SpitFire® Predictive Dialer -- SPD Support FAQ's:

1. The agents have a "hollow sound" but are not hearing the customers in their headsets.
2. The agent headsets do not have any sound in their headsets.
3. When I open the Spitfire Campaign software, I get an error referring to VMSI not loading and the campaign will not start.
4. When the agent tries to log on, he gets an error saying, "Logon Failed - Please check the Server using PING Test".
5. The agents are waiting a long time between calls.
6. The server is dialing but the agents are not getting any calls.
7. How do I import the Federal DNC lists into the dialer’s No calls list?
8. How do I manually add phone numbers to the No calls list?
9. How do I change the agent script?
10. Does the predictive start where it left off from the previous campaign’s dialing?
11. Why does the Predictive Dialer sometimes transfer Answering Machines to the agents?
12. What is the meaning of the 3 digit numbers in the Dial Result column of Listmaker? How exactly does Spitfire differentiate between the different dispositions?
13. How does Agent 3-Way calling work?
14. How does Agent Manual Dialing work?
15. I have reworked a list in Listmaker Pro but when I select the list in Spitfire, it says it is still Empty or Exhausted.
16. I am trying to import a list (Spitfire Predictive Pro) and when it finishes it says there were 0 records imported. I’m sure the file that I am importing has data in it.
17. How can I import an Excel Spreadsheet with Listmaker to create a new list on the dialer?

1. Q:  The agents have a hollow sound but can't hear the customers in their headsets .Close Window
A: This is usually because the StationID in the Agent Setup of the Agent software does not match the actual port number that the headset is plugged into back at the dialer’s MSI card breakout box.. The MSI card is the card that has an external power supply coming out of the back of the dialer.

The result of the StationID settings being wrong on the Agent software is that even though the data may get sent to the Agent stations, the voice connection will not be going to the correct headsets. If possible, trace the Agent lines back to the dialer and note which headsets are plugged into which ports on the 25 port breakout box.

If  the wiring is difficult to trace or you are using a 66 block or patch panel instead of the breakout box sent with the system, then there is a utility on the dialer that can be used to send a beep to the various agent’s headsets.

It is called msitest.exe and is usually located in the C:\SPIV_Install\ folder. When you open it, you can then select a channel and click the Testline button a few times and see if the agent hears the beeping at the headset. As soon as they hear the beep, you will know what StationID to set in the Agent Setup. Make sure you close the Agent software and re-open it after you change the StationID.

2. Q:  The agent headsets do not have any sound in their headsets. Close Window
A: Take the following steps to troubleshoot this issue.

1. Make sure that the base of the headset is turned on and the volume is turned up.
2. Make sure that you have correctly configured the wiring from the Predictive Dialer’s break-out box to the agent headsets. The jack labeled 1 should have Agent 1’s headset plugged into it, etc.
3. If the agent lines from the Predictive Dialer go into a patch panel and then to the individual agent headsets, take one of the headsets directly to the breakout box at the Predictive Dialer, thus, bypassing the internal wiring. This will eliminate any issues with your office's internal wiring.
4. If there is still no hollow sound, shut down the Predictive Dialer and then re-seat the connections between the dialer and the agent stations breakout box or 66 block. This can be done by simply disconnecting and the cable from the breakout box (or 66 block) and the back of the dialer and reconnecting it. Make sure that the two small screws holding in the connector at the back of the dialer and at the breakout box or 66 block are secure. 
5. There is an external power supply that powers the agent headsets. It runs from the back of the dialer into a black, rectangular transformer and then into a power outlet. Make sure it is plugged in and the power outlet is working.

3. Q:  Error referring to VMSI not loading and the campaign will not start? Close Window
A: This occurs when you try to start a campaign but the Dialogic Cards have not started yet. This is usually because the computer had been rebooted and not given enough time for the cards to start before trying to open the Campaign software. Follow the procedure below to prevent this happening:

1.      Once you are at the Windows desktop, double-click on the Configuration Manager to open the Dialogic software. If the Status at the bottom says Pending, this means that the Dialogic cards have not yet started. 
2.      Close the window an open it again after about 30 seconds. 
3.      Making sure that the Dialogic cards are started before starting a campaign will prevent this error from occurring.

4. Q:  When the agent tries to log on, he gets an error saying. “Logon Failed – Please check the server using PING test”. Close Window
A: This occurs when the Agent software can’t connect to the Spitfire Campaign software. This can be for a number of reasons: 
1.      Check that the Agent software is set to log into the correct Campaign # at the bottom right-hand corner of the Agent window. 

1. The Server Address could be incorrect in the Agent Setup for that station. To access the Agent Setup, open the Agent software, hit SHIFT+F1 on the keyboard and click on the Server tab. Make sure the information in the Server Address is correct.
2. Make sure that the agents computers can “see” the dialer and vice versa by doing a ping test in Windows. Click Start/Run and type CMD and press ENTER.
3. Type “ping (ip address)” (without quotes) and press enter. If you get no response, have someone check your network connections, cables and settings.
4. Double-check that the Campaign software is running and a campaign has been started and is waiting for an Agent to log on.

5. Q: The agents are waiting a long time between calls. Close Window
A: The reason for this can be several things. The most common is that the calls being made are ending up as mostly answering machines, no answers, disconnected or bad numbers, etc. This can be because of the time of day and/or quality of the list. However, the Dial Ratio and Drop Rate are also possible factors in “slow” dialing.

The Dial Ratio controls how many lines will dial when an agent logs in. So, if the Dial Ratio is set to 2, then when an agent logs in two of the lines will dial. To “speed up” the dialing you may want to raise this number but pay attention to how many agents you have logged in and how many total outbound lines you have. When you have raised the Dial Ratio, then click Set Values. This can be during a campaign.

The other part of the throttle is the Drop Rate. A drop occurs when a call is not able to be transferred to an agent because all agents are on engaged at the time. The Predictive Dialer is programmed to “slow down” or reduce the Dial Ratio when the Drop Rate exceeds the maximum setting. Usually the Drop Rate is set to 3%, so the dialer will try to keep drop percentage below that amount. This setting cannot be changed while a campaign is running. You must stop the campaign, adjust the drop rate, click Set Values and start the campaign up again.

Also this can be related to the Duration number you set when you started the Campaign. The Duration helps to slow down the dialer towards the end of a campaign in order to make sure the Drop Rate is under the limit when you stop the campaign. So, if you set the Duration to 4(for four hours) then you continue dialing for 5 hours, you will notice that the campaign has slowed down considerably.
Another reason can be that there are problems with phone lines connected to the dialer that are causing less voice connects to happen. Problems like lines not working, or dialing certain area codes incorrectly can result in the Agents receiving less calls than they should because fewer of the calls the dialer is making are actually going through.

6. Q: The Predictive Dialer is dialing but none of the Agents are getting calls. Close Window
A: Check the Lines tab and look to see if all the calls are going into the “Other”     category. If so, then there is a phone line problem and the outbound dialing lines need to be tested.

7. Q: How do I import the Federal DNC lists into the dialer’s No calls list? Close Window
    A: Follow these instructions for the Pro version of Spitfire Predictive:

1. Close all Campaigns and open Listmaker.
2. Click on Utilities/Import No calls and select the file you want to import. Note: You will need to set the Files of Type drop down to All Files (*.*)
3. Select Comma under Field Separator and check the Separate Area Code checkbox.
4. Click Next and at the next screen, select the Migrate to existing list option. Make sure it is set on the no calls list.
5. Finally, click Import and when it is finished it will tell you how many records were imported. It will only import new records and not duplicates. It may take several minutes to import if you are importing a large list like a State DNC.
6. Once that is done, you can close Listmaker, and start your Campaign again.

Follow these instructions for the non-Pro (non-MySQL) version of Spitfire Predictive:

1. The file will be in a zip format, unzip it to your hard drive to a place you can find it. For example, the Desktop.
2. Because the file name is so long and does not have a .txt extension, it has to be renamed. Go to the file, right click on it and click on Rename.
3. Change the name to represent which area code it is for. For example, if the file name was 205_18_9_2003_wk12mFEHGQ6vdsePJ0zl6w== then change it to 205_18_9_2003.txt . When finished renaming, press Enter on your keyboard.
4. Now that the file has been renamed, we need to open it in WordPad.
5. Right click on the file you just renamed and left click on Open With.
6. Now click on Choose Program and scroll down until you see WordPad. It is going to near the bottom of the list of programs.
7. After the file is open, click File and then Save. Answer Yes to any questions it asks you.
8. Close WordPad. Continue with the next file, if necessary.
9. The new file is ready to import in Listmaker.
10. Open Listmaker and click on Utilities/Import List
11. Click on the yellow folder icon in the top right hand corner to select the file you want to import. Find the folder that you saved the no calls file in and double click on that file.
12. You will see the area code and phone number of the first record in the ASCII Data window, on the right hand side.
13. Click on the area code first and then click on the small field to the left of Voice#. Then click on the phone number and again click into the field next to Voice#. It will ask if you want to Add to Current field, click Yes.
14. Click on the save button to the right of List Filename, go to the C:\SpitfireIV\ folder and select the Nocalls.mdb file.
15. When it asks if you want to append to this file, click Yes.
16. Lastly, click on the green traffic light icon and when it asks, Is your ASCII file a list file or a No Calls file? click Yes. This will make sure that it doesn't scrub the DNC list against itself.

8. Q: How do I manually add phone numbers to the No calls list? Close Window
     A: Follow these instructions for non-Pro (non-MySQL) versions:

1. Stop the campaign(s) you are running and close out of the campaign software.
2. Open Listmaker and click on List/Open List. Click the Up One Level button to go to the SpitfireIV folder and open the Nocalls.mdb file.
3. Once the file is open (you will know because the total records in the list will be shown in the top right corner) click the Add button and type the 10-digit phone number, no dashes or parentheses, into the Office field.
4. To add another number, just click Add again and type the next number into the Office field.
5. When done adding numbers, click Save and then exit out of Listmaker.

   Follow these instructions for Pro(MySQL) versions: Close Window

1. Create a Notepad file and save it somewhere safe on the dialer. Perhaps give it a name like “No call Additions”. This will be a file that you will keep appending to every time you need to manually add a no call number.
2. Add the number(s) to the Notepad file. All you need is 10 digit numbers, no punctuation, one phone number per line.
3. Open Listmaker and go to Utilities/Import No Calls List.
4. Select your No calls file, choose Comma and click Next.
5. Select the phone number field(there should be only 1 field) and click Next.
6. Select Migrate to Existing List, make sure it has selected the no calls database and click Save. It will give you a total when finished and you can then close Listmaker.

9. Q: How do I change the agent script? Close Window
     A: The easiest way to change the script that the agents see is the following:

1. In Microsoft Word, type a document that you want the agents to read.
2. Then save the document with the name “intro” and save it as a web page or html file. You will have a file called intro.htm
3. Put the intro.htm file on a floppy or CD so that it can be taken to each station and copied to the agent’s computer.
4. Copy the file into C:\Agent\Scripts\. This will overwrite the file that is already there.

10. Q: Does the Predictive start where it left off from the previous campaign’s dialing? Close Window
     A:  Yes. You do not need to finish calling all the records in a list in one campaign or one day. Spitfire will remember where you left off, even if you start using other lists and then come back to a list that was not completed.

11. Q: Why does the Predictive Dialer sometimes transfer Answering Machines to the agents? Close Window

A: No Predictive or Autodialer will be able to correctly recognize all answering machines or voicemails. This is an issue inherent in all dialers because they are not as good at detecting the difference between a live person and an answering machine as human beings are at doing that. The system will listen to the way the call is answered and make its’ best attempt at interpreting the call. Some answering machines will be sent to the agents. This can happen because the answering machine message was formatted the way a live person would answer the phone, or it could be because of the amount of noise on the phone line.

There is an adjustment that can be made to shorten the time the Predictive Dialer is given to make a determination and sometimes this will improve the accuracy for your particular lines. In the "1.ini" file ("2.ini" for campaign #2) which is located in C:\SpitfireIV\, there is a setting called AM=4. This number sets the sensitivity. Lowering it will sometimes improve the detection of answering machines by the Predictive Dialer. An INI file is simply a plain text file.

So if you change this setting to AM=2 and then save the ini file back on top of itself, this may improve your answering machine detection.
Note: Make sure that no campaigns are open and that you save the changes made to the file before proceeding. Sometimes making a backup copy of your .ini file your editing and moving it into a new folder in your documents folder can save the day if you make a mistake.

12. Q: What is the meaning of the 3 digit numbers in the Dial Result column of Listmaker? How exactly does Spitfire differentiate between the different dispositions? Close Window
A: Here is a explanation of all dispositions and Dial Results:

VOICE = 201
ANSWERING MACHINE (detected by server) = 202
FAX/MODEM = 203
BUSY = 204
NOANSWER = 205
OPERATOR INTERCEPT (meaning bad, mis-dialed or disconnected #) = 206
OTHER (can be bad number or even a bad line) = 207
DROP = 209
NOCALL (the number matched a number on the Nocalls.mdb list) = 211
ERROR (another of the "other" category, is an Operator Intercept) = 249
01 is a record that has either not been called yet or has been reworked. This will be evident in the LastResult column

Records are also dispositioned by Agents to reflect a call result. These are as follows:

HIT = 201 DialResult with -1 in Hits column
WARM = 201 DialResult with 50 points in Points column
COLD = 201 DialResult with 150 points in Points column
AM = 201 DialResult with 10 points in Points column
OTHER = 201 DialResult with Other in LastResult
HANGUP = 201 DialResult with Hangup in LastResult
No Call = 211 DialResult
User1 = 201 DialResult with User1 in LastResult
User2 = 201 DialResult with User2 in LastResult

13. Q: How does Agent 3-Way calling work? Close Window
A:  Agent 3-Way calling or Agent Transfer is a way that the agents can transfer their customers to a 3rd party(not between agents on the dialer) for things like Lead Verification, etc. There are first some settings that must be configured on the dialer’s Spitfire Campaign software:

1. Open Listmaker then Agents/Edit Agent and make sure that Can Transfer is configured to say Yes for any agents who will need this capability.
2. Also make sure that under Options/Preferences/General you have checked the     3 Way Call/Transfer option.
3. Now you must enable some Auxiliary Lines in the Campaign software to allow certain lines to be used for 3-way transfers. Click on the Lines1 or Lines 2 tab (depending on which lines you want to use for the transfers).
4. Right-click on the line(s) you wan to use which will bring up the Line Configuration window. Select the Auxiliary option and check the Transfer option.
5. After you click OK, the line will turn blue which indicates that it has been set aside for this function. Remember that Auxiliary lines will not be used for regular predictive dialing.

Agent 3-Way call (cont.) Agent Procedure:

1. When the Agent wants to transfer the customer to a third party, they will begin by clicking the Transfer button and entering the phone number of the 3rd party and clicking OK. The digits should be entered exactly as they need to be dialed, i.e. 12145551234.
2. After the Agent clicks OK, the customer will be put on hold and the Agent will be waiting for the 3rd party to answer the call. If they do not answer, the agent gets a voicemail, etc, the agent can then click Cancel Xfer and start over again.
3. Once the 3rd party picks up and is speaking to the Agent, the Agent has a couple of options. The Agent can click a Disposition button, such as Hit, in order to disconnect the Agent and connect the customer and 3rd party. The agent is now free to take another call from the dialer.
4. The other option for the Agent is to click the 3-Way/Flash if all 3 people want to be in the call together. Again, when the Agent is ready to disconnect from the call and resume taking calls from the dialer, he can click a disposition button. This will disconnect the agent from the 3-way call but leave the other 2 speaking until they actually hang up their individual phones.

14. Q: How does Agent Manual Dialing work? Close Window

A: Manual Dialing is a feature that allows an Agent to initiate a call from the Agent software. The Agent cannot be logged into a campaign when performing a Manual Dial. There are also some settings that must be configured first on the Spitfire dialer’s Campaign software:

1. Open Listmaker then Agents/Edit Agent and make sure that Can Manually Dial Out is configured to say Yes for any agents who will need this capability.
2. Also make sure that under Options/Preferences/General you have checked the Manual Dial option.
3. Now you must enable some Auxiliary Lines in the Campaign software to allow certain lines to be used for Manual Dialing. Click on the Lines1 or Lines 2 tab (depending on which lines you want to use for this feature).
4. Right-click on the line(s) you wan to use which will bring up the Line Configuration window. Select the Auxiliary option and check the Manual Dial option.
5. After you click OK, the line will turn blue which indicates that it has been set aside for this function. Remember that Auxiliary lines will not be used for regular predictive dialing.

Manual Dialing (cont.) Agent Procedure:

1. When the Agent is ready to initiate a manual dial, they should be logged out of the Campaign. However the Campaign must be up and running in order for the lines to be working.
2. The Agent will then type in the ten (10) digit phone number of the person they would like to call, no dashes or parentheses, into the Voice: field and click the Dial Out button.
3. Once the call is over, the Agent can click the HangUp button.

Note: This feature checks the number the agent is attempting to manually dial against the No calls list before it dials. Remember that Auxiliary lines will not be used for regular predictive dialing.

15. Q:  I have reworked a list in Listmaker Pro but when I select the list in Spitfire, it says it is still Empty or Exhausted. Close Window
A: This is usually because the list also needs to be run through the MySQL Reset in order to be able to load it back into the Spitfire software. MySQL Reset resets a parameter that doesn’t get reset when reworking a list with Listmaker Pro. To operate MySQL Reset, simply open it and select the list you just reworked. Then click Execute and after a few seconds (depending on the size of the list) you will be shown how many available records there are in the list. Then it is ready to use again. Note: This procedure only refers to the Pro(MySQL) version of Spitfire.

16. Q: I am trying to import a list (SpitfireX Pro) and when it finishes it says there were 0 records imported. I’m sure the file that I am importing has data in it. Close Window
A: This can be because of the name of the file you are importing, path to the file or if you have a database server but are trying to import data at the dialer itself.

1. Make sure that any files you import do not have any punctuation in the name or in the name of the folder(s) the file resides in.
2. If you have more than one dialer that is connecting to a database server, you must always import data that is on the database server’s hard drive.

17. Q: How can I import an Excel Spreadsheet with Listmaker to create a new list on the dialer? Close Window
A: Excel Spreadsheet files or .xls files can only be opened with Microsoft Excel. So you must convert the file to either a .csv (Comma Separated Values) or text file. You can do this with Excel but remember that unless you have installed Microsoft Excel on the dialer, you will not be able to even open .xls files there.

You will have to open the file on a machine which has Excel and then save the file again but change the Files of Type option that is right below where you name the file, to either CSV or text. This will create a new file that is in a format that is generic and can be imported with Listmaker on the dialer.

CALL 800-859 -5924 or 972-267-3279.

SPD Security Key

When purchasing SpitFire® system software, you will receive a SpitFire® Security Key (also called a "dongle"). The SpitFire® system software will not run without the Security Key. If you have purchased a turnkey system with computer included, the Security Key will arrive with the system, but will be wrapped separately to avoid damage during shipment. You will need to plug the Security Key into the computer's printer (parallel) port.

If you purchased SpitFire® software only, or SpitFire® software and board(s), you will need to attach the Security Key to your computer's printer port before installing the software. If you have a printer plugged into the parallel port, take out the printer cable, insert the Security Key and then plug the printer cable into the Security Key. This should not interfere with your printer. If you load the software onto another computer, you will have to put the Security Key in the parallel port of that computer before loading the software, and during operation.

The Security Key will be specific for the number of boards and the number of lines you have on one SpitFire® system. If you change boards or upgrade the software, the Security Key will have to be returned to us to be re-programmed. The re-programming charge is $25.00 plus shipping. If the Security Key is lost or stolen, the replacement price is the full price of the software license. Some people refer to a Dongle as a hasp.

SPD Adapter Converter

Converts 2 single-line phone jacks to one 2-line phone jack.

Every phone jack/cord has the capability of carrying up to 2 separate phone lines. The SPD Adapter Converter combines 2 phone lines, from two separate phone jacks, into one phone jack. See the diagram below.

Four line phones only offer 2 incoming line connections. If you want to connect 4 lines to a 4-line phone, you'll need to share 2 phone lines on each of the 2 incoming phone cords.

If your wall jacks do not already combine your lines, the Adapter Converter allows you to easily convert two single line jacks into one 2-line jack.

. Call 800-859-5924 or 972-267-3279.

SPD T1 Provisioning

Dedicated T-1 and T-3 services take more preparation and have a longer implementation time than their dial and switched counterparts.

• Ordering the service - typical dedicated services can take up to 45 days to install. It is a very, very good idea to allow more than 45 days for installation. This especially true when a location move is taking place or if you are in a remote location where services are limited.
• Checking equipment and interfaces - check your PBX, IP PBX, voice or data equipment to see if it has a T1 interface or whether you need to purchase one. Your equipment vendor can help with this - you'll also need to work with your vendor to be available to install and configure the T1 for the dialing equipment when the service has been installed.
• Make sure your equipment room is ready. One of the most common reasons a dedicated installation is delayed is because of some problem associated with the equipment room or running lines into the room.

      Check the following:

• Access to the room where the Dedicated T-1 and T-3 services are being installed - who has the key? Who's in charge?
• AC power - does the room have adequate power for any new equipment that's going in with the Dedicated T-1 and T-3 services?
• Air conditioning and ventilation - modern equipment is not terribly affected by heat but it's a good idea to check the requirements for sensitivity.
• Is there enough space in the room for any new equipment or cables? Does anything need to be moved? Can anything be changed to make it better?
• You may need a sheet of 3/4 inch plywood mounted on the wall of the equipment room or demarcation point (if you don't already have one) to mount terminals equipment, etc. associated with your new dedicated service.
• A good electrical ground! Some of the strangest and most difficult to find problems are associated with poor electrical grounds - ask your equipment installer or an electrician to check yours.

FCC Registration Number

Every Dialogic board has a sticker with the Federal Communications Commissions (FCC) Registration Number on it. The FCC Registration number depicted in these pictures is a mock up and does not exist. Look in this similar place for the manufacturer’s sticker in the installed card within your SpitFire® System. The installed Dialogic card or board will be vertical and you can access it by looking at the rear of your SpitFire.

SPD Software Model Number Locations

Your SpitFire® Dialer may have been identified with a clear sticker on the outside of the case.

If not locate your software on the desktop and double click with the left mouse button launch it.

On the tile bar you will see the version number of your SpitFire® Software as shown in the image above.

You can also right click on the software and go to properties. The version tab will identify the software version. See the two sample images to see where the number is located. This example is for the AutoDialer Software, your predictive dialer version number work exactly the same but will be identified by a different number.

Install a Dialogic Board

Before you begin using your dialer, you will need to install the Dialogic Board. It was packed separately in bubble-wrap to protect it from damage during shipment.

Simply follow the easy step-by-step instructions below and you'll be up and running in no time. Always use a static strap to avoid static discharge onto any computer board your installing.

Using a Phillips screwdriver, remove the two screws holding the side panel, and set the panel aside.

Next, remove the screw above the empty bay.

Locate the ISA slot where the Dialogic board will install.

Lay the PC on its side in order to more easily install the board. Grip the board lightly by its plastic edges.

Gripping the board lightly by its plastic edges, gently slide downward into place.

Line up the gold teeth of the board with the ISA slot and press gently downward. You may have to rock the board slightly from end to end (not sideways) to get it to seat firmly.

When the board is seated in place, secure it by replacing the screw you removed earlier.

If you are installing multiple boards, you will need to connect the light gray SC Bus cable as shown (included with boards).

Connect both boards as shown and allow the remainder of the cable to rest to one side, inside the PC, without interfering with other components.

Replace the side panel.

Plug in the RJ11 phone lines into the Dialogic board.

Plug the "dongle" (security key) into the printer port and you're ready to start your system! If you want to use a printer also, you can plug it into the back of the dongle.

If you have purchased software and board only, you may need to move the IRQ Jumpers.

The position of the jumpers depends on how you have the software configured. Contact Tech Support at 972-406-0851 for assistance. This example is using a tower computer. In a rackmount setting their maybe a backplane that is holding all the cards in place. It will require you to remove it and re-insert it when done installing the dialogic board.

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