SpitFire Help Desk

Introduction

Line Settings Tab

General Tab

DataBase Settings Tab


Introduction

This article describes the various settings and parameters that can be accessed in the SpitFire Predictive Pro (MySQL) Campaign software. These settings can be access from opening the Campaign software and clicking on Options-->Preferences. There you will see several tabs that can be accessed to change various settings.
NOTE: This article does not cover FailSafe and TimeZone settings but you can see information on those settings HERE. 

IMPORTANT: Most of these settings CANNOT be changed in Real-Time, i.e. while the Campaign is running. In order for any changes to take place with those settings, the Campaign must be closed and reopened.
To access these settings, first open the Campaign software and then click on Options-->Preferences.
Note: Each Campaign window has its' own settings. The Settings for the Campaign 1 do not apply to Campaigns 2, 3 or 4. Those must be set individually.


Line Settings Tab

This tab has settings that are used for defining the dialing rules for your phone lines, the type of lines in use and also some specifications of what area codes should be dialed.




1. Local Area Code(s) 7 and Local Area Code(s) 10: These two fields are used to define when local certain area codes need to be dialed with 7 digits (i.e 555-1234) or 10 digits (i.e. 214-555-1234). Any area codes not listed there will be treated as a long distance number and the SpitFire software will apply the Long Distance Prefix (usually a 1), i.e. 1-214-555-1234. In cases where you do not have 7 or 10 digit dialing rules, because of the type of lines or area you are calling from, you can just enter a dummy area code like 999 (seen in the screen shot above). These fields cannot be left blank.

2. Local Prefix: This field us typically used to put a 9 or 8 in front of the dialing, such as in cases when the phone lines are coming from a PBX or phone system.

3. Long Distance Prefix: Typically a 1. However, it can be left blank if the lines you are using require dialing both local and long distance without a 1.

4. International Prefix: This can be used with the Euro Dialing Enabled setting to be able to dial a prefix when dialing in Euro Dialing mode.

5. No Dial Prefix(s) and Area Code(s): Can be used to define the area code and prefix of areas within a list that you do not want to dial. The format for the Prefixes field is area code and prefix, i.e. 214555. The Area Codes field is just the 3 digit area code. Multiple entries must be separated with commas.

6. Dial Target Area Codes: Can be checked to force the Dialer to only dial the defined area codes in the Area Code(s) field. Multiple entries must be separated with commas.

7. Toll Free Information: This field is not functional. If you have 800 numbers in your list, they will be dialed regardless. Removal of 800 numbers should be done before dialing the list.

8. Digital Lines: This should be checked when the Dialer is configured with a T1 or E1 Dialogic card or is using SIP lines.

9. Dial Long Distance Numbers: This should be checked unless you want to prevent the Dialer from dialing anything other than the area codes listed in section 1. It would also be unchecked if using the Euro Dialing Enabled option.

10. Euro Dialing Enabled: This allows the SpitFire software to dial phone numbers that are not standard, North American, 10 digit phone numbers. First you must uncheck Dial Long Distance Numbers to be able to check this box. Once enabled, SpitFire will dial phone numbers that are not 10 digit and will apply any prefix that is in section International Prefix.

11. Retry Busy and Retry No Answers: This feature can allow the Dialer to automatically recall records that had been marked as no answer (phone rings several times and nothing answers, not even a voicemail) or a busy signal, the first time through the list. When the list is exhausted, rather than coming to a stop, it would retry the records that had been marked under no answer and busy. 
Note: This feature will only work if List Queuing has been disabled.

12. Max Retries: Defines how many times the Retry Busies and No Answers will dial the records again.

Click OK, close and reopen the Campaign window to make sure any changes have taken affect.


General Tab

This tab has many settings and features that can be enabled.




1. Call Blending: This feature can be used to allow inbound calls to come to Agents. See THIS ARTICLE for detail instructions on setting up a Blended Campaign.

2. Play Zip Tone: This can be used to play a beep sound in the Agents' headsets or phone when a call has been transferred to the Agents. See THIS ARTICLE for specifics and limitations of the ZipTone feature. 

3. Record Calls: Optional feature to allow calls to be recorded at the Agent stations. See THIS ARTICLE for the software configuration and THIS ARTICLE for the hardware installation. NOTE: Agent Recording is an optional feature for which you may get pricing from your SpitFire Software Sales Representative.

4. SC Bus Required: This box should always be checked.

5. Skill based routing: This feature can be used as a way to disperse calls to the Agents based on the skill level of the Agent. If not enabled, the Dialer transfers calls to Agents based on which Agent has been off a call the longest. When enabled, this feature will transfer calls to Agents based on their Skill Level, which is set in the Agents menu of ListMaker. A skill level of 1 is the highest and 5 is the lowest.

6. Forced Disconnect: Used in specific situations where analog PBX lines require a disconnect signal to complete a 3way call.

7. Send Keystrokes: Keystrokes is an optional feature used for integrating 3rd party, Windows Based CRM applications with the SpitFire Agent software. Keystrokes refers to how the data is pushed from the SpitFire Agent software to the CRM. A series of keyboard shortcut commands can be programmed to copy and paste data from the Agent software to the CRM.
NOTE: Keystrokes is an optional feature for which you may get pricing from your SpitFire Software Sales Representative.

8. Send URL QueryString: This can be used to push data from the SpitFire Agent software to a 3rd party, web-base CRM using an ASP query string. For information on how to configure this, see THIS ARTICLE. 

9. Ring Agents: This setting should never be checked.

10. No MSI: This setting should be checked in situations where there is no MSI card in the Dialer. For example, when the Dialer is configured with SIP trunks or in situations where there is no requirement for 3way calling and thus no requirement for an MSI card. This will usually be configured by Tech Support during the initial setup of the Dialer and will not need to be changed after that.

11. Manual Dial: This setting will allow the Agents to make manual dial calls from the SpitFire Agent software. See THIS ARTICLE for details on that feature.
Note: This feature is only available with Agents using headsets connected directly to the Dialer. It is not functional for PBX integrations where the Agents use telephones at their desks or SIP trunk configurations where the Agents use soft-phones at their stations.

12. 3Way/Call Transfer: This allows the Transfer feature which can be used for Agents who need to be able to take calls from the Dialer and transfer those calls to another phone number. For instance, in situations where the telemarketers need to occasionally transfer calls to Closers. See THIS ARTICLE for details on enabling Agent Transfers. 

13. AM Override: Can be used in combination with some other parameters to force calls that have been detected as an answering machine or voicemail to be transfered to the Agents.

14. OI Override: Can be used in combination with some other parameters to force calls that have been detected as an Operator Intercept (bad or disconnected number) to be transfered to the Agents.

15. Disconnect Fast Busy: Will force a disconnect signal to the line on the Dialer doing a 3-way call. Used in rare situations where this is required in order for a 3-way call transfer to complete. Tech Support will determine if this is required via testing of those types of calls. 

16. Allow CallBacks: Setting to turn the CallBack feature on or off. See THIS ARTICLE for details on the CallBack feature.

17. Script Filename: Determines the basic Predictive Dialing Script that is used in the Campaign.

18. Hit Wave Filename: Not used

19. Transfer Number: Can be used to set a pre-defined phone number to which all Agent Transfers will be directed so that the Agents don't have to manually type in the Transfer number.

20. Mode Selection: Should always be set to Operational. This should never be changed.


Database Settings

This tab mainly controls how the SpitFire Predictive Pro software connects to MySQL Server plus a few other settings.




1. MySQL Server: This is the MySQL Server name or ip address. Typically this is set to localhost as the Dialer is usually hosting the MySQL Server software. However, this can be changed to allow MySQL Server to reside on a separate machine. For example. if you want multiple Dialers to be able to dial the same lists, at the same time.

2. Username: This is the MySQL Server user name. 

3. Password: This is the MySQL Server password.

4. Record Buffer Size: This is how many records the SpitFire Campaign software will pull into its' buffer before it must communicate with MySQL Server again. The default setting is 300 but this is sometimes lowered if dialing smaller lists. This setting basically helps keep CPU overhead down when multiple Campaigns are dialing from the same list.

5. No Calls and DMA No Calls Filenames: These 2 parameters tell the Campaign software what no call databases to check against while dialing. You can point to 2 different no calls databases or, as in the typical case above, just to one. The database selected in No Calls Filename is also what receives no call dispostions from the SpitFire Agent software.

6. Dialer ID: This should be unique number for each Campaign window that is pulling data from the MySQL Server address listed above. This prevents multiple Campaigns that are simultaneously dialing the same list from trying to dial the same records.

7. Custom Query: This field can receive a custom MySQL Query to define what types of records need to be dialed within a list. See THIS ARTICLE for details on how to use the Custom Query field.