SpitFire Help Desk :: Using the ZipTone Feature (beep agents)

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Using the ZipTone Feature (beep agents)

ZipTone is the feature that can play a beep in the Agents' headsets or phone when a call is transferred to them. The location of the setting to turn this on and off in SpitFire Predictive is in the Campaign window, under Options->Preferences->General

There are certain scenarios where this feature is not always advantageous and others where it definitely should NOT be used.

Scenario 1
For systems using local agent voice connections, meaning the agents are using headsets that are plugged directly into the dialer, and the dialer is using either analog dialing lines or Flat T1 (not PRI) lines, enabling ZipTone is allowed but NOT recommended.
This is because the device that provides this beep to the headsets is a finite resource that can be less responsive, the more agents are logged into the campaign.
The result can be that some of the agents' calls will have a slight delay in the voice connection part of the transfer. That is because the Dialer has to send the beep before the transfer and sending that to more than 5 or 6 agents at the same time, can slow down that process. The more agents logged in, the more pronounced this issue will be and can lead to calls being lost because the customer has had to wait a second or two before getting a response from their initial greeting.

Scenario 2
For systems using local agent voice connections (headsets plugged into Dialer directly) but using PRI T1 lines to dial out, you should NOT use the ZipTone feature as the issue stated above will be compounded in these types of configurations and will cause instability.

Scenario 3
For systems using remote agents, meaning agents that are using phones at their desks or soft phones using SIP that the Dialer calls when the agent logs in, ZipTone is always OK to use. This is because the way the beep is sent to the agents in those scenarios does not require a limited hardware resource like Scenarios 1 and 2.