Managing a call

Whether the interviewer has requested an automatic number or a specific case, a menu resembling the one below is displayed.

int3travail

This menu is made up of four areas:

  • The top area relates to the telephone number selected. The number is displayed on a yellow button, ready to dial. This button is used to start the questionnaire in a new browser window in case the contact is successful. If the project parameters allow that interviewers modify the telephone number, two text boxes are offered in case a different telephone number needs to be recorded; this new number is saved with the "Save this number" button.
  • The middle left part of the menu supplies information on the case: the comment recorded as part of the last contact; the stratum to which the case belongs; any other data that was given the INFOCATI type; and, information on the last call. This is also where the appointment buttons are located (see last bullet).
  • The bottom left part of the menu gives the interviewer the choice of the operation that will follow the present case: either the system will supply another automatic number or it will display the three-way decision menu which allows to search for a particular number or to terminate a work session.
  • The right side of the menu lists possible result codes (remember that these result codes are not fixed but rather entirely customizable on a project by project basis). Once the interviewer has determined how the call ended (completion, refusal, etc.), he/she clicks on the appropriate button; this result is appended to the call history and the interviewer is supplied with the window selected in the bottom left portion of the current menu. The interview completion button is always first in the list. Appointment-related call results are listed to the left of the other call results. Call result buttons are colour-coded according to whether they allow (yellow), require (green) or disallow (red) the use of a comment (event if a comment is disallowed, it is possible to carry over a comment from a previous call using the radio group in the middle left portion of the menu).

A contact script (text) may be supplied in HTML format in file consigne.html in the CallWeb project directory. If such a file exists, it is hyperlinked to a button displayed in the middle left portion of the menu.

A better solution for contact scripts, though, is to use a CONTACT-type question. Such a question is not displayed as part of the normal questionnaire operation. If present in the questionnaire script, a button is added to the interviewer case management interface (labelled "contact script"). Clicking it pops a new window with the CONTACT question text. This text may contain recalled values (e.g., the name of the person to interview or any other information available in the data record).

If a # Historique = oui or # Historique = yes pound instruction exists in the questionnaire, the entire call history is hyperlinked to a button displayed in the middle left portion of the menu. Since this is an interviewer productivity killer, it is customarily not used. It is possible to display the call history without identification of the interviewers who logged the previous calls using this variation on this pound instructions: # Historique = oui, sans interviewer or # Historique = oui, without interviewer.

Managing a call

Whether the interviewer has requested an automatic number or a specific case, a menu resembling the one below is displayed.

int3travail

This menu is made up of four areas:

  • The top area relates to the telephone number selected. The number is displayed on a yellow button, ready to dial. This button is used to start the questionnaire in a new browser window in case the contact is successful. If the project parameters allow that interviewers modify the telephone number, two text boxes are offered in case a different telephone number needs to be recorded; this new number is saved with the "Save this number" button.
  • The middle left part of the menu supplies information on the case: the comment recorded as part of the last contact; the stratum to which the case belongs; any other data that was given the INFOCATI type; and, information on the last call. This is also where the appointment buttons are located (see last bullet).
  • The bottom left part of the menu gives the interviewer the choice of the operation that will follow the present case: either the system will supply another automatic number or it will display the three-way decision menu which allows to search for a particular number or to terminate a work session.
  • The right side of the menu lists possible result codes (remember that these result codes are not fixed but rather entirely customizable on a project by project basis). Once the interviewer has determined how the call ended (completion, refusal, etc.), he/she clicks on the appropriate button; this result is appended to the call history and the interviewer is supplied with the window selected in the bottom left portion of the current menu. The interview completion button is always first in the list. Appointment-related call results are listed to the left of the other call results. Call result buttons are colour-coded according to whether they allow (yellow), require (green) or disallow (red) the use of a comment (event if a comment is disallowed, it is possible to carry over a comment from a previous call using the radio group in the middle left portion of the menu).

A contact script (text) may be supplied in HTML format in file consigne.html in the CallWeb project directory. If such a file exists, it is hyperlinked to a button displayed in the middle left portion of the menu.

A better solution for contact scripts, though, is to use a CONTACT-type question. Such a question is not displayed as part of the normal questionnaire operation. If present in the questionnaire script, a button is added to the interviewer case management interface (labelled "contact script"). Clicking it pops a new window with the CONTACT question text. This text may contain recalled values (e.g., the name of the person to interview or any other information available in the data record).

If a # Historique = oui or # Historique = yes pound instruction exists in the questionnaire, the entire call history is hyperlinked to a button displayed in the middle left portion of the menu. Since this is an interviewer productivity killer, it is customarily not used. It is possible to display the call history without identification of the interviewers who logged the previous calls using this variation on this pound instructions: # Historique = oui, sans interviewer or # Historique = oui, without interviewer.