SpitFire Help Desk

All 0-9 A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
Word Description
Agent Script In SpitFire Predictive, the Agent Script is the html window that can pop up when a call is transferred to the Agent. This script would then be read by the Agent to the customer.
Analog Lines Also referred to as POTS (Plain Old Telephone Service) lines are typically used for analog devices like fax machines, modems and standard, analog phones. These lines also are required for certain types of Dialogic cards used in SpitFire Dialers. 4 line, and 16 line cards are always Analog.
Analog Phone Lines Also referred to as POTS (Plain Old Telephone Service) lines are typically used for analog devices like fax machines, modems and standard, analog phones. These lines also are required for certain types of Dialogic cards used in SpitFire Dialers. 4 line, and 16 line cards are always Analog.
Autodialer Computer system that dials phone numbers and plays a pre-recorded message to voice connects and/or answering machines. SpitFire X Autodialers can prompt customers to press touch-tones to do things like transfer the call, leave a message on the Dialer or be added to the Dialer's nocalls database.
B-channels In an ISDN, T1 circuit, b-channels carry main data, such as the voice traffic. There are 23 B-channels for voice and 1 D-channel (for signaling information) in a North American PRI, ISDN circuit.
Blended Referring to the process in which the SpitFire Predictive software can combine inbound with outbound calling and transfer all of the calls to available Agents.
Carrier In the context of technology, Carrier is a term referring to the provider of voice or data service on analog or digital, T1 lines. Verizon is an example of a carrier whereas Motorola is not.
D-channel Signaling channel in ISDN circuits. A 24 channel, PRI circuit will have 23 B-channels and 1 D-channel. E1 circuits (used outside of the US and Canada) have 31 b-channels and 1 D-channel.
Dialer A computer that is used to make phone calls. SpitFire Dialers come in 2 main varieties, Auotdialer and Predictive Dialer.
Dialogic Card This card is the standard Telephony card used in all SpitFire Dialers that are interfacing with either analog or T1 lines. SpitFire Dialers use Dialogic cards from 4 lines per card, up to 48 lines (2 T1's) per card. SpitFire Dialers can also be built using Dialogic E1 cards for Dialers in locations outside of North America.
E-1 Also known as E1 or E-Carrier System is the digital transmission system, devised in Europe as an equivalent to the T-1 system, used in North America. E-1 has 32 channels (31 voice and 1 data channel).
PBX Generic term for a type of Phone System that creates connections between internal, usually office, telephone extensions and external, telephone company, phone lines. SpitFire Dialers can interface with numberous types of PBX Phone Systems, from analog to digital to those using SIP trunking, such as the Trixbox IP PBX.
Predictive Dialer A computer system that calls phone numbers and immediately transfers voice connects to telemarketers who are connected to the Dialer. The customer information is also displayed on the Agent software used in SpitFire Predictive Dialer systems.
PRI The primary rate interface (PRI) is a telecommunications standard for carrying multiple DS0 voice and data transmissions between a network and a user. SpitFire Dialers can integrate with PRI trunks using one of the following types of switches: NI2, DMS, 4ESS or 5ESS. PRI's main advantages over CAS/T1's are the speed at the which calls are completed and the ability for most PRI carriers to provide the ability for the end user to define the caller ID digits.
Script In the SpitFireX Autodialer, the script is one or more wav files configured in ScriptMaker to play when dialing numbers in the list.
SIP (Session Initiation Protocol) The Session Initiation Protocol (SIP) is a signalling protocol, widely used for controlling multimedia communication sessions such as voice and video calls over Internet Protocol (IP). SpitFire software can be configured to use SIP for dialing, instead of analog or T1 lines.
SPD SpitFire Predictive SpitFire Predictive Pro or SPD Pro uses MySQL Server for the Database Engine. SpitFire Predictive Access or SPD Access uses Microsoft Access for the Database Engine.
SPX SpitFire X (Autodialer) SpitFire X Pro or SPX Pro uses MySQL Server for the Database Engine. SpitFire X Access or SPX Access uses Microsoft Access for the Database Engine.
T1 Generic term for any of several digital carrier systems for transmitting data and voice traffic. SpitFire Dialers can integrate with Voice T1's that are either Flat/CAS T1 or PRI. See the T1 Information category in the SpitFire Help Desk for more information on supported T1 and PRI configurations.