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
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 the WEBFORM button does nothing: tracing it in the URL Log
The WEBFORM button click is recorded in the URL Log Report, so you can prove whether the request fired and where the broken link really is.
Why calls ring but never connect to an agent
Calls that ring out, drop, or sit unanswered usually trace back to the hopper, agent availability, or a carrier that never sends a real answer.
What the PDROP status means and why it points at carrier behaviour
PDROP is a pre-routing dropped call, hung up the instant the Answer signal arrives, which is the fingerprint of a carrier false answer.
Why so many calls land on NA (no answer) and what it really means
NA is No Answer AutoDial, a catch-all for any outbound call that never gets an Answer signal, from ring-no-answer to congestion to plain errors.
How to read SIP hangup causes and translate them into plain English
The Dial Log Report groups calls by SIP hangup cause code and reason. Here is what the common codes really mean for your list and carrier.
Why agents can't log in to a campaign before 9 AM
No leads in the hopper means no agent logins. With a 9am-9pm call time, leads aren't loaded until 9 AM in the first lead time zone.
Diagnosing false answer supervision with the SIP Event Report
The SIP Event Report lets you sort SIP messages by Ring-Time to spot False Answer Supervision — calls marked answered before a human picked up.
What hangup cause 21 (call rejected) means and who's rejecting it
Cause 21 means something actively refused your call. Usually it's caller-ID reputation. Here's who rejects and what to change.
How to read the 3-Way Press Log Report and what each result means
Decode every row of the 3-Way Press Log Report, from Started to Transfer, and tell a clean handoff from a failed one at a glance.
How to read the Recording Access Log to see who opened a recording
The Recording Access Log is your audit trail for call recordings. Here is how to search it by user, access time, or recording date.
How to read the User Group Login Report to confirm where an agent logged in
Use the User Group Login Report to confirm an agent's most recent login: campaign, server IP, computer IP, extension, and phone login.