Packet8, now 8×8, is a VOIP service that can be used with Voicent software. To configure, open Voicent Gateway, select Setup > Options > SIP tab, click the Add button.
Display Name: {Anything you’d like.}
SIP ID: {Your Packet8 phone number, including leading “1″}
Domain: packet8.net
User: {Your Packet8 phone number, including leading “1″}
Password: {The 10-digit PIN code they emailed you that you entered during activation.}
Leave everything else at the default.
How do we transfer a call that’s live to an offsite phone number? I’m other words, when the agent has someone on the line with using the remote agent, predictive dialer, how do they then transfer a live call to an offisite number? I have searched the documentation and do not see this anywhere.
The agent call transfer feature is added in release 8.
When an agent is connected to a customer, besides the usual call recording, entering call notes in the popup screen, he can do a few more actions through the dial pad. The dial pad button is also on the agent popup screen. He can:
1. Enter any touch tone key (DTMF tone). This maybe necessary to navigate some IVR system.
2. Click a button to play an pre-recorded audio file.
3. Transfer the call to another agent who is running Voicent RemoteAgent or to a mobile or land line phone.
When initializing Voicent Gateway, I receive a message that says: Error: Failed to create Skype COM Instance. Voicent Help tells me to re-download Skype and check off “EXTRAS MANAGER”. SKYPE no longer offers the “EXTRAS MANAGER” and discontinued it after v.5.3. My SKYPE v.5.5.0.113
What are my options. I just purchased Voicent and have not been able to use it as yet.
You have two options:
1). Uninstall Skype version 5, and install Skype version 3.8. You can download the older version skype 3.8 here. One restriction is that Skype 3.8 does not run on Windows 7. So if you have older Windows, you should be fine.
2). Use Skype Connect, which is Skype’s business service. With Skype Connect, you do not need to use the Skype software in order to make calls. Voicent software can directly connect to Skype’s service.
For more details about setting up Voicent to use Skype.