VICIfast Support Team
VICIfast Support
The VICIfast support team. We run managed VICIdial full-time and write these guides from the operator's chair.
Posts by VICIfast Support
How to record every call on a campaign
To capture every call on a VICIdial campaign, set automatic recording and stop relying on the agent button. Here is the exact configuration.
Recording DTMF Muting explained: hiding card numbers for PCI
Recording DTMF Muting drops audio for a set number of seconds after a keypad tone is detected, so card numbers never land in your recordings.
Stereo call recording explained: agent left, customer right
Stereo recording puts the customer on the right channel and the agent on the left, so each voice lives on its own side of the file. Here is what that buys you and how it differs from the standard mono recording.
Hide Customer Hangup Button: removing Hangup Customer and Hangup Both from the agent screen
The Hide Customer Hangup Button setting removes the Hangup Customer and Hangup Both buttons. Here is exactly what it hides and when it is the right call.
agi-3way_press_outside.agi: the script that runs the outside agent's press-1 prompt
The second script in the press-1 chain plays the prompt, watches for the keypress, and decides whether the outside agent gets connected, declined, or accepted.
force_fronter_leave_3way: making the fronter drop off a 3-way automatically
The force_fronter_leave_3way function lets a closer push the fronter off a shared 3-way call without waiting for the fronter to click anything.
DTMF Muting vs the Mute Recording button: when each wins
Two ways to keep sensitive audio out of a recording: automatic tone-triggered muting and a manual button the agent presses. Here is which to use.
Why you hear no ringback on a 3-way call, and the Dial Prefix fix
When an agent starts a 3-way call and hears dead air instead of ringing, the 3-Way Call Dial Prefix is usually the setting to change.
agi-3way_press_agent.agi: the first script behind 3-way press-1 calls
When an agent fires a 3-way call to an outside agent who has to press 1, this is the first of two scripts that runs. Here is what it does and how it is wired.
Transfer vs 3-way call in VICIdial: what stays on the line and what doesn't
A transfer and a 3-way call are not the same move. Here is who stays connected, who drops, and which button does which.
Campaign Rec extension explained: 8309 WAV vs 8310 GSM
The Campaign Rec extension picks which recording engine handles your calls. 8309 records WAV, 8310 records GSM. Here is the difference and how to choose.
How to mute credit card entry from your recordings
A step-by-step on configuring VICIdial so a customer can key a card number on the phone without those tones ever reaching the saved recording.