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:

General FAQ
Installation FAQ
Gateway FAQ
BroadcastByPhone Auto Dialer FAQ
Agent Dialer Predictive Dialer FAQ
AutoReminder Appointment Reminder FAQ
License FAQ
Audio Recording & Quality FAQ
Skype FAQ
Voice Modem & Dialing FAQ
Developer and Integration FAQ

Searchable Knowledge Database

Please check our searchable Knowledge Base. Contents are added daily.

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

In order to get email or phone support, you must have the current 5.x or 6.x release. New release contains many feature enhancements and bug fixes. You can purchase upgrade at online store.

Use Help -> Report Problem

If you experience poor call quality, long delay at the beginning of the message, static in the phone audio: 1) if you use 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 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

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 make a payment before you call for technical support. [Remember, we offer free email support.]

	Annual maintenance and upgrade: $349
	Per incident support: $69 every 30 minutes

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.