The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
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 export or purge a lead's data for a GDPR request
When a GDPR right-of-access or right-to-erasure request arrives, VICIdial's Modify Lead page gives you the tools to download or permanently delete all data for that lead. Here is exactly how to use them.
How to preview a VICIdial script before agents see it
VICIdial's Preview Script link lets you see exactly how a script looks in the agent screen, with all --A--field--B-- tokens replaced by sample data. Here is how to use it.
How to assign a script to a VICIdial campaign
Setting the Script field in Campaign Detail tells VICIdial which agent-screen script to load on every outbound call in that campaign. This guide walks through exactly where to find that field and what happens after you save.
Who is affected by GDPR, even outside the EU
GDPR applies to any organization that collects or processes personal data of EU residents, regardless of where the organization is based. Call centers outside Europe are not automatically exempt.
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.
How to build an HTML VICIdial script
The VICIdial Script Text field accepts HTML, letting you structure agent scripts with formatted headings, bullet points, tables, and inline styles. This post covers how to build one effectively.
What TCPA and Litigator Scrub filtering through DNC.COM covers
DNC.COM's TCPA scrub and Litigator Scrub are two distinct filters that protect call centers from autodialer consent violations and lawsuit exposure. Here is what each one does and why both matter.
Configuring the VICIdial agent screen: scripts, labels, colors, and dispositions explained
A complete guide to shaping what your agents see on a live call in VICIdial: how scripts work, the fields that define them, lead variables, colors, iframes, and how scripts attach to campaigns, lists, and in-groups.
How to add a new Call Time definition in VICIdial
This post walks through every field on the Add New Call Time screen in VICIdial, with practical guidance on naming, time-window values, and the permanent ID constraint you must plan for before saving.
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.
What Washington's mini-TCPA means for your campaigns
Washington's HB-1497, effective June 2022, extends beyond sales calls to cover any organization soliciting for money, requires caller identification within 30 seconds, and mandates ending a call within 10 seconds when requested. Here is what VICIdial operators need to configure.
Canada's calling hours and DNC record-keeping rules explained
Canadian telemarketing rules impose strict calling windows — 9 am to 9:30 pm on weekdays and 10 am to 6 pm on weekends — and require businesses to retain internal DNC entries for 3 years and 31 days. This post explains both requirements and how to configure VICIdial to meet them.
What Canada's DNCL is and how it differs from the US DNC list
Canada's National Do Not Call List (DNCL) is the Canadian counterpart to the US federal DNC registry, but the two systems have meaningful differences in scope, exemptions, and record-keeping obligations. This post breaks down what dialer operators need to know.
How to delete a VICIdial script safely
Deleting a VICIdial script is a two-step process to prevent accidents. Before you delete, check which campaigns reference the script — removing it without reassigning can break those campaigns.
What Oklahoma's mini-TCPA means for your campaigns
Oklahoma's HB-3168, in effect since November 2022, bans most automated sales calls, caps contacts at 3 per number per 24 hours, and prohibits voice-alteration technology. Here is what that means for VICIdial operators.
How to assign a script to a single VICIdial list
A VICIdial list can carry its own Script setting that overrides the campaign-level script for every lead in that list. This post explains how and when to use it.
Maine's Reassigned Number Law (LD 2234)
Maine's 2024 law LD 2234 requires telephone solicitors to use the Reassigned Number Database to verify a number was not reassigned before making a sales call.
VSPs and STIR/SHAKEN Certificates
Voice Service Providers must hold their own registered STIR/SHAKEN certificates for calls originating on their networks, even with a third-party upstream.
Telemarketing-Prohibited Holidays
Some states ban telemarketing on specific holidays, and the list varies by state and year. Here is what that means for a VICIdial operator.
What the Reassigned Number Database Is
The FCC Reassigned Number Database holds 300M+ US numbers reassigned or disconnected since 2021, so callers can confirm a number still belongs to the right person.
TCPA Penalties for Illegal Cell Phone Calls
TCPA penalties run $500 to $1,500 per call or text, and class actions can multiply that across thousands of leads. Here is what a dialer operator should know.
Natural Disaster Calling Bans
States often prohibit telemarketing after hurricanes or floods. Handle a disaster ban in VICIdial the same way you handle a holiday block.
The Standard Opt-Out Keywords You Must Honor
Stop, quit, end, cancel, unsubscribe, revoke, and opt out automatically trigger an opt-out. Here is how a VICIdial SMS program processes them.