SpitFire Help Desk

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. Remote agents, using actual telephones, should manually dial through their telephone as they normally would.

Enabling and Configuring Manual Dial in the Campaign Window

1. First we must stop and campaigns that are being dialed. Close and reopen the Campaign window.
Then go to Options->Preferences




2. Click on the General tab and check Manual Dial. Then click OK, close the Campaign window and open it back up.

With the Manual Dial feature enabled, now we must configure at least one manual dialing line.

3. Click on the Lines tab in the Campaign window. Here you will see all the lines the Dialer is licensed for. 

Green lines are for regular outbound dialing and yellow are lines that are disabled or not being used.

4. Right-click on the line or lines that you want to set as manual dialing lines to go into the Line Configuration window.



5. Now click on Auxiliary and check the Manual Dial box.




6. Click OK and you will see the line turn blue in the Lines tab of the Campaign window.




7. Now start the Campaign as you normally would. A Campaign must be started just like any other in order for Manual Dialing to work. Once you have done that you can click on Results->View All to see the Line and Agent Activity windows.



As you can see from that screen shot, the fourth line is in a Waiting to Dial Manually state. It will change when an Agent initiates a Manual Dial.

Note: This line and any other line set for Manual Dialing will only be used when an Agent initiates a Manual Dial. It will not dial regular calls from your list. You will want to factor this in when considering how many lines you want to reserve for Manual Dialing.

8. When an Agent initiates a Manual Dial call, the Results windows will look like this:




Initiating A Manual Dial from the Agent Software

1. Open the Agent software as normal but do not log into the Campaign. Make sure your Agent software is pointing to the correct Campaign number in the bottom, right-hand corner of the screen. Type the 10 digit phone number into Voice: field. No dashes, no 9 or 1, just the 10 digit phone number. 

Note: Manual Dial checks against the Dialer's Nocalls database and also uses any Dial Prefixes that have been configured in the Campaign Line Preferences.




2. Now click the Dial Out button on the Agent window and wait for the line person or answering machine to pick up. Click the Hang Up button to end the call.




That's it! You can now log back into the Campaign to recieve calls as normal from the Dialer.