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Frequently Asked Questions (BroadcastByPhone) 1. What's the difference between the Standard Edition and the Professional Edition? The major differences are: 1). Professional edition supports interactive touch tone response and voice message; and 2). Professional edition is capable of playing different messages for human pick up vs. answering machine; and 3). Professional edition can customize and personalize your telephone message using a built-in Message Designer; and 4). Professional edition supports call transfer to any phone like your cell phone. The standard edition of Voicent BroadcastByPhone is only capable of broadcasting one pre-recorded voice message to the entire call list. You can not play different voice messages during broadcast. No response can be recorded from the recipients. The Professional version of BroadcastByPhone has a “call till confirm” feature that can be used in a call escalation process. It also has the ability to “automatically schedule call for next day” if the current call list is too long and cannot be finished before the cutoff time. With Professional Edition, the system can: 1. Your customer can press a key, such as 0, to have the call transfer to a live agent or your cell phone. For example, you can have the call transfer to your cell phone, so you don't have to wait by the phone for your customer to call in. 2. Collect confirmation or response from recipient. The person who receives the call can, for example, press 1 to confirm, press 2 to cancel, and press 3 to leave a voice message. You can design the confirmation prompt anyway you like. 3. Play different message for answering machine and for human pickup. This feature can be used for callers who wish to play different messages to human and answering machine. Sometimes, you only want to leave messages on the answering machine. So you can specify no audio file for human pick up, and have a real message played when it is answered by an answering machine or voice mail system. 4. Use multiple phone lines simultaneously. This can dramatically increase your outbound call volumn. 5. Use text-to-speech and speech command. You can include any text information in the spreadsheet for your message. The audio for the text will be automatically generated by a text-to-speech engine. For example, your message can start with "Hi John...", where John is the name column of your call list. You can also include speech command/response in your message. For example, to replay the message, the person who receives the call can replay the phone messages by saying a voice command like Play It Again. If you have important information like your name or phone numbers that need the person to write it down, the replay feature will allow them to repeat the info and have enough time to do so. 6. Broadcast personalized messages include each person’s name, a specific message just for that person, either using text-to-speech or pre-recorded audio file. It can play different messages to different people. Examples: "Hi, [Mr. Gate], [happy birthday], this is John Green. Please vote for me for my next election. If you want to hear this message again, please say Play It Again. The words in italic with a bracket […] can be replaced with any words you choose Voicent BroadcastByPhone also has an Enterprise Edition. It contains all features provided by the Professional Edition, and it supports remote access and multiple gateway machines. 2. Why there is a long silence before BroadcastByPhone starts to talk? Make sure your recording does not have silence at the beginning. If so, you can use the Microsoft Sound Recorder or other tools to cut off the beginning silence. If you use VOIP for phone calls, please make sure
you have a good and reliable broadband internet connection. If you
use analog phone line with a voice modem, please see Voice
Modem FAQ. Make sure you are using a supported voice modem. You can
also take a look at the Troubleshooting Guide by selecting Help >
Troubleshooting from the program main menu. 3. Why do I get a message saying it cannot connect to Voicent Gateway? Please take a look at the troubleshooting guide from Help > Troubleshooting... from BroadcastByPhone program main menu. 4. I have a large call list that cannot be finished in a day. I set up the broadcast as recurring calls every morning. But the calls always start from the beginning. You should select the checkbox “automatically schedule calls for next day if not finished” in the Start/Schedule broadcast dialog. This feature is only available in the professional version. Recurring calls are used for events like monthly meetings. It always starts from the beginning of the call list.
5. What is a "Call Till Confirm"
broadcast? This is a broadcast mode that is usually used in the call escalation process. For example, support engineers John, Joe, and Jason are the people to notify when the alarm goes off. If John is available, there is no need to notify Joe and Jason. To set up the “Call Till Confirm” broadcast, select the checkbox “Stop broadcast after getting confirmation code” and set the confirmation code in the next edit box. If John is not available when called, the program will call Joe; and if Joe enters the confirmation code, the program will not call Jason and broadcast will stop automatically. It is possible to use this mode from the command line interface. If you have an alert system and a call escalation process, you can easily integrate it with Voicent BroadcastByPhone. Please refer to the program help file for details.
6. How can I add a column to the call list? Select a cell or column where you want a column to be inserted. Select Edit > Insert Column... from the program main menu. You can also use the Message Designer to create a message that requires additional columns. The column will be added automatically after you select the message for for call list. The section titled "Use call specific audio file or text-to-speech item" describes the steps to create a new message template that needs additional columns. Once you have designed a new message template, select Broadcast -> Select Message from the main menu, choose the desired message template and the new columns will be added automatically.
7. How many phone calls can the
system make in an hour? This depends on how many phone lines you have and
how long your message is. For a typical 30 second message, on
average, you are looking at making 1 call per minute, and 60 calls
per hour on a single line. The only way to speed up the dialing is to add more phone lines. This is not a limitation of a dialing system, but the nature of the telephone system.
8. Can I do broadcasting from a
remote location? Yes, you need Enterprise Edition to do so. With Enterprise Edition, you can also broadcast from multiple computers from different locations simultaneously. See Enterprise Edition for more information on how to make large call volume using many computers that are located at different locations.
9. Where can I buy desktop
computers with 3 or 4 PCI slots? When VOIP (SIP based or Skype) is used for making phone calls, Voicent software needs no physical phone line or voice modems. So any computer with an internet connection will do. If you still want to use analog phone lines with voice modems, you need a computer that runs Windows XP and have multiple PCI slots. (Not PCI express or xPCI slots). Check Dell, HP or other online store.
10. Do you offer a turnkey
solution? We offer software solutions and voice modems. We do
not sell computers. If you use VOIP (like Sip based or
Skype), all you need is a computer
with internet connection. |
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