The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
agi-3way_press_outside.agi: the script that runs the outside agent's press-1 prompt
The second script in the press-1 chain plays the prompt, watches for the keypress, and decides whether the outside agent gets connected, declined, or accepted.
How VICIdial call recording actually works
A full walkthrough of VICIdial call recording: the four campaign modes, where files land on disk, delay and filename controls, agent mute and start-stop, PCI DTMF muting, and stereo.
How to add a Mute Recording button to the agent screen
A short setup guide for enabling the Mute Recording button on a campaign, plus the one setting that quietly turns it off.
What Recording Delay does and why it cuts short clips
Recording Delay holds off the start of a recording for a set number of seconds so very short calls never produce a file. Here is how it works and why it saves disk and load.
How to let agents start and stop their own recordings
VICIdial can hand recording control to the agent so they capture only what matters. Here is how to enable manual recording and when it makes sense.
Why transferring to another agent with Transfer No Dispo causes data problems
Transfer No Dispo skips the disposition screen after a handoff. It is fine for external numbers, but pointed at another agent it produces data inconsistencies.
How to record every call on a campaign
To capture every call on a VICIdial campaign, set automatic recording and stop relying on the agent button. Here is the exact configuration.
What the server Recording Limit setting controls
The server Recording Limit caps how long a recording can run, and it also limits how long a parked call hears hold music. Here is what it touches.
agi-3way_press_agent.agi: the first script behind 3-way press-1 calls
When an agent fires a 3-way call to an outside agent who has to press 1, this is the first of two scripts that runs. Here is what it does and how it is wired.
Fix: "agent_user has previous active 3-way calls" when starting a 3-way
This error is a safety check firing on leftover 3-way calls. Here is what tw_check does, why it blocks you, and how to clear the stale conference.
What Routing Initiated Recording does and when to enable it
Routing Initiated Recording lets the call routing script start recording instead of the agent screen. Here is what it does, its requirements, and when it helps.
DTMF Muting vs the Mute Recording button: when each wins
Two ways to keep sensitive audio out of a recording: automatic tone-triggered muting and a manual button the agent presses. Here is which to use.
Recording DTMF Muting explained: hiding card numbers for PCI
Recording DTMF Muting drops audio for a set number of seconds after a keypad tone is detected, so card numbers never land in your recordings.
How to record in GSM instead of WAV to save disk
Switching the recording format from WAV to GSM shrinks every file and buys you more retention on the same drive. Here is the exact extension change to make.
cid_choice and group_alias on a 3-way: setting caller ID from the API
When you open a 3-way through the transfer API, two fields decide what caller ID the third party sees: group_alias and cid_choice. Here is how each works.
Hide Customer Hangup Button: removing Hangup Customer and Hangup Both from the agent screen
The Hide Customer Hangup Button setting removes the Hangup Customer and Hangup Both buttons. Here is exactly what it hides and when it is the right call.
How to enable stereo call recording on a campaign
Turning on stereo recording is two settings: pick a channel mode and give it a filename. Here is the exact order to do it in, plus the filename rule that trips most people up.
Why VICIdial recordings stop at one hour and how to extend them
By default a single VICIdial recording caps at one hour. Here is where that limit comes from and what it takes to raise it for long calls.
How the Mute Recording button works for agents
The Mute Recording button lets an agent pause or silence a live recording mid-call. Here is what it does, the 15-minute rule, and how it interacts with DTMF muting.
Campaign Rec extension explained: 8309 WAV vs 8310 GSM
The Campaign Rec extension picks which recording engine handles your calls. 8309 records WAV, 8310 records GSM. Here is the difference and how to choose.
force_fronter_leave_3way: making the fronter drop off a 3-way automatically
The force_fronter_leave_3way function lets a closer push the fronter off a shared 3-way call without waiting for the fronter to click anything.
Fix: "agent_user does not have a live call" on a transfer
This transfer error means the system does not see a live call on the agent it was told to act on. Here is what causes the mismatch and how to clear it.
Campaign Rec Filename: every variable you can use
The Campaign Rec Filename field builds the name of each saved recording from a set of variables. Here is the full list and how each one resolves.
How to transfer a call to an in-group (closer queue) with Local Closer
How to hand a live VICIdial call to a closer queue using the Local Closer button and the in-group pull-down, including the DEFAULTINGROUP shortcut.