Creating Manual Outbound Call Tasks

Prerequisites

• The platform role of a user account is agent.
• 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 internal 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.

Procedure

1. Sign in to the AICC as a tenant administrator and choose Outbound Call > Call Mgmt.
2. Click Create and choose Manual 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. Configure 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.
   Organization Unit	The OU selected on the Create page when an outbound call task is created is automatically displayed.
   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.
   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.
   Assigning Agents	Click to select agents in an associated voice skill queue to execute the outbound call task. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, only the skill queues and agents of the OU bound to the outbound call task can be selected. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, the skill queues and agents of all OUs, including Unorganized, can be selected.
   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.
   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	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.
   Result Fulfillment	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 100000.
   Single-time Claimed Quantity	Number of outbound call records extracted each time before the outbound call task is complete. The value is a positive integer.
   Data Extraction Conditions
   Add Condition	Select And or Or. And: All conditions must be met. Or: Any one of the conditions is met. The options for outbound call attributes are as follows: If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, only the outbound call attributes of the OU bound to the outbound call task and outbound call attributes of Unorganized can be selected. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, the outbound call attributes of all OUs, including Unorganized, can be selected.
   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 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, see Configuring Outbound Call Data.
7. Return to the Call Mgmt page and click corresponding to the new outbound call task.

Follow-up Procedure

To modify an outbound call task, click Suspend to suspend it.

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 view the outbound call result for each customer.

On the task result page, you can perform the following operations:

• Click Details to view all outbound call results of all called numbers under the customer.
• Click Play to play the recording of a completed call.
• Click 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.