Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Making Intelligent Outbound Calls/ Managing Outbound Call Tasks/ Creating Manual Outbound Call Tasks
Updated on 2023-10-12 GMT+08:00
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Creating Manual Outbound Call Tasks

Prerequisites

  • To create an outbound call task, you have completed the operations in Preparations for Creating Outbound Call Tasks.
  • At least one voice skill queue is available and has been associated with the agent for making outbound calls.
  • 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.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Outbound Call > Call Mgmt.
  2. Click Create and select Agent Outbound Call.

    Figure 1 Create Agent Outbound Call page
    • You can select a survey based on the version number.
    • For an outbound call task created using a template, the task type cannot be changed. Determine the outbound call task template type before creating an outbound call task.

  3. Set manual outbound call task information.

    Table 1 Manual outbound call task parameters

    Parameter

    Description

    Basic Information

    Task Name

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

    Caller Number

    Calling number of the outbound call task. This parameter is mandatory. Multiple calling numbers can be selected.

    The options are all access codes of the tenant space.

    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 ranges from 1 to 6.

    SMS Template for Failed Outbound Call

    Content of the SMS notification sent when the outbound call task fails. This parameter is optional.

    Selected Agents

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

    If you select Specified Agent, you can specify one or more agents. Otherwise, all agents in the skill queue are selected.

    AUTOMATIC EXTRACTION RULE

    Whether to enable the automatic extraction rule.

    After the automatic extraction rule is enabled, a specified agent can click the extraction button during a manual outbound call. 10 outbound call records that meet criteria are automatically extracted each time.

    Restrictions

    Business Result

    Select a configured business result.

    Business Result Achievement

    Number of calls marked with the selected business result in the current task.

    The value is a positive integer.

    Completed Calls

    Number of calls that need to be made before the outbound call task is complete.

    The value ranges from 1 to 20.

    Amount of data that can be claimed by an agent at a time

    Number of outbound call records extracted each time before the outbound call task is complete.

    The value is a positive integer.

    Conditions

    Add Condition

    Select And or Or.

    • And: All conditions must be met.
    • Or: Any one of the conditions is met.

    Add Attribute

    Add attributes. Select a configured outbound call data attribute.

    Add Subcondition

    Add a subcondition as an additional condition.

  4. (Optional) Click Save As Template. In the dialog box that is displayed, enter a template name and click OK to save the current configuration as an outbound call template.
  5. Click Save.
  6. Return to the Call Mgmt tab page, select the new outbound call task, and click Outbound Call Data to add outbound call data for the outbound call task. For details, see Configuring Outbound Call Data.
  7. Return to the Call Mgmt tab page, select the new outbound call task, and click Start to start the outbound call task.

Follow-up Procedure

You can click Suspend to modify an outbound call task.

After the task is suspended, you can perform the following operations:

  • Click Edit to modify an outbound call task.

To view the task result, you can click a task to access the outbound call task details page and click the outbound call result on the outbound call task details page to view the outbound call result for each customer.

On the outbound call result page, you can:

  • Click Details to view all outbound call results of all called numbers under the customer.
  • Click Business Result to set the business results for the called outbound numbers and remark the results.
  • Click Export to export the task result.

    The exported data contains personal data. Exercise caution when processing the exported data to prevent personal data leakage and abuse.

  • Click View Export Result to view the export result. On the displayed page, you can download the result.