SpitFire Help Desk

Category » SpitFire Agent

There were 20 articles found in this category:

1. SpitFire Agent Software Buttons and Advanced Configuration
   Intro/SpitFire Agent Buttons Disposition Buttons Customizing Disposition Buttons Utilities Buttons Customizing Client Field and Tab Names This article describes, in detail, the various buttons used in the SpitFire Agent software to disposition calls and other utilities that can be used when ...
2. 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 ...
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 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 ...
5. Agent Script Window Not Coming Up
   There are a couple of different reasons why the SpitFire Agent script window may not pop up on the screen when a call is transferred to an Agent. The first thing to check is that the correct setting is selected in the Agent Setup. 1. Open the SpitFire Agent software and hit SHIFT+F1 on your key ...
6. 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 ...
7. 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 ...
8. "Error Updating INI file" when opening Agent.
   This is due to the lack of admin permissions for the Windows user. If possible, give the Windows user account, admin permissions.. If not possible to give admin permissions, log into Windows as an Admin, temporarily. Right click on the C:\Agent\ folder and click on Properties. Click on the Secur ...
9. 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.
10. Agent gets Runtime Error "No Route to Host".
    Agent station not connected to network Check network connectivity between agent and the network.
11. "Page cannot be displayed" for agent script.
    Agent script file not set up correctly 1. Check to make sure the file is in the C:Agent\Scripts\ folder and filename is named correctly. 2. Open Scriptmaker on server and make sure the script path and name are correct in the Transfer section. 3. Make sure the actual script file can be opened man ...
12. How to change the Agent script for the Predictive
    1. Type out your document in Microsoft Word and save it as a Web page. This option is available under the Save As Type drop down menu. 2. Make sure you set the name as intro. 3. You will now have a file called intro.htm. You will need to copy this file to the following location on each Agent sta ...
13. Agent TCP Ports
    These are the ports that are used to communicate between the Agent and Campaign software: 1.1.93 or higher Campaign 1: 2101-2148 Campaign 2: 2201-2248 Campaign 3: 2301-2348 Campaign 4: 2401-2448 OLD version, 1.1.88, 89 campaign 1: 3101-3196 campaign 2: 3201-3296 campaign 3: 3301-3396 campaign 4 ...
14. Agents don't hear hollow sound.
    Cabling or power supply for MSI not properly connected. 1. Check cables from server to breakout box. Reseat these cables and verify the connections tight. 2. Check PWR supply for MSI is plugged into working outlet. 3. Hook up headset directly into MSI breakout box. 4. Stop boards in Dialogic and ...
15. Agents Can't Hear Customer but do have Talk-Battery (CTI32-ONLY)
    This could be because of incorrect configuration of the MSI Boards section of the CTI32 Configuration. Make sure that if you have more than one MSI board, you continue the numbering from the first board to the second board. For instance, if the first board is a 24 port MSI and the second is a 8 ...
16. Agent gets data but no voice. Can't hear customers.
    Station ID is wrong in Agent Setup or extension is wrong in SPD Campaign window. 1. First check that agent can hear his own voice in headset. If yes, go to step 2. If no, go to Agents don't have a hollow sound. 2. Open Agent software and hit SHIFT+F1 on keyboard. Check the Station ID matches th ...
17. Agent Scripting in SPD - Basic
    Setting Up A Simple Agent Script for SpitFire Predictive The SpitFire Agent software can pop-up a script window that the agent can read from to help make their pitch to the customer. This pop-up window is basically an Internet Explorer shell that can have your script displayed within it. Our d ...
18. Installing SPD Agent Software in Windows Terminal Server
    The SpitFire Predictive Agent software can be installed and used in a Windows Terminal Server environment. This has been tested with both Windows 2000 Server and Windows Server 2003. If you need instructions on how to install the Agent software on a regular, WinXP, Win2000 or Vista platform, pl ...
19. Agent Recording
    Agent Recording is an optional feature that can be purchased with the SpitFire Predictive Dialer. It allows the SpitFire Agent software to record the call conversations that the Agents have at their stations. The recordings can then be copied to a shared, network drive, FTP'd to another computer ...
20. Agent Can't Log On
    This issue is probably the most common issue in SpitFire Predictive software trouble-shooting. There are many reasons why an Agent would not be able to log onto a Campaign and many symptoms that lead to the response, "My Agents can't log on." This article will attempt to describe the most commo ...