The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
How to Build Click-to-Dial With the VICIdial Agent API
The VICIdial Agent API's external_dial function lets your web app or CRM trigger an outbound call on an agent's live session with a single HTTP request.
How to Record a VICIdial Audio Prompt by Phone
Step-by-step walkthrough for recording a new audio prompt in VICIdial by dialing extension 8168 from any phone connected to your server.
The VICIdial 8168 Record-Prompt Extension Explained
Extension 8168 is VICIdial's built-in phone-based audio recorder - here is exactly what it does, how the dialplan context works, and when to use it.
How 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.
How to Blind-Monitor a VICIdial Agent by Session ID
Dial 0 plus the agent's session ID to silently listen to a live call, or use extension 8162 to roam between agents without hanging up.
Detecting answering machines with VD_amd.agi
VD_amd.agi runs after Asterisk's AMD application on outbound calls, routing the call to an agent if a human answered or dropping it cleanly if a machine was detected.
Capturing key presses with agi-dtmf.agi
agi-dtmf.agi plays DTMF tones or signals stored in the callerid field, supporting digits, letters translated to dialpad equivalents, pauses, and a signal-only mode.
Letting agents dial in with agi-AGENT_dial_in.agi
Understand how agi-AGENT_dial_in.agi lets VICIdial agents establish their phone connection by dialing in and entering their user ID and passcode.
Recording IVR prompts over the phone with agi-record_prompts.agi
agi-record_prompts.agi lets you record audio prompts by dialing a phone extension, choosing the format, and saving files that IVR dialplans can play back immediately.
Silent agent monitoring with agent_monitor.agi
agent_monitor.agi lets supervisors silently listen to a live VICIdial agent session by dialing an extension - no agent interaction needed.
Changing the agent's active lead with switch_lead
Learn how the switch_lead Agent API function swaps the lead record on an agent's screen during a live inbound call without losing associated logs.
Reading the inbound queue depth with calls_in_queue_count
The calls_in_queue_count Agent API function returns the number of inbound calls waiting that could be routed to a specific agent, giving external systems a real-time queue signal.
Pulling a fronter off a 3-way with force_fronter_leave_3way
The force_fronter_leave_3way Agent API function lets a closer's system command the original fronter to drop out of a three-way transfer call without any manual action.
Queueing a voicemail with the vm_message function
The vm_message Agent API function lets you pre-load a custom voicemail audio file for an agent to drop with one click when a call reaches an answering machine.
IVR-driven verification surveys with agi-IVR_recording_verification.agi
agi-IVR_recording_verification.agi runs a fully automated third-party verification IVR - collecting yes/no key presses, recording the session, and logging to vicidial_ivr.
Setting a pause reason with the pause_code function
The pause_code Agent API function lets your system stamp a reason code on a paused agent's session, giving supervisors accurate break and wrap-up data in their reports.
How agi-DID_route.agi sends inbound calls where they belong
Learn how agi-DID_route.agi reads the dialed number on an inbound call and routes it to the right in-group, call menu, or destination based on per-DID settings.
Per-area-code caller ID with agi-VDADselective_CID.agi
agi-VDADselective_CID.agi runs before each outbound call is placed and selects a caller ID number based on the lead's area code, improving local-number matching for outbound campaigns.
Least-cost routing of outbound calls with agi-LCR-Route.agi
Learn how agi-LCR-Route.agi looks up the cheapest carrier for each outbound call by NPANXX prefix and sets the LCRTRUNK dialplan variable before dialing.
Recording non-agent calls with agi-NVA_recording.agi
agi-NVA_recording.agi records calls that bypass the VICIdial agent screen, logging them to user_call_log or call_log and optionally searching vicidial_list for the dialed number.
How to attach an AGI script to a call menu
VICIdial call menus accept AGI scripts as actions, letting you add database-driven routing and custom logic without editing extensions.conf directly.
Setting channel variables with agi-set_variables.agi
Learn how agi-set_variables.agi exposes every vicidial_list field as a dialplan channel variable before an outbound call hits the trunk.
Stopping a fronter's audio with force_fronter_audio_stop
Learn how the force_fronter_audio_stop Non-Agent API function stops audio playback on a fronter's active agent session during a transferred call.
What agi-VDAD_ALL_outbound.agi does on the outbound side
agi-VDAD_ALL_outbound.agi consolidates eight separate outbound transfer scripts, routing answered outbound calls to agents or running survey, broadcast, and reminder campaigns.