Help Document
Voicent Technical Support Team
has compiled very detailed and complete technical information here.
Your questions will most likely be answered here.
Frequently Asked Questions
1.
General FAQ
2. Installation FAQ
3. Gateway FAQ
4. AutoReminder FAQ
5. BroadcastByPhone FAQ
6. Voice Modem & Dialing FAQ
7. Audio Recording & Quality FAQ
8. License FAQ
9. Developer and Integration FAQ
10. Skype FAQ
Searchable Knowledge Database
Please check our searchable
Knowledge Base. Contents are added daily.
Program Help Files
Please check the
Quick Start Guide
included in Voicent software installation package. Program Help file can be accessed from the Help ->
Help Topics.
Troubleshooting
Contains solutions to most of the
problems related to modem installation, message playing long delays,
modem not making calls, and bad call quality. You can also access it
from the Help menu of your program.

Troubleshooting Guide
Contact technical support
In order to get email or
phone support, you must have the current 5.x release.
This release contains many feature enhancements and bug fixes for
older releases. You can purchase upgrade from our
online store.
(Free) Use Help --> Report Problem
Please make
sure that you are using Voicent 3025 data/fax/voice modem. Problems
like poor call quality, delay at the beginning of the audio message
are most likely cause by a poor quality voice modem. We do not
support other brand of voice modems. Please refer to
Voice Modem FAQ for more information.
If you have our product installed,
please select
Help --> Report problem
from the program main menu.
The program will send us your problem report along with the log
files.
This is the preferred way. Our support engineers need these log
files to better diagnose problems. You’ll get a faster response when
log files are attached.
Please also 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
If for any reason you cannot use the above method to report problem, please email us at
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.
There are usually 4 log files. output.log,
output1.log, error.log, and error1.log. If the file is empty, you do
not have to send us the file.
Paid Phone Support
Technical phone support and trouble shooting is
available only for customers with valid support contract. If you
have purchased support plan, please
request a support call back here. If you do not have support
plan, please make a payment before you call for technical
support. [Remember, we offer free email support.]
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Annual maintenance and upgrade: $349
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Per incident support: $49 every 30 minutes |
Developer support plan is different from support plans listed
above.
Please visit our developer area. If you want to become a member,
please contact sales
department.
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