The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
How to read lead data aloud with TTS variables
Drop lead variables like --A--first_name--B-- into a VICIdial TTS entry to read a caller's own details back to them in the generated audio.
How 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.
What 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.
What ingroup_grade_random does for email distribution
The grade-random methods give higher-graded agents a better chance of getting the next email without ever guaranteeing they receive it.
How to modify an existing VICIdial Email Group
Which fields on a VICIdial Email Group you can change after creation, which one is locked forever, and how to edit them safely.
What Cepstral is and why VICIdial TTS needs it
Cepstral is the text-to-speech engine that turns VICIdial prompt text into spoken audio, with SSML control over pronunciation, pitch, and volume.
What Queue Priority does when agents handle calls and email
Queue Priority decides whether an email group's items get answered ahead of calls and other groups when an agent is logged into more than one.
What the Web Form buttons on an Email Group do
The three Web Form fields on a VICIdial Email Group launch custom web addresses from buttons on the agent screen - here is how to wire them up.
How 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.
What Email Group Rank, Grade, and Email Count mean
Rank, grade, and email count are the three per-agent numbers that decide who gets the next email on an inbound email group, and they each work differently.
What 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.
How to pick a voice for Text-to-Speech
The TTS Voice setting decides which Cepstral voice reads your text aloud. Here is what it controls and why the default is Allison-8kHz.
What 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.
How Next Agent Email decides who gets the next email
The Next Agent Email setting on an email group picks which available agent gets the next inbound email, with about a dozen ordering methods to choose from.
What 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.
How to use a TTS entry in a campaign audio field
Replace any campaign audio prompt with a text-to-speech entry by typing TTS followed by the entry id into the audio field.
How to mix TTS with recorded audio in one prompt
Drop audio tags into a VICIdial TTS entry to play recorded WAV files alongside spoken lead data inside the same prompt.
How to control TTS pronunciation with SSML
SSML lets you tell VICIdial's text-to-speech engine how to say numbers, letters, and account IDs instead of guessing the pronunciation.
What the three Cepstral licenses are for
Integrating Cepstral TTS with VICIdial means buying three licenses - Voice, Channel, and Save-to-file - each sold on a different basis.
How 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.
How 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.
What 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.
What 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.
Where 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.