The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
What Is STIR/SHAKEN?
STIR/SHAKEN is the set of carrier protocols that cryptographically attest to a caller's right to use a number, from origination to destination.
Safe Harbor Ring Time: Minimum 15 Seconds
FTC Safe Harbor requires calls to ring at least 15 seconds or 4 rings before you hang up. Set Dial Timeout above 15 in VICIdial.
What VICIdial Cold-Storage Logs Are
VICIdial's 2024 cold-storage feature moves older already-archived call logs to a separate database server while keeping them searchable in Admin Lead Search.
How to Block Calling on a Holiday in VICIdial
VICIdial has no per-state no-call-day scheduler, so block a holiday by setting that state's call time to 2400 to 2400 for the day, then revert.
What Robocall Mitigation Is
Robocall mitigation is the loosely defined, carrier-level tool that blocks calls a carrier thinks are robocalls. The rules vary widely by carrier.
Ringless Voicemail and FCC Rules
In November 2022 the FCC ruled that ringless voicemails are subject to robocall rules, so they require the same prior consent as automated calls.
What the Drop Action MESSAGE Setting Does
The Drop Action campaign field decides what an abandoned call hears. MESSAGE plays your Safe Harbor recording; HANGUP just disconnects.
State Calling Rules: An Overview
Federal rules are only half the picture. Here is what state telemarketing law adds on top - call windows, prohibited holidays, and separate DNC lists.
How the RND Shields You From TCPA Liability
The Reassigned Number Database offers a TCPA safe harbor: with prior consent and a clean RND check, one wrong call to a reassigned number will not sink you.
AI Voice Bots and the TCPA
AI-generated and prerecorded voice calls count as robocalls under TCPA and FCC rules, so they need prior express written consent. Here is what that means for VICIdial.
Manual-Dial-Only Dialing to Stay TCPA-Safe
One TCPA strategy is to call cell phones only from a dialer with no auto-dial capacity, so a human triggers every call. Here is how that works.
Safe Harbor Record-Keeping: The 5-Year Rule
FTC Safe Harbor requires keeping calling records for up to 5 years. The 2024 update added prerecorded messages, carrier details, DNC logs, and relationship records.
TCPA Consent Revocation Rules
A consumer can revoke consent to your calls and texts by any reasonable means. Here is how a VICIdial operator honors that within 10 days.
What Is an ATDS Under the TCPA?
An ATDS is equipment that stores or produces numbers with a random or sequential generator and dials them. Here is what that means for your dialer.
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.
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.
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.
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.
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.
How to find recordings for one agent with Phone Call Recordings
Use the Phone Call Recordings link in VICIdial's phone stats to pull every recording for a specific agent quickly, without searching all recordings.
How to record agents who don't use the VICIdial agent screen
Step-by-step guide to using agi-NVA_recording to capture calls from agents on plain phones or third-party softphones, with correct dialplan placement and parameter choices.
How to set up OREKA recording with server twinning
Step-by-step guide to configuring VICIdial for OREKA (CallMiner Record) recording using the required two-server twinning topology.
How to filter your leads against the federal DNC list before loading
Federal DNC scrubbing must happen before leads enter VICIdial, not inside it. Here is the practical workflow for filtering and loading clean lists.
When to move recording onto a dedicated gateway server
A gateway recording server offloads disk I/O, enables true stereo capture, and isolates recording from your main dialer. Here is when the trade-off makes sense.