The INVADE Manual Dial Solution (IMDS) has been designed for area's areas where auto-dialling is may not compliant comply with regulationlocal regulations. This is predominantly the USA under the Telephone Consumer Protection Act, regulated by the Federal Trade Commission. The IMDS brings you all the benefits of the INVADE Solution, such as recording, data interrogation etc whilst minimising mistakesand interviewer visibility and monitoring, whilst being wholly TCPA compliant. It also minimises the potential for human error and misdials when manually inputting numbers (the legislation requires the latter), as the agent will only be able to interviewer can only dial if they have match matched the telephone number presented by the CATI.
At INVADE, we took the option chose to keep it simple, using the same tools, look & , and feel but with the ultimate satisfaction security that you are 'dialling' your interviewers are making calls well within the broad scope of the legislation.
As with all INVADE solutions, this is available as Software-Only, Cloud, Private Cloud, Turnkey (Hardware Supplied), or own Hardware , VM and anything else?or VM.
How do does INVADE comply in by providing a manual solution, simple ? Simple and compliant as outlined below:
- In the core dialler configuration, the INVADE Manual Dial Solution parameter is set to lock the dialler as 'Manual Dial Solution' and the dialler will not be able to initiate any The INVADE Solution used for IMDS is incapable of being used for auto-dialling activities. It is not possible to auto-initiate calls regardless of any external , or internal CATI or tools connected via the API.
An agent manual dial table exists in the database. This is used to store the . - The IMDS is physically separate from other INVADE Solutions the client may have; it is housed in a separate AWS instance and is ‘stand-alone’.
- The database contains an agent ‘manual dial table’ that stores the number to be dialled, as presented by the CATI.
- A manual dialplan exists which manual dial plan is activated when the agent manually initiates a call by inputting the number presented by the CATI for that record.
How it Works for the 'manual' CATI Campaign creator and the Agent 'Dialling'
NOTE. While the option for 'mix mode' option is available with CATI, this example is a manual-only campaign that was created campaign.
- The campaign should be started with the dial method "MANUAL" easily identifying to identify the campaign agent will be using used for the dialling.
- In the CATI client, the interviewer (or agent) initiates agent logon (as it's a MANUAL campaign, the agent will not receive a telephony logon call).
- The Agentagent, via CATI client, requests an interview.
- The agent gets a screen pop with the client information and the telephone number to dial.
The agent initiates the call. - Dialler registers the number and writes a record to the 'agent allowed to dial table' with the agent extension and the intended respondent number. The agent dials the respondent number manually. , i.e., picks up the phone (softphone or hard phone) and punches in the respondent number.
- If the number matches the entry in the 'agent allowed to dial table', the call proceeds as normal.
- If the number is does not matchedmatch, the dial plan will reject the call, and the call will not proceed.
- After successful call initiation by the interviewer, the standard dialler behaviour INVADE Solution behaviour (call recording/monitoring/creation of call data records) etc) applies.
- After the call is finished, the agent hangs up or respondent hangs up first (the agent still needs to hang up as well).
- The agent should will code the call and notify the CATI that they are ready for the next call.