General information

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.

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 quickly find the call task you need.

There are 2 options you can use to search for call tasks:

• Search for call tasks by call task name and Id
• Search for call tasks by call date and time

To search for call tasks by a call task name enter the necessary value in the search field on the left side of the page.

To search for call tasks by call date and time set up the necessary period of time in the search field on the right side of the page.

Search results are displayed automatically.

To delete specified values use the Clear button.

Filtering call tasks

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). For this use filtration buttons located in the upper right corner of the page.

Clicking on a filtration button will display only those call tasks that belong to one of the following categories:

• All – all call tasks.
• Active – call tasks that are currently in progress.
• Scheduled – call tasks that are scheduled but not yet started.
• Completed – completed call tasks.

Viewing detailed information about call tasks

To view detailed information about a call task, click the button for the necessary call task.

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 call task.

In the Statistics section there is the summary information about the call task in the form of pie charts.

This section displays the following information:

• Call task status
• Information about calls contained in the call task
• Call performance
• Frequency of call transfers to the operator

At the bottom of the page is a list of calls that are included in the call task.

Above this list there are filters that you can use to search for necessary calls in the call task.

Using the first filter, you can search by the following criteria:

• Client ID
• Client's phone number
• Call cost

With the second filter you can search by the date and time of the call.

To clear the filter fields use the Clear button.

On the right side of the filter bar there are control elements that allow you to adjust the size of the list with search results. The list can contain the following number of entries: 10, 50, and 100.

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).

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.

2. At the top left corner click Add new call task.

As a result a new dialog box will open as shown below.

3. Do the following:

• In the Task Name field enter a name for the task. This field is required.

• In the Please select script field select a necessary script from the list. This script will define the behavior of the voice bot during the call.

• 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 choose a standard Twin mobile network carrier or the mobile network carrier registered by the user (for more information, see the Dial plans section).

• In the Ambient noise field select an audio file with background noise that the system will play during a call with a client. After selecting any of the available options from the list, you can click the button and listen to the audio file.

• In the Human/Robot identification system field select Enabled to enable the system that detects the type of call participant (human or answering machine). After this you must define its operation mode.

The following modes are available:

• • 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 robot 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 robot may respond to a client with small delays. To fill in silence you can use the greeting feature. 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.

• 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 Twin is used. 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 is used. 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.

• CallerID – a specific phone number registered by the user with the mobile network carrier is used. 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.

• In the Redirect by default field select the necessary type of call forwarding. 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 robot requests help.

The following values are available for selection:

• • Hangup – all calls will be automatically ended.
    Dialing plan – forwards calls to the specified phone number. When this value is selected, 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 (for more details see Creating a New Call Forwarding Direction). When you select this value, 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. When you select this value, you need to specify the necessary script in the additional field.
• In the Task Start Mode field select one of the following options:
  • Manually – call task is started manually by the administrator (for details see Starting Calls Manually).
  • Scheduled – call task starts automatically. When this value is selected, you will 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 values 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 the 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 participant in the call, select the checkbox next to the Detection of gender parameter. This information will be used in the generated reports.

• The Test call parameter blocks usage of a file with client phone numbers. If the checkbox for this parameter is not selected, then you will not be able to upload a file with client phone numbers for 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 Redial rules field select events and the start mode for returned calls.

You can select the following options:

The following parameters 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 call the client.

The following options are available for selecting the redial mode:

• • Manually – create a set of rules for returned calls that will be used only for the selected call task.
  • Use template – select any of the previously created templates a set of rules for returned calls (for details see Creating Rules For Returned Calls). If you select this value, you need to specify the name of the required template in the additional field.

Examples of returned call rules:

№1

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.

№2

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.

№3

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.

№4

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 on calls.

With control elements at the bottom of the page, you can perform the following quick actions with call tasks:

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.

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).

Restarting unsuccessful calls

Unanswered calls are regarded as unsuccessful. These calls have the following statuses:

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.

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.

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.

Cancelling calls

To cancel resumed calls, use the button on the page with information about the call task.

As a result the system will cancel all resumed calls in the call task.

Exporting call reports

To create a report use thebutton 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

- edit the call script

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.

Deleting call tasks

To delete a call task, do the following:

      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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