The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
The Fronter/Closer Detail Report: tracing every transfer call by call
See exactly which fronter sent which call to which closer, with lead ID, original call time, and transfer time on a single in-group.
VICIdial AMD: Auto-Hang Up Fax and False-Answer Calls
FAX and FAS hangup options in AMD route options end fax and false-answer calls instantly, keeping junk off your agents and your stats clean.
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.
What Sangoma CPD Detected That Asterisk Can't: SIT Tones
Sangoma CPD classified pre-answer call progress like SIT tones, disconnects, and congestion that Asterisk's AMD cannot identify.
Calls-per-second (CPS) limits and your carrier
What CPS means, why carriers cap how fast you place calls, and what happens - 503s and congestion - when you push past the limit.
Wait For Silence Options: Holding the Message Until the Beep
Wait For Silence Options tells VICIdial to listen for quiet on a machine before playing your message, so the recording does not start over the greeting.
SIP trunk vs SIP registration: which your carrier needs
Understand the difference between a SIP trunk on IP authentication and one that registers with credentials, and which your carrier expects.
Manual VM Status Updates: Track Voicemail Drops on Hand-Dialed Calls
Manual VM Status Updates brings answering-machine message statuses to hand-dialed calls in VICIdial, so voicemail drops on manual calls get logged the same way.
The Dialer KHOMP Admin Tool: Coding Results to Statuses
How the Dialer KHOMP Admin Tool maps the gateway's raw call results onto the VICIdial statuses your reports and routing rely on.
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.
How to Record an Answering-Machine Message with 8168
Dial 8168 from a registered VICIdial phone, enter PIN 4321, and record your answering-machine prompt. Here is the full process and the formats to use.
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.
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 On AMD for an Outbound VICIdial Campaign
A step-by-step walkthrough for enabling Answering Machine Detection on a VICIdial outbound campaign, from the dialplan check to the VDAD exten change.
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.
How to connect Skyetel to VICIdial
Skyetel authenticates by IP via endpoint groups. Whitelist your server, add the SIP carrier entry, and route DIDs into an in-group.
Reading your carrier's rate deck for outbound dialing
A carrier rate deck is the per-destination price list for your outbound calls. Here is how to read one and pick the cheapest route.
How Call Progress Detection Lowers Your Dropped-Call Percentage
By labeling non-human answers, CPD lets you exclude them from your drop math, yielding a lower and more accurate dropped-call percentage.
ANI vs CNAM: what your carrier sends and shows
ANI is the number your call sends; CNAM is the name the far carrier looks up from that number. They are set in two different places.
How many concurrent channels does your carrier allow
Your carrier's channel cap sets the ceiling on simultaneous calls - here's how it limits dial level and how to match it to your agents.
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.
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.
VICIdial AMD Agent Route Options: Which Calls Reach Agents
AMD Agent Route Options lets you decide exactly which detected statuses go to agents, overriding the default HUMAN and NOTSURE routing.
How to connect Commio (thinQ) to VICIdial
Wire Commio, formerly thinQ, into VICIdial using IP authentication for outbound and inbound, then verify with sip show peers and a test call.