SpitFire Resources



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SIP Hardware Requirements:
SpitFire Enterprise for Over 100 Agents
SpitFire Enterprise for 100 Agents
SpitFire Enterprise for 50 Agents
SpitFire Enterprise for 30 Agents
SpitFire Enterprise for 20 Agents
SpitFire Enterprise for 12 Agents
SpitFire Enterprise for 8 Agents
SpitFire Enterprise for 4 Agents
Agent Station Requirements:
Agent Workstations
Windows Remote Agent Workstations
Web Agent Requirements
VM Requirements:
SpitFire Enterprise Virtual Environment

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Telemarketing Links

DISCLAIMER: The materials on this website are provided for informational purposes only. They do not constitute legal advice, nor do they necessarily reflect the opinion of OPC Marketing, LLC. There is no implicit guarantee that this information is correct, complete, or up-to-date. You should not rely on any of this information without consulting an attorney.

Do Not Call Portal
FCC Telemarketing Portal
TCPA PDF
T1 Requirements:
SEP T1
Flat T1 Provisioning
PRI T1 Provisioning
Service Partners
Voxtelesys - Sip Service Provider

Network Icon

Network Diagrams:
SIP Standalone Network
SIP Single Network with Recording
SIP with PBX Single Subnet
PRI with PBX on Single Subnet
PRI Split to Carrier and PBX
SIP Dual NIC w/IP PBX Single ISP Segmented Network
Recommended Routers & Switches:
Routers & Switches
Integration Information:
CRM Integration
PBX Integration
SEP API Information

Hardware Requirements

Dialer Server

The dialer will need to be evaluated by a SpitFire solutions engineer for configuration requirements.

SQL Server

The SQL server will need to be evaluated by a SpitFire solutions engineer for configuration requirements.


Agent Workstations

Minimum Requirements - Additional applications on agent station may degrade system performance.
Intel Core i3 Processor or higher
Windows 7 Pro or higher
4GB RAM or higher
NIC Card 100/1000
Hard Drive – 40+ GB free space
.Net 3.5 & .Net 4.0 (free download at http://www.microsoft.com/download/en/details.aspx?id=17851 )
Agent screen resolution min – 1024 x 768
Manager screen resolution min – 1280 x 1024

Headsets

USB Headset with softphone software (i.e., Zoiper- free download)
Or, Integrate to IP Phone System

SIP Trunks

100kbps dedicated Bandwidth up and down per line (not DSL) One Static IP Address

Network

The network will need to be evaluated by a SpitFire solutions engineer for configuration requirements. If agents are logging in from a remote location outside of the internal network, a VPN will be necessary from the dialer server. If agents are logging in from a remote location outside of the internal network, a VPN will be necessary from the dialer server.
* The above recommendations are based on a standard 2 line per agent ratio. Additional lines or features may require different hardware specifications.

Dialer Server

CPU – (2) Dual Quad Core Zeon 3.0+ GHz, with 12+ MB Cache or higher
RAM – 24 GB or higher
NIC Card – (2) 100/1000 (2nd card needed if integrating to SIP PBX and Carrier separately.)
Hard Drive – 500+ GB free space
OS – Windows Server 2012 or Higher
SQL – Must run Microsoft SQL Server 2012 Standard or higher on separate server
No Laptops

SQL Server

CPU – Quad Core Zeon or higher
RAM – 16 GB or higher
NIC Card – 10/100/1000
Hard Drive – 500GB+
Redundant Power Supply


Agent Workstations

Minimum Requirements - Additional applications on agent station may degrade system performance.
Intel Core i3 Processor or higher
Windows 7 Pro or higher
4GB RAM or higher
NIC Card 100/1000
Hard Drive – 40+ GB free space
.Net 3.5 & .Net 4.0 (free download at http://www.microsoft.com/download/en/details.aspx?id=17851 )
Agent screen resolution min – 1024 x 768
Manager screen resolution min – 1280 x 1024

Headsets

USB Headset with softphone software (i.e., Zoiper- free download)
Or, Integrate to IP Phone System

SIP Trunks

100kbps dedicated Bandwidth up and down per line (not DSL) One Static IP Address

Network

The network will need to be evaluated by a SpitFire solutions engineer for configuration requirements. If agents are logging in from a remote location outside of the internal network, a VPN will be necessary from the dialer server. If agents are logging in from a remote location outside of the internal network, a VPN will be necessary from the dialer server.
* The above recommendations are based on a standard 2 line per agent ratio. Additional lines or features may require different hardware specifications.

Dialer Server

CPU – Quad Core Zeon 2.8+ GHz, with 12+ MB Cache or higher
RAM – 16+ GB DDR3 or higher
NIC Card – (2) 100/1000 (2nd card needed if integrating to SIP PBX and Carrier separately.)
Hard Drive – 500+ GB free space
OS – Windows Server 2012 or Higher
SQL – Must run Microsoft SQL Server 2012 Standard or higher
No Laptops

SQL Server

CPU – Quad Core Zeon or higher
RAM – 16 GB or higher
NIC Card – 10/100/1000
Hard Drive – 500GB+
Redundant Power Supply


Agent Workstations

Minimum Requirements - Additional applications on agent station may degrade system performance.
Intel Core i3 Processor or higher
Windows 7 Pro or higher
4GB RAM or higher
NIC Card 100/1000
Hard Drive – 40+ GB free space
.Net 3.5 & .Net 4.0 (free download at http://www.microsoft.com/download/en/details.aspx?id=17851 )
Agent screen resolution min – 1024 x 768
Manager screen resolution min – 1280 x 1024

Headsets

USB Headset with softphone software (i.e., Zoiper- free download)
Or, Integrate to IP Phone System

SIP Trunks

100kbps dedicated Bandwidth up and down per line (not DSL) One Static IP Address

Network

The network will need to be evaluated by a SpitFire solutions engineer for configuration requirements. If agents are logging in from a remote location outside of the internal network, a VPN will be necessary from the dialer server. If agents are logging in from a remote location outside of the internal network, a VPN will be necessary from the dialer server.
* The above recommendations are based on a standard 2 line per agent ratio. Additional lines or features may require different hardware specifications.

Dialer Server

CPU – Intel Core i7 6th Gen or higher
RAM – 16+ GB DDR3 or higher
NIC Card – (2) 100/1000 (2nd card needed if integrating to SIP PBX and Carrier separately.)
Hard Drive – 120+ GB free space
OS – Windows Server 2012 or Higher
SQL – Microsoft SQL Server 2012 Standard or SQL Server 2012 Standard – up to 10GB
No Laptops

SQL Server (Optional)

CPU – Intel i5 or higher
RAM – 8 GB or higher
NIC Card – 10/100/1000
Hard Drive – 100GB+


Agent Workstations

Minimum Requirements - Additional applications on agent station may degrade system performance.
Intel Core i3 Processor or higher
Windows 7 Pro or higher
4GB RAM or higher
NIC Card 100/1000
Hard Drive – 40+ GB free space
.Net 3.5 & .Net 4.0 (free download at http://www.microsoft.com/download/en/details.aspx?id=17851 )
Agent screen resolution min – 1024 x 768
Manager screen resolution min – 1280 x 1024

Headsets

USB Headset with softphone software (i.e., Zoiper- free download)
Or, Integrate to IP Phone System

SIP Trunks

100kbps dedicated Bandwidth up and down per line (not DSL) One Static IP Address

Network

The network will need to be evaluated by a SpitFire solutions engineer for configuration requirements. If agents are logging in from a remote location outside of the internal network, a VPN will be necessary from the dialer server. If agents are logging in from a remote location outside of the internal network, a VPN will be necessary from the dialer server.
* The above recommendations are based on a standard 2 line per agent ratio. Additional lines or features may require different hardware specifications.

Dialer Server

CPU – Core i5 2.8+ GHz 6th Gen
RAM – 16 GB or higher
NIC Card – (2) 100/1000 (2nd card needed if integrating to SIP PBX and Carrier separately.)
Hard Drive – 100+ GB free space
OS – Windows Server 2012 or Higher
SQL – Must run Microsoft SQL Server 2012 Standard or higher on separate server
No Laptops

SQL Server (Optional)

CPU – Intel Core i5+
RAM – 16 GB or higher
NIC Card – 10/100/1000
Hard Drive – 500GB+
Redundant Power Supply


Agent Workstations

Minimum Requirements - Additional applications on agent station may degrade system performance.
Intel Core i3 Processor or higher
Windows 7 Pro
4GB RAM or higher
NIC Card 100/1000
Hard Drive – 40+ GB free space
.Net 3.5 & .Net 4.0 (free download at http://www.microsoft.com/download/en/details.aspx?id=17851 )
Agent screen resolution min – 1024 x 768
Manager screen resolution min – 1280 x 1024

Headsets

USB Headset with softphone software (i.e., Zoiper- free download)
Or, Integrate to IP Phone System

SIP Trunks

100kbps dedicated Bandwidth up and down per line (not DSL) One Static IP Address

Network

The network will need to be evaluated by a SpitFire solutions engineer for configuration requirements. If agents are logging in from a remote location outside of the internal network, a VPN will be necessary from the dialer server. If agents are logging in from a remote location outside of the internal network, a VPN will be necessary from the dialer server.
* The above recommendations are based on a standard 2 line per agent ratio. Additional lines or features may require different hardware specifications.

Dialer Server

CPU – Intel Core i5 6th Gen 2.8 GHz or higher
RAM – 16 GB or higher
NIC Card – (2) 100/1000 (2nd card needed if integrating to SIP PBX and Carrier separately.)
Hard Drive – 500+ GB free space
OS – Windows Server 2012 or Higher
SQL – Must run Microsoft SQL Server 2012 Standard or higher on separate server
No Laptops

Agent Workstations

Minimum Requirements - Additional applications on agent station may degrade system performance.
Intel Core i3 Processor or higher
Windows 7 Pro
4GB RAM or higher
NIC Card 100/1000
Hard Drive – 40+ GB free space
.Net 3.5 & .Net 4.0 (free download at http://www.microsoft.com/download/en/details.aspx?id=17851 )
Agent screen resolution min – 1024 x 768
Manager screen resolution min – 1280 x 1024

Headsets

USB Headset with softphone software (i.e., Zoiper- free download)
Or, Integrate to IP Phone System

SIP Trunks

100kbps dedicated Bandwidth up and down per line (not DSL) One Static IP Address

Network

The network will need to be evaluated by a SpitFire solutions engineer for configuration requirements. If agents are logging in from a remote location outside of the internal network, a VPN will be necessary from the dialer server. If agents are logging in from a remote location outside of the internal network, a VPN will be necessary from the dialer server.
* The above recommendations are based on a standard 2 line per agent ratio. Additional lines or features may require different hardware specifications.

Dialer Server

CPU – Intel Core i5 6th Gen 2.8 GHz or higher
RAM – 8 GB or higher
NIC Card – (2) 100/1000 (2nd card needed if integrating to SIP PBX and Carrier separately.)
Hard Drive – 100+ GB free space
OS – Windows 7 Pro or Higher
SQL – Must run Microsoft SQL Server 2012 Standard or higher on separate server
No Laptops


Agent Workstations

Minimum Requirements - Additional applications on agent station may degrade system performance.
Intel Core i3 Processor or higher
Windows 7 Pro
4GB RAM or higher
NIC Card 100/1000
Hard Drive – 40+ GB free space
.Net 3.5 & .Net 4.0 (free download at http://www.microsoft.com/download/en/details.aspx?id=17851 )
Agent screen resolution min – 1024 x 768
Manager screen resolution min – 1280 x 1024

Headsets

USB Headset with softphone software (i.e., Zoiper- free download)
Or, Integrate to IP Phone System

SIP Trunks

100kbps dedicated Bandwidth up and down per line (not DSL) One Static IP Address

Network

The network will need to be evaluated by a SpitFire solutions engineer for configuration requirements. If agents are logging in from a remote location outside of the internal network, a VPN will be necessary from the dialer server. If agents are logging in from a remote location outside of the internal network, a VPN will be necessary from the dialer server.
* The above recommendations are based on a standard 2 line per agent ratio. Additional lines or features may require different hardware specifications.

Dialer Server

CPU – Intel Core i5 6th Gen 2.4 GHz or higher
RAM – 8 GB or higher
NIC Card – (2) 100/1000 (2nd card needed if integrating to SIP PBX and Carrier separately.)
Hard Drive – 500+ GB free space
OS – Windows 7 Pro or Higher
SQL – Must run Microsoft SQL Server 2012 Standard or higher on separate server
No Laptops

Agent Workstations

Minimum Requirements - Additional applications on agent station may degrade system performance.
Intel Core i3 Processor or higher
Windows 7 Pro
4GB RAM or higher
NIC Card 100/1000
Hard Drive – 40+ GB free space
.Net 3.5 & .Net 4.0 (free download at http://www.microsoft.com/download/en/details.aspx?id=17851 )
Agent screen resolution min – 1024 x 768
Manager screen resolution min – 1280 x 1024

Headsets

USB Headset with softphone software (i.e., Zoiper- free download)
Or, Integrate to IP Phone System

SIP Trunks

100kbps dedicated Bandwidth up and down per line (not DSL) One Static IP Address

Network

The network will need to be evaluated by a SpitFire solutions engineer for configuration requirements. If agents are logging in from a remote location outside of the internal network, a VPN will be necessary from the dialer server. If agents are logging in from a remote location outside of the internal network, a VPN will be necessary from the dialer server.
* The above recommendations are based on a standard 2 line per agent ratio. Additional lines or features may require different hardware specifications.

Agent Station Requirements

Agent Workstations

Minimum Requirements - Additional applications on agent station may degrade system performance.
Intel Core i3 Processor or higher
Windows 7 Pro or higher
4GB RAM or higher
NIC Card 100/1000
Hard Drive – 40+ GB free space
.Net 3.5 & .Net 4.0 (free download at http://www.microsoft.com/download/en/details.aspx?id=17851 )
Agent screen resolution min – 1024 x 768
Manager screen resolution min – 1280 x 1024

Headsets

USB Headset with softphone software (i.e., Zoiper- free download)
Or, Integrate to IP Phone System

Stand Alone Environment

(Definition: SpitFire Enterprise Predictive (SEP) is setup in a typical network behind a firewall/router/modem) Remote agents require a VPN for voice traffic between the agent(s) and the SEP Server. Port forwarding DOES NOT WORK in this environment because of the incomplete routing and/or Network Address Traversal (NAT) breaks the SIP/RTP traffic. Software VPN’s are not recommended due to changes that occur in VPN software.

Integrated Environments

(Definition: SEP is setup to connect to another device to pass calls, typically a phone system, either IP or PSTN based) Integrated enviroments allow VPN or port forwarding for data traffic. In these cases, voice traffic is handled through the integration and is not handled by SEP. Only the agent data needs to be addressed by either a VPN or port forwarding through the firewall/router. NOTE: Customers are responsible for VPN setup and troublshooting. OPC Marketing, Inc. DOES NOT setup or troubleshoot or support VPN’s.

Headsets

USB Headset with softphone software

Headsets

USB Headset with softphone software (i.e., Zoiper - free download) Or, Integrate to IP Phone System

Requirements for SpitFire Web Agent w/WebRTC

  • IIS 7.5 or greater
  • TCP Ports 80, 443, 8080-8090, and 61052 forwarded on a static IP to the dialer system
    • For added security white list the IP’s that can connect on these policies.
    • STUN protocol allowed for 49152-49XXX
  • FQDN SSL Certificate. Can be a subdomain eg, dialer.company.com
    • Cannot be a self-signed certificate, needs to be from a CA
    • Need .pfx, and .crt files for certificate
    • .crt should be a CA Certificate file
    • .pfx can be exported from another IIS install and set with a password
    • .pfx password
  • DNS set for FQDN/Subdomain to be pointed to dialer
    • A record added for FQDN/Subdomain

VM Requirements

0-20 Agents -

CPU – 4 Cores Dedicated
RAM – 8GB Dedicated
NIC Card – 100/1000 w/Static Local IP (2nd card needed if integrating to SIP PBX and Carrier separately.)
Hard Drive – 100+ GB free space
USB Hosting Software - Either integrated through the VM host or through a 3rd party program to host the USB Dongle so the dialer can see the dongle.
VM Should have the dialer instance set to high or highest processing priority due to SIP/VOIP being time sensitive communication, audio errors develope on overloaded VM hosts.

21-50 Agents -

CPU – 6 Cores Dedicated
RAM – 16GB Dedicated
NIC Card – 100/1000 w/Static Local IP (2nd card needed if integrating to SIP PBX and Carrier separately.)
Hard Drive – 100+ GB free space
USB Hosting Software - Either integrated through the VM host or through a 3rd party program to host the USB Dongle so the dialer can see the dongle.
VM Should have the dialer instance set to high or highest processing priority due to SIP/VOIP being time sensitive communication, audio errors develope on overloaded VM hosts.

51+ Agents -

CPU – 8 Cores Dedicated
RAM – 16GB Dedicated
NIC Card – 100/1000 w/Static Local IP (2nd card needed if integrating to SIP PBX and Carrier separately.)
Hard Drive – 100+ GB free space
USB Hosting Software - Either integrated through the VM host or through a 3rd party program to host the USB Dongle so the dialer can see the dongle.
VM Should have the dialer instance set to high or highest processing priority due to SIP/VOIP being time sensitive communication, audio errors develope on overloaded VM hosts.

T1 Requirements

Dialer Server

Dual Core 2.8GHz Processor
2GB RAM 160 GB HD
100/1000 NIC Card
DVDRW Windows XP Pro, Windows 7 Pro (preferred), or Windows Server 2008
SQL – Express (free version) up to 10 GB file sizes. Over 10GB will require Microsoft SQL Server 2012 Standard or SQL Server 2012 Standard on separate server
 

Agent Workstations

Core Duo Processor or higher 
Windows 7 Pro (Windows Classic or basic background)
2GB RAM or higher
NIC Card 100/1000
Hard Drive – 40+ GB free space
 
Agent screen resolution min – 1024 x 768
Manager screen resolution min – 1280 x 1024
 

Headsets

Analog Headset with amplified Base
Or, Integrate to Phone System using Analog or T1 card(s)

Network

If on a LAN, make sure you have a suitable business-class router and switch. If you run “remote” agents from another location, use a VPN Router at the Dialer Server.  See recommended routers and switches.

Recommended Routers & Switches

Routers & Switches 1-10 Agents

Linksys
Edgwater

Routers & Switches 10-19 Agents

Cisco 1900 series or better router
Cisco 2000 series Small Business Stackable Managed or better Switches

Routers & Switches 20-39 Agents

Cisco 2900 series or better router
Cisco Catalyst 3700 Series or better Switches

Routers & Switches 40-74 Agents

Cisco 3900 series or better router
Cisco Catalyst 4900 Series or better Switches

Routers & Switches 75+ Agents

Cisco ASA 5510
Cisco Catalyst 6500 Series Switches
* OPC Marketing does not configure or support routers.

Network Diagrams

Integration Information

There are two options currently for integrating the SpitFire Enterprise Predictive (SEP) Software to CRM applications on the Agent’s Screen.
 
Windows-based CRM applications- A “Keystroke Command” can be used to look up existing customer records in the CRM automatically when the call is connected to the Agent, and/ or give the agent the ability to create new records in the CRM with a single mouse-click. This can also be used to update existing records in the CRM.
 
Web-based CRM applications- A Query String” command to look up existing records, and a “Keystroke” command to create new records/update records.
 
Keystroke Commands for Windows-based CRMs
A sequence of keystrokes (Macro) can be sent to a Windows application when the call is sent to the Agent. This can be used for an automatic lookup or to create a new record and update existing records in a Windows-based application on the Agent screen. This option is a custom-written macro our Programmers will provide, after data fields are identified and specified. The CRM must be capable of using a “keystroke” command to perform functions, such as a “Ctrl+S” for Save.
 

URL Query String Commands for Web-based CRMs

A “URL Query string” can be sent when the live call is transferred to the Agent. This is the data that is sent to the Agent with the call. When an Agent gets a call, the agent application opens up the URL specified in the dialing script at the server.
Also, the Agent software adds the following parameters to the URL request:

?Agentname=Name of Agent
&Agentemail=Agentemail
&AgentID=Agent ID
&CustomerID =Customer ID
&Name= Client Name
&Firstname= First Name
&Lastname= Last Name
&Company= Company
&Address= Address
&City= City
&State= State
&Country= Country
&ZipCode= Zipcode
&VoicePhone= VoicePhone
&SecVoicePhone= Secvoicephone
&HomePhone=HomePhone
&CellPhone= CellPhone
&FaxPhone= FaxPhone
&Email= Client’s Email
&Website=Website
&ClientID=Client Record’s ID
&Note=Notes
&CampaignName=Name of Campaign
&ListName=Name of DialingList
&Disposition=Name of the disposition, if present

 
The URL also contains the Custom fields assigned to that campaign in the same format. To create new records and update existing records in the CRM, a “Keystroke” macro will also need to be written. Enterprise Dialer software already integrates with many popular CRM programs similar to ACT and Salesforce, as well as many others. However, depending on the CRM software, we may need to test the application to make sure that it can interface.
 
This document is intended to give a general idea of integration with a PBX. Due to the proprietary nature of PBX’s, the information presented here may not work, however we will be happy to test connectivity. In all cases, from all ports, we must be able to either dial an extension and an outside line. Custom setups can also include direct connection from the carrier to the SpitFire Enterprise System and another connection to the PBX to connect to the agents only. In that scenario, The SpitFire Enterprise system would handle the outbound calls and only create the voice path to the agents through the PBX.

Analog connection

Dial tone and disconnect supervision required

T1 (CAS)

The circuit must be provisioned as D4 AMI, SF (Super Frame), with E&M signaling
Wink start is the standard; however there are several choices we can go with on the type Wink start, i.e. Immediate Wink, etc…
 
In most cases, you will need T1 or voice crossover cable. You can use almost any search engine to find the pin outs to make the cable yourself if you do not choose to purchase one. Make sure that it is not confused with a data crossover cable.

PRI/E1/J1

Standard framing for PRI is B8ZS, ESF (Extended Super Frame)
ISDN protocols supported are NI2, DMS, 5ESS, 4ESS, CTR4, QSIG
The PBX must be able to Network for the D-channel.
 
In most cases, you will need T1 or voice crossover cable. You can use almost any search engine to find the pin outs to make the cable yourself if you do not choose to purchase one. Make sure that it is not confused with a data crossover cable.

SIP

Connection info varies as requirements for IP PBX’s vary by the make. There are generally 2 connection requirements:
  1. The PBX emulates the carrier or register as an extension
  2. The authentication can IP based or use PBX provided credentials such User/Authentication name and Password.
Other credentials can also be used but varies on the PBX model. More advanced configurations can be acquired by conference call and testing.
 
All PBX integrations will be tested prior to installation.
3CX (SIP)
Mitel (SIP and T1)
Digium,  Asterisk, SwitchVox (all connection types)
AVAYA Key, Definite, IP Office (T1 and SIP with Avaya provided session border controller. SIP does not support AVAYA Version 9+)
Nortel Modular ICS, Meridian, Option 11, BCM 400 (T1 and analog)
NEC 124I, Elite, Neax7400 (T1)
NEC 8100, 9100, SL 1100 (SIP)
Samsung Key, 7200 (analog)
Fonality PBXtra, trixbox (all connection types)
Toshiba, Strata (analog, T1)
Panasonic Key (analog)
Epygi (T1)
Intertel (T1 and analog)
Shoretel (PRI and SIP)
Allworx (SIP)
Broadsoft (SIP)
Velocify (SIP)
 

Cisco VoIP Gateway and CBeyond (using Cisco IAD's- approval based on model) Cisco Unified Communications products require the Cisco Unified Border Controller (CUBE) Session Border Controller or the Cisco UCM (Call Manager) and require that it be setup to emulate a SIP trunk with IP authentication. *Cisco UC320 NOT compatible.

 
*OPC Marketing does not support customer's PBX system; however we are available to speak to your PBX vendor for configuration and setup requirements. All integrations entail testing prior to installation.

What is an API?

An application-programming interface (API) is a set of programming instructions and standards for accessing a Web-based software application or Web tool. An API is a software-to-software interface, not a user interface. With APIs, applications talk to each other without any user knowledge or intervention. Call Centers often use the SpitFire API to automatically insert online live leads into the dialer.

The SpiFire API makes it possible to add/delete/update leads in specified list, add or delete a lead from DNC list, search if a lead exists in a list, and also export dialed numbers from history. Comprehensive API documentation as well as sample code provided below.

SpitFire API Documentation v5.3.16

SpitFire API