Blocked by a firewall

Posted on February 4, 2016 | By Voicent Info

Make sure Voicent gateway is not blocked by anti-virus or firewall program

If Voicent Gateway failed to start, one possible cause is that the gateway is blocked by your firewall or antivirus programs. Windows XP contains a built-in firewall program that can be access from the control panel. These programs might block Voicent Gateway from accepting connections.

The following processes are part of the Voicent Gateway. Please refer to your firewall or antivirus program manuals for ways to unblock the gateway. For example, you can add the following programs to Norton Internet Security > Personal Firewall Settings > Program Control.

vxengine.exe: telephony engine of the gateway
spengine.exe: speech engine of the gateway
adclient.exe: call transfer popup window
vgate.exe: Voicent Gateway service and client
javaw.exe: VoiceXML interpreter
javaw.exe: Voicent applications server

Voicent Gateway normally listens on port 8055, 8155, 8255, 8355, and 8455. The first 3 programs are installed under the folder: C:\Program Files\Voicent\Gateway\bin.

If you are not sure whether Voicent Gateway is blocked by your firewall or antivirus program, you can disable, suspend or uninstall it first. You can enable and reinstall it later. To disable Windows XP firewall, please click the Start button, then select Control Panel, then click Windows Firewall. From the firewall window, select the Off checkbox. It is strongly recommended that you turn on the firewall program after you have finished testing Voicent Gateway. As long as you enable the gateway programs, Voicent Gateway should be running fine with the firewall program.

Posted in General |

Advanced Options

Posted on February 4, 2016 | By Voicent Info

These options are used to further control the outbound calls.

Force message play:This is a safety measure. It should not be used to force message play right after human pickup. (The correct option is to set the Detection to most aggressive)

Disconnect after rings: disconnect the call after the specified number of rings.

If not answered, disconnect after seconds:safety measure. automatically disconnect after specified seconds

Disconnect as soon as answering machine is detected: used for speed up the dialing if there is no need to leave messages on answering machines.

Make call fail if answered by answering machine and no beep is detected:Since the detection is not 100% accuracy, it is necessary to be more conservative.

Posted in General |

Screen Pop with Voicent CRM (and other CRM Systems)

Posted on January 5, 2016 | By Voicent Info

One of the most significant breakthroughs in the realm of call centers in the 21st century has been the introduction of customer relationship management software. CRM has been of great use to mostly anyone who has a massive array of clients to work with; it has certainly made it easier to keep tabs on who’s who. But being in a fast-paced environment where productivity is crucial and every second wasted is a detriment to success, it can become hectic to call clients and move between records at the same time.

The solution: screen pop.

With this feature, every time a call is answered, the correct CRM record automatically pops up on the screen, showing the details of the person on the other end of the line. This usefulness of this cannot be stressed enough. One of the biggest obstacles to closing a sale is not having the information of a client at hand. Instead of scrambling for the pertinent details, one can, with CRM screen pop, have those details available immediately. Not only that, but the CRM can be used as a replacement for the traditional method of taking notes. Imagine not having a mountain of disorganized notes laying all around a desk, phased out by a CRM system.

With Voicent, one has the option of using our proprietary CRM system. It integrates seamlessly with products like the Auto Dialer and Predictive Dialer, and it provides several fields of information beyond just phone number, name, and email address. These additional fields are more than enough for most users, as they are customizable to a fair extent. But what if one does not like Voicent CRM, or simply prefers another CRM system. Not a problem. Voicent integrates with other software, including but not limited to Zoho CRM, SugarCRM, and Salesforce. Whatever your preference, make sure to utilize screen pop, or else you will fall behind the competition.

Posted in CRM, General |