EGS was running a campaign which would contact their debtors multiple times in the same day, moving the user from one campaign to another. Voicent software does not have any restrictions on the number of times you can call someone, nor does the Voicent software know if you are a debt collector. Clearly the campaign that EGS was running that generated them revenues of $1.2 billion in 2011, was successful at collecting the debt, however there are other legal ways of getting a positive return.

Voicent’s Call Center Dialer / Agent Dialer / Predictive Dialer has an integrated alternate-phone system allowing you to specify multiple phone numbers for a single campaign. In some states(Contact your local attorney for FCC/FTC laws in your area) you are allowed to use multiple contact methods to attempt to reach the person you want to collect debt from, which in most cases will double, or triple your return rate.

In the above picture, you will see some Alternate Phone options. They are:

• Call Failed
• Call answered by answering machine
• Call answered but there is no response or confirmation
• Always call alternate number

The above options, will let the Dialer escalate the calls from one to another depending on what you check. If you want the system to call alternates in the case a call fails, or one is answered by an answering machine, or call is answered but there is no response or confirmation. Lastly, you can tell the Dialer to always call the alternate number. The Alternate phone system is part of our Call Center Suite, specifically a feature within the Voicent Agent Dialer.

Luckily, our Call Center Manager with Rules Engine can accomplish this.

The steps to utilize this feature are outlined below:

*Required: Call Center Manager with Rules Engine

1. Open Call Center Manager
2. Go to “Manage”
3. Go to “Rules Engine” -> “Set Line Usage Rules”

An example rule is as follows: If you are calling a telephone with the area code 408, it will only use channels 1 to 9 to make the call. The first 9 channels have a caller ID associated with 408.

Rule Name:

AreaCode408

Condition:

(__Call__.Phone.length() == 11 && __Call__.Phone.substring(1,4) == '408') || (__Call__.Phone.length() == 10 && __Call__.Phone.substring(0,3) == '408')
Apply to lines:

__Line__.Number < = 10

Explanation:

__Call__.Phone.length() == 11

Will check the length of the telephone number.

__Call__.Phone.substring(1,4) == '408'

Will grab the second, third, and fourth letters of a telephone number. It will ignore the first number which is usually a country code.

The steps in this article assume that you have the software already installed and that you have the appropriate license to support your total number of agents. Select “Call Transfer” tab and

Step 1:

Download the remote agent/agent desktop software onto the computer you wish your agent to use

http://voicent.com/download/voicent8r.exe

Step 2:

Locate the local IP address to the computer running the “Voicent Gateway”. The Gateway machine is the one that we will be remotely connecting too. Open the “Voicent Gateway” on the server machine and under the “Status: Running” you will see “Host: name(192.168.0.1)” or something similar. Write the numbers between () down, you will need it in the next step.

Step 3:

Run the Voicent8r.exe installer and during installation select, “Connect to a computer networked locally” and enter the IP address I had you write down earlier.

Step 4:

Log in to the remote agent so that your agent may start receiving calls.