SpitFire Help Desk

Category » SPD Commons

There were 59 articles found in this category:

1. Creating Agent Logons
   Introduction Creating New Agents Editing Agents Introduction The SpitFire Agent software requires a user name and password when an Agent wants to log onto a Campaign that is running on the SpitFire Predictive Dialer. These Agent Logons are created and edited with the Agent menu in ListMaker ...
2. Generating a list of nocalls records
   Introduction Creating a Dummy Nocalls Database Using A Dummy Nocalls Database When Importing Looking Up and Exporting the Nocalls Records Introduction The way that the SpitFire software checks for records that are in its' internal nocalls database is two-fold. First, when importing a new l ...
3. Agent Recording - Hardware Installation
   See THIS article for configuring the SpitFire software for the Agent Recording Feature. In order to make the Agent Recording feature work, some hardware must be installed at each Agent PC to enable that PC to record the audio happening in the Agent's headset or telephone. A Digital Logger box m ...
4. Agent Transfers in SPD
   Introduction 3-Way Calling Restrictions/Requirements Configuring the Campaign and Agent Logins Transfer Process from Agent Software Introduction With SpitFire Predictive (SPD) you can configure your software to allow your agents to transfer calls to a third party. So, for example, the telemar ...
5. International Dialing in SpitFire Predictive
   The SpitFire Predictive software can be configured to dial international phone numbers that don't conform to the standard, North American, 10-digit dialing rules. Of course, the first question in this scenario is, does your Phone Company allow international dialing and you will need to contact ...
6. Agent gets "Logon Failed. Please check Server using PING test".
   Introduction Wrong Campaign Number (the Most Common Reason) Agent Station Side Issues/Solutions Wrong Server Address Duplicate StationID Numbers Agent Network Issues Firewall Settings Server Side Issues/Solutions Correct Campaign Number Agent Station Disabled In Campaign Introduction The ...
7. Remote Agents in SpitFire Predictive
   Contents I. Introduction II. Phone Line Requirements III. Network Requirements IV. Configuring the Campaign for Remote Agents V. Agent Procedures VI. Common Issues/Solutions Introduction Agents that log onto a SpitFire Predictive campaign can be Local (meaning they have headsets connected ...
8. Touch Tone Script for SpitFire Predictive
   Contents Intro Creating the Script Dial/Answer Statement Question Transfer Hangup Saving the Script Changing to the new Script Intro The SpitFire Predictive software can, beginning with versions 1.2.112 (Pro/MySQL) and 11.3.90 (Access) or later, be configured to prompt live custo ...
9. ASP Scripting
   Here are the details for Asp scripting. 1)Make sure you have Agent 11.5.40 software version and Campaign version 11.3.48(Access) / 1.2.43 (Pro) or higher. 2)URL Scripting option is enabled at the server (Options->Preferences->General) 3)Open the Campaign ini file located in C:\SPD\. Each ...
10. Business to Business Dialing in SpitFire Predictive
    By default, the SpitFire Predictive software is configured to do a voice detection process in such a way as to maximize the amount of live voices that get transferred to the Agents and minimize the amount of pre-recorded messages, such as voicemails, that get transferred to the Agents. When call ...
11. CTI32 - Basic Operations
    I. Finding and Opening the CTI32 Configuration Utility II. Ensuring the CTI32 Service Starts Automatically III. Stopping and Starting CTI32 IV. Making Test Calls with CTI32 Introduction CTI32 is the telephony engine that is used in conjunction with SpitFire for configurations using PRI, SIP, E1 ...
12. SPD Agent Software Installation
    I. Intro II. SpitFire Agent Software Installation III. Configuring the SpitFire Agent Software Introduction This article describes how to install, configure and modify the SpitFire Agent software. The latest version of the Agent software should be used when performing the installation procedu ...
13. Dial Result Codes for SpitFire Predictive
    Here are the basic dialing codes that will be found in the Clients table. The main columns that store disposition information in the Clients table are LastResult, DialResult, Hit and Points. Note: This list assumes you are using software version 1.2.112 or later. VOICE = 201 in DialResult. Live ...
14. SpitFire Predictive WebReports
    The SpitFire Predictive WebReports can be used to view Agent and Campaign statistics for any Campaigns run previously or even to look at real-time stats. The WebReports are browser based, using Crystal Reports and hosted on the SpitFire Predictive Server itself. This means that the reports can ...
15. Using msitest.exe To Verify StationID's
    A common issue with SpitFire Predictive systems where the Agent can hear their own voice in the headset but not the clients calls that are transferred to them can be resolved using a tool on the Dialer to send test beeps to the Agent's headsets. Typically the issue here is that the Agent softwar ...
16. Manual Dial Feature in SpitFire Predictive
    The Manual Dial feature in SpitFire Predictive allows your agents to initiate outbound calls from the Agent software installed on their computers. Note: This feature can only be used with agents who are connected to the Predictive Dialer via a headset that connects to the Dialer's MSI card. Re ...
17. FailSafe and Time Zone Settings
    The SpitFire Predictive and SpitFire X Autodialer software have 2 schedules that determine when the Campaigns can dial, the FailSafe Schedule and the Time Zones settings. These are accessed via the Campaign software by clicking on Options-->Preferences. Note: SpitFire X Access does not inclu ...
18. Agent Session Times in WebReports Not Correct
    A common issue that Managers may notice when running the Agent Performance Grouped by Agent report in the SPD WebReports, is that the Agent Session times are not correct. What you usually notice is that a particular Agent name is shown to be logged into a session for more hours than the session ...
19. Unable to Access IIS Metabase error w/ WebReports
    Unable to Access IIS Metabase is an error that can occur in SPD WebReports, under certain rare conditions, when aspnet user has not been registered for use with the .NET Framework 2.0, in Windows. To fix this issue there are 2 commands that need to be run in the Command Prompt in Windows. cd C: ...
20. Agent tries to logon but nothing happens.
    Agent settings are the same as another agent Make sure that the same station ID is not already logged on from a different station.