Twilio Flex

To add a new dialer, click Add Twilio Configuration at the bottom right of the listing screen. Perform the following steps:

1. Enter a Name for the dialer. The dialer name should be no longer than eight characters.

2. Enter a Description for the dialer.

3. Enter the Twilio Flex Account SID for this dialer.

4. Enter the Auth Token to enable your Campaign Manager application to access the Twilio Flex APIs.

5. Click Connect to connect to the Twilio Flex application.

6. If the credentials are correct, the Workspaces created on the above Twilio Flex project are populated in the Workspace Name - SID dropdown list. Select an appropriate Workspace.

7. The newly created Dialer is listed in the Dialer Listing Page. Enable this dialer and click Edit to continue.

8. Go to the Settings section.

9. Select the Preview Activity (Non Routable State) from the dropdown list. Agents transition to this state when previewing data during a Preview/PCB contact. This state is created using the  console.

10. Select the Preview Activity (Routable State) from the dropdown list. Agents transition to this state when previewing data during a Preview/PCB contact. This state is created using the console.

11. Select the Preview Channel from the dropdown list.

    Note:

    The values in the dropdown list for items 5 and 6 appear as configured in the Twilio Console. Refer Campaign Manager for Twilio Flex Prerequisites document to configure Twilio Console for Preview Outbound calls.

12. Activate or deactivate the ACW Required for Failed Preview Call toggle icon. The Agent moves to the preview ACW failed state on failure of Preview/PCB calls. During this state, the agent can set the disposition until the ACW timer configured at the Group level expires. Once the agent saves the outcome or if the timer expires, the agent is automatically moved to the configured preview Ready state.

13. Activate or deactivate the ACW Required for Preview Reject Close toggle icon. When an agent selects Reject & Close for a contact, the agent's state transitions to ACW. During this state, the agent can specify the Business Outcome for the call.

14. If the above options are activated, ACW State for Failed / Reject Close Preview Call dropdown list is activated. his state allows the agent to set the disposition from Twilio Flex Workspace.

    Note:

    The ACW State for Failed Preview Call and Preview Ready State (After ACW) fields are non-editable if ACW Required for Failed Preview Call toggle icon is disabled.

15. Select the Preview Ready State (After ACW) from the dropdown list. The system switches to this agent state after completing the disposition or when the ACW timer expires.

16. Use the slider or enter a value for the Task Timeout for Personal Callback (PCB) field. The is the duration, in seconds, that Personal Callback calls stay in the Queue. After this duration, the call is abandoned. Allowed values are between 1 and 36000; the default is 1800.

17. Click Save to save the information.

18. Click Save and Sync to fetch information related to this dialer from the Twilio Flex application. The application populates the fetched information in other tabs, in relevant fields.

Go to the Workflows tab. All the workflows on the selected Twilio Flex account are displayed.

Note:

• When you create a Workflow on the Twilio Flex system, ensure that the name is no longer than 55 characters.

• Do not rename a Workflow on the Twilio Flex system, the Campaign > Campaign Group mapping breaks and pending contacts may not dial out.

• You can select a Workflow only if the Dialer is in the Enabled state.

• The Workflow tab is inactive, and no operations can be carried out if the Dialer is disabled.

• If you re-activate a disabled Dialer, you have selected the Workflows again.

Select one or many or all workflows for your Campaign Manager application. These are the Groups (Workflows) in your application.

When you select one or more Workflows to map to this dialer and synchronize the Campaign Manager application with the dialer, these appear as Campaign Groups. These campaign groups are created with the Predictive Pacing Mode and all the default settings associated with the Predictive pacing Mode. You have to manually change the pacing mode and other associated settings as required.

When you expand Campaign, all the campaigns mapped to each workflow are shown in a pop up.

Note:

If you change the mapping of a Workflow from one Dialer to another, campaigns mapped to both original and the new dialers are displayed in the above list. For example, Workflow1 is mapped to Dialer1. The mapping is changed to Dialer2. Now, campaigns mapped to Workflow1 under both Dialer1 and Dialer2 are displayed.

1. Go to the Studio Flow tab next.

2. The Flow Name, Flow SID, and the mapped number of Groups are displayed.

This tab contains the ANIs (Outbound Caller IDs) in each Twilio Flex account. Create multiple ANIs in the Twilio Flex project. You must add the same numbers as on your Twilio Flex project. Only if you add the same numbers, they are sent to the call recipients as ANIs (Outbound Caller IDs). If the numbers are not as created in the Twilio Flex project, the call fails. The page displays the following details:

1. The Name that goes out to the customer along with the call or the message. The name cannot be longer than 50 characters.

2. A Description for the ANI provided when creating this entry.

3. The ANI or the Outbound Caller ID that goes out to the customer. The ANI cannot be longer than 15 characters.

4. The Groups that this ANI is mapped to. Expand the dropdown list to see the mapped campaigns.

5. Click Save.

6. The Actions column has buttons to Edit and Delete to delete ANIs that are no longer required.

   Note:

   You cannot edit or delete an ANI if it is mapped to a campaign.

ADD ANI

Click ADD to add a new ANI and enter the following details:

1. Enter a Name. This is not editable after save.

2. Enter a Description.

3. Enter the ANI.

4. Click Save.

Go to the Task Attributes tab.

Task Attributes help you route the calls to the right agents based on business requirements like language, state, line of business, etc. Use the Task Attributes tab to configure up to eight task attributes.

The Task Attributes configured in this page are displayed as mandatory business fields in campaigns created after these attributes are saved. These fields are not available in campaigns created before the attributes are added.

The contact file that you upload should contain these attributes for each contact. This helps route the calls originating from a campaign to the agent with the right Attribute.

Follow the steps to create a Task Attribute.

1. Click the Task Attributes tab.

2. Added attributes, if any appears. Click Add to add another attribute. You can add up to a maximum of eight attributes.

3. Enter a Name for the attribute in the text box.

   Note:

   You cannot rename an attribute after you have saved the page.

4. When done with adding attributes, click Save.

5. All attributes created in this page are displayed in the Business Parameter page of each campaign that is created after you have saved these attributes.

6. Click Delete if you want to delete any attribute. This deletes the attribute from this page only. The attribute is still available in the Business Parameter page of a campaign.