The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
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.
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.
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.
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.
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.
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.
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.
The VICIdial "delete vmail after email" setting
This optional flag removes a message from the box once it's emailed out. Here's the retention trade-off and when to switch it on.