Predictive Dialer | Call Center Software » voip

Using Predictive Autodialer to Forward Live calls to VOIP IPBX

info — Fri, 19 Apr 2013 00:12:43 +0000

Instead of using the predictive autodialer and remote users, we want the predictive autodialer to forward the live calls to our VoIP IPBX (i.e. a specific number). This number is connected directly to the Sales agent queue and our Call Center software distribute the call to the available agent.
How do we set this up?

You will just need to set that VoIP IPBX’s phone number within the “Voicent Gateway” -> “Setup” -> “Options” and go to “Call Transfer” and input the phone number you want autodialer to transfer to.

FlexPBX and Remote Agent status updates

info — Wed, 03 Apr 2013 21:36:32 +0000

I’m testing this and I have 2 agents both logged in & using RemoteAgent. One is on the local LAN and the other is not. One says idle and updates the status and the other says idle, no status update: Shareware limited. Obviously I am asking about the one that is not updating the status. Is this because I am running the demo of PBX Flex and/or Call Center Mgr? Would I need to purchase a license for both PBX Flex & Call Center mgr to fix this or would I only need the PBX Flex license?

The one that is a remote agent(Not on Local LAN) will require the remote license to be able to interact just like the local agent. This is because you do not have a remote agent add-on for the dialing system, Flex PBX for inbound or AgentDialer/BBP for outbound.

Where can I find more information (i.e. cost,features, etc) on this remote license? I have not seen it anywhere on your website.

Here you can find upgrade pricing for Flex PBX, for Flex PBX, each line will let you have 5 extensions, these extensions can be local or remote agents.

http://voicent.com/store/pbx_upgrade.php

Using Wireshark to diagnose VOIP problems

Voicent Support — Tue, 16 Oct 2012 21:17:10 +0000

Nowadays, VOIP services and software are easier to setup. But from time to time, you may still have issues like not being able to connect to your VOIP service, not getting audio when a call is made, or just getting one way audio. These issues are usually related to your network connection, such as your router, firewall on your router, firewall on your computer, etc, and they are relatively hard to diagnose.

A nice tool to use to diagnose these problems is Wireshark, which is a networking traffic monitoring tool that understands VOIP protocols. It is also free.

It is a technical tool and may only be suitable for tech savvy users.

Here are the steps to use this tool:

1). Start the capture and set “sip” or “rtp” as the filter, hit apply
2). Restart Voicent gateway
3). Make a test call.
4). Check the capture result and stop the capture.

If you have audio related issues, select “rtp” as your filter. If you have two way audio, you should see packets sent and received from the computer. If you only see one way traffic, then the audio for that direction is somehow blocked.

If you have connection issues, select “sip” as your filter.