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
What Cepstral is and why VICIdial TTS needs it
Cepstral is the text-to-speech engine that turns VICIdial prompt text into spoken audio, with SSML control over pronunciation, pitch, and volume.
How to read lead data aloud with TTS variables
Drop lead variables like --A--first_name--B-- into a VICIdial TTS entry to read a caller's own details back to them in the generated audio.
What the Email Group ID and Group Name do
The Group ID and Group Name are two of the three required fields on a VICIdial Email Group - here is exactly what each one controls.
What the three Cepstral licenses are for
Integrating Cepstral TTS with VICIdial means buying three licenses - Voice, Channel, and Save-to-file - each sold on a different basis.
What Queue Priority does when agents handle calls and email
Queue Priority decides whether an email group's items get answered ahead of calls and other groups when an agent is logged into more than one.
What ingroup_grade_random does for email distribution
The grade-random methods give higher-graded agents a better chance of getting the next email without ever guaranteeing they receive it.
How to use a TTS entry in a campaign audio field
Replace any campaign audio prompt with a text-to-speech entry by typing TTS followed by the entry id into the audio field.
Oldest-wait vs fewest-emails: choosing an email routing method
Two of the most useful Next Agent Email methods sort agents very differently: oldest-wait rewards idle time, fewest-emails chases a flat count.
How to assign a Music On Hold class to a campaign
A short walkthrough for building a Music On Hold entry in VICIdial and pointing a campaign at it so held callers hear the right audio.
What Email Group Rank, Grade, and Email Count mean
Rank, grade, and email count are the three per-agent numbers that decide who gets the next email on an inbound email group, and they each work differently.
How to add a Text-to-Speech entry in VICIdial
Step-by-step on creating a Text-to-Speech entry in VICIdial, including the three required fields and the prerequisites that make it speak.
How to rank agents so your best ones get more emails
A practical walkthrough of setting per-agent rank and grade on a VICIdial email group so your strongest agents clear more inbound email.