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
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 add an inbound Email Group in VICIdial
A step-by-step walk through adding a new inbound Email Group so your agents can handle email the same way they handle calls.
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.
What the Email Group Color does on the agent screen
The Group Color is a required Email Group field that drives the alert color agents see when a new email arrives - including the hex gotcha that breaks the screen.
How Next Agent Email decides who gets the next email
The Next Agent Email setting on an email group picks which available agent gets the next inbound email, with about a dozen ordering methods to choose from.
What Text-to-Speech is in VICIdial
Text-to-Speech turns typed text into spoken audio in VICIdial, but it depends on Cepstral being installed and a system setting being enabled.
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 replace an existing audio file in the store
Swapping a prompt in the VICIdial Audio Store is as simple as re-uploading a file with the same name. Here is how it works and what to watch for.
How to record an audio prompt over the phone (dial 8168)
You can record an audio prompt for VICIdial straight from any extension by dialing 8168 - no audio editor, no upload, no file conversion. Here is the exact key sequence.
What the 4321 PIN on the 8168 prompt recorder is
When you dial 8168 to record a prompt, VICIdial asks for an ID. That ID is 4321 followed by the pound key. Here is what it gates and how to think about it.
What the audio chooser link does
The audio chooser link in VICIdial is the little picker beside every prompt field. It lists Audio Store files, lets you sort and preview them, and fills the field in one click.
What Music On Hold is in VICIdial
A plain-English rundown of what Music On Hold means in VICIdial, where the audio comes from, and how the dialer decides which clip a waiting caller hears.