The call status is shown in real time. You can sort the spreadsheet column and see the result. If you want to see more, you can copy paste the result to Microsoft Excel, then you can have all sorts of reports, graphing available in Excel.

If you use predictive dialing, you can access call report by select Predictive > Report… from the program main menu. You will then see report items like total calls made, calls dropped, calls answered by each agent, and how many hours each agent is spent on the phone, etc.

I understand that I should be able to utilize 24 Skype instances in conjunction with my 4 line broadcast software but I can not seem to figure our EXACTLY how to (1) create 24 Skype ‘unlimited’ accounts and (2) access them through the gateway. I am aware that I need to create several windows user accounts to access these Skype accounts but I cannot figure out how. Evertime I think I have it fifured out, I find that I am only extending my existing account. I assume I still need to use Skype 3.8 as the newest version 4 flames your software, right? Skype has a business feature that allows for easy expansion of accounts I think but I’ll bet it requires version 4… do you know? PLEASE help. Also, do I need to set the gateway to ‘rotate’ among the Skype accounts or is it pre-set to do so? I would appreciate all the specific detail you can provide. Thanks

First, make sure you have Enterprise Edition for your broadcast software.

1). To create 24 skype account, it is better to use Skype’s business control panel. It should allow you to use one credit card to purchase skype credit, and distribute it among different account.

2). Once the 24 Skype account is set, you need to create 24 Windows user account. For each user account, login to that account, run Skype instance at least once and sign in using one of the Skype account you created.

3). Once the 24 Skype account is created, try to manually start all of them first. If you cannot use right click to start “run as…”, try to use the “runas” command directly. For details of the command, please see Skype FAQ.

Let’s assume you have skype account s1, s2, … , s24, and windows user account w1, w2, … w24. Run as w1 to start skype instance, sign in as s1, and set automatic signin when skype starts. Do the same for w2, and s2, and so on.

4). Open Voicent Gateway, select Setup > Options > Skype, choose manual mode. Restart the gateway. The gateway should try to connect to each of the running Skype instances. The first time you try to connect, each skype instance will prompt you to “allow access from vxengine.exe” program. Make sure you allow that. The gateway should start with 24 lines.

5). If you use Windows XP, you can set the Skype start mode to auto. Enter the Windows user accounts (w1,…w24) in the Skype tab of the gateway. Restart the gateway.

Regarding the other questions, we currently do not support Skype 4. Skype acutally never has a well defined interface for multiple lines, Skype 4 makes it worse. However, Skype seems to move toward the SIP standard and the Skype for SIP program is currently in beta. Since Voicent already supports SIP, we have not decided whether to support Skype 4. Depends on how well its Skype for SIP program, we may ask our customer to use Skype’s SIP interface instread. Using the SIP interface should be much easier to setup and run the gateway.

AgentDialer Ver 7.2.3, Enterprise 4-line: Is it possible for the remote agent to make calls without anyone actively making calls from the server?

Yes, but that is for a different product. What you need is Flex PBX, which will allow remote agent to make an outbound call, just like making an outbound call from an office extension.

Also, I loaded the current version, release 7.4.3, on the remote PC. Is this compatible with version loaded on the service (7.2.3)?

No. You should make the gateway server version the same as the remote client version.

Does an agent able to record the all conversation between agent and their customer ? Is it automatic or manual ? and if it can, how to calculate disk size for their pc?

Yes. It could be automatic or manual.

To make recording automatic, go to Voicent Gateway > Setup > Options > Call Transfer, then select “Record every transferred call“. To make manual recording, simply click the Record button from the screen popup window when a call is transferred.

The recorded audio files will be saved on the computer that runs the gateway. By clicking a link, you can access every recording file from the Agent Dialer spreadsheet.

The recording file format is PCM 8Khz, 16 bit, mono, so normally you need 16K bytes per second of recording.

Hello I am having trouble starting the predictive dialer. Once I select start predictive dialer I receive an error message stating “there is no agent logged in”

When you use predictive dialer, the system makes outbound call. Once the call is answered, it will be connected to an agent immediately. If there is no agent available, all calls will be dropped since nobody can tolk to the callee. To log in to receive call transfer, you must run RemoteAgent software.

By default, Voicent Gateway starts the RemoteAgent software on the same computer. It will be logged in as “local agent”. Please open Voicent Gateway, select Setup > Options > Call Transfer tab. Make sure “Transfer to agent’s computer using screen popup” is selected, and “(Enterprise Edition) do not show popup screen from the computer” is unchecked. If it is checked, no RemoteAgent program will be launched.

If you have Enterprise edition, you could run RemoteAgent software on a different computer. For example, you can setup Voicent Gateway in your office, and run RemoteAgent software from home.

We will be needing to handle simultaneous outgoing calls. Are there limitations there with the gateway? Is that dependent on the VOIP provider?

Not on the gateway side, all you need is a license that supports that many “lines”.

On the VOIP provider side, you need that many “channels”. Each channel is a kind of virtual “line” for making phone calls.

You can test 10 lines with the shareware edition.

How many “lines” does the non-shareware edition support? If we plan to be calling a few hundred customers a day, how many “channels” do you think are appropriate? Do you have any literature that you can point me to regarding this?

A few hundred calls a day is a small system, you probably need only 4 lines. The software can go up to a hundred lines if you have the right computer and bandwidth.

Thanks can you tell me where I can find information on the necessary bandwidth? Also if I have more than one SIP account setup in my gateway, how can I direct calls to use one account versus the other?

For hardware requirement, please see Voicent installation FAQ. You can also find information in the Voicent Quick Start Guide from the download package.

You can setup more than one SIP providers in the Gateway. However, you will not be able to specify which provider to use from the application (such as Agent Dialer or Broadcast By Phone). But you can disable a VOIP provider from the gateway. All you need to do is set the “start line” to zero from the SIP account settings.

My system says that there is no phone line connected. I am using skype with a headset on the computer. Please advise.

Please open Voicent Gateway, select Setup > Options > Skype, then select manual start mode.

I downloaded the “free” version of autodialer on my pc. I have a Ipitomy IP phone system using SIP trunks. How do I use/program these SIP trunks? How do I point to the Phone system?

It should be pretty easy. All you need to do is configure Voicent software as extensions of IP phone system, same way as you would configure a softphone like xlite.

Basically you need to get the SIP credentials for the extensions from your PBX admin, then use the information to configure Voicent Gateway (Setup > Options > SIP)

Sorry, i cannot find in setup where you are talking about. how do i set up this as an ext off the ipitomy? Where do I select SIP?

First, find the Voicent Gateway program icon. It is a green eyeball like icon located in the notification area of the Windows taskbar. Click on it to open the gateway program. You will then see the Setup main menu, from where you can select Options submenu, and the SIP tab.

In order to get the information to fill in the SIP credential, you need talk to your PBX admin or check its manual. Look for sections related to setup an extension for a softphone.

Thanks for getting back to me……there is no SIP tab in the setup - options. Is this because of the 6.5.2 version?

Yes. SIP support is only available in Release 7

we downlowded your testversion software and like to buy the total version of the predictive dialer, but only if it is compatible with a CRM-tool. if it is possible, do we need an interfacecode (API) and how do we get it?

If you need to launch Voicent Agent dialer to call a particular telephone number, you can use the following command line:

adialer.exe -homedir agent-dialer-install-dir [-pd | -dial] -phoneno customer-phone-number -name customer-name

Specify -pd for predictive dialing mode, and -dial for semi-automatic mode.

If you want to call a large amount of customers, it is done through import and export. As long as you can export a CSV (comma separated values) file, you can import the file to Agent dialer.

The current Agent Dialer release offers the basic intergration method as shown above. We are going to provide more advanced integration in later releases. Please feel free to contact us for your suggestions and requirements.

I’m from Rio de janeiro Brazil, I would like to knows is It your product can be integrate with ASTERISK

Yes. All Voicent telephony products should work with Asterisk. Both products support SIP based VOIP.

To integrate, simply configure Voicent software as an Asterisk extension, or extensions if you want to use multiple lines. The Asterisk extension should be SIP extension that is used for connecting a SIP softphone. You can use a free SIP softphone like xlite to test the extension first.

Once the extension works with a softphone, simply use the same SIP information to setup Voicent software. Open Voicent Gateway, select Setup > Options > SIP tab to enter the information.