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Creating a Blended Script for SpitFire Predictive

Predictive Dialing Script for Call Blending

The Predictive Dialer uses a Predictive Dialing Script (PD) that controls some of the main parameters regarding how a call is handled when a live person answers or when an answering machine is detected. The default PD1 script is designed to hand up the call when a live person is detected but there is no Agent available. This is known as a Dropped Call. However, when taking inbound calls, this is not how you will want to handle a situation where there is no Agent available to take the call. So, a different type of PD script needs to be created and used that will put inbound calls on hold and then transfer to an Agent when he is available.
Please see THIS article for in-depth instructions on how to configure Call Blending in the SpitFire Predictive software.

Here is how we create this Predictive Dialing Script.

1. First, open Scriptmaker from the icon on the Desktop.

2. Now select the Predictive Dialer script template by clicking the drop-down menu button in the top, right-hand corner.

3. Select the Predictive Dialer 4 template and select Scripts-->New Script.

4. Now, name the script. In this case we will name it Blended. Click Save.

5. Now you can see the layout of this PD script template.

6. The first section is Dial/Answer. Click there to go into the configuration page.

7. Here you can configure the PD script to leave a message on answering machines.
See THIS article for more details on how to do that.

This is also where you can set the number of Dial Rings. This is how many times the Dialer will allow a phone to ring before it gives up and goes to another call. Usually this is set to 5 or 6 rings to allow for the greatest number of answering machines to be picked up while not letting a call ring for an inordinate amount of time.

Click Save to go to the next section.

8. Statement is where you can have a message play before it transfers the call to an Agent.

This is not used very often because it would also play this message for all outbound calls.

Click Save to go to the next section.

9. The Hold section has some parameters that control what happens when a inbound call comes into the Dialer and no Agent is available.

The Hold Message can have a pre-recorded wav file that will play when the inbound calls come in and no Agents are available. Once an Agent becomes available, the waiting call would be transferred.
Note: This only pertains to INBOUND calls. Outbound calls will be dropped as normal.

The format of the wav file depends on the type of lines being used. See THIS article for details on wav file formats.

Call would be dropped after _ times sets how many times the message will play in a loop before it gives up. Setting this to 0 would mean infinite looping and would keep the customer on hold until an Agent is available or the Campaign is stopped.
If this parameter is set to something other than 0, you can enable the On Timeout goto Voice Mail option.
This would send the customer to a Record prompt where they could leave a message on the Dialer. That will be covered later in this article.

Click Save to go to the next section.

10. Transfer is the next section.

Here we have the default settings that would be seen in the PD1 script. Agent Script is where you can put in what HTML file you want to pop up on the Agent software when they receive a call. This would be something the Agent could read to the customer.

Hold Message is a wav file that will play when the Agent clicks on the Hold button on the Agent software. This is not the same as the Hold message playing for customers calling inbound and waiting for an Agent. This is used when the Agent wants to put the customer that they are talking to on Hold. For instance, if they need to step away from their desk for a moment. However, you could select the same wav file here that is being used for the inbound hold function.

Click Save to go to the next section.

11. Record is the section that can be used for recording a message from the holding customers who timed out before an Agent was available.

The first section that is directly above Parameters is for loading in a wav file that would say something like, "We apologize but there are no Agents available at the moment. At the tone, please leave your name, number and the best time to reach you...". This would be proceeded with a beep generated by the Dialer and the customer could then leave a message.

In Parameters, you can set the Record Time to a time limit, in seconds, that defines how long they have to leave a message. This is typically set to 60 or 120 seconds.

The folder to the right of Msg prefix needs to clicked to enable the MSGS folder that will store the customer messages (wav files) locally on the Dialer.
To the right of that is where you can select how it will name the message. Setting this to Phone # will allow the name of the message file to be the customer's phone number
For example, a message from someone with the phone number of 972.406.0851 would be named R19724060851.wav.
In our example, the path to the messages would be C:\SPD\Scripts\Blended\MSGS\

Click Save to go to the next section.

12. Email is where the PD Script can be configured to email you when a message is left on the Dialer.

The email that is sent will contain a wav file attachment which is the customer's message.
Note: This requires an "always on", broadband internet connection be connected to the dialer.

Email Recording should be checked and you usually need to check Perform Authentication so your email server can authenticate the login.

Email Settings contains the server and email address settings that will be required to send the email. Server is the server address of the SMTP or outgoing email server that you will use to send the email. An example would be mail.comcast.net or smtp.businessname.com.
Note: Web-mail services like Hotmail, Gmail or Yahoo! will not work.
This must be a proper POP3-type of email server.
The only exception to this is a service called GMX.com. We have successfully tested this web-mail service with our SpitFire software. Once you have set up an account with GMX, you would use mail.gmx.com as the Server address.

Username and Password will be the same ones you used when you set up your email account.

From Email is what you want to show in the From email address when the email is received.
Many servers require that you use your actual email address, for authentication purposes.

To, CC and BCC are the email addresses you can send the mail to.
You can also send to multiple email addresses by separating them with a colon (;).

Subject and Message should contain a generic message of some sort.
For example, to notify the recipient of the emails that this email is coming from
the Dialer.

Click Save to go to the next section.

13. Technically you can ignore the Hangup 1 and Hangup 2 sections. The last step in setting up a new Predictive Dialer Script is saving the script at the main Scriptmaker window.
Click the Save button.

14. Then click Save once more to save all the settings.

VERY IMPORTANT: This last step MUST be done before closing Scriptmaker. Otherwise, all the settings you put into the script will be lost.

15. Close Scriptmaker and you are done.