The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
Dialing Without Agents to Play a Message in VICIdial
Run a reminder or broadcast campaign that dials a list and plays a recording with no agent logged in. Here is how the auto-message setup works.
The KHOMP SIP Gateway for AMD and Call Progress Detection
How the KHOMP SIP gateway gives VICIdial a dedicated AMD and call progress engine, and what you need to wire it into your dialers.
How to connect CallWithUs to VICIdial
Add a CallWithUs SIP trunk to VICIdial using registration or IP auth, build the carrier account block and dialplan, and verify with a test call.
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.
How to Tune VICIdial AMD Accuracy When It Is Wrong Too Often
AMD is not perfect out of the box. Here is how to tune VICIdial answering machine detection to your leads and lines and cut the wrong calls.
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.
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.
The Answering Machine Message Field: What to Put In It
The Answering Machine Message field tells VICIdial which prompt to play to a detected machine. Here are the values it accepts, from plain filenames to STC and LTT.
AMDMINLEN: Force VICIdial AMD to Run a Minimum Time
The AMDMINLEN variable makes the AMD routing script run for at least a set number of seconds before it ends a call. Here is when and how to use it.
VICIdial AMD Statuses Explained: HUMAN, NOTSURE and More
Understand the AMD statuses VICIdial assigns to answered calls and how those results decide which calls reach agents and which get diverted.
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.
The AMD() Asterisk Parameters and What Each Number Controls
The AMD() line in your VICIdial dialplan has eight numbers that decide human versus machine. Here is what each one controls and how to tune them.
Whitelisting your VICIdial server IP with a carrier
How to set up IP authentication: hand your carrier your server's static public IP, configure the peer with no register line, and verify it.
How VICIdial decides a call is a machine, not a person
VICIdial's AMD listens to initial silence, greeting length, and the pause after the greeting to guess human vs machine - and long greetings fool it.
Reading a SIP trace to debug a carrier issue
A SIP trace shows the INVITE, the response codes, and the ACK in order - read it top to bottom and you can see exactly where a carrier call breaks.
Outbound calls failing at the carrier: first checks
When outbound calls fail at the carrier, run the first checks: trunk active, peer reachable, dial pattern correct, caller ID valid, and any 503 or 603 response.
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.
Encrypting carrier traffic with TLS and SRTP
TLS encrypts your SIP signaling and SRTP encrypts the audio. Here is when carriers offer it and how to configure the peer.
VICIdial NOAUDIODATA-Hangup: Drop Silent Dead Calls Fast
The NOAUDIODATA-Hangup option ends calls that reach the AMD routing script with no audio at all, so dead lines never tie up your dialer or an agent.
One-way audio on carrier calls: causes and fixes
One-way audio means signaling connected but RTP media is blocked one direction - almost always a NAT, public-IP, or RTP-port problem. Here is how to find it.
VICIdial NOTSURE Calls: What They Are and How to Route Them
NOTSURE means detection could not decide. By default these go to agents. Learn what causes them and how to route them on your own terms.
How to test a new carrier trunk before going live
Stage the trunk inactive, flip it on, confirm the peer is up, then place one manual test call and check audio and caller ID before any campaign touches it.
Buying DIDs from your carrier for inbound
How to buy or port DIDs from your carrier, choose local or toll-free numbers, and point each purchased DID at your trunk and an in-group.