CATI Interviewer - Builder

CATI Interviewer is a section available from the side menu available to authorised users.

CATI Interviewer - This section allows you to create Agents, it works directly with the CATI Manager builder allowing the interviewer to interact with the sample loaded. All the agents working through this section will be visible in the WebConsole, in the same way as they would if a campaign was started by an external CATI and providing all the features available to CATI within the WebConsole, including full reporting.

INVADE Softphone - If the INVADE Solution Campaign has the dialling mode of PREVIEW you can use this section as a softphone to make outbound calls to a manually entered number.

NOTE. The INVADE Solution will not make calls without a campaign built from the CATI Manager section

CATI Interviewer default page header

Title CATI Interviewer = current module you are viewing

Campaign = Lists all active campaigns created within the CATI Manager section

Refresh = all active campaigns created within the CATI Manager section

Name = Name for the Agent / Location

Extension = Predefined extension number available to the INVADE Solution

Logon = Login the user to the campaign selected

Icons top right= INVADE Solution connected

User = Currently logged on Username and INVADE Solution Web Portal Version, with the ability to 'Logoff'

Create an Agent

Select the campaign you wish to login the agent (See CATI Manager). In this example INVADE110618

Enter the name of the Agent / Location (by default this will be the user logged on to the INADE Solution ) In this example admin

Enter the Predefined extension number available to the INVADE Solution (by default this will be the extension of the user logged on to the INADE Solution (see User Management) in this example 6000

Click

logon to 'activate' the agent

Note. when the agent becomes available they will be in an unavailable state

Click

'Ready', the agent is available to the INVADE Solution and sample loaded to the campaign through the CATI Manager section

The agent will then be ready to receive a call

The agent will receive a call, in this example, the current call state is in an active call, represented by the icon

on the right.

During the live call, the agent can add a result code to the call, these are common terms used within CATI and made available the INVADE Solution

Result codes available

Interview
No answer
Not available
FAX or Ansew Machine
Hard appointment
Refusal
Ineligible
Quit interview
Soft appointment
Wrong number
Conversation impossible

As part of the live call they can also end the call, click

icon, pause the call, click

Pause or complete, click

Complete.

When the call has ended and the respondent has terminated the call, the agent will be in a wrap-up state. The agent will be in a wrap-up sate until they click

Complete.

The agent will be able to see the calls made in the logging at the foot of the page

Call flow example

In this example, the current call state is in an active call, represented by the icon

on the right.

In this example, the agent is currently in an active call represented by the green bar

In this example, the number called 994000001 is represented in the Dialled number box

Note. this will be a list of all the numbers called

In this example, the call outcome as coded by the INVADE Solution is represented in the Call outcome box

Note. this will be a list of all the call outcomes as coded by the INVADE Solution

Using the interface

Various actions can take place during an active call:

Hangup with a result code

The agent can select a result code for the call from the 'ResultCode' drop down

After selection,

ResultCode can be clicked this will end the call and code the call with the selected.

Hangup without a result code

Click on

the red handset to drop the call without coding.

Pause

Click

Pause to put the Agent into an unavailable state

Manual Calls USING the INVADE Solution (PREVIEW)

To use the INVADE solution to track manual calls (no sample loaded to the INVADE Solution) you will need to create a PREVIEW campaign and calls can be made using the INVADE Solution CATI Interviewer. In this example, the number 994000001 is entered and dialled.

The campaign is created as described above and select Preview for the dial method. Once and CATI interviewer is logged on they can enter a number and click on the dial button.

Manual Calls NOT using the INVADE Solution (MANUAL) - Manual Dial Solution

To use the INVADE solution to track manual calls (no sample loaded to the INVADE Solution and separate handset/softphone used to dial the number.NOTE. This is a requirement for the USA, Auto Diallers cannot be used to dial cell phones) you will need to create a MANUAL campaign

and calls can be made using the extension number registered to the user.

The campaign is created as described above and select MANUAL for the dial method. once and CATI interviewer is logged on they can enter a number and click on the dial button. Once the dial button has been pressed they will be allowed to make this call from separate handset/softphone by keying the same numbers and dialling the call. NOTE. if the numbers do not match the call will not progress

NOTE. Other dial methods are available but are not supported at this time.