One of the primary concerns for any Call Center is making sure that their agents are able to handle as many phone calls as possible. How does a Call Center train one person to handle multiple situations? Simple, they don’t. What does train the agents is the script that was designed for them. A well designed script that is flexible and easy to use will allow almost anyone to handle a call center call just as well as a seasoned agent.

With our IVR Studio you have the simplicity of:

1. One click scripting
2. Javascript Support
3. Voicent Variables to interact with the Call Center CRM within your scripts
4. Dynamic capabilities to make the script evolve as your customer does

As you can see in the image above, we have a CRM field labeled, “How did you find Voicent?”. The Voicent variable for that CRM field would be:

{How did you find Voicent?}

When the scripting system finds a Voicent Variable, it will replace it with the CRM value. We check to see if this person has been asked this before, and if they were we do not ask it. But, if they were not asked this before or they did not answer it, then we can show it to the agents to try and get it answered.

Additionally, you are not limited to the IVR Studio scripting system. You can also specify a third party URL(Uniform resource locator) or provide your own URL that can be a web based script hosted elsewhere. The third party hosted scripts can also utilize the Voicent Variable system so that you can interact with your Call Center CRM at the same time. If you would like more information on the scripting system, please send an email to support@voicent.com

When deploying the Voicent System to a Operating System older than Windows XP, there are some additional changes required to ensure stability of the system. Some of those changes include modifying the permissions of your Microphone and Audio device.

These changes need to be done on the Voicent Server and Voicent Client machines.

Steps to resolve audio issues:

1. Navigate to the bottom right of your Windows Task bar and right click the speaker and select “Playback Devices”
2. Select your default playback device and click “Properties”
3. Go to the “Advanced” tab and uncheck “Allow applications to take exclusive control of this device”
4. Select “Apply” and click “OK”
5. Go to the “Recording” tab” and select your default device and click “Properties”
6. Go to the “Advanced” tab and uncheck “Allow applications to take exclusive control of this device”
7. Select “Apply” and click “OK”
8. Navigate to the “Communications” tab and check “Do nothing” and click “Apply” then “OK”
9. Restart the “Voicent Gateway”

These issues will resolve audio problems related to Call Center Manager, BroadcastByPhone, Agent Dialer, AutoReminder and Agent Desktop software.

When using the Command Line Interface and Web Based interface on a Windows machine not XP based you will run into some problems.

The problem is that Windows has added some security layers to the way the SYSTEM account can do things. The system account is restricted to non-gui based tasks. You will not be able to use Web Based API or CLI unless you do the following changes:

If you are using BroadcastByPhone:

1. Navigate to: C:\Program Files (x86)\Voicent\BroadcastByPhone\bin\
2. Right click “vcast.exe” and select “Properties”
3. Go to the “Compatibility” tab
4. Check “Run this program as an administrator”
5. Check “Run this program in compatibility mode for: Windows XP (Service Pack 3)”

If you are using BroadcastByEmail:

1. Navigate to: C:\Program Files (x86)\Voicent\BroadcastByEmail\bin\
2. Right click “vcast.exe” and select “Properties”
3. Go to the “Compatibility” tab
4. Check “Run this program as an administrator”
5. Check “Run this program in compatibility mode for: Windows XP (Service Pack 3)”

If you are using BroadcastBySMS:

1. Navigate to: C:\Program Files (x86)\Voicent\BroadcastBySMS\bin\
2. Right click “scast.exe” and select “Properties”
3. Go to the “Compatibility” tab
4. Check “Run this program as an administrator”
5. Check “Run this program in compatibility mode for: Windows XP (Service Pack 3)”

If you are using AutoReminder:

1. Navigate to: C:\Program Files (x86)\Voicent\AutoReminder\bin\
2. Right click “AptBook.exe” and select “Properties”
3. Go to the “Compatibility” tab
4. Check “Run this program as an administrator”
5. Check “Run this program in compatibility mode for: Windows XP (Service Pack 3)”

If you are using AgentDialer:

1. Navigate to: C:\Program Files (x86)\Voicent\AgentDialer\bin\
2. Right click “adialer.exe” and select “Properties”
3. Go to the “Compatibility” tab
4. Check “Run this program as an administrator”
5. Check “Run this program in compatibility mode for: Windows XP (Service Pack 3)”

If you are using CallCenterCRM:

1. Navigate to: C:\Program Files (x86)\Voicent\CallCenterCRM\bin\
2. Right click “telcrm.exe” and select “Properties”
3. Go to the “Compatibility” tab
4. Check “Run this program as an administrator”
5. Check “Run this program in compatibility mode for: Windows XP (Service Pack 3)”

If you are using CallCenterManager:

1. Navigate to: C:\Program Files (x86)\Voicent\CallCenterManager\bin\
2. Right click “ccmgr.exe” and select “Properties”
3. Go to the “Compatibility” tab
4. Check “Run this program as an administrator”
5. Check “Run this program in compatibility mode for: Windows XP (Service Pack 3)”

If you are using FlexPBX:

1. Navigate to: C:\Program Files (x86)\Voicent\FlexPBX\bin\
2. Right click “pbx.exe” and select “Properties”
3. Go to the “Compatibility” tab
4. Check “Run this program as an administrator”
5. Check “Run this program in compatibility mode for: Windows XP (Service Pack 3)”