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On a very basic level, OPC’s SpitFire® HYBRID Dialer automates the total outbound dialing process.This technology converts the manual dialing process agents were responsible for and automates it within a powerful computer with specialized software.

The SpitFire® predictive dialer computer selects the person to be called, dials the number, waits for a human response, and passes a call on to an available agent line when it connects with a human voice. The dialer has the programmed intelligence to prevent non-productive calls from reaching the agent. Since the agent doesn't have to deal with busy signals, answering machines*, network messages, and "no answers," they are freed-up to take one "ready" call after another. The main reason for the increasing popularity of SpitFire’s HYBRID Dialers is their ability to dramatically increase the efficiency of your agent team by eliminating the dead time between calls.

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SpitFire® HYBRID AutoDialer Software Startup

SpitFire® HYBRID AutoDialer's (SPDX) Initial Campaign Screen after the person defined as your Administrator click's on the on the program Icon to launch the SPDX dialer software suite. Two windows appear, the Line Manager here on the left and The SpitFire HYBRID PRO version campaign window. To view the image at full size click on the Graphic it will "pop-up" in a Window in front of this one. To return to the rest of the screen shots, Close the pop-up Window with the full size screen capture. Scroll down for more images of SPDX's Award winning interface.

SpitFire® HYBRID - AutoDialer - Screen Capture 1

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SpitFire® HYBRID AutoDialer Line Manager

SpitFire® HYBRID AutoDialer Administrator will assign the available Lines using this "Line Manager window". 48 Lines are enabled and on in this screen shot, turned on by clicking on the buttons, Green is on, and Yellow is off, depending on the number of Lines (and licensing) you have physically available. To view the image at full size click on the Graphic.

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Campaign Window with The Script and The List Loaded

Your SpitFire® HYBRID AutoDialer Administrator can select a list and the script (call logic) to dial with. Click on the folder ICON next to the List window to open the "Load Database" window to add your list. All buttons have ALT tags to identify use this folder icons ALT tag is "Select a list to dial". A grayed out SPDX Start Button means you have not loaded anything yet.

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Once the list and the script is loaded select "Outbound" to dial out, the SPDX "Start" button turns Green (Green for Go).

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SpitFire® HYBRID AutoDialer Clicking on the Green Start Button - Start dialing. The Start Button turns Red - Click on it to stop the campaign (Red means Stop) the text under the button says "Stop Job" when the campaign is running and dialing. To view the image at full size click on the Graphic. To return here, Close the Window with the full size screen capture.

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Running Campaign Status - Question 1

Here SpitFire® HYBRID AutoDialer Line Manager, Line 1, Active line, the status indicates Question 1, while calling the 214 area code and number, this indicates some has picked up the call. Line 2 is Waiting to Dial the next record in the Marketing List.

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Running Campaign, Returning to The Main Campaign window...

We have clicked on the SpitFire® HYBRID AutoDialer main campaign window to activate it. The Campaign is dialing the records.

When active the current tab is "Gold" (**Action Item) it's selected, non-active tabs are blue in color. There are six tabs available for you to get more information about your campaign's progress, they are: Action Item, Session Stats, Transfer Stats, List Stats, Line Stats (96 Lines Max) and Current Campaign Activity.

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Running Campaign, Returning to The Main Campaign window >> Session Stats selected

SpitFire® HYBRID AutoDialer clicking on the Statistics tab >> Main Campaign window>> Session Stats tab selected, shows the Start Time Parameter, your campaign's Elapsed time, Lines Available, Lines Selected, Lines Working, Calls, Voice, AM (Answering Machines), Busy numbers, No ans. (No Answer), FAX machines, Others (calls that can't be classified elsewhere), Drops (dropped calls, Xfers (transferred calls), Hits - calls which reached a certain level as determined by a business process in a Script - could be called a conversion, completed sale, etc. The Percentages of each type of completed call is shown in the session stats. The Green numbers will update as the campaign progresses. These stats can be saved to a file or .PDF at the end of the campaign or days dialing with ReportMaker.

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Running Campaign, The Main Campaign window >> Transfer Stats selected

SpitFire® HYBRID AutoDialer clicking on the Main Campaign window >> Transfer Stats tab selected, shows the Start Time Parameter, your campaign's Calls / Answers, Hits - calls which reached a certain level as determined by a business process in a Script - could be called a conversion, completed sale, etc., Transfers (transferred calls), Drops (dropped calls), Xfers requests (transferred requests), Xfers failed (transfers that failed), Calls / Hour (calls per hour), Hits / Hour (hits per hour), Xfers / Hour (transfers per hour) and Drops / Hour (drops per hour).

These stats can be saved to a file or .PDF at the end of the campaign or days dialing with SpitFire® HYBRID AutoDialer ReportMaker.

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Running Campaign, The Main Campaign window >> List Stats selected

SpitFire® HYBRID AutoDialer clicking on the Main Campaign window >> List Stats tab selected, shows the Current Client (record being used), Available records (what's left in the list), Total Records in this list, Number of Records Dialed, No Select (skipped calls due to time zone scheduling), and No Calls (scrubbed against your current DNC Do Not Call List).

These stats can be saved to a file or .PDF at the end of the campaign or days dialing with ReportMaker.

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Running Campaign, The Main Campaign window >> Line Stats selected

SpitFire® HYBRID AutoDialer clicking on the Main Campaign window >> Line Stats tab selected, The vertical slider bar at the left, with "All" at the top allows you to view all the currently connected lines, as you move the slider lower (down), it will use less lines to show the statistics (stats) with.

Shows the Current Dials (per lines being used - see slider info), what was Answered, Voice Calls, Answering Machines (AM), Busy's detected, No Answers, FAX, Other, Drops (dropped calls) Hits - calls which reached a certain level as determined by a business process in a Script - could be called a conversion, completed sale, etc. The Green text on the black windows will update with your real data as your campaign progresses.

These stats can be saved to a file or .PDF at the end of the campaign or days dialing with SpitFire® HYBRID AutoDialer ReportMaker.

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Running Campaign, The Main Campaign window >> Current Activity selected

SpitFire® HYBRID AutoDialer clicking on the Main Campaign window >> Current Activity tab selected, Current Activity represents what is happening on any active line. Selected column shows what the line is doing in terms of "Setup" (means the line is selected, Green = Go), "Transferring" (Red means the line is not currently available, Red = Stop). The Status column Line says it's either dialing, recording, hanging up etc., Phone is the current phone number in the database the line is calling, and "Calls" is how many calls that line has dialed during the campaign up to this point.

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SpitFire® HYBRID AutoDialer Setup, Failsafe Operation >> Options >> Failsafe

SpitFire® HYBRID AutoDialer clicking on the Options (top bar) in the main campaign window, then drop down to highlight "Failsafe". The tabs in the option menu work exactly the same way they do in the main campaign window you just looked at. When active the current tab is "Gold" (**Fail Safe Schedule) it's selected, non-active tabs are blue in color. There are seven tabs available for you to setup under "Options" for your campaign's setup, they are: Company (Details about Your Company), Lines (How to dial on your Communication Lines - area code, dial 9 etc.), General, T1 Config (Pre-setup by OPC Tech Support), Database Settings (Login credentials), Fail Safe Schedule and Time Zones.

Failsafe allows you to select the hours your Agents or operators will use to send your messages, or receive inbound calls in calling campaigns. The dialer will not dial outside of these hours specified (It will stop the campaign, and also checks timezone's allowed). This example shows an entire week from 8:00 AM thru 9:00 PM. Please check your laws regarding legal times to dial within. NOTE **OPC is not a Law firm and does not give out legal advise.

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SpitFire® HYBRID AutoDialer Setup, Failsafe Operation >> Options >> Time Zones

SpitFire® HYBRID AutoDialer click on the Options (top bar) in the main campaign window, then drop down to highlight "Time zones". All major United States time Zone regions are present. We start from The furthest point west in the Continental US and move eastward. Other Specialized areas then follow that use different standards than the others based on Factors like Day Light Savings, etc.

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SpitFire® HYBRID AutoDialer Setup, Import Database Operation >> ASCII Import

SpitFire® HYBRID AutoDialer uses the most common database import method, an ASCII File. An ASCII file is a file that humans can read with a simple Windows Notepad program or the editor built into MS-DOS. Select your ASCII Database to Import Into your SpitFire AutoDialer. Click on the small folder Icon to the right of the ASCII Filename: Input window to browse to your file. To view the image at full size click on the Graphic. To return here, Close the Window of the full size ASCII Import screen capture.

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A dialog box confirms the filename and the number of ASCII records imported into the database.
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Clicking on the No Calls folder in the ASCII Import window brings up the "Import NoCalls" into SpitFireX your Do Not Call List. Navigate to the location and click ok to import the DNC's.
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SpitFire® HYBRID AutoDialer ScriptMaker Program Sample Template

SpitFire® HYBRID AutoDialer click on the "SpitFire®X - ScriptMaker" program Icon (on the desktop or in the start menu) outside of any AutoDialer application you are running, to launch the SpitFire®X scripting program. We have selected a script to use as an example to briefly describe ScriptMaker process. ScriptMaker controls the process of how calls are made (Business Logic), what happens when a live person answers. What happens when the AutoDialer encounters, busy, Fax Machines, Hits and so on. There are several templates for ScriptMaker already built in to get you started for 99% of all situations encountered. You can begin with an existing template, change it for your use then save it as another name for internal use. Once you setup your script you will enter in the file location into the main Campaign window. See [Load Script] above for a recap. Press the browser go back button to come back here.

In "Demo_test.INI" (Single Call - Single Record template) Represented by an Icon of a Pad of paper with a pencil. Just like it is, if you were sketching out your call process (logic) on a steno pad.

The call flow begins (aka Calling Business logic, the who, what, where, when, why and how of call progression) is setup to "Dial-Answer" first (to Dial to some record out of your database, get a live person answer). Represented by Icon of a Hand dialing the phone.

Then Statement 1 begins: The dialer plays a recorded message (click on these icons to import .WAV files into the call flow). Represented by Icon of a Speaker.

Then Question 1 begins: The dialer plays a recorded message (click on these icons to import .WAV files into the call flow). Represented by Icon of a Telephone Keypad with a hand. Question 1 will be answered by the live person by choosing the 1 - 9 keys of the telephone. That key maybe assigned to a recording process.

Record 1 - Hangup 1: The Live connect chooses to press the telephone keypad (1-9 keys set as an option in the message broadcast). They leave a response to Question 1, at the end the caller Hangs up. Record 1 represented by Icon of a Microphone Input. Hangup 1 represented by Icon of a telephone with the handset in the hangup position.

Then Question 1 - Hangup 2: The Live caller decides not to proceed, the system disconnects the call and hangs up. Hangup 2 represented by Icon of a telephone with the handset in the hangup position.

Call is ended. The dialer dials the next available record. Starts the process over.

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SpitFire® HYBRID AutoDialer ScriptMaker Program Sample Polling Template

In "pol4.ini" (10 Question poll - comment) Represented by an Icon of a Pad of paper with a pencil.

The call flow begins (aka Calling Business logic, the who, what, where, when, why and how of call progression) is setup to "Dial-Answer" first (to Dial to some record out of your database, get a live person answer). Represented by Icon of a Hand dialing the phone.

Then Statement 1 begins: The dialer plays a recorded message (click on these icons to import .WAV files into the call flow). Represented by Icon of a Speaker.

Then Question 1 begins: The dialer plays a recorded message (click on these icons to import .WAV files into the call flow). Represented by Icon of a Telephone Keypad with a hand. Question 1 will be answered by the live person by choosing the 1 - 9 plus 0 (zero) keys of the telephone.

Subsequent Questions play (Questions 2 - 9) one after the other, answered by the live person by choosing the 1 - 9 plus 0 (zero) keys of the telephone. Represented by more Icons of a Telephone Keypad with a hand.

Then Question 10 - Hangup 1: The Live caller decides not to proceed, the system disconnects the call and hangs up. Hangup 1 represented by Icon of a telephone with the handset in the hangup position. Then Question 10 - Hangup 2: The Live caller decides not to proceed, the system disconnects the call and hangs up. Hangup 2 represented by Icon of a telephone with the handset in the hangup position. Call is ended. The dialer dials the next available record.

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SpitFire® HYBRID AutoDialer JobMaker Program Schedule Campaigns

SpitFire® HYBRID AutoDialer click on the "SpitFire® HYBRID AutoDialer - JobMaker" program Icon (on the desktop or in the start menu) outside of any AutoDialer application you are running, to launch the SpitFire® HYBRID AutoDialer Call Campaign scheduling program JobMaker. This example is showing the current date and time when we captured the screen shot. Your JobMaker will show the current date and time, when you start the program.

Along the left side of the window there are vertical tabs for: Daily (schedule daily campaigns), Weekly (Schedule Weekly Campaigns), Planner, Monthly, Yearly, ToDo (To Do List).

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SpitFire® HYBRID AutoDialer JobMaker Program,
Schedule Dialing Campaign, select day and time

SpitFire® HYBRID AutoDialer click on the "SpitFire®X - JobMaker" on Wednesday June 25th 2008 at 10:00AM we are scheduling a Campaign to begin dialing. If your time you want to begin dialing is not shown use the scroll bar to find your desired time. Three and one half hours are displayed in the Daily Tab. A calendar of the month is on the right. Click the [<] to go back to previous months, Click the [>] to view months in the future.

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SpitFire® HYBRID AutoDialer JobMaker Program,
Schedule Dialing Campaign, select day and time

SpitFire® HYBRID AutoDialer click on the "SpitFire®X - JobMaker" on Wednesday June 25th 2008 at 10:00AM pops up a new window. Type in a description of the Campaign, set the start and end time, select the script (call business logic) use the folder icon to browse for the file, select the list to dial with (dialing phone numbers), select how the campaign starts (Auto start, ASAP as soon as possible, done (done recording). The "Job Type" Dial, Answer or Other. To view the image at full size click on the Graphic. To return here, Close the Window of the full size JobMaker schedule job popup screen capture.

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SpitFire® HYBRID AutoDialer JobMaker Program,
Scheduled Dialing Campaign, Blocked off June 25th

SpitFire® HYBRID AutoDialer click on the "SpitFire®X - JobMaker" since the campaign's time was set from 10:00 AM to 3:15 PM the entire time has been blocked off. The vertical red line indicates a scheduled campaign.

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SpitFire® HYBRID AutoDialer JobMaker Program, Scheduled Dialing Campaign, Blocked off Week in June

SpitFire® HYBRID AutoDialer click on the "SpitFire®X - JobMaker" here the campaign's weekly time was set from 10:00 AM to 3:15 PM the entire week has been blocked off. The vertical red line indicates a scheduled campaign from Wednesday thru Saturday. Scroll up and down to see additional days of the month

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SpitFire® HYBRID AutoDialer JobMaker Program,
Scheduled Dialing Campaign, Entire Month

SpitFire® HYBRID AutoDialer click on the "SpitFire®X - JobMaker" here the campaign's weekly time was set from 10:00 AM to 3:15 PM the 25th, 26th, 27th and 28th have been blocked off. Click on the Vertical Monthly tab to view this months scheduled campaigns.

The red text indicates a scheduled campaign from Wednesday (25th) thru Saturday (28th). The weekends are designated in blue (non B2B dialing). The next month uses brown text starting on Tuesday July 1st.

Go back by a month clicking on the [<] back arrow, go forward by clicking on the [>] forward arrow. Each click moves an entire month or if you go to the year [<] back arrow and [>] forward arrow moves the calendar 12 months.

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The ToDo tab is a summary of all the campaigns that are scheduled.

SpitFire® HYBRID AutoDialer ReportMaker Program, Built in Campaign Reporting

SpitFire® HYBRID AutoDialerclick on the "SpitFire®X - ReportMaker" here the campaign's "Last Time Calls" tab is selected. Click on the printer icon to print the report of the "001test" database dialing results. Click on the floppy to save the "001test" report to a .PDF.

Get Reports by date (dd/mm/yyyy) for:

• Last Time Called - All Results
• Last Time Called - Hits
• Last Time Called - Hot Leads (scored greater than >= 100)
• Last Time Called - Warm Leads (scored between 1 - 100)
• Last Time Called - Transfers (Calls transferred)
• Complete Last Time Called - Question Analysis - Hits

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SpitFire® HYBRID AutoDialer ReportMaker Program, Printing Mailing Labels

SpitFire® HYBRID AutoDialer click on the "SpitFire®X - ReportMaker" here the campaign's "Labels" report tab is selected. Click on the printer icon to print the Label(s).

Output mailing Labels for:

• Complete List - 1x2 Labels (Avery 6160)
• Complete List - 2x4 Labels (Avery 6188)
• Hit List - 1x2 Labels (Avery 6160)
• Hit List - 2x4 Labels (Avery 6188)

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SpitFire® HYBRID AutoDialer ReportMaker Program, Complete All Call Detail Report

SpitFire® HYBRID AutoDialer click on the "SpitFire®X - ReportMaker" here the campaign's "All Calls Detail " report tab is selected. Click on the printer icon to print the report. Click on the floppy to save report to a .PDF.

Output reports for:

• Complete All Call Detail
• Complete All Call Question Analysis - Hits

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SpitFire® HYBRID AutoDialer ReportMaker Program,
Complete All Call Detail Report as .PDF sample

SpitFire® HYBRID AutoDialer click on the "SpitFire®X - ReportMaker" here the campaign's "Complete Call Detail " report output to a Adobe .PDF document.

This example shows just one record - yours will show what happened during the entire campaign and maybe several pages long.

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SpitFire® HYBRID Predictive Software Administrator Startup

SpitFire® HYBRID (SPDX) Predictive's Initial Campaign Screen after the person defined as your Administrator click's on the on the program Icon to launch the SPD dialer software suite. To view the SpitFire® Predictive Agent Software [Click Here]

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Administrator Action Tab

SpitFire® HYBRID's Predictive Administrator will assign the available Agents using this "Action Tab". All 48 Agents are enabled and on in this screen shot, turned on by clicking on the buttons, Green is on, and Yellow is off, depending on the number of Agents (and licensing) you have physically available.

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Select your Marketing Lists to Dial with

Your SpitFire® HYBRID's Predictive Administrator can selecting a list(s) to dial with.

SpitFire Predictive Dialer allows a feature called "List Stacking" which is a term for adding many lists that the dialer uses in sequential order to call out with. There is no list currently loaded in this screen. Click on the folder ICON next to the List window to open the "Load Database" window to add your list. All buttons have ALT tags to identify use this folder icons ALT tag is "Select a list to dial".

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Another window pops up and we are selecting the list to dial with called "marketing".

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Clicking add button to load the list into the dialer.

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Using the "List Stacking" feature to add multiple calling lists. We selected multiple additional lists to dial with.

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The stacked lists are displayed in the right hand pane. You can add and remove lists using the Add - -> and <- - Remove Buttons. Click the Dial button to continue or Cancel. After each list is exhausted the dialer will continue on to the next one in order.

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Start Dialing

Here is where you start the dialing with your SpitFire® HYBRID's Predictive Dialer. The List window shows the current list being used called "marketing".

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The Campaign is in progress...

SpitFire® HYBRID's Predictive Dialer campaign has started, it's currently dialing the list named marketing. Next we will examine the tabs for Statistics, Lines and Agents. To see a larger image of this screen click on the image, it will pop-up in a window.

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The Campaign is in progress... Statistics Tab >> Campaign Summary

SpitFire® HYBRID's Predictive Dialer clicking on the Statistics tab>>Campaign Summary, shows the Start Time Parameter and Value, your campaign's Elapsed time, Lines Active, Agents selected, Agents Idle, Holding Queue and how many dials the system is making per hour on the campaign dialed.

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The Campaign is in progress... Statistics Tab >> Line Summary

SpitFire® HYBRID's Predictive Dialer clicking on the Statistics tab, shows the Line Summary Total Dials, Connects, Drops, Transfers, AMs (Answering Machines), Busy's, Fax's, NAs (No Answers), Operator Intercepts and others on the campaign dialed.

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The Campaign is in progress... statistics Tab >> Agent Summary

SpitFire® HYBRID's Predictive Dialer clicking on the Statistics tab, Agent Summary shows the Parameter Name, Value and Percent of Calls, Online time, Talk Time, Wrap Up Time, Hang Ups, AMs (Answering Machines), Busy's, Fax's, NAs (No Answers), Operator Intercepts and others and types of dispositions on the campaign dialed.

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The Campaign is in progress... statistics Tab >> List

SpitFire® HYBRID's Predictive Dialer clicking on the Statistics tab, List shows the Current Client, Available Records, Total Records, Records Dialed, No Selects and No Calls on the campaign dialed.

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The Campaign is in progress... statistics Tab >> Line Performance

SpitFire® HYBRID's Predictive Dialer clicking on the Statistics tab, Line Performance shows the Current Active and Available Lines, number of Dials per line, The Connects Percentage, The Drops Percentage, Transfers, AMs (Answering Machines), Busy's, Fax's, NAs (No Answers), Ois (Operator Intercepts) and others in the campaign currently dialed.

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The Campaign is in progress... statistics Tab >> Agent Performance

SpitFire® HYBRID's Predictive Dialer clicking on the Statistics tab, Agent Performance shows the Current Active and Agents Setup, number of Calls per Agent, Minutes Online per Agent, Agent Talk Time, Agent Wrap Up time, Hang Ups, AMs (Answering Machines), Others, Hits, Warm, Colds, User 1, User 2 (call Dispositions) Call Backs and No Calls in the campaign currently dialed.

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SpitFire® Predictive Agent Software Startup

SpitFire® HYBRID's Predictive Agent Software Startup Screen. We have typed in our User name and Password and clicked the OK Button.

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Agent Select and Import Script

Select a script (Hollywood Style) using the Script Button and import it into the HYBRID's interface. When loaded the script button will be in red. Click on the image to see this image full size. Then use the "Go Back" link to return here.

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Agent Waiting For Call

The HYBRID's Agent Screen and Main Server screen, waiting for the call. Click on the image to see this image full sized. Then use the "Go Back" link to return here.

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Call is Received

The call is received and the pitch begins, the customer's information from the current database will pop up on the Agent's screen (were using OPC Marketing as an example in the green text on a bal ck background), along with a script for the Agent to read from (HTML Script shown to the right "INTRODUCTION"). Since it's HTML format, it can be linked to other pages with response options. You can build complex decision trees, or even link to web pages with an internet connection.

The pitch or offer resulted in a sale. Tab 1 General, setting the call disposition as a "Sale". Other call dispositions include "call Back" AM "Answering Machine" and buttons defined by your Administrator or Call Center Manager. User Fields 1 and User Fields 2 included notes on this transaction and other user customizable fields you set up. Easily customize two "User Fields" to include data specific to your business, keep who the call went to and much more!

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Integrates with Windows® App's

You can easily integrate SpitFire® HYBRID's Predictive with Windows based ACT® Contact Management Software by SAGE®. This example also shows how you can use ACT for more detailed Contact Info, including keeping "Notes" on conversations (ACT sold separately by OPC). ACT may also be customized for custom uses by you. Your version of ACT may vary depending on your licensing, requirements and users. Ask about the many different types of Windows® based programs your SpitFire® Predictive Dialer System can integrate with. ACT has been issued the 100% SpitFire® Certified logo by OPC Marketing Labs for trouble free integration. Turn ACT into a Powerhouse with SpitFire® Predictive.

Click on the image of ACT® running alongside SpitFire® Predictive to see this image full size. Then use the "Go Back" link to return here.

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Microsoft .ASP Integration

OPC's Lead manager application is a custom Microsoft .ASP "Active Server Page". Our Programming team can custom design any type of .ASP page for all your business data integration to move data in and out of SpitFire® HYBRID Predictive engine.

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Calix Point Integration

OPC Marketing's SpitFire® HYBRID's Predictive software integrates with all versions of Calyx Software - Calyx Point - Loan marketing, pre qualification, origination and processing for mortgage brokers and direct lenders. According to the Wholesale Access Mortgage Broker Study 2006, 67.9 percent of mortgage brokers use Point.

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SpitFire Predictive Agent Interface allows you to set Call Back Date and Time

OPC Marketing's SpitFire® HYBRID Predictive software allows the Agent to Schedule a callback with a few simple clicks.

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Click on the Calendar Next to the Call Back button. Figure out when you need to call back, set up the timer. You can set increments of time for today, an exact time or any day ahead.

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now click on the Call Back to set.

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