In this article
There are several possible scenarios for managing survey projects with inbound calls. These scenarios are described in the following part of the documentation.
Note: There is a variety of industry terms and abbreviations used when referring to caller ID and direct dial numbers but here we will be using CLI for Caller ID (Calling Line Identification) and DDI for Direct Dial In (also known as DID for Direct Inward Dialing).
For all inbound scenarios that involve the dialer, it is necessary to specify a DDI number association with a survey and for the survey schedule to include a rule for calls with the status ‘Inbound Call’. As a minimum, this rule must contain an ‘Accept inbound call’ action.
Figure 1 - Example of a rule with an ‘Accept inbound call’ action