Inbound Voicemail
PLEASE NOTE THIS DOES NOT SHOW THE PORTS USED FOR THE REMOTE AGENTS
The “Assigned Outbound Channels” are the outbound dialing lines set for this campaign.
The “/2” shows the total lines that are available to use in this campaign.
The “Manual Channels” are dedicated for manual dialing by the authorized agents. It is important to have the system configured with the number of manual dialing lines you need per campaign. You cannot change an outbound line to a manual line in these settings.
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Email: [email protected] Online: www.SpitFireDialers.com
SpitFire Dialers: by OPC Marketing 3939 Belt Line Road, Suite 760
Addison, TX 75001 USA
The “Transfer Channels” are those that are dedicated for transferring of calls from the agent application to a DID or an extension (PBX Integration). It is important to have the system configured with how many transfer lines you need per campaign. You cannot change an outbound line to a transfer line in these settings. In agent to agent transfers the “Transfer Channels” need to be available but not selected.
The “Conference Resources” are required in order to do a 3-way call (not a blind transfer). If you are using SIP the requirement is 3 resources per conference. If the Recording option is purchased an additional conference resource is required. This is additional licensing that is a required purchase on the SIP ports. If you are using an MSI card the 3 resource per conference would still be required. Please be sure you have sufficient resources for the number of simultaneous conferences you will be doing. If the call is being recorded as well you need to add an additional resource per conference.
Free Channels on Campaign stop:
The “Free Channels on Campaign stop” is used if when the campaign stops and you want these lines to be removed and made available for other campaigns. A word of caution: If this option is selected and you try to run the campaign after it is stopped, you will need to reselect the lines. This option is not recommended unless you understand how the line clearing works.
The green button is a new feature that allows the manager to clear channels. This will affect only the channels on this campaign. This is different to the clear channels on the settings option which affects all channels in the system.
Call: 800-859-5924 Fax: 208-247-0502
Email: [email protected] Online: www.SpitFireDialers.com
SpitFire Dialers: by OPC Marketing 3939 Belt Line Road, Suite 760
Addison, TX 75001 USA
The next setting, “Dial Settings”, is used to configure the dial plan of the lines
. The “Area code Setting” is where the local 7 and 10 digit dialing is set.
The “Valid voice phone length” is the number of digits required to be a valid phone number to dial.
The “Metro exchanges” are any exchanges in the same area code that do not need to be dialed as a long distance number.
The “Dial Suffix:” is used when the number needs a suffix added to the number.
Call: 800-859-5924 Fax: 208-247-0502
Email: [email protected] Online: www.SpitFireDialers.com
SpitFire Dialers: by OPC Marketing 3939 Belt Line Road, Suite 760
Addison, TX 75001 USA
The “Local prefix” is used if you need the dialer to dial a certain digit prior to the phone number to get an outside line. This is typically used in a tie in to a PBX.
For “Long distance dialing” the box needs to be checked and the long distance prefix 1 needs to be added.
The “International dialing” setting is used if you are making international calls. This will not limit the amount of numbers in a phone number that the system is dialing. The “International prefix” is the prefix required for international dialing to the country.
The Cell Phone Identification “CNI” Scrubbing is a service offered by a 3rd party provider** Please review the CNI section of this manual.
The “Nodial area codes:” are the area codes that you want to skip, but are in the list.
The “Nodial exchanges:” are the exchanges that you want to skip, but are in the list.
The “Target area codes:” are the only Area code(s) that you want to dial in the selected lists.
Call: 800-859-5924 Fax: 208-247-0502
Email: [email protected] Online: www.SpitFireDialers.com
SpitFire Dialers: by OPC Marketing 3939 Belt Line Road, Suite 760
Addison, TX 75001 USA
The next option is the “Integration Settings”. This is where the CRM settings for the keystroke option are configured. These settings are used by our CRM Integration department to configure the keystroke and URL Query string options.
The Integration Settings is the part of the Campaign where the CRM customization is done by the programming department. This is an optional service that is offered.
The Clipboard and Stored Procedure are also options that are configured by the Programming department.
The configuration of this option needs to be set with the programming department. Please call support at 972-406-0851 to set-up a time. Please note: This is an option and not standard with the software. Please contact your Sales Rep at 800-859-5924.
Call: 800-859-5924 Fax: 208-247-0502
Email: [email protected] Online: www.SpitFireDialers.com
SpitFire Dialers: by OPC Marketing 3939 Belt Line Road, Suite 760
Addison, TX 75001 USA
The next option in the settings is the “Telephony Settings” tab.
The “Recordings path:” is the path that the recordings are mapped to. (This is if the recording option is purchased.)
The “Prompts path:” is the path that the wave files are stored in.
The “Hold Message:” is used to select from a list of wave files that you can record for those times when the client is put on hold by the agent.
Selecting the drop down arrow will display all the wave files that are available in the Prompts folder.
Call: 800-859-5924 Fax: 208-247-0502
Email: [email protected] Online: www.SpitFireDialers.com
SpitFire Dialers: by OPC Marketing 3939 Belt Line Road, Suite 760
Addison, TX 75001 USA
To select the wave file to be used for the “Hold” message, click on the arrow as shown above. This will drop down the available wave files.
To select the wave file to be used for the “Message before Transfer” click on the arrow as shown above, and this will drop down the available wave files.
To select the wave file to be used for the “Message before Transfer” click on the arrow as shown above, and this will drop down the available wave files.
The “AM Threshold (sec):” this option is used for the AM sensitivity threshold. To increase the AM sensitivity the number should be between 1 and 2 (2) default, to lessen the sensitivity the number would be between 3 and 4 (4) default.
The “Play Zip tone:” needs to be checked if you want the agent to hear a zip tone when the call is transferred. It is recommended not to use the Zip Tone.
The “Record all calls” option needs to be selected if all the calls for this campaign are to be recorded. This option will be grayed out if this option has not been purchased.
Call: 800-859-5924 Fax: 208-247-0502
Email: [email protected] Online: www.SpitFireDialers.com
SpitFire Dialers: by OPC Marketing 3939 Belt Line Road, Suite 760
Addison, TX 75001 USA
These settings apply to the Recording option Max silence for recording (sec):
The number that is set is the total amount of silence in seconds before the recording stops. (Default = 10).
Max time for recording (sec):
The number that is entered is the maximum time for recording in seconds before the recording stops.
Wait time before hang-up (sec):
Default = 0
Call: 800-859-5924 Fax: 208-247-0502
Email: [email protected] Online: www.SpitFireDialers.com
SpitFire Dialers: by OPC Marketing 3939 Belt Line Road, Suite 760
Addison, TX 75001 USA
The next option in the settings is the “Time zone” tab.
To select a Time Zone setting to add to the campaign, click on the arrow on the “Available Time zone”
window.
This will provide all the different Time Zones throughout the world. Select which Time Zones you want to use from this list. Please note that only the area codes for the USA are in the settings of the software.
Please verify that the Time Zone that you are selecting have the most current area codes for the region that you are using. If you select Time Zones from any other country you need to add the area codes for that region in the settings tab. Please note: The system is going to look at the current Time Zone that you are in. When you are setting up the different Time Zones make sure that you are putting the Time that you want to call based on the Time Zone that you are in.
Call: 800-859-5924 Fax: 208-247-0502
Email: [email protected] Online: www.SpitFireDialers.com
SpitFire Dialers: by OPC Marketing 3939 Belt Line Road, Suite 760
Addison, TX 75001 USA
To add the selection to the campaign, click on the green circle as shown above.
At this point, you will select the time parameters for you campaign. There will be no phone calls made before or after the times you set. It is important to understand that the dialer is looking at the time on your computer. Make sure that whatever time zone you are in, you want the campaign to call at that time
To change the Start Time, double click on the hour in the Start Time box. This will allow you to change the time using the up and down arrows. When you have set the time it will display in European (military) time, so don’t be alarmed.
To change the Stop Time, double click on the hour in the Stop Time box. This will allow you to change the time using the up and down arrows. When you have set the time it will display in European (military) time, so don’t be alarmed.
Call: 800-859-5924 Fax: 208-247-0502
Email: [email protected] Online: www.SpitFireDialers.com
SpitFire Dialers: by OPC Marketing 3939 Belt Line Road, Suite 760
Addison, TX 75001 USA
The Time Zone Manager is used to eliminate dialing outside of predefined hours. This is not a scheduling tool, rather a way to make sure you do not dial any area codes outside of telemarketing hours. When the dialer fetches a record to dial it will do a validation check of the area code to verify it is ok to dial. If it is outside the defined times it will skip the record with the result code “TimeZoneSkip”.
When setting up the Time Zones it is important to note that the system is looking at the current time that is set on the dialer server. In the above image the computer is located in the Central Time Zone and it is set to dial from 9am to 9pm accordingly. For example: if you are in CST and you want to dial EST at 9am you would set the start time for 8am. It is necessary to set each time zone independently and according to your computers time. The “Default” Time Zone would apply to any area codes that are not listed in the Time Zone Manager. This would be the earliest and latest based on all the Time Zones that you have selected.
*Area codes can be manually added in the Global setting/Time Zone tab found shown on page 299.
Call: 800-859-5924 Fax: 208-247-0502
Email: [email protected] Online: www.SpitFireDialers.com
SpitFire Dialers: by OPC Marketing 3939 Belt Line Road, Suite 760
Addison, TX 75001 USA
The last option in the settings is the “Failsafe” tab.
The “Failsafe” setting is used to make sure that a campaign does not run outside the settings set in the Failsafe option. Double click on the Start or End time to modify.
When the time is set it will display in European (military) time, so don’t be alarmed.
It is critical that you click on the “Save” disk any time you add or change an option in the campaign settings.
The final step is to click on the “Finish” tab to complete the campaign setup.
Call: 800-859-5924 Fax: 208-247-0502
Email: [email protected] Online: www.SpitFireDialers.com
SpitFire Dialers: by OPC Marketing 3939 Belt Line Road, Suite 760
Addison, TX 75001 USA
The new campaign can now be able to be viewed on the Manager screen. Click on the “Campaigns” box as shown above.