1. Go to the Voice Bots section of personal account TWIN.
2. In the Tasks tab, click Create a call task or 
in the upper right corner. The Create call task window will open.
3. In the General tab, do the following settings:
- Name: Enter the name of the call task. Choose simple and clear names. In the future it will make it easier for you to find the necessary call task.
- Bot: from the drop-down list select script, which will be used in dialogs with customers.
- If the robot requested a redirect: from the drop-down list, select one of the following values:
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End call - the call will be ended.
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Do nothing - the bot will stop its work and the call will be ended.
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Transfer call to channel - the call will be forwarded to the preset translation direction. If you select this option, select the desired translation direction in the Directions of translation field. You can add a new translation direction in the Voice Bots section on the Settings tab → Transfer.
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Designated number: select one of the values from the drop-down list:
- Default settings - not defined.
- Choose from available numbers - a specific number registered with the service provider that will be displayed to the client during the call. Select the desired number from the drop-down list in the additional field. The numbers are added in the Voice bots section on the Settings → Number management tab.
- Select a preconfigured number pool - during a call the client will see one (any) number from the pool of CallerID numbers registered with the service provider. Select the desired pool from the drop-down list in the additional field. You can create a new pool in the Voice Bots section on the Settings tab → Pools CallerID.
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Human/Robot Definition System: select the desired value from the drop-down list:
- Disabled - the system is disabled. The robot continues the dialog in any case.
- Background detection mode - detection takes place in the background during the call. If the system detects that an answering machine is involved in the conversation, the call is automatically terminated.
- Definition with blocking - the voice robot will not start the call until the system determines that a person is in the call. The Welcome file is used to make the determination. If you select Definition with blocking, in the Welcome file field, select the desired file. The file is played immediately after the call is placed to the customer. If a human answers the call, the system connects the bot, otherwise the call ends. You can add a new greeting file in the Welcome file tab. The uploaded file must have the extension mp3 and must not exceed 10 MB.
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(Optional) Enable number verification - the system checks whether the number format is correct when adding a candidate. Verification works for phone numbers from any country. Disable this setting if necessary.
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(Optional) Enable call recording - all calls within the call task will be recorded. In the additional field specify from what second to start call recording. If necessary, disable this option.
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(Optional) Enable Send the report by email after completing the call - after call completion the system will send a report to email to all company administrators who have enabled this report in Notification Settings in personal cabinet.
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Task start mode: select the desired mode from the drop-down list:
- Manually - the task is started manually using the Continue calling button.
- At the specified time - the call task is started automatically. In the additional field select the desired date and time of the call task start using the calendar.
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Dialing Intensity: set the rate at which new calls will be made.
For example, if you select 3 attempts per 1 second, this means that 3 calls will be made every second. -
Task schedule: Select the job schedule for the call job from the drop-down list. For details on creating a schedule, refer to Schedule setting.
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(Optional) Customize the Call limiter by time of day. Move the sliders to select the desired time range in which you want the call to ring (start time of the first and last calls). The TWIN system detects the time zones of call candidates and makes calls within the specified time range.
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Type Effective call duration,more. Enter the minimum call duration in seconds at which the call will be considered successful. If the call duration is shorter than the specified duration, the call will be considered unsuccessful. This is used when generating reports and can also be used when customizing callbacks.
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(Optional) Webhook Address: Enter the URL of the webhook to which you want to receive call statistics.
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(Optional) Task Comment: Enter information that may be useful.
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4. (Optional) Click the Recall tab. Here you can set the rules that will determine the conditions for making a call back to the client. To do this:
- Enable Use a calling strategy.
- Candidate Calling Strategy: from the drop-down list, select the desired strategy:
- Consistent - for a candidate with multiple numbers, first all attempts are made to call back the first number, then all attempts are made to call the next number, and so on.
- Parallel - for a candidate with multiple numbers, if a call to the first number is unsuccessful, the next call will be made to the second number and so on. After that a queue of redials will be formed.
For the parallel strategy to work correctly for several candidates, the call intensity should exceed one call per second.
- Enable the required callback script:
- Call Error - operator rejected the call due to high line load / call using incorrect CallerID / number does not exist or is specified incorrectly.
- Not answered - the customer does not pick up the phone.
- Not effective - the customer answered but the call duration was less than the set minimum duration.
- Busy - the line is busy.
- Answered by answering machine - the call has been answered by an answering machine. To use this status in a call scenario, enable Human/robot definition system in the call task under the General tab. The script takes precedence over the Not answered script, for example, if a call is Not answered but AMD has determined that Answered by answering machine has answered, the call will be re-rung according to the Answered by answering machine script rather than the Not answered script.
- (Optional) Configure General restrictions:
- Callback to a candidate: Specify the maximum number of callbacks to the candidate.
- Callback to candidate numbers: Specify the maximum number of callbacks to the candidate's phone number.
- Specify the maximum number of attempts to call back the client. Callback limits do not include the first attempt to call a candidate.
- Specify the interval after which the next call will be made.
You can learn more about how the chime rules work in the example below.
Example of how callback rules work
If when setting up a call task you checked the Use a calling strategy checkbox, then selected the Not answered rule and specified Call no more than 3 times at 60 sec intervals, then it will work as follows:
- If the first call is unanswered, there will be a total of 3 calls: the initial call and 2 redials using the Not Answered rule. Each redial will be made 60 seconds after the previous one is completed. That is, 60 seconds after the call is completed, the system will make the first retry. If the client does not answer again, the system will make a second attempt to redial 60 seconds after the first attempt is complete. If during the second attempt the system reaches the client or the client does not pick up again, the system will not make any further attempts.
- If the first call goes unanswered, but the client picks up the call on the first redial attempt, the system will not make another redial attempt.
- If no answer is received after the first call, and the system detects a different status (for example, the number is busy) on the first callback attempt, the system will continue to try the call until it again detects a "Not Answered" status. In other words, the redial will be counted only if the client answers the call or the system detects a No Answer status. In such a situation, the system will continue the current callback attempt and the count of completed callback attempts for the selected rule will remain unchanged.
- If Not answered and Not effective rules are selected at the same time, and the call is unsuccessful with a missed first ring, and then the customer, while attempting to redial using the Not answered rule, answers the call but ends it before the set duration expires, the system will retry the call using the Not answered rule. At the same time, it will take into account the first Not answered redial attempt. The retry count will only change for the Not effective rule, and the Not answered rule will remain unchanged.
5. Click Save.