SpitFire Help Desk

Note: The installation requires Administrative credentials in Windows 2000, XP or Vista. Once the installation is complete, the telemarketer can operate the Agent software with lesser Windows credentials as long as the C:\Agent\ folder is set to give Full Control to the Windows user logged in.


SpitFire Agent Software Installation

1. Double-click on the installer icon to begin the install process.







2. When the install wizard comes up, just click Next all the way through.







3. Click Finish when it comes to a stop.




4. Now you will be at the Desktop and you can proceed with the installation of any update files, if needed. 




5. When you double-click on the SpitFire Agent icon, you will open the SpitFire Agent software.

 


Configuring the SpitFire Agent Software

1. Open the Agent software from the shortcut on the Desktop and hit SHIFT+F1 on your keyboard. This will bring up the Agent Setup window.
Important: Any changes to the Agent configuration require the Agent software be closed and reopened before they take affect.



Station ID: is a number between 1 and however many stations your are licensed for. When using headsets connected directly to the Dialer, this number references the port on the break-out box that the headset is plugged into. This number should be unique for every Agent.
User ID: is not necessary to fill out now. It can be changed when the Agent clicks LogOn on the Agent window.

2. Click on the Dispositions tab to be able to customize the dispositions buttons that are used to end calls transfered to the Agent. In the beginning, they will be blank but in the example below, we have just used the default names.




3. Type into the caption fields to change the names from the defaults listed. This must be done at each station. In this example we have changed the Hit, Warm and Cold to Sale, Appoint and Not Int. See below:







4. The next tab is the FTP tab. This is where you can configure the Agent software to use the Recording feature if you have purchased that.



Record Calls can be set to record every call automatically, or on demand when the Agent clicks the Record button. The wav files that are created can be saved to a networked drive folder that you have configured on each station or they can be sent via FTP to a computer running an FTP Server.

5. The next tab is the General tab.



Here we have settings for Print Client on Clicking which can be set to automatically print a Client sheet when the Agent clicks on any of the dispositions that you check off in this window.
The Internet check box has no function and can be ignored.
Auto script Popup can be enabled to automatically pop up a script for the Agent to read from.
Auto URL Popup can be used with CRM applications that are web based, such as asp.

6. Finally we have the Server tab.



Server Address is very important. This should be the IP address or computer name of the Dialer(Server). A common mistake in configuration is to leave this on it's default setting which is localhost. Once you have that changed to the correct address, you can test the communication by clicking the dot to the right of the address field. This will send a test ping and respond with "Ping Successful" if it worked. Make sure you have the Campaign software open on the Dialer first. 
If the Ping test does not work, make sure the Agent computer can ping the Dialer over your network.

7. Once all the settings have been changed for the Agent software, click Save and then close the Agent software completely. Once opened again, the new settings will take effect.