SpitFire Help Desk

AM and OI Override can be used to force the Dialer to transfer calls to agents that have been detected as answering machines and operator intercepts.
This can be useful when calling businesses that have automated voice response systems (IVR) or PBX that answer their phones, rather than a live person.
 
There are some settings that must be changed in a couple of configuration files as well as checking the AM Override and/or OI Override boxes in the Campaign window, under Options->Preferences->General

Once these settings have been checked, close the Campaign window(s) and go into the C:\SPD\ folder on the dialer.

Each Campaign (up to 4) has a ini file that stores many configuration settings. One of the settings is the detection sensitivity for how the Dialer detects answering machines. This must be set to a number that essentially makes the dialer think it is hitting answering machines whenever a call is answered so that the AM override process can then immediately send that to the agents.

Open the 1.ini file in notepad and look for the AM= parameter. Set that parameter to AM=5. Save and close notepad.

Next do a search for a file called vvoice32.ini in the C:\Windows\System32 directory. Open it with notepad and look for a parameter labeled initflg= 

Change this parameter from 6 to 8. Save and close notepad. Now start up your Campaign as usual and the SpitFire software will begin routing calls that were detected as answering machines to your agents.