Voicent Communications is happy to announce a new feature for Call Center Manager!

A little background on the problem this new feature resolves is how a lot of companies do calling for all 50 States, and doing that you will be potentially calling 4 time zones at once. 8:00 AM to 5:00 PM does not cut it if it is only 2:00 PM in California, you would still want to call.

This is where the Auto-Time Zone Adjustments come in, they will look at the allowed call time frame and based on the area code of the number you are dialing, to auto-adjust the time frame to allow a call from Eastern Standard Time at 8:00 PM to Pacific Standard Time at 5:00 PM, allowing Call Centers around the world to operate for an additional three hours!

Voicent Communications is happy to announce a new feature for Call Center Manager!

Version 8.6.0 and later will now have the ability to view reports related to their agents.

Some of the features in the agent report are as follows for their current session and all sessions:

1. Login Since / Total Login Time
2. Calls Anwered
3. Talk Time
4. Wrapup Time
5. Idle Time

Some of the features in the campaign report are as follows for the current session and all sessions:

1. Total Calls
2. Answering Machine
3. Failed
4. Answered
5. Connected To Agent
6. Callee Abandoned
7. Dropped Calls
8. Drop/Total Calls
9. Drop/Answered Calls

All of these reports can be exported based on a selection in our built in calender, allowing you to view statistics for today or a whole month!

VOIP Service Error: 503 Service Unavailable for the SPA3102 can be a result of not allowing enough hang up time.

To solve this problem from occuring you will need to modify a setting inside Voicent Gateway. Open “Voicent Gateway” and select “Setup” -> “Options”.

On that page at the bottom left you will see “Hangup wait for 5 seconds after hanging up the phone in order to free the phone line”. Change that to 10 or 15 seconds and this will ensure that the line is free before it tries to place another call.