Starting from release 7, SIP is the recommended VOIP service for Voicent Agent Dialer, especially when predictive dialing is used.

Skype has been until recently the VOIP recommended by Voicent, since SIP support is not available in release 6 and earlier releases. Though Skype is a good improvement over voice modem for predictive dialing, it has three major limitations:

1. Skype’s “unlimited” plan limits outbound calls to 50 calls per day
2. Audio quality for agent, especially remote agent, is not good
3. It is tedious to start multiple lines, especially on Widows Vista or later OS

With SIP support in release 7, and since SIP is the standard for VOIP services, you have a lot more choice for your VOIP service providers. You should be able to find a service plan that fits your situation. Most SIP calling rates are lower than Skype’s 2.1 cents per minute charge. In addition, Skype will support SIP soon and its SIP software is currently in beta.

Technically, there are major advantages of using SIP over Skype, even though both are VOIP services

When Voicent program interfaces with Skype, it must go through Skype’s COM interface, which has many limitations. To list a few – Voicent software cannot automatically sign out a Skype user and sign in with a different user; Voicent software cannot prevent the Skype window from popping up duing the call and cannot prevent Skype’s survey question from popping up; Voicent software cannot get all the error information from Skype. These limitations make it harder to even get the software to start. Some other limitations are not caused by the interface, but the way Skype is. For example, Skype cannot be started without a sound card, even though it is not used for Voicent software. For hosted server computers, you normally get a computer without a sound card and thus cannot use Skype in that environment.

When SIP is used, Voicent program does not need to go through an external interface – SIP is part of the Voicent program. Because of that, Voicent software has full control and does not need to deal with Skype’s interface limitations. The following are some major advantages of using SIP based VOIP service over Skype:

Better Audio Quality for Remote Agent

Skype’s audio channel requires more bandwidth and computing power, and is not suitable for remote agent. The audio quality usually suffers when a predictive call is transferred to an agent. With SIP, a better audio channel is used.

Technically, Skype uses TCP for its audio channel (when accessed through its COM interface) while SIP uses UDP. The difference is that TCP cannot tolerate lost IP packet, so the sender must resend the voice packet again. For real time voice communication, this delay means glitches and static in the voice. With UDP, the lost voice packet is tolerated and Voicent software will conceal the lost packet so to get the voice smoother.

Better Response Time for Screen Popup

When a predictive call is made, the audio needs to be analyzed to see if it reaches a live person. With Skype, there are long delays (in computer time) from time to time. You might hear someone say “hello” over the speaker. This is caused by the Skype delay and is not desireable. Without the early audio being redirected, Voicent program will not know the call is answered by a live human. This results dead air and most people will hang up the call.

With SIP, this audio is redirected as soon as possible. There will be some delay but should be much shorter than the delay caused by Skype.

Ease of Use

SIP does not have the limitations mentioned previously, as a result, SIP is much easier to use. For example, to start multiple lines, simply specify how many lines you want to start with a given SIP account, the gateway will take care of the rest. There is no need to switch to difference Windows account just to manually start a line.

Better Scalability

Each Skype line/instance requires 60M of memory. For a 32-bit operating system, it can easily reach the 4G total physical memory limitation. Normally, it cannot be used for more than 30 lines. With SIP, the additional 60M memory per line is no longer needed.

Switch to SIP

In summary, we see no reason to use Skype for predictive dialing for release 7 and later. Click the link to see more information about using SIP for Voicent.

I am running the Shareware version of AgentDialer. I have set up with 2 agents – 1 at the server and 1 at a remote PC in our office running off of the network. My test phone list consists of 2 cell phone numbers. I was running a test to see if the Remote Agent works. The Predictive Dialer was started. This phone(my cell phone) was answered. I assumed that the predictive Dialer would then dial the 2nd number on the list. However, it did not dial the 2nd number until the 1st call was completed (ie I hung up my cell phone). Why? Isn’t the Predictive Dialer to continue to dial as long as there is an agent available to answer a phone?

Yes, the predictive dialer should dial as long as there is available agent. However, it also depends on how many phone lines you have setup for the gateway. For example, if you use 1 Skype instance for your phone call, and the call is connected to Remote Agent 1, the Skype line cannot be freed as long as the call is still active.

Also, we recommend using SIP instead of Skype. With the recent change of its fair usage policy, the “unlimited” Skype calling plan is limiting 50 outbound calls per day. SIP support is in release 7. As an added benefit for using SIP, the audio quality for remote agent is much better than the audio quality when Skype is used.

I don’t see how using SIP will resolve this problem. I set up 2 Skype VOIP phone lines (I have 2 users open on the server as I was directed by Voicent). Please explain? I do not want to switch over to SIP and then to discover that my problem is not solved.

You are right that the problem is not related to SIP or Skype. What we were saying is that Skype has call limitations, and SIP is a better choice for predictie dialing, for example, it offers better call transfer audio quality.

Please try the following:

1. restart Voicent gateway and make sure there are two Skype lines (listed under the status line of the gateway main window)
2. close Agentdialer, and open again.
3. From agentdialer, take a look at agents that are logged in (under the predictive menu)
4. Try predictive dialing again

I only have 1 line of SKYPE listed in the Gateway status. I tried to setup the 2nd Skype line on the 2nd user account on the Server PC. A problem occurs when I attempt to add the 2nd user to Skype: Gateway > Setup > Options > Skype > Autostart > Add. I then input the name and password. I then follow the prompts. Once all of this is done the following message pops up: “The operation timed out” Now what do I do?

There seems to be a problem with Skype initial settings. It is recommended to use the manual mode first. When you run manually, you can see more error information from Skype and you can then fix them.

Santa Clara, Calif. – July 10, 2009 – Voicent Communications, Inc , a provider of comprehensive business phone software, has announced the support for SIP (Session Initiation Protocol) among all its current product lines, including IVR Studio, Flex PBX, Agent Dialer (predictive dialer and force dialer), BroadcastByPhone Autodialer, and Voicent VoiceXML Gateway. With SIP support, customers can now manage and automate their incoming phone calls and outbound campaigns without any telephony hardware, making Voicent software easy to setup and maintain, and making Voicent solution ideal for large enterprises and small businesses alike.

Session Initiation Protocol (SIP) is an emerging standard real-time communications for Voice over Internet Protocol (VOIP). It allows enhanced voice services to high speed internet users, over DSL, ADSL or cable modem. Being an international standard that is fast becoming mainsteam, SIP allows businesses to achieve huge savings in their telephone operating cost – made possible by more competitions among VOIP service providers.

For enterprises that already deployed SIP based solution, such as SIP compatible PBX system, Voicent software can be easily configured to use the exising infrastructure. For example, a customer can create a powerful IVR application that is fully integrated with existing customer database and company website, by simply using point-n-click operations in the intuitive development environment of Voicent IVR Studio.

For businesses that are adopting SIP and VOIP technology, Voicent provides a complete solution for managing both inbound and outbound phone calls. Voicent software can be readily configured to work with any SIP-based service providers.

“Nowadays, there is absolute no need for a business to purchase a traditional phone system.”, said Jeff Larson, vice president of product development, Voicent. “By adopting VOIP, which utilizes an existing internet connection for phone calls, a business can avoid costly hardware installation and maintenance, and in addition, enjoy low nation-wide caling rates. With SIP support, Voicent products are well positioned to provide our customers all the necessary tools to operate in this new and exciting environment.”

Pricing and Availability

SIP support is availabe in release 7.0.2, currently in beta. Besides SIP, Voicent software also supports Skype and traditional phone lines.

Trial version can be downloaded from Voicent website. Customers who purchase now can upgrade to any future 7.x production release for free. Products can be purchased from Voicent online store.