SpitFire® X F.A.Q.

1. The dialer is dialing but not connecting to anyone and all the calls are going to Other in the Line Stats tab.
   
   
2. I set up a job in Jobmaker but it didn’t start.
   
   
3. The dialer dials the number. The phone rings and I pick up but there is nothing on the other end of the line.
   
   
4. There are a large number of messages in my Script’s MSGS folder but almost all of them are blank and>or are recordings of disconnect tones, busy signals, etc.
   
   
5. I am having trouble making the live transfer feature work.
   
   
6. SpitFire® X is not leaving messages on Answering Machines.
   
   
7. Does SpitFire® X start in a list were it left off from the previous campaign?
   
   
8. How do I take a large area code list and split it up by city or zip code?
   
   
9. How do I put the National No Calls files into my dialer?
   
   
10. How do I manually put a person’s phone number into the nocalls list?
    
    
11. How can I have the dialer call me to hear the script and make sure it is working?
    
    
12. I set up a job in Jobmaker but it didn’t start.
    
    
13. I have a message on the screen that reads, “FailSafe Auto Shutdown”. What is that?
    
    
14. When I try to select a script or list in Jobmaker, it just dings but doesn't accept the files.
    
    
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 started a campaign and the lines are not dialing and>or there is no activity under Current Activity.
    
    
17. 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.
    
    
18. I have started a campaign but the lines all say “Waiting to Dial” and nothing is happening.
    
    
19. How can I import an Excel Spreadsheet with Listmaker to create a new list on the dialer?

1. Q: The dialer is dialing but not connecting to anyone and all the calls are going to Other in the Line Stats tab.

A: This is usually either a line problem or your Line Settings are not set up correctly.

1. The most common issue is a phone line problem. Remove the phone line from the back of the computer and plug that end into a telephone. Try to make a call on the phone like you normally would and see if it goes through. Don’t just listen for a dial tone because the line could have dial tone but still not be a working line. If you are doing long distance dialing, make sure you test call a long distance number as well. Do you need to dial some sort of prefix before the number?
   
   
2. Make sure you know how you would dial the numbers you are having the dialer call. Go into Options>Preferences in SpitFire® X and look at the Lines tab. Any area codes that require 7-digit dialing (meaning 555-1234) should be in Local Area Codes 7. Any area codes that require 10-digit dialing (meaning 214-555-1234) should be in Local Area Codes 10. Separate multiple area codes with commas.
   
   
3. Any area codes that are not in either of these fields will be dialed with 11 digits (meaning 1-214-555-1234). Always have a 1 in Long Distance and nothing should be in Local Prefix or Long Distance Prefix unless you have to dial a 9 get an outside line. [Top]

2. Q: I set up a job in Jobmaker but it didn’t start.

A: You have to make sure you follow the instructions for creating a Job exactly. Please look at the JobMaker pages 140-150 in the SpitfireX manual.

Also make sure that the list you have assigned to the job(s) still has records that can be called in it. Open the list in Listmaker and select Utilities>View Call Result.

The Available Records will tell you how many records can still be called in that list. If it is not enough to last the duration of your campaign, you should either Rework the list or use a different list for your scheduled Job in Jobmaker.

3. Q:  The dialer dials the number. The phone rings and I pick up but there is nothing on the other end of the line. It hangs up. [Top]

A: There are usually two reasons for this:

1. Make sure that when you answer the phone you say “Hello”. This lets the dialer know a live person has answered.
   
   
2. The script you are using may not have a wav file in it or it may be in the wrong format. Open the script in Scriptmaker and make sure the wav file(s) is there. If it is, then open the file in Wavemaker (click on the cassette tape icon) and if the file is not in 8000 kHz, Mono, 16-bit, then it is in the wrong format. Click on the File>Edit From Menu and select the 8000 kHz, Mono, 26-bit format. Then click the save icon. [Top]

4. Q: There are a large number of messages in my Script’s MSGS folder but almost all of them are blank and>or are recordings of disconnect tones, busy signals, etc.

A: The issue is with the script. Open the script in Scriptmaker and click on Question1. Click the Touch Tone Config button and then check Hang Up On Max Retry Exceeded.

Without this checked, every time the dialer detects a voice (even if it is not a voice) it will go to the Record1 part of the script and record a message, even if no button was pressed by the customer. Also be aware that you will get a certain percentage of blank messages even when your script is set up properly. This will happen whenever someone presses the button on their phone, but then decides not to leave a message and just hangs up. [Top]

5. Q: I am having trouble making the live transfer feature work.

A: Configuration of the Single Question Single Record script is very import for call transfers to work successfully: The SpitfireX Manual, on pages 62-79 describes the process to create this type of script. The following information will explain the specifics on how to make sure to set up the script correctly for call transfers.

1. First, make sure you have defined what touch tone should be designated for a call transfer in the Touch Tone Config area of Question1.
   
   
2. There are 3 types of transfer processes to choose from:

Phone Company Centrex Service is a generic term for a PBX system. If the lines you are using are going through a PBX, then this type of transfer will usually work best. It simulates the Switch, Hook, Flash process that is done on most PBX phone systems. If this does not work, the PBX or phone system may not be using the generic type of switch>hook that SpitFire® is programmed to use. It may then be necessary to try one of the other transfer options.

Phone Company 3-Way calling means that you must have 3-Way calling installed on the phone lines that the dialer is using. You can test this by using those lines to do a regular 3-Way call on a regular phone. This option also will leave 1 line engaged for the entire length of the call and transfer. Also there is no hold message that can play with this type of transfer.

On Board 3-Way calling requires that you have a particular type of Dialogic card called and SC bus card. Examples of this are the D>41 ESC, D>160 SC and the D>240 SC.

On Board 3-Way calling allows you to use a hold messages during the transfer process. However, it also uses 2 lines per transfer. You can also specify certain lines to be help open to only be used for transfer request. This option is in the SpitFire® software under Options>Preferences>Lines>Dedicated Transfer Lines. If you put a 3 in this field and you have an 8 line dialer, lines 6 to 8 will be used for transfer requests only.

1. All three of these types of transfers require that you record a Transfer Msg that should inform the customer that they are being transferred to a live agent and to stay on the line. Also, all three types of transfer process require that the phone number the customers will be transferred to is put into the Call Number field. This phone number should be entered exactly as it needs to be dialed. No dashes or spaces. [Top]

6. Q:  SpitFire® X is not leaving messages on answering machines.

A: All autodialers have to perform a detection process that determines whether a live person or an answering machine has answered the phone.
No autodialer is 100% accurate WITHIN A SPLIT SECOND at making that determination because it is not as intelligent as a human being.

1. First, make sure your script actually has an answering machine message and that it is working properly. Open the script in Scriptmaker, click on Dial-Answer (or Dial, depending on the type of script) and make sure that there is a wav file selected in the script. Click on the cassette icon to open the file in Wavemaker and click Play to hear it.
   
   
2. Make sure that the Dial Rings is set to at least 5 rings.

The AM sensitivity is another factor that can be changed in the SpitFire® X software under Options>Preferences>Lines tab. The default setting is 3 and generally speaking, anything over 4 will have the effect of making SpitFire® think every answered call is a live person. The lower the number is set, the more often the software err on the side of determining it is connected to an answering machine. Note: This setting is design to make adjustments because of the variability of phone lines and answering machines. It is only necessary to make an adjustment if the vast majority of calls are being detected as voice or AM. If the call dispositions are fairly evenly spread, then the detection sensitivity does not need to be adjusted. [Top]

7. Q:  Does the dialer start where it left off when I run a list that has already been dialed before?.

A: Yes. The software keeps track of which records have been called and which have not. It will start dialing a list where it left off from the previous campaign.  [Top]

8. Q:  How do I take a large area code list and split it up by city or zip code?

A: Listmaker can query the list by several different criteria to lookup data, including city, zip code or even street address. The data can then be exported to a new file. Exporting of data is also covered in the SpitfireX manual from pages 92-104. Below is the basic process for the Non-Pro (Microsoft Access) version:

1. Open the list in Listmaker by clicking on List>Open List.
   
   
2. Click Tools>Lookup Contacts. Select the field that you want to search by, enter the information and then click Lookup.
   
   
3. Once it has finished finding matches for the information you entered, click the Work button.
   
4. Now Listmaker will display only those records that you told it to search for and these records can be exported out into a new file. Click on Utilities>Export List to bring up the Export window.
   
   
5. You have options to export the data in Listmaker format or ASCII text file.
   
   
6. You can create a new file to export to (white paper icon) or select an existing file(yellow folder icon). Once the file is selected, click Save and then Export.
   
   
7. Now you can go back to the original list view by clicking on the Restore button in All Contacts (blue and red arrows) and then start the process over again. [Top]

Here is the process for looking up data in the SpitfireX Pro version:

1. Open the list in Listmaker by clicking on List>Open List.
   
   
2. Click on Tools>Lookup Contacts. Select the field that you want to search by, enter the information and then click Lookup. Note: If you leave the Exact Match box checked, it will only find records that match your criteria exactly. If you uncheck it, it will find everything that starts with what you typed in the search box.
   
   
3. Once it has finished finding matches for the information you entered, click the Work button.
   
   
4. Now Listmaker will display only those records that you told it to search for and these records can be exported out into a new file. Click on Utilities>Export List to bring up an Export Fields window that allows you to select which fields you want to export. You can also save your selection as a template here. To continue click Start Export.
   
   
5. You can now select the type of Export you want to do. Export to Existing List allows you to append another database. Export to text file will export the data to an ASCII comma delimited text file. Export to new database allows you create a new database to export the data into. [Top]

9. Q:  How do I put the National No Calls files into my dialer?
A: First is instruction for the non-Pro (Microsoft Access database) version of SpitfireX :

1. The file will be in a zip format, unzip it to your hard drive to a place you can find it. For example, to 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_2008_wk12mFEHGQ6vdsePJ0zl6w==” then change it to “205_18_9_2008.txt” (without the quotation marks). When finished renaming, press Enter on your keyboard.
   
4. Now that the file has been renamed, we need to open it in WordPad. Right click on the file you just renamed and left click on Open With.
   
   
5. Now click on Choose Program and scroll down until you see WordPad. It is going to near the bottom of the list of programs.
   
   
6. After the file is open, click File and then Save. Answer Yes when it asks if you are sure you want to do that.
   
   
7. Close WordPad. Continue with the next file, if necessary.
   
   
8. Open Listmaker and click on Utilities>Import List.
   
9. Click on the yellow folder icon in the top right hand corner to select the file you want to import and double-click it to open it.
   
   
10. You will see the area code and phone number of the first record in the ASCII Data window, on the left hand side.
    
    
11. 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.
    
    
12. Click on the save button icon to the right of  List Filename and then browse to the DMANocalls.mdb file which is usually located in C:\SpitfireX\ or in some cases C:\SpitfireIII\.
    
13. When it asks if you want to append to this file, click Yes.
    
    
14. Lastly, click on the green traffic light button and click No when it asks if you want to scrub the file you are importing(we do not want to scrub a DNC against itself). When it is finished you will have a window telling you how many records were imported. You can then close Listmaker. [Top]

Here are instructions for importing a national DNC file the Pro (MySQL) version of Spitfire.

1. The file will be in a zip format, unzip it to your hard drive to a place you can find it. For example, to the Desktop.
   
   
2. Now open Listmaker and click on Utilities>Import Nocalls.
   
3. Click on the yellow folder icon to browse to where you saved and unzipped your DNC file(s) in the previous steps.
   
   
4. Select All Files(*.*) from the Files of Type drop down menu at the bottom of the window. You should now be able to see the file you unzipped earlier.
   
   
5. Now select the unzipped DNC file by double-clicking on it.
   
   
6. Select the Comma option for Field Separator and click Next.
   
   
7. Now click on the Migrate to existing list and the nocalls database should be the default one selected so you can then click the Import button.
   
   
8. When it is finished it will give a total number of records imported.
   
9. You can then close Listmaker. [Top]

10. Q: How do I manually put a person’s number into the nocalls list?
A: If you have the non-Pro version of SpitfireX, you may do the following:

1. Close all Campaigns and open Listmaker and open the Nocalls.mdb file usually located in C:\SpitfireX\.
   
   
2. Once it is open you can add a record by clicking the Add button first and then typing the person’s 10 digit phone number into the Office field (no dashes or parentheses).
   
   
3. Click Add again to add another record, etc.
   
   
4. When finished, you can close Listmaker and you are all set. [Top]

For adding records to the nocalls list if you are using the Pro(MySQL) version, you may do the following:

1. First you need to create a text file in Notepad, save it and name it something that you will remember because you will keep adding numbers to it over time. Type the 10 digit numbers into the text file like this:

5551234567
5551234568
5551234569

2. Open Listmaker Pro and click on Utilities>Import Nocalls.
   
   
3. Click on the yellow folder to select the text file you just created and also select the Comma option under Field Separator.
   
   
4. Click Next and on the Choose Phone Number Field, click Next again (there is only one field in our text file).
   
   
5. Then select Migrate to existing list and click Save.
   
   
6. When it is finished it will tell you how many records where imported and you can close Listmaker Pro because you are finished. [Top]

11. Q:  How can I have the dialer call me to hear the script and make sure it's working?
A: You can do this in two ways. You can set an inbound campaign with whatever script you want to test and then call one of the phone numbers of the lines that are plugged into the dialer. It will pick up and play the script just as if it was dialing out.

Or you can create a test list with Listmaker and have the dialer call your number. Make sure that when you receive the call you answer, “Hello” so that the dialer knows you have answered. Below are some steps for creating a test list in both the non-Pro version of Listmaker as well as the Pro (MySQL) version.

Creating a test list in Listmaker (non-Pro)

1. Open Listmaker and click on Lists>Create List.
   
   
2. Give the list a name like, mytest and save it.
   
   
3. To add a blank record first click Add and then type your 10 digit phone number (no dashes or parentheses) into the Office field.
   
   
4. Click Add again to add another record with the same or different phone number. It is usually good to have at least a few records in a test list so that you don’t have to Rework the list every time you do a test call.
   
   
5. Close Listmaker and you are ready to use your test list. [Top]

Creating a test list in Listmaker Pro(MySQL version)

1. Open Listmaker and click on Lists>Create List.
2. Type the name you want to give the list and check Allow Duplicate Voicephone if your test list is going to have your phone number in it more than once.
   
   
3. Click Lists>Open Lists and select your test list.
   
   
4. Click Add and then type the 10 digit number into the Primary Phone field (no dashes or parentheses). Click Save.
   
   
5. To add more records, just repeat step 4.
   
   
6. Close Listmaker and you are ready to use your test list.

Note: Remember that when you use your test list you will have to Rework it occasionally in Listmaker in order to keep using it. [Top]

12. Q:  I set up a Job in Jobmaker but it didn’t start.

A: There are several reasons why this might have happened. You must make sure of the following in order for scheduled Jobs to work properly:

1. Make sure that your Job start and stop times do not conflict with the Failsafe Times that are in SpitfireX Options>Preferences. Make sure there is at least 5 minutes difference between your Job times and these times.
   
   
2. Make sure that the computer’s clock is correct.
   
   
3. You must remember to leave the SpitfireX software open and the On>Off button in the bottom right hand corner of SpitfireX must be set to On.
   
   
4. If you had a power outage and>or the computer had to be rebooted for any reason, someone must then open SpitfireX back up and make sure the On>Off setting in the bottom right hand corner is set to On.
   
5. Make sure that you have selected a working script and list in your Jobs. The list should have available records to dial.  [Top]

13. Q: I have a message on the screen that reads, “FailSafe Auto Shutdown”. What is that?.
A: The Fail Safe Schedule is a schedule of times that prevent the dialer from dialing either too early or too late (depending on what you consider those times to be). When you see this message it is because the dialer has hit the limit of this schedule. You can adjust these times in SpitfireX under Options>Preferences>FailSafe Schedule. [Top]

14. Q:  When I try to select a Script or list in Jobmaker it just dings and doesn’t select the file(s).
A: This is because the filename and>or path to the file is too long. Jobmaker will not accept long filenames or long file paths. You may have to edit the file name to make it smaller.

[Top]

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.
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. [Top]

16. Q: I started a campaign and the lines are not dialing and>or there is no activity in the Current Activity tab of the SpitFire® software.
A: There are a few reasons why this could be happening.  Please check the following:

1. Make sure that you do not have more than one instance of the same campaign screen open.
2. It is possible that the Dialogic card(s) are not running. Open Configuration Manager from the desktop and if the System Status at the bottom says Stopped then you should click the green circle to start the cards. Also make sure that under Service>Startup Mode, Automatic is selected.
3. Another reason could be that a setting in Options>Preferences>General needs to be unchecked. It is called Detect fast busy for disconnect. If that is checked and you have not spoken to Tech Support about using a fast busy signal as a disconnect signal, uncheck the box. [Top]

17. 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.
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. [Top]

18. Q: I have started a campaign but all the lines say, “Waiting to Dial” and nothing is happening.
A: There are a few different reasons why this could be happening:

1. Make sure that you do not have more than one SpitfireX Instance 1 or Instance 2 open at the same time. This will cause the voice logic to get stuck. Close one of the Instance 1’s and try again.
   
   
2. If you are logging in remotely to the dialer via PCAnywhere version 11 or higher over a TCP>IP connection, it could be causing a conflict with Spitfire’s voice logic. This software and also some types of VNC can cause this issue to occur. If you are able to revert to PCAnywhere 10 or 10.5, that should work. If not, we also suggest using Logmein which is free from www.logmein.com.
   
   
3. Make sure that under Options>Preferences>General>Detect fast busy for disconnect is not checked unless OPC Tech Support enabled it in order to help with disconnect tone detection issues such as being behind a PBX or Centrex lines. [Top]

19. Q: How can I import an Excel Spreadsheet with Listmaker to create a new list on the dialer?

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. [Top]