voicemail
35 posts.
What VM Message Groups give agents on a voicemail drop
VM Message Groups let agents pick from a ranked, time-aware list of pre-recorded messages to leave when transferring a call to voicemail.
Read postWhat the On-Hook Agent setting on a Remote Agent does
On-Hook Agent makes VICIdial call the remote agent first before bridging the customer — preventing callers from being sent straight to voicemail.
Read postWhat the On-Hook Ring Time setting on a Remote Agent does
On-Hook Ring Time sets how long VICIdial waits for a remote agent to answer before trying another agent — and why you should set it below voicemail threshold.
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 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 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 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 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 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 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 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 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 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 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 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 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 set up a voicemail box on a VICIdial phone
Set the Voicemail Box field on a phone entry so unanswered calls record a message and the agent's VOICEMAIL button works.
Read postHow to find call recordings for a single phone
The Phone Call Recordings link jumps to the User Stats report for whoever used the phone, with their call stats and recordings.
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 postThe Leave-VM transfer button: sending a customer to your voicemail message
The Leave-VM button blind transfers the customer to a campaign-defined voicemail message so a recorded prompt plays without tying up an agent.
Read postSending a DID straight to voicemail
How to point a VICIdial DID at a voicemail box so calls go to recorded messages instead of agents.
Read postWelcome Message: greeting inbound callers
A welcome message greets callers the moment they land in your queue. Setting it is one field, but it blocks the call from reaching an agent until it finishes. Here is how to use it without adding dead air.
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