Questions about Voicent Agent Dialer…

Q – Can a predictive campaign play the intro message then transfer to the agent then can the agent play another message (as in the speil)?

A – A message in Agent dialer can only be player once the call is connected. The message will be selected to be played only when the agent selects to play message on the agent pop up window once the call is connected.

Q – Can I change the date format?

A – No, for now it’s the US display only.

Q – Do I need manager to redirect calls to multiple agents?

A – To direct calls to different agents connected to your main campaign will require the enterprise edition. The enterprise edition will allow you to have remote agents on extensions setup on your system and gateway.

Q – In predictive mode can I play an introduction which the agent is privy to and can interrupt if necessary?

A – Yes. The message player has a Start play and stop play function, so you can start or stop whenever is necessary.

Q – How do I set up 5 agents?

A – To set up 5 agents it would first require purchasing the enterprise edition software and then purchasing remote agents to have them connect to your main campaign.

Q – How can I make it so agent’s don’t have access to internet?

A – IF they are all going to be in the same office the connection to their computers will be over a local area Network(LAN) that will be connected to a router which will then be connected to the Voicent gateway. Make sure the internal router dose not connect with the internet but instead only works within the local network.

Q – How can I reduce the period between a human answering and being transferred to an agent? i.e. less than 3 seconds

A – The detection process is determined by many factors but what is most important is the quality of the phone call audio, the strength of the internet signal (wireless not recommended), and the speed of your computer to process the tones and voices.

Q – Describe “Forced Message Play” gateway > setup > options > advanced

A – “Forced Message Play” is specifically for Broadcast by Phone. If a pickup occurs and no one answers for for a period of time (30 seconds being the minimum) then it will play the automated message.