SpitFire Help Desk :: Touch Tone Script for SpitFire Predictive

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Touch Tone Script for SpitFire Predictive

Contents

Intro

Creating the Script
Dial/Answer
Statement
Question
Transfer
Hangup

Saving the Script

Changing to the new Script

Intro

The SpitFire Predictive software can, beginning with versions 1.2.112 (Pro/MySQL) and 11.3.90 (Access) or later, be configured to prompt live customers to press a touchtone to speak to an Agent. This differs from the standard way a call is transfered on the Predictive, which is to immediately transfer the call when the customer answers the phone.
So, when the customer answers the call, a pre-recorded message can be played that can give them the option to be transferred to your agents or not. They can also be given a different touchtone to press if they want to be removed from your list. When they press that touchtone, the Dialer will automatically add the customer's phone number to the Dialer's nocalls database.

Creating the Script

In this case, when we say "script" we are referring to the basic call logic that is used to control how the Campaign dials. With Scriptmaker, we can create a script that will include the logic that is needed for this type of dialing.

1. Open Scriptmaker from the shortcut on the Dialer's Desktop.

2. In Scriptmaker, select the correct template from the drop-down menu to the right. The template for this type of dialing would be the Predictive Dialer 5 template.

3. Now click on Scripts-->New Script so that you can name the new dialing script.

4. Type in the name (in this example, we named it TTScript) and click Save.

5. Now you will see the layout of the Predictive Dialing script logic. Each section can be clicked on to configure that section.

Dial/Answer

Clicking on Dial/Answer will take you into the section of the script that can define how the Dialer reacts to an answering machines and how many rings to wait before hanging up.

Answering Machine Message: Here, you can load in a wav file that can be played when the Dialer detects answering machines. If this is left blank, the Dialer will hangup when it has detected an answering machine.

Parameters/ Dial Rings: This setting defines how many rings the Dialer will wait before it hangs up and marks the call as a No Answer. Typically this is set to between 4 to 6 rings.

Click Save, when done with this section.

Statement

This section is the first section to play when a live person answers a call from the Dialer. It can be an introduction before the main part of the message plays. Statement should not contain instructions for pressing a touchtone. It should just say something like, "Hi, this is Eric with SpitFire Dialers calling with an important message." The next part of the script (Question) will immediately play after this and that part is where you should have the touchtone instructions for the customer.

Note: The Statement section is not required. You can leave this section blank and put your entire message into the next section, the Question.

Question

This is the main section of the script for live voice connects and it will be be configured to allow touchtones to be pressed to do things like be transferred to an agent, to add the customer's phone number to the Dialer's nocalls database or to just hear a closing message and then hangup.

A. Question Prompt: Click the yellow folder to load the wav file into the Question section. Again, this is the message that will play to a live person and, at the end, give them the options of what touchtones they should press. For example, "Hi this is SpitFire Dialers calling. If you would like to be connected to one of our rep's, please press the 1 key on your touchtone phone. If you would like to be removed from our calling list, please press 2. Otherwise, simply hangup or press 3."

B. Add To No Call: Check this box if you want to give the customer the option of being added to the Dialer's nocalls database when they press a touchtone.

C. No Call Msg: This is where you load the confirmation message for someone who opts to be added to the Dialer's nocalls database. It is not required but, if used, should just be a short message telling the customer that they have been removed from the calling list.

D. No Call Touchtone: This is where you define what touchtone is valid for the customer to press to be added to the nocalls database. In our example in section A, this would be a 2.

E. Transfer Touchtone: This is where you define what touchtone is valid for the customer to press to be transferred to a live Agent. In our example in section A, this would be a 1.

F. TT-1 and TT-2: This section is not used very often and you can ignore the TT-1 section altogether. However, the TT-2 section can be linked to the Hangup2 section of the script.

G. Range: This is not used.

H. Retry: This is set to define the amount of times the customer can enter the wrong touchtone. Typically this is set to 2. So if the customer accidentally presses an invalid touchtone, the Question message will repeat.

I. HangUp On Max Retry Exceeded: This should always be checked to ensure that the customer must press a valid touchtone to proceed.

J. Invalid Msg: This message will play when the customer has pressed an invalid touchtone. It should say something like, "I'm sorry, that was an invalid response. Please try again." Then Question would repeat.

K. Timeout Msg: This message will play if the customer does not press any touchtones after the Question message plays.

L: Max Retry Msg: This message will play if the customer has exceeded their allowed number of attempts to press a valid touchtone.

NOTE: Invalid, Timeout and Max Retry are not required. The repeating of the Question message will still occur if a customer presses an invalid touchtone but items J, K and L are left blank.

Click Save when done with this section.

Transfer

This section of the PD script controls 2 settings. The default settings that are in your Dialer's PD1 script are shown in the image below.

Agent Script: This is a setting for the path to the Agent Script that could be a document for the Agents to read from when they get a call.

Hold Message: This is the path to a wav file that can be used for putting someone on hold from the SpitFire Agent software.

Click Save when finished with this section.

Hangup

The two hangup sections of the script are typically left blank as they are not required.

Hangup 1 would play a wav file in the event of a Dropped call. Dropped calls happen when a voice connect happens on one of the Dialers lines but no Agent is available to take it. This section of the script could play a wav file before it drops the call.

Hangup 2 would be tied to the use of the TT2, touchtone field in the Question section of the script.

Saving the Script

It is very important to save the .vbs script file when finished setting up the various sections of the script. If you miss this last step, all of your work will be lost!

1. Click on the Save icon

on the main Scriptmaker window.

2. Then click Save on the Save As window. It will display a message that says, "Script has NO Hit Marker !!!".

This is OK and can be ignored. It will come up whenever you save a script but a Hit Marker is not nessecary.

3. Close Scriptmaker and now you can select this script in your Campaign.

Changing to the new Script

Once you have set up this new Predictive Dialing Script, it then needs to be selected in the Campaign software.

1. Open the Campaign software and click on Options-->Preferences-->General.

2. Under the General tab, there is a section labeled Script Filename:. This is where you can change from the default, PD1 script, to your new Predictive Dialing Script. Click the square, circled in red, above.

3. In the Open window, click on the Up One Folder button, circled in red above. This will bring you to the C:\SPD\Scripts\ folder where you can double-click on your new PD script folder and then on the vbs file.

4. Now that the new Predictive Dialing script has been selected (see circled in red above), you will click OK, in the bottom right-hand corner of the window.

5. Finally, you must now close and reopen the Campaign window, for the change that was just made to take effect. Click the Stop Program button to close the Campaign window and then you can open it back up.

That's it! Your Campaign will now give your customers a prompt to press a touchtone to be transferred to an Agent.