On the side menu, click Calls – Call task templates. As a result a page with a list of call task templates will open.
With call task templates you can make calls to your clients using voice bots in external CRM systems (for example, BITRIX24, amoCRM). |
To create a new call task template do the following:
1. Click the Add new call task template button at the top of the page.
A new window will open as shown below.
2. In the Template name field enter the name for the template.
It is recommended to use brief and concise names. Later this will help you to quickly find a call task template on the list. |
3. 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.
Using the "Download template" link you can download a template to create a file with a list of clients for the call task template (for more details, see Format of clients file). |
4. In the Dial plan field select the necessary dial plan. The dial plan determines whether the call will use the default mobile carrier provided by Twin or a mobile career that you want to use (for details, see Creating a New Dial plan).
5. 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:
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.
You can upload custom greeting files in a ".wav" format. For this select Without a greeting in the drop-down list and click the |
6. 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.
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 calls with Megafon, 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 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 of a phone call will capture and display the phone number from the Caller ID group, which is associated with the phone number the system uses to make a call. |
7. In the Redirect by default field select the necessary type of call forwarding, which will be used if in the selected script in the Result block in the Forwarding action field is set to Use task settings, and in case when the voice robot requests help.
The following values are available for selection:
8. 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:
9. In the Call time limiter field select the necessary time period during which you want the system to make a call.
10. 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.
11. 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.
Currently this feature is only available for Russian numbers. |
12. 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.
13. 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:
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:
14. When you are done, click Save.
A new call task template will be created.
To edit a call task template click the 
button for the necessary item on the list.
As a result a dialog box for editing the selected call task template will open.
The steps for editing a call task template are similar to those described in Creating call task templates.
To delete a call task template click the 
button in the necessary line.
The selected call task template will be deleted.
On the Call task templates page you can also create new call tasks. For this click the |
button.
button.