The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
Blocking specific callers with a Filter Phone Group
Use a VICIdial Filter Phone Group to recognize unwanted caller IDs and send them somewhere other than your agents.
Routing VIP callers with a Filter Phone Group
Send known good numbers straight to a priority queue or a named agent using a VICIdial Filter Phone Group.
Adding and removing numbers in a Filter Phone Group
How to load and clear phone numbers in a VICIdial Filter Phone Group, and the small rules that trip people up.
How to create a Filter Phone Group
Step-by-step setup for a new Filter Phone Group, plus how to add the numbers and wire it to a DID.
What a Filter Phone Group is
A simple list of phone numbers that lets VICIdial route certain callers differently based on who is calling.
Track Calls in Real-Time: monitoring IVR usage
See how callers move through your phone menu live, and turn on the logging that tells you which options they actually press.
Routing a call menu option to an in-group
Set up a menu option so a keypress drops the caller into the right inbound queue, with all the routing fields that matter.
How to add a call menu to an inbound DID
Send callers on your main number to a recorded menu so they can pick sales, support, or another route themselves.
"If you know your party's extension": AGENTDIRECT dialing
Let callers reach a specific agent by typing their ID, with a fallback to voicemail when the agent is busy.
How to build a multi-level IVR with nested menus
Chain phone menus into a layered IVR so callers can drill from a main menu into focused sub-menus.
Menu Time Check: time-based IVR routing
Restrict a phone menu to set hours so callers get the right path during the day and after hours.
Menu options: mapping a keypress to a destination
How each key on your phone menu is mapped to a destination like a queue, another menu, or a hangup.
Menu Repeat: replaying the menu
Control how many times your phone menu replays when a caller does not make a valid choice.
Menu Invalid Prompt: handling a wrong keypress
What plays when a caller presses a key your phone menu does not recognize, and how to guide them back.
Menu Timeout and Timeout Prompt explained
How long a phone menu waits for a key press, and what plays when the caller stays silent.
Menu Prompt: the greeting your IVR plays
What the Menu Prompt field controls in a VICIdial call menu, how to chain prompts, and the NOINT and NOPLAY flags worth knowing.
How to copy a call menu
Clone an existing VICIdial call menu in one step, then change only the options that differ, instead of rebuilding the IVR from scratch.
How to add a call menu
Step-by-step setup for a new VICIdial call menu: naming rules for the Menu ID, the greeting prompt, and wiring keypresses to destinations.
What a call menu (IVR) is in VICIdial
A plain explanation of VICIdial call menus: the press-1-for-sales IVR that greets callers and routes them where they need to go.
DID Extension Context explained
What the Extension and Extension Context fields do on a VICIdial DID, when you need them, and the one setting that trips up voicemail routing.
DID Traffic Report explained
What the DID Traffic Report shows, how it breaks calls into 15-minute slots, and how to read its hold, call, and drop totals.
DID custom fields (Custom 1-5)
Five free-form fields on every DID for tagging numbers, owner matching, and feeding your own reports.
Routing one DID differently by caller ID
Send some callers on a number to a different destination by matching their caller ID against a group, a list, or a URL.
Pre-Filter Recent Call: deduping repeat inbound callers
Catch callers who already reached you recently and route them somewhere other than the back of the queue.