SpitFire Help Desk

Business to Business Dialing in SpitFire Predictive

By default, the SpitFire Predictive software is configured to do a voice detection process in such a way as to maximize the amount of live voices that get transferred to the Agents and minimize the amount of pre-recorded messages, such as voicemails, that get transferred to the Agents.
When calling businesses, however, it is usually preferable to have the dialer override this detection (to the extent this can be done) so that calls going to receptionists and the automated voice responses of phone systems, are not treated as answering machines and thus will be transferred to the Agents.

With some settings changes in the SpitFire software, we can force calls to be transferred to the Agents as soon as a connect is made; meaning as soon as some sound other than a ringing phone, busy signal or operator intercept signal is detected.

Warning: The files that are changed in the instructions are critical to the software operation of the Dialer. If you are not comfortable with opening and changing configuration files, please contact Tech Support for assistance.

SIP or PRI Dialer Instructions
For Dialers using SIP lines or PRI lines. See Analog or Flat T1 Dialer section for instructions on that type of configuration.

1. First stop all Dialing and completely close all SpitFire Campaign windows.

2. Next we need to modify some settings in the CTI32 Engine.
Open the CTI32 Configuration Utility from the shortcut on the Desktop.




3. Click on Stop Service and wait until the display shows that the CTI32Engine Status has stopped.




4. Click on the dx_cap icon.



5. There are two parameters that need to be edited here:

ca_maxansr should be changed to 400 
ca_hedge should be set to 1.

To change them, just click on the parameter...





6. And then type into the Edit Value field, at the bottom.




7. When done, click the Save icon at the top of the screen.



8. Now you can click Start Service and, once the Status show Running, you can close the CTI32 Config window.

9. Next we need to browse to the C:\SPD\ folder and open the configuration files for the SpitFire Predictive Campaigns.
See THIS article for detailed instructions on how to do that.

10. Set the AM= to AM=5 and then save the file. Click File-->Save and not File-->Save As. This must be done for each campaign ini file. So if you use Campaigns 1-4, then you will need to change 1.ini through 4.ini.

11. Lastly, the Answering Machine Override feature needs to be enabled. That setting is in the Campaign window, under Options-->Preferences-->General.



12. Close and reopen the Campaign window and the Dialer is ready.



Analog or Flat T1 Dialer

1. 1. First stop all Dialing and completely close all SpitFire Campaign windows.
 
2. In order to change the configuration for a Flat T1 or Analog lines, we must first edit the vvoice32.ini file located in C:\Windows\

3. The easiest way to get to the file is to do a search.




4. Open the file in Notepad to edit it. Look for the Channel Parameter Block section.



 
5. There is only one parameter that needs to be changed here. 
We need to add a line under [Channel Parameter Block] called hedge=1.




6. Then save by clicking File-->Save.




7. See steps 9-12 above to complete the settings.

Related Articles

• Understanding The Throttle Manager in SpitFire Predictive
• Enabling and Using Alternate Number Dialing in SPD Pro
• Custom Query in SpitFire
• Server is dialing but agents are not getting calls.
• SpitFire Predictive Pro Campaign Preferences

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