The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
How to assign screen colors in VICIdial
How to assign saved screen color templates in VICIdial using the three System Settings pulldowns for admin, agent, and chat screens.
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.
What are VICIdial system statuses?
System statuses are the system-wide call outcome codes VICIdial uses across every campaign and in-group to track and report on each lead.
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 to make a VICIdial agent field read-only
Set a field label to ---READONLY--- on a VICIdial screen label template so agents can see the field but cannot edit it.
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.
Setting script width and height in VICIdial
Use the script_width and script_height dynamic variables to control how big the script frame renders on the VICIdial agent screen.
What are VICIdial languages?
VICIdial languages let you swap the wording on admin and agent web screens, from full translations to small phrasing tweaks.
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.
VICIdial web logo upload rules
The exact VICIdial web logo upload rules: filename prefix, images directory, supported formats, and the 170x45 standard size.
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.
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 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.
The VICIdial soundboard Audio Store requirement
Why every VICIdial soundboard button needs its Audio Filename present in the Audio Store, and how the filename field works.
The VICIdial Language Code field explained
The Language Code field maps a VICIdial Language to a browser code like en-us and can display a country flag next to it.
How to drop a lead's name into your VICIdial script
Using VICIdial's --A--first_name--B-- and --A--last_name--B-- tokens, you can make every script greet the contact by name automatically. Here is exactly how to add it and what to watch out for.
How to give agents multiple script tabs on one call
VICIdial can display more than one SCRIPT tab when both a campaign script and an in-group script apply to the same call. Here is when that happens and how to control it.
What a VICIdial script is and what agents see on a call
A VICIdial script is a configurable text panel displayed on the agent screen during a call, automatically filled with live lead data. Learn how scripts work, what agents actually see, and why they matter for call consistency.
How to assign a script to a VICIdial inbound in-group
Inbound calls routed through a VICIdial in-group can display their own dedicated script to agents. This guide covers the In-Group Script field and why it matters for inbound operations.
Using the Script Comments field to track script changes
The Script Comments field gives you up to 255 characters to document what changed in a VICIdial script and why. Used consistently, it acts as a lightweight changelog visible to every admin.
VICIdial script variables explained: how --A--field--B-- fills in lead data
VICIdial's --A--field--B-- syntax auto-populates lead and call data directly into a script's text when an agent opens a call. This post explains how the syntax works, which field names are available, and common mistakes to avoid.
How to modify an existing VICIdial script
Modifying a VICIdial script is straightforward from the Scripts list - click the script's modification link and update any field except the Script ID. Use the Preview Script link to confirm changes before they go live.
Picking a VICIdial Script ID: the naming rules that trip people up
The Script ID rules in VICIdial are strict and the ID cannot be changed after creation. Get the format right the first time - no spaces, no punctuation, 2–20 characters - and use a naming scheme that will still make sense when you have 50 scripts.
What Canada's CRTC telemarketing rules mean for dialers
Canada's CRTC telemarketing rules took effect in September 2008, modeled closely on the US FTC Telemarketing Sales Rule but with key differences around calling hours, disclosures, and DNC record-keeping. Here is what VICIdial operators need to know.