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General information
All outbound calls with voice bots are made on the basis of call tasks. You can manage all your call tasks on the Call tasks page.
To access the Call tasks page click Calls – Call tasks on the side menu.
Searching for call tasks
On the Call tasks page you can search for your call tasks.
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On the side menu click Calls – Call tasks. As a result the Call tasks page will open.
On this page you can manage your call tasks that are used to make outbound calls with voice bots.
Searching for call tasks
If there are a lot of records on the list, then you can use search fields at the top of the page to
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quickly find the call task you need.
There are 2 options you can use to search for call tasks:
- Search for call tasks by contentcall task name and Id
- Search for call tasks by call date
Search by content includes the following parameters:
- Id – call task identification number. This number is assigned to each call task automatically when it is created.
- Task name – name you entered for the call task when it was created.
- Count phone numbers – total phone numbers in the call task.
- Dial-up attempts – total number of calls (including repeated calls) that the system made.
- and time
To search for call tasks by a call task name enter the To search for a call task by content enter a necessary value in the search field on the left side of the page. Search results are displayed automatically. Use the Clear button to clear the search fields from the specified values.
To search for a call task tasks by date enter a necessary date and call date and time set up the necessary period of time in the search field on the left right side of the page.
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When you select the start and end dates, you also need to specify the necessary time that marks the beginning of the selected period. |
Search results are displayed automatically. Use
To delete specified values use the Clear button to clear the search fields from the specified values.
Filtering call tasks
On the Call tasks page you can filter call tasks by categories.
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You can quickly display all call tasks that belong to specific categories (for example, all call tasks that are in progress or call tasks that have been scheduled but are not started).
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To filter call tasks use the For this use filtration buttons located in the upper right corner of the page.
When you click Clicking on a filtration button will display only those call tasks that belong to the selected filtration category are displayed.The following filtration categories are availableone of the following categories:
- All – all call tasks are displayed.
- Active – all call tasks that are currently in progress are displayed.
- Scheduled – all call tasks that have been are scheduled but not yet started are displayed.
- Completed – all completed call tasks are displayed.
Viewing detailed information about call tasks
To view details detailed information about a call task , click the 
button for in the necessary call taskline.
A As a result a page with detailed information about the selected call task will open.
At the top part of the page there are control elements for managing the current selected call task.
In the Statistics section there is the summary information about the selected call task in the form of pie charts.
This section displays the following information:
- Call task status
- Information about calls contained in the all calls that were made using the selected call task
- Call performanceresults (effective and ineffective calls)
- Frequency of call transfers from bots to the operatoroperators
At the bottom of the page is a list of calls that are included in the were made using the selected call task.
Above this list there are filters that you You can use fields at the top of the list to search for necessary calls in on the call tasklist.
Using the first filter, field you can search for calls by Client ID
Using the following criteriasecond field you can filter calls by call period.
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When you select the start and end dates, you also need to specify the necessary time that marks the beginning of the selected period. |
Search results are displayed automatically at the bottom of the page.
The page contains the following information about calls:
- Client ID
- Client's phone number
- Call status
- Call date
- Planned call time
- Call duration
- Call cost
With the second filter you can search by the date and time of the call.
At the end of each line there are control elements that allow you to do the following:
Play the conversation
View detailed information about the call
- Open the script in the Script editor
To delete specified search and filter values To clear the filter fields use the Clear button.
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On the right side of the filter bar there are control elements that allow you to adjust the size of the list |
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of calls. The list can contain the following number of entries: 10, 50, and 100.
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Creating new call tasks
To make phone calls to clients using a voice bot, you need to create a call task.
For this do the following:
1. From the menu on the left click Calls –Call tasks. The Call tasks page will open.
Search results are displayed as a list at the bottom of the page.
Search results provide the following information about calls:
- Client ID
- Client's phone number
- Call status
- Call date
- Planned call time
- Call duration
- Call cost
At the end of each line with call information there are control elements for the following actions:
Viewing detailed information about a call.
- Switching to editing the script (for more details, see Scenario editor).
2. At the top left corner click Add new call task.
As a result a new dialog window will open as shown below.
3. Do the following:
- In the Task Name field enter a name for the call task. This field is required.
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It is recommended to use brief and concise names. Later this will help you to quickly find a call task on the list. |
- In the Please select script field select a necessary script. The script will define the behavior of the voice bot during the call.
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Once you prepare the file with a list of clients, you can add it to the call task. |
- In the Dial plan field select a necessary dial plan. The dial plan determines the mobile network carrier that is used to make calls to clients. You can select a standard Twin mobile network carrier or one of the mobile network carriers that you have registered for your account.
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The default dial plan uses the standard Twin mobile network carrier. |
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If you select one of your registered dial plans then the phone number used for outgoing calls must belong to the same mobile network carrier as the phone number displayed on the client's mobile device during the call. Otherwise the call may not succeed or the client may become unavailable. |
- In the Ambient noise field select an audio file with background noise that the system will play during a call with a client. After you select a file from the list, you can click on the
button to play the audio file.
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Background noise helps create a suitable atmosphere during a call (for example, office or street sounds, etc.), which can make your bot sound more natural and your calls become more effective. |
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The system allows you to upload custom audio files with background noise in a ".wav" format. For this select Not selected in the drop-down list and then click on the |
- In the Human/Robot identification system field you can select Enabled to enable the system that detects the type of call participant (human or answering machine).
The human/Robot identification system can operate in the following modes:
- Background identification mode – identification is performed in the background during a call. If the system detects the answering machine, then the call is automatically ended. This mode is used by default.
- Detection mode with lockout – the voice bot will not start a conversation until the system detects that a human is on the call.
During the operation of the detection system the voice bot may respond to a client with small delays. To fill in silence you can use a greeting. This feature allows you to play an audio file with a certain phrase (for example, wait a minute) when a delay occurs during the operation of the detection system. In the Greeting file field you can select a necessary audio file.
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You can upload custom greeting files in a ".wav" format. For this, select Without a greeting in the drop-down list and then click on the |
In the Definable phone number field select the phone number that the system will use for outgoing calls. This number will be displayed on the client's mobile phone screen during the call.
The following values are available for selection:
- Default –the default CallerID provided by Twin. This option is recommended if you make calls using the standard Twin dial plan.
- CallerID Groups – one of phone numbers included in the CallerID group. If you select this value, you should also select the name of the CallerID group. This option is recommended if you make calls using your own dial plan.
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As a rule a CallerID group contains a set of phone numbers that can be displayed on the client's phone. Each of these phone numbers can be used by the system to make calls. When you make a call, the receiver will capture the phone number from the Caller ID group, which is associated with the phone number that the system uses to make a call. |
- CallerID – a specific phone number registered by the user with the mobile network carrier. If you select this value, you must enter the corresponding phone number in the additional field. This option is recommended if you make calls using your own dial plan.
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When you set up a phone number that is displayed on the client’s phone screen, you must use a number that is registered with the same mobile network carrier that is used to make a call. For example, if you make a call with Sancom, then in the Definable phone number filed you should enter a phone number that is registered with this mobile network carrier. Otherwise, the call may not succeed, the line may be busy or the client may be unavailable. To use a phone number as your Caller ID, you must send a request to the Twin technical support. |
- In the Redirect by default field select the necessary call forwarding option. It will be used if the Forwarding action field in the Result block of the selected script is set to Use task settings. It also will be used when the voice bot requests help.
The following options are available for selection:
- Hangup –all calls are automatically ended.
Dialing plan – forwards calls to the specified phone number. If you select this option, you need to specify the dial plan that the system will use to make calls and the target phone number to which calls will be forwarded. - Call transfer –forwards calls to the specified direction. If you select this option, you need to specify the necessary direction in the additional field.
- Customer transfer – forwards calls to third-party phone numbers. This should be used if your account is integrated with external systems.
- Another bot –the voice bot starts using another script in a call. If you select this option, you need to specify the necessary script in the additional field.
- Hangup –all calls are automatically ended.
- In the Task Start Mode field select one of the following options:
- Manually – call task is started manually by the administrator.
- Scheduled – call task starts automatically. If you select this option, you need to select the necessary date and time for starting the call.
- In the Number of simultaneous calls field use the slider to select the call intensity. This parameter determines the number of calls that the system will make per second.
The following options are available for selection:
- 1 – 1 calls per second (1000 clients per 1000 seconds)
- 2 – 2 calls per second (2000 clients per 1000 seconds)
- 3 – 3 calls per second (3000 clients per 1000 seconds)
- 4 – 4 calls per second (4000 clients per 1000 seconds)
- 5 – 5 calls per second (5000 clients per 1000 seconds)
- In the Call time limiter field select the necessary time period during which you want the system to make a call.
- In the Call candidates file field select a file with a list of clients to call.
- If necessary specify a call duration for calls that you want to be considered ineffective. The system will use the specified value to mark calls as ineffective in generated reports.
- If you want to determine the gender of the call participant, select the Determination of gender checkbox. This information will be used in generated reports.
- The Test call parameter blocks usage of a file with client phone numbers. If this checkbox is not selected, then you will not be able to upload a file with client phone numbers for the call task.
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If the Test call checkbox is not selected, then you can only add client phone numbers one by one to the call task. |
- If you need to convert phone numbers in the call task to the international format in accordance with the E.164 standard, select the necessary country in the field.
- In the Recall rules field select the conditions and the start mode for returned calls.
The following conditions are available:
- If busy –line is busy.
- If there is no answer – client does not answer the call (does not pick up the phone).
- If the answering machine – call is answered by an auto answer (to use this parameter select the "Human/Robot" identification system option in the call task settings).
- If the call is short – client answers but quickly finishes the call.
- If operator failure – a technical failure occurs during the call.
To define recall parameters specify a period of time after which the system will make a returned call and the maximum number of attempts to to make returned calls.
The following options are available to set the start mode of returned calls:
- Manually – create a set of rules for returned calls that will be used only for the selected call task.
- Use template – select a template with a set of rules for returned calls. If you select this option, you need to specify the name of the template in the additional field.
Examples of returned call rules:
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For example, you select the If Busy rule with an interval of 5 seconds and 3 attempts. This means that if the client's number is busy (they are talking to someone on the phone), then the system will make 3 successive attempts to recall the client. First attempt is performed 5 seconds after the original call. If the client number is busy, the system will perform the next attempt. The second attempt is performed 5 seconds after the first attempt is complete. If the client's number is still busy, the system will perform the next attempt. And the third attempt is performed 5 seconds after the second attempt. If on the 3rd attempt the system reaches the client or their phone number is still busy, then the system will no longer attempt to call the client.
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You select the If Busy rule with an interval of 5 seconds and 3 attempts. On the 1st redial attempt the client accepts the call. The system will not make the next 2 dialing attempts.
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You select the If Busy rule with an interval of 5 seconds and 3 attempts. If on the 3rd dialing attempt the system detects another event (for example, the client number is unavailable), the system will continue to perform the 3rd dialing attempt until it detects that the number client is busy. That is, a dialing attempt counts only if the client answers the call or the system detects a "busy" status. Until then the system will continue to execute the current dialing attempt, and the counter of completed dialing attempts for the selected rule will not change.
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You select the If Busy rule and the If the call is short rule. On the 3rd dialing attempt according to the Busy rule, the client answers the call and then ends it within the duration of the short call you specified. In this case the system will not count the 3rd dialing attempt according to the If Busy rule. After the end of the call it will repeat the 3rd dialing attempt. At the same time, the system will count the 1st dialing attempt under the If the call is short rule. As a result, the counter of completed dialing attempts will change only for the If the call is short rule. The counter of completed dialing attempts for the If Busy rule will remain unchanged.
4. When you are done, click Save.
As a result new call task will be created.
Managing call tasks
Using control elements at the top of the page you can perform various actions with calls.
| Button | Description |
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| Display only problem calls |
| Add one client to a call task |
| Add multiple clients to a call task |
| Restart unsuccessful calls |
| Cancel calls for unavailable clients |
| Export a call report |
| Download a call report |
| Export a call report with variables |
With control elements at the bottom of the page, you can perform the following quick actions with call tasks:
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Viewing problem calls
To display problem calls use the 
button.
As a result the system will display all failed calls and calls when the bot requested assistance.
Managing clients in a call task
You can add new clients to a call task. For this use the control elements at the top right corner of the page.
To add a single client to a call task do the following:
- Click the
button. - In the New call candidate dialog window enter the client phone number and click Add candidate.
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When you enter a phone number, use the following format: 442123456789. Otherwise the call may not succeed. |
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If necessary you can provide additional information and fill in all the fields in the window. |
To add multiple clients to a call task do the following:
- Click the
button. - In the Importing call candidates dialog window click the Upload file button (to upload a file in the Twin format) or the Download file in Global Telecom format button (to upload a file in the Global Telecom format).
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To download multiple clients at the same time use a file with client phone numbers in Excel format. |
Restarting unsuccessful calls
Unanswered calls are regarded as unsuccessful. These calls have the following statuses:
| Status | Description |
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| Depending on the code received from the mobile carrier, the following statuses are possible:
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| Canceled | Client cancelled the call |
| No connection | The phone number is dialed but the call does succeed (incorrect call settings, mobile carrier errors) |
| Failed | The called succeeded but finished unexpectedly due to an error |
| Invalid | The wrong format of phone number (for example: 8447911123456. The correct format of phone number: 447911123456) |
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You may see an Undefined mark next to the status name. This mark indicates that the call task does not use the detection of the answering machine feature (the "Human/Robot Detection System" checkbox is not selected). |
To restart unsuccessful calls, use the 
button.
All unsuccessful calls in the task will be queued for another call attempt.
Starting calls manually
To start calls manually, use the 
button.
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Using this button you can start calls in call tasks whose status is set to Manually and restart unsuccessful calls in call tasks. |
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You can also start calls manually using the Continue call button located on the page with information on the call task.
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Pausing resumed calls
To pause resumed calls use the 
button on the page with the list of call tasks.
As a result the system will suspend execution of all unsuccessful calls in the task.
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You can also use the Suspend call button on the page with information on the call task to pause resumed calls.
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Cancelling calls for unavailable clients
If the system makes a call but the client's phone is turned off or out of coverage area then the client is considered unavailable.
To cancel calls for unavailable clients, use the 
button.
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By default this functionality is not enabled. To use this functionality you need to contact technical support. |
Cancelling calls
To cancel resumed calls, use the 
button on the page with information about the call task.
Exporting call reports
To create a report use the
button on the page with information about the call task.
As a result the system will generate a report with detailed information about the call task. This report will be available as a separate file with the .xls extension.
Downloading call reports
Once a call report is generated, you can download it at any time. For this click the 
button that is located on the page with information about the call task.
Exporting call reports with variables
To create a report with variables use the 
button on the page with information about the call task.
As a result, the system will generate a report with variables as a separate file with the XLS extension.
The generated report can be downloaded at any time. For this use the button that will appear on the page with information about the call task.
Quick actions with call tasks
Control elements for quick actions with call tasks are located on the page with information about a call task.
The following actions are available:
- view detailed information about the call task
Editing call tasks
To edit a call task click the 
button for the necessary record on the list.
As a result the following dialog window will open as displayed in the image below.
The steps for editing a call task are similar to those described in section Creating new call tasks.
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1. On the Call tasks page click 
for a task you want to delete.
2. In the dialog box click OK to confirm the action.
The selected call task will be deleted.
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