Can I transfer a call to an operator?
Yes, there are two options for transferring:
- Transfer to Softphone.
- Transfer via external telephony.
Where do I find the API token?
The token is located in the profile settings.
To copy the API token:
- Click on the profile icon in the lower left corner of the cabinet.
- Click
in the API-token field.
How do I connect my telephony to the platform?
Connect your telephony by submitting a request to tech support.
Why is there only silence on the call recording?
Call recording starts only when the bot is connected. If an answering machine is connected before that moment, its phrases will not be recorded.
For example, if an answering machine comes on the line first and asks you to leave a message after the tone, its voice will not be recorded because the bot has not yet connected. However, smart answering machines can be recorded because they answer the call in a human-like manner. Upon receiving a phrase similar to human speech, the bot connects and recording begins.
Why doesn't the platform dial numbers to another country?
Calls to numbers in other countries are not available on the platform. If you need to make overseas calls, create a separate trunk to work in the country you want and configure it.
Which authorization method to use, ip2ip or login/password?
If you use your own PBX, connect ip2ip authorization.
Authorization by login and password is suitable if:
- A third-party service provider is used. In this case there is a probability of low robotic dialing, but with a small number of calls - this is an acceptable option.
- Telecom operators are connected through a supervisor - they provide stable dial-up speed.
Why does a synchronization error occur when adding candidates?
Synchronization errors are most often associated with incorrectly formatted candidate files.
Please ensure that:
-
All identifiers are unique.
-
The file structure meets the requirements (the order of fields has not been changed).
-
The file is saved in a supported format.
For more information on how to fill out the table, see the article Adding candidates.
How are candidates' time zones taken into account when calling them?
The candidate's time zone is indicated when the list of candidates is loaded — if it does not match the region of their phone number.
For more information about the rules and format for setting the time zone, see the article Adding candidates.
How does the time limit for calling candidates work?
The time restriction is set when creating a call task using sliders — you specify the time when calls can be started and ended.
For more information on how restrictions work and how to set them up, see the article Creating a call task.
How many candidates can be added to a single task?
Technically, the system does not limit the number of candidates in a single task, but in practice, overly large lists can cause crashes or slow down performance.
We recommend adhering to the following guidelines:
-
When importing via file, no more than 30,000 candidates per task. Such volumes are usually processed without crashes.
-
Larger lists are best broken down into parts and run in stages.
-
It is not recommended to run a single task over a long period of time (e.g., several weeks) — it is best to use the principle of one day — one task.
How do I connect external telephony?
External telephony connection is carried out via a request to technical support. After registration, you will be sent a form to fill in with your provider details.
What are the reasons for the error "CONGESTION"?
The error Call rejected by operator occurs in a number of cases — these are described in detail in the article CIS call statuses.
In the call task details, when you hover over the status, the code Q850 will be displayed. For the meaning of statuses, see the article Q850 telephony response codes.
Check that all parameters are correct. If the error occurs regularly, contact the operator's technical support to clarify the reason for the call rejection.