The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
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 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.
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 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.
How 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.
What 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.
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.
How 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.
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.
How 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.
What 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.
How 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.
How 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.
How 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.
Why 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.
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.
How 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.
How 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.
How 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.
How 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.
How to add a VICIdial voicemail box
Walk through the ADD A NEW VOICEMAIL ENTRY screen, the five fields you actually need, and when a general voicemail box is the right tool.
The "allow greeting chooser" voicemail setting
VICIdial's Allow Voicemail Greeting Chooser flag is the system switch that lets each voicemail box pick a custom greeting — or stay locked to the default. Here is what it controls.
How to set up voicemail-to-email in VICIdial
The optional email field on a voicemail box sends each message to an inbox. Here's what gets delivered, how to enable it, and why it's handy.
What is the VICIdial audio store?
The audio store is the one place you upload prompts so they reach every VICIdial server. Here is what it does and why it matters.