SpitFire Help Desk :: Agent Recording

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Agent Recording

Agent Recording is an optional feature that can be purchased with the SpitFire Predictive Dialer. It allows the SpitFire Agent software to record the call conversations that the Agents have at their stations. The recordings can then be copied to a shared, network drive, FTP'd to another computer or just stored locally on each Agent station.
If you are not currently licensed for Agent Recording, you can call SpitFire Dialer Sales at 800-859-5924.

Campaign Software Configuration

The SpitFire Predictive Campaign software must be configured to allow Agent Recording. This can be done on a per station basis if you don't want to allow all Agents to record.

1. Open the Campaign software that you want to configure for Agent Recording. In this case we will use Campaign Instance 1. If you use more than one Campaign window, the recording feature needs to be enabled in each one you use.
Click on Options-->Preferences.

2. Click on the General tab and check the Record Calls option and click OK.

3. Now click on the Agents tab in the main window and right-click on a station number for which you want to enable recording. Check Record Calls and click OK.

4. Close and reopen the Campaign window to make the changes take effect.

Agent Station Hardware Configuration

The Agent Recording feature is sold with Digital Logger boxes that allow the conversation that is happening in the Agent's headset or telephone to be recorded by the Agent's computer. This Digital Logger box is basically an adapter that connects between the Headset Amplifier or Handset phone line, and the sound card in the back of the Agent's station.
Click THIS link for instructions on the physical connections.

Agent Station Software Configuration

Once the Digital Logger has been connected, it can be tested using the Windows Sound Recorder. Simply pick up the headset or handset and talk into it while using the Sound Recorder to verify the audio is being recorded.
If there is no sound recorded, here are some trouble-shooting procedures to try:

1. Check the stereo cable from the Digital Logger is properly connected to the mic jack on the Agent Station's sound card. This is usually a pink or red jack.

2. Check the sound card properties are set to use the Mic jack for recording:
Right-click on the little speaker icon in the System tray and click on Open Volume Control.

3. Click on Options and then Properties.

4. Select Recording to go to the Recording controls.

5. Here you should make sure that the Mic is selected and/or not Muted and that the volume is turned up.

6. If this is set correctly and you are still not getting any audio in your recordings, try plugging in a standard PC microphone into the mic jack on the sound card and test with it. If that also doesn't work, it may be a bad jack on the sound card.

Configuring the Agent Software to Record Calls

The Agent software needs to be configured at each station to allow the Recording feature to work.

1. Open the Agent software and hit SHIFT+F1 to bring up the Agent Setup window.

2. Click on the Ftp tab to configure the settings for Agent Recording.

Record Calls must be checked and there are 2 options:
Every Call: This begins recording the moment a call is transfered to the Agent and ends the recording once the Agent clicks on a disposition button, like Hit, Warm, Cold etc.
On demand: This option allows the Agent to begin recording by clicking a Record button on the Agent software. The Agent clicks the button again to end the recording.
Important: On demand can only make one recording per call. If the Agent has made a recording and then clicks the Record button again, it will start a completely new recording and overwrite the old recording.

There are 2 options for how to save wav the files that are recorded:

Save to folder: This can be used to save the files locally on the Agent's computer or on a shared network drive that may be more convient for retrieval.
Here is an example of the pathing that would be used for a shared, network drive:

This mapped drive would need to be created on each Agent station, before configuring the Agent software. Note the backslash after the Agent_Recordings folder name. This is very important.
IMPORTANT: The shared, network drive would need to be on a system running a Server Operating System to support more than 10 concurrent connections.

Use FTP: This option can be used to FTP the files in a batch to an FTP server or a machine running an FTP server.

IMPORTANT: When this option is used, the files are FTP'd at the point of the Agent software is opened and/or when the Agent logs out of a Campaign.
They are not FTP'd at the end of each call.

3. Save and close the Agent software after making the changes.

4. Next we need to go into the agent.ini file in the C:\Agent\ folder and put in the correct IP address of the FTP server. Browse to the C:\Agent\ folder.

5. Double-click on the agent.ini file to open it in Notepad. Search for a parameter that reads FTPServerAddress=

6. Once you have input the correct address, click File-->Save to save your changes.

File Naming Convention for Agent Recordings

Each recording will be in a standard wav file format and the name of the file will be as follows:
[list name]-[customer's name]-[customer's phn#]-[Agent's login name]-[Agent station ID]-[date and time stamp]