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First please check the FAQs

Please check the Frequently Asked Questions first before contact support. Most of your questions are answered in the following FAQs.

1. General FAQ
2. Installation FAQ
3. Gateway FAQ
4. AutoReminder FAQ
5. BroadcastByPhone FAQ
6. Voice Modem & Dialing FAQ
7. Audio Quality and Recording FAQ
8. License FAQ
9. Developer and Integration FAQ

Check Program Help File

Program Help file can be accessed from the Help -> Help Topics.

You can also check the Quick Start Guide that is included with Voicent software installation package.

Use Help --> Report Problem

Please make sure that you are using Voicent 3025 data/fax/voice modem. Problems like poor call quality, delay at the beginning of the audio message are most likely cause by a poor quality voice modem. We do not support other brand of voice modems. Please refer to Voice Modem FAQ for more information.

If you have our product installed already, please click on the Voicent gateway main window. Then select Help --> Report problem. 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 better diagnose 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.

Email

If for any reason you cannot use the Gateway to report problem, as described in the previous section, please email us at 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 us the file.

Contact us online

Submit your question here.

Phone Support

If you have purchased a support plan, please have your support plan information handy. If you do not have support plan and wish to get per incident support, please leave you name and phone number and the reason for calling. Our technical support engineer will call you back. Please have your credit card ready for per incident support call.

The technical support direct line is 650-948-4808.

	Annual maintenance (include support and upgrade): $349
	Annual support: $249
	Per incident: $49 for 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 our marketing department.