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
ONDEMAND vs ALLCALLS recording: which to pick
ONDEMAND puts the agent in charge of recording; ALLCALLS records by default. Here is how to choose based on compliance, coverage, and storage.
How the Mute Recording button works for agents
The Mute Recording button lets an agent pause or silence a live recording mid-call. Here is what it does, the 15-minute rule, and how it interacts with DTMF muting.
Why transferring to another agent with Transfer No Dispo causes data problems
Transfer No Dispo skips the disposition screen after a handoff. It is fine for external numbers, but pointed at another agent it produces data inconsistencies.
Using AXFER to blind-transfer a customer into an AGI or IVR
AXFER in the number-to-dial field lets an agent push a customer straight into an AGI script or IVR with no live party on the far end. Here is how it is wired.
Fix: "no fronter found" when forcing a fronter leave-3-way
The no fronter found error means the force function could not match a second agent session to the call. Here is what triggers it and how to clear it.
A pre-handoff checklist: what to confirm before transferring a live customer
Before you hand a live customer to a closer or another line, run through this short checklist so the transfer lands and the lead is never lost.
What Routing Initiated Recording does and when to enable it
Routing Initiated Recording lets the call routing script start recording instead of the agent screen. Here is what it does, its requirements, and when it helps.
Why VICIdial recordings stop at one hour and how to extend them
By default a single VICIdial recording caps at one hour. Here is where that limit comes from and what it takes to raise it for long calls.
Why recording the customer and agent on separate channels helps QA
Splitting the agent and customer onto their own channels turns a single muddy track into two clean ones. Here is why that small change makes quality review faster and more accurate.
POST recording filename variables explained (POSTVLC, POSTSTATUS)
POST recording variables rename a file after the call is over, pulling values like disposition status into the filename. Here is how POSTVLC, POSTSP, POSTARRD3, and POSTSTATUS work.
What the server Recording Limit setting controls
The server Recording Limit caps how long a recording can run, and it also limits how long a parked call hears hold music. Here is what it touches.
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.