Guides, runbooks, and answers.
The articles our support team links you to.
66 published articles · search above · humans on the other end
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Customer FAQ
Common customer questions answered.
Billing, refunds, and cancellation
Monthly or annual, USD only, single auto-refund window for provisioning failures.
Read articleBlock caller IDs with Filter Phone Groups
Build a block-list of numbers and divert matching callers on a DID.
Read articleBlock or divert repeat callers on a DID
Stop people you've recently contacted from landing back in the queue.
Read articleHow to find help
Search the help center, browse by category, message support, or check platform status.
Read articleWhat is this platform?
Managed VICIdial hosting on dedicated cloud servers, branded with your logo and domain.
Read articleGetting started
First-day orientation for staff and customers.
40-second VICIdial provisioning
What the platform does between "paid order" and "server ACTIVE" in under a minute.
Read articleAbout your server's SSL certificate
Your subdomain has a free Let's Encrypt certificate, auto-renewed every ~60 days. You don't need to do anything.
Read articleLogging into VICIdial admin and the agent screen
Your dialer has three logins - the admin panel, the agent screen, and the API user. Where each credential lives in your dashboard and how to sign in, click by click.
Read articleManage Firewall - every tab explained
Default-deny means nothing reaches your dialer unless you allow it. All seven tabs of Manage Firewall, click by click: rules, activities, country blocking, agent TOTP, settings, audit log, and insights.
Read articleMembers: invite people and choose what they reach
Give every person their own VICIfast login with a role and only the servers they need - including giving each of your clients access to just their own servers.
Read articleOnboarding & white-glove setup - what each tier includes
One-time, human-delivered setup for your VICIdial server: the $99 call, the $249 Plus, and the $499 white-glove migration. What each covers, how to buy, and what happens after you pay.
Read articleOrdering your server (plans, regions, the 40-second build)
From plan grid to a live dialer in about a minute: pick a plan, choose a region and a name, check out by card, PayPal, wallet or USDT, and watch the 40-second build finish. Every click and every status, explained.
Read articleServer access: IPs, firewall, and SSH
What you can and can’t touch on your VICIfast server: the public IP, the hidden admin URL, the default-deny firewall, SSH with your own keys (no root password), what our platform IPs do, and what’s yours on the box.
Read articleSetting up your brand (logo, colors, support email)
Put your logo, colors, and support email on the agent login screen, agent screen, webphone, and firewall portal - one whitelabel pack, applied to any server in a click.
Read articleTCPA compliance (Blacklist Alliance)
Scrub every outbound call against the Blacklist Alliance litigator database with your own BLA key - server-wide default plus per-trunk overrides, click by click.
Read articleUploading leads to your dialer (lists & CSV)
Lists are where your phone numbers live. Create a list, import a CSV, and attach it to a campaign - step by step with screenshots, no technical knowledge needed.
Read articleWelcome to VICIfast - your first 10 minutes
Just ordered your first server? What happens next: the three emails, where your server appears on the dashboard, and how to reveal your VICIdial admin URL and password - click by click.
Read articleWhere are my trunks in VICIdial admin?
VICIfast manages trunks in the dashboard, not VICIdial admin → Carriers. Here's why.
Read articleYour first outbound call - end to end
The whole chain from a fresh server to a finished call: trunk, list, campaign, agent, agent login, go live, first call, disposition. Click by click, no technical knowledge needed.
Read articleYour server dashboard, top to bottom
Every part of your server’s dashboard page explained: header, service badges, tools strip, sign-in cards, Server Health, and all thirteen tabs - click by click.
Read articleYour server’s IP addresses
Every server gets one dedicated public IPv4 - extra IPs are not sold today. What to do if a carrier wants a distinct source IP, and where IP whitelisting actually lives (Manage Firewall).
Read articleSmart Carrier
Your own carrier account, connected: numbers, AI agents, texting, follow-up journeys and what it all costs.
10DLC: registering before you text
US carriers filter unregistered application-to-person texting, quietly. Registering a brand and a campaign is how you stop being filtered - and it commits you to a recurring fee with a notice period, so the screen tells you the price before you agree to it.
Read articleAI Agents: answering calls without a person
Build an assistant that answers a number, follows your instructions, draws on knowledge you give it, and hands off to a human when it should. Templates to start from, and what each tab in the editor changes.
Read articleCall analytics: how the AI calls went, and what they cost
Whether it is working, working how, which prompt is better, and when you need people on the queue. Cost is not a footnote here - you pay the carrier directly, so it is the number that decides whether a cheaper model is worth trying.
Read articleConnect your Telnyx account
Paste an API key to connect read-only, then grant write access when you want VICIfast to configure things for you. This is what we create on your account, what we never touch, and how to check it worked.
Read articleJourneys: what happens after a call ends
A journey is a sequence of things that happen to a lead after an agent saves a disposition - a text an hour later, a voicemail the next morning, a callback booked in the dialer. Triggers, steps, conditions, branches and quiet hours, in detail.
Read articleMessages: the SMS inbox
Texts you send and replies you get, threaded per contact. Delivery states that tell the truth about 10DLC filtering, and what happens when somebody opts out.
Read articlePhone numbers: buying, and pointing them somewhere
Every number on your carrier account, and the one column a carrier console cannot give you: what actually answers it. Buying a number, routing it to a queue on your dialer or to an AI agent, and detaching it again.
Read articleSmart Carrier: what it is and how the pieces fit
Smart Carrier connects your own Telnyx account to VICIfast so the platform can buy numbers, answer calls with an AI agent, send texts and run follow-up - while you keep the carrier relationship and pay Telnyx directly.
Read articleDaily work
Everyday dialer operations: floor, agents, campaigns, lists, inbound, audio, schedules.
Adding agents and user groups
Add agents one by one or a hundred at a time, reset forgotten passwords, and organize user groups - the Users tab, click by click with screenshots.
Read articleAudio files and text-to-speech
Upload a recording or generate one from text - every greeting, hold message, and IVR prompt on your dialer, step by step with screenshots.
Read articleCreating your first campaign
From zero to a campaign that is ready to dial: pick a type, attach a list, choose which leads get called, and flip the switch - click by click with screenshots.
Read articleDispositions that fit your floor
Dispositions are the labels agents pick after every call - and they drive your reports, redials, and DNC. Add your own, tune the flags, and give single campaigns their own statuses, click by click.
Read articleInbound: ingroups, DIDs, and call menus
What happens when someone calls your number - decided by three pieces on the Inbounds tab. Build the whole chain click by click: a queue with agents, a DID that routes to it, an IVR with press-1 options, and caller-ID blocklists.
Read articleThe Floor - watching your agents live
The Floor tab shows every logged-in agent, color-coded by what they are doing right now. The grid states, KPI cards, live ticker, Monitor/Whisper/Barge, and fullscreen - click by click.
Read articleTimes, shifts, and holidays
Call times decide when the dialer may call each lead (in the lead’s own time zone), shifts decide when agents can log in, and holidays override the weekly schedule on exception dates. The Schedules tab, click by click.
Read articlePower features
Advanced VICIfast features: trunks, monitoring, recordings, soundboards, webphone, backups, domains, mobile.
Add a SIP trunk from the Trunks tab
A trunk is the connection between your dialer and the phone network. Add your SIP carrier from the Trunks tab - we render the config, push it to your server, and whitelist the carrier in the firewall. Step by step, with screenshots.
Read articleBackups, scheduled snapshots, and one-click restore
Three layers of data safety for your dialer: the managed daily backup (7-day rolling), a mirror to your own S3, and on-demand downloads - plus how restores actually work.
Read articleBranded webphone for VICIdial agents
The phone inside the VICIdial agent screen, in your brand. Design up to 3 looks in Whitelabel Packs, apply to a server, and agents take calls in the browser - nothing to install.
Read articleCall recordings - find, play, download
Where your call recordings live, three ways to find the exact call you need, how to play and download the audio, and how long recordings are kept.
Read articleFactory reset vs terminate
Two red buttons, two very different outcomes. Factory reset wipes and reinstalls VICIdial on the same server (billing continues); terminate deletes the server forever and stops the bill. Exact confirmation steps and what happens to your data in each.
Read articleLive Monitor widget: listen, whisper, barge
Listen to live agent calls from your browser - no desk phone, nothing to install. Monitor silently, whisper to the agent only, or barge in as a third party.
Read articleMigrating from ViciBox
Move your existing ViciBox or self-hosted VICIdial server onto VICIfast - users, campaigns, leads, DNC, custom scripts, and recordings - with the guided Migrate from ViciBox tool, click by click.
Read articleReports and agent stats
The Today tab and the Reports tab, click by click: every metric that exists, per-agent talk / pause / dispo stats, campaign stats, and how to export or schedule any report by email.
Read articleSoundboards
One-click audio clips your agents play into a live call. Build a soundboard from your Audio Store, attach it to campaigns - click by click, no VICIdial admin needed.
Read articleThe VICIfast Phone mobile app
Install the Android softphone, sign in with VICIdial credentials, and let it connect itself to your dialer - plus the Mobile App tab switches and every sign-in error explained.
Read articleUsing your own domain (BYO domain)
Run your dialer on dialer.yourcompany.com instead of a vicifast.com address - at order time or any time after. Two DNS records, automatic SSL, and a branded firewall portal, step by step.
Read articleWallet & prepaid credit
How the prepaid wallet works for customers and admins.
Reseller program
For partners hosting VICIdial under their own brand on top of VICIfast.
Debugging webhook delivery failures
Read the per-endpoint delivery log, decode HTTP errors, and retry failed events.
Read articleHow to pay your hosting provider
USDT, PayPal, or manual settlement - whichever rails your provider has enabled.
Read articleIssuing free trials to your customers
You eat the wholesale upfront; the cascade converts or PAST_DUEs on day N+1.
Read articleManaging customer support tickets
Tickets route to you first; escalate to VICIfast for infra-level issues.
Read articleOutbound webhooks
POST customer-lifecycle events to your own endpoint, signed with HMAC-SHA256.
Read articleReseller program - what you get
Host VICIdial under your own brand and domain, on top of the VICIfast platform.
Read articleSetting your customer pricing
Per-plan retail + wholesale overrides at /dashboard/reseller/plans.
Read articleWhat "awaiting confirmation" means for manual orders
Your provider has to confirm payment receipt before your server boots.
Read articleServers & operations
Provisioning, lifecycle, health, force actions.
Provisioning lifecycle
From paid order to working dialer in about a minute: PENDING_PAYMENT → PROVISIONING → INSTALLING → ACTIVE, and the three safety nets if a build fails.
Read articleReading your trunk traffic: answer rate, ring delay, and detection
Your Trunks & DIDs page now shows what your traffic did, not just that the account is open. What each number means, which one to look at when something is wrong, and why ring delay shows a dash instead of a zero.
Read articleAffiliate program
How referrers earn commission on customer signups.
Backups & restore
Snapshot pipeline, retention, admin restore flow.
Tickets & support
Ticket management for staff and customers.
Forwarding Portal
Route inbound calls from a master box across your servers by rules.
Forwarding Portal - how minutes are billed
Per-inbound-minute, including ring, rounded up, debited from your wallet.
Read articleForwarding Portal - overview
Distribute inbound calls from one master server across your other servers by rules.
Read articleForwarding Portal - reports, exports & scheduled emails
Tabbed analytics with period compare, PDF/PNG/CSV/Excel export, and recurring email digests.
Read articleForwarding Portal - setting up a flow
Create a flow: pick the master + DIDs, add destinations (slaves and/or toll-free), set the routing rules.
Read articleTalk to a human
Email a senior engineer who knows the stack. No script-reader tier; the engineer on your thread can patch the platform if needed.
support@vicifast.comBrowse the docs
Long-form operator guides - quick start, SIP carrier setup, compliance, troubleshooting. Written by people who run dialers.
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