How to Setup User-Specific AMD Drop

User-Specific Voicemail Drop in VICIdial

Welcome to eTollFree! In this guide, we walk you through how to set up a user-specific voicemail drop in your VICIdial campaign. For a general campaign-wide voicemail drop setup, please see our previous video.

What Is a User-Specific Voicemail Drop?

Unlike a general voicemail drop — which plays a single message for every lead in a campaign — a user-specific voicemail drop lets each agent record and assign their own personal message. This makes outreach feel more genuine and relevant to the recipient.

Step-by-Step Setup

1. Convert Your Audio File to a Compatible Format

   Before configuring anything in VICIdial, ensure your voicemail audio file is in one of the following supported formats:

   • .wav — PCM Mono, 16-bit, 8 kHz
   • .gsm — 8-bit, 8 kHz

2. Rename the Audio File to Match the Agent’s User ID

   The file must be named exactly after the agent’s VICIdial user ID. For example, if the agent’s user ID is 1006, rename the file to 1006.wav.

3. Upload the Audio File to the VICIdial Audio Store

   Once the file is correctly named, upload it through the VICIdial administration dashboard:

   • Go to the VICIdial Administration Dashboard.
   • Click Admin.
   • Navigate to Audio Store and upload your file.

4. Open the Campaign Settings

   From the admin dashboard:

   • Go to Campaigns.
   • Select Campaigns Main and find the campaign you want to configure.
   • Click Modify.

5. Configure AMD, Voicemail & IVR Settings

   Scroll to the AMD, Voicemail & IVR section and configure the following fields:

   • Answering Machine Detection (AMD):
     Set to Enabled if you are using a predictive dialing method (auto voicemail drop), or leave it OFF for manual dial or agent-initiated voicemail drop.
   • AMD Send to Action:
     Set this to Y.
   • Answering Machine Message:
     Enter the following value exactly: DYN--A--user--B--
     This instructs the system to look for a file named after the agent’s user ID (e.g., 1006.wav) in the audio store and play it as the voicemail message.
   • Wait For Silence Options:
     Enter 2000,2 (no spaces). The first value (2000) is the silence detection duration in milliseconds; the second value (2) is the number of times silence must be detected before the message plays. These are the recommended default values.

6. Save Your Changes

   Click Save Changes to apply your configuration. Your agents will now each have their own personalized voicemail drop active in the campaign.

Need Help Setting Up Your VICIdial System?

eTollFree offers fully hosted VICIdial call-center solutions for US and Canadian businesses. Our team is here to help you get the most out of your dialer setup.

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