Predictive Dialer | Call Center Software » failed.line unavailable

World’s Largest Debt Collection Operation Settles FTC Charges, Will Pay $3.2 Million Penalty

info — Fri, 12 Jul 2013 18:02:11 +0000

The world’s largest debt collector has been fined $3.2 million by the Federal Trade Commission. Expert Global Solutions(EGS) and its subsidiaries have agreed to stop harassing consumers with allegedly illegal debt collection calls. The law they violated was the number of times they could contact the same phone number in a certain time frame.

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.

How to add more remote agents?

info — Thu, 20 Jun 2013 23:50:53 +0000

Adding new agents to an existing call center is a common task, but very simple.

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:

Samsung Officeserv 7400 PBX “Failed.Line Unavailable”

info — Fri, 05 Oct 2012 16:44:37 +0000

We’re setting up auto dialer with a Samsung Officeserv 7400 pbx. We have the sip extensions, and we can see they are getting registered with Voicent Gateway. However, when we try and send out a broadcast, we keep getting “Failed.Line Unavailable”. Also when we try and record a message by phone, by dialing the sip extension, Voicent picks up the call then hangs up immediately. Can you help?

Ensure that the Samsung Officeserv 7400 is using one of these voice codecs; G.711, 729A, or 723.1.

Based on the error logs provided other troubleshooting tips are.

1) Both problems seem to be related to some connection issue. Is the gateway computer on the same LAN as the PBX?

2) If not, check the switch/router/firewall programs in between.

In addition, check your PBX log files to see if there is any error.