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Help Document
Voicent Technical Support Team
has compiled very detailed and complete technical information here.
Your questions will most likely be answered here. 1.
General 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.
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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