Help center

Guides, runbooks, and answers.

The articles our support team links you to.

Search across SIP carrier setup, list management, billing, compliance, troubleshooting — anything that has ever come up twice. The catalog is the same one our support team links you to; opening this page is the fastest path to the answer.

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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.

Block caller IDs with Filter Phone Groups

Build a block-list of numbers and divert matching callers on a DID.

Block or divert repeat callers on a DID

Stop people you've recently contacted from landing back in the queue.

Generate audio prompts from text

Skip the recording studio. Type or paste text and we synthesise a VICIdial-ready WAV in seconds with Azure Speech.

How to find help

Search /help, browse by category, or open a ticket.

Sharing 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.

What is this platform?

Managed VICIdial hosting on dedicated cloud servers, branded with your logo and domain.

What is this platform?

Managed VICIdial hosting on dedicated cloud servers, branded with your logo and domain.

Where do call recordings live?

On your server. We never copy recordings off your VPS.

Getting 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.

Branded webphone for VICIdial agents

White-label softphone built into the VICIdial agent screen. Design up to 3 looks, preview, and push one live. Included on every plan.

External backups to your own S3

Push daily backups to your own S3-compatible bucket. Your retention, your keys, your lifecycle policy.

Live monitor extension

Barge, whisper, listen on any agent call. Standard VICIdial monitor extension with the firewall in front.

Migrating from ViciBox

Move your existing VICIdial DB + custom AGIs to VICIfast in minutes. Big-bang cutover; recordings sync later.

Multiple IP addresses

Add IPv4s, pin trunks to specific IPs, and whitelist agent home offices.

Platform-managed daily backups

Daily Hetzner snapshots at 03:00 server local. 7-day rolling retention. One-click restore.

Real-time floor monitoring

Live agent floor view. State, pause duration, on-call duration — refresh-free, second-by-second.

Root SSH + full server access

Real root, real SSH. Your crontab. Your recordings. The dialer is yours; we just keep it running.

Sub-60-second VICIdial provisioning

What the platform does between "paid order" and "server ACTIVE" in under a minute.

TCPA compliance (Blacklist Alliance)

Per-trunk litigator scrubbing with your own BLA API key.

Trunk management

Add SIP carriers, allocate dialplan prefixes, and build failover routes.

VICIfast Firewall

Console access, recorded SSH sessions, managed SSH keys, agent self-serve portal.

Welcome — your first 10 minutes

What to do as soon as you receive the "your server is ready" email.

Where are my trunks in VICIdial admin?

VICIfast manages trunks in the dashboard, not VICIdial admin → Carriers. Here's why.

Wallet & prepaid credit

How the prepaid wallet works for customers and admins.

How wallet billing works

Prepaid credit covers orders and renewals before we ever charge your card. Tops up via Stripe, PayPal, or USDT-TRC20.

Topping up with USDT-TRC20

Step-by-step instructions for paying with Tether on the Tron network.

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 replay failed events.

How to pay your hosting provider

USDT, PayPal, or manual settlement — whichever rails your provider has enabled.

Issuing free trials to your customers

You eat the wholesale upfront; the cascade converts or PAST_DUEs on day N+1.

Managing customer support tickets

Tickets route to you first; escalate to VICIfast for infra-level issues.

Outbound webhooks

POST customer-lifecycle events to your own endpoint, signed with HMAC-SHA256.

Reseller program — what you get

Host VICIdial under your own brand and domain, on top of the VICIfast platform.

Setting your customer pricing

Per-plan retail + wholesale overrides at /dashboard/reseller/plans.

What "awaiting confirmation" means for manual orders

Your provider has to confirm payment receipt before your server boots.

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.

Factory-reset a server

Wipe the disk, re-provision the same VPS at the same IP.

Provisioning lifecycle

PENDING_PAYMENT → PROVISIONING → INSTALLING → ACTIVE in under 60 seconds.

Soundboards — one-click audio for agents

Build a board of audio clips your agents play into a live call, then attach it to campaigns.

Affiliate program

How referrers earn commission on customer signups.

How the affiliate program works

Share a link, earn 15% on every paid customer order, 30-day refund hold before payout.

Backups & restore

Snapshot pipeline, retention, admin restore flow.

Scheduled daily snapshots

For servers with the daily-snapshot addon, we snapshot at 03:00 UTC and rotate.

Tickets & support

Ticket management for staff and customers.

Ticket management

Lightweight customer-support module: open / pending / resolved / closed.

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.

Forwarding Portal — overview

Distribute inbound calls from one master server across your other servers by rules.

Forwarding Portal — reports, exports & scheduled emails

Tabbed analytics with period compare, PDF/PNG/CSV/Excel export, and recurring email digests.

Forwarding Portal — setting up a flow

Create a flow: pick the master + DIDs, add destinations (slaves and/or toll-free), set the routing rules.

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.com

Browse the docs

Long-form operator guides — quick start, SIP carrier setup, compliance, troubleshooting. Written by people who run dialers.

Need premium support?

Senior VICIdial engineers on a Slack channel, sub-15-min response. For floors that want an expert in the loop daily.

Search → article → done.

If the article doesn't cover your case, email us. Same-business-day reply, senior engineer on the other end.