Frequently Asked Questions

Voicent Technical Support Team has compiled very detailed and complete technical information. Your questions will most likely be answered in the following FAQs:

System Requirements FAQ
VOIP/SIP FAQ
Skype FAQ
Voice Modem FAQ
License FAQ
Voice Recording & Audio Quality FAQ
BroadcastByPhone Auto Dialer FAQ
Agent Dialer Predictive Dialer FAQ
AutoReminder Appointment Reminder FAQ
Gateway FAQ
Developer and Integration FAQ
General FAQ

Searchable Knowledge Database

Please check our searchable Auto Dialer Knowledge Base. Contents are added daily. Additional Knowledge bases are available: IVR Knowledge Base and Predictive Dialer Knowledge Base.

Program Help Files

Please check the Quick Start Guide in Voicent software package.
User manual can be accessed from the Program -> Help -> Help Topics.

Troubleshooting

Here's the Troubleshooting Guide. Troubleshooting manual can also be accessed from the Program -> Help -> troubleshooting.

If you experience poor call quality, long delay at the beginning of the message, static in the phone audio: 1) if you use VOIP internet dialing service (SIP or Skype), make sure you have a good and reliable internet connection, 2) if you use a voice modem, make sure you use Voicent 3025 voice modem. We do not support other brand of voice modems. Please refer to Voice Modem FAQ for more information.

Free Email Technical Support

The best and fastest way to get email support is submit log files from the program. If you have Voicent product installed, please open the product, select Help > Report problem... from the program main menu. The program will send us your problem report along with the log files. Our support engineers need these log files to diagnose your problems. You’ll get a faster response when log files are attached.

Please note that if you stop and restart the gateway, the log file will be overwritten. Only one backup copy is kept. You should send us the log files right after you experience any problem.

Free email support is provided only for the current release, or for customers who have purchased the product within a year. New release contains many feature enhancements and bug fixes. You can purchase upgrade at online store.

If for any reason you cannot use the above method to report problem, please email directly to support @ voicent.com. . If possible, please attach your gateway log files in your email. Voicent Gateway log files are usually located at:

C:\Program Files\Voicent\Gateway\logs

Paid Phone Support

Due to our very limit engineering resource, technical phone support is not free. You must purchase the phone support in order to have a highly experienced technical engineer to help you trouble shoot over the phone.

Per incident support: $119 per hour

After you have purchased phone support, please request a support call back here.

Developer Network Members

Please visit our developer area. If you want to become a member, please contact sales department.