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SpitFireDialers

Hardware Requirements

50+ Agents

​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 2016 or Higher
SQL – Microsoft SQL Server 2017 Standard or higher


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 11 Pro or higher
16GB RAM or higher
NIC Card 100/1000
Hard Drive – 40+ GB free space
Microsoft .Net 4.6.1

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. 
* The above recommendations are based on a standard 2 line per agent ratio. Additional lines or features may require different hardware specifications.
25 Agents

​​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 2016 or Higher
SQL – Microsoft SQL Server 2017 Standard or higher


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 11 Pro
16GB RAM or higher
NIC Card 100/1000
Hard Drive – 40+ GB free space
Microsoft .Net 4.6.1

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.
* The above recommendations are based on a standard 2 line per agent ratio. Additional lines or features may require different hardware specifications.
10 Agents

​​Dialer Server

CPU – Intel Core i5 10th 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 2016 or Higher
SQL – Microsoft SQL Server 2017 Standard or higher


Agent Workstations

Minimum Requirements - Additional applications on agent station may degrade system performance.
Intel Core i3 Processor or higher
Windows 11 Pro
16GB RAM or higher
NIC Card 100/1000
Hard Drive – 40+ GB free space
Microsoft .Net 4.6.1

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. 
* The above recommendations are based on a standard 2 line per agent ratio. Additional lines or features may require different hardware specifications.
4 Agents

Dialer Server

CPU – Intel Core i5 10th Gen 2.4 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 11 Pro or Higher
SQL – Microsoft SQL Server 2017 Express or higher


Agent Workstations

Minimum Requirements - Additional applications on agent station may degrade system performance.
Intel Core i3 Processor or higher
Windows 11 Pro
16GB RAM or higher
NIC Card 100/1000
Hard Drive – 40+ GB free space
Microsoft .Net 4.6.1

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.
* The above recommendations are based on a standard 2 line per agent ratio. Additional lines or features may require different hardware specifications.

VM Requirements

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 develop 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 develop on overloaded VM hosts.
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 develop on overloaded VM hosts.

Integration Information

CRM Integration
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.
PBX Integration
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.

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.
Supported PBX Integrations:
3CX (SIP)
Mitel (SIP)
Digium,  Asterisk, SwitchVox 
AVAYA Key, Definite, IP Office
NEC 8100, 9100, SL 1100 
Fonality PBXtra
Shoretel
Allworx 
Broadsoft
Velocify

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.
SEP API

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 Demo