Disabling and Enabling Calls

If you need to prevent a call from being delivered to an interviewer but want the call to retain its properties, you can disable the call. To return the disabled call to the regular working state, enable it.

The CATI Supervisor module allows you to disable and enable calls at any time. A call is disabled automatically when it has been filtered by FCD when a corresponding quota limit is reached or when another quota management rule is enacted. You can see the status of a call, and why it may have been automatically disabled by looking at the Quota Status for a call (go to Identifying the Quota Status for more information).

A disabled call behaves in the same way as an enabled call; the properties of a disabled call are subject to any changes that are initiated either by the system or manually by a supervisor. The only difference is that a disabled call is never delivered to an interviewer.

Only scheduled calls can be disabled; calls that are currently in any other state cannot be disabled.

A disabled call remains visible when the "Scheduled" and "All" state is selected for viewing in the Call Management window, but it is hidden when other views are selected. A disabled call is highlighted either in red or yellow in the call list in the "Scheduled" view, but it is visible and is not indicated in any way in the "All" view.

The image below shows an example of the Scheduled view. Note the State column towards the right side of the list, which indicates the call state.

The system highlights in red calls that were disabled by the user, and in yellow calls that were disabled by quota management rules. You can view details of which quota management rules were applied to a call by looking at the Quota Status panel. Refer to <REFERENCE> for more details.

Figure 1 - Example of the Call Management window showing disabled calls

When a scheduled call that is due for delivery is disabled, it remains in the "Scheduled" view. It does not appear in the "Active" view because it cannot be delivered.

Both "Enabled" and "Disabled" call properties can be set in a number of dialogs and views, and also via the context menu commands and through the scheduling script rules.

A call can be disabled:

• When an appropriate scheduling rule is applied to that call (go to Specifying Scheduling Script Rules for more information).
• As a result of a Quota management operation, for example when a limit specified for a quota cell is reached and unused calls falling into this particular quota cell are filtered out or disabled so they cannot be used until the quota limit for that cell is changed.
• Via the context menu command in the Call Management window.
• Via the context menu command from the Quota tab in the Survey Properties view (go to Viewing and Modifying Survey Quota Settings for more information).

A disabled call can be enabled:

• When an appropriate scheduling rule is applied to that call (go to Specifying Scheduling Script Rules for more information).
• Via the context menu command in the Call Management window.
• Via the context menu command from the Quota tab in the Survey Properties view (go to Viewing and Modifying Survey Quota Settings for more information).
• From the Activate Call dialog as part of the Activate Call operation (go to Activating an Interview/call for more information).
• From the Edit Call dialog (go to Editing and Deleting a Call for more information).

Disabling a call from a call list in the Call Management window

1. Display the Call Management window (go to Viewing the Interview/Call List for more information).
2. Choose the Scheduled view to display calls.
3. Select the required calls in the call list, then right-click any selected call and choose Disable from the context menu.
4. In the sub-menu that appears, select the desired action (Selected Only, or Entire List).

The operation progress dialog opens, with the details depending on the action that was selected.

Figure 2 - Example of the Disabling selected calls progress dialog

The outcome of the Disable operation is indicated in the Progress field. In the event of a partial or unsuccessful operation, see here (go to Activating an Interview/call for more information).

Enabling a Call from a Call List in the Call Management Window

1. Display the Call Management window (go to Viewing the Interview/Call List for more information).
2. Choose the Scheduled view to display calls.
3. In the call list select the disabled calls you wish to enable, then right-click any selected call and choose Enable from the context menu.
4. In the sub menu that appears choose the desired action: Selected Only or Entire List.

The operation progress dialog opens, with the details depending on the action that was selected.

Figure 3 - Example of the Enabling selected calls progress dialog

The dialog shows the action summary and progress details (go to Activating an Interview/call for more information).