Help Center/ Customer Engagement Center/ User Guide/ Tenant Administrator Guide/ Making Intelligent Outbound Calls/ Preparations for Creating Outbound Call Tasks/ Creating Outbound Call Templates
Updated on 2025-11-07 GMT+08:00
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Creating Outbound Call Templates

The use of outbound call templates facilitates creation of outbound call tasks. Many outbound call tasks use similar settings, except time and names. Therefore, using an existing outbound call template considerably shortens the time spent in creating outbound call tasks.

Prerequisites

Some operations under the current menu are controlled by separate permissions. If related operation permissions are not configured, the corresponding operations are not supported. For details about the operation permissions that can be configured separately, see Table 1.

Scenario 1: Creating a Common IVR Template

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Call Config > Call Template.

    Figure 1 Call Template page

  2. Click New and select Robot Outbound Call from the Call Type drop-down list.

    Figure 2 Page for creating a common IVR outbound call template

  3. Configure basic template information.

    1. Click the Caller Number selection box. The Select Caller Number dialog box is displayed. The default value of Priority is 3. You can select a value from the drop-down list.
      Figure 3 Select Caller Number page
    2. Select a calling number or number group and click OK. You can select only one number group and cannot select numbers from the number list at the same time.
    3. Select an IVR flow and click OK.

  4. Set the outbound call duration.

    Figure 4 Outbound Call Duration page
    • Regular Date Time Period(UTC+08:00): (Mandatory) Set at least one outbound call time period.
    • Special Time Period(UTC+08:00): (Optional) If special dates are configured, set at least one outbound call time period for the special dates.
    • Special Date: (Optional) Click , select special dates in the Add Special Date dialog box, and click OK. For details about how to configure special dates, see Managing Special Dates.
      Figure 5 Add Special Date page

  5. Click Next.

    Figure 6 Outbound Strategy page

    By default, Outbound Call Data Attribute Filtering is hidden. To display this parameter, contact the tenant administrator to set Switch for filtering outgoing call data attributes and calling by data attribute sequence to Yes on the Configuration Center > System Management > Tenant Parameter page.

  6. Click Confirm.
  7. On the Call Template page, click Publish corresponding to the new outbound call template in Draft state. The template changes to the Published state.
  8. (Optional) To modify a published outbound call template, click Suspend. After the template changes to the Suspended state, click Edit to edit the template. After the editing is complete, click Publish to change the template to the Published state. (Optional) To delete an unnecessary outbound call template, click Delete.

Scenario 2: Creating a Manual Outbound Call Template (This scenario is not supported in independent deployment mode.)

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Call Config > Call Template.
  2. Choose New > Manual outgoing call template.

    Figure 7 Create Manual Outbound Call Template

  3. Enter basic information as required and click Save.

Scenario 3: Creating an Automatic Outbound Call Template

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Call Config > Call Template.
  2. Choose New > System Automatic Outbound Call.

    Figure 8 Creating an Automatic Outbound Call Template page

  3. Enter information on the Task Information and Outbound Strategy tab pages as required and click Confirm.

    Figure 9 Outbound Strategy page

    By default, Outbound Call Data Attribute Filtering is hidden. To display this parameter, contact the tenant administrator to set Switch for filtering outgoing call data attributes and calling by data attribute sequence to Yes on the Configuration Center > System Management > Tenant Parameter page.

Scenario 4: Creating a Manual Assignment Outbound Call Template

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Call Config > Call Template.
  2. Click New and select Manual Assignment Outbound Call from the Call Type drop-down list. The Create Manual Assignment Outbound Call Template page is displayed.

    Figure 10 Create Manual Assignment Outbound Call Template page

  3. Set parameters in the Basic Information, Call Policy, and Outbound Call Duration areas, and click Save. The manual assignment outbound call template is successfully created.

    Table 1 Manual assignment outbound call

    Manual Assignment Outbound Call

    Description

    Basic Information

    Task Name

    Task name, which is customized. This parameter is mandatory. The value can contain a maximum of 100 characters.

    Organization Unit

    The OU selected on the Create page when an outbound call task is created is automatically displayed.

    Task Type

    Manual assignment outbound call.

    Task Template

    Select a template.

    Caller Number
    1. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, only the calling numbers of the OU bound to the outbound call task and calling numbers of Unorganized can be selected.
    2. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, the calling numbers of all OUs, including Unorganized, can be selected.
    3. A maximum of 100 calling numbers can be added.

    Task Time

    Start time and end time of an outbound call task.

    Call Attempts

    Maximum number of call attempts. This parameter is mandatory. A failed call can be manually initiated again. When the number of call attempts reaches the maximum, unless the call is successful, the call cannot be initiated again.

    The value is an integer ranging from 1 to 6.

    Type of the outgoing call failure SMS notification
    • HUAWEI CLOUD SMS
    • SMS Gateway SMS

    SMS Template for Failed Outbound Call
    1. External SMS notification template. For details, see Configuring Notification Templates as an Administrator. Set Template Type to HUAWEI CLOUD SMS. The recipient of an SMS message for a failed outbound call is the customer.
    2. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, only the SMS templates for failed outbound calls of the OU bound to the outbound call task and SMS templates for failed outbound calls of Unorganized can be selected.
    3. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, the SMS templates for failed outbound calls of all OUs, including Unorganized, can be selected.

    Questionnaire

    Select a published manual questionnaire or manual and IVR questionnaire. For details, see Configuring Surveys.

    Assignment Policy
    • Evenly distributed: The pending calls are evenly allocated to agents. For example, if there are two agents, agent A and Agent B, the supervisor allocates 10 numbers for the first time and 20 numbers for the second time, each agent has 15 pending calls. If the supervisor allocates three numbers to agent A and agent B, agent A has two pending calls and agent B has one pending call based on the import sequence. When the outbound call data is imported next time, the data is imported to agent B first.
    • Do not assign automatically: After outbound call data is imported, all pending calls are in the to-be-allocated state.
    • Resource pool allocation: The pending calls are allocated in the import sequence.

    Assigning Agents

    Click to select agents in an associated voice skill queue to execute the outbound call task.

    • If defaulAudioSkill in the Skill Queue column is selected, the outbound call task is executed by all agents in the skill queue.
    • If Specified Agent is selected, the outbound call task can be executed by a specified agent.
    • If Lower Level Administrator is selected, the outbound call task can be executed by the corresponding supervisor or any lower-level employee.

    Blocklist Group
    • Blocklist Group: If a blocklist group is selected, all numbers in this group are not called within a specified period.
      1. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, only the blocklist groups of the OU bound to the outbound call task and blocklist groups of Unorganized can be selected.
      2. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, the blocklist groups of all OUs, including Unorganized, can be selected.

    Play Voice
    1. A voice can be selected and played to the customer during a call. The options are voice resources configured on the Configuration Center > Resource Management > Audio and Video Resource Management page. A maximum of 10 voice resources can be selected.
    2. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, only the prompt tones of the OU bound to the outbound call task and prompt tones of Unorganized can be selected.
    3. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, the prompt tones of all OUs, including Unorganized, can be selected.

    Associate Business Result
    1. After you associate a task with a business result, only the associated business result and its sub-business results can be selected for outbound calls in the task. If Appointment Pop-up Screen is enabled for the business result, after the business result is selected for an outbound call, the dialog box for creating a reserved outbound call task is displayed.
    2. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, only the business results of the OU bound to the outbound call task and business results of Unorganized can be selected.
    3. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, the business results of all OUs, including Unorganized, can be selected.

    Business Result SMS Template Configuration

    Set an SMS template whose Notification Type is External Notification based on the business result. If a business result is selected during a call, the system notifies the customer based on the template. A maximum of 10 templates can be added.

    Call Policy: Set call policies for extracting outbound call data. For details about how to extract outbound call data, see 6 and 7.

    Call Sequence
    1. Number of calls: Calls are made in descending order based on the number of calls. A phone number with more number of calls has a higher priority.
    2. By Attribute: Calls are made in ascending or descending order based on the attribute configuration.
    3. By import order: Calls are made in descending order based on the batch creation time first and then the outbound call data import sequence.
    4. By priority: After By priority is selected, you can set the priority when adding outbound call data. The priority ranges from 1 to 5. 1 indicates the highest priority, and 5 indicates the lowest priority. When an outbound call task is executed, the outbound call data is extracted by priority.
      NOTE:

      When an agent extracts outbound call data, the maximum number of outbound call data records that can be extracted at a time is specified by the tenant parameter Maximum number of outgoing call data obtained at a time. The default value is 5, and the value ranges from 1 to 20. You can contact the tenant administrator to set the value on the Configuration Center > System Management > Tenant Parameter page.

    Maximum Call Attempt Days

    During extraction of outbound call data for initiating calls, if a number has been called within the configured number of days for call attempts, it cannot be called again.

    Maximum Number of Call Attempts Per Day

    During extraction of outbound call data for initiating calls, if the number of calls made to a number on the current day is greater than the value of Maximum Number of Call Attempts Per Day, the number cannot be called again.

    Call-Out Interval (min)

    During extraction of outbound call data for initiating calls, multiple calls are not allowed within a specified interval.

    Outbound Call Duration

    After Prohibited Call Date is enabled for a manual assignment outbound call task, the value of Task Status of this task is Suspend on the Outbound Call Task > Agent Call page, indicating that this task cannot be executed within the prohibited time range.

    A prohibited date is added. For details, see Managing Special Dates.

    Add a time period, for example, from 18:00 to 23:59. A maximum of three time periods can be added.