SpitFire® X e-AGENT Software Startup

About e-AGENT
SpitFire's e-AGENT Product is a revolutionary web based call transfer agent built from the ground up. Administrators will love the way they add and organize agents in this system. Agents will love the simplicity of "Searching" for customer record data.

Logging in:
The system can be logged in by either an Administrator or an Agent, lets look at the process the Agent uses to interact with a customer. Upon opening a browser and going to your e-AGENT Home page URL the following screen appears:

Agent's Homepage
Here is the introduction to the SpitFire® e-AGENT interface. A mini help page.

Spitfire's e-AGENT Application, explanation of buttons used on the eAGENT's interface toolbar (Blue with white type and red squares) above.

Home - Agents Home - Welcome to Spitfire's e-AGENT Application !!! Login and see late breaking news, new features's tips and more on the SpitFire® e-AGENT remote agent desktop application.

Search - (Agent Search For Client Information) This Agents Screen is used to search for clients by Telephone number or Client ID. Automatically populates from a MySQL database upon call connection. Assign and update customers values like address, city state zip code and call disposition in real time.

Logout - (Logout Of The Application) Logout of the system. All activities are terminated. Used at end of shift or when away from the system for more than a few minutes.

Privacy Policy - e-AGENT's official statement on the type of information collected, how the information will be used, how the person can access this data and the steps for having the data removed. A privacy statement will also usually include information regarding systems that are in place to protect the information of web site visitors.

Terms of Use - Please read the following legal notices carefully. Your use of this web application constitutes your agreement with the terms and conditions set forth in the T.O.U.. These terms and conditions may be changed or updated at any time. You are responsible for reviewing them periodically for current information.

Additional legal notices regarding specific products, services, as well as conditions, restrictions or disclosures may be described on "sub sites" within OPC-marketing's main website. OPC is not Legal Council and does not offer any type of legal advice, contact a law professional in your area for any questions you have. To schedule a demo of SpitFireX please CALL 800-859 -5924 or 972-267-3279 or contact us thru this online form: Contact OPC. Go to the top of the page [Top].

Client Search

Click on "Search" - (Along the blue toolbar on top). When the cursor goes over
the Search link the graphic will highlight and the arrow cursor will turn into a hand. The Orange Squares will turn Green "GO". This is called a mouse over showing the search is clickable.

Client Search Page:

Clicking the mouse down with the left button (click once on SEARCH) brings up the
client information search page:

Change Mode to Search by Phone

Select the drop down list next to the Client ID:

• Hold the left mouse button down on the triangle shape in the drop down menu box, the menu will expand downward.
  
  
  
  
  
• Drag down and highlight/select the"Voice Phone #" option.
  
  
  
  
  
• The "Voice Phone #" option is chosen.
  
  

• Move the mouse into the "Look Up Code:" input field.

• Click down on the left mouse button and the arrow cursor turns into an "I-Beam" Cursor.

• Use the keyboard to type in the telephone number. Don't use any dashes or parenthesis, just the number with the area code: XXXXXXXXX

• Select the "Search" button and click on it to start the client "Voice Phone #" information search (It will move because it's another mouse over item).

Next the Result of the Client information search by phone number. CALL 800-859 -5924 or 972-267-3279 or contact us thru this online form: Contact OPC. Go to the top of the page [Top].

Client Search Results

The "Search" Button - queries your MySQL e-Agent database, and if a record
exists the database will populate the screen like the following example. The system has retrieved our example customers details and has populated the e-Agent Interface screen by searching for a Voice Phone Number.

Editing Client's Information:

In this example we will edit the customers city. To edit the "Tyler's" city, move the cursor with the mouse and double click inside of the "City" input field:

This will highlight the entire word "Wilmington". Alternately you can click and drag across the word "Wilmington" to select it as well.

Type the new City "Wash|".

"Washington|".

Now change the "State" by clicking down with the left mouse button.

The drop down list in the United States version of e-AGENT has all 50 states listed drag down to DC-Washington D.C. to highlight that choice.

This list can be customized according to the country used, contact your SpitFire® representative at OPC.

Leave go of the left mouse button, the highlighted DC-Washington D.C. is selected.

After you are finished editing this record click on any of the "Call Disposition " buttons on the right to save the editing changes to the Customers "City" and "State".

Next, will discuss the Call Disposition Buttons.CALL 800-859 -5924 or 972-267-3279 or contact us thru this online form: Contact OPC. Go to the top of the page [Top].

Call Disposition

The "Call Disposition " Buttons* - are used by an Agent to put a type of value on the call. They allow the system to tag the customer record and subsequent follow up calls with a type of score or judgment on a possible current or future sale.

These call disposition buttons are fully customizable by the Administrator.	Hang Up Button - Customer puts a telephone receiver back in its cradle, ending the call.
	AM Button - The system connected to an answering machine at the dialed number
	Other Button - This is a call disposition that falls into no other predefined category and may be followed up with notes in the "USER FIELDS" category.
	Hot Button - Hot call - a call to a potential client with whom you have already had a conversation with, making the call a follow-up to see if the person has any final questions, make the transaction or to set up a final appointment to close.
	Warm Button- Warm call - a call to a potential client that you know something about, have already spoken to, or have already met in person that seemed positive about the offering.
	Cold Button- Cold call - a call to someone you have never met nor talked to who was vague and uninterested at this time.
	User1 Button - One of Two Values defined by the individual Agent.
	User2 Button - Second of Two Values defined by the individual Agent.
	No Call Button - Used to add the customer record to the "Do Not Call" records within the MySQL database. Does not add person to any National DNC records.
	Cancel Button - Cancels the Record from being updated in anyway.

*The Call Disposition button values or names are Assigned and customized by the Administrator or Supervisor of your e-AGENT system(s). So any possible name or abbreviation can be applied to the faces of the buttons. Your Companies call button dispositions may vary from our example call disposition buttons pictured.

Editing Client's Disposition:

In this example we will edit the customers call disposition.

Tyler was interested in our sales call and wanted some time to think about our offer.

To edit the "Tyler's" call disposition, move the cursor with the mouse and left click on top of the "Warm"call disposition button:

The record is automatically saved once any of the call buttons are clicked.

The next day the System kicked out the "Warm" call disposition names to ListMakerv10.

Tyler's retrieved customer record was redialed, connected to e-AGENT and the Agent determined this customer was a "HOT" sales lead:

The Agent moves the cursor with the mouse and left clicked on top of the "Hot"call disposition button, saving Tyler's new call disposition. SpitFire® e-AGENT is ready for the next customer look-up.

Next we'll discuss the Administrator interface and functions. CALL 800-859 -5924 or 972-267-3279 or contact us thru this online form: Contact OPC. Go to the top of the page [Top].

Logging in as the Administrator:

The system can be logged in by either an Administrator or an Agent, lets look at the process the Administrator uses to add, edit or delete the Agents. Upon opening a browser and going to your e-AGENT Home page URL the following screen appears:

Administrator Login

Login with your credentials supplied by OPC-Marketing:

• Passwords and User Names are not case sensitive.
  
  
• Click the blue Login Button to continue.

The Application knows where to go and bring up the correct page depending
on what level of a user you are.


If you want you can have e-AGENT and your browser automatically fill in the login screen, type the first letter, then just click the "Login" button for access to the application. Here is a Link to Microsoft on how auto fill works in Internet Explorer. Most new browsers have this auto fill feature available. If you are using a publicly available or shared computer you may want to disable this feature.

Administrator Home Page

The Administrator's Home Page Appears:

Administrator's Homepage

Here is the introduction to the SpitFire® e-AGENT interface.

Spitfire's e-AGENT Application, explanation of buttons used on the ADMIN's interface toolbar.

Explanation of buttons used on the BLUE horizontal admin's toolbar above "Home - User Defined Disposition - Agent List - Add Agent - Assign Campaign". There are also 2 links at the bottom of the page "Privacy Policy and Terms of Use":

Home - Administrators Home - Welcome to Spitfire's e-AGENT Application !!!
Login and see late breaking news, new features's tips and
more on the SpitFire® e-AGENT remote agent desktop application.

User Defined Disposition - (Agent Button Specifications) This Screen is used to setup and customize your agents call disposition buttons. Assign any values you define like hot call, cold call and other personalized call center meanings.

Agent List - (List of Current Call Center Agents) Choose lists of agents to assign to your campaign. Assign Agent lists based on shifts, expertise and other criteria.

Add Agent - (Add New Agents) Add new Agents, assign expertise, descriptions and more.
Assign Agents the SpitFire® e-AGENT remote agent desktop application.

Assign Campaign - Assign Agents to particular campaigns on the SpitFire® e-AGENT
remote agent desktop application.

Privacy Policy - e-AGENT's official statement on the type of information collected, how the information will be used, how the person can access this data and the steps for having the data removed. A privacy statement will also usually include information regarding systems that are in place to protect the information of web site visitors.

Terms of Use - Please read the following legal notices carefully. Your use of this web application constitutes your agreement with the terms and conditions set forth in the T.O.U. These terms and conditions may be changed or updated at any time. You are responsible for reviewing them periodically for current information.

Additional legal notices regarding specific products, services, as well as conditions, restrictions or disclosures may be described on "subsites" within OPC-marketing's main website.

CALL 800-859 -5924 or 972-267-3279 or contact us thru this online form: Contact OPC.
Go to the top of the page [Top].

e-AGENT Customize Your Call Disposition Buttons

As the Administrator, SpitFire's e-AGENT Product allows you to fully customize your "Call Disposition" buttons your Agents see and use on their side of the web based interface.

From any web page within the Administrator's pages move the cursor onto the "USER DEFINED DISPOSITIONS" button on the blue toolbar at the top. The arrow turns into a hand, the graphic becomes highlighted with a glow and a green set of squares. Left mouse button "click" once to bring up the Rename Your "Call Disposition buttons " on the USER DEFINED DISPOSITIONS page.

The User Defined Call Disposition Button Page :

The following screen appears:

Changing the Agent's button

We will change the title of the following Agents button:

• Example editing the blue Agent's "Hot" Call Disposition Button.
  
  

Select the Hot: Input Field

To edit the "Hot" button, move the cursor with the mouse toward the "Hot" input field:

The cursor changes into the I-Beam style cursor over the text field we are editing.

With the Left mouse button click twice into the field. This will highlight the entire word "Hot". Alternately you can click and drag across the word "Hot" to select it as well.

Start typing the new Call Disposition Button Name "Spi|".

"Spicy|". The I-Beam will continue to blink.

Now update the change "Hot" by clicking down with the left mouse button, on top of the "Submit" button.

The System will respond with "Renaming Dispositions Done"

To Cancel the above call disposition button editing operation and not save this edit press the "CANCEL" button. This will return the call disposition buttons to the factory defaults.

Agents's Search Page

Here is what the Agent will see. We have circled it with red to emphasis the edit. The button was changed from "Hot" to "Spicy". The Agent is now able to disposition the call with a "Spicy" score.

Next, we will add an Agent to the system. CALL 800-859 -5924 or 972-267-3279 or contact us thru this online form: Contact OPC. Go to the top of the page [Top].

Administration of e-AGENT, Add An Agent

As the Administrator, SpitFire's e-AGENT Product allows you to add an unlimited number of Agents depending on your hard drive space.

From any web page within the Administrator's pages move the cursor onto the "ADD AGENT " button on the blue toolbar at the top. The arrow turns into a hand, the graphic becomes highlighted with a glow and the Orange squares turn into a green set of squares - another mouse over effect.

Left mouse button "click" once to bring up the Add Agent input "Form" on the ADD AGENT page.

Add Agent Page :

The following screen appears:

Add the Agent

We will add a fictitious new Agent named "Sue Smith" to the e-AGENT system:

• Our example begins with the Agent's "First Name".
  
  

Select First [Input Field]

To edit the "First Name" field, move the cursor with the mouse toward the "First Name " input field:

The arrow pointer cursor changes into the I-Beam style cursor over the text field we are editing.

With the Left mouse button click once into the field. Now type "Sue" with the keyboard.

Use your keyboards "Tab" Key Tab once to move into the next field "Last Name". Type the Last Name of the Agent "Smith".

Use the "Tab" Key to move into the "User ID" input field, or point and click into it with the mouse. Type in the User ID here were using a number, you can use a name too, just remember you can't use: (A Space, " ' / ? < > \ : * | " and also any character you can type using the Ctrl key). Sue will use this number to login: 67891 along with a password.

Add an Agent to the system continues next, with the "Password" Field.
CALL 800-859 -5924 or 972-267-3279 or contact us thru this online form: Contact OPC.
Go to the top of the page [Top].

Administration of e-AGENT, Add An Agent

Select Password [Input Field]

To edit the "Password" field, use the "Tab" key to move from the User ID field into the password field. You can also move the pointer into the field and left mouse click once to invoke the text input I-Beam cursor.

Passwords requirements are that the password is between 4 and 15 characters in length and may not contain the following illegal login characters: ( A Space, " ' ; % # / ? < > \ : * | @ ") and also any character you can type using the Ctrl key.

Use your keyboards "Tab" Key Tab once to move into the next field "Email". Type a valid email address with the "@" and the top level domain closing like .com. Our example uses suesmith@123co.com.

Move the mouse so the cursor turns into a pointer and put it on top of the "Skill Level" drop down menu triangle.

Hold the left mouse button down on top of the "Skill Level" drop down menu, to activate the menu. The menu drop down to highlight the correct skill level, were changing her to a level 3. Use the scale from one to five to identify Agent Talent.

Use the "Tab" Key to move into the "Description" text area field, or point and click into it with the mouse. Type in a description of skills, you Agents product knowledge, hours available, phone number, extensions or anything you need to identify, document and enhance productivity.

Add an Agent to the system continues next, with the "Campaign Assignment " Drop Down Menu. CALL 800-859 -5924 or 972-267-3279 or contact us thru this online form: Contact OPC. Go to the top of the page [Top].

Administration of e-AGENT, Add An Agent

Select Campaign - Drop Down Menu

Move the mouse pointer cursor on top of the "Campaign" Field Drop down menu triangle.

Optionally you can, use the "Tab" key to move from the Description field onto the Campaign menu Drop down field.

Use the keyboards down menu arrow key to activate and highlight a new selection.

Hold left mouse button down to invoke the drop down option list. Highlight the Campaign assigned to the Agent.

Move the mouse so the cursor turns into a pointer and put it on top of the "Skill Level" drop down menu triangle, select "1" as the campaign. If you added more you would see additional selections.

Click once in the "Agent Active" checkbox to turn-on the Agents permissions to use the system. Uncheck the box to de-activate the Agents permission status.

Click the Blue "Add" button to add the Agent "Sue Smith" into the e-AGENT system.

The system responds with a successful "New Agent Added". You are taken to the "Agent List" page.

To add another Agent to the system click the "Add Agent " Blue button. You will be taken to a blank "Add Agent" form field. The "Home" button leaves this page and returns you to the Administrators Home page.

Next we will work with Agents, on the "Agent List" page. CALL 800-859 -5924 or 972-267-3279 or contact us thru this online form: Contact OPC. Go to the top of the page [Top].

Administration of e-AGENT, the Agent List

As the Administrator, SpitFire's e-AGENT Product allows you to add an unlimited number of Agents depending on your hard drive space. You can edit the Agent's information once the record has been created.

From any web page within the Administrator's pages move the cursor onto the "AGENT LIST " button on the blue toolbar at the top. The arrow turns into a hand, the graphic becomes highlighted with a glow and the Orange squares turn into a green set of squares.

Left mouse button "click" once to bring up the Agent List "Page".

Agent List Page :

The following screen appears with the list of all Agents that have been added to the system so far:

Add the Agent

We will edit our fictitious new Agent named "Sue Smith" in the e-AGENT system:

• Our example begins with the Link "View".
  
  

Select View [Link]

To edit the Agent "Sue Smith ", move the cursor with the mouse toward the blue word "View" to the right hand side of the Sue Smith record in your Agent List:

The arrow pointer cursor changes into the hand style cursor over the "View" Link.

With the Left mouse button, click once onto the word "View". You are now viewing the current database summary of the Information for Agent "Sue Smith".

To make changes in Sue Smith's record, move the pointer cursor with the mouse and left click once on top of the blue "Edit" button.

To "Delete" Agents from your Agent list first select the Agent with the "View" Link. Then the use the "Delete" button to remove them from the System. There is a confirmation box asking if you "Are you sure you'd like to delete this Agent?" If you are sure, click "OK". The Agent is permanently deleted.

Confirm Deletion.

Edit an Agent in the system continues next with the Agent "Edit" Form. CALL 800-859 -5924 or 972-267-3279 or contact us thru this online form: Contact OPC. Go to the top of the page [Top].

Administration of e-AGENT, Edit the Agent

We will now edit the Agent's information.

Agent Edit Description:

Move the cursor over the "Description" Text box Field. The mouse pointer turns into an I-Beam style cursor.

Select the text to be changed

Either double click inside the Description text box field or click and drag to select the text "Sue Smith is a new Agent. She has 3 years experience at Consulting Corp as an Agent.":

Start typing in the new text, "Sue Smith did so well in the last campaign she has been promoted to Senior Agent." this will replace the old text automatically, similar to a word processing program "Sue Smith is a new Agent. She has 3 years experience at Consulting Corp as an Agent." There is no spell checking so make sure your checking your spelling, punctuation and grammar. Do not use any illegal characters we mention previously.

You can edit any of the fields for your Agent within this page: Agent ID, First Name, Last Name, User ID, Password, Email Address, Skill Level, Description, Campaign and Agent Active.

With the Left mouse button, click once onto the word "Submit" to save any changes you made while editing "Sue Smith's" record.

A summary screen of the edited changes appears.

Click on the Agent list to go back to edit another Agents records.

Select and Edit the next Agents Information.

Next we will assign a campaign to an Agent. CALL 800-859 -5924 or 972-267-3279 or contact us thru this online form: Contact OPC. Go to the top of the page [Top].

Administration of e-AGENT, Assign a Campaign to an Agent

As the Administrator, SpitFire's e-AGENT Product allows you to add an unlimited number of
Agents to campaigns depending on your hard drive space.

From any web page within the Administrator's pages move the cursor onto the "ASSIGN CAMPAIGN" button on the blue toolbar at the top. The arrow turns into a hand, the graphic
becomes highlighted with a glow and the Orange squares turn into a green set of squares.

Left mouse button "click" once to bring up the Assign Campaign "Selection Form" on the
ASSIGN CAMPAIGN page.

Add Agent Page :

The following screen appears:

Assign the Agent to a Campaign

We will add a fictitious new Agent named "Sue Smith" to the Campaign 1:

• Our example begins with the Selection of a campaign.
  
  

Select Campaign Drop Down List

To edit the "First Name" field, move the cursor with the mouse toward the "First Name " input field:

Move the mouse so the cursor turns into a pointer and put it on top of the "Campaign" drop down menu triangle.

Hold the left mouse button down on top of the "Campaign" drop down menu, to activate the menu. The menu drops down and highlights Campaign "1". Leave go on the selection.

Select the agent "Sue" in the Agents Not Assigned to any Campaigns Column on the left side.

Move the cursor on top of the blue "Add" button to Assign this Agent to Campaign "1". Click down once with the Left mouse button.

The Agent "Sue" is Moved to the Right column "Agents Assigned to Campaign 1" .

**Option: You can Also select multiple agents by holding down the "Shift" or "Ctrl" key while clicking onto the agent names. Then add using the blue "Add>>" button. To delete Agents from a campaign first select the Agent in the right column "Agents Assigned to Campaign" the use the "<<Remove" button to remove them from the Campaign.

Click the "Done" button when finished.

The system will return the value "Campaign Assignments Done" when completed.

From any screen within the e-AGENT interface click on the logout button on the blue toolbar when finished.

Go to the top of the page [Top].

***NOTE** on OPC Screenshot images: Any Similarity to Persons Living or Dead Is Purely Coincidental.