SpitFire Help Desk

Table of Contents

I. Introduction

II. Creating the Script in ScriptMaker

III. Agent Transfer Functions

IV. Configuring Campaign for On-Board 3-way Calling and AM Sensitivity


Introduction

As a result of the FTC's changes to laws governing the use of Autodialers, you may want to create a script that will immediately transfer calls to a predefined phone number, rather than use a pre-recorded message that asks the customer to press a touchtone to be transferred.
With ScriptMaker, you can use the Single Question template to immediately transfer the calls as soon as the Dialer detects a voice connection. And you can skew the answering machine detection in the SpitFire Campaign software so that it will think that answering machines are voice connects and those calls will also be transferred to the phone number you define.


Creating the Script in ScriptMaker

To begin, we first need to create the script that allows this function to operate. The Single Question template will work for this.

1. Open ScriptMaker and click on the Create a New Script icon.




2. Type in the name you want to give the script and click Save.




3. Now select the Single Question template from the drop-down menu and click OK.




4. Here you can see the main layout of the Single Question template.




5. First click on Dial-Answer to begin configuring the settings for the script.




6. Because this script will not be using a pre-recorded message for answering machines, we will leave the Answering Machine Message blank. The only setting we need to change here is the Dial Rings. This determines how many times SpitFire will let a phone ring before it gives up and goes to the next call. Typically we would set this to 5 or 6. Then click the Save button in the bottom, right-hand corner of the Dial-Answer window.




7. Now click on the Question 1 section of the script to configure the transfer functionality.




8. In the Question 1 card, we will be ignoring all the settings on the left-hand side because we do not need to put in a pre-recorded message or configure any touch-tone settings. You would if you were setting up the typical Transfer Script that asks the customer to press a button on their phone to be transferred. However, in this case, we are going to transfer the call immediately.




Agent Transfer Functions

This section is where the parameters are set for the function of transferring a customer to a pre-defined phone number.




Agent Transfer should be checked and then you will need to select the type of transfer process that will be used by the Dialer to transfer the call.

There are 4 types of transfer processes to choose from:

Phone Company Centrex Service (Analog Only) is a generic term for performing a simple Hook-Flash function to transfer the call within a PBX, phone system or Centrex lines. If the lines you are using are going through a PBX, then this type of transfer will usually work best. It simulates the  process for transferring a call that is done on most PBX phone systems.
This function will only use one Dialer line for each transfer and the Dialer line will be released, once the transfer has completed.
If this does not work, the PBX or phone system may not be using the generic type of hook-flash that Spitfire is programmed to use. It may then be necessary to try one of the other transfer options. This is for Analog Lines ONLY.

Phone Company 3-Way calling (Analog only) means that you must have 3-Way calling from the Phone Company installed on the phone lines that the Dialer is using. You can test this by using those lines to do a regular 3-Way call on a regular phone. This option will leave 1 line engaged for the entire length of the call and transfer, until the customer and Agent hang up their phones. Also there is no hold message that can play with this type of transfer. The customer will hear a Transfer message but then will hear silence until the Agent picks up the call. This is for Analog Lines ONLY.

On Board 3-Way calling requires that you have a particular type of Dialogic card called an SC bus card. Examples of this are the D/41 ESC, D/160 SC and the D/240 SC. This function can also be used with SIP lines. On Board 3-Way calling allows you to use a hold messages during the transfer process. However, it also uses 2 lines per transfer. This makes it the fastest, most reliable type of transfer function but may not be preferable for systems with only 2 to 4 lines.

You can also specify certain lines to be reserved and only be used for transfer requests. This option is in the Spitfire software under Options-->Preferences-->Lines-->Dedicated Transfer Lines. If you put a 3 in this field and you have an 8 line dialer then lines 6, 7 and 8 will be used for transfer requests only.
This can be used with Analog or T1 lines.

Phone Company Centrex Blind Transfer (Analog Only)
This function is the same as the Phone Company Centrex Service above except that rather than waiting for the Agent to pick up the call before it releases it into the PBX, the Dialer will transfer and release the call immediately. This is useful for transferring the call as quickly as possible but means that there will be no Agent Message or Speak Phone number functionality to the transfer. 

Agent Transfer Function Chart

10. Finally, back the main ScriptMaker window, you will click on the Save Script icon...




11. Then click the Save button to save the changes made to the script .ini file. This is very important. If you do not save at this step, all of the settings will be lost.





Configuring Campaign for On-Board 3-way calling
and AM Sensitivity

In order to utilize the On-Board 3way call function, the SpitFire Campaign software needs to be configured with Dedicated Transfer Lines.
Also, if you want to be able to have answering machines be transferred to the transfer number, we need to skew the Answering Machine Sensitivity such that it thinks they are live voice connects.

1. First, open the SpitFire Campaign software and click on Options-->Preferences.




2. Click on the Lines tab and look for the Dedicated Transfer Lines setting. This number would set how many dedicated lines would be set aside for On-Board transfer. For instance, if you have a 24 line Dialer and you set this Dedicated Transfer Lines to 2, lines 1 through 22 will dial and lines 23 and 24 would stay in a "Waiting to Dial" state until a transfer occurs.



IMPORTANT: You would ONLY use this setting with Dialers that can do On-Board 3-way calls such as T1's, PRI's, SIP and E1's. Contact Technical Support if you are not sure if your Dialer has this capabillity.


3. Now to set the AM Sensitivity to a setting that would force the Dialer to transfer answering machines, voicemails and pre-recorded responses to the transfer number, set the AM Sensitivity to 5.




4. Then click OK at the bottom of the Options window, close and reopen the Campaign window and those changes will be set.