Create or edit an outbound group

• To create a new outbound group, right-click in the groups window and select new outbound group.
• To edit an existing outbound group, double-click it, or right-click it and select properties.

When you do either of the above, the outbound group properties window appears:

In this topic:

• General tab
• Alarms tab
• Dialing tab
• Sample lists tab

General tab

• ID: Indicates the default ID number assigned to this group by CCA.

• Name: Specify the Outbound group's name. Note: you may not use the characters : or ; when specifying a group's name.

• Description: Record any comments you would like to make about the Outbound group.

• Task: Specify the Outbound group's survey task.

• CLI: Specify a telephone number which will be displayed by CCA to the respondents being called if they have caller ID. If no number is specified, respondents possessing CallerID telephones will see "Number with-held", or a similar message. Note: this option may be over-ridden by a global setting (set by Askia when your system is configured).

• Key-in group: Select this option to set the Outbound group to work in Key-in mode.

• Manual dial should trigger a new outbound task: if this option is selected, then whenever an agent in this group manually initiates a call, a new interview will automatically be started. However, if you want agents to be able to initiate calls (e.g. to call their supervisor) without automatically starting an interview, then switch this option off.

Alarms tab

Use this tab to specify alarm levels specific to this group. To enable an alarm, check the box associated with it, then set the alarm level. When one of the set parameters is exceeded, a message is displayed in the alarms window.

• Available agents below: An alarm will be triggered when the number of agents in the group falls below the specified amount.

• Busy agents below (in%): An alarm will be triggered when the number of agents in the group who are busy falls below the specified percentage of the total number in the group.

Dialing tab

This tab allows you to override the dialling settings set on surveys assigned to the group. To over-ride the defaults, select over-ride defaults (defined in survey properties, dialling tab). See dialling for details on setting dialling options.

Sample lists tab

This tab allows you to override the sample lists settings set on surveys assigned to the group. To over-ride the defaults, select over-ride defaults (defined in survey properties, sample lists tab). See sample lists for details on setting sample lists options.