The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
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.
New vs old messages in VICIdial voicemail
VICIdial tracks new and old message counts per box, moving a message from new to old the moment you listen to it. Here is what that split means.
How to set up the VICIdial audio store
Turn on central sound control, point it at your web server, and get your first prompt into the audio store. A short walkthrough.
How to modify a VICIdial voicemail box
The modify screen shows far more than the add form. Here's the full field set, why it appears only after saving, and what each option controls.
Audio, voicemail, and text-to-speech in VICIdial explained
A hub guide to how VICIdial handles voicemail boxes, the audio store, prompt formats, and text-to-speech, with pointers to every setting you will touch.
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.
VICIdial audio: GSM vs WAV
Both formats play fine in VICIdial. GSM is smaller, WAV is higher quality. Here is how to decide which to use for a given prompt.
VICIdial audio store file formats
VICIdial accepts exactly two prompt formats. Here are the precise specs and why anything else gets rejected with a red warning.
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 voicemail options field
VICIdial's Voicemail Options field is a freeform escape hatch for advanced mailbox behavior. Here is what it is, what you can pass through it, and the honest warning that comes with it.
The VICIdial voicemail ID and password fields
What the voicemail box ID and password are really for, the rules they have to follow, and how someone dials in to check messages with them.
How to upload an audio prompt in VICIdial
The exact steps to push a prompt into the VICIdial audio store: naming, the upload, format validation, and where the file ends up.
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.
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.
VICIdial voicemail when no agent is available
When no agent can take a call, route it to a VICIdial voicemail box so the caller can leave contact information for follow-up instead of hitting a dead end.
Using a VICIdial voicemail box as a message drop
The most common use of a general VICIdial voicemail box is a message drop that captures calls from one DID or Call Menu. Here is how to set one up.
Routing a DID or call menu to VICIdial voicemail
Point an inbound DID or a Call Menu option at a VICIdial voicemail box to catch after-hours and overflow calls without an agent on the line.
The VICIdial voicemail Active setting
The Active Y/N flag decides whether a box accepts and gives access to messages at all. Here's exactly what disabling it does.
Show voicemail on the VICIdial summary screen
VICIdial can surface a voicemail box's message counts right on the admin summary page. Here is the Show VM on Summary Screen setting, what it shows, and why you'd watch it.
How to convert audio for VICIdial
Turn an MP3 or a 48k stereo recording into a VICIdial-ready prompt with one sox or ffmpeg command. The exact flags and why each one is there.
The VICIdial voicemail admin user group
VICIdial can scope a voicemail box to a single admin user group, so only the right admins can see it. Here is the Admin User Group field and how it keeps multi-tenant setups separate.
How to email a phone's voicemail to the agent
Fill the Email field on a VICIdial phone entry and voicemail messages are sent to that address, with an option to delete the local copy after.
What Unavailable Dialplan Forward does on a VICIdial phone
Unavailable Dialplan Forward sends an unanswered call to another extension instead of dropping it into the phone's voicemail box.
How to safely delete a VICIdial phone entry
Deleting a VICIdial phone is a deliberate two-step confirmation, and it only works with a user account that has delete permission.