configuration
169 posts.
Rebuilding VICIdial conf files after changes
VICIdial regenerates Asterisk config from the database. Here is what the rebuild conf files step does, when it fires, and how to trigger it safely.
Read postSetting the server time zone and NTP for VICIdial
VICIdial enforces call times and stamps every report by the server clock. Set the OS time zone, point at NTP, and match the GMT offset in System Settings.
Read postPersonalizing VICIdial after a fresh install
A fresh VICIdial install boots generic. Set the timezone, server IP, passwords, branding, and a first campaign before you ever dial a live number.
Read postServer conf file templates explained
How VICIdial conf file templates let you reuse one block of parameters across many phones and carriers, the Template ID rules, and the fields you must never put in one.
Read postAdding a server in VICIdial Admin
How to add a new server record in VICIdial Admin: the five required fields, the rules for the server ID, and what happens after you submit the form.
Read postModifying server settings in VICIdial Admin
The settings that matter most on the Modify Server page: max trunks, calls per second, active toggles, conf-file generation, and performance logging.
Read postWhat Settings Containers do and when you need one
Settings Containers store large blocks of configuration under one ID so PHP and Perl scripts can read them, from email templates to dial timeouts.
Read postWhat the User ID Start field on a Remote Agent does
User ID Start is the foundation of every remote-agent record. Here's what it controls, why it must be a real user account, and how it relates to multi-line setups.
Read postWhat the Email Reply-to Address controls
The Email Reply-to Address tells VICIdial which mailbox it is connecting to and sets the From line on agent replies. Here is what it does and what it doesn't.
Read postWhat the QC settings on an Email Group do
The QC fields on an email group turn on quality control review, choose which statuses get checked, and set the web form, script, and shift a QC agent uses.
Read postWhat the Email Frequency Check Rate does and why 10 minutes
The Frequency Check Rate sets how often VICIdial logs into your mailbox. Five minutes is the floor, but ten is safer, and with Gmail it is a hard requirement.
Read postHow to assign an Email Group to a campaign so agents can staff it
An email group does nothing until a campaign is allowed to use it. Here is how to add it under Allowed Inbound Groups so agents can log in and take email.
Read postEMAIL vs EMAILLOOKUP: how VICIdial matches incoming email to a lead
The In-Group Call Handle Method decides whether each new email becomes a fresh lead or gets matched to an existing one. EMAIL and EMAILLOOKUP explained.
Read postHow to copy a VICIdial Email Group instead of rebuilding it
Use the Copy Email Group page to clone all of an existing email group's settings into a fresh in-group by entering a new ID, a new name, and the source group.
Read postHow to point an Email Account at the right Email Group
The In-Group ID field is the link between a mailbox and the queue that feeds your agents. Get it right and incoming email reaches the people staffing that group.
Read postWhen to use EMAILLOOKUPRC and EMAILLOOKUPRL for email matching
Two narrower email-matching modes that limit the search to one campaign or one list, so an incoming email attaches to the right record instead of any match anywhere.
Read postHow to let a user configure Email Accounts
Building an email account in VICIdial needs a specific user permission. Here is the Modify Email Accounts setting, where it lives, and who should get it.
Read postWhat the Default List ID does for incoming emails
When an inbound email has no matching record, VICIdial creates a new one. The Default List ID is the list that new record lands in.
Read postWhat the "E" keepalive and inbound email parser do
Two server-side pieces make VICIdial email actually move: an "E" keepalive on one server and the inbound email parser running every minute. Here is what each one is for.
Read postHow to safely delete an Email Group in VICIdial
Deleting an email in-group is a two-step confirmation. Click the delete link, then click the second confirmation link that appears, so you never remove a group by accident.
Read postHow to add an inbound Email Account in VICIdial
Walk through the core fields for a new inbound Email Account in VICIdial: ID, name, active, type INBOUND, protocol, server, login, check rate, and the In-Group it feeds.
Read postWhat the Un-handled Emails count tells you
The Un-handled Emails number on an email account shows how many messages are sitting in the outside mailbox waiting to be pulled in. It is a quick health check for your inbound email.
Read postWhat the POP3 Auth Mode setting does (APOP, CRAM-MD5, PASS)
Auth Mode controls how VICIdial proves who it is to a POP3 mail server. Here is what BEST, APOP, CRAM-MD5, and PASS each mean and when to override the default.
Read postWhat the Start Email URL field does
Start Email URL fires a silent web request every time an email is delivered to an agent, letting you notify an outside system without the agent ever seeing it.
Read postEmail Accounts vs Email Groups: what each one is for
An Email Account is the mailbox VICIdial logs into to fetch mail. An Email Group is the queue that decides which agent works each message. Here is how the two connect.
Read postWhat Status Group Override does on an Email Group
Status Group Override swaps the campaign disposition set for a custom one when an agent works an email from a given email group, without touching System Statuses.
Read postHow to connect an IMAP inbox to VICIdial
Connect an IMAP mailbox to VICIdial by setting the protocol to IMAP and filling the server, user, and password. Here is what IMAP needs and how it differs from POP3.
Read postHow to turn on email in System Settings before agents can use it
Email handling in VICIdial is off until you flip one global switch. Here is the System Settings change that has to happen first, and what it does and does not cover.
Read postWhat the Active field on an Email Group controls
The Active field is the on/off switch for a VICIdial Email Group — here is what Y and N actually do to inbound mail routing.
Read postWhat the Email Group ID and Group Name do
The Group ID and Group Name are two of the three required fields on a VICIdial Email Group — here is exactly what each one controls.
Read postWhat 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.
Read postHow to add a phone with the add_phone API
Add a VICIdial phone entry over HTTP with the add_phone function — required fields, protocol options, and the responses you get back.
Read postHow to email a phone's voicemail to the agent
Fill the Email field on a VICIdial phone entry and voicemail messages are sent to that address, with an option to delete the local copy after.
Read postHow to safely delete a VICIdial phone entry
Deleting a VICIdial phone is a deliberate two-step confirmation, and it only works with a user account that has delete permission.
Read postWhat a Phone Alias Is and Why Hot-Desking Needs One
A phone alias is one login that maps to several VICIdial phones across servers, so agents land on the least-loaded dialer automatically.
Read postHow to set Local GMT on a VICIdial phone
Local GMT tells VICIdial the time-zone offset of a phone's location so customer and local times display correctly. Here is how to set it.
Read postWhat the Admin User Group does on a phone entry
The Admin User Group field restricts which admin users can view a VICIdial phone entry. Here is what it controls and how the default ALL setting works.
Read postWhy Local GMT must ignore daylight saving time
The Local GMT field on a VICIdial phone must use the standard-time offset and never adjust for daylight saving. Here is why, and what breaks if you do.
Read postHow to update or delete a phone with the API
The update_phone function edits an existing VICIdial phone or removes it entirely — same endpoint, one flag decides which.
Read postWhen to use Conf Override Settings on a phone
Conf Override Settings lets one VICIdial phone carry custom Asterisk config — but only when no template is set and conf generation is on.
Read postWhat Alias ID and Phones Logins List Mean
The two fields that define a VICIdial phone alias: the Alias ID agents type to log in, and the Phones Logins List that routes them.
Read postWhat the Template ID field does on a phone
The Template ID field on a VICIdial phone points it at a shared block of Asterisk settings instead of one-off config.
Read postWhat the Allowed Codecs field does on a VICIdial phone
The Allowed Codecs field sets the audio codecs a VICIdial phone may use. Here is what it does, the format it expects, and when to leave it blank.
Read postWhy Every Phone in an Alias Needs the Same Login Password
A phone alias only works if all its phones share one login password — here is why that rule exists and what breaks when you ignore it.
Read postWhat the server_refresh API does after phone changes
After you add or edit phones over the API, server_refresh pushes the conf files out to your telco servers so the changes take effect.
Read postActive Account vs Status on a VICIdial phone
VICIdial phones have both an Active Account toggle and a Status field, and they do different jobs. Here is how each one affects whether the phone works.
Read postHow to protect phone settings with a conf file template
Use a conf file template to lock the Asterisk settings behind your VICIdial phone entries so a careless edit can't break registration.
Read postWhat Unavailable Dialplan Forward does on a VICIdial phone
Unavailable Dialplan Forward sends an unanswered call to another extension instead of dropping it into the phone's voicemail box.
Read postVICIdial scheduled callbacks explained
A plain-English guide to VICIdial scheduled callbacks: ANYONE vs USERONLY, how to set them, the campaign and user options that turn them on, and how managers run them.
Read postHow to email an agent when their callback triggers
Use Send Callbacks Email plus the AGENT_CALLBACK_EMAIL container to email an agent when a USERONLY callback hits its trigger time.
Read postHow to enable scheduled callbacks per agent
Turn on the VICIdial user option that lets each agent save a CALLBK callback after the campaign option is already enabled.
Read postWhat the Scheduled Callbacks Alert setting does
The Scheduled Callbacks Alert setting turns the agent callback status line red or blinking when AGENTONLY callbacks hit their trigger time.
Read postHow to write a filter on a custom lead field
Filter VICIdial leads on a custom field like vendor_lead_code so your campaign dials only the segment you choose, and test it before enabling.
Read postHow to turn on scheduled callbacks for a campaign
Flip the campaign Scheduled Callbacks option so agents can disposition leads as CALLBK and book them for a later date and time.
Read postHow to disposition a call as CALLBK
Walk through how a VICIdial agent ends a call as CALLBK and picks the exact date and time to reach the lead again.
Read postThe agent scheduled callbacks calendar explained
How the 12-month VICIdial callback calendar works on the agent screen, and what limits the days an agent can pick.
Read postHow to give agents user-only callbacks
Enable the VICIdial Agent only callbacks user option so an agent can reserve a CALLBK lead for themselves instead of the shared hopper.
Read postHow to score a call on the QC scorecard screen
Open a claimed call, enter a point value for each checkpoint, watch for Instant-Kill items, verify against the recording, then finish.
Read postWhat the PASS, FAIL, CANCEL, and COMMIT QC categories mean
Every QC status code maps to one of four categories. Here is what PASS, FAIL, CANCEL, and COMMIT each do, and why the category, not the label, decides the outcome.
Read postWhat a VICIdial lead filter is and why you'd use one
A VICIdial lead filter is a reusable SQL fragment that narrows which leads a campaign or user dials, and why operators rely on them.
Read postWhat the rules are for a filter ID and filter name
The exact rules for a VICIdial filter: ID is letters and numbers only, unique and permanent, plus the length limits on the name and comments.
Read postWhat "QC Calls by Campaign, List, and Ingroup" show
The three QC claim-entry links each list QC-enabled entities and the unfinished calls you can claim, grouped by status.
Read postHow to attach a QC webform to a campaign or list
Define a QC webform URL on a campaign, list, or ingroup so reviewers get a one-click link from the lead-info section of the QC screen.
Read postWhat the QC lead-information section shows
The second QC section shows the standard vicidial_list lead fields, auto-saves your edits, and surfaces the QC webform link if one was defined.
Read postHow per-call QC review works in VICIdial
The modern VICIdial QC system reviews individual calls, not whole leads, and admins pre-select which campaigns and statuses get audited.
Read postWhat each Quality Control Report parameter does
A walk through the VICIdial Quality Control Report parameters — call date, finish date, campaigns, QC status and reviewer filters — and how each narrows your results.
Read postHow the VICIdial filter SQL fragment syntax works
A VICIdial filter is a SQL WHERE-clause fragment against the lead table — how to write one, what not to start it with, and worked examples.
Read postHow to add a new VICIdial lead filter
A step-by-step walk through adding a new VICIdial lead filter: the Filter ID, name, SQL fragment, and testing on a campaign before you enable it.
Read postHow VICIdial assigns a scorecard when you claim a call
On claim, VICIdial attaches the scorecard for the call's highest-priority entity and snapshots its active checkpoints onto the claim.
Read postHow to modify an existing VICIdial filter
Open a VICIdial filter from the list and edit its name, comments, admin group, and SQL — but never the Filter ID, which is fixed for good.
Read postHow to create and modify QC status codes
Use the Modify QC Codes screen to add a code and description, then assign a PASS, FAIL, CANCEL, or COMMIT category that decides what happens to a reviewed call.
Read postHow to delete a VICIdial filter
Remove a VICIdial lead filter with the two-step delete, and check that no campaign or user still references it before you do.
Read postHow to add a custom report to the Reports page
VICIdial lets you bolt your own reports onto the REPORTS page. Here is where the Custom Report Admin page lives and how to add one.
Read postHuman answered vs customer contact: what the difference means in reports
VICIdial reports lean on two status flags: human answered and customer contact. They sound similar but measure different things. Here is the difference.
Read postTEXT vs HTML report format: which to pick
VICIdial reports come in TEXT and HTML formats. Here is the practical difference and when to pick each, plus where to set your default.
Read postHow VICIdial decides a call counts as a sale
VICIdial counts a call as a sale based on one setting on the call status: the Sale attribute. Here is how it works and where it shows up in reports.
Read postHow to read the API Log Report when an integration stops working
The API Log Report shows API entries for a date and time range, filterable by API User, Agent User, Function, and Result, so you can find why an integration broke.
Read postHow to read the User Group Login Report
The User Group Login Report shows when each agent in a group first and last logged in, plus the campaign, server, phone, and browser they used.
Read postHow to Run a Custom Report in VICIdial's VERM Module
Build and run a VERM custom report in VICIdial: pick a queue and report type, set the date range, apply filters, and export the results to CSV.
Read postHow to Change the Real-Time Report Display Options
The Choose Report Display Options panel in VICIdial: refresh rate, inbound NO/YES/ONLY, campaign and user-group selectors, and the extra toggles.
Read postHow to add a screen label template in VICIdial
A step-by-step walkthrough for creating a new screen label template and attaching it to a VICIdial campaign.
Read postHow to export VICIdial translations
Export VICIdial language phrases to hand off to a translator or back up your work, using the three Export Action modes.
Read postHow to add an agent soundboard in VICIdial
A step-by-step walkthrough of adding a new agent audio soundboard in VICIdial, from the Soundboard ID through the API credentials and Active flag.
Read postHow to assign screen colors in VICIdial
How to assign saved screen color templates in VICIdial using the three System Settings pulldowns for admin, agent, and chat screens.
Read postHow to add a logo to the VICIdial screen
How to add a custom logo to the VICIdial admin and agent screens, including the right image size, format, and where it appears after login.
Read postVICIdial soundboard levels explained
What primary and secondary levels mean on a VICIdial soundboard and how the Add field places audio on level 1 or under it on level 2.
Read postVICIdial soundboard Rank and Horz explained
How the Rank and Horz fields set the vertical and horizontal order of buttons on a VICIdial agent soundboard.
Read postHow to import VICIdial translations
Import translated phrases into a VICIdial language in bulk using the English-pipe-translation format and the right Import Action.
Read postWhat are VICIdial screen labels?
Screen labels let you rename, hide, or lock the default agent screen fields on a per-campaign basis in VICIdial.
Read postHow to add audio buttons to a VICIdial soundboard
Audio buttons are the heart of a VICIdial soundboard. Here is how to add each one with its filename, name, rank, type, and level.
Read postSetting the VICIdial menu background color
How to set the VICIdial menu background hex color so the sidebar reads cleanly with its white text, plus the right default to start from.
Read postHow to wire a soundboard to a VICIdial script
A soundboard only appears to agents once you embed it in a script. Here is the iframe snippet and how the soundboard_id ties the two together.
Read postSetting script width and height in VICIdial
Use the script_width and script_height dynamic variables to control how big the script frame renders on the VICIdial agent screen.
Read postHow to add a language in VICIdial
A field-by-field walkthrough of adding a new Language in VICIdial, from the Language ID rules to setting Active to Y.
Read postThe VICIdial soundboard API user explained
The soundboard API user is the account that actually triggers a VICIdial soundboard's audio. Here is why it should be a dedicated, reduced-permission user.
Read postVICIdial web logo upload rules
The exact VICIdial web logo upload rules: filename prefix, images directory, supported formats, and the 170x45 standard size.
Read postVICIdial soundboard button types explained
The four Type values for a VICIdial soundboard entry, what each one does on the agent screen, and how head2r spans columns.
Read postHow to recolor the VICIdial agent screen
How to give the VICIdial agent screen its own palette and logo using a screen color template assigned through Agent Screen Colors.
Read postHow to hide a field on the VICIdial agent screen
Set a field label to ---HIDE--- on a VICIdial screen label template to remove both the label and the field from the agent screen.
Read postHow to make a VICIdial agent field read-only
Set a field label to ---READONLY--- on a VICIdial screen label template so agents can see the field but cannot edit it.
Read postWhat the Sale flag on a status does to your reports
The Sale flag on a VICIdial status decides whether that disposition counts toward total sales in your reports. Here is how it works.
Read postHow to let agents pick their language in VICIdial
Give VICIdial agents the option to choose their screen language at login, and learn the other places a user's language can be set.
Read postHow to add a screen color template in VICIdial
Step-by-step instructions for adding a new screen color template in VICIdial, including the ID rules, hex defaults, and logo field.
Read postHow to populate VICIdial language phrases
The Populate Language option seeds a new VICIdial language with agent, admin, or all gathered phrases so you are not translating from a blank slate.
Read postThe VICIdial soundboard Audio Store requirement
Why every VICIdial soundboard button needs its Audio Filename present in the Audio Store, and how the filename field works.
Read postHow to translate the VICIdial agent screen
Translate the VICIdial agent screen by creating a Language, populating agent phrases, and supplying your own translated text.
Read postHow to modify a VICIdial status
How to safely modify an existing VICIdial system status, what each flag changes, and why edits ripple across every campaign.
Read postWhat the human_answered flag does on a VICIdial status
The human_answered flag on a VICIdial status feeds your drop percentage math. Here is exactly what setting it to Y changes.
Read postWhat "Agent Selectable" does on a VICIdial status
Agent Selectable decides whether a VICIdial status appears as a pickable disposition on the agent screen. Here is exactly what it controls.
Read postHuman vs system statuses in VICIdial
What the human_answered flag really means, how it differs from the broader idea of system statuses, and why it drives your drop rate.
Read postVICIdial soundboard layout options explained
How the default and columns layout options arrange the buttons on a VICIdial agent soundboard, and when to pick each one.
Read postVICIdial alternate row background colors explained
What VICIdial alternate row background colors are for, their green defaults, and how they differentiate sections from the standard rows.
Read postHow to rename agent screen fields in VICIdial
Rename the default agent screen fields in VICIdial by typing new wording into the 19 field labels on a screen label template.
Read postThe VICIdial soundboard Audio Display field explained
What FILE, NAME, and HIDENUMBERS do in the VICIdial soundboard Audio Display field, and how to combine them for clear buttons.
Read postHow to make a VICIdial agent field required
Force agents to fill a lead field on every call before they can hang up, using the REQUIRED option on a VICIdial screen label.
Read postFinding which campaigns use a VICIdial screen label
The Campaigns Using This Screen Label list shows every campaign currently assigned a given screen label so you can edit it safely.
Read postWhat are VICIdial system statuses?
System statuses are the system-wide call outcome codes VICIdial uses across every campaign and in-group to track and report on each lead.
Read postWhat are VICIdial languages?
VICIdial languages let you swap the wording on admin and agent web screens, from full translations to small phrasing tweaks.
Read postWhen to use a disclaimer soundboard in VICIdial
A disclaimer soundboard plays exact, approved legal or contractual wording on demand. Here is when a recorded disclaimer beats reading from a script.
Read postWhat are VICIdial screen colors?
Screen colors let you brand VICIdial with your own color scheme and logo across the admin, agent, and chat screens.
Read postVICIdial screen label ID rules explained
The Label ID for a VICIdial screen label has strict rules: 2 to 20 characters, no spaces, no special characters.
Read postHow to write a rebuttal script your agents will actually read
Build short, scannable objection-handling rebuttals into your VICIdial Script Text so agents have a ready answer mid-call.
Read postThe VICIdial Language Code field explained
The Language Code field maps a VICIdial Language to a browser code like en-us and can display a country flag next to it.
Read postHow "Hide Label in Call Logs" works in VICIdial
Hiding a field on the agent screen does not hide it in the agent call logs unless you set Hide Label in Call Logs to Y.
Read postAdmin vs agent vs chat screen colors in VICIdial
How VICIdial's three screen color pulldowns differ, when to theme each, and why the agent screen has one logo-related quirk.
Read postWhat is a VICIdial agent soundboard?
A VICIdial agent soundboard gives agents clickable buttons to play recorded audio to the customer, from short disclaimers to a full conversation.
Read postHow to reword phrases on the VICIdial agent screen
Use a VICIdial Language to reword just the agent screen phrases your team finds confusing, without touching the rest of the interface.
Read postHow to add a custom disposition in VICIdial
A step-by-step guide to adding a custom agent disposition in VICIdial using the System Statuses screen and its flags.
Read postVICIdial standard row background colors explained
What the five VICIdial standard row background colors do, their defaults, and why Standard Row 5 sits behind the agent logo after login.
Read postSetting the VICIdial frame background color
How to set the VICIdial frame background hex color, why it must stay light for black text, and the D9E6FE default to start from.
Read postHow to preview a VICIdial script before agents see it
VICIdial's Preview Script link lets you see exactly how a script looks in the agent screen, with all --A--field--B-- tokens replaced by sample data. Here is how to use it.
Read postHow to assign a script to a VICIdial campaign
Setting the Script field in Campaign Detail tells VICIdial which agent-screen script to load on every outbound call in that campaign. This guide walks through exactly where to find that field and what happens after you save.
Read postWhat the Script Name field does in a VICIdial script
The Script Name field gives each VICIdial script a short human-readable label, separate from its permanent ID. Learn what it accepts and why getting it right matters.
Read postHow to set the background color of a VICIdial script
The Script Color field controls the background color of the script panel in the VICIdial agent screen. You can use HTML-safe color names or pick one from the built-in color chooser.
Read postThe UK 72-hour drop-lockout rule and how to set Drop Lockout Time
Under UK OFCOM rules, you cannot attempt to re-contact a customer within 72 hours of an abandoned call. VICIdial's Drop Lockout Time field in Campaign Detail enforces this automatically.
Read postConfiguring the VICIdial agent screen: scripts, labels, colors, and dispositions explained
A complete guide to shaping what your agents see on a live call in VICIdial: how scripts work, the fields that define them, lead variables, colors, iframes, and how scripts attach to campaigns, lists, and in-groups.
Read postHow to add a new VICIdial script
Adding a VICIdial script requires setting a Script ID and Script Name before the form will save. This guide walks through every field in the Add Script screen so your first script saves correctly.
Read postWhat a Call Time definition is in VICIdial
A Call Time definition sets the days and hours VICIdial is allowed to dial outbound leads or accept inbound calls, based on the customer's local time zone. This post explains every field and the core logic behind the feature.
Read postHow to give agents multiple script tabs on one call
VICIdial can display more than one SCRIPT tab when both a campaign script and an in-group script apply to the same call. Here is when that happens and how to control it.
Read postHow to assign a script to a VICIdial inbound in-group
Inbound calls routed through a VICIdial in-group can display their own dedicated script to agents. This guide covers the In-Group Script field and why it matters for inbound operations.
Read postHow to drop a lead's name into your VICIdial script
Using VICIdial's --A--first_name--B-- and --A--last_name--B-- tokens, you can make every script greet the contact by name automatically. Here is exactly how to add it and what to watch out for.
Read postHow to attach state-specific call times to a Call Time definition
State Call Time Definitions let you override the default calling window for leads in specific states, so VICIdial automatically respects narrower state-level restrictions. This guide covers creating a State Call Time and linking it to a Call Time definition.
Read postHow to delete a VICIdial script safely
Deleting a VICIdial script is a two-step process to prevent accidents. Before you delete, check which campaigns reference the script — removing it without reassigning can break those campaigns.
Read postHow to add a new Call Time definition in VICIdial
This post walks through every field on the Add New Call Time screen in VICIdial, with practical guidance on naming, time-window values, and the permanent ID constraint you must plan for before saving.
Read postVICIdial script variables explained: how --A--field--B-- fills in lead data
VICIdial's --A--field--B-- syntax auto-populates lead and call data directly into a script's text when an agent opens a call. This post explains how the syntax works, which field names are available, and common mistakes to avoid.
Read postWhat a VICIdial script is and what agents see on a call
A VICIdial script is a configurable text panel displayed on the agent screen during a call, automatically filled with live lead data. Learn how scripts work, what agents actually see, and why they matter for call consistency.
Read postWhat ACTIVE, INACTIVE, and EXPIRED holiday status mean
VICIdial gives each Call Time Holiday one of three statuses — ACTIVE, INACTIVE, or EXPIRED — and only one of them actually triggers After Hours routing on the holiday date. Understanding the difference prevents costly misconfigurations.
Read postWhich lead fields you can pull into a VICIdial script
VICIdial lets you auto-populate agent scripts with dozens of live lead fields using --A--field--B-- tokens. This post lists every available field name and explains how each one works.
Read postHow to modify an existing VICIdial script
Modifying a VICIdial script is straightforward from the Scripts list — click the script's modification link and update any field except the Script ID. Use the Preview Script link to confirm changes before they go live.
Read postLimiting script access with the Admin User Group setting
The Admin User Group field on a VICIdial script restricts which admin users can view and modify it. The default --ALL-- grants access to every admin, but setting a specific group locks the script to that group only.
Read postHow to build an HTML VICIdial script
The VICIdial Script Text field accepts HTML, letting you structure agent scripts with formatted headings, bullet points, tables, and inline styles. This post covers how to build one effectively.
Read postWhy you can't rename a VICIdial Script ID after you create it
The VICIdial Script ID is permanent by design — it acts as a database key referenced by campaigns, groups, and logs. Changing it mid-stream would silently break those references, which is why you must delete and recreate to get a new ID.
Read postHow the UK OFCOM drop-rate calculation differs from the US
Since December 2015, OFCOM has allowed a different formula for counting dropped calls — one that factors out anticipated answering-machine drops. Here is how to enable it in VICIdial and why it matters.
Read postHow to assign a script to a single VICIdial list
A VICIdial list can carry its own Script setting that overrides the campaign-level script for every lead in that list. This post explains how and when to use it.
Read postWhat the Active flag on a VICIdial script controls
The Active flag on a VICIdial script determines whether campaigns can select it. Toggling it to inactive hides the script from campaign dropdowns without deleting it.
Read postPicking a VICIdial Script ID: the naming rules that trip people up
The Script ID rules in VICIdial are strict and the ID cannot be changed after creation. Get the format right the first time — no spaces, no punctuation, 2–20 characters — and use a naming scheme that will still make sense when you have 50 scripts.
Read postWhat Call Time Holidays are and when to use them
Call Time Holidays are one-day (or partial-day) rules attached to a Call Time definition that reroute inbound calls to an After Hours option during a named holiday. This post explains the feature, its fields, and when it makes sense to use it.
Read postWhat IGNORENOSCROLL does on a VICIdial script tab
IGNORENOSCROLL is a special variable you add to a VICIdial script to force scroll bars on the script tab when an iframe is present. Without it, content below the panel height is unreachable.
Read postUsing the Script Comments field to track script changes
The Script Comments field gives you up to 255 characters to document what changed in a VICIdial script and why. Used consistently, it acts as a lightweight changelog visible to every admin.
Read postHow to embed an iframe inside a VICIdial script
You can embed an iframe in the VICIdial Script Text field to load an external page inside the agent's SCRIPT tab, with live lead data passed as URL parameters using --A--field--B-- tokens.
Read postHow to set up the 24-Hour Call Count Limit for Florida
Florida's mini-TCPA caps outbound sales calls at three per phone number in any 24-hour window. This guide shows exactly how to configure the 24-Hour Call Count Limit feature in VICIdial to stay compliant.
Read postHow to set up OREKA recording with server twinning
Step-by-step guide to configuring VICIdial for OREKA (CallMiner Record) recording using the required two-server twinning topology.
Read postCampaign Rec Filename: every variable you can use
The Campaign Rec Filename field builds the name of each saved recording from a set of variables. Here is the full list and how each one resolves.
Read postHide Customer Hangup Button: removing Hangup Customer and Hangup Both from the agent screen
The Hide Customer Hangup Button setting removes the Hangup Customer and Hangup Both buttons. Here is exactly what it hides and when it is the right call.
Read postPOST recording filename variables explained (POSTVLC, POSTSTATUS)
POST recording variables rename a file after the call is over, pulling values like disposition status into the filename. Here is how POSTVLC, POSTSP, POSTARRD3, and POSTSTATUS work.
Read postWhat Routing Initiated Recording does and when to enable it
Routing Initiated Recording lets the call routing script start recording instead of the agent screen. Here is what it does, its requirements, and when it helps.
Read postHow to enable stereo call recording on a campaign
Turning on stereo recording is two settings: pick a channel mode and give it a filename. Here is the exact order to do it in, plus the filename rule that trips most people up.
Read postdial_override on the transfer API: dialing an exact number with no prefix
The dial_override flag tells the transfer API to dial exactly the number you pass, skipping the campaign dial prefix and phone code. Here is when that matters.
Read postConf File Templates: Reusing Carrier Configuration
Stop pasting the same allow/disallow and codec lines into every carrier and phone. Conf File Templates let you define a block once and point everything at it.
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