The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
Every value of the transfer_conference API: BLIND_TRANSFER, LOCAL_CLOSER, and more
The transfer_conference value field decides what happens to the call. Here is each option, what it expects, and when to reach for it.
The transfer_conference API: scripting transfers and 3-way calls
The transfer_conference call lets an outside program drive an agent's transfer frame: hangups, blind transfers, closer hops, and 3-way calls all from one URL.
Too Slow, Defeated, and Hungup in the 3-Way Press Log Report
The 3-Way Press Log Report logs every outside-user call placed from the agent screen. Here is what Too Slow, Defeated, and Hungup actually mean.
POST recording filename variables explained (POSTVLC, POSTSTATUS)
POST recording variables rename a file after the call is over, pulling values like disposition status into the filename. Here is how POSTVLC, POSTSP, POSTARRD3, and POSTSTATUS work.
A pre-handoff checklist: what to confirm before transferring a live customer
Before you hand a live customer to a closer or another line, run through this short checklist so the transfer lands and the lead is never lost.
tw_check and md_check: blocking transfers when a 3-way is already active
Two optional safety flags on the transfer API stop an agent from stacking a new 3-way on top of one they never cleaned up. Here is what each checks.
Fix: "no fronter found" when forcing a fronter leave-3-way
The no fronter found error means the force function could not match a second agent session to the call. Here is what triggers it and how to clear it.
Fix: "ingroup is not valid" when transferring to a closer queue
The ingroup is not valid error means the in-group you passed to a transfer is not a single active queue. Here is how to find and fix the bad value.
What ALLFORCE recording does and when to use it
ALLFORCE records every call and removes the agent's ability to stop it. Here is exactly what that means and the compliance cases where it is the right call.
How to mute credit card entry from your recordings
A step-by-step on configuring VICIdial so a customer can key a card number on the phone without those tones ever reaching the saved recording.
Campaign Recording modes explained: NEVER, ONDEMAND, ALLCALLS, ALLFORCE
VICIdial offers four campaign recording levels. Here is exactly what each one does and which behavior to expect from agents under each.
Reading the 3-way press-1 special extension (49907, dial prefix, phone code, number)
That long 49907... string an agent dials to start a press-1 call is not random. Here is how to read each piece so you can build and debug it.
Stereo call recording explained: agent left, customer right
Stereo recording puts the customer on the right channel and the agent on the left, so each voice lives on its own side of the file. Here is what that buys you and how it differs from the standard mono recording.
Stereo recording modes: CUSTOMER_ONLY, CUSTOMER_MUTE, BOTH_CHANNELS
Stereo recording has three active modes that decide which side of the call gets captured. Here is exactly what each one records and when you would pick it.
How to turn on call recording in VICIdial
Recording in VICIdial is a per-campaign setting. Here is where it lives, what each level does, and how to confirm calls are actually being captured.
How to name recordings by campaign, date, and phone number
A practical recipe for building a Campaign Rec Filename out of campaign, date, and customer phone so every recording is easy to find later.
dial_override on the transfer API: dialing an exact number with no prefix
The dial_override flag tells the transfer API to dial exactly the number you pass, skipping the campaign dial prefix and phone code. Here is when that matters.
ONDEMAND vs ALLCALLS recording: which to pick
ONDEMAND puts the agent in charge of recording; ALLCALLS records by default. Here is how to choose based on compliance, coverage, and storage.
force_fronter_audio_stop: silencing fronter audio playback after a handoff
After a fronter leaves a 3-way, audio they were playing can keep running in their session. force_fronter_audio_stop kills it from the closer side.
The recording API: starting and stopping a recording mid-transfer
The recording function in the agent API starts and stops recordings on demand, even in the middle of a transfer. Here is how START, STOP, STATUS, and the stage tag work.
Using AXFER to blind-transfer a customer into an AGI or IVR
AXFER in the number-to-dial field lets an agent push a customer straight into an AGI script or IVR with no live party on the far end. Here is how it is wired.
Transfer vs 3-way call in VICIdial: what stays on the line and what doesn't
A transfer and a 3-way call are not the same move. Here is who stays connected, who drops, and which button does which.
The Allow Recording DTMF Detection system setting explained
This one platform-wide flag is what lets VICIdial notice keypad tones during a recording. Without it, every per-campaign mute value does nothing.
Why recording the customer and agent on separate channels helps QA
Splitting the agent and customer onto their own channels turns a single muddy track into two clean ones. Here is why that small change makes quality review faster and more accurate.