Appointment reminder message with a time range

How do I set up the reminder call to give the customer an hour window of arrival time instead of a set time that we would arrive. Example, I would want it to say, “This is your reminder for tomorrow between noon and one pm.” Instead of, “This is your reminder for tomorrow at noon.” Thanks!

There is no option to set this up directly. However, you can use the Message Designer to get what you want to achieve.

There are two times related to an appointment, one is the start time and the other is the end time. So you can think your appointment is for the possible arrive time. So for a 2:00 PM appointment, make it a 1:00 PM appointment with a one hour duration. With that, design a reminder message using the built-in Message Designer to say:

“This is your reminder for tomorrow between”
+
Appointment start time
+
“and”
+
Appintment end time.

Posted in Appointment Reminder |

Transfer calls to another PBX extension

I want to transfer the calls to an extencion on the same pbx where the system is connected. lets say customer press 0 so call gets transfered to extencion 222#, also I have to setup an option for the number to be automatically removed from the list. please provide the instructions how to do that.

To setup call transfer, open Voicent gateway > Options > Setup > Call Transfer tab. There are two transfer mode, one is transfer to a number, and the other is transfer to a computer. To transfer to a PBX extension, select “transfer to the following phone number”, and enter the extension number in the box below.

The call transfer to a phone number is implemented as a conference call between the original call and a call to the extension specified. When a customer presses a key to transfer a call, Voicent software will put the current call onhold, and make another outbound call to the extension. Once answered, the two calls are joined.

Since both calls are made from the same original extension (not the transfer extension), you must make sure the extension has at least 2 channels.

To setup opt-out feature, please see set up auto dialer opt out feature.

Posted in Auto Dialer |

Check quality of phone lines

I’m currently investigating the use of your Broadcast By Phone software as a monthly tool to check the quality of our phone lines, of which we have about 1,000 per month. I would like to understand the following questions:

We do have large organizations using Voicent software to manage a large number of phone lines. In addition to BroadcastByPhone software for making outbound calls, they also use Voicent IVR Studio to better handle the call message.

1. Do you have a full list of answer types, i.e.; human pick-up, answer machine etc.

Yes. In addition to human pickup and answering machine, the software can also tell the standard disconnect phone line signals, busy tone, no answer, etc.

2. Will the program distinguish unanswered calls if there’s a recorded message, i.e.; “This is a long-distance call, charges may apply” versus “This line is not in service” etc?

The software will not understand what a message says. However, for standard messages like disconnected phone number, your phone company normally plays a standard tone before the message, and Voicent software can detect the tone and thus understand a line is disconnected.

In addition, Voicent IVR Studio can be used to further processing call interactions. Some of our customers use it to load test their phone menu.

3. Can the software determine line quality, i.e.; if the call is connected will it/can it determine that all parties can hear each other etc?

You can definitely record the phone audio and process them later. But to automate the whole process and to be able to tell whether the line quality is good or not, would require a lot of customization.

Posted in Auto Dialer |