The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Page 55
Operator writing, sorted newest first.
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.
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 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.
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.
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.
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.
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.
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.
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.
agi-VDADfixCXFER.agi: fixing the agent record after a consultative transfer
When a fronter releases a consultative transfer, the live-agent record can go stale. This small script lands as the call arrives and sets it straight.
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.
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.
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.
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.
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.
Why you hear no ringback on a 3-way call, and the Dial Prefix fix
When an agent starts a 3-way call and hears dead air instead of ringing, the 3-Way Call Dial Prefix is usually the setting to change.
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.
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.
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.
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.
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.
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.
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 to set up a fronter-to-closer workflow in VICIdial
A step-by-step setup for fronter-to-closer handoffs: a closer campaign, the right inbound group, a default transfer group, and the Local Closer transfer.