In the case of Preview dialing, the dialer does not place a call until instructed to do so by the interviewer. As its title suggests, the interviewer may preview whatever information is available about the case before initiating the call. The services of a number server are not required, and each case is supplied to the interviewer directly from the project database. All the settings are described in the Predictive module.
Once the interviewer has initiated the call, the degree of automation in its subsequent handling depends on options configurable in this module:
Automatic Call Disposition. This option removes from the interviewer the task of coding the call outcome if the call is not connected; this is automatically performed by the Pronto dialer. If this option is not selected, the interviewer must always code the outcome of the call.
Use CPA. This option (Call Progress Analysis) operates together with Automatic Call Disposition (see above). It consists of the same settings available for Predictive and Non-Predictive modules. A connected call that is recognized as an answering machine, fax, modem, etc. will be automatically disposed for the interviewer. The system will display the call outcome to the interviewer, set the last call result, add an entry to the call history and automatically close the current case. If this option is not selected, the interviewer will hear what is on the telephone line, and be required to code the outcome of the call.
Note:
Cases in the sample database whose 'Dialing Mode' is set to 'Preview' can only be dispatched to interviewers logged into a Preview or Hybrid module. See Hybrid module.
Cases in the sample database belonging to strata with designated 'roles' can only be dispatched to interviewers logged into a Preview module.
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Setting |
Description |
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This drop-down list allows you to choose amongst the one or more Pronto Servers that are installed. It also populates the Lines Assignment list with the line groups defined for that Pronto server. |
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Module Type |
The type of Pronto module selected i.e. Preview |
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Maximum Lines |
The maximum number of lines that the predictive algorithm can use. |
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Maximum Agents |
The maximum number of interviewers (agents) that can be working in the project at the same time. When this number is reached, a message to this effect will appear on the screens of agents trying to access the project. |
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Src. CATI module |
Used to indicate which of the project's CATI modules to work with. |
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Lines Assignment |
The Name is a numbered subset of telephone lines connected to the Pronto Server (defined as a line group). The number of line groups in the list depends on the Pronto Server configuration set by VOXCO and the client. Choices in this list determine which of the Pronto Server's line groups and features can be used for this project. Advanced. This option enables advanced features on the selected group. See Agent Settings. Preview. Enables preview calls to made on the selected line group. Note: This option enables the choice of the lines (and possibly services ) which are most advantageous or cost effective for the project. |
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Origination Phone Number |
The number to be used for Caller Id. display and optionally CNAM display under SIP protocol. The @ sign is used as the delimiter between the CNAM and the Caller ID. Examples: 5551234567 |
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Phone Template |
A conditional set of rules for converting telephone numbers obtained from the project database into the specific digits to be dialed by the Pronto Server. See Phone Templates |
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Monitoring |
This box displays Monitoring modules which are installed in the System Modules master folder. It allows you to choose which of these Monitoring modules can be used to monitor (audio) the Preview module. Note: You can also configure this option from each Monitoring module. |
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Use Automated Call Disposition |
This option, as described at the beginning of this topic, removes from the interviewer the responsibility for coding the call outcome if the call is not connected; this is automatically performed by the Pronto dialer. If this option is not checked, the interviewer must always code the outcome of the call. |
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Call Progress Analysis |
This option, as described at the beginning of this topic, operates together with Automatic Call Disposition option. It comprises the same settings available for Predictive and Non-Predictive modules. A connected call that is recognized as an answering machine, fax, modem, etc. will be automatically disposed for the interviewer. The system will display the call outcome to the interviewer, set the last call result, add an entry to the call history and automatically close the current case. If this option is not checked, the interviewer will hear what is on the telephone line, and have to code the outcome of the call. |