CATI Interviewer with built-in softphone is a section available from the side menu available to authorised users.
CATI Interviewer - This section allows you to create Agents, this section works directly with CATI Interviewer section 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, a campaign started by an external CATI. This will give you the feature available to CATI within the WebConsole, including full reporting.
INVADE Softphone - If the INVADE Solution is activated for manual calls you can use this section as a softphone to make outbound calls to a manually entered number NOTE. This is the same as a normal phone, if you enter an incorrect number you will hear the tone as provided by the telco. +++++ is this correct??+++++ or is it the dialler sound files ++++++
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 
= Logon 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'
NOTE. The ability to Monitor, coach & barge is not available in this section
Create an Agent
Select the campaign you wish to logon the agent
Enter the name of the Agent / Location
Enter the Predefined extension number available to the INVADE Solution
Click
logon to 'activate' the agent
Note. when first active the agent 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
In the following example, the Agent 'vilius' at extension 6000 is logged to the Test campaign (Predictive)
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
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 unavalible state
Making a manual call using the INVADE Softphone
To enter a number manually the agent must be in an unavalible state and enter the number into "dial number" input field and click green handset. EXAMPLE NEEDED big v to walk through
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In the "Cati Interviewer" you have cati client, where the agent would be logging on and controlling the interviews.
"Campaign" drop down you can select which campaign agent should logon to.
"name" input you can choose what is your agent name, by default its the username with which you logged into the portal
"extension" input you can put the extension name with which you want to login, by default its configured with the webportal user account.
"Logon" is the logon start button
Once you logged on you will see the following:
Clicking on "Ready" will make you available on the dialler and if there is sample loaded the dialler will start dialling. Once you connected you will see the following:
You can select "Result code" from the drop down and click ResultCode button to end and code the call. Clicking on red handset will just drop the call without coding. "Pause" will make you unavailable again.
On the right hand side from the "Interviewer Control Panel" label, there is an icon which represents current call state.
At the bottom you have a list of calls you took.
If you want to dial manually you must be in "unavailable" state put the number into "dial number" input field and click green handset.
All the agents working through here will be visible in the console, as if the campaign was started from any cati you use. You can control dial methods, call recordings, listen in and most importantly you will get the call stats.
