Creating Manual Assignment Outbound Call Tasks

Prerequisites

• The Platform Role of the agent account has been set to Agents.
• To create an outbound call task, you have completed the operations in Preparations for Creating Outbound Call Tasks.
• At least one voice skill queue has been configured by referring to Maintaining Tenant Space Skill Queues. The skill queue has been associated with the agent who needs to make an outbound call. For details about the association method, see Associating an Allocated Agent ID with a Business Account and Skill Queue.
• If the tenant space is in trial commercial use, you have contacted O&M personnel to add the numbers used for making outbound calls to the tenant space trustlist.
• To send SMS notifications for failed outbound calls, you have configured an SMS template on the Configuration Center > Workbench Configuration > Notification Template page. For details about how to configure an SMS notification template, see Configuring Notification Templates as an Administrator.
• You have contacted the system administrator to enable the system parameter Display Manual Assignment of Outbound Calls under System Parameter > Intelligent Outbound Call > Managing Configurations.

Procedure

1. Sign in to the AICC as a tenant administrator and choose Outbound Call > Call Mgmt.
2. Click New and choose Manual Assignment Outbound Call.
3. Configure manual outbound call task information.
   Figure 1 Create Manual Assignment Outbound Call page
   

   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	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. 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. 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	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. 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. 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. 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. 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	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. 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. 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	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. 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. 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	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. By Attribute: Calls are made in ascending or descending order based on the attribute configuration. By import order: Calls are made in descending order based on the batch creation time first and then the outbound call data import sequence. 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.

4. (Optional) Click Save as Template. In the dialog box that is displayed, enter a template name and click confirm to save the current configuration as an outbound call template.
5. Click Save.
6. Return to the Call Mgmt page, click Contact list in the Operation column corresponding to the new outbound call task, and add outbound call data to the outbound call task. For details about how to add outbound call data, see Configuring Outbound Call Data.
7. (Optional) Click to create a batch if the outbound call task does not have an outbound call batch. After the batch is created, click to start the batch.
8. Click Pending Calls and enter the customer to be called.
9. Click Assign after the customer to be called is created. The data assignment page is displayed.
   Figure 2 Data assignment page
   
   

   • If the manual assignment outbound call task is not assigned to any agent when it is created, customers to be called are displayed on the Pre Assignment tab page. If the outbound call task has been assigned to an agent, customers to be called are displayed on the Assigned tab page.
   • If the configuration of agents bound to an outbound call task is canceled during multi-round call creation, the system displays a message indicating that the configuration of agents has been canceled when the tenant space administrator accesses the data assignment page.

10. Click Assign on the Assigned tab page to assign a customer number to another agent or lower-level administrator to execute the outbound call task.
    Figure 3 Reassignment
    
    

    If a customer number has been extracted by agents, the customer number cannot be reassigned.

11. Sign in to the AICC as the assigned agent, select the assigned outbound call task, and click to start the task.
12. Click the name of the manual assignment outbound call task on the Outbound Call > Agent Call page. The call page is displayed.
    Figure 4 Manual assignment outbound call task name
    
    

    A lower-level administrator can click Assign on the Agent Call page to continue to assign the outbound call task.

13. Click Extract on the call page to extract the customer number assigned in 10.
    Figure 5 Extracting outbound data
    
    

    • If a customer number to be extracted is within the validity period of a blocklist and its Blocklist Type is Auto Wrap Up, after you click Extract, the number is marked as completed and will not be called, and its business result is that specified for the blocklist. For details about how to configure a blocklist type, see Managing Blocklisted Outbound Numbers.
    • If a customer number to be extracted is within the validity period of a blocklist and its Blocklist Type is Pop Up, the extraction is successful after you click Extract. After you click , a screen pop-up is displayed, and you can make a call.
    • If a customer number to be extracted is within the validity period of a blocklist and its Blocklist Type is not set, after the extraction is complete, the customer number is marked as completed and its business result is empty.
    • If the tenant parameter Whether to enable Manual Assignment Outbound Call to record business result without calling is set to Yes, after you click Extract, the customer number is marked as completed, and the business result is directly entered without calling with Call Result recorded as Failed and Cause recorded as the business result. You can also contact the tenant administrator to set this parameter to No on the Configuration Center > System Management > Tenant Parameter page.

Creating a Multi-round Call

After outbound call tasks are manually assigned, the tenant space administrator or agent can select a customer number for which a call has been completed and call the number again.

1. Sign in to the AICC as a tenant administrator and choose Outbound Call > Call Mgmt.
2. Click the name of a manual assignment outbound call. On the page that is displayed, click the Completed tab.
   Figure 6 Manual assignment outbound call details page
   

3. Select a customer number to be called and click to create a batch. The batch name consists of multiRoundCallData and a random number.
   Figure 7 Page showing that a multi-round call is created successfully
   
   

   • If the selected customer number is within the validity period of a blocklist and its Blocklist Type is Auto Wrap Up, after the batch is created successfully, the number is marked as completed and will not be called, and its business result is that specified for the blocklist. For details about how to configure a blocklist type, see Managing Blocklisted Outbound Numbers.
   • If the selected customer number is within the validity period of a blocklist and its Blocklist Type is Pop Up, after the batch is created successfully, the number can be called.
   • If the selected customer number is within the validity period of a blocklist and its Blocklist Type is not set, when you click Create Multiple-round Call, a batch cannot be created and a message is displayed, indicating that the selected customer number is blocklisted.

4. In the dialog box that is displayed, click Go to View. On the batch management page that is displayed, view the batch created in 3.
   Figure 8 Batch management page
   

5. Click Assign to reassign the batch. If you do not need to reassign the batch, skip this step.
   

   Maximum number of outbound call data records is specified by the tenant parameter Maximum number of manual allocations. The default value is 500. You can contact the tenant administrator to set the value on the Configuration Center > System Management > Tenant Parameter page.

6. Sign in to the AICC as the assigned agent, choose Outbound Call > Agent Call, and click the name of the manual assignment outbound call task. The call page is displayed.
   Figure 9 Manual assignment outbound call task name
   

7. Click Extract on the call page to extract the customer number assigned in 5.
   Figure 10 Extracting outbound data
   
   

   • If a customer number to be extracted is within the validity period of a blocklist and its Blocklist Type is Auto Wrap Up, after you click Extract, the number is marked as completed and will not be called, and its business result is that specified for the blocklist. For details about how to configure a blocklist type, see Managing Blocklisted Outbound Numbers.
   • If a customer number to be extracted is within the validity period of a blocklist and its Blocklist Type is Pop Up, the extraction is successful after you click Extract. After you click , a screen pop-up is displayed, and you can make a call.
   • If a customer number to be extracted is within the validity period of a blocklist and its Blocklist Type is not set, after the extraction is complete, the customer number is marked as completed and its business result is empty.
   • If the tenant parameter Whether to enable Manual Assignment Outbound Call to record business result without calling is set to Yes, after you click Extract, the customer number is marked as completed, and the business result is directly entered without calling with Call Result recorded as Failed and Cause recorded as the business result. You can also contact the tenant administrator to set this parameter to No on the Configuration Center > System Management > Tenant Parameter page.

8. Click to make a call.
   Figure 11 Outbound call data