INVADE Manual Dial Solution (IMDS) - TCPA Compliant Dialling

Owned by Scott D Child
Last updated: Nov 05, 2018Version comment
2 min read

The INVADE Manual Dial Solution (IMDS) has been designed for area's where auto dialling is not compliant with regulation. 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 mistakes, as the agent will only be able to dial if they have match the telephone number presented by the CATI.

At INVADE we took the option to keep it simple, same tools, look & feel but with the ultimate satisfaction that you are 'dialling' 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), own Hardware, VM and anything else?

How do INVADE comply in providing a manual solution, simple and compliant as outlined below:

  1. 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 calls regardless of any external, internal CATI or tools connected via the API.

  2. An agent manual dial table exists in the database. This is used to store the number to be dialled, as presented by the CATI.

  3. A manual dialplan exists which is activated when the agent manually initiates a call.

How it Works for the 'manual' CATI Campaign creator and the Agent 'Dialling' 

NOTE. While the option for 'mix mode' is available with CATI, this example is a manual only created campaign.

  1. The campaign should be started with dial method "MANUAL" easily identifying the campaign agent will be using for the dialling.

  2. In the CATI client, the agent initiates agent logon (as it's a MANUAL campaign the agent will not receive telephony logon call).

  3. The Agent, via CATI client, requests an interview.

  4. The agent gets a screen pop with the telephone number to dial.

  5. The agent initiates the call.

  6. Dialler registers the number and writes a record to the 'agent allowed to dial table' with agent extension and 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.

  7. If the number matches the entry in the 'agent allowed to dial table', the call proceeds as normal.

  8. If the number is not matched, the dial plan will reject the call and the call will not proceed.

  9. After successful call initiation, the standard dialler behaviour applies.

  10. After the call is finished, the agent hangs up or respondent hangs up first (agent still needs to hang up as well).

  11. The agent should code the call and notify the CATI that they are ready for the next call.