SpitFire Help Desk

See THIS article for configuring the SpitFire software for the Agent Recording Feature.

In order to make the Agent Recording feature work, some hardware must be installed at each Agent PC to enable that PC to record the audio happening in the Agent's headset or telephone.
A Digital Logger box must convert the phone line audio to a cable that can be plugged into the Agent PC's Mic jack. You will have received  a set of components for each Agent station that will be set up to record calls. The hardware for this has recently changed so this article includes images of both the old and new digital logger units.

Old Logger Unit

New Logger Unit

This box contains:

1 x Splitter and cables for Outside line connection
1 x Splitter and cables for a Handset connection
1 x Digital Logger box
1 x 1/8" stereo male to male audio cable

There are two ways to connect the Digital Logger box to the Agent PC: 

1. Outside Line Connection (aka Headset/Amp). Used when the Agents have headsets/amps connected directly to the Dialer's MSI card breakout box.

2. Telephone Handset Connection. Used when the Agents are using existing telephones at their desks and the Dialer is integrated into the PBX or phone system on site.

The Digital Logger takes the phone line from the Handset or Amp and converts it via the audio cable to plug into the Agent's PC.

Connecting Via A Telephone Handset

1. Take out the splitter and cables from the Handset Connection package.

Old Logger Unit

New Logger Unit

2. Unplug the hand set from the phone base and plug the small, male connector from the splitter into the phone base. Plug the handset cable into the open jack on the splitter and plug the phone cable from the other splitter jack into the Digital Logger.

Old Logger Unit

New Logger Unit

3. Connect one end of the audio cable to the Digital Logger and the other end into the Mic jack of the Agent PC.

Old Logger Unit

New Logger Unit

Connecting Via A Headset-Amplifier

There are 2 types of Amplifiers that are typically used with SpitFire Predictive Dialers:
1. The TS-1 Amplifier uses a single phone jack that must be used in conjunction with the Outside Line Connection type of splitter.
2. The LX-800 has 2 phone jacks, one for the connection to the Dialer and the other can be used to directly connection to the Digital Logger, without having to use the splitter that comes with the Digital Loggers.

TS-1 Amplifier connection:

1. This connection will use the Outside Line Connection type of splitter.

Old Logger Unit

New Logger Unit

2. Plug one of the phone lines from the splitter into the Line jack of the TS-1 amp. DO NOT use the Accessory jack. 



3. Connect a phone line from the other jack of the splitter to the phone jack of the Digital Logger. The male end of the splitter will plug into the wall jack that should have the phone line going back to the Dialer's breakout box for the Agent Headset lines.


 


LX-800 Amplifier Connection

You will not need to use either splitter for this type of Headset Amplifer. Simply connect the phone line from the Dialer's breakout box to one of the phone jacks at the top of the amplifier and connect the phone line from the Digital Logger to the other jack.