SpitFire Help Desk

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 telemarketer (Agent) could take a call from the SPD Dialer, pre-qualify them for some type of promotion and then transfer that call to another person who would complete the paperwork with the customer.


3-Way Calling Restrictions/Requirements

1. SPD can only transfer calls to another phone number or extension. It cannot transfer the calls between agents, unless the agents are using telephones off a PBX/Phone System instead of headsets connected directly to the Dialer. And in that scenario, the call between the Dialer and the initial Agent station will be dropped, once the transfer is complete. So the Agent will have to log the Agent software back onto the Campaign to re-establish the voice connection from the Dialer to the Agent's phone.

2. 3-Way calling, where you have the customer, Agent and third party on the line at the same time, is currently only supported in configurations using MSI Dialogic cards. This excludes SIP configurations or configurations in which there is no MSI card installed in the Dialer. However, these configurations will allow 2-way transfers. This would mean that the Agent would tell the 3rd party that they are about to transfer the customer to them and then transfer the call.

3. Both 2-way and 3-way calling almost always require you to configure Transfer lines in the Campaign software. These lines are taken from the normal dialing lines and set aside as Auxillary Transfer lines in the Campaign/Lines tab. However, in some analog only, PBX line enviroments the Dialer can do a Hook/Flash scenario to use the PBX's transfer functionality to transfer the call. That configuration typically requires testing with SpitFire Tech Support to verify if the PBX lines will be able to handle that type of transfer.


Configuring the SPD Campaign software and Agent Logins

Note: Make sure that you have stopped all Campaigns and all lines before making any changes.

1. The first step is to click on Options->Preferences->General in the SpitFire Campaign window. Then check the 3 Way/ Call Transfer check box.



There are 2 ways that Agent transfers can be accomplished. With this check box selected, it would use Auxiliary line Transfer. With it unchecked, it will try to use a Hook/Flash procedure to transfer the call. This procedure can only be used with analog lines coming from a PBX to the Dialer. Many times the PBX does not accept the function that SpitFire uses for a Hook/Flash procedure so that will mean you will have to use Auxiliary Line Transfer. The remainder of this article describes how to use Auxiliary Line Transfer, which is much more widely used.

Transfer Number: This can be used for pre-programming in the phone number that calls will be transfered to. This prevents the Agent from having to manually type in the number each time they transfer a call. However, this can only accept one number so is only useful when calls are always going to be transferred to the same phone number. Usually this is cases where the transfer number rings into a call center of some sort, where there are multiple people answering those calls.
Also, the format of the number should be the exact digits that need to be dialed from the Dialer. So if a long distance number it would be 15551234567.


2. Click OK and close and reopen the Campaign window. The changes above will not take effect until the Campaign window has been closed and reopened.

Now click on the Lines tab of the Campaign window.




3. Right-click on the line you wan to use, select Auxiliary and Transfer. This is also where you can configure an Auxiliary line to be used in Manual Dialing. See this article for information on how that works.




4. After clicking OK, you will notice the line color turns blue to indicate that it has been set as an Auxiliary line.




5. Now, when you start a campaign and look at the Line Activity window, you will see that the line is in a different state than the other lines that say Waiting to Dial.



The Auxiliary line will stay in this state until a transfer request is sent from an Agent.


Enabling Transfer in the Agent Logins

The Transfer feature is also permission based from the standpoint of the Agent logins. Agents who do not have this enabled will only see greyed out Transfer buttons when a call is connected to them. The Transfer capability can be set when creating new Agent logins or by editing existing Agent logins.

When setting up new Agents in the ListMakerPro--->Agent-->Add Agent menu, you will need to select Yes for Can Transfer for each Agent that should have this capability.




For existing Agent logins, go to the Agent-->Edit Agent menu option and change any Agents that have No in that field, to Yes.




Then click Done when finished editing the Agent logins.


 



Transfer Process from Agent Software

1. Now when the Agent is speaking to a customer, he can click the Transfer button to begin the transfer process.




2. This will bring up the transfer number window. The Agent should type in the number exactly as it needs to be dialed. For instance, if it requires a 1, you would dial 12145551234. If the transfer line is dialing through the PBX, and all is needed is an extension, you would just dial the digits for that extension. If the lines are behind a PBX but the transfer number is outside the PBX, the Agent would dial 9, or whatever number is needed to get an outside line and a comma. For instance: 9,12145551234.




3. Once the Agent clicks OK, the customer will be put on hold and the Agent will be waiting for the 3rd party to answer the call.




4. Once the Agent is talking to the 3rd party, the Agent can now click 3-Way/Flash to conference in all 3 parties into the same call.



Here we can see the 3-Way conference in the Line Activity window.




5. Finally, when the Agent is ready to leave the conversation and continue taking calls from the Dialer, he can click on any disposition button (Hit, for example) to end his part of the call but leave the customer and 3rd party speaking until they actually hang up their phones.




Again, these two lines will stay engaged until the customer and 3rd party hang up their phones.