The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
How to translate the VICIdial agent screen
Translate the VICIdial agent screen by creating a Language, populating agent phrases, and supplying your own translated text.
How to write a rebuttal script your agents will actually read
Build short, scannable objection-handling rebuttals into your VICIdial Script Text so agents have a ready answer mid-call.
How to add a language in VICIdial
A field-by-field walkthrough of adding a new Language in VICIdial, from the Language ID rules to setting Active to Y.
How to wire a soundboard to a VICIdial script
A soundboard only appears to agents once you embed it in a script. Here is the iframe snippet and how the soundboard_id ties the two together.
How to add audio buttons to a VICIdial soundboard
Audio buttons are the heart of a VICIdial soundboard. Here is how to add each one with its filename, name, rank, type, and level.
How to add a screen color template in VICIdial
Step-by-step instructions for adding a new screen color template in VICIdial, including the ID rules, hex defaults, and logo field.
VICIdial soundboard Rank and Horz explained
How the Rank and Horz fields set the vertical and horizontal order of buttons on a VICIdial agent soundboard.
The VICIdial soundboard Audio Display field explained
What FILE, NAME, and HIDENUMBERS do in the VICIdial soundboard Audio Display field, and how to combine them for clear buttons.
How to modify a VICIdial status
How to safely modify an existing VICIdial system status, what each flag changes, and why edits ripple across every campaign.
How to make a VICIdial agent field required
Force agents to fill a lead field on every call before they can hang up, using the REQUIRED option on a VICIdial screen label.
The VICIdial soundboard API user explained
The soundboard API user is the account that actually triggers a VICIdial soundboard's audio. Here is why it should be a dedicated, reduced-permission user.
What the human_answered flag does on a VICIdial status
The human_answered flag on a VICIdial status feeds your drop percentage math. Here is exactly what setting it to Y changes.
How to rename agent screen fields in VICIdial
Rename the default agent screen fields in VICIdial by typing new wording into the 19 field labels on a screen label template.
VICIdial web logo upload rules
The exact VICIdial web logo upload rules: filename prefix, images directory, supported formats, and the 170x45 standard size.
When to use a disclaimer soundboard in VICIdial
A disclaimer soundboard plays exact, approved legal or contractual wording on demand. Here is when a recorded disclaimer beats reading from a script.
How to add an agent soundboard in VICIdial
A step-by-step walkthrough of adding a new agent audio soundboard in VICIdial, from the Soundboard ID through the API credentials and Active flag.
Setting the VICIdial frame background color
How to set the VICIdial frame background hex color, why it must stay light for black text, and the D9E6FE default to start from.
How "Hide Label in Call Logs" works in VICIdial
Hiding a field on the agent screen does not hide it in the agent call logs unless you set Hide Label in Call Logs to Y.
What the Sale flag on a status does to your reports
The Sale flag on a VICIdial status decides whether that disposition counts toward total sales in your reports. Here is how it works.
How to add a custom disposition in VICIdial
A step-by-step guide to adding a custom agent disposition in VICIdial using the System Statuses screen and its flags.
VICIdial alternate row background colors explained
What VICIdial alternate row background colors are for, their green defaults, and how they differentiate sections from the standard rows.
How to populate VICIdial language phrases
The Populate Language option seeds a new VICIdial language with agent, admin, or all gathered phrases so you are not translating from a blank slate.
How to reword phrases on the VICIdial agent screen
Use a VICIdial Language to reword just the agent screen phrases your team finds confusing, without touching the rest of the interface.
Finding which campaigns use a VICIdial screen label
The Campaigns Using This Screen Label list shows every campaign currently assigned a given screen label so you can edit it safely.