SpitFire Help Desk

2. With ScriptMaker open, click on the New Script button or click on Scripts-->New Script, at the top.
Note: If you are editing an existing script, click on Scripts-->Open Script and open the script you want to edit







3. At the next window, we need to name the new script. Use a name that will remind you of the basic content of the script. Then click Save.




4. Next we need to select the template that we want to use. In this case, we will select the Single Question Single Record template.




5. Click OK once you have selected the template.




6. Here you will see the layout of the Single Question Single Record template.




We can edit each section by clicking on the name of the section.


Dial-Answer

The Dial-Answer section is where you will record or load a wav file that will play when the Dialer detects an answering machine.

1. Click on Dial-Answer to configure that section.




2. The top section, right under where it says Answering Machine Message, is where you can type in some notes. Directly below that is where we can either record a new wav file or select a wav file that has been recorded already.

3. Click the cassette tape  icon (circled in red below) to open Wavemaker and record the message directly at the Dialer. See THIS article for detailed instructions on using Wavemaker.
Note: This will require a computer mic and speakers to be plugged into the Dialer's sound card.



4. Click the yellow folder  icon, next to the cassette tape icon, to browse to the location of the wav file you want to use.
Note: The format of the wav file is important and varies, depending on what type of phone lines and/or software that is being used on the Dialer.
See THIS article for the exact formats required. And use link in step 3, above, for instructions on how to convert the wav file to the correct format in Wavemaker.
Important: The audio file must be recorded in wav format. The SpitFire software does not have an mp3 to wav conversion feature.



5. The fields that are labeled DB Field (for TTS) are used in conjunction with the optional Text To Speech feature that is available with SpitFire X. In this example, you can have 2 separate messages that can read from specific fields in the database that you are dialing and speak that information. The drop down menus allow you to select from which field you want the TTS Engine to read.

 
IMPORTANT: Text To Speech is an optional upgrade feature and is not enabled by default. Unless you have purchased this feature from your Sales person, your software would not be enabled for this feature and you would ignore the TTS fields.

6. Set the Dial Rings to indicate how many times you will let a phone ring before giving up and calling the next record in the list. Usually this is set to 5 or 6 rings but may need to be more if calling many cell phones.
Answer Rings is usually not used but could be set to a number if using this for inbound calling.

7. Hit and Points will be in each section of any script. These can be used to flag a specific part of a script as a Hit or with a certain amount of points so that you can run specific reports to view all of the Hits, for example. Points is usually used in scripts with multiple questions, like a political poll. Then you can look at the accumulation of points to see where a customer might be hanging up.

8. Click the Save button in the bottom, right-hand corner when finished with this section.


Statement 1

Statement 1 begins the part of the script where it plays messages to live, voice connects. Statement 1 is meant to be a quick introduction or to present some information that does not include the options for pressing touch-tones. Statement 1 will automatically and immediately be followed with Question 1, which is the section where touch-tone responses can be gathered. Again, you do not want to give any touch-tone instructions in Statement 1.



Note: Statement 1 can be skipped if you don't want to split your message up into two parts. Leaving Statement 1 blank will mean the script will start playing at Question 1, when a live person answers.
Click the Save button in the bottom, right-hand corner when finished with this section.


Question 1

The Question 1 section is where most of the "action" in a script like this occurs. This is where you can give the customer different options for touch tones that they can press to do things like be transferred to a live person or add themselves to the Dialers nocalls database.

1. Click on the Question 1 section to bring up that window.




There are several settings, as you can see, so let's break this up into its' component parts, the Question Message, Parameters, No Calls Addition and the Agent Transfer.


Question Message



1. Click the first  icon to record the message for when a live person answers. Click the  icon next to the  icon to select a wav file that has already be recorded.

The Question Message wav file should contain the information that the customer needs in order to press a touch-tone and proceed to another part of the script. For Example, "Hi this is John with SpitFire Dialers. Are you looking for a Dialer? Press 1 to speak to a representative now. Or press 3 to be removed from our calling list."
Of course you don't have to give all of these options, but you have that capability if you want to use it.

2. The DB Field (for TTS) is right below that and would be for use of Text to Speech, if applicable.

Parameters

Click on Touch Tone Config to configure the appropriate touch-tones.



Here you will define which touch-tones should be used for which functions.

1. Transfer Touchtone is for allowing a customer to be transferred to a live person.

2. Add to NoCalls Touchtone will put the customer's phone number into the Dialer's nocalls database.

3. TT-1 would, in the case of a Single Question script, take the customer to the Hangup 1 card. This card would play a message and then hang up.

4. TT-2 would, in this case take the customer to the Hangup 2 card. This card would play a message and then hang up.

5. Range would be used in cases where you give the customer a range of touch-tones to press (i.e press 1 or 2 or 3 or 4) to have them grade something or select among several options.

6. Retry is used to define how many times SpitFire will repeat the Question 1 message when someone presses the wrong touch-tone or does not press any touch-tone.

7. Hangup On Max Retry Exceeded will ensure that if the correct touch-tone is not pressed or no touch-tone is pressed, SpitFire will hang up the call. This should ALWAYS be checked unless you don't want to force a touch-tone to be pressed before it progresses to the next part of the script.

HangUp after this card is used in situations where you want to prevent any possibility of progressing to the next section of the script. In this case, the Record 1 section.
Typically this is used in multi-question poll scripts where you want to define the last question.

Invalid Msg, Timeout Msg and Max Retry Msg can all be used in conjunction with the Retry function, mentioned above. They are not technically necessary to make the Retry function work but can be used in the following manner:

1. Invalid Msg is a recording that will play if the customer hits the wrong touchtone. It should say something like, "I'm sorry that was an invalid response." Then it will automatically repeat the Question Message.
2. Timeout Msg is a recording that would play if there is no touchtone response from the customer for 15 seconds. It should say something like, "I'm sorry I did not hear your response." Then it will automatically repeat the Question Message.
3. Max Retry Msg is a recording that would play if the customer keeps hitting the wrong touchtones. It should say something like, "I'm sorry we will try you again another time." Then it will hang up the call.


No calls Addition

This setting should always be checked if you are giving the customer the option of pressing a touch-tone to be added to the Dialer's nocalls database. In addition, you can have a confirmation message loaded into the No Calls Msg field that would play when that particular touch-tone is pressed. It should say something like, "Your number has been removed from our list."


Agent Transfer

This section is where the parameters are set for the function of transferring a customer to a pre-defined phone number.




Agent Transfer should be checked and then you will need to select the type of transfer process that will be used by the Dialer to transfer the call.

There are 4 types of transfer processes to choose from:

Phone Company Centrex Service (Analog Only) is a generic term for performing a simple Hook-Flash function to transfer the call within a PBX, phone system or Centrex lines. If the lines you are using are going through a PBX, then this type of transfer will usually work best. It simulates the  process for transferring a call that is done on most PBX phone systems.
This function will only use one Dialer line for each transfer and the Dialer line will be released, once the transfer has completed.
If this does not work, the PBX or phone system may not be using the generic type of hook-flash that Spitfire is programmed to use. It may then be necessary to try one of the other transfer options. This is for Analog Lines ONLY.

Phone Company 3-Way calling (Analog only) means that you must have 3-Way calling from the Phone Company installed on the phone lines that the Dialer is using. You can test this by using those lines to do a regular 3-Way call on a regular phone. This option will leave 1 line engaged for the entire length of the call and transfer, until the customer and Agent hang up their phones. Also there is no hold message that can play with this type of transfer. The customer will hear a Transfer message but then will hear silence until the Agent picks up the call. This is for Analog Lines ONLY.

On Board 3-Way calling requires that you have a particular type of Dialogic card called an SC bus card. Examples of this are the D/41 ESC, D/160 SC and the D/240 SC. This function can also be used with SIP lines. On Board 3-Way calling allows you to use a hold messages during the transfer process. However, it also uses 2 lines per transfer. This makes it the fastest, most reliable type of transfer function but may not be preferable for systems with only 2 to 4 lines.

You can also specify certain lines to be reserved and only be used for transfer requests. This option is in the Spitfire software under Options-->Preferences-->Lines-->Dedicated Transfer Lines.If you put a 3 in this field and you have an 8 line dialer then lines 6, 7 and 8 will be used for transfer requests only.
This can be used with Analog or T1 lines.

Phone Company Centrex Blind Transfer (Analog Only)
This function is the same as the Phone Company Centrex Service above except that rather than waiting for the Agent to pick up the call before it releases it into the PBX, the Dialer will transfer and release the call immediately. This is useful for transferring the call as quickly as possible but means that there will be no Agent Message or Speak Phone number functionality to the transfer. 

Agent Transfer Function Chart

Saving Your Script

Saving your script, after creating a new script or editing an existing script, is
THE MOST IMPORTANT PART of the script-making process. Not saving the script at the end of this process is the most common issue with scripts not working.

1. At the main, ScriptMaker window you can click on the blue, floppy-disk icon to bring up the Save As window.







2. Click the Save button and now you can close ScriptMaker. You have created a script!