Is Voice Guide Capable Of Doing This?

[slidenv]

Hi,

 

I'm trying to find out if VoiceGuide is right for me using a Way2Call Hi-Phone USB. Here's what I want to do:

 

1. Automatically record all inbound and outbound calls.

2. Upload recorded calls via FTP

3. Launch a program with Caller ID info when a call comes in.

 

Aside from that the other features are great. I just need to know if voice guide can do these 3 things as well.

 

Thanks!

 

Mark

[SupportTeam]

To automatically record calls with a device that is usually intended for just playing and recording sound files (ie. not a specialized high impedance line tapping device) you would need to have the device connected to the same line as the your telephone handset and have the device just answer the incoming calls and start recording immediately.

 

It's not really a great solution as the phone would stop ringing after the call is answered by the device - user would need to notice the first one or two rings and then answer the call after the recording has started.

 

Outgoing calls are even more messy - you would need to make the device to 'make a call' and start recording.

 

VoiceGuide can do call recording when it routes calls using "Dial and Conference", but doing the call recording using method described above and 3-way transfers is usually not a satisfactory solution.

 

Best way for small system is to actually have the call routed though an analog Dialogic card (D/41JCT) and have VoiceGuide record the call routed through the card.

 

 

Uploading via FTP is fairly straightforward. If can be done from an "After Hangup" script.

CallerID information on call arrival can also be displayed - see the "View"->"Line Device Config" menu.

[slidenv]

Let me clarify. I mean record all answered and dialed calls.

 

Thanks,

 

Mark

[SupportTeam]

Do you mean record what is being said on the line during the call, or record the fact that a call was made and from/to what number it was made?

 

Recording the CallerID of incoming calls is easy, but it wouldnot be possible to track what number has been dialed by some other telephone handset attached to the same phone line whicn woudl be used to make an outgoing call.

 

(The comversation recording was covered in previous post)

 

Do you mean record what is being said on the line during the call, or record the fact that a call was made and from/to what number it was made?

 

Recording the CallerID of incoming calls is easy, but it would not be possible to track what number has been dialed by some other telephone handset attached to the same phone line which would be used to make an outgoing call.

 

(The conversation recording was covered in previous post)

[slidenv]

Wow, I downloaded the demo and I've been checking out the program. Very nice...You guys have done a great job.

 

Going down the same road on this thread and after looking at how the scripting works, this is what I'd like to do with VG. I'm not sure it's possible but I thought I'd ask.

 

Inbound Call

1. Call comes in

2. VG answers and plays a welcome message then proceeds to play some music

3. VG waits for a 10 second timeout

4. If timeout hits, send the caller to a voicemail box.

5. If the agent picks up in the 10 second window, start recording the conversation.

 

Outbound call

1. Agent picksup phone and starts to dial

2. VG starts recording the conversation.

 

Sorry if I wasn't very descriptive in my earlier posts. This software looks soooo powerful, I can't wait to put it to good use.

 

Thanks!

 

Mark

[slidenv]

btw, my setup is like this:

 

Single Line, connected to Hi-Phone

Handset connected to Hi-Phone

Hi-Phone connected to computer via USB

 

Thanks,

 

Mark

[SupportTeam]

5. If the agent picks up in the 10 second window, start recording the conversation.

Agent would need to press a DTMF tone to tell VoiceGuide script to start recording. It's not possible to automatically detect when the handset attached to the same line is picked up.

 

Outbound call

1. Agent picksup phone and starts to dial

2. VG starts recording the conversation.

Not possible. It's not possible to detect when some other handset on the line has been picked up and outgoing call made using this other handset.

 

You would need for VoiceGuide to make the actual call, and for agent to pick up the handset after the outgoing number has been dialed. Alternatively you would need the telephony device to transfer the call (3-way transfer) after number is dialed (you would need PBX for this).

[slidenv]

5. If the agent picks up in the 10 second window, start recording the conversation.

Agent would need to press a DTMF tone to tell VoiceGuide script to start recording. It's not possible to automatically detect when the handset attached to the same line is picked up.

 

Outbound call

1. Agent picksup phone and starts to dial

2. VG starts recording the conversation.

Not possible. It's not possible to detect when some other handset on the line has been picked up and outgoing call made using this other handset.

 

You would need for VoiceGuide to make the actual call, and for agent to pick up the handset after the outgoing number has been dialed. Alternatively you would need the telephony device to transfer the call (3-way transfer) after number is dialed (you would need PBX for this).

 

Ok, I finally understand. Thanks for your patience.

 

Mark