I JUST ACTIVATED THE REMOTE AGENT IN ANOTHER COMPUTER OUTSIDE OF MY NETWORK, I AM ABLE TO LOG IN, HOWEVER I GET AN CALL BUT HEAR NO SOUND AT ALL, CAN YOU PLEASE HELP.

The audio between RemoteAgent and the gateway is through UDP ports, which needs to be opened if there is router/firewall between them. For details, please see open firewall ports for SIP. If you are not sure about how to open these ports, please check the user manual of your router/firewall products.

how come i need multiple telephone lines if am using the internet to make calls

For internet calling, there is no need for physical telephone lines. All you need is internet connection.

Since Voicent software supports VOIP, Skype, and physical phone lines, we use “line” for multiple things. If you are using physical line, then a line is a line, for Skype, a line is one running instance of Skype software, and for VOIP, a line is a channel. Basically, a “line” for Voicent takes care of one telephone call at a time. If you need to make multiple phone calls, you need multiple lines/channels for your VOIP account.

Can AgentDialer be setup so that it transfers a live call to a specifed phone number which any agent can answer as opposed to a pop-up on the agent’s screen? I want it to work like BroadcastByPhone Call Transfer but without the need for a key press by the person called

Yes. To setup, do the following:

1. On Voicent Gateway > Setup > Options > Call Transfer Tab, specify “Transfer Call to Telephone”

2. Start predictive dialing in AgentDialer, specify audio for live pickup in the options window. Please make sure to notify recipient at the end of the audio message that the phone is about to be transferred, and ask them to wait the transfer to be completed.

The audio message for live answer is important in this case. If it is left out, the person who picks up the phone will hear long silence. This is because unlike transfer to computer, the call transfer is not immediate.