The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
How a Phone Alias Keeps Agents Online When a Dialer Fails
When a VICIdial server fails, agents on a phone alias just log out and back in to land on a healthy dialer - no credential changes.
What a Phone Alias Is and Why Hot-Desking Needs One
A phone alias is one login that maps to several VICIdial phones across servers, so agents land on the least-loaded dialer automatically.
How to find call recordings for a single phone
The Phone Call Recordings link jumps to the User Stats report for whoever used the phone, with their call stats and recordings.
How Phone Aliases Balance Agents Across Servers
Phone aliases spread agents evenly across a VICIdial cluster by sending each login to the dialer with the fewest local agents.
Active Account vs Status on a VICIdial phone
VICIdial phones have both an Active Account toggle and a Status field, and they do different jobs. Here is how each one affects whether the phone works.
What the Admin User Group does on a phone entry
The Admin User Group field restricts which admin users can view a VICIdial phone entry. Here is what it controls and how the default ALL setting works.
What the Allowed Codecs field does on a VICIdial phone
The Allowed Codecs field sets the audio codecs a VICIdial phone may use. Here is what it does, the format it expects, and when to leave it blank.
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 protect phone settings with a conf file template
Use a conf file template to lock the Asterisk settings behind your VICIdial phone entries so a careless edit can't break registration.
How to update or delete a phone with the API
The update_phone function edits an existing VICIdial phone or removes it entirely - same endpoint, one flag decides which.
Why Every Phone in an Alias Needs the Same Login Password
A phone alias only works if all its phones share one login password - here is why that rule exists and what breaks when you ignore it.
How to create a phone alias with the add_phone_alias API
A phone alias groups several phone logins under one name so a single login can ring a set of phones. Here is how to create one over the API.
What Alias ID and Phones Logins List Mean
The two fields that define a VICIdial phone alias: the Alias ID agents type to log in, and the Phones Logins List that routes them.
When to use Conf Override Settings on a phone
Conf Override Settings lets one VICIdial phone carry custom Asterisk config - but only when no template is set and conf generation is on.
How to add a phone with the add_phone API
Add a VICIdial phone entry over HTTP with the add_phone function - required fields, protocol options, and the responses you get back.
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.
How to set Local GMT on a VICIdial phone
Local GMT tells VICIdial the time-zone offset of a phone's location so customer and local times display correctly. Here is how to set it.
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.
How to add many phones at once in VICIdial
Loop the add_phone API over a list of extensions to create dozens of phones at once, then run one refresh to make them all live.
How to set up a voicemail box on a VICIdial phone
Set the Voicemail Box field on a phone entry so unanswered calls record a message and the agent's VOICEMAIL button works.
How to Set Up Phone Aliases, Step by Step
A walkthrough for building VICIdial phone aliases: create matching phones on each dialer, then tie them together with one alias login.
Why Local GMT must ignore daylight saving time
The Local GMT field on a VICIdial phone must use the standard-time offset and never adjust for daylight saving. Here is why, and what breaks if you do.
What the Phone Context field does
Phone Context is the dialplan context a phone uses to dial out. Default is default. Setting it to a fake context blocks the phone from dialing on its own.
Call-In login vs system-calls-you login
Two ways to connect an agent's audio in VICIdial: dial in and authenticate, or have the system ring your registered phone. Here is when to use each.