IVR design

Posted on October 28, 2014 | By Voicent Info

We get about a 1000 call per month from jurors we have summons. Typically, they are exercising an exemption or informing of us a disqualification. Sometimes we can confirm the exemptions using data we have, or we ask them to send in more information. Most of the other calls are requests to be transferred to a future date, which we grant if it is the first such request.

We have carefully reviewed your specification. We can certainly provide the solution you are looking for. For a 1000 calls per month, 1-line system should meet your requirement if the calls are evenly spread out throughout. We recommend the following options:

Option A:
1. Purchase Voicent standard product solution, IVR Studio and BroadcastBySMS software and input the menu yourself or your IT department (if you have one).
For this option, you just purchase standard software license and maybe the support so we can provide support for you while you are implementing the system according to your spec. It will cost less but it will take longer time since you will have learn the IVR design flow and how our interactive SMS system works.

Option B:
2. Purchase Voicent standard product solution and having us to implement the project for you as customized project.
For this option, we will design the IVR according to your specifications and implement the entir IVR system and SMS notification system, deploy the system on your machine until it’s up and and running. In another word, we will take all your menu input and design the IVR system prompt, setup and configure the SMS system for notifications.

Posted in Developer, FAQ, General, IVR Studio, Product Usage, Technical Terms, Text-to-Speech |

Posted on October 24, 2014 | By Voicent Info

Please can this be passed onto whoever manages your partnerships, we woud like the chance to be your Diallers network choice in the UK, see below for reasons why

here are a couple of links to information about the services we’ve created specifically for the call centre and enterprise market. Our focus from the outset has been to create a platform with high velocity, short duration (HVSD) call traffic in mind using robust infrastructure and future-proof technology. To complement this, we’ve developed a suite of services which will help your customers improve their contact rates, optimise data and remain compliant with industry regulations governing the Telephone Preference Service and silent and abandoned calls.
Dial Sure – increase your contact rates using fully automated, in-network CLI Localisation (presenting a number which will be familiar to the called party) :: http://nexbridge.co.uk/dialsure/
TPS Compliant – ensures your customers never dial a TPS registered number (again, this is a fully automated, in-network service which may be enabled / disabled depending upon the campaigns they’re operating) :: http://nexbridge.co.uk/tps-compliant/
Number Validator – real time telephone number validation ensures your customers maximise the value of their data by employing diallers when there’s a much greater chance that the call will be answered :: http://nexbridge.co.uk/number-validator/
Our standard retail rate card may be found online although we operate a variety of models with partners and resellers depending upon where the customer billing relationship lies :: http://nexbridge.co.uk/rates

As mentioned, we would welcome the opportunity to meet to discuss these services in more detail. Please take some time to take a look at the links and, with your permission, I’ll contact you shortly to arrange a mutually convenient time to get together.

Answer:
Will you be interested in integrate Voicent auto dialer, predictive dialer software into your system?

Thanks for your reply, our company doesn’t use diallers as part of there outbound methods so there will be no need to integrate you services with ours on that basis… however what Nexbridge offers is a SIP environment purpose built for the outbound calling sector, our best in class service is when that enterprise is using a dialler.

What I wanted to do with Voicent was to become your network partner of choice when you are selling your solutions in the UK , so that its a out of the box solution for the end user. If you do not directly sell to UK yourself but instead use a channel partner model I would like to have the opportunity to understand who your partners are the UK and speak to them directly. Why would you want to do this??? By using our network we can get more calls out of your dialler than you would using other networks in the UK.

Answer:
We sell directly to UK. Currently we do not have any network partner in UK and would be very interested in partner with you. We have many UK customer currently using our on-premise software solution.

Please let us know how you would want to be our partner.

Posted in Developer, General, Installation, Product Usage, Support |

Voicent IVR usage

Posted on October 24, 2014 | By Voicent Info

Well we ran for quite a while following a complete failure with the BUSY HERE messages and the system’s refusal to answer calls as noted below in July.

The same thing has just happened again earlier this week. I have attached the contents of gateway\logs for your attention. Something is causing this issue and the phone system people are saying everything is fine on the Mitel switch. They also pointed out that two of the lines were not logged on. The Gateway has been running for several weeks without being restarted and all 5 lines were originally logged on. So, these two lines have dropped off somehow. Can you see how in the logs?

Three of the lines have ended up in a BUSY HERE “state” again. My cell number is [REMOVED] and you can see at the end of the lines 1, 3 & 4 output logs that a call I have just made is cycling between those three lines but is not being answered. This cannot be anything to do with the phone system not hanging up quickly enough (as suggested below) as no one has called the line for several hours.

I really have to get an answer to this and quickly. We have been suggesting it is the phone system for some time and a lot of effort has gone into making sure everything is working as it should.

The only thing I can add is that at times all 5 lines will be tied up and further callers will still be trying to get through. Our experience is that they will eventually be answered as and when lines become free. Clearly if this becomes much of an issue we will have to extend the license for more lines but at the moment the customer does not want to spend the money which I can understand. Overflowing the lines is fine for now as the average call time is only a minute. But, is it a problem to the Voicent Gateway if this happens and does it get “stuck” into a BUSY HERE scenario once it has happened? Could that be causing this issue?

Answer:

A “486 Busy here” message usually indicates a problem with the phone service not hanging lines or not hanging up fast enough. On the Voicent end, there aren’t too many options available for working around that. You can try going into the Voicent Gateway, going to Setup -> Options -> Outbound tab and setting a longer hang up time, increasing the time between calls.

You are currently using build 9.1.0 which does not have any known problems with incoming calls. Your second line did not encounter busy here at all.

Does your system rapidly disconnect and reconnect calls? You may need to extend your hang up time for Voicent software to compensate for this high incoming call volume as it looks like either Voicent or the end user are not hanging up their call.

We can try that, extending the hangup time.

The reason the second line did not experience busy here is because it was not logged on. Why would that line and line 5 have logged off some days ago?

Also, if the system is left alone for several hours why would it still be giving busy here? Are we in a strange state now that we gave had the busy here episode and the lines are held open indefinitely until either the gateway is stopped and started or the ports are reset in the phone system? I am not sure I fully understand busy here messages. Can you explain please?

Answer:

For the lines logging off it can be many things, most commonly a temporary disruption in phone service between the two systems.

The busy message can be from both phone service vendors. They deem the system has taken too many calls and will not accept any more. For the case with Voicent your “SIP Operator” which is basically a phone call is not being destroyed when it encounters the busy signal. After the call is ended by receiving or sending a “SIP Bye” the operator would be deleted and free’d up for another call.

Posted in Auto Dialer, Developer, Gateway, General, IVR Studio, Technical Terms, Text-to-Speech, VOIP | Tagged ,