.top-button { background-image: url(https://confluence.twin24.ai/download/thumbnails/23986188/baseline_keyboard_arrow_up_white_18dp.png) !important; background-position: center; background-color: #47a7f5 !important; background-repeat: no-repeat; box-shadow: -1px 1.5px 3px #999; color: #47a7f5 !important; border-radius:50px !important; position: fixed; bottom: 45px; left: 93.5%; width: 50px; height: 50px !important; font-size: 12px !important; padding: 14.5px !important; z-index: 2; } .top-button:hover{ background-color: #65b9ff !important; color: #65b9ff !important; } .page-header{ background-color: #232838; background-repeat: no-repeat; background-position: center; width: auto; height: 100px; background-image: url(https://confluence.twin24.ai/download/attachments/23986188/logo_twin-02.png); background-size: 10em; color: #fff; font-size: 20px; padding: 20px; } .page-footer{ background-color: #232838; background-image: url(https://confluence.twin24.ai/download/thumbnails/23986188/decorated-pattern-dark.png); width: auto; height: 10px; color: #fff; text-align: end; font: small-caption; padding-inline-end: 30px; padding-top: 200px; padding-bottom: 30px; } .page-headline{ background-image: url(https://confluence.twin24.ai/download/thumbnails/23986188/Solid256dot8_2changed.png); background-repeat: no-repeat; background-position-x: -227px; background-position-y: center; padding: 20px; background-color: #007bff; width: auto; height: 10px; color: #fff; text-align: center; font: caption; font-weight: 600; } .tabs-menu{ padding-left: 85% !important; }

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.

TWIN user documentation > Call tasks > image-2023-1-14_20-29-48.png

Searching for call tasks

On the Call tasks page you can search for your call tasks.

If the call task list is very large, then using this function you can quickly find the call task you need.

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

Search for call tasks by content
Search for call tasks by date

TWIN user documentation > Call tasks > image-2023-1-14_20-32-2.png

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.

To search for a call task by content enter a necessary value in the 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 by date enter a necessary date and time in the 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.

Filtering call tasks

On the Call tasks page you can filter call tasks by categories.

Using this function you can quickly find call tasks you need (for example, all call tasks that are in progress or call tasks that have been scheduled but are not started).

To filter call tasks use the filtration buttons located in the upper right corner of the page.

TWIN user documentation > Call tasks > image-2023-1-14_20-32-41.png

When you click a filtration button only call tasks that belong to the selected filtration category are displayed.

The following filtration categories are available:

All – all call tasks are displayed.
Active – all call tasks that are currently in progress are displayed.
Scheduled – all call tasks that have been scheduled but not started are displayed.
Completed – all completed call tasks are displayed.

Viewing call tasks

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

TWIN user documentation > Call tasks > image-2023-1-14_20-35-32.png

A page with detailed information about the selected call task will open.

TWIN user documentation > Call tasks > image-2023-1-7_13-3-30.png

At the top part of the page there are control elements for managing the current call task.

TWIN user documentation > Call tasks > image-2022-12-20_10-13-42.png

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

TWIN user documentation > Call tasks > image-2023-1-6_21-48-21.png

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.

TWIN user documentation > Call tasks > image-2023-1-6_21-56-11.png

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.

TWIN user documentation > Call tasks > image-2022-12-15_13-45-13.png

Search results are displayed as a list at the bottom of the page.

TWIN user documentation > Call tasks > image-2023-1-6_22-0-52.png

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).

TWIN user documentation > Call tasks > image-2022-12-24_11-10-58.png

Managing call tasks

Using control elements at the top of the page you can perform various actions on calls.

TWIN user documentation > Call tasks > image-2023-1-7_13-5-32.png

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
	Display call details
	Copy call ID
	Display call script

Viewing problem calls

To display problem calls use the button.

TWIN user documentation > Call tasks > image-2023-1-7_13-6-3.png

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.

TWIN user documentation > Call tasks > image-2023-1-7_13-6-58.png

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.

When you enter a phone number, use the following format: 442123456789. Otherwise the call may not succeed.

TWIN user documentation > Call tasks > image-2022-12-20_15-15-55.png

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).

TWIN user documentation > Call tasks > image-2022-11-28_9-53-40.png

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
Busy Unanswered Unavailable	Depending on the code received from the mobile carrier, the following statuses are possible: Busy signal is received Client did not answer the call (did not pick up the phone) Client is not available
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.

TWIN user documentation > Call tasks > image-2023-1-7_13-7-30.png

All unsuccessful calls in the task will be queued for another call attempt.

Starting calls manually

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.

TWIN user documentation > Call tasks > image-2023-1-6_22-13-8.png

You can also start calls manually using the Continue call button located on the page with information on the call task.

TWIN user documentation > Call tasks > image-2023-1-7_13-8-5.png

Pausing resumed calls

To pause resumed calls use the button on the page with the list of call tasks.

TWIN user documentation > Call tasks > image-2022-12-24_11-59-49.png

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.

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.

TWIN user documentation > Call tasks > image-2023-1-7_13-11-30.png

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.

TWIN user documentation > Call tasks > image-2023-1-7_13-12-4.png

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.

TWIN user documentation > Call tasks > image-2023-1-7_13-12-33.png

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.