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SpitFire X Campaign Preferences

Introduction

Line Settings Tab

General Tab

DataBase Settings Tab

Introduction

This article describes the various settings and parameters that can be accessed in the SpitFire X Pro (MySQL) Campaign software. These settings can be access from opening the Campaign software and clicking on Options-->Preferences.

There you will see several tabs that can be accessed to change various settings.

NOTE: This article does not cover FailSafe and TimeZone settings but you can see information on those settings HERE.

IMPORTANT: Most of these settings CANNOT be changed in Real-Time, i.e. while the Campaign is running. In order for any changes to take place with those settings, the Campaign must be closed and reopened. To access these settings, first open the Campaign software and then click on Options-->Preferences.
Note: Each Campaign window has its' own settings. The Settings for the Campaign 1 do not apply to Campaigns 2, 3 or 4. Those must be set individually.

Line Settings Tab

This tab has settings that are used for defining the dialing rules for your phone lines, the type of lines in use and also some specifications of what area codes should be dialed.

1. Local Area Code(s) 7 and Local Area Code(s) 10: These two fields are used to define when local certain area codes need to be dialed with 7 digits (i.e 555-1234) or 10 digits (i.e. 214-555-1234). Any area codes not listed there will be treated as a long distance number and the SpitFire software will apply the Long Distance Prefix (usually a 1), i.e. 1-214-555-1234. In cases where you do not have 7 or 10 digit dialing rules, because of the type of lines or area you are calling from, you can just enter a dummy area code like 999 (seen in the screen shot above). These fields cannot be left blank.

2. Local Prefix: This field us typically used to put a 9 or 8 in front of the dialing, such as in cases when the phone lines are coming from a PBX

Generic term for a type of Phone System that creates connections between internal, usually office, telephone extensions and external, telephone company, phone lines. SpitFire Dialers can interface with numberous types of PBX Phone Systems, from analog to digital to those using SIP trunking, such as the Trixbox IP PBX.'); return false" href="javascript:void(0)">PBX or phone system.

3. No Dial Prefix(s) and Area Code(s): Can be used to define the area code and prefix of areas within a list that you do not want to dial. The format for the Prefixes field is area code and prefix, i.e. 214555. The Area Codes field is just the 3 digit area code. Multiple entries must be separated with commas.
Dial Target Area Codes: Can be checked to force the Dialer

A computer that is used to make phone calls. SpitFire Dialers come in 2 main varieties, Auotdialer and Predictive Dialer.'); return false" href="javascript:void(0)">Dialer to only dial the defined area codes in the Area Code(s) field. Multiple entries must be separated with commas.

4. Long Distance Prefix: Typically a 1. However, it can be left blank if the lines you are using require dialing both local and long distance without a 1.

5. International Prefix: This can be used when dialing phone numbers in other countries or using the Dialer in a country outside of North America where phone number formats are not 10 digits. This setting can only be enabled after disabling Long Distance Prefix. When International Prefix is enabled, the Dialer no longer uses any of the Local Area Code, Local Prefix or Long Distance Prefix settings. Instead it will dial the exact digits for the phone number in the list and will add any International Prefix, if that is included.

6. Retry Busy and Retry No Answers: This feature can allow the Dialer to automatically recall records that had been marked as no answer (phone rings several times and nothing answers, not even a voicemail) or a busy signal, the first time through the list. When the list is exhausted, rather than coming to a stop, it would retry the records that had been marked under no answer and busy.

7. Max Retries: Defines how many times the Retry Busies and No Answers will dial the records again.

8. AM Sensitivity (1-9): This parameter defines the sensitivity setting for the detection process of determining whether a connected call is an answering machine or a live voice. Typically this is set to 1 or 2 for calling consumers and set higher for calling business to business. See THIS ARTICLE for details on answering machine detection.

9. Dedicated Transfer Lines: This setting can be used when doing On-Board Transfers in a script that is transferring calls to live Agents. This defines a number of lines that will only be used for transferring those calls and will not dial regular calls in the list. This is useful for helping to reduce customer hold time when dialing this type of Campaign.

Click OK, close and reopen the Campaign window to make sure any changes have taken affect.

General Tab

This tab has several settings, most of which will not need to be changed very frequently.

1. No Calls: This section is where the Campaign software is pointing to the nocalls database(s) that the software checks against while it is dialing. There are 2 tiers so that 2 different no call databases can be checked against at the same time. In the example above, both Tiers are using the same nocalls database. The Tier 2 No Calls is what will receive the phone numbers when using a script that allows the customer to press a touchtone to be added to the DNC list.

2. ToolKit Type: This setting is configured by Tech Support and typically does not need to be changed. Visual Voice is used for most Analog and Flat T1 line configurations. CTI32 is used for PRI, SIP and Text To Speech configurations.

3. SC Bus Board: This setting is configured by Tech Support and typically does not need to be changed.

4. Call Accounting-Connect only: This setting is configured by Tech Support and typically does not need to be changed.

5. Detect fast busy for disconnect: This setting is configured by Tech Support and typically does not need to be changed. Used in phone line environments where the lines generate a fast busy signal when the far end (customer) hangs up the phone.

6. EAgent Script: This setting can be enabled when using the SpitFire X EAgent application.

7. Caller ID: Enter a 10 digit phone number (typically 11 digits for SIP) to display on caller id of customer's phones. Note: Caller ID option is only available in CTI32 configurations using PRI or SIP lines.

Database Settings

This tab mainly controls how the SpitFire Predictive Pro software connects to MySQL Server plus a few other settings.

1. MySQL Server: This is the MySQL Server name or ip address. Typically this is set to localhost as the Dialer is usually hosting the MySQL Server software. However, this can be changed to allow MySQL Server to reside on a separate machine. For example. if you want multiple Dialers to be able to dial the same lists, at the same time.

2. Record Buffer Size: This is how many records the SpitFire Campaign software will pull into its' buffer before it must communicate with MySQL Server again. The default setting is 300 but this is sometimes lowered if dialing smaller lists. This setting basically helps keep CPU overhead down when multiple Campaigns are dialing from the same list.

3. Campaign ID: This should be unique number for each Campaign window that is pulling data from the MySQL Server address listed above. This prevents multiple Campaigns that are simultaneously dialing the same list from trying to dial the same records.

4. Username: This is the MySQL Server user name.
Password: This is the MySQL Server password.

5. Custom Query: This field can receive a custom MySQL Query to define what types of records need to be dialed within a list. See THIS ARTICLE for details on how to use the Custom Query field.