The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
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.
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.
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 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.
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 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.
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 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 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.
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 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.
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 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.
Why 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.
How 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.
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.
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.
The VICIdial voicemail timezone (zone) setting
Every VICIdial voicemail box can carry its own timezone. The Voicemail Zone field decides what local time gets stamped on each message - here is how it works and why it matters.
How to check VICIdial voicemail by phone
Dial in to a VICIdial voicemail box, enter the ID and password, and step through the message menu to listen, save, and delete.
The VICIdial voicemail greeting chooser
VICIdial lets a voicemail box play a specific recorded greeting pulled from the audio store. Here is the Voicemail Greeting field, how it picks an audio file, and what has to be on first.
Per-phone voicemail boxes in VICIdial explained
Every Phones entry in VICIdial already has its own voicemail box. Here is how those auto-created boxes differ from the general boxes you add by hand.