SpitFire Enterprise Software Training Videos Now Available

Transcription

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 [email protected]. 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 ( 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 ( 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.

196 196 Select the file that you want to import. 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 OR 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.

197 197 The Field Delimiter needs to be selected as a Comma or Tab delimited. Click on the Start Upload to begin the file upload. If the file is located in the shared folder the Start Upload is not required. When the file is uploaded the File is uploaded description will be displayed. The next step is to click on the Next tab to continue to the next step.

198 198 This is where you select the mapping of the fields that you want to import from the data file to the list. The next step is to map the phone fields for the NoCall import. Simply select the voice number field that you want to map by clicking on it. This will highlight the field on the left side.

199 199 When the corresponding fields are selected on the right side, the inserted fields will be displayed above. The Area Code field is used if the area code is separate from the rest of the phone number. Click on the Next Record tab to view the next phone number. The Next button will continue the import process.

200 200 This is where the file that is being imported is a brand new DNC list or is being appended to an existing DNC list. The New List is where the name of the new list is typed. If appending to an existing list, select which file to append from the drop down arrow. Clicking on the Import icon will start the process of importing.

201 201 The Import Status screen will display the results. When completed click on the Done flag as shown above.

202 202 OPENING A DNC LIST All the lists that are available will be displayed on the screen. Select the list that needs to be opened. The list can be opened by clicking on the OK tab at the bottom or simply left double click on the list name.

203 203 The DNC Management screen will appear. The Phone Number that needs to be added, deleted or searched for needs to be entered into the field The record that has been entered into the box can be added to the list, by clicking on the + arrow. The record can be deleted by clicking on the x. The record can be searched for by clicking on the magnifying glass.

204 204 When the displayed. icon is selected after the number is entered in the empty field box the result will be When the displayed. icon is selected after the number is entered in the empty field box the result will be When the displayed. icon is selected after the number is entered in the empty field box the result will be

205 205 AGENTS To create a new Agent, click on the New option on the Users section. The Create New User will display on the screen. The User Roles will be selected as Agent by default.

206 206 The First Name is entered in this field. The Last Name is entered in this field. The User Name and Password are the fields that are entered by the Agent when the logging in to the Agent Application. The Sales Force settings is specific to Sales Force CRM.

207 207 The User is used if you have the Recording option with a licensed template and you want the recording to be sent to the Agent. To continue to the next section of the Agent settings click on the Next tab.

208 208 The Settings is the configuration tab for the Agent. The Agent Type will depend on how the Agents are configured on the system. For a PBX tie in the setting will be remote. The Phone Number field will be the extension of the Agent.

209 209 The MSI setting is for standalone configurations, where the Agents are directly connected to the server. This is an analog configuration or standalone T1) The IP setting is for Agents that are on Soft phones with a SIP platform. These are permissions that can be enabled or disabled per Agent.

210 210 The Enable Transfer box gives the Agent the ability to transfer calls to either an extension (if behind a PBX) or a DID (10 digit phone number). The Enable Edit box allows the Agent the ability to edit any information on their Agent screen. (The phone number field can still be blocked for editing by not checking the Allow the voice editing setting in the Campaign). The Enable Campaign Choice allows the Agent to select from any of the Campaigns that they are authorized for. The Enable Manual Dial allows the Agent to make manual dialed calls from the Agent application, as long as there are dedicated manual dial lines available. The Enable Recording allows the Agent to start and stop recording from the Agent application. Please note: Recording is an optional feature. This option will allow the Agent to view the Callback option on the Agent screen. If this option is not selected than the Callback option will be grayed out.

211 211 This is a new Feature for PBX Integrated systems. This allows the User to type in the extension that they are sitting at for Agent login. The default that pops up will always be the extension that is configured in the Agent settings of the User. NEW To prevent the phone number from displaying on the Agent screen this option needs to be checked. To Allow the Agent to clear the data in the Custom Field Response section this option needs to be checked. The Auto Script Popup allows the automatic screen pop of a script when the Agent gets a call. This checkbox allows the Agent to use the Alt Dial feature. If this is not checked, than this option will be grayed out on the Agent screen. NEW Click on the Next icon to continue the Agent setup.

212 212 The next setting is the Groups. This is where the Agent is assigned to a particular or multiple Groups. The Group that needs to be assigned is selected on the left side under Available Groups.

213 213 The blue arrow that is highlighted in the center of the screen needs to be selected to add the group. The Assigned Groups will display the group that has been assigned. To create a new Group Name, enter the name in the box as shown above. The + needs to be selected to have the new Group added. The last step in creating the Agent is to click on the Finish icon as shown above.

214 214 AGENTS In order to view and/or change the settings for existing agents, select Open from the icon above. This will open the Open User box on the screen. The Agent can be selected either by double clicking on the Agent Name, or highlighting the Agent and than clicking the OK tab to bring the Agent configuration to the screen.

215 215 To delete an Agent, highlight the agent name and then click on Delete. Please note: if you delete an agent, you cannot use the exact name to create a new Agent. A warning will be displayed to make sure that the Manager wants to delete this Agent. To exit out of the window, click on the Cancel tab as shown.

216 216 AGENTS To view the live Agent statistics on the Manager screen, left double click on the Users. The Agents Real Time Status will be displayed on the All Users window. The number of Users logged in will now be displayed on the Top of the All Users Screen. This will show out of the Total Users in the System How many are currently logged in. The Green circle indicates that the Agent is active and logged in to the Campaign.

217 217 AGENTS The Grey circle indicates that the Agent is offline or not logged in. The status on the bottom left of the All Users screen will provide green and Grey status lights. Clicking on the Grey circle will provide View/Hide offline Agents. Clicking on the Green circle will provide View/Hide online Agents.. To view an individual Agent s statistics, left double click on the Agent. The individual Agents information will display on the screen.

218 218 AGENTS NEW FEATURE The new feature allows for Multiple Windows of the User to be opened. You can have the Statistics of Multiple Users opened concurrently. There are two options on the bottom right of the individual Agent statistics. The first is the Edit User this will open up the Agent settings. Clicking on the green icon will remove the agent from the current campaign. The agent can then log in or be added to any other campaign that is running.

219 219 AGENT SOFTWARE New Agent Version is The shortcut to the Agent software is installed on the agents desktop. Once this is opened the Agent software will display the Version of the Agent software currently installed. Version now features an Alt Dial box. There is also a New Agent Recording Icon is this option is purchased and enabled. Please see the new feature outlined in this manual.

220 220 AGENT SOFTWARE New Agent Version is The New Agent Software Version has a New Settings Icon. This is where the IP Address of the Telephone Server is configured. This allows the Settings to be entered without having to go into the Configuration file when setting up the Agent Software. When configuring the Agent Software for the very first time the Add tab would be selected.

221 221 AGENT SOFTWARE New Agent Version is The IP Address for the Login and Dial Service is entered here. Please consult with a Technician for the information. The next step is to Test the Settings. Click on the Test Tab to verify that the Settings are correct.

222 222 AGENT SOFTWARE New Agent Version is The Error will be displayed if the information that is entered is incorrect. The Green response shows a positive connection on the Login and Dial service connection.

223 223 AGENT SOFTWARE New Agent Version is Once the Settings have been confirmed click on the Save button to keep the Settings. When your system grows and you have additional Servers, you can specify which Server the Agent is going to be logging into either Dialer 1 or Dialer 2.

224 224 SOFT PHONE STAND ALONE CONFIGURATION When using a standalone SIP configuration a Soft phone will be used. A USB headset will be required to connect to the workstation that the soft phone and agent application is installed. Please make sure that the soft phone is set to AA this way the agent does not have to click on the green telephone to activate. If this is a soft phone behind a PBX than the AA configuration would not be used. It is very important that the agent use the dispositions on the agent software to end the call and not the red telephone on the soft phone application. If the agent accidentally disconnects the call on the soft phone, than they would need to log back in on the agent application.

225 225 SOFT PHONE STAND ALONE CONFIGURATION The screen above shows the agent software with a soft phone on a call.

226 226 The Log On is where the Agent starts the Log On process. The Exit is where the Agent exits from the software. This Exit option will not be available while the Agent is logged in. This is to prevent an Agent from exiting out without properly finishing the call. This is where the Agent selects Log Off to log out of the Campaign. The Agent clicks on the Exit tab to exit out of the Agent software. This requires the Agent to be in a logged off status in order to exit out of the software.

227 227 The Exit warning window will appear to make sure that the Agent wants to exit out of the software. The User Name and Password is the name and password that was created when the Agent was set up in the Manager Application. The OK needs to be selected to continue. The Choose Campaign Window will display all the Campaigns that the Agent is authorized to log in to. The Active Campaign will display with a Green circle. The Grey circle indicates the Campaign is stopped.

228 228 Select the active Campaigns to log on to and click on the OK button. In order to log on to multiple campaigns, hold the Shift key and select the Campaign name. PLEASE NOTE: YOU CAN ONLY LOGIN TO MULTIPLE PREDICTIVE CAMPAIGNS. QUICK CONNECT AND PREVIEW MODES CAN HAVE ONLY ONE CAMPAIGN LOGGED IN AT A TIME.

229 229 DYNAMIC USER LOGIN The User logs in and either selects the Campaign or is automatically logged into the predefined campaign. When using the Dynamic User Login feature a box will pop up with the default User s extension. This is where the Agent can either leave the predefined extension or type the valid extension that needs to be dialed. This would be used for PBX configured installations. **If this is a Dual Nic configuration you need to check the parameters that need to be dialed for the number. This Feature is enabled in the individual User settings.

230 230 When the call is transferred to the Agent, all the data that has been imported in the file will display on the Agent screen. Please note: The Agent needs to be aware in Predictive mode that the client has already answered, so as soon as they get the screen pop they need to respond to the client. (DO NOT WAIT FOR THE PERSON TO SAY HELLO). In Quick Connect mode the Agent will be there before the client answers. In Preview mode the Agent makes the decision to call in Quick Connect Mode or skip the record.

231 231 The top section of the Agent screen provides the Agent Name, Contact Name, Campaign Name and Call Type. The General Information will display the general fields and phone numbers of the client. The website is a new filed that has been added to the Agent software. Note: The Recording button will not display if not licensed.

232 232 The Other Information tab will display all the Custom Fields that have been configured in the Campaign. Data that has been mapped in the import process will be displayed in the fields.

233 233 Click on the Button on the Customer Information tab to open up the Custom field page on the right side of the screen. The page can be set to open up automatically when the call is presented. This is a setting that can be enabled in the Campaign. This will open up the page and allow the agent to view all the questions for the campaign, as well as giving the agent the ability to fill out the responses. This will be saved with the database. The sequence will be the order that is assigned in the campaign manager. This is configured in the Edit Custom Fields tab of the Campaign. The Questionnaire can be configured to open automatically when the call is presented. This is a setting that can be enabled in the Settings tab of the Campaign

234 234 If the Agent needs to remove the data in the Custom Fields there is Reset tab on the bottom of the Custom Fields screen. This option is a feature that can be enabled or disabled at the Manager screen in the Users module. The Reset button is for clearing all the data in the Custom fields. This option will not be visible if it is not enabled in the Agent settings. The Cancel button will remove the window from the Screen. The Ok button is used after the data is entered into the Custom fields.

235 235 When the Reset button is selected a window will display with a Warning. This is to verify that the user actually wants to clear all the data in the Custom Fields. This does not clear the data in the General Information screen. The fields that contained the data in the Custom Field screen will be blank.

236 236 The Notes tab is where the agent inserts notes from the call. Any changes made by the Agent on the Agent application need to be Updated by selecting the Update button. The client can be put on hold by clicking on the Hold button as shown. The wave file that plays can be unique per Campaign.

237 237 The Record button on the Agent application will only be visible if the Software is licensed for Recording. This On Demand Recording has to be enabled in the User setting of the Agent. Please note that the Enable Recording in the Campaign must not be checked. When the Recording is initiated than the Stop Recording will be displayed. The Post URL button is used by the Agent to push the URL Query String data to a web based application sitting on the Agent screen. The URL Query String can be pushed automatically when the call is sent to the agent or after the call by clicking on the POST URL button.

238 238 When using a Windows based CRM, there is an optional Keystroke function that can be used either to search for a record in the CRM or add a new record. This is configured at the Campaign level. The Campaign can be configured for a look-up or create a new record. (Not Both) This needs to be tested with the Programming Department. This is an optional feature. The Agent can click on the Script button to open up a custom script for the Campaign. This can be set to open up automatically when the call is sent to the Agent. The Script option can be enabled in the Agent settings.

239 239 The Break button is used if the Agent is going to be logging off after the current call. The Stop Break button is used when the Agent returns from break to continue on the Campaign. The Disposition button is where the Agent selects from a drop down window the result of the current call. The dispositions are configured in the Edit Dispositions tab of the Campaign. These can be unique per Campaign.

240 240 The arrow will open up a drop down window with all the available dispositions that have been set for the Campaign. The Agent has to select one of them before being able to end the call. When the Agent needs some time to update the Agent application and/or their CRM, the Wrap Up is used. The Wrap Up clears the channel that the Agent was on and makes it available for another Agent. This gives the Agent time to finish up notes and or updates to the record. If the caller hangs-up on the line the Agent will be automatically put in Wrap Up mode. The channel\line is than made available for the existing Campaign to be used.

241 241 The Agent can click on the No Call button to add the Primary Phone number to the local No Calls list of the Campaign. The Campaign can use a global No Call list that will affect all the Campaigns that are running or a local No Call list that affects only the specific campaign that is running. To schedule a Callback click on the Callback button as shown above. This feature can be disabled at the Agent User settings. The Agent will not be able to access the Callback button if this feature is disabled at the Campaign level. The Manager has full control of the Callbacks after they have been set. Please see the Callback Manager control in this manual.

242 242 The Callback window is where the scheduling of the Callback is done. This is where the Data and Time is set. This is also where the Phone Number to be dialed is selected. The drop down window gives the Agent the ability to select any one of the alternate numbers if available to schedule for the Callback. This will not change the Primary Phone number in the database. The Private Callback is checked by default. Private Callback means as long as the Agent is logged in and the Campaign is running the Callback will be queued up for the Agent. The Agent will be blocked from getting the next call and the Callback will than be presented to the Agent after they disposition there current call. The Agent can see immediately that this call is a Callback as it will be displayed in bright green under the Call Type

243 243 In the Callback Manager the Manager can see the callback in a pending state. When the Callback has been dialed the status will be updated in the Callback Manager. The End Call is the button that completes the current call. Please note: The End Call button will be grayed out until a disposition has been selected.

244 244 The Current Call tab is the default screen view when the Agent application is opened. The Callback tab allows the Agent to see all Callbacks that they have previously scheduled for Today. The Refresh button will refresh the lookup. The number of Callbacks for today will also be shown as a total number.

245 245 This is where the Agents can review all their calls from the current session. The Zip Code has been added to the view in the History tab.

246 246 The Agent will be notified in the Notification tab when the Campaign has been paused and or stopped. The Notification tab will turn Red if the current Campaign is either paused or stopped to notify the Agent.

247 247 ALTERNATE NUMBER DIALING Predictive Mode Only) The number that is dialed and presented to the Agent is now highlighted with a blue background. When Alternate number dialing is selected in the Campaign the system will try the second, third and fourth number imported into the list if a no contact is detected. There is a new feature available on version to allow Alternate Dialing on the Agent application.

248 248 ALTERNATE NUMBER DIALING ON DEMAND Available on Predictive, Quick Connect and Preview/Click to Dial Modes. The Agent needs to have the permission setup in their user settings by the Manager. There needs to be a number in one of the alternate voice fields.

249 249 ALTERNATE NUMBER DIALING ON DEMAND Available on Predictive, Quick Connect and Preview/Click to Dial Modes. The disposition needs to be selected prior to being able to click on the Alt Dial button. The next step is to click on the Alt Dial button this will open up the Alternate Number box. The numbers that are in the Alternate Voice fields will be displayed. Select the number to be dialed and click on the Ok button to initiate the call.

250 250 ALTERNATE NUMBER DIALING ON DEMAND Available on Predictive, Quick Connect and Preview/Click to Dial Modes. NEW FEATURE The VoicePhone can now be selected on the AltDialing Window The screen will than show the Alternate number that was dialed highlighted in blue.

251 251 PREVIEW CALLBACKS This is a new feature that is available on the Callback option. The preview callback allows the agent to either make the callback (Quick Connect) mode or Snooze the callback to be dialed later. The call will display as a Preview Call Click to dial record. The Call Type will be a flashing green Callback display. The agent will have the option to either Snooze the record to be dialed later or to make the Call. If the call is selected to be dialed this will be dialed using the Quick Connect mode. Please note that the Preview Callback is an option selected in the campaign preferences.

252 252 PREVIEW CALLBACKS To initiate the call the Agent clicks on the Call button and call will be dialed using the Quick Connect mode. To postpone the call to be called back later the Agent clicks on the Snooze button. The Snooze window will provide certain incremental time that the callback can be postponed for.

253 253 CALLBACK TAB This is a new Tab that has been added to the Agent Software. This is available on release The Agent can view all Callbacks that have been scheduled for today. The Agent must be logged in to review the Callbacks. The Refresh icon will update the view for the Agent.

254 254 AGENT TRANSFERS The 3 rd Party button is used for any transfers sent thru the Agent software. There are 2 types of transfers: The first one is a transfer to a DID (Direct dial phone number or Extension-PBX) The second one is an Agent to Agent transfer. (This feature only works in a remote agent configuration. This would apply to a SIP interface or a system that is behind a PBX (Phone system). This feature does not work in a standalone MSI headset configuration. In either of the transfer modes there is the capability of a blind transfer or a conference. Please see below the breakdown of what the flow of each is. In order to initiate a conference call there has to be conference resources enabled to allow this option to work. (This is not standard with the system.) Blind Transfer: Used when the Agent immediately transfers the client to a specific extension or a predetermined extension setup in the Campaign. Blind Transfer with Agent qualify: This is when the Agent puts the client on hold, speaks to the third party to make sure that someone is available, and then transfers the call. Agent transfer with Conference: Used when the Agent puts the client on hold, speaks to the third party to make sure someone is available, and then conferences the call with all parties on the line. The Agent can then break away from the call to continue with other calls.

255 255 TRANSFER TO A NUMBER The first one is a transfer to a DID (Direct dial phone number or Extension-PBX) The number entered is the number the Agent wants to call. This could be an extension if behind a phone system, or a DID (Direct Dial Number) if standalone. Click on OK to dial. NEW The number could also be preset in the Campaign and then the Agent would not need to type a number in a number. A description can now be added to the phone number at the Campaign level by the manager.

256 256 TRANSFER TO A NUMBER If a single number is preconfigured in the Campaign settings. The transfer number will be dialed when the Agent clicks on the 3 rd Party button. This option does not allow the Agent to either type in or select from a drop down window of transfer numbers. In any of the above options once the transfer has been initiated, the Cancel button will be available in order to cancel the transfer in progress. The Transfer button completes the transfer. This would be used for the blind transfer option.

257 257 TRANSFER TO A NUMBER The Conference button is used to join the Agent, the Client and the third party to the call. Please note: THE SYSTEM HAS TO HAVE CONFERENCING RESOURCES TO BE ABLE TO PROVIDE THE CONFERENCING OPTION. In order for the Agent to breakaway from the Conference the Agent selects the Transfer button and than is removed from the call and can continue. In order to end the conference for everyone the Stop Conf button would be selected.

258 258 AGENT TO AGENT TRANSFER The process to transfer a call to an Agent is done by clicking on the 3 rd Party tab. To select an Agent to Agent transfer select the Transfer to Agent box. This will display all available Agents that are ready to receive a call. Select the Agent that you want to transfer the call to, and than click on the Ok button. The Transfer Agent will be highlighted in blue. IMPORTANT A TRANSFER AGENT CANNOT BE LOGED IN TO AN OUTBOUND CAMPAIGN AND A TRANSFER CAMPAIGN AT THE SAME TIME. WHEN AN AGENT TRANSFERS A CALL TO AN AGENT THAT IS LOGGED IN TO A TRANSFER CAMPAIGN, TRANSFER LINES NEED TO BE AVAILABLE AND NOT SELECTED. WHEN TRANSFERING TO A DID OR EXTENSION THE TRANSFER LINES NED TO BE ASSIGNED IN THE CAMPAIGN.

259 259 The data is transferred with the call. At this time the client is on hold. A hold message needs to be selected in the campaign. The initial Agent and the transfer Agent will see the same data on their screen. To complete the Transfer, the Agent selects the Transfer button. This will release the initial Agent from the call and now the Transfer Agent has the client.

260 260 The Conference button is used to join the Agent, the Client and the third part to the call. Please note: The system has to have conferencing resources to be able to provide the conferencing feature. The Agent can break away from the conference by clicking on the Transfer button.

261 261 AGENT MANUAL DIAL Version In order for the Agent to make manual calls, they need to have the permission set up in the Agent configuration. Lines need to be dedicated for manual dialing. This needs to be configured in the configuration file by a Technician. The Agent needs to click on the Break button prior to changing to Manual dial mode. The Change needs to be selected in order to change from the current mode to the Manual dial mode.

262 262 The Agent would than select the Manual option from the drop down mode. The Campaign that will be used for the manual dial also needs to be selected and the OK button needs to be clicked on. The next step is the Dial button needs to be selected. The phone number needs to be typed into the box. The system will use the preferences setup in the Campaign. Click on the OK to make the call.

263 263 NEW FEATURE PREVIEW DIAL MODE The Preview mode allows the Agent to review the record and than make the determination to click on the Call button to make the call in Quick Connect Mode or click on the Skip button to move to the next record. This is a 1:1 dial ratio.

264 264 When the Agent is ready to make the call, the Call button needs to be selected. If the Agent needs to go on to the next record they simply click on the Skip button and the next record will be pulled up. In the disposition of this Campaign the Agent Skipped will be resulted on the record. When the Agent clicks on the Call button it will now dial the record.

265 265 LOGGING OFF IN PREVIEW MODE In order to log of in Preview Mode the Agent has to be on a dialed record. Prior to selecting the Disposition of the record, the Break button needs to be selected. The Stop Break will now be displayed on the break button. The Disposition drop down arrow can now be selected, and the call result code can be chosen by the Agent.

266 266 LOGGING OFF IN PREVIEW MODE The End Call option can now be selected to complete the call. The Log Off option will now be available for the Agent.

267 267 CRM INTEGRATION Web Based (OPTIONAL) The Agent Application is designed so that it can have a CRM sitting side by side. Integration with Sales Force CRM is demonstrated above. There are two types of CRM interfaces that we offer. One type is with a web based CRM. In this case we can send a URL Query String. This would be used for web based CRM s. The Query String information can be sent with the software. **Sales Force is the registered trademark of the respective company.

268 268 CRM INTEGRATION Windows Based (OPTIONAL) The other type is interfacing with a windows based CRM. This uses our keystroke option. Please note: the keystroke option is not standard with the software. There are two ways of configuring the Keystroke Option. The first is if the data loaded into the system is the same data that is in Act, that the software can send an automatic lookup thru a keystroke sequence (Macro) to pull the record that is in Act. The other option is for the Agent to click on a Keystroke tab on the Agent screen that will create a new record in the application. **Act is the registered trademark of the respective company.

269 269 CRM INTEGRATION Real Green Software (OPTIONAL) The above screen shows the Agent software with Real Green CRM** side by side. **Real Green is the registered trademark of the respective company.

270 270 CRM INTEGRATION GoldMine Software (OPTIONAL) The above screen shows the Agent software with Gold Mine Software** side by side. **Gold Mine is the registered trademark of the respective company.

271 271 MANAGING YOUR GROUPS To manage your Groups click on the Groups box. This will open up all the Groups that have been created. This will display all the Groups that are available in the system. This will display the amount of Campaigns assigned to a particular group.

272 272 To edit an existing Group double click on the Group Name. This will open up the Group for viewing and or editing.

273 273 CREATING A NEW GROUP Click on the New Group tab as shown above. The first step is to give the Group a name. The next step is to specify if this is a Transfer Group. Please note, that an Agent that is assigned to a Transfer Group can not log in with the same credentials to an outbound Campaign. If you have an Agent that is assigned both roles, the Agent would need two separate login accounts.

274 274 To continue creating the Group, click on the Next tab as shown above. The next box will display all the Agents that have been assigned to this Group.

275 275 To continue creating the Group, click on the Next tab as shown above. This screen will display all the Campaigns assigned to this Group.

276 276 The last step to complete the new Group is to click on the Finish tab.

277 277 REPORTS To view the Reports, click on the OPEN on the Reports icon. The recommended resolution for viewing the Reports on the Manager is 1280 X There are seven predefined reports available on the SpitFire Enterprise software. The List Penetration Report is a new reported added on version 5.5.

278 278 CAMPAIGN STATISTICS To view the Campaign Statistics Report highlight the name and than click on the OK to open. The manager can also double click on the report name to open. This report provides the Campaign Statistics from a defined start to end date.

279 279 CAMPAIGN STATISTICS REPORT The page settings are displayed above. The green arrow pointing to the left will return to the previous page. The green arrow pointing to the right will move to the next page To Refresh the screen, click on the Refresh icon.

280 280 CAMPAIGN STATISTICS REPORT These icons allow the Manger to move between the different pages in the Report. The report can be printed by clicking on the Print tab. To save the Report select the Disk icon and a drop down window will appear with the various options.

281 281 CAMPAIGN STATISTICS REPORT The Select Start Date needs to be set first. The Select End Date needs to be set next.

282 282 CAMPAIGN STATISTICS REPORT The Submit button needs to be selected to run the Report. The Campaign Statistics will provide information on all the Campaigns that are in the system. Select the individual Campaign to look at the specific information. To get detailed Campaign Statistics grouped by session click on the Campaign name.

283 283 CAMPAIGN STATISTICS REPORT The Campaign Statistics Group by Session report will be retrieved.

284 284 CAMPAIGN STATISTICS REPORT To select List Statistics on this Campaign click on the List Stats description. The Campaign Statistics Group by List Report will be retrieved. This will list all lists dialed in this search. Selecting the Disposition Stats will breakdown the Dispositions for the selected Campaign.

285 285 To view the Reports, click on the OPEN on the Reports icon. The recommended resolution for viewing the Reports on the Manager is 1280 X To view the User Statistics Report highlight the name and than click on the OK to open. The manager can also double click on the report name to open. This report provides the User Statistics from a defined start to end date.

286 286 USER STATISTICS The Select Start Date needs to be set first. The Select End Date needs to be set next.

287 287 USER STATISTICS The Submit button needs to be selected to run the Report. The User Statistics Report will list all the Agents within the date criteria that were selected. To run a Report on a specific Agent select the highlighted Agent.

288 288 USER STATISTICS The User Statistics Group by Session Report will run for the individual Agent that you selected. To run the Disposition Statistics for the particular session click on the highlighted Disposition Stats field. The individual User Session Disposition Statistics will be displayed.

289 289 USER STATISTICS The report can be printed by clicking on the Print tab. To save the Report select the Disk icon and a drop down window will appear with the various options.

290 290 LAST RESULT STATISTICS To view the Reports, click on the OPEN on the Reports icon. The recommended resolution for viewing the Reports on the Manager is 1280 X To view the Last Result Statistics Report highlight the name and than click on the OK to open. The manager can also double click on the report name to open.

291 291 LAST RESULT STATISTICS This report provides the total calls made on a particular list. This list needs to be in the Campaign in order to run this Report. The first step is to select the Campaign that you want to get the statistics on.

292 292 LAST RESULT STATISTICS The second step is to select the list that was used in the Campaign. This list needs to be currently selected in the Campaign in order to see it in the drop down window. The first three lists that will display are the system default lists. They represent the Live List, Manual List, and Inbound List. These will always be there. The lists that are selected in the Campaign will be available in the drop down window. Click on the Submit button in order to run the report.

293 293 The list Penetration Report will display all the Dispositions that have been selected in the Campaign and List. Please note: The Not Connected represents the records that have yet to be dialed. (Available)

294 294 DISPOSITION STATISTICS BY LIST To view the Reports, click on the OPEN on the Reports icon. The recommended resolution for viewing the Reports on the Manager is 1280 X To view the Disposition Statistics by List Report highlight the name and than click on the OK to open. The manager can also double click on the report name to open. This report provides the Disposition Statistics by List from a defined start to end date.

295 295 DISPOSITION STATISTICS BY LIST The Select Start Date needs to be set first. The Select End Date needs to be set next.

296 296 DISPOSITION STATISTICS BY LIST The next step is to select the Specific Campaign. Click on the Submit button to run the Report. The Disposition Statistics by List Report will be displayed. The will list all the Campaigns as well as the Dispositions that were selected in each list.

297 297 DISPOSITION STATISTICS BY LIST To export the Report to a csv file click on the Disk icon as shown above. A windows box will display to save the exported file and select a location for the export.

298 298 NEW LIST ANALYSIS BY CAMPAIGN To view the Reports, click on the OPEN on the Reports icon. The recommended resolution for viewing the Reports on the Manager is 1280 X To view the List Analysis by Campaign Report highlight the name and than click on the OK to open. The manager can also double click on the report name to open.

299 299 LIST ANALYSIS BY CAMPAIGN The Report screen will open with the above view. This is where the Campaign is selected. The List Analysis Report provides the available records in all lists that have been dialed in the selected campaign. This does not include any lists that have been deleted. The Report shows Total records compared to dialed and available records. The Campaign and Submit button needs to be selected, in order to run the Report.

300 300 LIST ANALYSIS BY CAMPAIGN The List Analysis by Campaign Report will display the List Names and a breakdown of Total and Available records in each list. This will display all lists that were used in the Campaign but will not show any lists that have been deleted.

301 301 LIST ANALYSIS BY CAMPAIGN The bottom right of the Report screen will have a Toggle that will allow the Manager to adjust the view of the Report on the screen. The Page settings will be available for the Report.

302 302 LIST ANALYSIS BY CAMPAIGN The green arrow pointing to the left will return to the previous page. The green arrow pointing to the right will move to the next page To Refresh the screen, click on the Refresh icon.

303 303 LIST ANALYSIS BY CAMPAIGN These icons allow the Manger to move between the different pages in the Report. The report can be printed by clicking on the Print tab. To save the Report select the Disk icon and a drop down window will appear with the various options.

304 304 To view the Reports, click on the OPEN on the Reports icon. The recommended resolution for viewing the Reports on the Manager is 1280 X To view the User Amount by Hits Report highlight the name and than click on the OK to open. The manager can also double click on the report name to open. This report provides the User Amount by Hits from a defined start to end date.

305 305 USER AMOUNT BY HITS The Select Start Date needs to be set first. The Select End Date needs to be set next.

306 306 USER AMOUNT BY HITS PLEASE NOTE: IN ORDER TO RUN THIS REPORT. A CUSTOM FIELD CALLED AMOUNT NEEDS TO BE ASSIGNED IN THE CUSTOM FIELDS SECTION OF THE CAMPAIGN. THE SALE DISPOSTION NEEDS TO BE PART OF THE DISPOSTIONS FOR THE AGENT. Click on the Submit button to run the Report. The User Amount by Hits Report will be displayed. The will list the total Sales that have been dispositioned as Hits. These will be displayed and averaged per hour. The Amount that has been entered in the Amount custom filed will be displayed as Amount. These will be displayed and averaged per hour. Each Agents individual statistics will be displayed.

307 307 USER AMOUNT BY HITS The report can be printed by clicking on the Print tab. To save the Report select the Disk icon and a drop down window will appear with the various options.

308 308 To view the Reports, click on the OPEN on the Reports icon. The recommended resolution for viewing the Reports on the Manager is 1280 X To view the User Disposition Statistics by Campaign Report highlight the name and than click on the OK to open. The manager can also double click on the report name to open. This report provides the User Disposition Statistics by Campaign from a defined start to end date.

309 309 USER DISPOSITION STATISTICS BY CAMPAIGN The Select Start Date needs to be set first. The Select End Date needs to be set next.

310 310 USER DISPOSITION STATISTICS BY CAMPAIGN An Individual Campaign or All Campaigns can be selected for the Report. The Use Disposition Statistics by Campaign Report will be displayed. The will list all the Agents as well as the Dispositions that were selected by each Agent.

311 311 USER DISPOSITION STATISTICS BY CAMPAIGN Click on the Disk icon to initiate the Export process. A windows box will display to save the exported file and select a location for the export.

312 312 To view the Reports, click on the OPEN on the Reports icon. The recommended resolution for viewing the Reports on the Manager is 1280 X To view the Disposition Statistics by Campaign Report highlight the name and than click on the OK to open. The manager can also double click on the report name to open. This report provides the Disposition Statistics by Campaign from a defined start to end date.

313 313 DISPOSITION STATISTICS BY CAMPAIGN The Select Start Date needs to be set first. The Select End Date needs to be set next.

314 314 DISPOSITION STATISTICS BY CAMPAIGN Click on the Submit button to run the Report. The Report will than display. The Campaign Names will be listed on the left of the Report. All the Disposition Statistics will be listed. To save the Report to a CSV file. Click on the Disk as shown above. The name of the file needs to be typed in under the file name. The Save button needs to be selected in order to save the file.

315 315 DISPOSITION STATISTICS BY CAMPAIGN To export the Report to a csv file click on the Disk icon as shown above. A windows box will display to save the exported file and select a location for the export.

316 316 To view the Reports, click on the OPEN on the Reports icon. The recommended resolution for viewing the Reports on the Manager is 1280 X The Last Result is a new Report added to Version 5.5. This report shows the last result of a number that was dialed. If this number was reworked it will show only the final result. This allows the lookup of a specific list in a Campaign. This list can be filtered by Disposition and Customer information. Click on the Last Result icon to open up the above window.

317 317 To open up the filter window the Search icon needs to be selected. This will open the Filter window.

318 318 The first step is to select the Campaign from the drop down window. Only one Campaign can be selected at a time. The next step is to select the list. Only one list can be selected at a time.

319 319 The Disposition tab is the next option to select. In this section a single or multiple dispositions can be selected. To select them click on each individual disposition. If none are selected the filter will pull all results. The Customer Info tab allows to search by specific phone number, First Name, Last Name and or Company. The Attempts is a new feature whereby you can specify the maximum number of attempts that have been made on a record. There is also a value equation that can be selected > = or < = or =. The Campaign and List needs to be selected prior to selecting the Attempts.

320 320 Once all the criteria has been selected. Click on the Submit tab to run the report. The results of the filter will be display. The last result only of each record will be displayed.

321 321 In order to export this filter the Export icon needs to be selected. The Export screen will appear as shown above. To export the filter to a New List, Check the New List option and than type in the name of the new list.

322 322 To export the filter to an Existing List, Check the Existing List option and than select the name from the drop down arrow. To export the filter to a Text File, Check the Text File option and than type the name in the box. To export the filter to a New DNC List, Check the New DNC List option and than type the name in the box. To export the filter to an Existing DNC List, Check the Existing DNC List option and than type the name in the box.

323 323 Select the Export button in order to start the Export process. The Export Status will than display on the screen. Click on the Cancel button to exit from the screen.

324 324 CUSTOMER SETTINGS PAGE The Refresh icon refreshes the connection on the Manager screen. Click on the settings icon to open the settings page of the Manager. This is the first screen that opens up when the settings icon is clicked. This would be for your Company Information.

325 325 CUSTOMER SETTINGS PAGE The Settings have been separated from the Customer Info tab. These Settings are to be left they are only to be configured by the Technician on install. These are the options in the Settings tab. Please consult with a Technical Support person with any questions.

326 326 CUSTOMER SETTINGS PAGE The Import Folder is the location of the Data files for import (CSV or TXT). The Attachment Folder is the location of your Attachments if you have the Template option. The Default Hold Message is the Hold message that you have created to play when the Agent puts the caller on Hold. This is located in the Prompts folder. The Recording Folder is the location where the Recordings are stored. This is only if you have the Optional Recording license.

327 327 CUSTOMER SETTINGS PAGE The Time Zones in the Settings Manager is where area codes can be added.

328 328 CUSTOMER SETTINGS PAGE The Dialer Timezone is the location of the Computer. The Select Timezone is where the New Area Code that is to be added. Insert the new area code that needs to be added and click on the save option.

329 329 CUSTOMER SETTINGS PAGE The Clear lines box is the third settings option on the Customer Settings Page.

330 330 CUSTOMER SETTINGS PAGE This option allows you to clear any Agent lines, Supervisor lines, Agent to Agent transfer lines and Inbound lines that have not cleared from the previous call. This will not disturb any active channels in use. Click on the box of the channels that need to be cleared and the select the Clear Lines box to activate the clearing. This affects all campaigns. THIS WILL NOT CLEAR AGENT LINES THAT ARE CURRENTLY ACTIVE. LINES CAN BE CLEARED ON AN INDIVIDUAL CAMPAIGN BASIS IN THE CAMPAIGN SETTINGS.

331 331 CUSTOMER SETTINGS PAGE The above message will be displayed after the Clear Lines option is selected. To continue click on the Yes box or to cancel the clear channels click on the No box. It is important to note that this will not affect any channels that are active and in use.

332 332 CUSTOMER SETTINGS PAGE The CNI Account box is the fourth settings option on the Customer Settings Page.

333 333 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.

334 334 CUSTOMER SETTINGS PAGE 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.

335 335 CUSTOMER SETTINGS PAGE This is the section in the settings where the and Recording templates are created. The templates are an optional licensed feature. Please speak to your sales representative with any questions This is where the Template and Recording Template are created, edited and or deleted.

336 336 CUSTOMER SETTINGS PAGE When they have been created in the Settings of the manager they will be available to select from the disposition drop down arrows. The Templates will not be able to be created if you do not have the licensing for this option.

337 337 CUSTOMER SETTINGS PAGE This is where the Template for the is created, edited and or deleted. To Create a new Template, click the icon. The Templates are an optional service that is offered. Please speak to your sales representative to schedule an appointment with Programming.

338 338 CUSTOMER SETTINGS PAGE To Delete a Template, click the icon. To Edit an existing template, choose the template from the drop down window and click on the. When the Template is updated, click on the Save button to update the changes.

339 339 CUSTOMER SETTINGS PAGE This is where the Template for the Recording is created, edited and or deleted. To Create a new Template, click the icon. The Templates are an optional service that is offered. Please speak to your sales representative to schedule an appointment with Programming.

340 340 CUSTOMER SETTINGS PAGE To Delete a Template, click the icon. To Edit an existing template, choose the template from the drop down window and click on the. When the Template is updated, click on the Save button to update the changes.

341 341 CUSTOMER SETTINGS PAGE NEW FEATURE The Status ColorCode is a brand new Feature that has been added to assign a color code based on the Call Status of the Agent.

342 342 CUSTOMER SETTINGS PAGE NEW FEATURE The first step is to select the Status code that you want to assign a color code.

343 343 CUSTOMER SETTINGS PAGE NEW FEATURE Once the Status has been selected than the amount of Minutes needs to be entered to initiate the Color Notification. Once the Minutes have been entered, the next step is selection from a Palette of Standard Colors what to Display with this particular Status Code.

344 344 CUSTOMER SETTINGS PAGE NEW FEATURE The Highlighted Status is displaying the Talking to Customer notification with a Green Color Flag assigned.

345 345 This is the Support page that will provide you the available support resources. Here is the URL to access the link.

346 346 Enterprise Software THIS IS FOR ALL VERSIONS THAT ARE PRIOR TO 5.8 AND DO NOT HAVE THE SPITFIRE ENTERPRISE CONTROL CENTER INSTALLED. ALL NEW VERSIONS HAVE THE NEW CONTROL CENTER FOR AUTOMATED STARTING OF THE SERVICES. PLEASE CONTACT TECH SUPPORT FOR ANY QUESTIONS. Telephony Services Guide to stopping and starting the services. Please make sure that all the Agents are logged off prior to restarting the services. This guide will take you step by step on the Telephony Server to stop and start the services required to run the Enterprise Manager and software. The Telephony core configuration is comprised of either Dialogic HMP or HMP Elements SIP ports as well as the CTI configuration Utility.

347 347 The SpitFire Enterprise services is comprised of the Business Server, Dial Server, Login Server and Recording Server. Stopping all the services SIP SYSTEMS WITH DIALOGIC OR HMP ELEMENTS SOFTWARE Log off the Manager screen, by clicking on the Log Off option under the Welcome Manager.

348 348 The Manager software will display You have been Logged Off. Click on the OK to continue. The next step is to close all the services. Click on the x on the Spitfire Recording Service This will automatically close the service. (If you have this option) Click the x on the Spitfire Login Service This will automatically close the service.

349 349 Click the x on the Spitfire Dial Service This will automatically close the service. Click the x on the Spitfire Business Service This will automatically close the service. CTI The next service to be stopped is the CTI service.

350 350 Click on the Open option to launch the service. The next step is to stop the CTI32 service. Click on the Stop Service box as shown above. The status will display CTI32Engine Status: Stopped.

351 351 When the status shows the service is stopped, the CTI32 service can be closed. The x on the CTI32 software will exit out of the service.

352 352 DIALOGIC HMP SIP PLEASE NOTE IF YOU HAVE DIALOGIC HMP SIP PORTS PLEASE FOLLOW THE NEXT STEP. IF YOU HAVE HMP ELEMENTS GO TO THE HMP ELEMENTS FOLLOWING THIS SECTION. Find the icon on the desktop that is named Configuration Manager DCM. Click on the Open option to launch the service.

353 353 The status screen will appear, click on the OK to continue.

354 354 To System status will show Running. Click on the red Square to stop the service.

355 355 The Dialogic Services now show Stopped The next step is to exit out of the configuration manager.

356 356 HMP ELEMENTS SIP PLEASE NOTE IF YOU HAVE DIALOGIC HMP SIP PORTS PLEASE SKIP THE NEXT STEP. IF YOU HAVE HMP ELEMENTS PLEASE FOLLOW THIS SECTION. Click on the Services icon on your desktop to open the Services for HMP Elements. The Services can also be opened in the control panel in the Administrative Tools. The HMP Elements need to be selected from the Services menu.

357 357 The Status will show Started. Click on the Stop to stop the service, and than click on the Ok. The Service status will now show Stopped. Click on the OK tab to return to the Services window.

358 358 ALL THE SERVICES HAVE NOW BEEN STOPPED THE NEXT STEP IS TO START ALL THE SERVICES PLEASE NOTE IF YOU HAVE DIALOGIC HMP SIP PORTS PLEASE FOLLOW THE NEXT STEP. IF YOU HAVE HMP ELEMENTS GO TO THE HMP ELEMENTS FOLLOWING THIS SECTION The first telephony setting that needs to be started is the Dialogic HMP software. Find the icon on the desktop that is named Configuration Manager DCM. Click on the Open option to launch the service.

359 359 The system status will be showing Stopped in the system status. The First step is to start the service. To start the service click on the green arrow.

360 360 The System status will show pending while the service is starting. The System status will show running when the service is started. The next step is to exit out of the configuration manager. When the service is running the configuration manager can now be closed. Click on the X as shown.

361 361 PLEASE NOTE IF YOU HAVE DIALOGIC HMP SIP PORTS PLEASE SKIP THE NEXT STEP. IF YOU HAVE HMP ELEMENTS CONTINUE WITH THE NEXT STEP. Click on the Services icon on your desktop to open the Services for HMP Elements. The Services can also be opened in the control panel in the Administrative Tools. The HMP Elements need to be selected from the Services menu.

362 362 The Status will show Stopped. Click on the Start to start the service, The Service status will now show Started. Click on the OK tab to return to the Services window.

363 363 CTI The next service is the CTI service to be started. Click on the Open option to launch the service. The status will show Stopped, click on the Start Service to start the services.

364 364 The CTI32Engine Status will now show Running. Click on the Launch Tmonitor tab to make sure that the ports are running. The ports will show waiting for call when they are running. This will show all the ports that are licensed on the HMP software. When the ports are in Waiting for Call status it is okay to exit the monitor application.

365 365 Click on the X to close the CTI Telephony Monitor. Once the TMonitor is closed it is now time to the CTI32Engine. Click on the x box as shown.

366 366 STARTING THE ENTERPRISE SERVICES The next step is to launch the Enterprise services. The first service to launch is the Spitfire Telephony Business Service. Click on the Open option to run the service. The Spitfire Telephony Business Service started message will appear. This window can now be minimized. (Do not click on the X as this will close the service.

367 367 The next step is to run the Dial Service. Click on the Open option to run the service. The Spitfire Dial Service started message will appear. This window can now be minimized. (Do not click on the X as this will close the service.

368 368 The next step is to run the Spitfire Login Service. Click on the Open option to run the service. The Spitfire Login Service started message will appear. This window can now be minimized. (Do not click on the X as this will close the service.

369 369 The next step is to run the Recording Service. (This is only if you have purchased the Recording option.) Click on the Open option to run the service. The Spitfire Recording Service started message will appear. This window can now be minimized. (Do not click on the X as this will close the service.

370 370 ONCE ALL THE SERVICES ARE RUNNING THE MANAGER SCREEN CAN NOW BE RUN. To launch the Manager software, click on the Enterprise Manager icon. The Login screen will appear. This is where the and Password need to be entered. When the and Password have been entered, click on the Login to open the Manager Software.

371 371 The Enterprise Manager screen will now display.

372 372 PORTS REQUIRED FOR ENTERPRISE Router/Firewall: 5060 UDP and XXX Example where XXX = (49152 plus the total number of ports x 2) UDP (This is RTP Traffic) Dialer Machine: TCP (Services; Open to All) UDP 5060 (SIP) UDP Variable (RTP Traffic) Agent station: TCP Outbound TCP > Open to Dialer

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