SpitFire Help Desk

e-Agent is a web-based application that can be used in conjunction with SpitFire X to allow your telemarketers to see the information of customers that are being transferred to them via the SpitFire X autodialer script. It will display the information that has been imported into the list you are dialing.

It can be used to view the customer information and also to allow the Agent to disposition the record according to the result of the call. So if the call was a sale or appointment or if the person wanted to be added to the nocalls list, e-Agent will allow the telemarketer to dispose of the call accordingly.

This application is not usually installed by default on new SpitFire X dialers. So if this has not been installed, please contact Tech Support to schedule a time to have it installed.

Note: e-Agent is a web-based application and must be install on either the Dialer or the database server that the Dialer is pulling records from. Due to limitations in Microsoft Windows, if the machine is a Windows XP or 2000 Pro operating system, only 10 users can connect to the e-Agent at any one time.
To get around this, you would need either SpitFire X or the MySQL database server installed on a Microsoft Server 2003 operating system with more than 10 user licenses.


Configuring Your Script and Campaign Window to Use e-Agent

In order to use e-Agent, first we need to enable the feature in the SpitFire Campaign settings and in the script that you want to use. 

I. Configuring your script with ScriptMaker

1. Open ScriptMaker and open your script that you have been using to transfer calls. If you have not yet set up a script and need help with that, please see THIS article on ScriptMaker.

2. Click on the Question 1 section of the script.




3. In the Question 1 section, you will need to enable either the Speak Phone Number or Speak Client ID Number. This will allow the Dialer to speak the phone number or Client ID of the customer that is being transferred to the Agent. The Agent will hear "9-7-2-4-0-6-0-8-5-1..." when they answer and then the customer will be connected to the Agent.

 


4. Make sure you save on this window and then back at the main ScriptMaker window when finished.



Important: If you forget to do that last step, ScriptMaker will not save your changes.


II. Configuring the SpitFire X Campaign window

We also have to configure the actual SpitFire Campaign window to enable e-Agent.  

1. Open the SpitFire Campaign window and click on Options-->Preferences-->General.

2. Below is a screen shot of the SpitFire X Pro version. You can see that the EAgent option has been checked. There is also a space here for a web page URL if you want that to show up in the Agent's window, along with the customer information. This is optional.




3. Below we can see a screen shot of the SpitFire X Access (non-Pro) version. Use EAgent is checked and the path to the eagent.mdb file is set here. This will typically be done by Tech Support when e-Agent is installed on the Dialer.





Logging Into and Configuring the e-Agent Admin Page

1. To get to the home page of e-Agent, open Internet Explorer and type into the Address bar the following:
http://[dialer computer name or IP address]/eagent/login.asp




In the example above, we put in localhost because this example is being accessed on the Dialer itself. If you were accessing this page from some other computer on the network, you would substitute localhost for the Dialer's computer name or IP address. If this was being access outside of the Dialer's network, you would just need to use the external IP address and make sure the Dialer's port 80 has been forwarded to that address on your router or firewall.

2. Once you have input this URL, you will be taken to the e-Agent login page.




3. To log in as the Admin, use admin as the User Name and password for the Password field.




4. Click Login and you will be taken to the main, Administrator page.




You have access to various tabs in this window. The first we will look at is the User Defined Dispositions. Here you can change the default names of the disposition buttons that the agents can use to dispose of a call.

5. Click on the User Defined Dispositions tab to go to the following page:




6. This is where you can rename the default disposition names to make more sense for your agents.
Type in the names you want to change like the image below and click submit:




7. The next tab over is the Agent List. This will show you the Agents you have already configured to use e-Agent.




8. You can view or edit an Agent by clicking on View for a particular Agent.




9. Next is the Add Agent tab. This is where you can create new agent logins for e-Agent.




10. Fill in each section and click Add at the bottom. Email, Description and Skill Level are not necessary. The Campaign option can only be assigned if there is a Campaign using e-Agent being dialed at the time you are adding a new Agent.


11. The last tab is the Assign Campaign tab. This is where you need to assign agents to a specific Campaign so that they can log in with their user id's and be able to pull up the customer information for the list that is being dialed in that Campaign.




12. If you notice in this example, their is an error message saying, "No Campaign instances available at this moment!!!".



This is due to no SpitFire Campaigns being loaded with a script and list. The Campaign does not have to be dialing, but the script and list must be loaded into the Campaign window in order for e-Agents to be assigned to that campaign.

See screen shot below:




13. Now when you go to the Assign Campaign tab, you will be able to select a Campaign number from the drop-down menu.

 
In this case, you will see a 1 in the drop-down menu because we have our list and script loaded into Campaign 1, above.


14. Once you have selected the Campaign number, you can then select Agents to be assigned to the Campaign. You click on the name on the left and then click Add>> to assign them.




15. Click Done !! when finished and it will bring you back to this page:




Logging In As and Agent and Using e-Agent

Once e-Agents have been assigned to the Campaign, the Agents can now log into the e-Agent website and access the customer information.

1. The first step is to log into the website. This is the same URL as you use for the Admin page.




2. At the main, login page, the Agent will use their specific login credentials that you created earlier.




3.  After clicking Login, you will be taken to the main e-Agent page.




4. Click on the Search tab at the top, blue bar to go to the following page:




5. Now you can type in the customer's phone number into the Look Up Code: like below:




6. When you click Search, e-Agent will show you the specific record form the list that is being dialed.




7. From there, you can edit customer information, add additional information under the USER FIELDS tab or type in some notes.




8. Finally, the Agent can click on a disposition button, among the buttons to the right of the page, to indicate the result of the call.
Note: Clicking NoCall will put the customer's phone number into the Dialer's nocalls database and the phone number will not be called again.

9. Here we can see the result of someone being dispositioned as a Sale via the disposition button:



Then the agent can just wait for another call and look up that record accordingly. The e-Agent window can be left open on the Agent's desktop and accessed whenever they get a call from the Dialer.