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.
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:
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.
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.
To delete specified values use the Clear button.
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:
To view detailed information about a call task click the 
button in the necessary line.
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 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:
At the bottom of the page is a list of calls that were made using the selected call task.
You can use fields at the top of the list to search for necessary calls on the list.
Using the first field you can search for calls by Client ID
Using the second field you can filter calls by call period.
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:
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
To delete specified search and filter values 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 of calls. The list can contain the following number of entries: 10, 50, and 100.
|
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 window will open as shown below.
3. Do the following:
It is recommended to use brief and concise names. Later this will help you to quickly find a call task on the list. |
Once you prepare the file with a list of clients, you can add it to the call task. |
The default dial plan uses the standard Twin mobile network carrier. |
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. |
button to play the audio file.
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. |
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 |
The human/Robot identification system can operate in the following modes:
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.
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:
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. |
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. |
The following options are available for selection:
The following options are available for selection:
If the Test call checkbox is not selected, then you can only add client phone numbers one by one to the call task. |
The following conditions are available:
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:
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.
Using control elements at the top of the page you can perform various actions with calls.
| Button | Description |
|---|---|
| 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:
| Button | Description |
|---|---|
| |
| |
|
To display problem calls use the 
button.
As a result the system will display all failed calls and calls when the bot requested assistance.
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:
button.When you enter a phone number, use the following format: 442123456789. Otherwise the call may not succeed. |
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:
button.
To download multiple clients at the same time use a file with client phone numbers in Excel format. |
Unanswered calls are regarded as unsuccessful. These calls have the following statuses:
| Status | Description |
|---|---|
| Depending on the code received from the mobile carrier, the following statuses are possible:
|
| 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) |
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.
To start calls manually, use the 
button.
Using this button you can start calls in call tasks whose status is set to Manually and restart unsuccessful calls in call tasks. |
You can also start calls manually using the Continue call button located on the page with information on the call task.
|
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.
You can also use the Suspend call button on the page with information on the call task to pause resumed calls.
|
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.
By default this functionality is not enabled. To use this functionality you need to contact technical support. |
To cancel resumed calls, use the 
button on the page with information about the call task.
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.
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.
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.
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
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.
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.
button.
-