1. PREDICTIVE DIALER AND
REMOTE AGENT SETUP GUIDE
RELEASE 8
TM
VOICENT AGENTDIALER
TA B L E O F C O N T E N T
I. Overview
II. Install and Setup Server
III. Test AgentDialer on the Server
IV. Use a better headset
V. Running Multiple Lines
VI. Install RemoteAgent Software
VII. Setup RemoteAgent from the Same Network
Appendix A. Troubleshooting
Appendix B. Check Your Firewall Program
Appendix C. Setup RemoteAgent from the Internet
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2. VOICENT COMMUNICATIONS INC
OVERVIEW
Voicent AgentDialer is an easy to use predictive dialer that you can rely on
for your telemarketing campaigns. Besides many traditional predictive dialing
features, the tool offers the following key improvements:
1. Software Only Solution
No need for physical phone lines, Dialogic board, or voice modem. All you
need to do is to configure the software to make calls through an Internet
calling (VOIP) service or your PBX system
2. Remote Agent
Agent can work at home or office. Calls are forwarded to agent’s
computer over the internet or local area network.
Predictive Dialing
Internet
Agent work at home
LAN
Agent work at office
For predictive dialing, AgentDialer makes calls to clients on a call list; once a
call is answered by a live human, the call is transferred to an agent; on the
agent’s computer, an alert window (screen popup) pops up, and the agent
can talk to the client right away. The screen popup contains all the
information about the client. The agent can record the conversation, click a
button to play an audio file, and enter notes in the same pop up window.
Here are predictive dialer demo videos.
Voicent AgentDialer also supports semi-automatic dialing. Using the semi-
automatic mode, an agent can initiates a phone call, play a pre-recorded
audio file, record the conversation, and transfer the call to another agent, all
with a single mouse click.
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3. VOICENT COMMUNICATIONS INC
INSTALL AND SETUP SERVER
1) Install Voicent Software
Run the Voicent installer and follow the on screen instructions to install
Voicent Gateway and AgentDialer. If you do not have the software CD,
download it from:
http://www.voicent.com/download
2) Setup Phone Service
Find the Voicent Gateway icon on the
Windows taskbar. Click to open it and select
Setup > Phone Call Setup Wizard from the program main menu.
Follow the on screen instructions to complete the setup.
For predictive dialing, you should choose Internet Phone Service or PBX’s
IP extensions during the Wizard setup.
TEST AGENT DIALER ON THE SERVER
Open Voicent AgentDialer; enter your phone number, such as your cell phone
number, in the Phone column. Please note you need to specify 1 for US
phone number, where 1 is the country code. (You could set the dialing rule to
automatically add 1. Please set it from the Outbound tab under Voicent
Gateway main menu > Setup > Options).
1) To start predictive dialing, please select Predictive from the program
main menu, then select Start.
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4. VOICENT COMMUNICATIONS INC
2) The system should call your number automatically. When your phone
rings, answer the call and say “hello”.
3) The system checks for human voice over the phone line. If it detects a live
answer, it should immediately show the following popup screen:
4) Once you see this popup screen, the phone call is connected to the
computer and is ready for conversation. You can then use a computer
headset to listen and talk.
USE A BETTER HEADSET
It is very important to have a good quality headset for making phone calls. A
lot of cheap microphones catch background noises and generate static. If you
experience poor audio quality during the call, the best thing to do is to use a
better headset.
We recommend Plantronics Audio 655 DSP or Creative HS-
600 noise canceling headset.
To fine tune the audio for the headset, please select
Windows control panel > Sound and Audio Devices.
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5. VOICENT COMMUNICATIONS INC
RUNNING MULTIPLE LINES
It is easy to run multiple phone lines (to make simultaneous calls). All you
need to do is specify the number of lines to use. (Gateway > Setup >
Options > SIP tab > SIP account). Please make sure your VOIP service
provider does not limit on the number of channels (one channel for one call)
you can use.
INSTALL REMOTE AGENT
If you have AgentDialer Enterprise Edition, you can let your agent answer
calls from another computer. As long as the computer is connected to the
network, it can be located in a different office or even at a remote site.
To turn off the screen popup on the server computer, please select Voicent
Gateway main menu > Setup > Options > Call Transfer, then check the
box labeled “Do not show popup window on this computer”.
Install RemoteAgent Software
For agents work on computers other than the server computer, you need to
install the RemoteAgent software. The installation package is the same one
you use to install AgentDialer.
To install, run the Voicent installer, and on the first screen shown below,
select Client Programs, click Continue. On the next screen, install
RemoteAgent.
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6. VOICENT COMMUNICATIONS INC
SETUP REMOTE AGENT ON THE SAME NETWORK
If the agent’s computer is on the same local area network (LAN) as the
server computer, it is relatively easy to setup the RemoteAgent software.
Click the RemoteAgent icon
to run the program. Click the
Hosts… button on the main
window.
From the Voicent Gateway
Servers window, select
localhost, then click the
Delete button.
Click the Add New… button,
enter the server name or IP
address. (You can find this
information on the gateway
main window). Select “Auto
connect when program starts”.
Click Add.
Agent Login
Agent must login to the gateway server in order to answer calls. To login,
type in any name and click the Login button as shown below.
Now start predictive dialing. The system will transfer call to this agent
whenever there is live answer. Once the agent sees the screen popup, he can
start talking over the phone (use a computer headset)
That’s it!
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7. VOICENT COMMUNICATIONS INC
APPENDIX A: TROUBLESHOOTING
1) Make sure the gateway is running on the server
Please click the gateway icon to open it. Make sure the status is Running.
If the gateway fails to start, and if there is a link below the status, click
the link to see the help. If not, please check the troubleshooting tips by
selecting Help > Troubleshooting… from the program main menu, and
take a look at topics labeled “Voicent Gateway is not running”.
2) Test gateway connection using a browser on the server
Open your web browser, then type in the following address in the address
bar: http://localhost:8155/appclient.jsp?action=ping
If you see the return as [OK], then Voicent Gateway is running and is
ready to receive connections from remote computers.
3) Test gateway connection using a browser on an agent’s computer
On the computer that you install RemoteAgent, open your web browser,
the type in the same address as shown above. Please replace localhost to
the IP address of the server computer.
If login fails and Voicent Gateway is running, then the most likely cause of
the problem is your firewall program. A firewall program can block the
communication between Voicent Gateway and RemoteAgent. Here are some
of the troubleshooting tips.
More troubleshooting tips are described in the Enterprise Edition Setup
Guide. You can access the document from Windows Start Button > All
Programs > Voicent.
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8. VOICENT COMMUNICATIONS INC
APPENDIX B: CHECK YOUR FIREWALL PROGRAM
Make sure accessing Voicent Gateway is enabled from Windows Firewall.
From Windows Control Panel, open Windows firewall; click on the
Advanced tab, choose Local Area Connection, click on the Settings…
button, tclick the Add… button; enter the service settings, and click OK.
Add gateway port 8155, and remote
agent port 8165 to the service
settings. Once added, Windows
firewall should unblock Voicent for
the remote access.
Your computer usually have other
anti-virus or firewall software
installed (Norton, McAfee, etc).
Check the vendor’s manual for
instructions on how to unblock a
program. For example, you can
unblock Voicent gateway from Norton
firewall program under its Internet
Security and Firewall Options window
as shown below.
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9. VOICENT COMMUNICATIONS INC
The programs that need to be unblocked are: vxengine.exe, spengine.exe,
vgate.exe, adclient.exe. They are under the folder:
C:Program FilesVoicentGatewaybin
One way to test is to disable firewall program temporarily; or uninstall the
firewall program, and then install it back when everything works.
A P P E N D I X C . S E T U P R E M OT E A G E N T F RO M T H E I N T E R N E T
It is somewhat complicated to access Voicent server software from the
Internet. The setup normally involves configuring your firewall hardware or
software. It does not involve configuring Voicent software. Voicent can not
and will not provide support regarding issues related to your ISP or hardware
providers. Please contact your ISP or your router/firewall provider for these
issues. Another place to get help is your local computer service companies
that provide onsite service.
For more information, please take a look at the Enterprise Edition Setup
Guide. (Available from Windows Start button > All Programs > Voicent)
It is generally a good idea to make sure the RemoteAgent software can
access the gateway server from the same LAN. For details, please see the
previous section. Once it is working from the LAN, then you know that the
gateway is working, and it can be accessed from other computers.
More information can be accessed from Voicent’s website.
For more product info: http://www.voicent.com/support.
For product purchase: http://www.voicent.com/store.
For developer info: http://www.voicent.com/devnet
Copyrighted 2003 - 2011. Voicent Communications, Inc. All rights reserved.
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