The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
VICIdial soundboard button types explained
The four Type values for a VICIdial soundboard entry, what each one does on the agent screen, and how head2r spans columns.
How to let agents pick their language in VICIdial
Give VICIdial agents the option to choose their screen language at login, and learn the other places a user's language can be set.
How to add a screen label template in VICIdial
A step-by-step walkthrough for creating a new screen label template and attaching it to a VICIdial campaign.
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.
Human vs system statuses in VICIdial
What the human_answered flag really means, how it differs from the broader idea of system statuses, and why it drives your drop rate.
Admin vs agent vs chat screen colors in VICIdial
How VICIdial's three screen color pulldowns differ, when to theme each, and why the agent screen has one logo-related quirk.
What are VICIdial screen labels?
Screen labels let you rename, hide, or lock the default agent screen fields on a per-campaign basis in VICIdial.
What is a VICIdial agent soundboard?
A VICIdial agent soundboard gives agents clickable buttons to play recorded audio to the customer, from short disclaimers to a full conversation.
What are VICIdial screen colors?
Screen colors let you brand VICIdial with your own color scheme and logo across the admin, agent, and chat screens.
How to recolor the VICIdial agent screen
How to give the VICIdial agent screen its own palette and logo using a screen color template assigned through Agent Screen Colors.
How to hide a field on the VICIdial agent screen
Set a field label to ---HIDE--- on a VICIdial screen label template to remove both the label and the field from the agent screen.
How to add a logo to the VICIdial screen
How to add a custom logo to the VICIdial admin and agent screens, including the right image size, format, and where it appears after login.
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 standard row background colors explained
What the five VICIdial standard row background colors do, their defaults, and why Standard Row 5 sits behind the agent logo after login.
What "Agent Selectable" does on a VICIdial status
Agent Selectable decides whether a VICIdial status appears as a pickable disposition on the agent screen. Here is exactly what it controls.
The UK 72-hour drop-lockout rule and how to set Drop Lockout Time
Under UK OFCOM rules, you cannot attempt to re-contact a customer within 72 hours of an abandoned call. VICIdial's Drop Lockout Time field in Campaign Detail enforces this automatically.
What the UK TPS and CTPS lists are and how to filter against them
The Telephone Preference Service and Corporate Telephone Preference Service are the UK's opt-out registries for consumer and business numbers. Outbound dialers must filter against both before placing calls.
What the Active flag on a VICIdial script controls
The Active flag on a VICIdial script determines whether campaigns can select it. Toggling it to inactive hides the script from campaign dropdowns without deleting it.
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.
What UK call-center rules (OFCOM) mean for dialers
UK OFCOM telemarketing rules share much with US FTC rules but differ in key ways — including how drop rates are calculated and how abandoned calls are treated. Here is what outbound dialers need to know.
Camp script vs in-script: which VICIdial script wins on a call
VICIdial stores two script references on every call — camp_script from the campaign and in_script from the in-group. Understanding which one the agent sees prevents blank SCRIPT tabs and confused agents.
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.
What IGNORENOSCROLL does on a VICIdial script tab
IGNORENOSCROLL is a special variable you add to a VICIdial script to force scroll bars on the script tab when an iframe is present. Without it, content below the panel height is unreachable.
How to embed an iframe inside a VICIdial script
You can embed an iframe in the VICIdial Script Text field to load an external page inside the agent's SCRIPT tab, with live lead data passed as URL parameters using --A--field--B-- tokens.