Small inbound telephone polling system

I want a small inbound telephone polling system that has the ability to accept inbound calls from Callers who answer questions by using their touch-tone phones and sometimes leaving a brief verbal recording, depending on the? question.? Each call will allow for 6-10 questions and responses.? The system will be Windows XP compatible, and can be installed on a small desktop, and I would prefer the ability to migrate to intra-net and/or inter-net in future.? One phone line and/or Skype will be available to manage inbound calls.? Preferably, all information about Callers can be captured in MS Outlook using a customized Contact Form, but an all-inclusive standalone application for this data entry would be OK too.

All responses need to be documented, and all voice recordings need to be stored for later access.? If Callers answer "Yes" to certain questions (using their touch-tone keypad), the system will automatically forward all questions and responses as a text or pdf file, and will also forward the wav or mp3 file of any voice recordings by Callers to designated Supervisors (who will be linked to Callers).? Callers will be asked to answer 6-10 questions, and the system should allow revision of these questions and 2-3 different templates of questions by the Admin.

## Deliverables

DETAILED - please note that I am flexible on whether desktop application or web site.? I do not need both.

I want a small inbound telephone polling system that has the following features and behaviours:

1. The people who call into the system are "Callers".? The Callers have "Supervisors" who take certain steps if Caller's do not make calls or answer "Yes" to any one of the 6-10 questions.? "Yes" means the Caller may have pressed the 1-key on their touch tone keypad, or it can mean the Caller enunciated the word "Yes" with their voice (and the application understood this through voice recognition).

2. The person who makes changes to scripts is the "Administrator" (Admin)

3. The Admin or authorized users will register all new callers,? ? using a customized Contact Form in MS Outlook 2007 or this data collection would be housed as part of the application. The data collected will include name, address, phone number and other personal information, as well as information about the 1-2 Supervisors related to each "Callers". For example, the Supervisor's email address and phone number would be captured.

4. The system will allow me to have 2-3 templates of questions, e.g., each template will have 6-10 questions. The questions will be mostly "Yes" or "No", but some will be up to 4 multiple choices and some will be open ended. The Callers will use their touch-tone keypad on their phone to enter responses to Yes/No/Multiple Choice questions. For some questions, the system will prompt the Caller to leave a brief message up to 30 seconds long.

5. The system will be designed to accept inbound calls from Callers (and capture/record the Caller's ANI info to determine the origin of the call), from a landline (telephone card built into the desktop computer/server) and ideally also from Skype users (includes Skype-in calls).? The system would also timestamp when Callers made their calls, and send an email notification if Callers did not make their call within a defined deadline, i.e., the application should allow to set up a recurring deadline such as Callers required to call in once every 14 days or 4 weeks to complete their call (i.e., answer the 6-10 questions).

6. Callers will call in, and hear prompts to guide them to respond to the 6-10 questions. Ideally, the application would have a way to authenticate the Caller using a PIN number, the Caller's ANI, or Voice Verification (desirable, but I realize the limitations).? At the end of the call, when all questions have been answered, the system will store a file with the questions and all responses as a file (e.g., pdf or text) and also store all of the Caller's voice responses (for those questions that are open-ended and collect 30 -second soundbites from the Caller). Ideally, the text responses and Caller's soundbites? will show up as links under the Journal tab in the customized Contact Form in MS Outlook.

7. Based on how the Caller responds, e.g., when the Caller answers "Yes" to any question, ideally the system will automatically generate an email to the Caller's Supervisor and send an attachment with all the text responses and the voicemail recording (wav or mp3, mp3 preferred).? In some cases, the Caller will not properly complete the Call (and answer all the questions) so the application should allow the Admin or authorized user to make a live call to the Caller (preferably via Skype, integrated into the application) to follow up.? The application should also have a "Notes" area to keep the Admin's notes of any such follow up contacts, which would be automatically timestamped.

8. This is a low-volume system, no more than one inbound call needs to be managed at a time, some Callers may simply experience an occasional busy signal.

9. The system should be easily revised by the Admin, who may occasionally want to make revisions to the templates of questions, and the type of responses (Yes/No/Multiple Choice/Verbal recording).

10. The system should easily provide reports by Caller to show when calls were made, and whether the Caller answered "Yes" to any question, going back to up to two years.

11. Callers will typically make 1-4 calls per month, with a defined start date and defined end date, and? a way to set up a recurring deadline, e.g., required calls every 14 days or 4 weeks, etc, and flag instances of non-compliance with the deadline by the Caller via email notification to the Caller's Supervisor and the Admin. The system will not permit Callers to participate in the poll after the defined End Date.

12. The system should be designed so that it can be installed on any Windows XP system or above, on a simple desktop. If any specialized hardware, software or licenses are required, the proposal should make this clear.? Ideally, all databases are contained within the application, and/or linked to an Excel file that I can manipulate/view.

13. In terms of layout, I believe the following screens are needed:

a) Data entry screen for set up Callers (tombstone information, address, telephone number, Caller's Supervisor and email address, which template of questions to use, etc.

b) Data entry screen to set up Caller's Supervisor (tombstone information, Supervisor's email, telephone number, address, etc.)

c) Data entry screen to establish the 'universe' of possible questions that might be asked as well as the universe of acceptable responses to each question.? In all the universe of questions might be 15-25 and the universe of acceptable responses would be about 5-8 (Yes, No, Does not Apply, Record your Answer, Not Sure, Don't know, etc.).? Importantly, these screens should also allow me to configure that "Yes" will be linked to pressing the "1" key (i.e., the Caller needs to press 1 to indicate 'Yes'? "No" will be linked to "2".? Questions would be short, and I would need to be able to edit them occasionally.

d)? Data entry screen to create, edit and delete 'Templates' of questions.? Each template would consist of 6-10 questions and related response choices.? There would be 2-3 templates in total.? Templates would sometimes need to be edited.? Some Callers would be assigned Template 1, other Callers would be assigned Template 2.? Callers would be assigned only one Template of questions to complete.

e) Screens to easily view the chronological call log of all calls made by callers.? Columns would show Caller ID, Caller Name, Caller Phone Number (based on ANI), Date and Time of Call, Call Duration (M:SS), Call completion flag (Y/N) and whether any questions were answered "Yes", and whether email notification to Caller's Supervisor was made.

f) Screen to create simple reports with some customization (start and end dates for all calls made during a time interval; able to select all calls from a specific Caller ID; able to select all calls assigned to a specific Supervisor etc.)

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