Features — IVR features

An automated caller The CallWeb IVR robot is an automated caller that dials telephone numbers, senses the nature of the response obtained to the call (human response, answering machine, out of service number, etc.), plays one or more audio message files, collects input obtained from the respondent via the telephone number pad and branches through a questionnaire logic. Number of concurrent projects unlimited CallWeb imposes no limit to the number of projects that are run concurrently. Each bears its case management and call disposition rules. The robot knows to feed telephone number from each project on a priority basis. Time zone management The CallWeb robot is given local calling times to respect and it dispatches numbers accordingly. When a geographical area enters the pre-defined calling window, telephone numbers from that are are released. Similarly, telephone numbers from an area leaving the calling window are taken off the call queue. Language of the initial message linked to the stratum In CallWeb, each telephone number is associated with a stratum. In the CallWeb IVR, each stratum is associated with the initial language in which the message will be broadcast. This way, the initial message can be in English in a predominantly English area and in any language where it is the most common. Number of languages unlimited The CallWeb IVR robot does not limit the number of languages that are available in an IVR campaign. All language versions of a script can be managed by a single CallWeb robot project, with all project data centralized in a single data base. Call display project-selectable The number shown on respondents' call display is broadcast by the CallWeb robot. It can be specific to each project or general to all projects. Call dispositions The disposition (or end result) of each call is recorded in the call history, along with the date and time of the call and the telephone line used to place the call. Call dispositions are flexible, precise and actionable. Call scheduling In addition to defining a time window when calls can take place (for example, between 5PM and 8PM), the CallWeb robot is told how to handle callbacks. For example, numbers leading to a busy signal can be called back 15 minutes later while numbers leading to a ring-no-answer can be scheduled to be called back only 2 hours later. Callbacks are automatically placed in the call queue so that the project manager does not have to oversee the details of the robot operations once the rules are in place. Questionnaire length unlimited While it may be difficult to retain the interest of a phone respondent for very long in an automated interview, there is no technological limit to the number of questions that can be asked and to the complexity of the branching within the questionnaire. Phone lines used maximized The CallWeb robot is told how many phone lines to use for each project. It can also be told to use as many as are available while making provisions for people who might share the telephone system with the robot. Self-diagnostics Under intense use, digital telephony channels can go awry. If a channel gets stuck, the CallWeb robot will identify the issue and ban the channel from use until it is back to normal operational status. Self-diagnostics also ensure that defective channels are automatically put back into production once they become functional. CallWeb integration All of the data collected by the CallWeb robot are integrated into a standard CallWeb data base. Therefore, all familiar Callweb modules are available to operate on the data (e.g., data prepopulation, case management, frequency counts, data tables, data extraction)