SpitFire Enterprise Software Training Videos Now Available

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1 1 SpitFire Enterprise Software Training Videos Now Available Go to 1. Click on the Login button on the top right menu.

2 2 SpitFire Enterprise Software Training Videos Now Available THESE VIDEOS CAN BE VIEWED ON SMARTPHONES AND TABLETS 1. Enter User Name: Dongle Number (If you don t know your dongle # you can find it in the Manager App bottom menu License Info ) 2. Enter Password: Support exp date please use 2 digit year not 4 to MM/DD/YY for every other country in the world that uses the DD/MM/YY format... *If you are unable to login please call

3 3 SpitFire Enterprise Manual Training Videos Now Available

4 4 SpitFire Enterprise Manual Predictive/Quick Connect/Preview/Inbound Version 6.9 New Feature User Status Color Code Based On Time on the Users Screen

5 5 SpitFire Enterprise Manual Predictive/Quick Connect/Preview/Inbound Version 6.9 New Features - Table of Contents COLOR CODES FOR AGENT STATUS NOTIFICATION 339 IMPORT UNIQUE CALLERID NUMBER FROM LIST 172 NUMBER OF USERS CURRENTLY LOGGED IN ON ALL USERS 216 OPEN MULTIPLE USERS SCREENS AT THE SAME TIME 218 VOICE PHONE ADDED TO ALTERNATE DIAL FEATURE 250 NEW SETTING ON AGENT SOFTWARE TO CONFIGURE IP 220 PING TEST ON AGENT APPLICATION 221

6 6 MANAGER APPLICATION INDEX Description Pages Version Number / New Features 4-5 Features added by Version Number and Date Index 6-11 Searching for Keywords Tech Support 19 Hyperlink to Helpdesk/Manual/Feature Request Link 20 Current Version Installed 21 SpitFire Control Center Quick Start Guide 28-38

7 7 CAMPAIGNS Managing Your Campaigns NEW FEATURES Pages Creating a new Campaign Creating an Template OPTIONAL LICENSE Inbound Open an Existing Campaign Campaign Statistics Window Callback Manager History History Filter Records History Export Records History Edit Disposition Edit Campaign Settings 139 Rework Clone Campaigns System Disposition and Allowed Characters Recording OPTIONAL LICENSE Monitoring and Whisper Coaching OPTIONAL LICENSE

8 8 CNI CNI ** SIP Platform LISTS Managing Your Lists Pages Importing a List Opening a List Searching for a Record 186 Exporting a Record Adding a Record 192 Deleting a Record 193 Available Records 194 DNC Managing Your DNC Lists Pages Importing a New DNC List Opening a DNC List / Adding or Deleting Records

9 9 USERS/AGENTS Managing Agents NEW FEATURES Pages Creating a New Agent Edit Existing Agents View the Agent Statistics - All Users Screen Agent Software Dynamic User Login for Agent 239 On-Demand Recording (Optional) 237 Callbacks Alt Number Dialing on Agent (Pred/QC/Preview) Preview Callbacks Agent Transfers Agent Manual Dial Preview Dial CRM Integration GROUPS Managing Groups Pages Viewing or Editing Groups Creating a New Group

10 10 REPORTS Managing Your Reports NEW REPORT Pages Running the Reports 277 Campaign Statistics User Statistics Last Result Statistics Disposition Statistics By List List Analysis by Campaign NEW User Amount By Hits User Disposition Statistics By Campaign Disposition Statistics By Campaign Last Result Report CAMPAIGNS Campaign Settings Pages The Refresh Statistics and Campaign Settings

11 11 SERVICES RESOURCES The Core Services Pages New Control Center for Starting Services Restarting the Services (Prior to Control Center) 346 Ports Required for Enterprise Software 372 Disclaimer Main Website Resource Link Help Desk

12 12 SpitFire Enterprise Update Log Version Released 02/3/2015 Version User Status Color Code Based On Time Import Unique Caller ID for Each Record Assigned DNC Lists Can No Longer Be Deleted When Assigned To Campaign Campaign Can No Longer Be Re-Named While "Executing" VoicePhone Added To Alt Dial On Demand- Used To Redial Disconnected Call Count of Number Of Agents Logged In Added On "All Users" Display Ping Test from Agent App View Multiple Agents in Dashboard In Dynamic Extension Note: AGENT APPLICATION MUST BE UPDATED TO V Version Released 09/02/2014 Version Alternate Number Dialing on Demand avail on Pred/Quick Connect/Preview New Report List Analysis by Campaign Hyperlink to Helpdesk and Feature Request from Manager Screen Allow Dynamic Extension for Agent Login Stored Procedure (Optional) Version Released 6/23/14 Version Export API (Optional) Show Callbacks for the day on agents screen Last Result Call Attempts report search by < =, =, > = Enable List Priority checkbox in the campaign edit list tab Export CallType from History Allow Question mark in custom fields Reset Custom Fields setting in User settings Version Released 06/13/14 Version Viewable Agent password in Edit User New Hit Counter on All Users Screen on the Manager Version Released 04/10/14 Version Expand Custom Fields on the Agent screen automatically

13 13 SpitFire Enterprise Update Log Version Released 04/08/14 Version Recording Templates based on disposition (Optional) Templates based on disposition (Optional) Last Call Result export to a new and existing DNC list User added while creating or adding Agents Version Released 12/18/13 Version History displays Call type Last Call Result search by number of redial attempts Version Released 10/22/13 Version Custom dispositions can be ordered according to a priority CNI option added on this Version History export to a new DNC list Version Released 06/26/13 Version Last Call Result feature View and Export Campaigns, Lists and Agent Names sorted in alphabetical order New Report List Penetration Statistics Version Released 06/12/13 Version Delete Import template functionality Preview Dialer mode when creating a new campaign Version Released 06/12/13 Version Allow Ani Transfer to 3rd party Added Company to Campaign search Mass Callback Delete Ordering existing list while Importing Status Time and List Name on All Users screen Version Released 05/08/13 Version Exporting from history to a new and or existing list - removes duplicates and scrubs against existing list Export feature from History to a DNC list Displaying Total Channels, Start Time in All Campaigns window Ordering Campaign by Start Time

14 14 SpitFire Enterprise Update Log Version Released 05/08/13 Version Exporting from history to a new and or existing list - removes duplicates and scrubs against existing list Export feature from History to a DNC list Displaying Total Channels, Start Time in All Campaigns window Ordering Campaign by Start Time Version Released 03/12/13 Version Exporting Callbacks to a "csv" file Version Released 02/08/13 Version Rework Count Preview Disposition Statistics by Campaign Report Quick Connect added in Campaign Settings Select "All Lists" checkbox for NoCall and List Scrubbing on Import Version Released 11/15/12 Version Prioritized custom fields in the order in which they are added to the Campaign User Sales Report - now accepts decimals User Amount by Hits Report - now accepts decimals Version Released 10/12/12 Version Added Refresh button for Stats update in History Version Released 08/20/12 Version Clear Agent, Supervisor, A2A Transfer, Inbound Lines in Customer Settings Clear Outbound, Manual, Transfer Lines in Campaign Settings Mask Voice Phone Number List Priority and Stacking Feature Version Released 07/27/12 Version Live Search of Lists in List Assignment feature Added slider for recordings in History Version Released 06/25/12 Version Campaign Max stop time to allow agents currently on the phone to complete the call Version Released 06/19/12 Version Clone Campaign feature added on Manager

15 15 SpitFire Enterprise Update Log Version Released 06/07/12 Version Added Version Window status on the Manager screen Added License Window status on the Manager screen Tech Support message status on the Manager screen Print functionality after Import (List/DNC) Callback Feature unable or disable is User settings Version Released 05/24/12 Version User Sales Report User Hits Report User Statistics by Campaign Report User Disposition Statistics by Campaign Report Change Disposition in History Version Released 04/06/12 Version New User Hits Report Version Released 04/05/12 Version List Stop based on Hits Feature Version Released 03/04/12 Version New User Sales Report Version Released 02/21/12 Version Clear Transfer Lines added in Customer Settings on Manager ** Templates and Recording Templates are a licensed feature and need to be purchased in order to use these options. Recording and Monitoring & Coaching are options that need to be purchased in order to use these options. Transfer lines, Monitoring and Inbound require dedicated channels. CRM Integration, API and Stored Procedures are options that need to be purchased in order to use. CNI is a third party option.

16 16 SEARCHING BY KEYWORDS To open the Manual from the Manager Screen click on the Manual from the bottom right of the Manager screen. To Search for a specific Keyword click on the Pages icon on the left of the Manual.

17 17 SEARCHING BY KEYWORDS In the open box type in the Keyword for the search and hit the enter key on your keyboard. This will go to the first page that meets the criteria of the Keyword search.

18 18 SEARCHING BY KEYWORDS Using the scroll bar on the left of the page allows the user to go directly to the page. The right side of the screen will display the page. The Left Arrow will find the previous match and the Right Arrow will find the next match.

19 19 TECH SUPPORT The SpitFire Online Support icon is installed on the desktop of the dialer. This provides easy access to our support staff. The hours of live support are Monday thru Friday 8:30am Central time to 6:30pm Central time. Please note that there may be others in the queue and our Technicians do there best to get to you in a timely manner. Please review the manual while you are waiting as the answer to your question may be in this manual. If you need to schedule an appointment you may Please enter all the requested information before clicking on the Connect tab.

20 20 There are a number of Support options available directly from the Manager Screen. This link connects to the Feature Request page where requests can be made that will be reviewed to see if these would be possible to add in future Releases. Please note that this is only a request and does not mean that this feature will be added. The SpitFire Home is the link to the website. This is the Link to open the Manual from the Manager Screen. This is the Link to the Help Desk. This has a knowledgebase of information available on the Product.

21 21 To verify your current version installed, click on the Version tab on the bottom left of your Manager screen. This will open up the Version Window that will display the version numbers of the Software. This will open up the Version Window that will display the version numbers of the Software. This will display the Dongle number and the licensing of the Software.

22 22 CONTROL CENTER NEW FEATURE The new SpitFire Control Center will eliminate the need to start and stop the services manually. This is installed on the dialer server. When the computer is restarted the services will start in the order that they need to. This will eliminate the issue of starting certain services to soon. Please make sure that all services show Running prior to logging into the Manager application.

23 23 CONTROL CENTER NEW FEATURE If the services need to be restarted the Stop All tab can be selected on the control center. Please make sure that all campaigns are stopped and that you are logged off the manager console.

24 24 CONTROL CENTER NEW FEATURE The system will stop the services in a certain order. Please wait till all the services are stopped prior to restarting them.

25 25 CONTROL CENTER NEW FEATURE When all services show Stopped than only should you select the Start All tab.

26 26 CONTROL CENTER NEW FEATURE The control center will than start the services in the correct sequence.

27 27 CONTROL CENTER NEW FEATURE The control center will display when all the services are running. The system is ready to log in to the Manager Application. The SpitFire Control Center can now be closed. Click on the x on the top right hand side of the window.

28 28 QUICK START Manager Screen To launch the Manager software, click on the Enterprise Manager icon. This can also be saved as favorites in the browser. The Login screen will appear.

29 29 QUICK START The Compliance Terms and Condition need to be read and agreed to prior to logging on. Click on the Compliance Terms & Condition to view the document. The SpitFire Compliance Agreement will display on the screen. Once you have read and accepted the Terms and Conditions the I Accept These Conditions needs to be selected

30 30 QUICK START The Check Box for the I have Read & Agree needs to be checked after you have read and accepted the Compliance Terms and Condition. This is where the Username and Password need to be entered. Please note that if you have more than one Manager Account the manager account that is not in use needs to be selected.

31 31 QUICK START To open the Manager Application the Login tab needs to be selected. The Manager screen will than be displayed. If the above message You have been logged off appears when you are in the Manager Screen that means that another Manager logged in with the same user login.

32 32 QUICK START In order to select a Campaign click on the Campaigns as shown above This will open the All Campaigns box on to the manager screen. Double click on the Campaign to open the individual Campaign statistics on the screen.

33 33 QUICK START The Campaign window can be seated to the right of the All Campaigns window. The Manager screen allows the movement of the window to a different location in the manager window. To change any settings in the Campaign click on the Edit option on the Statistics screen. If all the settings have been completed and the lists have been selected you can skip the settings part of this Quick Start guide.

34 34 QUICK START Select any of the Custom Fields that need to be assigned to this Campaign. Select any of the Dispositions that need to be assigned to this Campaign. Select any of the Groups that need to be assigned to this Campaign. Select any of the Lists that need to be assigned to this Campaign.

35 35 QUICK START Select any of the Do Not Call lists that need to be assigned to this Campaign. Check to make sure that you have sufficient lines assigned to this Campaign. To start the Campaign, select the Campaign and than click on the Start button on the bottom left of the All Campaigns window.

36 36 QUICK START The grey circle to the left of the Campaign will change from grey to green, showing that this is an active Campaign. To remove Campaigns that are not running click on the grey circle on the bottom left of the window. This will show only active Campaigns.

37 37 QUICK START To open the Agents window click on the Users as shown above. This will display all the available Agents on the system. To open the individual Agent window click on the individual Agent name.

38 38 QUICK START This will open the individual Agents window on the screen. The Agents are now ready to log on to the system. PLEASE GO THRU THE MANUAL TO GET ALL THE OPTIONS FEATURES AND FUNCTIONS THAT ARE AVAILABLE.+

39 39 CREATING A NEW CAMPAIGN Click on the New box as shown above, this will open the utility to build a new Campaign. This will open the utility shown below. Create New Campaign to build a new Campaign. Tooltips are located throughout the Campaign. These are in the process of being updated. Some of them may not yet be active. This will open the Create New Campaign window. In the Campaign Name window, type in the name of your new Campaign

40 40 CREATING A NEW CAMPAIGN If the Campaign Name is left blank the The Current Campaign Name field is required will display in red. This is currently set for Predictive. As additional campaign types are rolled out (Preview and Autodialing modes, for example) they will be selected here. The Campaign type is selected in the Edit settings tab of the Campaign. NEW FEATURE The Preview Mode is a new option that allows the Agent to preview the record and than determine if they want to make the call (Quick Connect) or skip the call and move on to the next record. The Campaign Live function is used if the Campaign needs to run even without leads loaded in. This would be used for Manual dial Campaigns, Inbound Campaigns or when live leads are loaded via the API s ** This option would also be used if you are running the campaign for Callbacks that were scheduled and you want them still to be called. Please note: There has to be lines assigned and Agents need to be logged into this Campaign. **API s. (Currently there is a Live Lead API for single records to be pushed to the database. This API allows for an Insert, Update and Delete functionality. An API for Export is now available with Version 6.5 of the software. Stored Procedures have been added as on option on Version 6.7. (Please call your Sales Rep with any questions). *** API s and Stored Procedure are optional features.

41 41 CREATING A NEW CAMPAIGN When the first screen is completed, please click on the Next tab as shown above to move to the next configuration screen. In this screen you can add custom fields that will be displayed on the Other Information tab on the Agent Screen. The order in which you select the Custom Fields will be the order that they show up on the Agent Custom Fields pop up window. Question marks are an allowable field in the Custom Fields data.

42 42 CREATING A NEW CAMPAIGN This is the tab that will open up the Custom Fields that were created in the Campaign. Type in the Field Name custom fields that you want to display on the Agent Other Information field. To add the new Field Name to the Campaign, click on the green plus circle as shown below. This will add the field to the Assigned Fields selected box as shown below.

43 43 CREATING A NEW CAMPAIGN These Custom fields can be unique to this Campaign, or can be selected when creating a different Campaign. At each window whenever you add or change an option in the Campaign it is imperative that you save the changes before moving on to the next window. Click on the Next tab to move to the next option in the Campaign creation.

44 44 CREATING A NEW CAMPAIGN The Dispositions screen is where you can create custom result fields for the Agent. These are the Dispositions that are available for the Agent to select for the result of the call.

45 45 CREATING A NEW CAMPAIGN Create a new disposition by typing in the description that you want to show up in the New Disposition box. Click on the green plus circle to add the disposition to the assigned disposition fields. The new disposition will be displayed on the Assigned Disposition field.

46 46 CREATING A NEW CAMPAIGN At each window whenever you add or change an option in the Campaign it is imperative that you save the changes before moving on to the next window. To set disposition redial, select the disposition that you want and double click on the field. Please note that the default dispositions will have a check box selected. These can not be changed and are used by the system. This will open up a box to configure Disposition Redial, Disposition Priority, Play message, Template, and Recording Template. The Redial must be checked in order to specify the redial time and attempts. The and Recording Templates are a licensed option.

47 47 CREATING A NEW CAMPAIGN The Redial time (Mins) is the time in minutes that the system will recall this disposition. The Redial Attempts is the total number of attempts at reaching this record after the allocated redial time has been reached. Please note that this is only applies for the current campaign. When the Campaign stops the Disposition Redial setting is reset. If you use the same campaign the next time the redial setting will be retained and will start again unless you change them. The Disposition Priority is a new feature that allows the Manager to set the order that the dispositions are displayed to the agents on the drop down window. This applies to Agent dispositions and not system dispositions. The Red icon is to remove the current selection from the disposition setting. The Message before Hang-up, is where a wave file can be selected to leave a message depending on the disposition that is selected. This would be used if the Agent needs to leave a custom message for an existing Customer. The dispositions that do not have a checked box in the Default column are the ones that the Agent would have on their screen to record the result. If you are leaving a message at the Campaign level for your Customer make sure that you are using the correct IVR script depending on the routing of the Answering Machines. You are responsible to verify that you are allowed to leave your Customer a pre recorded messages on their Answering Machines. Review the Compliance Terms and Conditions as required in order to Log on to the Manager.

48 48 CREATING A NEW CAMPAIGN This is where the template is selected for the disposition. Please refer to the settings page to add the template. The option uses the specific template that is assigned to the disposition. If you need to purchase templates please call your Sales Rep at In order to use this feature templates are required and are sold by license. A time needs to be scheduled with the Programming department to have the template configured. NEW When the drop down arrow is selected the templates that have been created in the settings in the Manager application will display. Select the template to be assigned to this disposition. To remove the Template click on the Red icon and this will remove the selection from the disposition.

49 49 CREATING A NEW CAMPAIGN This is where the Recording Template is selected for the disposition. Please refer to the settings page to add the template. The Recording Template option uses the template that is assigned to the disposition. If you need to purchase templates please call your Sales Rep at In order to use this feature, templates are required and are sold by license. A time needs to be scheduled with the Programming department to have the template configured. When the drop down arrow is selected the templates that have been created in the settings in the Manager application will display. Select the template to be assigned to this disposition. To remove the Template click on the Red icon and this will remove the selection from the disposition. PLEASE SEE HOW TO CREATE A NEW TEMPLATE

50 50 CREATING A NEW CAMPAIGN SpitFire Template Creating a template is easy! templates are created under customer settings. In General Settings, make sure the path to Attachment folder is set correctly. (and that the folder actually exists). This is where all attachment files (including images) are kept. Supported file formats for text attachments are.txt,.csv and.pdf. Image files can be.gif,.bmp,.jpg, or.png. There can only be one image file or one attachment associated with a single template.

51 51 CREATING A NEW CAMPAIGN SpitFire Template To edit an existing template, choose the template from the drop down and click the pencil icon to edit. Templates require Template Name, From, Subject and Body as mandatory fields. The template allows for one attachment and one picture which can be selected from the dropdown. The directory to store attachments can be found in C:\SPD Enterprise\ Attachment Body contains placeholders for system and custom fields, the values for which are replaced by data that comes from the dialing list. Below are the list of placeholders that can be used:

52 52 CREATING A NEW CAMPAIGN SpitFire Template SYSTEM PLACEHOLDERS: {NAME} {FIRSTNAME} {LASTNAME} {VOICEPHONE} {SECVOICEPHONE} {HOMEPHONE} {CELLPHONE} {FAXPHONE} {ADDRESS} {CITY} {COMPANY} {STATE} {ZIPCODE} {COUNTRY} { } {NOTES} {WEBSITE} CUSTOM PLACEHOLDERS: {XMLDATA-Name of Custom Field} Example: {XMLDATA-Make} {XMLDATA-Model} {XMLDATA-Year} OTHER PLACEHOLDERS: {DATETIME} This will give the date and time in this format only 2/4/2014 1:37:23 PM {AGENTNAME} Full name of agent {IMAGE} Company logo (or any picture) that has to be inserted in the template body. A good reference for HTML tags to be used in templates can be found at

53 53 CREATING A NEW CAMPAIGN The templates that have been created in the Settings when the drop down arrow is selected. will be displayed. When the template is created in the Setting of the Manager it will be viewable on the Disposition via the Template. Please note that this is a licensed option and needs to be purchased. Please see the Settings section of the manager in the manual. When the template is created in the Setting of the Manager it will be viewable on the Disposition via the Recording Template. Please note that this is a licensed option and needs to be purchased. Please see the Settings section of the manager in the manual.

54 54 CREATING A NEW CAMPAIGN The dispositions are categorized into Default dispositions, which are system results. These are results that are encountered by the system and filtered from the Agents. These results will have a check box selected. The dispositions that do not have a check box are the ones that the Agent would have on their screen to record the result. The Hit box is an option that can be checked by specific disposition. This will show up on the manager screen when the disposition is selected. When the dispositions are completed, click on the next tab to continue.

55 55 CREATING A NEW CAMPAIGN The next option is for assigning a group for this Campaign. An existing group can be selected or a new group can be created. In this example we will create a new group. Type in the name of the group that you want assigned to this campaign. To add this to the campaign click on the green plus circle as shown above.

56 56 CREATING A NEW CAMPAIGN This will insert the new group into the Assigned groups field. SKILL SET In order to prioritize certain more skilled Agent to receive the call first even if they have not been waiting the longest. The more skilled agent would need to be part of the higher assigned group. It is very important to save all changes, by clicking on the Save disk as shown above. When the new groups are saved, click on the next tab to continue.

57 57 INBOUND ROUTING THIS STEP CAN BE SKIPPED IF YOU ARE NOT TAKING INBOUND CALLS *NEW* PREVIEW MODE AND QUICK CONNECT SUPPORTS BLENDED CAMPAIGNS. PLEASE NOTE: THERE NEEDS TO BE DEDICATED CHANNELS ASSIGNED FOR INBOUND CALLS. THE ROUTING OF INBOUND CALLS IS VIA DNIS TO A CAMPAIGN, THE SAME DNIS CAN NOT BE ROUTED TO MULTIPLE CAMPAIGNS. The next option in creating a campaign is the Caller ID- DNIS tab. This is for the blended capability of the software. The campaigns can be set to allow inbound as well as outbound calls routed to the campaign. If the carrier or PBX can provide us the DNIS associated with the number, then calls can be routed inbound thru the software to a specific campaign. Dedicated channels are required to be assigned for Inbound. The Name is the field to type the description that you want to associate with this DNIS number. When a DNIS is assigned to a campaign, the same DNIS can not be assigned to multiple campaigns.

58 58 INBOUND ROUTING THIS STEP CAN BE SKIPPED IF YOU ARE NOT TAKING INBOUND CALLS To assign a DNIS to a campaign, type the specific DNIS number into the Number box as shown above. DNIS is an acronym for Dialed Number Identification Service. Click on the plus arrow to add the Name and Number to the Assigned Caller ID box. This will insert the DNIS number into the Assigned CallerID for the campaign.

59 59 INBOUND ROUTING THIS STEP CAN BE SKIPPED IF YOU ARE NOT TAKING INBOUND CALLS It is very important to save all changes, by clicking on the Save disk as shown above. The message will display on the bottom left of the campaign screen to display the status. When the DNIS is assigned, click on the next tab to continue to the list assignment tab.

60 60 CREATING A NEW CAMPAIGN This is where the list or lists are selected from the available lists to dial. Live Search for Lists allows the manager to search for a particular list among the library of lists that may be available.

61 61 CREATING A NEW CAMPAIGN The left side of the screen will display the Available Lists that can be selected for the Campaign. Select the list that you want to run on this campaign by clicking on the name of the list on the Available Lists side.

62 62 CREATING A NEW CAMPAIGN To move the list to the Assigned Lists side, click on the arrow as shown above. This will move the list into the Assigned Lists box of the Campaign. For each list that is selected, the software will pull 100 records at a time in the buffer. There are three options available in list dialing criteria. The one option is selecting multiple lists and pulling a certain amount of records from all the lists at the same time. The second option is list stacking whereby a list priority is selected of (1-10). The third option is to stop pulling data when the hit counter reaches the preset number. The manager from the manager console can control which option is used.

63 63 CREATING A NEW CAMPAIGN The List Priority checkbox needs to be selected for using the list priority or stackable list feature. There are two ways to open to the settings screen of the list. The one is by clicking on the blue gear and the other is by double clicking on the list name.

64 64 CREATING A NEW CAMPAIGN Option One Pulling data from multiple lists at the same time. The Buffer Size is the amount of records that are being pulled from each list every time the system pulls new records. Each list would have the amount that you want pulled for dialing. The Max Hit Count would be grayed out as this option would not be in use. The List Priority would be 1 for all lists if you want the data to be pulled simultaneously from all lists. To change the number of records being pulled from each list, double click on the list name and it will open up the buffer selection of the list.

65 65 CREATING A NEW CAMPAIGN Option Two List Stacking with Priority The List Priority allows the Manager to put a level of importance to the order in which the list needs to be dialed. This is on a scale of 1 thru 10. (1 is the highest priority and 10 is the lowest priority). The data will not be pulled from the next list until all data is completed in the Higher priority list. It is very important to save all changes, by clicking on the Save disk as shown above.

66 66 CREATING A NEW CAMPAIGN Option Three List Stacking with Priority and Max Hit Count The List Max Hit checkbox needs to be selected in order to use this feature. The Max Hit Count number is the amount of dispositions that need to be set in this list and when that is achieved stop pulling data from this list. This option can be used in conjunction with the buffer size and the list priority option. It is recommended that if you do not use the Max Hit Count option than the option should not be checked. Once this section has been saved, click on the next tab to continue.

67 67 CREATING A NEW CAMPAIGN In this window, you can select a DNC file that you want to have this campaign scrub against. Select the DNC List from the Available DNC Lists on the left side of the window.

68 68 CREATING A NEW CAMPAIGN Click on the highlighted blue arrow. This will move the selected DNC list to the Assigned DNC Lists box. It is very important to save all changes, by clicking on the Save disk as shown above. Once this section has been saved, click on the next tab to continue.

69 69 CREATING A NEW CAMPAIGN NEW SETTINGS NEW SETTINGS NEW SETTINGS NEW SETTINGS The next tab is the settings tab for the campaign. The entire configuration of the settings for the individual campaign is configured here. The General tab is the first section to configure. This option is selected if you have more than one phone number per client and you want to have the dialer utilize the alternate dialing function. This will dial the Primary number first and than if that is a no contact it will go to the second, third and fourth number loaded in the list. This does not apply to Quick Connect or Preview dial modes.

70 70 CREATING A NEW CAMPAIGN The Alternate Number Dialing option is used if you have more than one number per record. This option will dial the alternate numbers if the primary number is a no contact. When using the Alternate Number Dialing option the number type in the History filter option with display the number that was dialed. This option is used for the Time Zone Check The Time Zone Manager allows the campaign to have different call times depending on the time zone. The Time Zone Manager looks at the area code to determine what Time Zone the phone number is assigned to This is the tab where the Time Zones are selected. To add additional area codes to the Time Zone Manager please see the Setting on the Manager Screen This option is used to set certain times when agents may log in.

71 71 CREATING A NEW CAMPAIGN This is the tab where the Failsafe times are selected When using predictive dialing mode, this option is checked to enable the Throttle Manager. With this option set, the dialer watches the drop rate and it increases or decreases the number of available lines dialing depending on the number of agents that are waiting for calls. As long as there are agents waiting for calls and the drop calls are in line with the drop rate specified the system will automatically increase the lines. But if all the agents are talking the system will stop dialing, and wait for an available agent before it continues to dial. This mode will be automatically disabled when using the Quick Connect Mode or Preview Mode. The Drop % is the box where you set the drop rate. ** Please review the FTC (www.ftc.gov) requirements for this setting. Clicking on the Tooltip will display the Abandonment Rate Warning The above Warning will display when you click on the Tooltip located by the Drop % box. The Dial Ratio is the box where you set the dial ratio. The dial ratio will adjust during the campaign if the Drop Rate Control is enabled. ** Please review the FTC (www.ftc.gov) requirements for this setting.

72 72 CREATING A NEW CAMPAIGN QUICK CONNECT The Quick Connect box must be checked to enable Quick Connect mode. In order for this mode to take effect the services need to be restarted. This applies only to this mode. Quick Connect mode provides a preview of the record to the Agent as it is making the call. The Agent is on the line and can hear the call progress as it is happening. This is a one to one dial ratio and in this mode there is no detection involved. The Agent is on every call. As soon as the Agent selects a disposition it is immediately dialing the next record. NEW SETTING ADDED The QuickConnect mode is checked when running the Campaign in Quick Connect. When this mode is checked it will change two other settings in the Campaign. The Campaign Algorithm will be changed to a Fixed Rate Algorithm running the Campaign in Quick Connect. The Dial Ratio will be fixed at a 1:1 dial ratio and grayed out.

73 73 CREATING A NEW CAMPAIGN The Local Nocall List is the DNC list that is selected for a campaign to add the no calls that are added by the agent from the agent screen. This can be campaign specific. In addition to the No call Lists selected in the Campaign. This could be a campaign specific list. The Outbound CallerID is the phone number that will be displayed on the outbound call. Please note that the carrier needs to allow the number to be displayed. This is generally configurable on a PRI or SIP circuit. Analog or flat T1 s are not configurable and the CallerID is set on the carrier side. (When tied in to a PBX the CallerID is managed by the phone system and not the Predictive Software). The Private to Public Callback option allows the manager to override the private callback. If the agent that set the callback is not available, this will send the private callback to any available agent logged into the same Campaign. This is a new Feature that allows the Agent to preview the Callback ahead of time and either make the call (Quick Connect Mode) or postpone the callback for later. Please see the feature demonstrated in the Agent section of this manual. The Override Callback Disposition option allows for selecting a secondary disposition for the callback option. This means that after the agent has clicked on the Call Back disposition on the agent screen they will be able to select a secondary disposition from the drop down arrow for the Disposition that will be assigned to the same record. This feature should not be used unless the Agent and the Manager understands the process. The Override NoCall Disposition option allows for selecting a secondary disposition for the NoCall option on the agent screen. This means that after the agent has clicked on the No Call disposition on the agent screen they will be able to select a secondary disposition from the drop down arrow for the Disposition that will be assigned to the same record. This feature should not be used unless the Agent and the Manager understands the process

74 74 CREATING A NEW CAMPAIGN The Override NoCall Disposition option allows for selecting a secondary disposition for the NoCall option on the agent screen. This means that after the agent has clicked on the No Call disposition on the agent screen they will be able to select a secondary disposition from the drop down arrow for the Disposition that will be assigned to the same record. This feature should not be used unless the Agent and the Manager understands the process The Allow Voice Phone editing option allows the agent the ability to change the voice number on the agent screen. If this option is not selected, they will not be able to edit this field. They can edit other information on the Agent screen except for the phone number field. This setting automatically opens the Other Information questionnaire on to the screen for the Agent. One number or multiple numbers can be inserted, but each number must be separated by a comma. If there is only one number in this field that number will be dialed when the agent selects the transfer option from the agent screen. If there are multiple transfer numbers inserted, the agent will be able to select the number to be dialed. If no number is entered the Agent would be able to type in the number to dial. A description can now be added to the phone number. This needs to be in the format of first phone number than dash followed by the description and than a comma if there are multiple numbers. Click on the When this option is checked it allows is checked the ANI of the Customer can be transferred to the transferred party. With this option, the IVR Script is selected for the campaign. The default will be Predictive. There will be an option to select a script that filters answering machines, and for business to business campaigns there will be an IVR to allow AM to pass through. There will also be an Inbound IVR script for inbound routing.

75 75 CREATING A NEW CAMPAIGN Please consult with a Technician on any questions regarding the flow of the IVR. New Inbound-Voic IVR script added to the Campaign. This allows for a message to be left by the caller when the campaign is running but no Agents are logged in. (After hours message). The IVR Script is created in XML.

76 76 CREATING A NEW CAMPAIGN THESE ARE TO DESCRIBE THE FLOW OF THE CALLS DEPENDING ON THE SCRIPT. PLEASE DON T CHANGE THE IVR SCRIPT UNLESS YOU UNDERSTAND HOW IT AFFECTS THE CALL FLOW. PLEASE CONSULT A TECHNICIAN WITH ANY QUESTIONS. IVR Script Diagrams Predictive Transfer Outbound Calls to agents when system detects a live person or human CallType/Answer Connected GetAgent Found Route Answering machine Dial Result Operator_Intercept Not Found Dial Busy No Answer HangUp Fax_Tone Error Blended Transfer all Inbound and Outbound Calls to agents when system detects a live person or human. Inbound CallType/Answer GetAgent2 Not found Found Outbound Connected GetAgent1 Found Route Dial Result Answering machine Not Found Operator_Intercept Dial Busy HangUp No_Answer Fax_Tone Error

77 77 CREATING A NEW CAMPAIGN Predictive-LVM1 Transfer Outbound Calls to agents when system detects a live person or human and leave voic when it is Answering Machine CallType/Answer Found Connected GetAgent Record Play Route Dial Result Answering machine Not Found Dial (Leave AMMessage = true) L Operator_Intercept Busy No_Answer Fax_Tone HangUp Error Predictive-Preamble Play a message to live person or human and then transfer the call to the agent CallType/Answer Connected Play GetAgent Found Route Dial Result Answering machine Operator_Intercept Not Found Dial Busy No_Answer HangUp Fax_Tone Error ** Press 2 option has been added to the IVR for being able to provide an Opt out function. This option can be added to any of the IVR scripts. (Version 5.5 or later)

78 78 CREATING A NEW CAMPAIGN Predictive-Preamble-GetDigit Play a message to live person or human and wait for touch tone in order to transfer to a live agent. False CallType/Answer Connected Play GetDigit If/Else Answering machine GetAgent Found Route Dial Result Operator_Intercept Not Found Dial Busy No_Answer HangUp Fax_Tone Error Blended-Voic Outbound calls transferred to agent on when system detects a live person or human, Inbound: allows customer to leave a message CallType/Answer Not found Start GetAgent2 Play Dial GetDigit GetAgent1 Found Route Found If/Else True Play Not Found counter=3 False HangUp Stop Record PLEASE DO NOT CHANGE ANY OF THESE SETTINGS. THIS WILL AFFECT THE CAMPAIGN. PLEASE CONTACT A SPITFIRE SUPPORT TECHNICIAN FOR ANY CHANGES.

79 79 CREATING A NEW CAMPAIGN Predictive-Dropped Message Outbound calls that are made and do not have a live Agent to transfer a call to will route to a predefined wave file prior to hanging up. The result will be marked as a dropped call. Not CallType/Answer Found Connected GetAgent Found Route Dial (Leave AMMessage = false) Dial Result Answering machine Operator_Intercept Busy No_Answer Not Found Play HangUp L Fax_Tone Error Inbound Voic The IVR Script is for after hours when there are no Agents logged in. The call is transferred to a Record prompt. The caller can leave a message and the disposition will be marked as an Answering Machine. The wave file can be retrieved from the Recordings folder. CallType/Answer Inbound Play Record HangUp

80 80 CREATING A NEW CAMPAIGN This is where a script can be typed in for this campaign. To create a new script, simply click on the plus icon. In the Script Data box you can type information that you would like to display when the agent has the live call transferred. Each campaign can have its own script. Please note that this is a flat file. If you want to use hyperlinks for rebuttals then you need to create the script in MS Word and load it in IIS as a web page. Please ask your tech support personnel for assistance in setting this up.

81 81 CREATING A NEW CAMPAIGN After you have created the script, the name of the script needs to be typed. It is important to save the script on the Save tab as shown. message will be displayed. When the script is saved a Successfully updated HTML Script The pencil is to open and review an existing script. To delete a script that is already created click on the red X. This will Permanently delete the script. The SQL Statement is used to insert an SQL Statement that will override the standard query of the list that is running. This can be done while the campaign is running.

82 82 CREATING A NEW CAMPAIGN List Max Stop This is a new option that allows the Campaign to stop pulling leads from a list once it has met the criteria of number of records dispositioned as a Hit. Please review with a technician to understand how this feature works. When the Campaign is stopped if this number is 0 than all lines will be cleared. If you want to give the agents time prior to clearing the lines, than you would enter how much additional time to allow Agents when the Campaign is stopped. Example (600) The Channels tab is used to select how many of the available channels on the system need to be assigned to this campaign.

83 83 CREATING A NEW CAMPAIGN PLEASE NOTE THAT THE TERM CHANNELS MEANS LINES ON THE SYSTEM This is where you select the Outbound, Manual, Transfer and Conference Resources of the Campaign. The number in the box is the number that is being selected for this campaign. The number shown after the slash is the total available to use for this campaign, and reflects the licensing of the system. Please note that the Manual lines and the Transfer lines need to be configured in the configuration file. Channels are locked when the Campaign is active and can not be changed until the Campaign is stopped. This is a new feature added on Version 6.3 of the Software. These lines will take away from the regular outbound channels. If they have already been configured than you don t have to do anything and you will see them as available channels. 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.

84 84 CREATING A NEW CAMPAIGN 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.

85 85 CREATING A NEW CAMPAIGN 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.

86 86 CREATING A NEW CAMPAIGN 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 3 rd 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.

87 87 CREATING A NEW CAMPAIGN 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 to set-up a time. Please note: This is an option and not standard with the software. Please contact your Sales Rep at

88 88 CREATING A NEW CAMPAIGN 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.

89 89 CREATING A NEW CAMPAIGN 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.

90 90 CREATING A NEW CAMPAIGN 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

91 91 CREATING A NEW CAMPAIGN 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.

92 92 CREATING A NEW CAMPAIGN 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.

93 93 CREATING A NEW CAMPAIGN TIME ZONE MANAGER 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.

94 94 CREATING A NEW CAMPAIGN FAILSAFE 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.

95 95 OPEN AN EXISTING CAMPAIGN The new campaign can now be able to be viewed on the Manager screen. Click on the Campaigns box as shown above. NEW COLUMNS ADDED The new campaign that has been created will now be displayed in the All Campaigns window. The available Outbound Channels assigned to the Campaign and the last Start Time of the Campaign. The Campaign can be Started, Paused and Stopped from the All Campaigns screen.

96 96 OPEN AN EXISTING CAMPAIGN The Outbound Channels and the Last Time the Campaign Started will be displayed. When the campaign is running the status will change from Stopped to Executing and the grey circle will change from grey to Green. When the Campaign is Paused the Green circle will change to Orange. When the Campaign is Stopped the circle will display Grey. The Green, Orange and Grey circles provide the Manager the ability to view or hide Campaigns depending on their status.

97 97 OPEN AN EXISTING CAMPAIGN To view the campaign statistics, double click on the campaign in the All Campaigns window. This will open up the specified Campaign window. Select the bottom right side of the box to move and or resize.

98 98 CAMPAIGN STATISTICS WINDOW The main campaign screen provides access to statistics, lists, callbacks, history, editing, reworking and cloning of the campaign. This will also show the dial ratio and current drop rate of the campaign. The Statistic option provides live information as the Campaign is running.

99 99 CAMPAIGN STATISTICS WINDOW This is the breakdown of statistics that are displayed on the campaign window. The first column in the Campaign statistics window is the General information. This provides all the above live call information. The second column will display the live system and agent dispositions. The third column is the time statistics of the campaign.

100 100 CAMPAIGN STATISTICS WINDOW The Lists tab gives in depth information of all the lists that are in the Campaign. The Lists that have been assigned for this Campaign will be displayed. These are the lists that have been selected from all the lists in the system for this particular campaign. The one that is selected will be highlighted in blue.

101 101 CAMPAIGN STATISTICS WINDOW Selecting the individual list in the Lists section will display the lists statistics. This gives the manager the ability to compare the performance of the different lists. This is allows the manager to proactively change the pull of data depending on the lists performance. This will provide the general, disposition and time statistics for the individual list.

102 102 CALLBACK MANAGER The Callbacks can be accessed directly on the Manager screen under Campaigns. Callbacks can also be accessed on the individual campaign. When the callback manager icon is selected the Callback Manager screen will be opened. This is where the managing of the Callbacks is done.

103 103 CALLBACK MANAGER This Red X icon allows the manager to delete the callback. Mass Callback delete has been added on Version 3.5 available. The Reassign icon allows the manager to reassign a callback to a specific agent or first The Reschedule icon allows the manager to reschedule a broken or existing callback. The Search icon allows the manager to search for an existing callback. Broken. The Show All icon will retrieve all Callbacks that include Fresh, Dialed and The Export icon will allow the Export of the search to a csv text file.

104 104 CALLBACK MANAGER In order to Reschedule individual or multiple records the Search option needs to be selected as shown above. The Callback Filter Screen will be displayed.

105 105 CALLBACK MANAGER Select the Callback since (Days) for the start date of the search. The next criteria to filter, is a specific campaign or all campaigns.

106 106 CALLBACK MANAGER The List Name field allows the manager to search by specific List name that was dialed on a specific Campaign. NEW The Campaigns, Lists, Agent Names are now sorted alphabetically. The Client Name field allows the manager to search by specific client name.

107 107 CALLBACK MANAGER The Voice phone field allows the manager to search by specific phone number. The Agent Name field allows the manager to choose by specific or all Agents.

108 108 CALLBACK MANAGER The Callbacks Status is where the manager can choose All callbacks that pertain to the selected search. The Fresh option is where the manager can choose Callbacks that have not yet Dialed.

109 109 CALLBACK MANAGER Using the Dialed option, the manager can choose Callbacks that have been called. The Broken option allows the manager to choose Callbacks that have been Broken. There is a Reason Code option that allows the filtering of the Broken Callbacks.

110 110 CALLBACK MANAGER The All option is used for the manager to choose both Private and Public Callbacks The Private option lets the manager can choose Private Callbacks only. The Public option is where the manager can chooses Public Callbacks only.

111 111 CALLBACK MANAGER To retrieve the Callback Filters that have just been set, click on the OK tab as shown. The Filtered results will than be available to be viewed by the Manager.

112 112 CALLBACK MANAGER The manager can reassign the Callback to a different Agent by clicking on the Reassign icon. Then the manager can select which Agent he/she wants to reassign the Callback to. The Manager can reassign a Callback Public. This callback would go to any available Agent logged into the Campaign. The Manager can reassign a Callback to a specific Agent.

113 113 CALLBACK MANAGER The Manager will get a Warning message to make sure that this is correct. The Callback Manager will now show the Agent that has been reassigned for these callbacks.

114 114 CALLBACK MANAGER NEW FEATURE To delete existing Callbacks from the current look-up click on the Delete red X. This will delete all Callbacks that have been retrieved in the look-up. If you only want to delete a single callback, than only that callback needs to be retrieved prior to deleting. When the Callbacks have been selected the next step is to click on the Delete icon. A Warning Message will appear to make sure that you confirm that these Callbacks are to be deleted.

115 115 CALLBACK MANAGER The Callbacks will no longer show in the Callback Manager. If a scheduled callback needs to be Rescheduled for a different date or time, click on the Reschedule icon as shown above. The Reschedule All Callbacks screen will appear.

116 116 CALLBACK MANAGER The first step is to select the Reschedule Date. The original time can be left or a new time can be scheduled

117 117 CALLBACK MANAGER The Callback can be kept for the same Agent that set the Callback or Reassigned to Public. If no change in time is required the Keep Callback Time should be checked The OK needs to be selected to Reschedule the Callbacks.

118 118 CALLBACK MANAGER The Warning Message will appear at any time that changes to the Callbacks are requested. The main Callback Manager Screen will display reflecting the changes. The Show All option will bring all the Callbacks to the screen.

119 119 CALLBACK MANAGER The Callback Manager will be displayed. To exit out of the Callback Manager click on the X as shown above. PLEASE NOTE: CALLBACKS ARE ONLY GENERATED FROM THE CAMPAIGN THAT IT WAS SCHEDULED BY THE AGENT. IT IS NOT LIST DEPENDANT BUT CAMPAIGN DEPENDANT. IF YOU WANT TO RECEIVE A CALLBACK AND ARE RUNNING A DIFFERENT CAMPAIGN, THE AGENT HAS TO LOG IN TO THE CAMPAIGN THAT THE ORIGINAL CALLBACK WAS SCHEDULED IN AS WELL. THE CAMPAIGN NEEDS TO BE SET A IS LIVE NO LIST MUST BE SELECTED AND THERE HAS TO BE AVAILABLE LINES ASSIGNED TO THE CALLBACK CAMPAIGN. THE CALLBACK WILL BE DIALED FROM THE CALLBACK CAMPAIGN. Dial Status Pending Fetched OnCall Dialed Broken Here is a description of the Dial Status and what they refer to. This is a Callback that has not dialed and is pending state. These are records that have been fetched to dial. Agent is currently on a call. The record will be dialed as soon as the agent results the call. The call has been made The call was made but did not get a live connection and or the Agent was not available.

120 120 CALLBACK MANAGER NEW FEATURE NEW FEATURE NEW FEATURE NEW FEATURE NEW FEATURE To Export the current lookup select the icon as shown above. Select the location that the file needs to be exported to and type the file name that you want to save the list as. Select the Save button to complete the export.

121 121 HISTORY Selecting the History icon on the campaign window will open up the search function to retrieve records that have been dialed. When the History icon is selected, the blank Campaign History Screen will appear on the screen.

122 122 HISTORY Click on the Search icon as shown above to launch the filter option. The Search function allows for the lookup of specific information, as well as, being able to look up specific records to play the Recordings if you have this option. The filter gives an abundant array of options. A single choice per criteria can be selected or a combination. If no specific list, disposition, user is selected than the filter will retrieve all within the specified date range.

123 123 HISTORY FILTER There is a new field in the Campaign History called CallType. This will display the status of the call if it was a Live call, Inbound, Outbound or Manual. The CallType will be part of the file that you can export from the History.

124 124 HISTORY FILTER The Campaign is the first option to select for the filter. Clicking on the drop down arrow will allow the manager to select a different campaign. The Start Date would be the beginning date for the filter.

125 125 HISTORY FILTER The End Date is the last date to pull the requested information. The next option is the Lists tab. All lists or a specific list can be selected.

126 126 HISTORY FILTER Select a single list or click on multiple lists for the filter. The Dispositions tab allows the selection of an individual or multiple results.

127 127 HISTORY FILTER The Users tab allows the selection of an individual agent or multiple agents for the filter. When all the criteria are set, click on the Submit button to retrieve the filter.

128 128 HISTORY FILTER The Customer Info tab allows History to be retrieved by Phone, First Name, Last Name and Company Name The search can be done using any one of the phone numbers that were dialed. NEW FEATURE Company has been added to the Customer Info as a search option.

129 129 HISTORY EXPORT The filtered data will then be presented on the Campaign History screen. The Call Type has been added to display if this was an Inbound or Outbound call. This data can then be exported out by clicking on the Export icon.

130 130 HISTORY EXPORT There are various options for the History export. One is exporting the current search to a New List. The second is exporting the current search to an Existing List. The third is exporting the current search to a New DNC list. The fourth is exporting the current search to an Existing DNC list. The fourth is exporting the current search to a CSV file. To create a new list, select the first option and type in the name of the list that you want to create The next step is to click on the Export tab to initiate the export process.

131 131 HISTORY EXPORT The status window will display the History Exported Started Once the export is completed the window will display with a successful export. The new list that was just created is now available. The list can be found in the list section of your manager.

132 132 HISTORY EXPORT To export to an existing list, select from the drop down arrow which list to append to. The next step is to click on the Export tab to initiate the export process. The status window will display the History Exported Started Once the export is completed the window will display with a successful export.

133 133 HISTORY EXPORT In the section for creating a New DNC List type in the name of the new DNC list. The next step is to click on the Export tab to initiate the export process. The status window will display the History Exported Started

134 134 HISTORY EXPORT Once the export is completed the window will display with a successful export. NEW FEATURE To export the data to an Existing DNC list, select from the drop down arrow of available lists. Click on the Export tab to start the process.

135 135 HISTORY EXPORT The status window will display the History Exported Started The fifth option is to export the data to a CSV text file. Select the Text File option as shown above. The name of the export file can be typed in and than saved as a.csv file.

136 136 HISTORY EXPORT When the file name has been typed the next step is to click on the Save box to initiate the export to a text file. The window above will appear when the data is successfully exported. The CollectOne is a custom export option for the CollectOne CRM. Click on the X to exit out of the History screen and return to the Campaign window.

137 137 HISTORY EDIT DISPOSITIONS To change a disposition that was already selected by an Agent. Click on the Edit icon in the Campaign History setting. This will open up a Select Disposition window. The disposition that should have been resulted can be selected from the drop down window.

138 138 HISTORY EDIT DISPOSITIONS To update the record click on the Submit button and than the new disposition will be reflected. The Disposition on the Agent statistics will also display the updated result if the campaign is still active.

139 139 EDIT CAMPAIGN SETTINGS The Edit option will open up the configuration screen of the Campaign. The configuration settings of the Campaign will display.

140 140 REWORK The Rework option can be accessed directly from the Campaign screen. Click on the Rework icon to select the items to be reworked. The List Reworking screen will appear. The manager can select an individual or multiple lists to rework.

141 141 REWORK To select all lists that has been assigned to this campaign. Click on the Check all Lists box as shown above. To select specific lists that has been assigned to this campaign. Click on the individual lists that you want to rework. Click on the Next icon to move to the Select Dispositions section.

142 142 REWORK In this screen, the Manager can select Check all Dispositions or selected dispositions to rework. Checking the Check all Dispositions box will rework all the Dispositions that are selected in the box.

143 143 REWORK Checking the individual Dispositions will rework only the Dispositions that are selected. Click on the Next icon to proceed to the Rework Preview screen. The Record Counts for each Disposition will be displayed prior to the rework. This gives the manager the ability to go back and change the selection after reviewing the total counts.

144 144 REWORK To proceed with the Rework click on the Rework arrow as shown above. This will provide the summary of records reworked. When the Rework is completed click on the Done icon as displayed.

145 145 CLONE The Clone option enables the manager to create a duplicate campaign with all the same settings of a particular campaign. The first step is to select the campaign that you want to duplicate.

146 146 CLONE When the drop down arrow is selected all the campaigns that have been created will display. Select which campaign that needs to be cloned. The next step is to click on the Submit button and than the campaign will be generated.

147 147 System Disposition Result and Error Codes Answering Machine- Answering machine/voic was detected. Fax- Fax tone detected. Busy- System detects a standard busy. No Answer- The call was not answered according to the number of rings defined in IVR script. Operator Intercept- Carrier sends error tone and message that the call did not go through. Examples: This number is no longer in service or I m sorry all circuits are busy. Error- Call failed to dial. It can be caused by a corrupt/dropped channel or the following reason codes: validiationcheckfailed: If the telephone number does not have valid number of digits. AreacodeCheckFailed: for Manual dialing only. The agent enters an incorrect number of digits for the telephone number. Drop- The call is dropped/disconnected because there were no available agents. Skip- The number was skipped (not dialed). Reason codes: AgentOffine : The Agent was not logged in at the time a callback was going to take place. NoCampaignList: The list was removed from the campaign while it was running. The records were already fetched from the list and therefore skipped. TimeZoneSkip: The telephone number was outside the time zone defined in campaign settings. NoDefaultTimeZone: Default Time Zone is missing in campaign settings. HitCounterReached: Max Hit Counter value has been reached; therefore any fetched records will be skipped. AreaCodeCheckFailed: If number fails meet the requirements in the long distance settings or target area code or no dial area code Callback- Dialer completed a scheduled callback. No Call- The telephone number was not dialed because it was found in a nocalls list. Forced Hang-up: The Agent is logged off by the Manager or no disposition was marked by an agent. Connected- Autodialer code for a successfully connected call. Agent Skipped- In preview dialer mode the agent selects Skip.

148 148 ALLOWED & NOT ALLOWED CHARACTERS LIST OF SPECIAL CHARACTERS THAT ARE ALLOWED Campaign Name Custom Field Disposition / Group Names List Names Values for Custom fields A-Za-z0-9 A-Za-z0-9 a-za-z0-9._/- A-Z a-z 0-9.,_-*+/$?!:#% LIST OF SPECIAL CHARACTERS THAT ARE NOT ALLOWED Campaign Name Custom Field Disposition / Group Names List Names Values for Custom fields \{}[]":;'?/<>,. \{}[]":;'?/<>,. \{}[]":;'?<>, \{}[]";'<> NEW LIST OF SPECIAL CHARACTERS THAT ARE ALLOWED Agent Login using Dynamic Extension In Dynamic Extension

149 149 RECORDING THE RECORDING IS A LICENSED OPTION THAT NEEDS TO BE PURCHASED To retrieve the recordings click on the History icon. The search for a particular Recording can be done from any of the available search criteria from the filter screen.

150 150 RECORDING THE RECORDING IS A LICENSED OPTION THAT NEEDS TO BE PURCHASED The Campaign is where the specific campaign for the search is selected. The Start Date for the beginning of the search needs to be selected.

151 151 RECORDING THE RECORDING IS A LICENSED OPTION THAT NEEDS TO BE PURCHASED The End Date for the end of the search needs to be selected. Once the date is selected than the specific criteria can be selected.

152 152 RECORDING THE RECORDING IS A LICENSED OPTION THAT NEEDS TO BE PURCHASED The Lists tab is where a specific list can be selected by highlighting the list. Multiple lists can be selected by clicking on the lists. The lists that are selected will be highlighted in blue. If no lists are highlighted than all the lists will be part of the search.

153 153 RECORDING THE RECORDING IS A LICENSED OPTION THAT NEEDS TO BE PURCHASED The Dispositions tab is where a specific Disposition can be selected by highlighting the field. Multiple Dispositions can be selected by clicking on each. The Dispositions that are selected will be highlighted in blue. If no Dispositions are highlighted than all the Dispositions will be part of the search.

154 154 RECORDING THE RECORDING IS A LICENSED OPTION THAT NEEDS TO BE PURCHASED The Users tab is where specific Agents can be selected by highlighting the field. Multiple Agents can be selected by clicking on each. The agents that are selected will be highlighted in blue. If no agents are highlighted than all the agents will be part of the search.

155 155 RECORDING THE RECORDING IS A LICENSED OPTION THAT NEEDS TO BE PURCHASED Recordings can be retrieved by any one of the Phone numbers that were dialed on the campaign. The recordings can be searched by First and or Last Name.

156 156 RECORDING THE RECORDING IS A LICENSED OPTION THAT NEEDS TO BE PURCHASED The Company field has now been added as a search option. The Has Recordings box is the check box for pulling the recordings. The Has Recordings with a dash will retrieve records with and without recordings.

157 157 RECORDING THE RECORDING IS A LICENSED OPTION THAT NEEDS TO BE PURCHASED When the box is checked the filter will only pull the records with recordings. The next step is to select the record that you want to listen to

158 158 RECORDING THE RECORDING IS A LICENSED OPTION THAT NEEDS TO BE PURCHASED Click on the Play button to start the recording. This will play on the local soundcard of the system. The scroll bar is used to move to a different segment of the recording.

159 159 RECORDING THE RECORDING IS A LICENSED OPTION THAT NEEDS TO BE PURCHASED Click on the Pause button to pause the recording or click on the Stop icon to stop the playing of the recording. The recordings are located in C:\SPD Enterprise\Recordings on the dialer. The folders are broken up by day. Within the folder the recordings are broken up by Campaign number.

160 160 MONITORING AND WHISPER COACHING THE MONITORING FEATURE IS A LICENSED OPTION THAT NEEDS TO BE PURCHASED. THIS FEATURE ALSO REQUIRES CONFERENCE RESOURCES. Steps for monitoring and coaching an agent: Select the Agent to Monitor and or Coach. To Monitor the Agent click on the right corner of the All Users screen. icon on the bottom The Dial Supervisor box will appear on the screen. Enter the phone number where the Supervisor can monitor the call. Click on the Dial button to initiate the call. If your phone lines are behind a PBX than you would need to enter the prefix or extension of the call is to be monitored on the PBX.

161 161 MONITORING AND WHISPER COACHING THE MONITORING FEATURE IS A LICENSED OPTION THAT NEEDS TO BE PURCHASED. THIS FEATURE ALSO REQUIRES CONFERENCE RESOURCES. The system will dial the number specified and the Supervisor can listen to the Agent and Customer. The Supervisor can continue to monitor the same Agent and will stay connected for the next call. The Supervisor can select a different Agent to monitor by highlighting the Agent in the All Users box. For Coaching the Agent, click on the icon on the bottom right of the All Users box. The rest of the process is the same as monitoring. During the coaching phase the Agent is on the audio path of the Agent only. The supervisor can also transition from monitoring an Agent to coaching an Agent. To stop the monitoring/coaching function, click on the respective button again and disconnect the supervisor phone separately.

162 162 CNI SCRUBBING OPTION** **THE TERMS AND CONDITIONS NEED TO BE ACCEPTED AND AGREED TO IN THE CUSTOMER SETTINGS PAGE IN ORDER TO USE THE CNI OPTION If the check box for CNI is selected in the Campaign and the CNI settings have not been configured and tested the campaign will stop and all the results will display as CNIInvalid on the reason code. When the correct Username and Password is entered it is than written into the database. If a manager changes it the correct Username and Password the correct one will still be maintained in the database. THERE ARE CERTAIN SETTINGS THAT NEED TO BE CONFIGURED ON THE MANAGER FOR CNI The CNI Account box is the fourth settings option on the Customer Settings Page.

163 163 CNI SCRUBBING OPTION** CUSTOMER SETTINGS PAGE This is where the Username and Password is entered for the CNI 3 rd party option**. In order to use and test the connection for the CNI option the above conditions need to be agreed to and the check box needs to be checked.

164 164 CNI SCRUBBING OPTION** The Submit button than needs to be selected. The CNI Connection Successful will display with a successful configuration. The Failed to connect to the CNI Service will display when the username and password are blank. The Failed to connect to the CNI Service, Check username and password Error: Unauthorized will display if the username and or password is incorrect. THERE ARE CERTAIN SETTINGS THAT NEED TO BE CONFIGURED ON THE CAMPAIGN FOR CNI When the CNI is selected in the Campaign settings and the CNI has not been set-up and tested and therefore is not active the Campaign will stop and all the records will be marked as CNIInvalid.

165 165 CNI SCRUBBING OPTION** If the Campaign is started with the CNI setting checked and the CNI has not been setup in the Manager application and tested, than the Campaign will stop and all records will provide a reason code of CNIInvalid. If the Campaign is started with the CNI setting checked and the CNI has an incorrect Username and or Password, than the Campaign will stop and the result will be a CNIUnathorized. The All Campaign Screen will display CNI Account unauthorized when an incorrect username and or password is used. The Status of the Campaign will display Stopped. This will apply in the case of invalid and or unauthorized.

166 166 CNI-Cell Number Identification Scrubbing ENTERPRISE SYSTEM CNI RESULT CODES CNI cell phone scrubbing feature must be active in a campaign settings for the below reason codes. This service is provided by Voxtelesys. CNI Cellular- Verified cell number CNI Landline- Verified landline number CNI Pager- Verified pager number CNI Unknown- Number unknown (not able to verify if it is a cell phone or landline) CNI Invalid- Not a 10 digit phone number CNI Unauthorized- Account connection error due to incorrect user name, password or IP CNI Error- Unable to connect to service (internet connection lost or not connected) Cell Phone Identification CNI Scrubbing is a service offered by a third party provider. SpitFire Enterprise products open a connection to CNI service provider for your convenience, however OPC Marketing, Inc and SpitFire Software, LLC are not responsible for the accuracy of the data supplied by the CNI provider(s). The connection to the 3 rd party CNI service may have negative effect the speed of the SpitFire Enterprise products. OPC Marketing, Inc. SHALL HAVE NO LIABILITY WITH REGARDS TO (a) THE RELIABILITY OF CONNECTION TO THE SERVICE PROVIDER (b) ANY DATA CONTAINED OR NOT CONTAINED IN ANY DATABASE ASSOCIATED WITH THE SERVICES; OR (c) THE AVAILABILITY OR LACK OF AVAILABILITY OF ANY SUCH DATA, AND OPC Marketing, Inc & SpitFire Software, LLC. MAKE NO REPRESENTATIONS OR WARRANTIES, EXPRESS OR IMPLIED, AS TO THE COMPLETENESS OR ACCURACY OF SUCH DATA. CUSTOMER AGREES THAT IT SHALL BEAR ALL RISK OF LOSS OF QUERIES AND/OR RESPONSES, AS WELL AS ANY DELAY IN THE DELIVERY OR TRANSMISSION OF SUCH QUERIES AND/OR RESPONSES BY CNI VENDOR. FURTHERMORE, THE USE OF THE CNI SCRUBBING SERVICE DOES NOT WARRANT ANY COMPLIANCE REQUIRED OF THE FCC AND/OR TCPA TELEMARKETING REGULATIONS.

167 167 IMPORTING LISTS Click on the import box as shown above, this will open the utility to build a new List. The List Import wizard will appear. Click on the Browse box to select the data file to import. Using this option the data file needs to be on the computer that has the database installed.

168 168 If the data files are in a shared folder, simply click on the Choose an existing File that will show all the available files in the shared folder. Select the file that you want to import. The data files need to be copied in the (C:\SPD Enterprise\Lists) folder of the dialer. A shortcut can be created on the dialers desktop. The Data files can be in a.txt (ASCII Comma or Tab delimited) or.csv file.

169 169 Depending on the file that you are importing, click on the drop down arrow and select the Files of type from the window. The default is always a.txt extension. The next step is to click on the Open tab to select the data file to import. Click on the Start Upload to begin the file upload. When the file is uploaded the File is uploaded description will be displayed. The next step is to click on the Next button.

170 170 At this point, you select the mapping of the fields you want to import and display on the Agent screen. The next step is to map which fields you want to display on the agent application when the call is transferred. Simply select the field that you want to map by clicking on it. This will highlight the field on the left side.

171 171 The right side will display the number and description of the mapped file. When the corresponding fields are selected on the right side, the inserted fields will be displayed as above. If you incorrectly assign a wrong field, click on the red delete circle and it will be removed

172 172 NEW FEATURE This New Feature allows the CallerID number in the Data File to be mapped to a new field in the Import window called OutboundCallerID. It is important to verify that your Carrier will allow the unique display of the Caller ID per call. Please speak to a Technician with any Questions. To create and or select Custom fields to be imported, click on the Custom Fields tab as shown above.

173 173 The Custom Field box will allow the selection of an existing custom field or the creation of a new custom field. Click on the box to the left of the field to select the custom field.

174 174 When the selection is completed click on the Done tab to revert to the previous screen. A custom template can be created. This will allow the mapping to be preconfigured for different lists that are to be imported. In order to create a new template click on the Save as Template box. The name of the Template needs to be typed in the box. The campaign will display that the template has been successfully created. The newly created template will now be available in the drop down window of all templates available.

175 175 NEW FEATURE To delete an existing Template, select the Template from the drop down window, Click on the red X to the right of the Existing Templates tab. The Template will now be removed and will no longer appear from the drop down window of Templates.

176 176 When the mapping of the fields is complete the Next arrow needs to be selected. The next section of the import wizard will appear. The Eliminate Bad Numbers will check the valid length of the phone number. The next selection is the Eliminate Duplicate Numbers which checks for duplicate numbers in the current list.

177 177 Concatenate is for joining the First and Last Name in the list. This only applies if the first name and last name are separate in the data file that is being imported. This will allow the Agent to see the client s first and last name together. The next step is to select a DNC list that you want this new list to be scrubbed against. NEW FEATURE ADDED NEW FEATURE ADDED All the DNC lists that are available in the system will be displayed in this section. Checking on the Check all Lists will automatically select all the files that you have below to scrub against. If the Check all Lists is not selected than the individual lists can be selected to scrub against.

178 178 The next option is the List Scrub tab. NEW FEATURE ADDED NEW FEATURE ADDED All the lists that are available in the system will be displayed in this section. Checking on the Check all Lists will automatically select all the files that you have below to scrub against for duplicates. If the Check all Lists is not selected than the individual lists can be selected to scrub duplicates against. When the scrubbing selection has been completed click the Next arrow as shown.

179 179 The next step is to name the list of the file before the importing begins. Type the name description in the New List box. Please make sure that you do not use erroneous characters when naming your files. NEW FEATURE To append an existing list, click on the Existing List drop down arrow and this will display the existing lists. These lists are sorted numerically and than alphabetically. To begin the import, click on the Import arrow as shown above.

180 180 The Import Status screen will display with a summary of the total import. This summary will break down, duplicates, DNC and List scrubbing. The last step in the import process is to click on the Done flag as shown in the bottom right side of the screen. The Print icon will allow you to print a summary of the Import as shown.

181 181 LIST MANAGEMENT To open and/or view list information click on the Open window as shown above. This will display all the lists that are imported into the system. There is a scroll bar on the right side of the screen to browse to additional files. To open a file select the file name, this will highlight the file in blue. Click on the Ok button to open the file.

182 182 This will open up the List Management screen. These are the icons that are available on the List Management screen.

183 183 Open a new list. Add a new contact Delete a current record. Save the list. Select previous record. Show all the records, Export to a CSV file. Search for records. These are the options that are found on the list management screen.

184 184 The body of the List Management will contain the detailed information of the data that is available. There is a scroll bar to view the additional fields. The second half of the page is divided into four options. The first option is System Fields these are the standard fields that have been imported into the list. The Custom Fields option will display all the custom fields that have been created and imported with the list.

185 185 If data has been imported into the fields and/or the agent has added information, this will be displayed. The History field will display all the history of a particular record. The Notes field will display all notes that have been typed in by the agent on the call. To exit from the List Management application click on the X on the top right hand corner of the List Management screen..

186 186 To search for specific records click on the Search icon as shown above. Enter the information that you want to use as the lookup criteria. Click on the OK button to launch the search. The search will retrieve all the records.

187 187 To export the records from the current filter click on the Export icon as shown above. There are three options from the History export. The records can be exported to a new list for the dialer. The records can be exported to an existing list. The records can be exported to a text file. To create a new list, select the first option and type in the name of the list that you want to create.

188 188 The next step is to click on the Export tab to initiate the export process. The status window will display the History Exported Started Once the export is completed the window will display with a successful export.

189 189 The new list that was just created is now available. The list can be found in the list section of your manager. The second export option is to an existing list. Select from the drop down arrow which list to append to. The next step is to click on the Export tab to initiate the export process. The status window will display the History Exported Started

190 190 Once the export is completed the window will display with a successful export. The third option for exporting is to export the data to a text file. Select the Text File option as shown above. The next step is to click on the Export tab to initiate the export process.

191 191 The name of the export file can be typed in and than saved as a.csv file. When the file name has been typed the next step is to click on the Save box to initiate the export to a text file. The window above will appear when the data is successfully exported.

192 192 To add a record to the list click on the Add icon on the list management screen. This will open up the new contact record. Once all the data has been typed in for the record. Click on the Ok button to add the record. The new record will than be displayed in the contacts.

193 193 When the delete icon is selected the above window will display. When this is confirmed the record will be deleted from the list. Please note that this record will be permanently deleted from this list. This icon is to open up a new list. This icon is to move to the previous record. This icon is to save the record. The icon will show all the records of the list.

194 194 To view the available records and see how many campaigns a specific list is assigned to Double click on the List name to open the view.

195 195 IMPORTING DNC LISTS PLEASE NOTE: THE SOFTWARE DOES NOT TIE DIRECTLY INTO ANY DO NOT CALL SERVICE OR WEBSITE. ANY NUMBERS THAT NEED TO BE SCRUBBED NEED TO BE DOWNLOADED INTO THE NO CALL SCRUBBING APPLICATION OF THE SOFTWARE. Click on the import box as shown above. This will open the utility to import a List. The NoCall Import wizard will appear. Click on the Browse box to select the data file to import.

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