Dynamically Change SIP Account based on area code you are calling

Posted on June 27, 2013 | By info

When trying to do your outbound campaigns, you may want the ability to change the trunk used based on the area code that you are calling so that your caller ID looks localized to the person you are calling. The benefits of this are the fact that you can have different SIP Trunks for different places, so one trunk may provide a cheaper and better rate than another one.

Luckily, our Call Center Manager with Rules Engine can accomplish this.

The steps to utilize this feature are outlined below:

*Required: Call Center Manager with Rules Engine

  1. Open Call Center Manager
  2. Go to “Manage”
  3. Go to “Rules Engine” -> “Set Line Usage Rules”

An example rule is as follows: If you are calling a telephone with the area code 408, it will only use channels 1 to 9 to make the call. The first 9 channels have a caller ID associated with 408.

Rule Name:

AreaCode408

Condition:

(__Call__.Phone.length() == 11 && __Call__.Phone.substring(1,4) == '408') || (__Call__.Phone.length() == 10 && __Call__.Phone.substring(0,3) == '408')
Apply to lines:

__Line__.Number < = 10

Explanation:

__Call__.Phone.length() == 11

Will check the length of the telephone number.

__Call__.Phone.substring(1,4) == '408'

Will grab the second, third, and fourth letters of a telephone number. It will ignore the first number which is usually a country code.

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How to add more remote agents?

Posted on June 20, 2013 | By info

Adding new agents to an existing call center is a common task, but very simple.

The steps in this article assume that you have the software already installed and that you have the appropriate license to support your total number of agents. Select “Call Transfer” tab and

Step 1:

Download the remote agent/agent desktop software onto the computer you wish your agent to use

http://voicent.com/download/voicent8r.exe

Step 2:

Locate the local IP address to the computer running the “Voicent Gateway”. The Gateway machine is the one that we will be remotely connecting too. Open the “Voicent Gateway” on the server machine and under the “Status: Running” you will see “Host: name(192.168.0.1)” or something similar. Write the numbers between () down, you will need it in the next step.

Step 3:

Run the Voicent8r.exe installer and during installation select, “Connect to a computer networked locally” and enter the IP address I had you write down earlier.

Step 4:

Log in to the remote agent so that your agent may start receiving calls.

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Questions about Voicent Agent Dialer…

Posted on May 3, 2013 | By info

Q – Can a predictive campaign play the intro message then transfer to the agent then can the agent play another message (as in the speil)?

A – A message in Agent dialer can only be player once the call is connected. The message will be selected to be played only when the agent selects to play message on the agent pop up window once the call is connected.

Q – Can I change the date format?

A – No, for now it’s the US display only.

Q – Do I need manager to redirect calls to multiple agents?

A – To direct calls to different agents connected to your main campaign will require the enterprise edition. The enterprise edition will allow you to have remote agents on extensions setup on your system and gateway.

Q – In predictive mode can I play an introduction which the agent is privy to and can interrupt if necessary?

A – Yes. The message player has a Start play and stop play function, so you can start or stop whenever is necessary.

Q – How do I set up 5 agents?

A – To set up 5 agents it would first require purchasing the enterprise edition software and then purchasing remote agents to have them connect to your main campaign.

Q – How can I make it so agent’s don’t have access to internet?

A – IF they are all going to be in the same office the connection to their computers will be over a local area Network(LAN) that will be connected to a router which will then be connected to the Voicent gateway. Make sure the internal router dose not connect with the internet but instead only works within the local network.

Q – How can I reduce the period between a human answering and being transferred to an agent? i.e. less than 3 seconds

A – The detection process is determined by many factors but what is most important is the quality of the phone call audio, the strength of the internet signal (wireless not recommended), and the speed of your computer to process the tones and voices.

Q – Describe “Forced Message Play” gateway > setup > options > advanced

A – “Forced Message Play” is specifically for Broadcast by Phone. If a pickup occurs and no one answers for for a period of time (30 seconds being the minimum) then it will play the automated message.

Posted in Call Center Software, Developer, Predictive Dialer, voip |