quick start guide

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QUICK START GUIDE RELEASE 8 STEP 1: DOWNLOAD AND I NSTALL SOFTWARE STEP 2: SETUP GATEWAY FOR PHONE SERVICE STEP 3: FIND THE PRODUCT WALKTHROUGH ALSO: USE OUR FULL SETUP SERVICE FOR FASTEST, EASIEST SETUP HOW TO CONTACT SUPPORT HOW TO REQUEST A PRODUCT LICENSE KEY A PRIMER ON VOIP PHONE SERVICE SYSTEM REQUIREMENTS PRODUCT CATALOG GLOSSARY OF TERMS SETUP (OPTIONAL) SMS TEXT MESSAGING CLICK-AND-GO SOME CONTENT IN THIS GUIDE REQUIRES AN INTERNET CONNECTION TO ACCESS.

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A quick and easy guide to setting up your Voicent call center software.

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  • 1. C LICK - AND -G O QUICK START GUIDERELEASE 8STEP 1: DOWNLOAD AND I NSTALL SOFTWARESTEP 2: SETUP G ATEWAY FOR PHONE SERVICESTEP 3: FIND THE PRODUCT WALKTHROUGHALSO:USE OUR FULL SETUP SERVICE FOR FASTEST, EASIEST SETUPHOW TO CONTACT SUPPORTHOW TO REQUEST A PRODUCT LICENSE KEY A PRIMER ON VOIP PHONE SERVICESYSTEM REQUIREMENTSPRODUCT CATALOG GLOSSARY OF TERMSSETUP (OPTIONAL) SMS TEXT MESSAGINGS OME CONTENT IN THIS GUIDE REQUIRES AN I NTERNET CONNECTION TO ACCESS .

2. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8 PAGE | 2 STEP 1: DOWNLOAD AND INSTALL VOICENT SOFTWARE1) Download Voicent software from http://www.voicent.com/download.2) After the download is completed, click the Install Voicent Programs button.3) Now choose the Voicent program or programs you want to install. If you are conducting a trial of Voicent software, you can try as many programs as you like. Most of our software programs require you to first install the Voicent Gateway component. Just click on Install Gateway and follow the installer screen prompts. After installation, you should see desktop icons for each program you installed. The Voicent Gateway icon should appear on the Windows taskbar at the lower right corner of your desktop. The Gateway icon may be hidden. Click the < button to expose hidden icons. To open the Voicent Gateway, simply click once on the icon. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO STARTN EXT 3. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8PAGE | 3 STEP 2: SETUP GATEWAY FOR PHONE SERVICE In order for Voicent software to make and receive phone calls, you must setup the Voicent Gateway to use your VoIP phone service or corporate PBX system. Click the selection below that best describes your needs: I ALREADY HAVE PHONE SERVICEI DONT HAVE PHONE SERVICE Help me setup the Gateway with myGive me a quick recommendation VoIP phone service Help me setup Gateway with my Corporate PBX Help setup Gateway with my SIP Trunk Service In a hurry? Click here to learn about our guaranteed Full Setup Service,the fastest, easiest way to get Voicent running on your system. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO STARTN EXT 4. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8 PAGE | 4 STEP 2: SETUP GATEWAY FOR PHONE SERVICE:A quick recommendation For your convenience, here are two recommendations for VoIP phone service: Note: Its easy to swap out VoIP phone services, so dont worry about being stuck with a particular company. Later, when youve had time to investigate the choices, you can change your service. So, which service should you choose? In general:Choose Callcentric if you only need service for one or two lines. Callcentric has limited scalability, so it maynot be the right choice for you if you are going to need a lot of lines.Choose SkypeConnect, if you expect to need numerous lines. Unlike standard Skype, SkypeConnect uses anindustry standard SIP connection technology, providing business-quality service levels. It also has excellentscalability to hundreds or even thousands of lines. Click on either of the two links above to learn more or to create an account. Once you choose your VoIP service, you can have your Voicent test up and running in minutes. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO START N EXT 5. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8PAGE | 5 STEP 2: SETUP GATEWAY FOR PHONE SERVICE:Identify your service Find your VoIP Phone service below to get help setting up the Voicent Gateway to use it: Click here to setup the Voicent Gateway to use Callcentric Click here to setup the Voicent Gateway to use SkypeConnect For help setting up the Voicent Gateway to use another VoIP service, click the name of the service below. If your service is not listed, try using the set-up instructions shown for Callcentric. The setup should be similar.RingCentral | Vonage | Nextiva | ViaTalk | Vocalocity | Gradwell | FreshTel | i2telecomRapidvox | Broadvoice | DiamondCard | CallWithUs C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO START N EXT 6. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8 PAGE | 6STEP2: SETUP GATEWAY FOR PHONE SERVICE:Using Callcentric To use Callcentric: Click once on the Gateway icon in the lower right corner of your desktop. From the Gateway menu choose Setup > Phone Call Setup Wizard When asked to pick a VoIP service, select: Recommended and Use a VOIP Service (as shown on page 8). Click Next. On the next screen, select Use Callcentric. Click Next. If you already have an account, fill in your account number, password and number of lines, click Next and turn to page 7. If you dont yet have a Callcentric account, click here. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO STARTN EXT 7. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8 PAGE | 7 STEP 2: SETUP GATEWAY FOR PHONE SERVICE:Using Callcentric Click I want to call landline and Yes, I have selected a correct calling plan as shown at right. If you are testing with a free account, select I do not want to call regular phone numbers now. If you have multiple lines, select Yes, I have enabled Multiple Calls option in my Callcentric account. Click Finish. Thats it! You should be able to start using your Voicent software. Click here to learn how to find the Product Walkthrough included with every Voicent product. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO STARTN EXT 8. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8PAGE | 8 STEP 2: SETUP GATEWAY FOR PHONE SERVICE:Using SkypeConnect To use SkypeConnect: Click once on the Gateway icon in the lower right corner of your desktop. Choose Setup > Phone Call Setup Wizard When asked to choose a phone service, select: Recommended and Use a VOIP Service (as shown at right). Click Next. On the next screen, select Use SkypeConnect. Click Next. If you already have a SkypeConnect profile, login to your Skype Manager account, click on SkypeConnect Profile > Profile Settings > Authentication Details. Skip to the next page to see where to enter this information. If you dont yet have an account, click on Click here to create a SkypeConnect account. Your Internet browser will open to a web page with detailed instructions for creating a Skype Manager account and a SkypeConnect profile. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO START N EXT 9. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8PAGE | 9 STEP2: SETUP GATEWAY FOR PHONE SERVICE:Using SkypeConnectEnter your SkypeConnect SIP ID and password in theappropriate fields (shown at right).Now set the number of lines/channels for which youvepurchased subscriptions. Thats it! The Gateway will automatically configure the rest for you. You should now be able to close the Gateway and launch the Voicent program you are testing and get started. Click here to learn how to find the Product Walkthrough included with every Voicent product. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO STARTN EXT 10. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8 PAGE | 10 STEP2: SETUP GATEWAY FOR PHONE SERVICE: Using SIP Trunk Service Setup Gateway to use SIP Trunk Service:1) Get the connection information from your SIP trunking provider. Theconnection info is usually the IP address of the trunk service server.2) Select Setup > Options > SIP from Gateway main menu. Click the Add buttonto specify your SIP account. SIP trunk setup is very easy. Usually, you just need to enter the SIP trunk servers IP address in the domain field, and turn off domain registration (uncheck the Register with domain box, as shown at right). Thats it! You should be able to start using your Voicent software. Click here to learn how to find the Product Walkthrough included with every Voicent product. For additional help or to test your SIP service, go here: http://voicent.com/sip/setup-sip-trunk-for-voicent.php. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO START N EXT 11. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8 PAGE | 11 STEP 2: SETUP GATEWAY FOR PHONE SERVICE: Using PBX System Setup Voicent Gateway to use PBX System: The easiest method to configure Voicent software to use a PBX system is through the PBX systems IP extensions. Most major PBX brands support IP extensions. Before you start, take a look at your PBX connections. If your PBX is using a SIP trunking service, you should configure Voicent to use it. Follow the easy instructions on page 11. To setup Voicent software to use a PBX system, first contact your PBX system administrator or consult your PBX manual to make sure your system supports extensions for IP phones or softphones. If it does, you will just need to get a SIP extension number for each line/channel you want to use. Go here for step-by-step directions for setting up Voicent software to use a corporate PBX system: http://voicent.com/sip/setup-pbx-for-voicent.php. On that page you will find links to instructions for specific PBX brands. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO START N EXT 12. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8 PAGE | 12STEP 3: PRODUCT WALKTHROUGH The best place to get started with your Voicent trial is the Product Walkthrough. Every product has one. Simply open the Voicent software program. Then, from the programs menu, select Help, then select Product Walkthrough The Walkthrough will take you on a step-by-step tour of the product and show you its various features. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO START N EXT 13. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8PAGE | 13HOW TO REQUEST YOUR PRODUCT LICENSE KEY The trial versions of Voicent software are full-featured, however, Voicent marketing messages are included in call messages and there are some limitations on the use of some features. To eliminate the Voicent messages and remove all restrictions, you must purchase the software. Once you have purchased the software you can be issued a Product License Key that will make your trial version of the software fully-functional. After purchasing the software, you must send a request for your product license key before Voicent can issue one. To request your license key, please select Help > Request Product License from the programs main menu (as shown above right). The software will launch your internet browser and direct it to the Voicent license request web page. From the browser window, fill out the required information. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO STARTN EXT 14. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8PAGE | 14 HOW TO REQUEST YOUR PRODUCT LICENSE KEY After you submit your license request, your license key will be sent to you via email within one business day. Your license key is sent as an attached file in an email message.NOTE: Voicents software license keys are tied to your computers network card.For this reason, it is important that you request your license key from the computer on which you plan to use thesoftware.Transferring a Product License to a different computer requires a $69 transfer fee and can only be done for supportedversions of the software (currently versions 7 and 8). To learn more, visit our License & Product Activation FAQ page: www.voicent.com/license-faq.php. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO STARTN EXT 15. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8 PAGE | 15HOW TO CONTACT SUPPORT Voicent has thousands of satisfied customers around the world and has been in use for more than a decade. That means that most any problem you encounter has already been encountered by someone else and has a solution available in our searchable knowledgebase of articles and online documentation. The preferred way of contacting support is through your product menu (as shown at right). When you use this method, a product log file is automatically attached to your request. The log will help our support engineers diagnose your problem more quickly. For more product information go to: www.voicent.com/support. For developer information use: www.voicent.com/devnet. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO STARTN EXT 16. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8PAGE | 16 HOW TO CONTACT SUPPORT In addition to online help, program documentation and Product Walkthroughs are available in the Help menu (as shown at right). For those who desire it, we also offer Full Setup Services guaranteed to get you up and running quickly and easily. Phone support is offered, but we do charge a fee for it. We have found that most customers dont require phone support. Rather than raise product prices on all of our customers, weve opted to implement a pay-if-you-need-it policy, to keep our prices as low as possible. We strongly encourage our customers to take advantage of our unlimited product trials to make sure our software will work in their environment. If you need phone support, you can purchase per-incident support online at: http://www.voicent.com/store. After purchase, fill out the support call request form online at http://www.voicent.com/request_callback. Our support engineer will contact you promptly. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO START N EXT 17. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8PAGE | 17SETUP SMS (TEXT MESSAGING) Voicents BroadcastBy SMS program is capable of sending and receiving SMS (text) messages. SMS text messaging is also one of the automated notification options for Voicents AutoReminder program. In order to use these Voicent tools for text messaging, you must have: 1) A GSM modem (included in purchase of Voicents BroadcastBySMS software) OR A Mobile Phone capable of connecting to your computer through a USB port AND2) A SMS (texting) plan from a GSM-based mobile phone service such as AT&T or T-Mobile NOTE: Although GSM is common in Europe and the rest of the world, AT&T and T-Mobile are the only GSM-based mobile carriers in the U.S. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO START N EXT 18. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8PAGE | 18 SETUP SMS (TEXT MESSAGING) The following instructions are for setting up the Voicent Gateway to use a Zoom 4596 Tri-band USB Broadband Modem: 1) Plug your SIM Card into the Modem: A SIM card is used to identify your device to the phone company. When you activate your mobile service, you normally get a SIM card for your mobile phone. Take your SIM card out of your phone and plug it into the Zoom 4596 modem. 2) Connect the Modem to Your Computer: simply plug in the Zoom modem into any USB port. 3) Install Device Driver and Software: For the Zoom 4596 modem, the installation should be automatic. Find the COM port used by opening the Zoom 7.2M Tri-band modem software, select Settings > Diagnostics, you should see the COM port listed. 4) Configure Voicent Gateway to use the Modem: Select from Voicent Gateway main menu Setup > Options > SMS tab, click the Add button, select the COM port that is listed in the previous step. Click OK to continue. Thats it! You should be able to start using your Voicent software. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO STARTN EXT 19. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8 PAGE | 19SYSTEM REQUIREMENTS 1-Line -- Windows 2000, 2003, XP, Vista, 7 or later; Intel Pentium IV; 1G RAM Basic Broadband Internet 4-LineWindows 2000, 2003, XP, Vista, 7 or later; Due Core Pentium; 2G RAM Fast DSL/Cable Broadband 24 and more Lines Windows 2000, 2003, XP, Vista, 7 or later; Multi-processor, Xeon quad core 8G RAM; Gigabit Ethernet adapter Multiple T1 lines or T3 Generally, the more phone lines (for simultaneous phone calls) you use, the more hardware resources (processor/CPU and physical memory) and internet bandwidth you need. Text-to-Speech is a CPU- and memory-intensive application. Normally, you need to add at least 512M memory to your base system and increase your CPU processing power. Internet Bandwidth Requirement If you use VoIP service, each line requires 128Kbps for both upload and download. A typical residential DSL service with 1.5 Mbps download/512 Kbps upload speed can support 3-4 simultaneous phone calls. Additional Requirements for Call Transfer Call transfer for outbound calls is implemented as a conference on the Voicent dialing computer. Count each call transfer as one additional phone line. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO STARTN EXT 20. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8 PAGE | 20 GLOSSARY OF TERMS Auto Dialer Software that can automatically dial a list of phone numbers. Sometimes called robo dialer. Smart Auto Dialers can automatically dial a list of phone numbers and either play a pre-recorded message or have a computer-generated voice read a message aloud. Smart Auto Dialers, such as Voicents Agent Dialer, can also interact with recipients, allowing them to press a keypad number to confirm the call, leave a voice message, or even request to be transferred to a live person. DID Number Also known as an Online Number, a DID number looks exactly the same as a traditional phone number and allows anyone to call your SIP softphone from a landline or mobile phone. Most VoIP phone service providers offer DID numbers for a monthly charge. DID stands for Direct Inward Dialing. IVR Technology that enables automated interaction with telephone callers. Although very early versions were scorned (please press 1 for customer service, press 2 to be disconnected, press 3 to hear this message endlessly repeated ), sophisticated applications of the technology are now widely accepted and appreciated by consumers because they enable around-the-clock access to information. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO STARTN EXT 21. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8 PAGE | 21 GLOSSARY OF TERMS IVR (Interactive Voice Response) can give callers on-demand access to bank-account balances, flight schedules, directions and morefrom any telephone and without a live operator. Earlier IVR used proprietary software and costly hardware. Voicents IVR Studio software lets users create IVR systems based on VoiceXML, an Internet open standard programming language that easily integrates with other software applications. PBX A system that connects incoming telephone lines to a set of extensions inside a business or organization. Stands for Private Branch Exchange. A PBX IP is a PBX that can handle VoIP calls. Predictive Dialer An automated phone dialer that can simultaneously dial multiple numbers, leave messages when answering machines are detected and transfer to a live operator or agent any calls answered by a person. Voicents Agent Dialer predictive dialer software also pop- ups an on-screen information box with information about the person on the line (name, buying history, etc.) Agent Dialer is popular with call centers, nonprofit fundraisers, political campaign outreach and volunteer recruitment, and other telemarketing campaigns. PSTN Refers to landline and mobile phone systems. Stands for Public Switched Telephone Network. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO STARTN EXT 22. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8PAGE | 22 GLOSSARY OF TERMS SIP Session Initiation Protocol is a standardized communication controller for sending voice, video, data files, games and other media over the internet. Most business-quality VoIP service providers use SIP. Although standard Skype uses a proprietary technology, SkypeConnect is SIP-based. An SIP Phone is a phone designed to send and receive SIP signals. It can be a physical phone, or a so-called softphonea software-based phone used with a computer (such as those built-in to Voicents products). SIP Termination Enables SIP phones to dial landlines and mobile phones. SIP Origination allows calls from landlines or mobile phones to be received by SIP phones (this is also known as SIP Trunking). SMS/Text Messaging Commonly known as "texting" SMS or Short Message Service, delivers text messages to mobile phones. The near instantaneous, personal delivery, retrievability and non-disruptive nature of text messages has made them the most popular communication mode in the world--particularly among young and tech-savvy people. SMS, Interactive Although a text message itself is not interactive, interactivity can be achieved through the use of Voicents BroadcastBySMS. The software accepts and records replies to messages and can automatically respond with additional voice, email or SMS messages. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO START N EXT 23. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8PAGE | 23 GLOSSARY OF TERMS This enables, for example, an organization to send event invitations to recipients, who can then RSVP by replying to the message. Automated confirmation messages can then be generated by Voicents BroadcastBySMS or other tools in Voicents BroadcastBy Suite. STUN server A server that helps optimize network traffic for voice, video and other kinds of communication over the Internet. Stands for Session Traversal Utilities for NAT. NAT stands for Network Address Translator. TTS Engine Also known as a Voice Engine, a TTS (Text-to-Speech) engine is a software component that converts text to speech. Every Microsoft Windows operating system includes a TTS engine and at least one voice. Windows 7 and Vista, for example, has an excellent TTS engine and voice (known as Microsoft Annie). Windows 2000 and XP feature an older TTS engine and three voicesMicrosoft Mary, Mike and Samhowever, the voice quality of all three is rather poor. There are many commercial TTS voice vendors including AT&T, Nuance, Neospeech, and others. Here is a good source of voices: www.Nextup.com. TTS Plug-in Although a TTS engine can generate voice from text, a special plug-in is needed to connect the TTS engine to a software program. Sophisticated, versions, such as Voicents TTS plug-in, can turn a TTS engine into a server capable of providing TTS service to multiple lines simultaneously and in multiple languages. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO STARTN EXT 24. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8PAGE | 24 GLOSSARY OF TERMS Two-Way SMS Gateway A gateway, such as Voicents Gateway, that enables SMS text messages to be sent and received. VOIP or VoIP Voice Over Internet Protocol allows users to make telephone calls over the Internet to other VoIP users free of charge and to landlines and cell phones for a minimal fee. Because calls are made over the Internet, a physical phone line is not needed. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO START N EXT 25. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8PAGE | 25 NEW TO VOIP PHONE TECHNOLOGY? If you are completely new to VoIP phone technology consider taking advantage of our professional Setup Services. For a flat fee, we can save you lots of time by calling you and walking you step-by-step through the process of choosing and getting VoIP phone service and setting up your Voicent software. Our Setup Services are guaranteed. Visit http://www.voicent.com/contact_support.php to learn more or to order. If you want a good overview of VoIP phone services and how to use them with Voicent software, the following pages will tell you what you need to know. First, know this: Most VoIP phone services offer free, stripped-down versions of their service. For example, Skypes basic service is free and Callcentric offers a free service called IP Freedom. These free versions can be fine for residential or individual use, but they are poor choices for business or other professional use. You can use free VoIP services to test Voicent software, but we recommend that you spend just a few dollars to get business-quality service on which to test our software. Heres why: C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO STARTN EXT 26. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8 PAGE | 26NEW TO VOIP PHONE TECHNOLOGY?Free VoIP accounts wont let you make calls to landlines or cell phones. Youll only be able to call other users of thatfree VoIP service. That makes testing difficult if you cant use your own phone numbers and those of friends.Free VoIP accounts have strict limitations. Most limit the number of channels (lines) you can have and the number ofcalls you can make. This reduces the power and value of Voicent products, some of which can make hundreds or eventhousands of calls for you each day.If you dont have VoIP service now, you will want to get it eventually. Why not use the time testing Voicents softwareto also test the services of a VoIP provider?VoIP service is not expensive. With a monthly subscription you can get virtually unlimited calling to a specific area or evenworldwide. Even with a pay-as-you-go plan, VoIP calls cost pennies--or even fractions of a penny--per minute.Premium VoIP service includes useful VoIP features and higher-quality connections. For testing, we suggest using services such as Callcentrics Pay Per Call plan, which allows calls to be made to any phone number and doesnt require a monthly subscription fee. All you need do is use a credit card to put a few dollars in your account (the default amount is $5), which should be plenty to run a few tests. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO STARTN EXT 27. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8 PAGE | 27 TESTING WITH CALLCENTRICTo create a Callcentric account, click once on the Voicent Gateway icon in the lower right corner of your desktop.From the Gateway menu choose Setup > Phone Call Setup Wizard. When asked to pick a VoIP service, select:Recommended and Use a VOIP Service (as shown on page 8). Click Next.On this screen, select Use Callcentric. Click Next, then click on Click here to create a Callcentric account. YourInternet browser will open to Callcentrics website. Follow the instructions to create an account. Youll be sent an activationemail from Callcentric. Open the email and click on the link to activate the account. After activating the account, log into it,find and write down your account number and password, then follow Callcentrics links to add account funds to make calls.Now you can return to the Voicent Gateway Phone Call Setup Wizard. Under the Callcentric new account link you clickedearlier, youll find fields for your Callcentric number and password. Type in that information. If your account has multiplelines, indicate the number at the bottom of the screen. Click Next. Note: U.S.-based VoIP phone services such as Callcentric are required by the FCC to charge fees for E-911 programs. When testing software, you can bypass these fees by not identifying your location as being in the U.S. or Canada. When testing is complete, you can close your VoIP testing account and create a new account with your correct location detailed. The FCC rules are designed to address issues that VoIP phones create for emergency 911 calls. To learn more about 911 and VoIP, please visit:www.voicent.com/sip/about-911-for-voip.php or www.fcc.gov/guides/voip-and-911-service C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO STARTN EXT 28. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8PAGE | 28 TESTING WITH SKYPECONNECT Testing with SkypeConnect vs. Free Skype or Skype Premium: Skypes free service only enables calls to other Skype users. To call landlines or mobile phones you will need to get a monthly subscription or buy Skype credits, which can be used to pay for calls to any number in the world. As of this writing (Nov. 2011), calls cost less than 3 cents per minute plus a small connection fee. With a monthly Premium subscription you can get lower per-minute rates and no connection fees. However, although Skype describes its Premium subscriptions as allowing "unlimited calls," its fine print will note that you are limited to "fair usage," which is defined as no more than 6 hours per day, 10,000 minutes per month, or (and this is the worst for our purposes) 50 different phone numbers per day. So, if you want to, say, use Voicents BroadcastByPhone to send messages to 500 of your customers, youll be paying Skypes most expensive rate and connection fees for 450 of those calls. Thats why we strongly suggest using SkypeConnect, a professional-quality service that offers Skypes lowest calling rates and is easily scalable to hundreds or even thousands of lines (by the way, in VoIP, lines are known as channels). C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO STARTN EXT 29. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8PAGE | 29 TESTING WITH SKYPECONNECT With SkypeConnect, you pay a monthly fee for each channel (currently $7.95) and buy minutes in bundles of 5,000. Currently a bundle of 5,000 minutes for U.S. calls costs $30 or less. International SkypeConnect calls cost fractions of a cent per minute in most cases. If youre worrying that it will be complicated keeping track of your Skype channels and bundles of minutes, relax. Skype offers a free Skype Manager program that lets you organize your accounts and channels, allocate minutes and keep track of costs. Skype Manager even provides access to special discounts and services.Note: Voicent includes its own Gateway. You do not need to purchase a gateway to use SkypeConnect. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO STARTN EXT 30. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8PAGE | 30 VOICENTS FULL SETUP SERVICE The fastest, easiest way to get up and running with Voicent is to purchase one of our Setup Services. For a flat fee, our professional staff will call to provide start-to-finish help setting up Voicent software on your system. The service is guaranteed to get you up and running quickly and easily. Simply choose the Setup Service you need, then visit http://www.voicent .com/contact_support.php to purchase it. Professional Edition Setup Service Enterprise Edition Setup Service $199 $499 Download and install Voicent software Everything in Professional Edition Setup Help to select a VoIP service if needed Download & install RemoteAgent Software Sign-up for VoIP service if needed Configure Voicent RemoteAgent, router and firewall for remote access Configure Voicent with your phone service Obtain license key and activate software Ensure that RemoteAgent is ready to receive calls Ensure the system is ready for you to use C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO START N EXT 31. V OICENT Q UICK S TART G UIDE FOR R ELEASE 8PAGE | 31 NOTE: Voicent and the Voicent logo are registered trademarks of Voicent Communications Inc. Skype, SkypeConnect, XP and Windows are registered trademarks of Microsoft Corporation. Callcentric is a registered trademark of Callcentric Inc. All other trademarked names used in this document are the properties of their respective companies. C OPYRIGHT 2003 2012 V OICENT C OMMUNICATIONS , I NC . A LL RIGHTS RESERVEDB ACK TO START