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Creating and Editing a Call Center

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    You can create any number of new call centers in addition to the default call center (go to Default and Current Call Centers for more information), and you can edit or delete any created Call Center.

    Creating a Call Center

    1. Go to the Call Centers tab.

      2. Figure 1 - The list of Call Centers displayed in the top frame

    2. Click the New button on the frame toolbar, or right-click anywhere in the list and choose New from the context menu that appears.

      3. The New Call Center overlay opens.

      Figure 2 - The New Call Center dialog

    3. Fill in the Name and Description fields.

      4. The Name is mandatory and must be unique across the system, while the Description is optional.

    4. Choose the timezone which is to be considered as local for this Call Center, or accept the default value which is the GMT timezone.
    5. From the Dialer ID drop-down list choose the ID of the dialer that will be used to make calls automatically for surveys assigned to that call center.

      6. Note that the dialer will not be used for surveys for which the Dial Mode is set to "Manual" in the Professional Authoring module. You can also choose "None" in this field, meaning that a dialer will not be used for this call center. When "None" is selected, the Dialer ID value shown in the Dialer ID column in the Call Center list will be "0".

    6. Click Create to create the new call center, or Cancel to close the window without creating a Call Center.

    The newly created Call Center is assigned an ID and displayed in the Call Center list.

    Editing a Call Center

    1. Go to the Call Centers tab.
    2. Right-click on the Call Center you want to edit and choose Properties from the context menu that appears, or click the Properties button on the frame toolbar.

      3. The Call Center Properties dialog opens.

      Figure 3 - Call Center Properties dialog

    3. Edit the Name, Description timezone and Dialer ID as required.

      4. The name is mandatory and must be unique across the system, while the description is optional.

      Note: If you attempt to change the Dialer ID while an interviewer belonging to that Call Center is logged in, the system will cancel the operation and display a warning message. Ensure all interviewers who work in the Call Center are logged out before you change the Dialer ID.

    4. Click Save to save the edited properties or Cancel to close the window without editing the Call Center.