ivr
35 posts.
How to migrate from Genesys to VICIdial
Genesys Cloud and PureConnect are powerful enterprise platforms, but licensing costs are steep and IVR flows are tightly coupled to the platform. This guide explains how to plan a migration to VICIdial without losing your routing logic.
Read postHow to migrate from NICE CXone to VICIdial
NICE CXone is one of the most feature-rich contact center platforms available, which also makes it one of the most expensive and complex to migrate away from. This guide covers the planning, data export, and cutover process for teams moving to VICIdial.
Read postHow to Use the cm_phonesearch.agi Call Menu Script
cm_phonesearch.agi matches an inbound caller's phone number against vicidial_list and routes the call to the in-group tied to the best matching lead.
Read postHow to Use the cm_lookup.agi Call Menu Script
cm_lookup.agi searches your vicidial_list records from inside a Call Menu and routes the call based on whether a match is found.
Read postHow to Use the cm_areacode.agi Call Menu Script
cm_areacode.agi reads the caller's area code, resolves it to a US state, and routes the call to the matching DID so inbound calls reach the right regional team.
Read postHow to Use the cm_dnc.agi Call Menu Script
cm_dnc.agi lets a VICIdial Call Menu mark an inbound caller's number as DNC or NI without agent involvement, then routes the call onward.
Read postHow to read the Outbound IVR Report
The Outbound IVR Report breaks survey-campaign calls down by the path each caller took through your call menu, with totals, drops, and timing per route.
Read postHow to export Outbound IVR call data
The Outbound IVR Export Report pulls the call-level detail behind your IVR campaigns, including the exact responses callers selected in the menu.
Read postHow to Read the VERM Call Detail Report in VICIdial
Understand the VERM Call Detail report: the per-call fields it shows, the IVR events panel, and how to drill from a status into one single call.
Read postHow to Read the VICIdial Inbound IVR / Callmenu Report
The Inbound IVR / Callmenu Report shows the paths callers took through your call menus and where they ended up. Here is how to read each path, drop count, and timing column.
Read postWhat the VERM IVR Goals report shows
The VERM IVR Goals report lists every goal calls reached and the exact path used to get there, with call-length stats. Here is how to read it.
Read postVERM IVR traversal paths explained
A VERM IVR traversal path is the chain of menus and keypresses a call followed. Here is how to read those paths and use them to fix confusing prompts.
Read postHow to read the VERM IVR Stats report
The VERM IVR Stats report shows the prompt paths your inbound calls followed and how many reached a queue versus hung up. Here is how to read every column.
Read postThe IVR Recording Verification AGI explained (3rd-party verify)
VICIdial's IVR_recording_verification AGI automates 3rd-party consent recording: it walks callers through a scripted IVR and logs all responses to the vicidial_ivr database table.
Read postThe recording AGIs explained: NVA, IVR verification, VICIrecGateway
A plain-English tour of the three recording AGIs in VICIdial — NVA_recording, IVR_recording_verification, and VICIrecGateway — and when to reach for each one.
Read postUsing AXFER to blind-transfer a customer into an AGI or IVR
AXFER in the number-to-dial field lets an agent push a customer straight into an AGI script or IVR with no live party on the far end. Here is how it is wired.
Read postDTMF logging in a call menu
How to record which keypad option a caller pressed in a VICIdial call menu and store it on the lead.
Read postIVR keypress does nothing: debugging call-menu options
A caller presses a number in your phone menu and nothing happens. Here is how to find which call-menu setting is eating the keypress.
Read postTrack Calls in Real-Time: monitoring IVR usage
See how callers move through your phone menu live, and turn on the logging that tells you which options they actually press.
Read postRouting a call menu option to an in-group
Set up a menu option so a keypress drops the caller into the right inbound queue, with all the routing fields that matter.
Read postHow to add a call menu to an inbound DID
Send callers on your main number to a recorded menu so they can pick sales, support, or another route themselves.
Read post"If you know your party's extension": AGENTDIRECT dialing
Let callers reach a specific agent by typing their ID, with a fallback to voicemail when the agent is busy.
Read postHow to build a multi-level IVR with nested menus
Chain phone menus into a layered IVR so callers can drill from a main menu into focused sub-menus.
Read postMenu Time Check: time-based IVR routing
Restrict a phone menu to set hours so callers get the right path during the day and after hours.
Read postMenu options: mapping a keypress to a destination
How each key on your phone menu is mapped to a destination like a queue, another menu, or a hangup.
Read postMenu Repeat: replaying the menu
Control how many times your phone menu replays when a caller does not make a valid choice.
Read postMenu Invalid Prompt: handling a wrong keypress
What plays when a caller presses a key your phone menu does not recognize, and how to guide them back.
Read postMenu Timeout and Timeout Prompt explained
How long a phone menu waits for a key press, and what plays when the caller stays silent.
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.
Read postHow to copy a call menu
Clone an existing VICIdial call menu in one step, then change only the options that differ, instead of rebuilding the IVR from scratch.
Read postHow to add a call menu
Step-by-step setup for a new VICIdial call menu: naming rules for the Menu ID, the greeting prompt, and wiring keypresses to destinations.
Read postWhat a call menu (IVR) is in VICIdial
A plain explanation of VICIdial call menus: the press-1-for-sales IVR that greets callers and routes them where they need to go.
Read postHow to point a DID at a call menu
Send a single inbound number into a recorded press-one menu so callers route themselves to the right queue.
Read postVICIdial inbound call handling: the complete guide
A plain-English walkthrough of inbound calling in VICIdial: in-groups, hold music and place-in-line, in-queue callback, overflow and after-hours routing, no-agent handling, DIDs, call menus (IVR), filter phone groups, and what to check when calls go wrong.
Read postAfter Hours Action: routing calls outside business hours
When a call lands outside your business hours, it should not just ring forever. The After Hours Action setting decides what happens: a message, voicemail, another line, or a clean hangup. Here are your options.
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