In this article
The CATI Supervisor module can handle inbound calls when it is connected to an integrated dialer which supports inbound call processing technology.
Inbound call processing technology relies on the DDI (Direct Dial-In) number list, and a scheduling script which may involve specific functions and methods used in custom scripting to handle inbound calls. The work of the dialer must also be configured, however most of the dialer's functionality is handled in the background and it is not usually necessary for the supervisor to edit any of these parameters.
When a call is created, the system runs a scheduling script to process inbound calls. This script must be created beforehand and must contain the "Accept Inbound Call" action. Other parameters for this script are optional.
Figure 1 - Example of a scheduling script for handling inbound calls
Calls have a property called the "CLI Number" (an identified telephone number from which the inbound call comes). The CLI number can be used in scheduling scripts to filter calls. A scheduling script for accepting inbound calls can contain other rules and actions which help in processing an inbound call.
It is recommended to use the "Increment priority" action for inbound calls to forcibly increase the Priority value so that the call can be delivered to an interviewer as fast as possible. This is especially important when calls are delivered in the "non-Predictive" mode.
A range of extended statuses are available that can be assigned to inbound calls when they are detected and as a result of different outcomes. These extended statuses can be used in scheduling scripts as filters for handling calls.
The CLI (Caller ID) of a calling respondent is a call parameter that can also be used as a filter in scheduling scripts.
Routing Inbound Calls Using a Scheduling Script
The CATI system provides a function that helps setting up a filter for a scheduling rule action that can route inbound calls.
The Scheduling.DdiNumber is a function that can be used in a scheduling rule for inbound calls that allows actions to be filtered based on the DDI number dialed to enter a survey (where more than one DDI number may be assigned to the same survey).
This example shows how to assign language groups dynamically based on the DDI number.
To instruct the system to route a calling respondent to the appropriate survey we should add (for example, one DDI number is intended for people who speak English language - they are to take an English language questionnaire, and another one - for people who speak French - they are to take a French language questionnaire. The English language questionnaire is associated with DDI number "12345" while the French language questionnaire is associated with DDI number "67890".
The supervisor should add the "Assign User/Groups" action twice to a corresponding scheduling script. Both actions should have the "Filter Enabled" option turned on!
The first added action should use the Scheduling.DdiNumber function telling the action should be applied to a respondent who dials a DDI number equaling '12345'. The Value for this action should be the ID of an interviewer or an interviewer group, "10" in this example, who is supposed to conduct interviews in English. If the system encounters the DDI number, it routes the call to a corresponding interviewer. An example of such an action is shown below.
Figure 2 - A scheduling rule action routing respondents based on a DDI number
The second action the supervisor should add should be applied to a respondent who dials a DDI number equaling '67890'. The Value for this action should be the ID of an interviewer or an interviewer group, "11" in this example, who is supposed to conduct interviews in French. An example of such an action is shown below.
Figure 3 - A scheduling rule action that routes respondents based on a DDI number