Configure Voicent to use Avaya IP office

Posted on December 20, 2010 | By Voicent

I have purchased inbound Enterprise package. Now I have Avaya IP office. So incoming call is coming to Avaya IP office i want to redirect that call to Voicent gateway. please tell me what configuration need to be done in Avaya IP Office to connect Voicent Gateway to Avaya Ip Office via SIP. Any help would be highly obliged

The basic idea is to configure VOIP/SIP extensions of your PBX system, then use Voicent software as these extensions. If you have a 4 line Voicent system, you need to configure 4 extensions. In this configuration, Voicent software acts as a set of softphones on these extensions.

To configure these extensions, please check the user manual for your Avaya IP office. Normally you can find sections for configuring extensions for SIP softphones like x lite. You can also google the term ” Avaya IP office SIP extension” for more info. Once you have these extension configured, you should get the SIP credentials for these extensions. The following is a setup guide from Avaya support (Avaya IP Office SIP Extension)

To configure Voicent to use these extensions, open Voicent Gateway, select Setup > Options > SIP tab, click the Add button. You should see a dialog window for you to enter the SIP credential of one extension there. (The dialog window looks similar to the configuration window for x lite. So check your PBX manual to see how to enter the SIP credential info) Normally, you need to add separate SIP account for each extension.

Posted in IVR General, VOIP |

Called Name and Called Phone Number

Posted on December 3, 2010 | By Voicent

I am trying to built an application using Voicent Gateway and VoiceXML to monitor the incoming calls on 10 phone lines. I can retrieve the phone line number, the caller name and ID by using __VG__PHONE_LINENO__,__VG__CALLER_ID_NAME__ and __VG__CALLER_ID_NUMBER__ system variables. My question is: using Voicent Gateway and VoiceXML is it possible to retrieve the phone number the caller dialed?

Yes. They are called __VG__CALLED_NAME__ and __VG__CALLED_NUMBER. Please note these two variables are available only when a call is initiated by Voicent. For example, if you use Voicent BroadcastByPhone to call, the values of these two variables will be the values of the Name and Phone columns.

To get a list of all system variables, install Voicent IVR Studio, and select any element that uses variables. You can see all the system variables listed. All system variables starts with __VG__. Please also note that these are Voicent specific features for the VoiceXML gateway.

Posted in IVR Developer |

Customer hear the whole auto dialer message

Posted on December 3, 2010 | By Voicent

Hi, I need automatic dialing software for my business that works with Skype. I want to be able to upload a list of my customers and tell the software what time and on what days to call them. I then need the software to call them automatically at the specified time through Skype and play a recorded message when they answer. Ideally I’d like the option to record the call but it’s essential that the call duration is recorded so that I know if they’ve heard the whole message or not. I’ve had a look at Voicent BroadcastByPhone and a couple of other similar programs but it’s unclear as to whether they fulfill all of the above functions. Please could you let me know if this is the case?

The above functions can be fulfilled with Voicent software. Some configurations are straightforward, some requires a little more work.

Using Skype to call

Voicent supports analog phone lines, Skype, and standard based (SIP) VOIP. To setup Skype for Voicent is simple. All you need to do is configure Voicent Gateway to use Skype. For details, please see setup Voicent to use Skype

Schedule outbound calls

You can either use Voicent BroadcastByPhone or AutoReminder to schedule calls. If your call list is not that large, it is recommended to use AutoReminder, which is a product mainly used for hospitals and doctor offices. BroadcastByPhone, which supports a command line interface, can also schedule calls using Windows Scheduler.

Know customer hear the whole message

This requires the use of Voicent IVR Studio, which is a tool for designing more flexible voice applications. Support you want to play an audio message called xyz.wav, and want to make sure its content is heard completely, you can design the call message as follows: create a prompt node A to play the xyz.wav, and create another prompt node B that follows A. Basically, if the system reaches node B, the A node is completed (meaning audio file xyz.wav is played completely). You can use an action in node B to record the fact. The action can be any thing you choose, such as sending an email, write to a log file, etc. For more details of IVR Studio, please download the software, install it, and select the Product Walkthrough from the Help menu.

Posted in IVR Developer, Outbound IVR |