Trying to find a predictive dialer that will integrate with a Shoretel phone system. Does your product integrate into the Shoretel system or is it run as a separate application? We are looking for as much integration as possible

Yes, Voicent software should be able to integrate with a Shoretel system. If you have any specific question about the setup, you can also download the predictive dialer software and give it a try.

Basically Voicent software will act as Shoretel extensions when dialing out; once it reaches a live person, the call will be transferred to an agent’s computer. The agent will see a popup screen and he can talk on the phone using a computer headset. Further, he can enter notes for the call, click a button to play a pre-recorded message, record the conversation, etc. The transferred call is not going to ring on the agent’s extension – this is because it will take too much time to ring and the person on the line is likely to hangup the call.

The configuration should be relatively straightforward. Download and install Voicent AgentDialer on a server computer, configure it to use Shoretel for its outbound dialing lines. For each agent’s computer, install Voicent RemoteAgent software. RemoteAgent allows agent to login, logout, enter call notes, record phone conversation, talk over the phone using a computer headset, etc.

Configure AgentDialer to use Shoretel

Step 1. Configure Shoretel PBX to create user extension for SIP device. The following are copied from Shoretel 8000 user manual. Your system maybe different, so check the user guide comes with the Shoretel system.

Creating User Extension for SIP Device

You need to create a user extension for the IP 8000. This is accomplished from ShoreWare Director by selecting “Administration” followed by “Users…” then “Individual Users”. This action will bring up the “Individual Users” screen, at the top of the page, to the right of “Add new user at site:” select the desired site (from the drop down menu) where the user will reside and select “Go”. This action brings up the “Users” “Edit Users” screen.
Define the “First Name” and “Last Name” as you deem appropriate. ShoreWare Director will auto-assign the next available “Number” (i.e. extension), you can modify it to any available extension. Define the “License Type” as needed, in this example we chose “Extension and Mailbox” although it’s not necessary to have a mailbox. Define the proper “User Group” and set the “Home Port” to “Any IP Phone”. Save your changes, then scroll down to the “SIP Password:” section...

Step 2. Configure Voicent gateway to use the newly created user extension.

Open Voicent gateway > Setup > Options > SIP tab > Add a new account. Use the user extension profile info for the SIP account.

Hello, I have a customer full with analog extensions. Would this software work with those analog lines. What is necessary for this ?

To connect to analog phone lines, you can use a voice modem to connect a computer with a phone line. This is doable, but not recommeded. One reason is that voice modems only work with Windows XP, so you cannot do it with newer Windows. The other problem is that it is hard to operate the software with an analog phone line. Maybe for single line it is OK.

The best way to using Voicent AgentDialer with these analog extensions is to use a PBX system that supports VOIP/SIP extensions. Then you can configure Voicent to use these extensions directly without any telecom hardware. Most major PBX systems, like Cisco, Avaya etc, support VOIP extensions. So regardless of the type (analog, digital, SIP trunk) of outside lines of the PBX system, as long as you can configure these SIP extensions, you can use Voicent AgentDialer. This is the best option.