Large Generated VXML file

Posted on April 29, 2011 | By Voicent

Does the size of the dynamically generated VXML content play a role in whether the call recipient experiences a long delay when answering his/her call? I understand the factors as outlined in your knowledge articles that determines the delay, but, if my ASP.NET application that the starturl parameter points to generates “large” dynamic VXML content, how does the gateway know that this content is not ready to be played over the phone line? We are experiencing scenarios where the callee answers the phone and the message simply does not play at all and a “no input” event is raised. Thank you in advance

If you dynamically generate VXML files, the size normally does not matter. The gateway should fetch the first VXML file before making a call. In addition, if there is any Text to Speech item, the gateway will convert it to audio file first to save time. Basically, the gateway should fetch as much content as possible until there is a feedback expected.

After that point (callee makes a selection), the time to generate the next VXML file do matter.

Posted in IVR Developer |

Forward calls to voicemail

Posted on April 29, 2011 | By Voicent

Im useing IVR. Im useing a basic setup, 1 for sales, 2 for vending, three for billing and 0 to leave message. When i push 1 for sales it plays the message then pop up is displayed on my computer. Everything is fine from here, except for that it drop the call if i dont answer it after 8 rings(we’re talking on incoming call). How can i have it bounce to 0 (leave message promp) if i dont answer the sales call?

The preferred way is to forward the unanswered calls to your own voice mail. This can be done through the RemoteAgent Voicemail options:

In order for voicemail to work, you also must set up extensions. Only RemoteAgent logged in as extension will have voicemail box on the gateway.

The bounce option is not implemented. The reason is that some call transfer options will never bounce back, such as calls transferred to a cell phone. The simply way for the system and for your application is let the transferred party take care of the voicemail. So if it is transferred to a cell phone, leave a message on the cell phone’s voicemail. If it is transferred to an extension, use the extension’s voicemail.

Transfer Call to extensions

Voicemail is only available for extensions. You can set up extensions using Voicent FlexPBX or IVR Studio. To set up extensions using IVR Studio, select Edit > Edit Extensions… from the program main menu. In your case, choose “Use RemoteAgent” for the extensions you are going to define.

For the call transfer element you defined in IVR Studio, make sure to add ext: to the extension number. For example, if you defined an extension 801, you need to specify “ext:801″ in the box labeled “Transfer to Agent/Phone” in the Call Transfer element.

It is normally easier to setup extensions and transfer to extensions using FlexPBX.

Posted in IVR Usage |

Setup inbound call center

Posted on April 7, 2011 | By Voicent

I am going to setup a Call Center for my business. I am searching a Call Center application that suits my requirements. I have checked your application. But I have some confusion and question to be cleared. I couldn’t yet figure out which software of you is perfect for me. I have explained my business scenario below that you can suggest me. Say, I have one agent/operator in my call center room with a PC and your software and 5-10 operators in different room with PC and may have connected with a PBX system. I will have 10 VOIP lines. I have 4 type of person.

Customer, Distributor, Agent/Operator, Remote Operator

A customer will call to the Distributor’s phone number. The distributor phone will divert the customer’s call to any of 10 VoIP lines that are connected to my office Agent/Operator. The office agent/operator may receive the call or can forward the call to any of PBX extension or to any remote operator’s number. I need to know from you

1. Which is/are the software from you required to establish my call center?
2. Which software license will be applicable for me in concern of cost effectiveness?

All you need is Voicent FlexPBX Enterprise Edition.

3. What will be the total cost of your software?

The cost depends on how many lines you want to get for FlexPBX. For example, if at peak time, all 10 agents will be on the phone, then you need a 10 line system. If at peak time, 8 agents will be on the phone, then you can get a 8-line system. Please note, with Enterprise edition, you can have unlimited extensions. All your agents will be assigned an extension.

You can check the price here: Flex PBX Price and Feature Comparison

4. Can I get the both Customer (Caller) and Distributor (Diverter) numbers from your software?

Yes, the popup screen should show the Caller info, and the call waiting queue should show distributor’s number.

Here we assume your distributors and agents are all connected to FlexPBX. They have their own extensions. You may define extension groups for your distrobutors and agents. If your distributors are not part of the FlexPBX system, then your agent will see only the customer info or distributor info (depending on the phone system they use)

5. Can your application raise any event when a call is pop up?

Yes. On each extension, you’ll need to install Voicent RemoteAgent software. It is a client software for receiving phone calls and popup screen. It is part of the FlexPBX system and can be installed on any PC. With RemoteAgent software, agent does not need a physical phone to talk on the phone, he only need a computer headset.

Event’s will be raised based on the state of the agent. For example, when agent log in, log out, pop up screen is shown, call is disconnected, etc. You can also define actions based on these events. These action can be running an external program, or submit a form to a web site. All these can be defined within RemoteAgent program.

6. I need to get the numbers to interfacing with my Sales Application. Can my application interact with your application by somehow to get call income event and to get the numbers?

Sure. One way is to use the above mentioned event and actions defined in Voicent RemoteAgent program. The other is in the Flex PBX application you can define, and further customize with Voicent IVR Studio. With IVR studio, you can interface with email servers, database system, CRM, web site, and almost any software you may have.

7. My PBX or remote operators need to see the caller number and diverter’s numbers. Are they needed to another copy of your system?

No, all they need is Voicent RemoteAgent software, which comes with FlexPBX enterprise edition.

Posted in IVR Usage, PBX, VOIP |