CallWeb - doccati

Appendix B

Recent changes and additions

Date	Change / addition
November 30, 2015	Creation of the agents data base table upon need.
February 14, 2015	Addition of the # Other n in cwsuper pound instruction.
July 14, 2014	Addition of Break, Coaching, and Training buttons on the case selection screen.
July 12, 2014	Every QUOTA variable is indexed in the database to speed up call queue updates.
November 26, 2012	Addition of the capacity to save and reload call queue update schemes.
November 20, 2012	The calling time window can be defined independently for each day of the week, as well as separately for each call group.
November 28, 2011	The batch dialer can be used with batches of one, eliminating the need for an agent queue, and answering machine detection is optional.
September 8, 2011	Call disposition codes can be reordered within categories and alphabetically in cwcodescati.cgi.
August 27, 2011	Call disposition codes can now be attributed display conditions.
August 24, 2011	Several batch dialer disposition codes can be mapped to the same CallWeb call disposition code.
August 17, 2011	Extension of the ability to flag bad telephone numbers available as INFOCATI "T"-type open-end parts: a list of categories of situations can be displayed as a dropdown in the interviewer interface.
August 16, 2011	The batch dialer senses a situation where all channels are used and adapts.
April 20, 2011	Addition of a predictive/batch dialer which automatically interprets call results, stores them in the CallWeb call history and passes live calls to interviewers/agents.
November 18, 2010	Support added for Asterisk 1.6.
July 5, 2010	Addition of the "no interface" option to cwphone.cgi.
April 7, 2010	The SELECTION3 variable can be defined as a DROPDOWN question, in which case it is presented as such to the interviewer.
March 11, 2010	cwnav.cgi can reassign GMT offsets massively when the telephone number GMT offets are changed (for example, Saskatchewan in Canada).
December 5, 2009	Addition of CSS control over the CATI buttons.
November 23, 2009	Addition of interviewer personal notes.
September 13, 2009	Call disposition codes can be attributed a permission level such that they are displayed to interviewers or not according to the level of permission assigned to the interviewer.
August 19, 2009	Only CATI projects (i.e., those with disposition codes) are offered to interviewers during their login procedure (thus excluding Web projects in the same instance).
July 18, 2009	Addition of a new module, cwsuperplan.cgi, which calculates the projected callback queue for all active projects.
July 16, 2009	Addition of the # Basic call management pound instruction to control the type of delay values used in call queue management.
July 8, 2009	The call history can be displayed without identification of the interviewers who logged the calls.
February 11, 2009	The productivity reporting module reports the number of calls made per hour excluding time spent toward completed interviews.
February 9, 2009	Interviewers are offered a Switch projects button so that they can change projects without having to log out and back in.
February 8, 2009	Addition of the "training mode" that displays the questionnaire without consideration for the skips and display conditions and which does not substitute response recalls. This is meant as a demonstration mode for interviewer training.
December 2, 2008	Addition of the $contexte{interviewer} key that contains the name of the interviewer as stored in the questionnaire record (_stock field).
November 24, 2008	Addition of an automatic quota closure mechanism in CATI mode.
August 28, 2008	The field management module (cwsuper.cgi) is fully customizable such that only key information can be displayed, making it cell-phone browser friendly.
June 23, 2008	The field management module (cwsuper.cgi) calculates projected interviewer hours required to complete a project and reports variance with budgeted hours.
May 31, 2008	The default interviewer productivity index may now be redefined across projects using the productivity_index installation option or on a project by project basis using the "Productivity index" pound instruction.
May 30, 2008	Monitoring of interviews is now possible for external telephone numbers.
May 24, 2008	Users of the CallWeb dialer based on the Asterisk PBX can now display the entire call history of a particular telephone number in the cwphone.cgi module.
May 9, 2008	Correction of the way the VERBATIM question type treats multiple-response questions. A bug-fix, really.
May 6, 2006	The Do-not-call list is now real-time: a number found in the list is not dialled — in addition to not being prepopulated at the outset. This allows for immediate action on respondent requests.
March 31, 2008	New asynchronous messaging system for supervisors integrated in the CATI control centre.
March 13, 2008	A group label can be added to projects in BASEprojets. It is used to group projects on the CATI control centre page.
February 12, 2008	New shift_start_time_ installation instruction controls the time of day stored in time transactions at the beginning of shifts.
February 11, 2008	Modification of the case reservation procedure to dispatch cases without locking tables while avoiding double dispatch.
February 11, 2008	Addition of the ability for interviewers to search for a case across multiple projects. This is particularly useful for the in-bound component of projects.
February 7, 2008	Addition of the ability to flag bad telephone numbers available as INFOCATI "T"-type open-end parts.
February 7, 2008	Addition of drill-down links in cwprod to ease the analysis of the productivity data.
February 2, 2008	Addition of a messaging system for supervisors to instruct interviewers. Interviewers can be selected by projects they work on.
December 4, 2007	A new CONTACT type of question acts as a contact script for telephone interviews.
December 1, 2007	The Linear CATI mode pound instruction changes the system behaviour such that the questionnaire opens in the same window as the call management screen and a button is displayed at the top of the questionnaire to return to the call management screen.
November 26, 2007	The Maximum interviewers pound instruction controls how many interviewers can log into a project at once.
October 18, 2007	Call results are stored (and immediately accessible) in BASEappels as soon as the interviewer registers one. Thus, supervisors can get real-time data on call results by polling BASEappels and interviewers get reliable counts on their result buttons.
October 4, 2007	Addition of supervisor control over the priority of callbacks, i.e., numbers least used first (the rule up to now) vs. numbers most used first.
October 2, 2007	cwnav can scan BASEtemps looking for overlapping and open transactions. The results are stored in the ERROR BASEtemps field.
October 2, 2007	Interviewers can be defined in BASEpasse as not accruing time in BASEtemps.
October 1, 2007	Addition of various fields in BASEpasse and BASEtemps in preparation for additional features. THIS UPDATE REQUIRES RECOMPILING BASEpasse and BASEtemps.
September 29, 2007	Addition of ability to select a subset of data columns in cwprod.
September 29, 2007	Addition of the average duration of the completed questionnaires in cwprod. THIS UPDATE REQUIRES RECOMPILING BASEprod.
September 27, 2007	Addition of the capacity for interviewers to visualize their own time accumulated in CallWeb data bases.
September 24, 2007	Tighter control of the call queue: interviewers must enter a call result before requesting another number. NOTE: this change requires that the call back queues be updated from the CATI center module.
September 20, 2007	Addition of a field to the call queue to identify the interviewer who reserved a particular case.
September 18, 2007	The number of call results of each type obtained during the day is displayed to the interviewer.
September 18, 2007	Addition of a short version of the field result report.
September 3, 2007	Extension of the interviewer demonstration mode. In the new demo mode, interviewers are taken through all of the steps of the real mode but none of their inputs are saved in the data bases.
September 1, 2007	Addition of the mass modification of call result codes.
August 31, 2007	Addition the Supervisor Password pound instruction to control access to the call queue management.
August 31, 2007	Addition of supervisor functions to control the call back queue.
May 31, 2007	A new option controls the display of appointment schedules in the cwsuper.cgi module.
May 24, 2007	The cwsuper.cgi module can display real time counts of completed questionnaires. It can also can report the activity in non-CATI projects.
April 23, 2007	The State of the Fieldwork table now includes all quota testing questions.
April 20, 2007	Modification to the classification scheme for disposition codes and of the calculation of response rates to respect new MRIA/Statistics Canada standards. CAUTION: this update requires that CATI code classification be revised in active projects for the response rate calculation to work.
April 19, 2007	The contrain_to_groups installation instruction controls the display of the free selection of cases when groups exist for a CATI project.
March 27, 2007	Added the ability to play audio files during interviews..
March 7, 2007	The interviewer appointment clock can be displayed as a 12-hour clock or as a 24-hour clock.
March 1, 2007	Appointments are dispatched no earlier than two minutes before the appointment time; appointments outside of normal project hours are not dispatched if missed by more than 30 minues.
February 13, 2007	Interviewers can change their own password if the system installation includes the allow_password_change_by_interviewers option.
February 9, 2007	Addition of a demo or practice mode for interviewers; they can work in the questionnaire without saving any data.
February 2, 2007	The identification of the last human contact among call results was speeded up and made available in data extraction.
January 16, 2007	Addition of a selection criterion in cwnav to identify cases which have been attributed for interviews.
December 11, 2006	Time zones may be defined at the telephone exchange level to accommodate exceptions to the area code rules.
December 8, 2006	Working hand in hand with the Asterisk PBX software, cwphone.cgi documents current telephone activity and initiates audio-visual supervision.
December 6, 2006	Various adjustments to avoid that the same case be distributed to two interviewers simultaneously.
October 28, 2006	Interview groups are now dynamic: changes made by supervisors to group definitions are automatically dispatched to interviewers.
October 26, 2006	Addition of interview groups and of the capacity for interviewers to request cases on the basis of these groups.
October 25, 2006	Addition of a third selection criterion for pulling cases from the data base.
October 24, 2006	New CATI selection 3 pound instruction.
August 16, 2006	Addition of a Do-not-call list feature using the BASEdonotcall project and the "Use do not call list" and "Do not call email" pound instructions.
August 13, 2006	Complete integration with the Asterisk open source PBX.
August 8, 2006	The "state of the call queue" button in cwsuper.cgi now displays the average number of calls per case.
August 8, 2006	New selection criterion in all utility programs allowing focus on cases inside or outside the call queue.
August 8, 2006	New installation options to control the permissible delay between the recording of two calls to the same case.
July 31, 2006	New installation options to control the size of the comment entry box for interviewers.
June 7, 2006	New option to report on the most recent call or the most recent human contact in cwoutcomes.cgi.
May 22, 2006	Addition of the cwprod.cgi productivity reporting module..
February 19, 2006	Each project has its own earliest and latest call times which are enforced upon assignment of telephone numbers such that a number will not be dispatched to be called outside of this time bracket.
February 19, 2006	Call times and appointment times are stored in GMT time.
February 13, 2006	A search for a particular record performed by an interviewer can now use _telkey or _telephone as well as be based on the full field, the beginning of the field or any part of the field.
February 13, 2006	The telephone number (in the _telephone field) is now distinct from the case key (_telkey).
February 10, 2006	The new VERBATIM question type allows for the easy cleaning of character open-ends at the end of an interview.
January 18, 2006	The priority given to each case in the call-back list depends, in part, on the most recent call result (i.e., call results with short latency are given more priority than call results with long latency).
January 18, 2006	The pace at which cases are brought back into the interviewing pool can be adjusted to the previous call result code (e.g., Busy signals can be brought back to interviewers faster than No answer calls).
January 18, 2006	Acceleration of the interviewer login.

Appendix B

Recent changes and additions

Date	Change / addition
November 30, 2015	Creation of the agents data base table upon need.
February 14, 2015	Addition of the # Other n in cwsuper pound instruction.
July 14, 2014	Addition of Break, Coaching, and Training buttons on the case selection screen.
July 12, 2014	Every QUOTA variable is indexed in the database to speed up call queue updates.
November 26, 2012	Addition of the capacity to save and reload call queue update schemes.
November 20, 2012	The calling time window can be defined independently for each day of the week, as well as separately for each call group.
November 28, 2011	The batch dialer can be used with batches of one, eliminating the need for an agent queue, and answering machine detection is optional.
September 8, 2011	Call disposition codes can be reordered within categories and alphabetically in cwcodescati.cgi.
August 27, 2011	Call disposition codes can now be attributed display conditions.
August 24, 2011	Several batch dialer disposition codes can be mapped to the same CallWeb call disposition code.
August 17, 2011	Extension of the ability to flag bad telephone numbers available as INFOCATI "T"-type open-end parts: a list of categories of situations can be displayed as a dropdown in the interviewer interface.
August 16, 2011	The batch dialer senses a situation where all channels are used and adapts.
April 20, 2011	Addition of a predictive/batch dialer which automatically interprets call results, stores them in the CallWeb call history and passes live calls to interviewers/agents.
November 18, 2010	Support added for Asterisk 1.6.
July 5, 2010	Addition of the "no interface" option to cwphone.cgi.
April 7, 2010	The SELECTION3 variable can be defined as a DROPDOWN question, in which case it is presented as such to the interviewer.
March 11, 2010	cwnav.cgi can reassign GMT offsets massively when the telephone number GMT offets are changed (for example, Saskatchewan in Canada).
December 5, 2009	Addition of CSS control over the CATI buttons.
November 23, 2009	Addition of interviewer personal notes.
September 13, 2009	Call disposition codes can be attributed a permission level such that they are displayed to interviewers or not according to the level of permission assigned to the interviewer.
August 19, 2009	Only CATI projects (i.e., those with disposition codes) are offered to interviewers during their login procedure (thus excluding Web projects in the same instance).
July 18, 2009	Addition of a new module, cwsuperplan.cgi, which calculates the projected callback queue for all active projects.
July 16, 2009	Addition of the # Basic call management pound instruction to control the type of delay values used in call queue management.
July 8, 2009	The call history can be displayed without identification of the interviewers who logged the calls.
February 11, 2009	The productivity reporting module reports the number of calls made per hour excluding time spent toward completed interviews.
February 9, 2009	Interviewers are offered a Switch projects button so that they can change projects without having to log out and back in.
February 8, 2009	Addition of the "training mode" that displays the questionnaire without consideration for the skips and display conditions and which does not substitute response recalls. This is meant as a demonstration mode for interviewer training.
December 2, 2008	Addition of the $contexte{interviewer} key that contains the name of the interviewer as stored in the questionnaire record (_stock field).
November 24, 2008	Addition of an automatic quota closure mechanism in CATI mode.
August 28, 2008	The field management module (cwsuper.cgi) is fully customizable such that only key information can be displayed, making it cell-phone browser friendly.
June 23, 2008	The field management module (cwsuper.cgi) calculates projected interviewer hours required to complete a project and reports variance with budgeted hours.
May 31, 2008	The default interviewer productivity index may now be redefined across projects using the productivity_index installation option or on a project by project basis using the "Productivity index" pound instruction.
May 30, 2008	Monitoring of interviews is now possible for external telephone numbers.
May 24, 2008	Users of the CallWeb dialer based on the Asterisk PBX can now display the entire call history of a particular telephone number in the cwphone.cgi module.
May 9, 2008	Correction of the way the VERBATIM question type treats multiple-response questions. A bug-fix, really.
May 6, 2006	The Do-not-call list is now real-time: a number found in the list is not dialled — in addition to not being prepopulated at the outset. This allows for immediate action on respondent requests.
March 31, 2008	New asynchronous messaging system for supervisors integrated in the CATI control centre.
March 13, 2008	A group label can be added to projects in BASEprojets. It is used to group projects on the CATI control centre page.
February 12, 2008	New shift_start_time_ installation instruction controls the time of day stored in time transactions at the beginning of shifts.
February 11, 2008	Modification of the case reservation procedure to dispatch cases without locking tables while avoiding double dispatch.
February 11, 2008	Addition of the ability for interviewers to search for a case across multiple projects. This is particularly useful for the in-bound component of projects.
February 7, 2008	Addition of the ability to flag bad telephone numbers available as INFOCATI "T"-type open-end parts.
February 7, 2008	Addition of drill-down links in cwprod to ease the analysis of the productivity data.
February 2, 2008	Addition of a messaging system for supervisors to instruct interviewers. Interviewers can be selected by projects they work on.
December 4, 2007	A new CONTACT type of question acts as a contact script for telephone interviews.
December 1, 2007	The Linear CATI mode pound instruction changes the system behaviour such that the questionnaire opens in the same window as the call management screen and a button is displayed at the top of the questionnaire to return to the call management screen.
November 26, 2007	The Maximum interviewers pound instruction controls how many interviewers can log into a project at once.
October 18, 2007	Call results are stored (and immediately accessible) in BASEappels as soon as the interviewer registers one. Thus, supervisors can get real-time data on call results by polling BASEappels and interviewers get reliable counts on their result buttons.
October 4, 2007	Addition of supervisor control over the priority of callbacks, i.e., numbers least used first (the rule up to now) vs. numbers most used first.
October 2, 2007	cwnav can scan BASEtemps looking for overlapping and open transactions. The results are stored in the ERROR BASEtemps field.
October 2, 2007	Interviewers can be defined in BASEpasse as not accruing time in BASEtemps.
October 1, 2007	Addition of various fields in BASEpasse and BASEtemps in preparation for additional features. THIS UPDATE REQUIRES RECOMPILING BASEpasse and BASEtemps.
September 29, 2007	Addition of ability to select a subset of data columns in cwprod.
September 29, 2007	Addition of the average duration of the completed questionnaires in cwprod. THIS UPDATE REQUIRES RECOMPILING BASEprod.
September 27, 2007	Addition of the capacity for interviewers to visualize their own time accumulated in CallWeb data bases.
September 24, 2007	Tighter control of the call queue: interviewers must enter a call result before requesting another number. NOTE: this change requires that the call back queues be updated from the CATI center module.
September 20, 2007	Addition of a field to the call queue to identify the interviewer who reserved a particular case.
September 18, 2007	The number of call results of each type obtained during the day is displayed to the interviewer.
September 18, 2007	Addition of a short version of the field result report.
September 3, 2007	Extension of the interviewer demonstration mode. In the new demo mode, interviewers are taken through all of the steps of the real mode but none of their inputs are saved in the data bases.
September 1, 2007	Addition of the mass modification of call result codes.
August 31, 2007	Addition the Supervisor Password pound instruction to control access to the call queue management.
August 31, 2007	Addition of supervisor functions to control the call back queue.
May 31, 2007	A new option controls the display of appointment schedules in the cwsuper.cgi module.
May 24, 2007	The cwsuper.cgi module can display real time counts of completed questionnaires. It can also can report the activity in non-CATI projects.
April 23, 2007	The State of the Fieldwork table now includes all quota testing questions.
April 20, 2007	Modification to the classification scheme for disposition codes and of the calculation of response rates to respect new MRIA/Statistics Canada standards. CAUTION: this update requires that CATI code classification be revised in active projects for the response rate calculation to work.
April 19, 2007	The contrain_to_groups installation instruction controls the display of the free selection of cases when groups exist for a CATI project.
March 27, 2007	Added the ability to play audio files during interviews..
March 7, 2007	The interviewer appointment clock can be displayed as a 12-hour clock or as a 24-hour clock.
March 1, 2007	Appointments are dispatched no earlier than two minutes before the appointment time; appointments outside of normal project hours are not dispatched if missed by more than 30 minues.
February 13, 2007	Interviewers can change their own password if the system installation includes the allow_password_change_by_interviewers option.
February 9, 2007	Addition of a demo or practice mode for interviewers; they can work in the questionnaire without saving any data.
February 2, 2007	The identification of the last human contact among call results was speeded up and made available in data extraction.
January 16, 2007	Addition of a selection criterion in cwnav to identify cases which have been attributed for interviews.
December 11, 2006	Time zones may be defined at the telephone exchange level to accommodate exceptions to the area code rules.
December 8, 2006	Working hand in hand with the Asterisk PBX software, cwphone.cgi documents current telephone activity and initiates audio-visual supervision.
December 6, 2006	Various adjustments to avoid that the same case be distributed to two interviewers simultaneously.
October 28, 2006	Interview groups are now dynamic: changes made by supervisors to group definitions are automatically dispatched to interviewers.
October 26, 2006	Addition of interview groups and of the capacity for interviewers to request cases on the basis of these groups.
October 25, 2006	Addition of a third selection criterion for pulling cases from the data base.
October 24, 2006	New CATI selection 3 pound instruction.
August 16, 2006	Addition of a Do-not-call list feature using the BASEdonotcall project and the "Use do not call list" and "Do not call email" pound instructions.
August 13, 2006	Complete integration with the Asterisk open source PBX.
August 8, 2006	The "state of the call queue" button in cwsuper.cgi now displays the average number of calls per case.
August 8, 2006	New selection criterion in all utility programs allowing focus on cases inside or outside the call queue.
August 8, 2006	New installation options to control the permissible delay between the recording of two calls to the same case.
July 31, 2006	New installation options to control the size of the comment entry box for interviewers.
June 7, 2006	New option to report on the most recent call or the most recent human contact in cwoutcomes.cgi.
May 22, 2006	Addition of the cwprod.cgi productivity reporting module..
February 19, 2006	Each project has its own earliest and latest call times which are enforced upon assignment of telephone numbers such that a number will not be dispatched to be called outside of this time bracket.
February 19, 2006	Call times and appointment times are stored in GMT time.
February 13, 2006	A search for a particular record performed by an interviewer can now use _telkey or _telephone as well as be based on the full field, the beginning of the field or any part of the field.
February 13, 2006	The telephone number (in the _telephone field) is now distinct from the case key (_telkey).
February 10, 2006	The new VERBATIM question type allows for the easy cleaning of character open-ends at the end of an interview.
January 18, 2006	The priority given to each case in the call-back list depends, in part, on the most recent call result (i.e., call results with short latency are given more priority than call results with long latency).
January 18, 2006	The pace at which cases are brought back into the interviewing pool can be adjusted to the previous call result code (e.g., Busy signals can be brought back to interviewers faster than No answer calls).
January 18, 2006	Acceleration of the interviewer login.