Creating the Script
I. & II. Dial-Answer and Statement of NoCall Policy
III. Question to Add
IV. GD-Voice Number
Setting Up an Inbound Campaign
With the new FTC regulations that took effect September 1st, 2009, one of the new requirements for the use of Autodialers is to have an automated system to take requests from customers wishing to be added to the nocalls list of the person or company calling them.
With the SpitFireX Autodialer software, using outbound dialing campaigns, this is easily done for calls that result in a live person answering their phone. You simply give the customer an option of pressing a specific touch tone to be added to your Dialer's nocalls database.
However, for those customers calling you back to be removed, you may need to set up a separate, Inbound Campaign, using a specific ScriptMaker template that can automatically handle those requests.
Note: These instructions refer to the SpitFire X Autodialer software ONLY. If you have just the SpitFire Predictive software and you want to use this automated, inbound Do Not Call script, you can contact SpitFire Dialer Sales at 800-859-5924, to get pricing for this software.
Creating the Script
1. First, open ScriptMaker from the shortcut on the Dialer's Desktop and click on Create New Script.
2. Now, type in the name of the script and click Save.
3. Then we must select the Script Template. For this type of script, we want to select the Voice Number - NoCalls from the drop-down menu. Then click OK.
4. Now, with the layout of the script visible, we click on the different sections to configure them and record the appropriate messages for each section.
I. Dial-Answer: This section can be ignored since it would only be used in an outbound type of campaign.
II. Statement of NoCall Policy: This would be the introduction to the script. A message that might say something like, "Thank you for calling our automated Do Not Call Service."
After this message plays, the script will automatically move to the next section.
1. To record the message using a microphone and speakers connected directly to the Dialer's sound card, click the cassette tape icon to open Wavemaker.
For more information on WaveMaker, see THIS ARTICLE.
2. To load in a wav file that was recorded somewhere else and copied to the Dialer, click the yellow folder icon that is either next to or above the cassette tape icon.
Note: The file format of the wav file is very important, depending on what type of lines the Dialer is configured to use.
See THIS ARTICLE for a listing of formats for different phone line types.
3. Click Save to go to the next section.
III. Question to Add:
The only wav file that is required here is the Question Message.
1. Again, click the cassette tape or yellow folder for that field, as shown above.
This message would say something like, "To be permanently removed from our calling lists, please press 1."
2. Then click the Touch Tone Config button to configure the touch tone.
3. Fill in the fields as shown above and click OK.
4. Click Save on the bottom, right-hand corner of the Question 1 window.
IV. GD-Voice Number: This is where the customer will actually be prompted to enter in their phone number that they would like added to the Dialer's nocalls database.
1. Click the cassette tape or yellow folder to load the message for the Statement Message.
This message would say, "Using the keypad on your touch tone phone, please enter your 10 digit phone number, area code first."
2. Retry should be set to the number of times you will allow them to enter in the number incorrectly.
3. Number of Digits should be 10.
4. Field Name will be VOICEPHONE.
5. Field Type will be Phone.
6. Verify 1 will be a message you record to say, "The phone number you entered was". Then the Dialer will speak the digits that the customer pressed.
7. Verify 2 will be a message you record to say. "If this is correct, please press 1. If incorrect, please press 2."
If the customer presses 1, the script moves on to the final part of the script. If the customer presses 2, the Statement Message will repeat and the customer will be allowed to enter in their number again.
8. Invalid Msg will be a message you record to say, "I'm sorry, that was an invalid response." and then the Statement Message will repeat. This Invalid Message plays in cases where the customer does not enter enough digits or does not respond at all.
When finished, the window will look something like this:
Click Save when done with this section.
This is the final section of the script which is a confirmation message. It should say something like, "Thank you, your request to removed from our list will be fulfilled immediately."
After this confirmation message plays, the phone number the customer entered will be added to the Dialer's nocalls database automatically.
Again, click the cassette tape icon to record the message or the yellow folder to load in the message. Click Save when finished with this section.
Finally we need to save the script INI file to save all the changes.
Back at the main ScriptMaker window, click the icon to save the script.
Finally, click Save here to save the changes.
This last step is VERY important. If you close ScriptMaker before doing this, all your settings will be lost.
Setting Up An Inbound Campaign
In order to use this new script, you will need to set up an Inbound Campaign with your SpitFireX software. You can use a 2nd campaign for this so that it could be running at the same time as the outbound dialing campaign. You will need to assign a line or lines to this inbound campaign that can receive calls on whatever number you have provided for your customers to call.
First, some important considerations for inbound lines:
If you have T1 or PRI lines, you will need to either:
a. Dedicate a T1 circuit to the inbound calls or
b. Arrange for your Carrier to dedicate certain trunks on the T1 or PRI circuit to be the ONLY trunks to receive the inbound calls.
If this is not done, there will be conflicts between outbound and inbound calls that will cause software issues.
For systems using SIP trunks, an additional dedicated machine will need to be configured for the inbound calls.
1. To get started creating the Inbound Campaign, first open the SpitFire Campaign icon that you want to use and click on Lines-->Line Manager, at the top.
2. In the Line Manager, click on the Manage button.
3. In the Manage section, you will enable the lines to use for this campaign and disable the lines that would be used in your outbound Campaign so that there are no confilicts.
4. Then go back to the main Campaign window to select the script that you just created.
5. Click the yellow folder to the left of Load Script. This will bring up the Open window, where you can double-click on the script you want to use.
6. Once you have selected your new, Inbound script, click on the Inbound button at the bottom of the window and then click Start.
7. Now, when you look at the Current Activity tab, you will see that the line(s) you have selected will show Waiting for Call.
8. Now, when a customer calls in, you will see the different parts of the script they are listening and responding to. You can also call into the number and test the script yourself.
Just remember that if you need to make changes to the script, you will need to stop the Campaign before opening the script again in ScriptMaker.
15th of September, 2010