Help Document

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

Frequently Asked Questions:
Installation and Hardware Requirement FAQ
License FAQ
BroadcastByPhone Auto Dialer FAQ
Agent Dialer Predictive Dialer FAQ
AutoReminder Appointment Reminder FAQ
Gateway FAQ
Audio Recording & Quality FAQ
SIP (VOIP) FAQ
Skype FAQ
Voice Modem & Dialing FAQ
Developer and Integration FAQ
General FAQ

Searchable Knowledge Database

Please check our searchable 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.

Contact technical support

Preferred Method

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.

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.

This is the preferred way. Our support engineers need these log files to diagnose your 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

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.

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 it.

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 purchase phone support before you call:.

	Annual maintenance and upgrade: $399
	Per incident support: $119 per hour

Developer Network Members

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.