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General information

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).

Creating call task templates

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:

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.

You can upload custom greeting files in a ".wav" format. For this select Without a greeting in the drop-down list and click the button.

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:

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.

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.

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.

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:

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.

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:

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)

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.

Important!

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:

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.

14. When you are done, click Save.

A new call task template will be created.