Agent record phone conversation

Posted on February 3, 2010 | By Voicent Support

Does an agent able to record the all conversation between agent and their customer ? Is it automatic or manual ? and if it can, how to calculate disk size for their pc?

Yes. It could be automatic or manual.

To make recording automatic, go to Voicent Gateway > Setup > Options > Call Transfer, then select “Record every transferred call“. To make manual recording, simply click the Record button from the screen popup window when a call is transferred.

The recorded audio files will be saved on the computer that runs the gateway. By clicking a link, you can access every recording file from the Agent Dialer spreadsheet.

The recording file format is PCM 8Khz, 16 bit, mono, so normally you need 16K bytes per second of recording.

Posted in Predictive Dialer |

No Agent Logged in

Posted on February 3, 2010 | By Voicent Support

Hello I am having trouble starting the predictive dialer. Once I select start predictive dialer I receive an error message stating “there is no agent logged in”

When you use predictive dialer, the system makes outbound call. Once the call is answered, it will be connected to an agent immediately. If there is no agent available, all calls will be dropped since nobody can tolk to the callee. To log in to receive call transfer, you must run RemoteAgent software.

By default, Voicent Gateway starts the RemoteAgent software on the same computer. It will be logged in as “local agent”. Please open Voicent Gateway, select Setup > Options > Call Transfer tab. Make sure “Transfer to agent’s computer using screen popup” is selected, and “(Enterprise Edition) do not show popup screen from the computer” is unchecked. If it is checked, no RemoteAgent program will be launched.

If you have Enterprise edition, you could run RemoteAgent software on a different computer. For example, you can setup Voicent Gateway in your office, and run RemoteAgent software from home.

Posted in Predictive Dialer |

Simultaneous Outgoing Calls

Posted on February 2, 2010 | By Voicent Support

We will be needing to handle simultaneous outgoing calls. Are there limitations there with the gateway? Is that dependent on the VOIP provider?

Not on the gateway side, all you need is a license that supports that many “lines”.

On the VOIP provider side, you need that many “channels”. Each channel is a kind of virtual “line” for making phone calls.

You can test 10 lines with the shareware edition.

How many “lines” does the non-shareware edition support? If we plan to be calling a few hundred customers a day, how many “channels” do you think are appropriate? Do you have any literature that you can point me to regarding this?

A few hundred calls a day is a small system, you probably need only 4 lines. The software can go up to a hundred lines if you have the right computer and bandwidth.

Thanks can you tell me where I can find information on the necessary bandwidth? Also if I have more than one SIP account setup in my gateway, how can I direct calls to use one account versus the other?

For hardware requirement, please see Voicent installation FAQ. You can also find information in the Voicent Quick Start Guide from the download package.

You can setup more than one SIP providers in the Gateway. However, you will not be able to specify which provider to use from the application (such as Agent Dialer or Broadcast By Phone). But you can disable a VOIP provider from the gateway. All you need to do is set the “start line” to zero from the SIP account settings.

Posted in Predictive Dialer, voip |