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Advanced Configuration Settings for SpitFire Predictive

Table of Contents

I. Introduction

II. Proper Procedure for Modifying the Campaign Configuration File

Below is a list of quick links to the most commonly changed settings:

III. Answering Machine Sensivity

IV. Dialing Algorythm

V. List Queuing

VI. Alternate Number Dialing

VII. Callback Reschedule Interval

VIII. Reports Database path

XIV. CallerID setting

X. Agent Target States/Area Codes

Introduction

The SpitFire Predictive Pro software has a configuration file (ini) that is associated with each Campaign instance. This contains all of the settings that can be access via the Options->Preferences menu in the Campaign window but there are several settings that are not exposed in this menu. However, these can be edited in the ini file directly and this article describes what these parameter names are, how to enable/disable them and what they do.
This article will not cover settings that are editable within the Preferences window of the Campaign software.

You do not need to modify any parameters not listed in this article.

Properly Modifying the Campaign Configuration File

Warning: Modifying these files should only be done when not dialing and when the Campaign windows have been closed. It is possible to modify the file in such a way as to make the Campaign software malfunction, if a mistake is made. It is recommended that you make a back-up copy of the ini file before making any changes, if you are not familiar with editing the settings.
If you are not sure about editing a specific parameter or you have questions on the parameter, contact OPC Tech Support.

1. To modify the file, you must first open the file in Notepad. To do this, first browse to the location of the ini files.
They are located in the C:\SPD\ directory.

2. There is a specific file for each Campaign instance. They will be named 1.ini, 2.ini, 3.ini and 4.ini.

3. Double-click the file to open it in Notepad.

4. Then you can search for the following parameters:
Again, anything not listed in this article either should not be edited or can be edited in the Campaign software, under Options-->Preferences.

AM=4
This parameter sets the answering machine sensitivity. The default is 4 but for the best detection, this is usually set to 1. See this article for detailed information on how this works.

DialAlgo=2
This parameter controls the basic dial ratio algorithm, If set to 2 (default) then the Dialer will dial the number of lines per available agent. So if the Dial Ratio is set to 2 and there are 4 agents logged in but 2 of them are on calls, there will be 4 lines dialing.
If the parameter is set to 1, SpitFire will maintain the Dial Ratio based on agents logged in and not just who is available. So, using the previous example, there would be 8 lines dialing, even though there are only 2 available.

CQueue=True
This enables or disables the List Queuing feature that allows you to stack lists in the Campaign and change lists on the fly.

CampaignDebug=True
DatabaseDebug=True
TraceDebug=True
LineDebugOneFile=False
These are parameters that are sometimes used by Support to trace software issues. LineDebugOneFile should only be edited under Support supervision.

UpdateInterval=1500
This controls how often the Campaign statistics screen updates. The default is 1500 milliseconds.

AlternateNumDialingAM=True
AlternateNumDialingFax=True
AlternateNumDialingBusy=True
AlternateNumDialingNA=True
AlternateNumDialingOther=True
These parameters control the Alternate Number Dialing feature. See this article for more information on that feature.

ExplicitStopOnly=False
This feature can be enabled to allow SPD to continue dialing any Callback records, even if the list loaded into the Campaign is exhausted.

CallBackRescheduleSecs=60
This sets the interval time, in seconds, that SPD waits to check if a specific Agent is available for a Private CallBack. In this case, it would keep checking every 60 seconds until either the Agent becomes available or the Campaign is stopped. See this article for more information on how the CallBack feature works.

ReportDBPath=C:\SPD\Campaign.mdb
This parameter sets the path to the Campaign.mdb file which stores Reports Statistics as well as Agent login data. This file can be put on a shared network drive in cases where there are 2 or more Dialers pulling data from a centralized database server.

ServerSideQueryStringURL=
This should be the exact URL of the page you want to use for ASP or URL scripting. This would be used in conjunction with enabling URL Scripting in the Campaign->Options->Preferences.

AllowVoicePhoneEdit=False
This parameter will save agent side edits on the voicephone field. So the Agent can change the phone number, along with the other fields.

CustomQueryStringFields=
This is for the constant parameters that will be added in the end of the URL.

ServiceCEOCampaignID=45
This is customer dependent and refers to data required to access the ServiceCEO website.
ServiceCEOCustomerSubType=1
This is customer dependent and refers to data required to access the ServiceCEO website.

URLType=
This is used for different type to Query string parameters, for eg Sales force, XWare, OCM

AllowAgentToLeaveVoiceMail=False
This can be used to allow the Agents to play a pre-recorded message to any answering machine transferred to them. The Agents would click the AM disposition button and the Dialer would play the wav file selected in the Predictive Dialing Script section that plays when the Dialer itself detects an answering machine.

OutBoundCallerID=
This can be modified in SIP or PRI configurations to show the desired CID when SpitFire dials. It can only be 10 or 11 digits, no letters. An example would be OutBoundCallerID=9724060851

UseVisualVoiceMSI=True
This parameter should only be set to False when the Dialer is connecting to PRI trunks.

VisualVoice=True
This parameter should only be set to False when the Dialer is connecting to PRI or SIP trunks.

IssueHangUpBeforeDial=False
This can be used to force analog phone lines into an on-hook status before the Dialer goes back to off-hook and dials. This is rarely used but sometimes in situations where analog lines default to an off-hook status.

ResetListOnLoad=False
This can be used to reset the list buffer automatically, when the list is loaded into the Campaign software. So correct number of available records will be set in the list in case the previous campaign with that list ended abnormally.
Note: DO NOT USE if more than one Campaign is dialing a specific list at the same time.

AllowZeroPrimaryPhoneLength=False
This setting can be used for situations where you have lists where the Primary phone number field is blank but there are phone numbers in the alternate phone number fields. If set to False, SpitFire will ignore any records where the Primary phone number field is blank. If set to True, SpitFire will see if there are alternate numbers to dial before moving on to the next record.

AgentTarget=
This setting can be used activate the Agent Target State/Area Code feature. It can be set to either "state" or "areacode" (without the quotes) to indicate how the calls should be distributed. The Agent Logons must be configured with the list of either area codes or states, separated by commas. See THIS article on that procedure.

CallBackTimeZoneCheck=False
By default this is set to false, when you set this one to true it would start checking callbacks against the Timezone Schedule and and re-schedule them to the start time of the timezone they fall under.