I have an audio Cd player that I have agents play to my prospects over the phone for 6 minutes. Can i put that audio on this dialer so my propects can listen to it?

Yes, absolutely. With Voicent Agent Dialer, it can be done much easier. You do not even need an audio CD player for that. Just following the following 3 simple steps:

• First, copy the audio from your CD to your computer, using any audio software such as Windows Media Player. For details on how to do that, please just google the info, you may also find YouTube audio for doing so.
• Second, convert the audio to the telephone format, which is PCM 8KHz, 16 Bit, Mono. You can use audio tools such as Gold Wave for the conversion.
• Third, you can install the audio file to Voicent Agent Dialer. Open Voicent Gateway, select Setup > Options > Call Transfer tab. Click the Agent Preset Audio button to add your audio file. Actually, you can install more than one audio files here.

Now, when an agent is connected to a customer, he or she can select the Dialpad button from the pop screen. From the dialpad, click the Play Preset Audio button to play your preset audio file.

just have one tech question about the call center manager, i was checking and it is able be used with skype, but my question is, does all the computers have to be linked to an specific server ? like in one same bulding or could it be monitoring the calls outside of the callcenter also ?

Yes, all the computers have to be connected to the server computer where Voicent Gateway is installed. However, the computers do not have to be in the same building. At home agents can connect their computer to the server over the internet.

It is relatively easy to set it up if every computer is on the same LAN (local area network). Within a LAN environment, you do not have to deal with routers and firewall programs. For computers on a remote location, you must open up your router/firewall so they can access the server computer. The Voicent Enterprise Edition Setup Guide contains more info on how to set it up.

Other than that, you should be able to monitor or coach remote agent.

is it possible to use the Voicent software with Antivirus software installed on the PC? At times our employees will use these terminals and the system will catch a virus. This could be avoided if we had A/V software installed. If this is possible we would love to know, or if it can only run with certain antivirus software’s

Yes you should be able to, antivirus software and Voicent software will not interfere. However, antivirus software normally comes with a firewall program, which may block Voicent software. If that is the case, all you need to do is add program exceptions to your firewall program to allow Voicent program to have full access.

If you are using Windows 7 and also use Windows firewall, Voicent software can automatically add firewall exceptions. To do so, open Voicent Gateway, select Setup > Options > Control tab, and select “Add gateway exceptions to windows firewall”.

For other firewall product, since each firewall program is different, we do not have specific instructions on how to add these exceptions to a particular firewall program. In general, the following processes are part of the Voicent Gateway and need to be added as exceptions.

vxengine.exe: telephony engine of the gateway
spengine.exe: speech engine of the gateway
javaw.exe: VoiceXML interpreter
javaw.exe: Voicent applications server

The main Voicent gateway application port number is 8155 and 8165. For other ports, please see open firewall ports for Voicent gateway

If you are not sure whether Voicent Gateway is blocked by your firewall or antivirus program, you can disable 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.