Dial Prefix field, enter the prefix your Vicidial server uses to route outbound calls through this carrier (e.g. 9797 for auto-dial). This must match the prefix prepended in the Remote Extension you set in Step 2, and must match the trunk routing configured on your Vicidial server.Confirm the correct prefix with your Vicidial admin.

Check for prefix conflicts

Browse your existing carriers and verify that no other carrier is using the same dial prefix. Duplicate prefixes will cause routing conflicts.

Save

Click Submit.

Step 4: Configure the Campaign

Connect all the pieces inside your Vicidial campaign — the carrier, the Remote Agent routing, caller ID, and dial settings.

Open your SigmaMind campaign

Go to Admin → Campaigns and click into your SigmaMind campaign (e.g. T-Sigma VA). Click Detail to expand the full settings view.

Set the dial prefix

Scroll down to the Dial Prefix field and enter the carrier prefix for auto-dial calls (e.g. 9797). For manual dials, find the Manual Dial Prefix field and set it separately (e.g. 8787).These must match the dial prefix set in Step 3.

Set the Routing Extension

Find the Routing Extension field and enter the same Remote Extension value you used in Step 2 (the full dial string including carrier prefix):

97919895551234

When a customer answers, Vicidial routes the call to this string, which reaches SigmaMind via the carrier.

Set the Campaign Caller ID

Set the Campaign Caller ID — the number your customers see when called. Enter your actual outbound number, for example:

+13038142839

Set the Manual CID

If you plan to use manual dials, find the Manual CID field and set it to the same outbound caller ID number.

Set dial level and hopper

For initial testing, use conservative settings:

Field	Value
Dial Level	`1`
Hopper Level	`1`

Increase the dial level only after confirming the end-to-end flow works correctly.

Verify the Remote Agent is Ready

Go to Real-Time Screen within the campaign. Confirm the SigmaMind Remote Agent user appears with a Ready status. If it is not in Ready state, Vicidial will not route answered calls to it.

Save the campaign

Scroll to the bottom and click Submit.

Step 5: Prepare the Call List

Navigate to the list

From within your campaign, scroll down to the Lists section and click Modify next to your active list.

Add a test lead record

Ensure at least one lead record exists. To add one:

Click into the existing record or select Add Lead
Set Phone Number to your test number (e.g. 3035500914)
Leave Country blank (or set to 1 — confirm with your admin)
Set Status to NEW
Save the record

Add dialable statuses

Vicidial only dials records whose current status is marked as dialable. After each call attempt, Vicidial assigns a new status to the record. During testing you will encounter statuses such as DROP, XFER, and DNC. Add all of these upfront so you can re-test without manually editing each record.In the List settings, find Dial Statuses and add:

NEW
DROP
DNC
XFER

After each test call, check what status the record was set to and add it to the dialable list if it is not already there.

Reset the list

Scroll up in the List Modify screen and click Reset, then confirm. Vicidial will immediately begin dialling all records with a dialable status.

Step 6: Test the Integration End-to-End

Confirm the Remote Agent is Ready

Before triggering a dial, go to the campaign’s Real-Time Screen and confirm the SigmaMind Remote Agent user shows Ready status.

Reset the list

Follow the reset steps in Step 5. Vicidial will dial the number in your list.

Answer the call

Answer the call on your test phone. Your SigmaMind AI agent should begin speaking within approximately one second.

Let the agent run

Allow the AI agent to complete its opening. Speak a response. Confirm the conversation flows naturally in both directions.

Verify in Vicidial Real-Time Screen

While the call is live, check the campaign’s Real-Time Screen. You should see the Remote Agent user showing a call in progress.

Verify in SigmaMind dashboard

After the call ends, go to Conversations in your SigmaMind dashboard. The call should appear with:

Call status
Full transcript of the conversation
Recording (available within a few minutes of the call ending)

Check Vicidial's recording

Vicidial creates its own recording of the call from the moment the campaign dialled out. This is separate from the SigmaMind recording. Reviewing both helps diagnose any audio or bridging issues.

Step 7: Pass Lead Data via SIP Headers (Optional but Recommended)

You can pass Vicidial lead fields — customer name, city, state, phone number, address — to SigmaMind via custom SIP headers. SigmaMind reads these on the inbound SIP call and makes them available as dynamic variables your AI agent can use in its prompt.

How SigmaMind reads SIP headers

SigmaMind automatically processes any inbound SIP header that starts with X- or x-. It strips the prefix and exposes the remainder as a dynamic variable. For example:

SIP Header	Variable in SigmaMind
`X-customer_name: John Doe`	`{{customer_name}}`
`X-city: Denver`	`{{city}}`
`X-account_id: 12345`	`{{account_id}}`

Configuring SIP headers in Vicidial

Vicidial can pass custom SIP headers to the outbound SIP leg using its built-in SIP Header fields in the carrier configuration, or via the campaign’s custom variable passing. The exact mechanism depends on your Vicidial version. Part A — Test with a static value first Work with your Vicidial admin to add a static custom SIP header to the SigmaMind carrier’s outbound SIP configuration. The header name must start with X-:

X-city: Denver

After a test call, go to Conversations → [the call] → Dynamic Variables in SigmaMind. You should see city: Denver. If it appears, the pipeline is confirmed. Part B — Pass dynamic lead field values Once static headers work, replace the static values with Vicidial lead field variables. The variable syntax and available field names depend on your Vicidial version — confirm with your Vicidial admin which lead fields are available and how they are referenced in your setup. Common lead fields you may want to pass:

X-first_name: [value from Vicidial lead field]
X-last_name: [value from Vicidial lead field]
X-city: [value from Vicidial lead field]
X-state: [value from Vicidial lead field]
X-phone_number: [value from Vicidial lead field]

Header names must start with X-. SigmaMind strips the X- prefix to create the variable name — so X-city becomes {{city}} in your agent prompt. For full details see the SIP Custom Header guide.

Part C — Reference variables in your SigmaMind agent prompt In your SigmaMind agent’s system prompt, reference the variables using double-curly-brace syntax:

You are calling {{first_name}} {{last_name}} located in {{city}}, {{state}}.
Their callback number is {{phone_number}}.

SigmaMind substitutes these at call time with the values received via SIP headers.

Step 8: Configure AMD (Answering Machine Detection)

For production campaigns, route calls through Vicidial’s built-in AMD before handing off to the SigmaMind agent. AMD ensures the AI agent only engages with a live human — not a voicemail system.

Enable AMD routing in the campaign

In your campaign settings, locate the AMD (Answering Machine Detection) options. Configure routing so that:

Live human detected → Vicidial routes to the Remote Agent → SigmaMind AI agent
Answering machine detected → hang up, or play a pre-recorded voicemail drop

Consult your Vicidial admin for the exact AMD fields in your version, as labels vary between Vicidial releases.

Test with AMD enabled

Reset your call list with AMD active and answer the call. With AMD enabled, the SIP call to SigmaMind is only placed after AMD has confirmed a live answer — so the customer will not experience any wait before the AI agent speaks.

Without AMD, there may be a brief moment of ring-back or silence between when the customer answers and when the SigmaMind SIP leg connects. AMD eliminates this from the customer’s perspective because the bridge to SigmaMind only begins after pickup is already confirmed.

Testing with a Softphone

If you are testing from a region where carrier-level geofencing prevents calls to or from US numbers (common in India and other countries), use a softphone registered directly to your Vicidial SIP server. This bypasses the carrier and lets you dial the SigmaMind bridge from inside the Vicidial environment. Recommended softphone: Zoiper (free tier is sufficient for testing)

Install Zoiper

Download and install Zoiper on your test device.

Configure the SIP account

In Zoiper, add a SIP account pointing to your Vicidial/Asterisk server:

Field	Value
Domain / SIP Server	Your Vicidial server IP or hostname
Username	The extension of the Vicidial user from Step 1 (e.g. `5565`)
Password	The SIP password for that user (from Vicidial user settings)

Dial the SigmaMind number directly

Once registered, dial the full dial string (carrier prefix + your Vicidial outbound carrier number) directly from Zoiper. This lets you confirm SigmaMind picks up and the AI agent responds, without needing a real outbound carrier call to a customer.

Troubleshooting

1. The call is not reaching the Remote Agent

Verify the Remote Agent user status is Ready on the campaign’s Real-Time Screen before dialling begins — Vicidial will not route to an agent that is not Ready.
Confirm the campaign’s Routing Extension field exactly matches the Remote Extension set on the Remote Agent.
Check that the lead record’s current status is in the campaign’s Dialable Statuses list (see Step 5).
In Vicidial, click on the Remote Agent user and check User Stats — this shows whether a routing attempt was made and what the result was.

2. The call reaches the Remote Agent but SigmaMind does not answer

Confirm the Remote Extension in Step 2 includes the full carrier prefix + your outbound carrier number in the correct format, and that the dial string ends with @28y698lhv2f.sip.livekit.cloud.
Confirm the SigmaMind SIP server hostname (28y698lhv2f.sip.livekit.cloud) is correctly included in the Remote Agent dial string.
Go to Conversations in the SigmaMind dashboard. If the call appears there, the SIP connection is working and the issue is on the SigmaMind agent configuration side.
Confirm the number in your Remote Extension exactly matches the number registered in SigmaMind under Phone Numbers → Connect via SIP Trunking, and that it has an active, published AI agent mapped against it.

3. The customer hears ringing before the AI speaks

A brief ring-back between the customer answering and the SigmaMind SIP leg connecting is expected in some Vicidial configurations. It occurs while Vicidial establishes the outbound SIP call to SigmaMind.

Use AMD in production. With AMD active, the SIP call to SigmaMind is only placed after the customer has already answered and been confirmed as a live human, so the customer does not experience any wait before the agent speaks.
If ring-back persists with AMD enabled, raise it with your Vicidial admin — the source may be in how the carrier is generating ring-back signals on the SIP leg between Vicidial and SigmaMind.

4. Dynamic variables are not appearing in SigmaMind

Test with a static header value first — if the static value does not appear in SigmaMind Dynamic Variables, the SIP header is not being sent correctly from Vicidial.
Confirm the header name starts with X- — SigmaMind only processes headers with this prefix.
The variable name in SigmaMind will be the header name with X- stripped (e.g. X-city → {{city}}).
In SigmaMind, variables only appear in Conversations → Dynamic Variables if they are referenced in the agent prompt. Add {{city}} to the agent prompt and re-test.

5. Call status stays as `AGENT NOT AVAILABLE`

Confirm the Remote Agent user is in Ready status on the campaign’s Real-Time Screen.
Verify the Remote Agent is assigned to this specific campaign, not a different one.
Confirm the Routing Extension in the campaign settings matches the Remote Extension on the Remote Agent exactly.

6. Call completes but no record appears in SigmaMind Conversations

Confirm the number in your Remote Extension matches the number registered in SigmaMind under Phone Numbers → Connect via SIP Trunking.
Confirm that number has an active, published AI agent mapped against it in SigmaMind.

How Call Transfers Work

When the SigmaMind AI agent transfers a call, no additional Vicidial configuration is required. SigmaMind handles the transfer natively:

The AI agent drops out of the conversation
The customer is connected directly to the transfer destination (a human agent, queue, or external number)
From the customer’s perspective, the call continues without interruption

Your existing carrier and caller ID remain in the path for the transfer. No Twilio or third-party bridge is introduced.

How Multiple Agents Work

To route different Vicidial campaigns to different SigmaMind AI agents:

In SigmaMind, go to Phone Numbers → Connect via SIP Trunking and register each Vicidial outbound carrier number separately, entering the carrier’s Terminal URI for each, and mapping each to the correct AI agent
In Vicidial, create a separate Remote Agent for each number, using the corresponding full dial string (carrier prefix + carrier number + @28y698lhv2f.sip.livekit.cloud) as the Remote Extension
Assign each Remote Agent to the relevant campaign

Each campaign routes through its own Remote Agent, which dials its own carrier number into SigmaMind, which connects the corresponding AI agent.

Architecture Reference

Component Map

Component	Role
Vicidial Campaign	Manages the call list, dial pace, AMD, and routing
Vicidial Carrier	Holds the dial prefix for routing outbound calls
Remote Agent	Routes the answered customer call to the SigmaMind SIP server using the full dial string
SigmaMind SIP Number	Inbound entry point — mapped to a specific AI agent
SigmaMind Agent	The AI voice agent that speaks with the customer
SIP Headers (X-)	Carry lead data from Vicidial to SigmaMind as dynamic variables

Reference Values

Value	Purpose
`28y698lhv2f.sip.livekit.cloud`	SigmaMind SIP server hostname
`9797`	Example auto-dial prefix — confirm with your Vicidial admin
`8787`	Example manual dial prefix — confirm with your Vicidial admin
`5565`	Example Vicidial user extension for the Remote Agent

All prefix and extension values are examples. Your actual values depend on your Vicidial configuration. Always confirm with your Vicidial administrator before applying.

Call Recording

Side	What is recorded	When recording starts
Vicidial	Full call from the moment of dialling	When the campaign places the outbound call
SigmaMind	Agent conversation only	When the SigmaMind AI agent connects via SIP

Both recordings are independent. Vicidial’s recording is useful for diagnosing ring-back or bridging issues. SigmaMind’s recording shows exactly what the AI agent heard and said.

Get Started

Build

Tool Integrations

Test

Deploy

CCAAS Integrations

Monitor

Systems

Billing

Vicidial Integration Guide

How It Works

SigmaMind SIP Server Details

Prerequisites

Before You Begin: Register Your Number in SigmaMind

Step 1: Create a Vicidial User for the SigmaMind Agent

Step 2: Create the Remote Agent

Step 3: Create the SigmaMind Carrier in Vicidial

Step 4: Configure the Campaign

Step 5: Prepare the Call List

Step 6: Test the Integration End-to-End

Step 7: Pass Lead Data via SIP Headers (Optional but Recommended)

How SigmaMind reads SIP headers

Configuring SIP headers in Vicidial

Step 8: Configure AMD (Answering Machine Detection)

Testing with a Softphone

Troubleshooting

1. The call is not reaching the Remote Agent

2. The call reaches the Remote Agent but SigmaMind does not answer

3. The customer hears ringing before the AI speaks

4. Dynamic variables are not appearing in SigmaMind

5. Call status stays as `AGENT NOT AVAILABLE`

6. Call completes but no record appears in SigmaMind Conversations

How Call Transfers Work

How Multiple Agents Work

Architecture Reference

Component Map

Reference Values

Call Recording

Get Started

Build

Tool Integrations

Test

Deploy

CCAAS Integrations

Monitor

Systems

Billing

Documentation Index

​How It Works

​SigmaMind SIP Server Details

​Prerequisites

​Before You Begin: Register Your Number in SigmaMind

​Step 1: Create a Vicidial User for the SigmaMind Agent

​Step 2: Create the Remote Agent

​Step 3: Create the SigmaMind Carrier in Vicidial

​Step 4: Configure the Campaign

​Step 5: Prepare the Call List

​Step 6: Test the Integration End-to-End

​Step 7: Pass Lead Data via SIP Headers (Optional but Recommended)

​How SigmaMind reads SIP headers

​Configuring SIP headers in Vicidial

​Step 8: Configure AMD (Answering Machine Detection)

​Testing with a Softphone

​Troubleshooting

​1. The call is not reaching the Remote Agent

​2. The call reaches the Remote Agent but SigmaMind does not answer

​3. The customer hears ringing before the AI speaks

​4. Dynamic variables are not appearing in SigmaMind

​5. Call status stays as AGENT NOT AVAILABLE

​6. Call completes but no record appears in SigmaMind Conversations

​How Call Transfers Work

​How Multiple Agents Work

​Architecture Reference

​Component Map

​Reference Values

​Call Recording

How It Works

SigmaMind SIP Server Details

Prerequisites

Before You Begin: Register Your Number in SigmaMind

Step 1: Create a Vicidial User for the SigmaMind Agent

Step 2: Create the Remote Agent

Step 3: Create the SigmaMind Carrier in Vicidial

Step 4: Configure the Campaign

Step 5: Prepare the Call List

Step 6: Test the Integration End-to-End

Step 7: Pass Lead Data via SIP Headers (Optional but Recommended)

How SigmaMind reads SIP headers

Configuring SIP headers in Vicidial

Step 8: Configure AMD (Answering Machine Detection)

Testing with a Softphone

Troubleshooting

1. The call is not reaching the Remote Agent

2. The call reaches the Remote Agent but SigmaMind does not answer

3. The customer hears ringing before the AI speaks

4. Dynamic variables are not appearing in SigmaMind

5. Call status stays as `AGENT NOT AVAILABLE`

6. Call completes but no record appears in SigmaMind Conversations

How Call Transfers Work

How Multiple Agents Work

Architecture Reference

Component Map

Reference Values

Call Recording