Configuring Inbound Call Settings

Note that the feature described in this article is only available if the Inbound Call processing add-on is enabled for your company.

The supervisor can register telephone numbers that will be used to receive respondent calls for inbound or "blended" surveys. Such telephone numbers are called DDI (or "Direct Dial-In") numbers. The list of DDI numbers is maintained on the "Inbound settings" tab of the Resources item of the navigation menu.

Figure 1 - Example of a list of DDI numbers

A DDI telephone number can be configured to work with a unique pair of a survey and a dialer, otherwise there are no restrictions in configuring a DDI number.

The DDI number list provides the following information presented in columns:

• Telephone number - this is the DDI number.
• Survey ID - this is the ID of the survey this DDI number is associated with.
• Survey name - this is the name of the survey this DDI number is associated with.
• Dialer name - this is the name of the dialer which will be used to handle calls for this DDI number.
• Dialer ID - this is the ID of the dialer which will be used to handle calls for this DDI number.
• Has Overriding Messages - indicates that on-hold messages exist that have been added specifically for this DDI number (go to On-hold Messages for more information).

You can perform the following operations with the list items:

• Add a DDI number to the list.
• Edit information related to a DDI number currently on the list.
• Add overriding on-hold messages for a selected DDI number. These messages will be played instead of those specified as "Default" in the Default On-Hold Messages list.
• Delete a DDI number from the list.

In addition, you can configure messages that will be played to a respondent when the system starts to process their call. As in most cases the respondent is not guaranteed an immediate contact with the interviewer, and a situation is possible when no-one can answer this call, the CATI system provides a number of "On-hold" messages that inform the calling respondent how long they have to wait for an answer, or whether they have to call again later (go to On-hold Messages for more information).

Adding a DDI Number

1. Click the Add DDI number button in the frame toolbar, or right-click any row in the table that contains information and choose Add DDI number from the context menu.

The Add DDI Number dialog opens.



Figure 2 - Adding DDI numbers to the list

2. Enter the DDI number in the DDI number field, then choose a dialer from those available for your company.
3. To choose an inbound survey, click the Select Survey button to display the Add Survey dialog and select the survey.
4. Click the Add button.

The Add DDI number dialog closes and the selected parameters are displayed as a row in the top frame.

Editing Information Related to a DDI number Currently on the List

1. Select from the list of DDI numbers the DDI number you wish to edit.
2. Click the Edit DDI number button in the frame toolbar, or right-click the selected row and choose Edit DDI number from the context menu.

The Edit DDI number dialog opens.



Figure 3 - Editing information related to a DDI number currently on the list

You cannot edit the DDI number itself

3. Choose another dialer as necessary from the Dialer drop-down list.
4. Click the Select Survey button to choose another survey to associate with this DDI number.
5. On completion click Save.

Deleting Information Related to a DDI Number Currently On the List

1. Select from the list of DDI numbers the DDI number you wish to edit.
2. Click the Delete DDI number button in the frame toolbar, or right-click the selected row and choose Delete DDI number from the context menu.

A prompt is displayed asking you to confirm the deletion.

3. Click OK to delete the selected DDI numbers.

Managing DDI-Specific Recorded Messages

When required, you can add a set of "overriding" on-hold messages to be played to respondents who call a specific DDI number.

Right-click the required DDI number in the list and choose Manage DDI specific recorded messages from the context menu.

The list of On-Hold Messages is displayed (go to Configuring the Overriding On-hold Messages for more information).