We need to be able to keep extended recording history from our outgoing campaigns. I’ve enabled recording all calls on the gateway but see no option for creating an archive or backup of any kind. Ideally for what we do if we could have an export option in the dialer allowing us to create a backup of the .aoc linked to a backup directory of the call recordings when we’ve completed a campaign. What suggestions do you have?

First, some background on the recording files. All recording files are saved under the program folder. For Windows XP, the folder is:
C:\Program Files\Voicent\AgentDialer\[winuser]\message
and on Windows Vista or later, the folder is:
C:\Program Data\Voicent\AgentDialer\[winuser]\message

Under the message folder, the audio files are arranged based on the year, month, day. This arrangement should be pretty easy for anyone to archive the recorded audio files. You either manually copy these files or use some online backup or archive services.

The second fact is about the links saved in the spreadsheet (.aoc) file. The link is saved using the standard HTML a tag. The path to the recording file is saved in the href attribute. If you double click on the status column (not on the Record link itself), you should see the detailed info about the link. Now since a .aoc file is simply a regular Windows file, you can save or archive it the same way as the audio recordings.

You may consider to use a similar folder structure or file naming convention to help you go back to previous campaigns. If you need to re-use the call list, you can do a “save as”, and use the new call list for the new broadcast.

Use automation

If you need to refer to previous campaigns or recordings often, you may consider using a CRM system, such as the free SugarCRM. You can then utilize the Voicent’s programming interface for integration. The easiest is to use the command line callback function, which is invoked after each finished call. You can have your IT engineer to write a simple script (callback function) to save the link and audio file to the CRM. This should allow your agents to refer to the recordings in an organized way in the CRM.

We have the enterprise edition for 4 users, that we just purchased, and we would like to configure it so it transfers 2 calls to a phone number and 2 calls to a computer screen. Is that possible? If so, please send instructions

Yes, you can do so even though the usage is not that common.

You will need to have 4 total remote agents running on four different computers. To set up transfer call to phone, on the RemoteAgent, click on Setup > Call Transfer Options. Select the radio box that says Forward to a land line or cell phone, and put the desired number. You need to enter the full telephone number including the country code. If you are in the US and Canada, the country code is 1. The full number is a 11 digit phone number.