Preview dialing is when agents view the customer’s information first before requesting the system make the call. As the system goes through the list the agents are also able to view the customer’s call history and can prepare for the call before connecting to any customers. This type of dialing is often used when an agent needs to prepare a script or specific information before making a call. Naturally, this method of dialing is slower than predictive dialing because no calls are made until an agent manually makes or approves a call to be made.

Power dialing (also known as force dialing, speed dialing, or semi-automatic dialing) places calls only when an agent chooses to. This type of dialing is essentially manually dialing through a call list, as opposed to a form of automated dialing. Power dialing is included as a feature in Voicent’s Agent Dialer where it’s known as semi-automatic dialing.

Related to semi-automatic dialing is what’s commonly known as voice drop. This method simply leaves a message on an answering machine or voice-mail then immediately moves on to the next call. This feature is also available with semi-automatic dialing, where you can simply click a button to play a message and then hang up the call to move on to the next number in your call list.

Voicent’s predictive dialer, Agent Dialer, can handle answering machines and voicemails in a couple of different ways. If you are most interested in getting live calls to your agents as fast as possible, you can speed up your predictive dialing by enabling “disconnect as soon as answering machine is detected” in the Gateway. This frees up lines faster which allows Agent Dialer to make more calls in a shorter amount of time, increasing the chances that your agents will get more live calls.

Agent Dialer can also automatically leave a message of your choosing on answering machines. For example, you can leave a callback number or a trial message while also running your predictive campaign. Agent Dialer gives you a number of customization options, from leaving a simple recorded message to text-to-speech enabled specialization, such as speaking your lead’s name or interested products.

This option also allows you to play a message for human pickup as well if desired. Agent Dialer will automatically play the message you design then transfer the call to one of your agents.

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.