CADAS CallServer

Intended for phone calls automation, call monitoring, recording management and monitoring as well as for costs allocation.

Application

 
CADAS Call Server is an auxiliary telecommunications platform (a CTI server) for the CADAS Platform. CADAS Call Server enables the control of telecommunications equipment and connections of the CATI studio/Home CATI directly from the screens of various applications used in telephone interviews. No separate procedures or applications running in parallel are necessary.
 
 

Features

 

a) Call Setup (Dialing)

There are 4 call setup scenarios, where dialing modes can be freely switched or used together during a single project.
  • Tryb Click2Dial – a number is dialed after an interviewer clicks it on the contact screen. This mode is recommended when contacts are difficult to reach, and interviewers need to be able to choose the moment or person to call. The system automatically displays the suggested call status to be entered in the result database, but it is the interviewer who makes the final decision about the completed call status. The program supports various phone number formats, so that calls can be dialed for numbers entered in the comments field, e.g. “call mobile 123-456789 and ask for Jane. 
  • Tryb Power-DIALING – numbers are dialed without the interviewer's involvement. This method is used in smaller projects, where a call is set up immediately after a database record is selected. During the dialing procedure, the interviewer sees the so-called “Hot screen,” which displays address data. If dialing fails (e.g. the number is busy), the system stores the call status in the database automatically and immediately sets up another call. After the call is completed, a random record is selected an another call is set up. If there are multiple telephone numbers for a single record, they are dialed sequentially, until the call is established. There is no need for lifting and hanging up the receiver.
  • Tryb Predictive-DIALING – numbers are dialed in advance, so the interviewer has a call that is ready for the interview. The moment the dialer is triggered is configured at the interview supervision level in order to minimize the time to take a call. This feature is useful in projects carried out by a large number of interviewers working simultaneously, or in the case of a large address database with a low penetration rate. This method is especially effective in projects with inaccurate databases where unwanted phone numbers are rejected automatically.
  • Tryb Detecting-DIALING„ mode - mass dialing carried out by the CallServer regardless of the interviewing procedures in order to detect invalid numbers and lock unwanted records before the database is used in the survey. This tool is extremely useful in reducing costs and lead time using RDD (Random Digit Dialing).
 

b) Sound Processing (Media Streaming)

 
This includes all voice stream processing elements: identification, routing, recording, playback, and in particular:
  • Using scripting to automatically control the recording of streams from the phone line and the playback of recordings online from the CATI application:
    • -       playing specific recordings at a precisely selected moment during the interview;
    • -       recording the entire interview or specific parts (e.g. filtering questions, open questions, etc.);
  • real-time silent monitoring integrated in a single application with a screen preview from any location on the Web and the possibility to share the feature with the customer;
  • accurate tagging of audio streams to enable searching the content of a specific recording by the questionnaire question number;
  • mass deletion of recorded responses to questions about sensitive data (e.g. contact details) using the audio stream tagging feature;
  • direct access to recordings from the supervision and monitoring level (recordings are the content of one of the project resulting set system fields).
 


 The following recording configuration parameters are available:

  • Password-protected dial-up access for customers;
  • Project-specific parameters (e.g. record all calls);
  • Interviewer-specific parameters (e.g. record all calls made by the interviewer).
 

 c) Management Support (Billing)

  A broad spectrum of information is available to help you manage the telephone interview department:

  • Logging telecommunication events in the ongoing monitoring of telephone traffic - integrated with the project system databases (users, respondents, questionnaires).

 


Detailed monitoring information is available about active telephone calls made in the telephone studio (or the Home CATI network), and in particular: the workstation name, interviewer login, project name, workstation IP, session duration, phone call start time, phone number, call duration, call time, call status, tariff, and dialing mode.

  • Studio performance monitoring.
    Ongoing access is provided to managerial information, e.g. the number of calls, total cost of calls, total call duration, average call cost, average call duration, number of interviews, average interview cost, total project cost, number of effective interviews, average length of an effective interview.
  • Studio cost accounting
    The system automatically generates reports necessary for accounting costs according to specific telecommunication providers' tariffs. The following features are provided:
    • allocation of call costs by projects.
    • allocation of call costs by telecommunication service providers.
Telephony support packages offered

  We offer the CADAS CallServer software as an extension of the functionality of the CADAS Platform CATI module in the following 3 packages:
CADAS Software - "CADAS CallServer
  • The „MINI” package of the CallServer module, which includes:
    • Click2Dial +
    • Power Dialing +
    • Billing
  • The „SMART” package of the CallServer module, which includes:
    • The „MINI” package +
    • Predictive Dialing +
    • Detecting Dialing
  • The „AUDIO” package of the CallServer module, which includes:
    • The complete Media Streaming features (smart recording, playback and processing of audio recordings)
 
The following standard options are available:
  1. The CATI module without CallServer packages
  2. The CATI module with the MINI extension
  3. The CATI module with the MINI + AUDIO extensions
  4. The CATI module with the SMART extension
  5. The CATI module with the SMART + AUDIO extensions