audio
47 posts.
Building a branded agent soundboard
The VICIfast soundboard builder lets you create clickable audio clip boards that agents play into live calls, branded per customer and organized by campaign.
Read postBringing your old call recordings to VICIdial
Moving historical call recordings when you switch to VICIdial requires understanding how VICIdial stores files, what naming conventions it expects, and whether re-importing is even worth the effort.
Read postInstalling audio codecs (g729 and friends) for VICIdial
G711 ships free with Asterisk; g729 and g723 are licensed. Here's what each codec costs in bandwidth, why g729 needs registration, and how to install it cleanly.
Read postHow call recording works for a Remote Agent
Remote Agents in VICIdial can be recorded just like any other agent. Two settings control it: the campaign recording mode and the user record flag.
Read postHow 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.
Read postWhat 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.
Read postWhat the TTS ID and TTS Name fields are
The TTS ID is the unique short identifier for a Text-to-Speech entry; the TTS Name is the descriptive label. Here is how each one is used.
Read postHow 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.
Read postHow to replace the default VICIdial hold music
How to swap the stock VICIdial hold music for your own audio — by editing the default entry or pointing campaigns at a new Music On Hold class.
Read postWhat 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.
Read postHow to copy an audio file to a new name
The VICIdial Audio Store can copy an existing file to a new filename without re-uploading. Here is when that beats a fresh upload and how it works.
Read postHow to modify a Music On Hold entry
How to edit an existing Music On Hold entry in VICIdial — reorder clips, toggle random order, set active status, and remove files cleanly.
Read postHow to find and sort files in the Audio File List
The Audio File List shows every file in the VICIdial Audio Store and lets you reorder by name, date, or size. Here is how to use it to find what you need.
Read postHow to delete an audio file from the Audio Store
Deleting a file from the VICIdial Audio Store is a one-at-a-time operation by filename. Here are the steps and the one check to run before you remove anything.
Read postWhere you can use a phone-recorded prompt in VICIdial
A prompt you record by dialing 8168 can plug into several VICIdial fields — answering-machine messages, safe-harbor greetings, in-group drops, after-hours messages, and more.
Read postWhy a new audio file takes two minutes to appear
A prompt you just uploaded to VICIdial does not show up instantly. A background keepalive cycle copies and validates new audio across the system, and that copy window is about two minutes.
Read postWhat 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.
Read postHow to add another track to a Music On Hold class
Adding a track to a VICIdial Music On Hold class is a two-part job: get the file into the audio store, then attach it to the class. Here is the full walkthrough.
Read postHow 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.
Read postHow to record a voicemail-drop prompt for an outbound campaign
A voicemail drop lets an agent leave a pre-recorded message and move on. Here is how to record that message over the phone with 8168 and wire it into an outbound campaign.
Read postHow to make a custom greeting for VICIdial
Two ways to make a custom greeting in VICIdial: upload a properly formatted file to the Audio Store, or record one over the phone by dialing 8168. Here is the full path for both.
Read postHow to set the play order of hold-music tracks
VICIdial lets you set the exact order your Music On Hold tracks play using the Rank pulldown. Here is how to reorder them so callers hear your files in the sequence you want.
Read postHow to upload your own hold music to VICIdial
How to get your own hold-music clip into VICIdial: format it correctly, push it through the audio store, then attach it to a Music On Hold entry.
Read postWhat the Active setting does on a Music On Hold class
The Active setting decides whether a VICIdial Music On Hold class is written into the live config or removed from it. Here is what flipping it to inactive really does.
Read postWhat the Random Order setting does for Music On Hold
The Random Order setting on a VICIdial Music On Hold class decides whether your hold tracks play in the order you ranked them or in a shuffled order. Here is exactly what it changes.
Read postWhat the 85100001 prompt IDs are and where they come from
Record a prompt over the phone and VICIdial reads back a filename like 85100001. Here is what that number means, why it starts there, and how it increments.
Read postHow 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.
Read postWhat 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.
Read postHow to remove a track from a Music On Hold class
Removing a track from a VICIdial Music On Hold class is a one-click job with the DELETE link — but it does not touch the audio store. Here is what to expect.
Read postWhy Music On Hold changes take a minute to apply
Edit a VICIdial Music On Hold class and the change is not instant — VICIdial rebuilds the hold-music config once per minute. Here is why, and what that means for your edits.
Read postHow to add a Music On Hold class in VICIdial
Step-by-step instructions for creating a new Music On Hold entry in VICIdial, from the ID rules to attaching your first audio file.
Read postWhat the red format warning on audio upload means
VICIdial flags uploaded WAV files with a red warning when they are not PCM mono 16-bit 8k. Here is what the warning checks and how to clear it.
Read postHow to play back an audio prompt before you use it
The VICIdial Audio File List lets you play any prompt in the browser before you wire it into a flow. Here is how, and why you should always do it.
Read postDiagnosing choppy or robotic audio on agent calls
Choppy, robotic, or garbled call audio almost always comes from the RTP path: jitter, packet loss, a codec mismatch, or a CPU-starved dialer.
Read postWhen 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.
Read postWhen 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.
Read postWhen 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.
Read postWhen the webphone won't register: a step-by-step checklist
The browser webphone fails to register over WebSocket. Work through WSS URL, cert, SIP secret, ports and mic permission in order.
Read postNo audio on VICIdial calls: first things to check
Total silence on both legs almost always means RTP media isn't flowing. Here is the ordered checklist to find where it stops.
Read postRecordings missing in VICIdial: where they go and how to find them
A recording you expected is not there. Where VICIdial recordings actually live, why one might never exist, and how to confirm it.
Read postOne-way audio on VICIdial calls and how to find the cause
When one side hears and the other doesn't, RTP is flowing one direction only. Here is how to isolate the silent leg.
Read postWhy a recording plays back silent and how to fix it
Silent VICIdial recordings usually mean no audio path reached MixMonitor, DTMF muting stayed on too long, or stereo channels were misconfigured. Here is how to trace and fix each scenario.
Read postStereo call recording explained: agent left, customer right
Stereo recording puts the customer on the right channel and the agent on the left, so each voice lives on its own side of the file. Here is what that buys you and how it differs from the standard mono recording.
Read postforce_fronter_audio_stop: silencing fronter audio playback after a handoff
After a fronter leaves a 3-way, audio they were playing can keep running in their session. force_fronter_audio_stop kills it from the closer side.
Read postCodec mismatch with your carrier: how to fix it
A codec mismatch shows up as no audio or a 488 rejection. Pin the same codec on both ends and the call connects cleanly.
Read postOne-way audio on carrier calls: causes and fixes
One-way audio means signaling connected but RTP media is blocked one direction — almost always a NAT, public-IP, or RTP-port problem. Here is how to find it.
Read postMenu Prompt: the greeting your IVR plays
What the Menu Prompt field controls in a VICIdial call menu, how to chain prompts, and the NOINT and NOPLAY flags worth knowing.
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