An interviewer who is logged in to a Blend module may receive an inbound call from an ACD. The appropriate case (record) can be automatically loaded from the project database by means of the case id. (if supplied by IVR for example) or the telephone number of the caller. Alternatively, a new empty case can be created if the project is configured to do so.
Note: For tools available for managing the call see 'Advanced Features'.
In other situations, however, the interviewer may be required to identify and select the appropriate case that needs to be loaded. This is determined by a configuration option set in the ACD module. This feature pops up a window in which the interviewer types the search criteria in the displayed entry field(s). Cases (records) which match the search criteria are presented; the interviewer double-clicks on one to select it and associate it with the caller. The search fields which are displayed are configured in the project's CATI module.
A screen shot of a search window is shown below. In addition to searching by Case (Record) Id and Phone number, the CATI module has been configured to include questions Q1, Q2 and Q4 as search fields: