On this page:

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 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 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.

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.

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 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:

Call task status
Information about all calls that were made using the selected call task
Call results (effective and ineffective calls)
Frequency of call transfers from bots to operators

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:

Client ID
Client's phone number
Call status
Call date
Planned call time
Call duration
Call cost

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 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.

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 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.

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.

Using the "Download template" link, you can download a template to create a file with a list of clients for the call task (for more details, see Format of clients file )

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.

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.

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.

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 button.

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.

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 button.

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.

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.

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.
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.

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:

№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 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
	Display call details
	Copy call ID
	Display call script

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.

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:

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).

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.

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.

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

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.

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.

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.

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.