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 export VICIdial translations
Export VICIdial language phrases to hand off to a translator or back up your work, using the three Export Action modes.
How to reword phrases on the VICIdial agent screen
Use a VICIdial Language to reword just the agent screen phrases your team finds confusing, without touching the rest of the interface.
VICIdial standard row background colors explained
What the five VICIdial standard row background colors do, their defaults, and why Standard Row 5 sits behind the agent logo after login.
When to use a disclaimer soundboard in VICIdial
A disclaimer soundboard plays exact, approved legal or contractual wording on demand. Here is when a recorded disclaimer beats reading from a script.
What is a VICIdial agent soundboard?
A VICIdial agent soundboard gives agents clickable buttons to play recorded audio to the customer, from short disclaimers to a full conversation.
Setting the VICIdial menu background color
How to set the VICIdial menu background hex color so the sidebar reads cleanly with its white text, plus the right default to start from.
How to add audio buttons to a VICIdial soundboard
Audio buttons are the heart of a VICIdial soundboard. Here is how to add each one with its filename, name, rank, type, and level.
How to rename agent screen fields in VICIdial
Rename the default agent screen fields in VICIdial by typing new wording into the 19 field labels on a screen label template.
What "Agent Selectable" does on a VICIdial status
Agent Selectable decides whether a VICIdial status appears as a pickable disposition on the agent screen. Here is exactly what it controls.
How to hide a field on the VICIdial agent screen
Set a field label to ---HIDE--- on a VICIdial screen label template to remove both the label and the field from the agent screen.
How to add an agent soundboard in VICIdial
A step-by-step walkthrough of adding a new agent audio soundboard in VICIdial, from the Soundboard ID through the API credentials and Active flag.
Human vs system statuses in VICIdial
What the human_answered flag really means, how it differs from the broader idea of system statuses, and why it drives your drop rate.