Guides, runbooks, and answers. The articles our support team links you to.
28 published articles · search above · humans on the other end
Connecting your SIP carrier
Getting started · 3 min read
Per-trunk TCPA scrubbing
Compliance · 4 min read
Carrier IP whitelisting
Operations · 2 min read
PJSIP troubleshooting
Troubleshooting · 6 min read
Can't find what you need? Talk to us — humans on the other end, no script-reader tier.
Customer FAQ
Common customer questions answered.
Billing, refunds, and cancellation
Monthly or annual, USD only, single auto-refund window for provisioning failures.
Read articleHow to find help
Search /help, browse by category, or open a ticket.
Read articleSharing the agent self-serve firewall URL
How to give your agents a one-URL way to whitelist their own IP for the dialer, without you in the loop.
Read articleWhat is this platform?
Managed VICIdial hosting on dedicated cloud servers, branded with your logo and domain.
Read articleWhat is this platform?
Managed VICIdial hosting on dedicated cloud servers, branded with your logo and domain.
Read articleWhere do call recordings live?
On your server. We never copy recordings off your VPS.
Read articleGetting started
First-day orientation for staff and customers.
About 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 articleBranded webphone for VICIdial agents
White-label agent webphone served from your subdomain. Your logo, your colors, your support contact.
Read articleExternal backups to your own S3
Push daily backups to your own S3-compatible bucket. Your retention, your keys, your lifecycle policy.
Read articleLive monitor extension
Barge, whisper, listen on any agent call. Standard VICIdial monitor extension with the firewall in front.
Read articleMigrating from ViciBox
Move your existing VICIdial setup to VICIfast in 30 minutes with zero downtime.
Read articleMultiple IP addresses
Add IPv4s, pin trunks to specific IPs, and whitelist agent home offices.
Read articlePlatform-managed daily backups
Daily Hetzner snapshots at 03:00 server local. 7-day rolling retention. One-click restore.
Read articleReal-time floor monitoring
Live agent floor view. State, pause duration, on-call duration — refresh-free, second-by-second.
Read articleRoot SSH + full server access
Real root, real SSH. Your crontab. Your recordings. The dialer is yours; we just keep it running.
Read articleSub-60-second VICIdial provisioning
What the platform does between "paid order" and "server ACTIVE" in under a minute.
Read articleTCPA compliance (Blacklist Alliance)
Per-trunk litigator scrubbing with your own BLA API key.
Read articleTrunk management
Add SIP carriers, allocate dialplan prefixes, and build failover routes.
Read articleVICIfast Firewall
Console access, recorded SSH sessions, managed SSH keys, agent self-serve portal.
Read articleWelcome — your first 10 minutes
What to do as soon as you receive the "your server is ready" email.
Read articleWhere are my trunks in VICIdial admin?
VICIfast manages trunks in the dashboard, not VICIdial admin → Carriers. Here's why.
Read articleWallet & prepaid credit
How the prepaid wallet works for customers and admins.
Servers & operations
Provisioning, lifecycle, health, force actions.
Canceling and terminating a server
Cancel = at-period-end; terminate = immediate destroy. Both reversible up to a point.
Read articleFactory-reset a server
Wipe the disk, re-provision the same VPS at the same IP.
Read articleProvisioning lifecycle
PENDING_PAYMENT → PROVISIONING → INSTALLING → ACTIVE in under 60 seconds.
Read articleBackups & restore
Snapshot pipeline, retention, admin restore flow.
Tickets & support
Ticket management for staff and customers.
Talk 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.
/docsNeed premium support?
Senior VICIdial engineers on a Slack channel, sub-15-min response. For floors that want an expert in the loop daily.
See retainerSearch → article → done.
If the article doesn't cover your case, email us. Same-business-day reply, senior engineer on the other end.