Tag
agent-workflow
5 posts.
Transfer vs 3-way call in VICIdial: what stays on the line and what doesn't
A transfer and a 3-way call are not the same move. Here is who stays connected, who drops, and which button does which.
Read postHow to turn on call recording in VICIdial
Recording in VICIdial is a per-campaign setting. Here is where it lives, what each level does, and how to confirm calls are actually being captured.
Read postA pre-handoff checklist: what to confirm before transferring a live customer
Before you hand a live customer to a closer or another line, run through this short checklist so the transfer lands and the lead is never lost.
Read postHow the Mute Recording button works for agents
The Mute Recording button lets an agent pause or silence a live recording mid-call. Here is what it does, the 15-minute rule, and how it interacts with DTMF muting.
Read postDTMF Muting vs the Mute Recording button: when each wins
Two ways to keep sensitive audio out of a recording: automatic tone-triggered muting and a manual button the agent presses. Here is which to use.
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