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
Why agent screen buttons stop responding mid-shift
When agent screen buttons go dead mid-shift, the Agent Debug Log Report shows the clicks and AJAX calls so you can tell network from workstation from database.
How to check the SIP registry on the Asterisk Debug Page
The Asterisk Debug Page shows SIP Peers and Registry from the dialer itself, so you can confirm whether a phone or trunk is actually registered.
Diagnosing calls that drop while the customer is on hold
Customers vanishing while parked on hold is measurable. The Agent Parked Call Report shows holds per agent, average hold time, and how many dropped while parked.
When AMD marks live people as answering machines: how to diagnose it
Answering Machine Detection that flags live customers as machines drops real prospects. Here is how to read the AMD Log and tune sensitivity.
When an agent can't hear the customer but the customer hears them
One-way audio means RTP is flowing in only one direction, almost always blocked by NAT, a firewall, or routing on the agent's leg.
Diagnosing a 3-way transfer that won't connect using the press log
When a 3-way transfer never reaches the outside party, the 3-Way Press Log Report shows exactly which step failed using its Results events.
When recordings exist but have no sound: what to check
A recording file that exists but plays silent points at the RTP and mux path: codec, recording format, and the recording delay rather than missing files.
When live monitoring connects but you can't hear the call
Monitoring shows connected but the manager hears nothing. The Real-Time Monitoring Log confirms the session happened; no audio almost always means phone, conf, or codec.
When the Dispo Call URL doesn't fire: finding it in the URL Log
The Dispo Call URL is meant to fire on disposition, and the URL Log Report records each request so you can prove whether it actually went out.
When to reload Asterisk and when it makes things worse
Reloading Asterisk re-reads its config but can interrupt live calls. Here is when a reload actually helps, when VICIdial handles it for you, and when to wait.
Database and Asterisk reload issues: a safe order of operations
Restarting the database or Asterisk under load drops calls. Here is the safe order: make the admin change, let the keepalive apply it, then reload only if needed.
Diagnosing API integration failures with the API Log Report
When a CRM integration stops pushing leads or updating dispositions, the API Log Report filters by user, function, and result so you can see exactly what failed.