How To: Caller ID/LCP Settings & Call Interceptor Program

CallerIDs/LCP & Call Interceptor System:

A How To Guide for PDs

The Realtime CallerID ManagementAdjustment PortalSystem is athe self-servicesingle, toolauthoritative source for managing the outbound CallerID numbers used on your studies -- no more dropping or relaunching a job just to update the number list.list, and no separate Survox or MAXWell setup steps required.

When active on a study, this system interceptscontrols the dialer's standard CallerID andused replaceson itoutbound withcalls onein pulledreal from a real-time, PD-adjustable source.time. Changes made here take effect on the very next call -- instantly, with no reload required.

ThreeFive modes are available per study, switchable any time:

• Use List -- EnterRotates your own list of numbers;through the systemphone rotatesnumbers throughyou themtype evenly,in callbelow, afterone call.per call, in the order you entered them.
• Use LCP (Local Calling Presence) -- Automatically matchpicks a number that shares the CallerID to thesame area code ofas the number being dialed, sofrom respondentsthe seeshared amaster morelist. local-lookingNo number,numbers withto notype in -- this list tois maintain.maintained outside the portal.
• Use Survox (Disabled)TF -- TurnRotates through the toll-free numbers in the shared master list. This is NOT a brand-new random pick on every call -- one random starting point is chosen, then it moves through the toll-free list in straight round-robin order call after call, the same way List mode does.
• Use Random -- Rotates through the non-toll-free numbers in the shared master list. Same as TF above -- NOT a brand-new random pick every call, just a random starting point followed by straight round-robin rotation through that list.
• Disable (Use Survox List) -- Turns rotation off for athis study;study. theWarning: dialer'sthis normaldoes not simply turn rotation off and leave your old CallerID behavior takesin over,place exactly-- it will cause 856-874-9001 to be used as itthe alwaysCallerID has.for ALL calls in this study, unless a different number or list is set in the study's Dialer Config screen in Survox AND the study is reloaded.

Note: If a job does not exist yet in the Realtime CallerID Adjustment System, it will automatically be created once a call is dialed on it, and defaulted to LCP mode until it is set up with a different mode.

Switching between modes preserves your existing list in the background, so you can flip back and forth without losing your work.

There are 3 steps to follow, for ALL projects, to make sure the systems all communicate properly with one another. These steps include, in order:

• Making a Survox list
• Making the MAXWell Reporting List
• Making

  Using the Realtime list, which is the authority on how a project behaves when dialing is active

Step 1: Making the Survox List

This process has not changed from before, overall. The only difference is that the Survox file you create should include ALL numbers you plan to use for the project, even if you are not going to actively use them at first.

By adding all numbers at once, you prevent having to go back and add numbers if you do not complete all the steps before dialing begins. Meaning, if you haven't made your Interceptor lists yet, Survox will use whatever is in here until you do -- or if you toggle the Interceptor back to "Disabled," you know you still have a full list of numbers for the project to use.

Create the File

Open the file:

t:\phone10\control\dialer\callerids\newjob_cid.txt

Paste in your numbers, removing the example numbers already in the file.

Important: Make sure there are NO blank lines at the bottom after you paste in your numbers. Blank lines at the bottom can cause the job to not load properly.

Once your numbers are in the file, use Save As to save it as projectname_cid.txt in that same t:\phone10\control\dialer\callerids\ folder -- just in case Windows tries to redirect the save to Documents, Desktop, or somewhere else.

Note: If your project is using LCP Mode, you do not need to make a specific list file for the project. However, you still must follow the rest of these instructions.

Set the File in Survox

After the file is created and saved, navigate to the Survox console:

Manage > Study Control > Dialer Config

Select your project. Several fields will appear on this screen -- for these instructions, you only need to focus on the dropdown showing lcp_list.txt. Change that dropdown to your file name.

Note: If using LCP Mode, leave this setting as is.

Click Save Changes. This completes the Survox step.

Step 2: MAXWell Setup

This process is nearly identical to the Survox step. You are taking the same all-inclusive list and adding it into MAXWell as well, for report tracking.

Accessing the Tool

Access the MAXWell site and click on the "Number Management Portal" link. Scroll down to the bottom and click the blue "Manage Lists" button.

Filling in Box A

• List Name -- This is MAXWell's internal list name. It should be clearly identified to match the project name.
• Survox Name -- This is the name of the file you created in Step 1 (jobname_cid.txt).
• You can leave the Quarter and Active To/From fields alone.
• Add any notes you want in the Notes field. These are just for reference.

Filling in Box B

Paste the EXACT SAME list of numbers in here as you pasted into the Survox file.

Finally, click the blue Create List button.

Editing an Existing List

Scroll down past the Box A/B area and you will see a list of already created CID lists. Find your project and click the Edit button to the right. This will load all the stored information into the Box A/B fields so you can adjust the numbers and the Survox filename being used. Then just click the Save button to apply the update.

If you do update a list, it is wise to scroll down to the bottom and click the orange Run Attribution Refresh button. This will rerun the current data/calls against the changed list, so the reports are corrected. Use this if you left out a number in here that you were actually using in Survox or the Interceptor lists.

Notes

• Even if using LCP at first, still create a list for the job in MAXWell and put in potential numbers you may use later -- even if you plan to just stay in LCP. You can edit the numbers later if you decide to switch to a list.
• If you ever ADD numbers you plan to use, you have to come back in and Edit the list to add them.
• Never REMOVE numbers from the lists in here, or you risk having them not count in the reporting, resulting in incorrect stats.

Step 3: The Realtime CallerID ManagementAdjustment PortalSystem

This is the entirely new step. It is also the MOST important step, as this is where you can actually control the realtime swapping of Caller IDs. However, this step is optional on a per-project basis. If a job is not set up in this portal, it will simply use whatever Survox is set to (the Survox defaults).

In MAXWell, click on the "Realtime CallerID Adjustment System" menu/box.

[

Create New Job / Edit Existing Job

Self-explanatory -- choose whichever applies to your situation. If your job does not exist yet in the system, it will be created automatically once a call is dialed on it, and defaulted to LCP mode until you set it up with a different mode.

UseMode List / Use LCP / Disable (Use Survox List)Selection

This is whereChoose the actual behavior of the system is controlled.

• Use List -- Lets you create a realtime list of numbers to use, active immediately after you save the list. If you are setting a job upmode for the firststudy: time,Use thisList, isUse whereLCP, youUse wantTF, toUse putRandom, or Disable. See the numbersmode youdescriptions plan to ACTUALLY USEabove for dialing.
details
• Useon LCPeach.
  -- Overrides the Survox settings and uses our normal LCP process. Note: if your Survox job is already set to use LCP, you would get the same numbers here -- so to keep server load down, use the Disabled option instead in that case.
• Disable (Use Survox List) -- Defaults back to using whatever Survox is set to. If Survox is using a list, calls will use those numbers. If Survox is using LCP, calls will use LCP. This is basically a toggle to either intercept and change the number, or just let Survox handle it as normal.

Study Name

This field MUST match the Survox study name letter for letter. Case does not matter.

If the Study Name does not match exactly, nothing will happen -- the Interceptor script is looking for that exact name in the "dial" commands the dialer sends. A mismatch simply means the system won't findrecognize it as the same job. Since the Interceptor auto-creates a match,job the moment a call is dialed, a mismatch results in TWO jobs existing for the same study -- the one you manually created, and a separate auto-generated one (defaulted to LCP) under the callname willSurvox fallis backactually tosending. For example, if you create a job called "oh_state" but the Survox Defaultstudy behavior.name is actually "ohstate," you will end up with two separate jobs listed: your "oh_state" job, and an auto-generated "ohstate" job.

Phone Numbers

Paste in the actual numbers you want to use (if using a List),use, one per row. This field is only valid if using "Use List" mode.

When you are happy with your selections, click the green "Submit" button at the bottom. Your new Interceptor task will be created and active immediately.

Notes

• If a job is running and there isn't a job created in here, it will just use whatever Survox says.
• Numbers and Mode changes are INSTANT, starting with the very next call.
• All changes are logged and stored for historic reference (Brian access needed to view logs).
• Adding a number into a list multiple times "weights" it, so it gets used more frequently.

Edit Existing Job

The only real difference here is that the Study Name type-in box becomes a dropdown, letting you select an existing project. All other steps and notes covered above are the same.

There are 2 additional options available when editing an existing job:

If you plan to remove a study, it's recommended to use Download List right beforehand to save a record of the settings -- though this is completely optional.

• Download List -- Creates a txt file for you to save when a project is done, so you can store the settings for later reference, should the job come back, or if someone asks how it was set up.
• Remove Study -- Completely DELETES the project from the Interceptor program, and reverts the job back to whatever Survox has it set to.program. This should ONLY be done after a project has concluded fielding and is billed. Doing so helps keep the database at a minimum and running smoothly. Note: If a study is removed prematurely, the system will only recreate the job (defaulting it back to LCP mode) once a call is actually dialed on it afterward.

Notes

• Numbers and Mode changes are INSTANT, starting with the very next call.
• All changes are logged and stored for historic reference (Brian access needed to view logs).
• Adding a number into a list multiple times "weights" it, so it gets used more frequently.

Verifying Your Changes

To check your changes are working, you can view the Realtime Dashboard from MAXWell's Number Management Portal. You should see the changes reflected within a few minutes.

• If you switched to LCPmodes or added new numbers to a list,List, you should start seeing new numbers appear with calls from them in the table for the study.
• If you removed a number,number from a List, or turnedswitched offaway LCP,from a mode, the numbers NOTno longer in the listuse should stop incrementing shortly (calls still live from before the change can still cause minor increases).

*Numbers in the yellow box were removed after dialing started. Notice they have far less calls than the others, and none in the recent 10-minute windows. 

Common Problems Q&A

Q: I setcreated everythinga up in the Realtime Portal,job, but the calls are still using the wrong CallerIDs. What happened?
A: This is almost always a Study Name mismatch. The name entered in the Realtime Portal must match the Survox study name exactly. If it doesn't match,Since the system won'tauto-creates find youra job atthe all,moment a call is dialed, a mismatch results in TWO jobs existing for the study -- the one you manually created, and callsa willseparate silentlyauto-generated fallone back(defaulted to LCP) under the name Survox Defaultis behavior.actually sending. Double check the dropdown/job list for a similarly-named duplicate job.

Q: MyWhat Survoxactually jobhappens won'tif load,I oruse throwsDisable an error on launch. Could this be CallerID related?mode?
A: CheckAll yourcalls Survoxon CIDthat filestudy forwill use 856-874-9001 as the CallerID -- this is not the same as "leaving CallerID behavior alone." This should be avoided in almost all cases. If you do need to use it intentionally, a blanklist linemust atalso be set in the bottom.study's ADialer trailingConfig blankscreen linein afterSurvox, your last number can preventAND the jobstudy frommust loadingbe properly.reloaded, or every call will go out on 856-874-9001.

Q: MyWhat's reportsthe aredifference showingbetween incorrectUse orTF missingand CallerIDUse stats. Why?Random?
A: ThisUse usuallyTF meansrotates a number is being used in Survox orthrough the Realtime Portal that was never added to the MAXWell list, or a number was removed from the MAXWell list after the fact. Never removetoll-free numbers from a MAXWell list once created -- only add to it. If you've made changes to a MAXWell list, run the Attribution Refresh button at the bottom of the Manage Lists page to recalculate stats against the update.

Q: My project is using LCP in Survox. Do I need to set LCP again in the Realtimeshared Portal?
A:master No.list; IfUse SurvoxRandom isrotates already set to LCP, settingthrough the Realtimenon-toll-free Portalnumbers toin LCPthat assame welllist. justNeither duplicatesone picks a brand-new random number on every call -- each picks one random starting point, then moves through its list in straight round-robin order from there, the same resultway andList addsmode unnecessarydoes. loadNote: switching modes resets the last number used, so if you switch back to theeither server.of Usethese themodes Disabledlater, optionit could start at a different spot in the Realtime Portal instead -- it will let Survox's LCP behavior pass through normally.

Q: Can I skip the Realtime Portal step entirely?
A: Yes. It's optional per project. If you don't set a job up in the Realtime Portal, the system simply uses whatever Survox is already set to. You can also add it at any time after a job starts, without having to change anything in Survox or MAXWell.list.

Q: When should I use Remove Study in the Realtime Portal?Study?
A: Only after a project has finished fielding and has been billed. Removing a study too early will cause the Interceptor to stop controlling CallerIDs for that project while it's still active. It's a good idea to use Download List first to save a copy of the settings before removing.

Q:If Ia don'tstudy seeis myremoved job/list in MAXWell at all?
A: Most likelyprematurely, the Survoxsystem listwill namesimply wasrecreate enteredthe incorrectly.job MAXWell(defaulted reliesback to LCP mode) the next time a call is actually dialed on comparing the Survox list name and study name -- if either of these do not match exactly between MAXWell and Survox, it will not generate any reports.it.