Plum Insight Documentation
deployment

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Deployment Manager

Overview

Deployment refers to active surveys that can be taken either by phone or on the web and record user responses.

Layout

The Deployment manager interface displays a list of currently deployed surveys and information related to those surveys.

They key features of the Deployment Manager include:

  1. Deploy Survey: Click this button to open the deployment dialog window to select the survey you wish to deploy.
  2. Survey Name: A list of all currently deployed surveys. Click the “Survey Name” column header to toggle the display order of the list to sort alphabetically either ascending and descending.
  3. Phone Number: The phone number assigned to the deployed survey.
  4. Deployed: The date the survey was deployed.
  5. Actions: Actions available for the deployed survey:
    • Edit Deployment: Click this button to go to the Deployment Settings menu.
    • Outbound Queue: Click this button to go to the Outbound Queue menu.
    • Delete Deployment: Click this button to bring up a dialog window confirming the deployment deletion.
  6. Web Survey URL: The URL for the web version of the survey. Click the “link” icon to open the survey in a web browser.

Deploying a Survey

Click the yellow “Deploy Survey” button in the upper right hand corner to deploy a survey from the Deployment Manager. This opens a new dialog window with a dropdown menu that lists all available surveys.

Select the name of the desired survey from the drop down menu and click “Submit.” This redirects users to the Deployment Settings menu, where they can modify the deployment settings.

To abandon deploying a survey, click the 'x' in the upper right hand corner or the grey “Cancel” button.

Deleting a Deployment

Deleting a deployed survey makes it unavailable to respondents via both phone or the web. Deleted surveys cannot gather additional responses.

To delete a deployment, click the trash can icon for that survey located in the “Actions” column of the Deployment Manager. This brings up a dialog window asking users to confirm the deletion of the survey deployment:

To confirm the deletion, click the yellow “Yes” button.

To dismiss this dialog window, click the “x” in the upper right hand corner of the window or click the grey “Cancel” button.

Note: Deleting a survey deployment removes any outbound call data associated with that survey.

Deployment Settings

Modifying the deployment settings of a deployed survey is done through the Deployment Setting menu. This is the same menu users see when initiating a new survey deployment. To access this menu click the “Edit” icon in the “Actions” column of Deployment Manager.

Deployment settings are broken into two sections: Deployment Methods and Deployment Settings.

Deployment Methods

Respondents have the option of taking surveys over the phone or via a web browser. Surveys are compatible with browsers on desktops and mobile devices.

This section displays information that respondents need to take the survey:

  • Web URL: This displays the survey's URL. Click the link icon to open the survey in a new browser tab.
  • Inbound Phone Numbers: This displays the inbound phone number(s) associated with a deployed survey. Click the 'x“ button to the right of a phone number to remove it.

Deployment Settings

The deployment settings section provides more granular control over deployed survey behavior.

  • Terminate Survey: This feature allows users to schedule when to close their surveys. Terminating a survey means that it will no longer be available to respondents by either phone or the web. Users can choose the future day, hour, and minute when the survey will end. To close a survey immediately click the “End Survey Now” button to end the deployment. Once a user closes a survey this button changes to “Resume Survey.” Resuming a survey allows users to return a survey to active status. New respondent data in a resumed survey will be added to the data collected in previous deployments.
  • Maximum Responses: Set a value in this field to limit or specify the sample size of a survey, i.e. the total number of responses. A value of 0 allows for unlimited responses.
  • Total Responses: This is a running tally of how many times the survey has been taken.
  • Store Identifying Info: Enable this feature to retain the ANI or IP address of users taking the survey, if available.

Saving Deployment Changes

To save any deployment changes made in this menu, click the yellow “Save” button in the bottom left hand corner.

Outbound Queue

The outbound queue is an interface that allows users to view pending and completed outbound calls, as well as to queue outbound calls for a deployed survey. Some aspects of the Outbound Queue are also accessible through the Plum Insight API.

Layout

To reach the outbound queue menu, click the phone icon for the desired survey in the “Actions” column in the list of deployed surveys.

This menu present two different types of information: completed and pending. The “Completed” tab displays outbound calls that have finished their outbound attempts. A completed outbound call can result from the following scenarios:

  • Caller answered, but rejected the call (Rejected)
  • Caller answered and took the survey (Completed)
  • Caller was not reachable (Failed)
  • User canceled the outbound call attempts (Canceled)

Completed Tab

The “Completed” tab of the Outbound Queue:

The key items in this interface include:

  1. Queue Calls: Click this button to open the “queue calls” dialog window. This window allows users to schedule outbound calls to be queued.
  2. Start: This filter lets users control what data is displayed below based on the time when the call occurred. Enter a specific start time to restrict the list of displayed calls to calls that were queued to start at, or after the selected time.
  3. End: This filter lets users control what data is displayed below based on when the call occurred. Enter a specific end time to restrict the displayed list of calls to calls that were queued to start before the chosen time.
  4. Apply Date Filter: Click this button to apply date filters.
  5. Export Data: Click this button to export the entire list of completed outbound calls to a CSV file.
  6. Clear Data: Click this button to clear all completed calls from the table.
  7. Show Entries: This drop down menu lets users toggle the number of visible table rows per page.
  8. Search: Type a partial or complete phone number to filter display results based on the entered data.
  9. Page Navigation: Use these buttons to quickly and easily navigate through the list of completed calls.

Table data:

  • Phone Number: The destination number for an outbound call.
  • Status: The final status of an outbound call.
  • Start Timestamp: The date and time when the call was scheduled to begin outbound attempts.
  • Duration: Duration of the call. This field may be empty if the caller does not accept the call or if they do not begin the survey.
  • Actions:
    • View Visit Details: Click this button to open a window that displays the survey questions as well as the answers to those questions provided by that respondent.
    • View Call Details: Click this button to open a window that displays the details about the outbound call attempt(s), including the number of attempts, and all outbound events that have occurred for the call.
View Call Details Window

Pending Tab

The “Pending” tab is similar to the “Completed” tab with some minor differences.

The items in this menu include:

  1. Refresh Calls: Click this button to refresh the list of pending outbound calls. This updates the list with any status changes or newly queued calls.
  2. Cancel Calls: Click this button to cancel all outbound calls for the deployed survey. Note: This is a batch process so any calls that connected before or during the cancel event occurred will be completed.
  3. Show Entries: This drop down menu lets users toggle the number of visible table rows per page.
  4. Search: Type a partial or complete phone number to filter display results based on the entered data.
  5. Page Navigation: Use these buttons to quickly and easily navigate through the list of pending calls.

Table data:

  • Phone Number: The destination number of the outbound call.
  • Queued Timestamp: The date and time the call was queued.
  • Number of Attempts: Current attempt progress.
  • Last Event:
    • Timestamp: The date and time of the last outbound call event.
    • Status: The status of the last outbound call event.

Queueing Calls

Click the yellow “Queue Calls” button to queue outbound calls for your deployment. This opens the queue calls dialog window.

Advanced Options

Users have the following options in the queue calls dialog window:

  • Upload CSV: Click the “Select Files” button to open a window that lets users choose and upload a CSV that contains a list of phone numbers. In order for Insight to accept the data from a CSV file it must be properly formatted. See the Queue Calls CSV Format guidelines for more information on proper formatting for this type of file.
  • Number of Attempts: Set the number of times to attempt the outbound call. The default setting is 1 attempt.
  • Between Attempts Wait: Set the amount of time Insight will wait after a failed queue attempt to retry the outbound call. If the set number of attempts is set to one this feature is not needed. If the number of attempts is greater than one this field is optional. The default value is 5 minutes.
  • Calling Window: This option lets users set a date/time range for when outbound calls will occur. Users can set a start and end time and date for when outbound call attempts will begin and end. This field is left empty by default. That means Insight begins making calls immediately and the attempt window will not expire until all attempts have been made or until all calls are completed.
  • Result URL: This is the callback URL to your REST service that processes the call status results when a call is completed, canceled, or all attempts have been exhausted. The POST body will match the format of the 'call_details' attribute from the outbound call status API response.

Basic Options

Users who need to queue a single, immediate outbound call attempt and provide a properly formatted CSV file of contact data can safely ignore the optional fields.

Once users complete the desired fields to meet their needs, clicking the yellow “Submit” button schedules the calls to be queued. To dismiss the call queue window, click the 'x' in the upper right hand corner of the window or the grey “Close” button.

Queue Calls CSV Format

When queuing outbound calls from CSV file data, whether through the survey API or the outbound queue interface, users need to format the CSV list of phone contacts properly so that Insight will be able to read them.

The first cell of the first line of the CSV must be “destination”. A valid first line of the CSV simply reads:

“destination”

Another option when queuing from CSV is to supply metadata values to associate with an outbound call. To do this, include the column headers of the metadatabase that you wanted to include in the header of your CSV file. For example, the first line of the CSV when including metadata values may be:

“destination”,”userID“,”FirstName“,”LastName“

The next lines of the CSV file should only contain the contact info of the callers receiving the outbound calls. For example, a CSV file that queues three (3) outbound calls without using any metadata would look like this:

“destination”
“1234567890”
“1234567891”
“1234657892”

The destination phone number can be formatted as any valid phone number. Phone numbers may also include the optional “tel:” prefix and/or the optional “ani” and “postd” attributes, which are added to the end of the phone number.

  • The “ani” attribute sets the source number that callers see when receiving an outbound call. For example, if the number associated with the call queue differs from a company's main number, it may be preferable to set the ANI to the main switchboard number to make it more recognizable.
  • Setting the “postd” attribute dials the specified DTMF tones once the call connects.

Valid destination examples include:

6175551234
tel:+16175551234
tel:16175551234;ani=2125551234 (Note: In this case the ANI determines the number the caller sees)
tel:16175551234;ani=2125551234;postd=2 (Note: In this case, the ANI determines the number the caller sees, and enters the DTMF tone “2” after the call connects)

An example of a CSV file containing metadata values would look like:

“destination”,”userID“,”FirstName“,”LastName“
“1234567890”,”1“,”Kenan“,”Thompson“
“1234567891”,”2“,”Jerome“,”Iginla“
“1234657892”,”3“,”Tuukka“,”Rask“

Queuing calls with a metadata not only schedules the outbound calls to be queued, but before any calls are made Insight also creates an entry in the metadatabase that is associated with that particular survey, which, in turn, is associated with that specific outbound call.

deployment.txt · Last modified: 2018/05/02 15:50 by admin