The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
Transfer-Conf Numbers and DTMF: setting up the D1–D5 transfer presets
How the seven Transfer-Conf Number and DTMF fields create the D1 through D5 links your agents click to auto-fill a transfer.
Throttling calls-per-second to protect your carrier
Practical pacing to stay under your carrier's CPS cap: lower the auto dial level, ease pacing, and spread call placement across trunks.
Monitoring call quality on a carrier
Track MOS, jitter, packet loss, and latency on every carrier route, set thresholds, and have a plan to switch carriers before bad audio costs you conversions.
Choosing a carrier for international dialing
International dialing needs coverage, per-country rates, correct caller ID rules, and good routes. Here is how to pick a carrier that delivers.
How to switch carriers without dropping live calls
Add the new carrier alongside the old one, shift dial routing gradually, drain the old trunk, then deactivate it — a gentle migration with no hard cutover.
Setting up an inbound trunk from your carrier
Use context=trunkinbound on the carrier account entry so calls your carrier sends to your IP land in VICIdial's DID handling and reach an in-group.
Codec mismatch with your carrier: how to fix it
A codec mismatch shows up as no audio or a 488 rejection. Pin the same codec on both ends and the call connects cleanly.
Answer supervision and false answers from carriers
Answer supervision is the signal that a call truly connected. False answers fake it, inflating your stats and breaking dialer pacing.
What VD_amd.agi Does After a Call Clears AMD in VICIdial
VD_amd.agi is the script that decides where a call goes once AMD has analyzed it. Here is what it does and where it sits in the dialplan.
Local DIDs vs toll-free numbers for inbound
When to use local DIDs versus toll-free numbers for inbound VICIdial campaigns, and how the cost and answer-rate tradeoffs differ.
How to connect Flowroute to VICIdial
Wire Flowroute into VICIdial with IP authentication: get your SIP domain, add the carrier, set the dialplan, and verify with a test call.
What Campaign VDAD Exten Does and Why AMD Needs 8369
The Campaign VDAD exten field decides which call processor handles your dialed calls. Setting it to 8369 is what actually turns AMD on.
VICIdial AMD Type: Built-in AMD vs Third-Party Engines
The AMD Type setting picks which detection engine routes your answered calls. Learn when to keep built-in AMD and when a third-party engine fits.
How to choose a SIP carrier for VICIdial
What actually matters when picking a SIP carrier for VICIdial: IP-auth support, CPS and channel limits, the rate deck, caller-ID and attestation, and real support.
Why You Should Record Your Voicemail Message Twice in VICIdial
Recording your answering-machine prompt twice in one file keeps a clipped greeting from eating your message. Here is why it works and how to do it.
Pointing a carrier DID at a VICIdial in-group
Map a carrier DID to a VICIdial in-group under Admin then Inbound then DIDs, where the DID's route decides where each inbound call lands.
Leave VM No Dispo: Keep the Agent on the Talk Screen
Leave VM No Dispo keeps the agent on the talk screen after dropping a voicemail, instead of jumping straight to the disposition screen. Here is when to use it.
Why VICIdial AMD Flags Real People as Machines and How to Fix It
AMD false positives send live customers to a voicemail message or hang up on them. Here is why VICIdial does it and how to stop losing real answers.
AMD and the UK OFCOM Drop Calculation: Changing the Math
OFCOM's 2015 drop formula factors answering machines into your abandon rate. Here is how it differs from the US method and how to switch it on.
Reading the AMD Log Report to See What AMD Actually Decided
The AMD Log Report shows the result detection returned on every call. Here is how to read it and use it to tune VICIdial answering machine detection.
VICIdial CPD AMD Action: DISPO, MESSAGE, INGROUP, CALLMENU
The CPD AMD Action setting decides what happens to a detected machine: dispose it, play a message, send it to a group, or route it to a call menu.
The KHOMP Settings Container: Per-Campaign KHOMP Options
How the KHOMP_SETTINGS container lets you apply one set of KHOMP detection options to a single campaign without touching the rest.
Carrier rejecting calls (503/603): what it means
A 503 means the carrier could not take the call right now — overload, CPS limit, or no route. A 603 means it actively declined. Here is how to tell them apart and fix each.
The Two Dialplan Entries VICIdial AMD Needs
AMD relies on two extensions in your VICIdial dialplan: 8369 for detection and routing, and 8320 for playing a message. Here is what each line does.