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
Blocking specific callers with a Filter Phone Group
Use a VICIdial Filter Phone Group to recognize unwanted caller IDs and send them somewhere other than your agents.
Routing VIP callers with a Filter Phone Group
Send known good numbers straight to a priority queue or a named agent using a VICIdial Filter Phone Group.
Adding and removing numbers in a Filter Phone Group
How to load and clear phone numbers in a VICIdial Filter Phone Group, and the small rules that trip people up.
How to create a Filter Phone Group
Step-by-step setup for a new Filter Phone Group, plus how to add the numbers and wire it to a DID.
What a Filter Phone Group is
A simple list of phone numbers that lets VICIdial route certain callers differently based on who is calling.
Track Calls in Real-Time: monitoring IVR usage
See how callers move through your phone menu live, and turn on the logging that tells you which options they actually press.
Routing a call menu option to an in-group
Set up a menu option so a keypress drops the caller into the right inbound queue, with all the routing fields that matter.
How to add a call menu to an inbound DID
Send callers on your main number to a recorded menu so they can pick sales, support, or another route themselves.
"If you know your party's extension": AGENTDIRECT dialing
Let callers reach a specific agent by typing their ID, with a fallback to voicemail when the agent is busy.
How to build a multi-level IVR with nested menus
Chain phone menus into a layered IVR so callers can drill from a main menu into focused sub-menus.
Menu Time Check: time-based IVR routing
Restrict a phone menu to set hours so callers get the right path during the day and after hours.
Menu options: mapping a keypress to a destination
How each key on your phone menu is mapped to a destination like a queue, another menu, or a hangup.