Create and manage outbound tasks-RaaS Call-阿里云帮助中心

Outbound tasks are the command center for the Raascall to execute outbound calls. The system supports two modes: general tasks (upload customer lists in the console for batch outbound calls) and API tasks (trigger outbound calls by calling API endpoints). With smart exclusion rules, flexible retry policies, and real-time progress monitoring, you can precisely reach customers and improve conversion efficiency.

Access: After logging in to the console, select Outbound Tasks in the left navigation pane.

Outbound tasks provide two functional modes: General Tasks (upload customer lists for batch outbound calls) and API Tasks (trigger outbound calls through API endpoints).

General tasks

Switch to the General Tasks tab to view and manage batch outbound tasks created from customer lists.

Task overview

The top of the page displays five key statistical metrics to help you quickly understand the overall task status:

Total Tasks: The total number of all tasks created under the account (including all statuses).
Completed: The number of tasks where all numbers have been called.
In Progress: The number of tasks currently executing outbound calls.
Paused: The number of tasks manually paused or paused due to resource exhaustion.
Terminated: The number of tasks that have been manually terminated and cannot be resumed.

Task list

The task list displays the task ID, task name, customer list, task progress, task status, and creation time for all tasks. You can view details, edit, start, pause, or stop tasks.

Task statuses include the following:

Completed: All numbers have been called (you can view details or copy).
In Progress: Currently making outbound calls (you can pause or stop). In-progress tasks consume agent resources and call minutes.
Paused: Manually paused or resources exhausted (you can view details, edit, start, or stop). Paused tasks do not consume resources and can be started at any time to resume execution.
Terminated: Irreversibly terminated (you can view details or copy). Terminated tasks cannot be restarted. The termination action cannot be undone. For temporary interruptions, use "Pause" instead.

Create a general task

On the General Tasks tab, click the Create General Task button in the upper-right corner of the page and complete the following three steps to create an outbound task.

Step 1: Basic configuration

Configure the basic information of the task.

Parameter	Required/Optional	Description
Task Name	Required	Up to 20 characters. Recommended format: `Business type-Customer group-Date`. Example: Membership Renewal-High-Value Customers-0114
Task Description	Optional	Up to 40 characters. Additional notes and remarks.
Customer List (Who to call)	Required	Select from uploaded lists. The selection cannot be modified after choosing.
Outbound Scenario (What script to use)	Required	Select a matching business scenario, which determines the script and response strategies.
Voice Type (Who speaks)	Required	Select a digital agent voice. Preview is supported. The system currently provides 4 digital agent voices to choose from: Mengqi (gentle and warm voice) - Suitable for customer follow-up calls, satisfaction surveys, and care-related outbound calls Bowen (friendly and natural) - Product recommendations, event invitations, and general outbound calls Haoyu (clear and standard) - Enterprise customer outbound calls, government notifications, and formal scenarios Xinran (sweet and lively) - Young customer groups, promotional campaigns, and casual scenarios

Step 2: Configure outbound call policies

In this step, you configure the execution policy for the task, which determines when and how the task makes outbound calls.

Parameter	Required/Optional	Description
Time Range	Required	Select the start and end dates for the outbound task.
Call Time	Required	Set the daily outbound call time periods. Recommended: 10:00-12:00, 14:00-17:00, 19:00-21:00 Avoid: Before 9:00, after 21:00, and lunch break hours
Smart Exclusion Rules	Optional	Recommended to enable. Once enabled, the system automatically excludes the following time periods to protect the customer experience and improve connection rates: Automatically excludes statutory holidays (including weekends) Excludes lunch break (12:00-14:00)
Digital Agent Seats	Required	Use the plus and minus buttons to set the number of digital agent seats for this task. The more seats, the higher the concurrent outbound call capacity. When multiple tasks run simultaneously, digital agents share seat resources. Allocate seats based on the maximum concurrency allowed by your plan.
Retry Policy	Optional	Disabled by default. When enabled, configure the following: • Retry count: 1 to 3 times • Retry interval: 30 minutes, 1 hour, or 2 hours • Retries are only performed for unanswered, powered off, or busy signals. Explicitly rejected calls are not retried.

Step 3: Publish settings

Review all configuration information and publish after confirmation. Once published, the task starts automatically.

API tasks

Switch to the API Tasks tab to view and manage outbound tasks initiated through API endpoints. You can integrate outbound calling capabilities into your own business systems. After creating a task, the system generates a unique task ID and API key.

FAQ

Why is my task status "Paused" instead of "In Progress"?

Possible causes:

The current time is outside the configured call time range.
Call minutes have been exhausted (insufficient resources).
The task was manually paused.

Recommendation: Check the task configuration and resource balance.

Task progress is 0%. Has the task not started yet?

Please check the following:

Check task status
- If the status is "Paused": The task has not been started.
- If the status is "In Progress" but progress is 0%: The task is waiting for execution.
Check call time settings
- Check whether the call time has arrived.
- Check whether today has been excluded, for example, if today is a weekend and "Exclude Holidays" is selected.
Check resource status
- Go to Usage Management to check the remaining call minutes. If it is 0, the task cannot execute.
- If agent seats are occupied by other tasks, the task will queue and wait.

Can I modify a created task?

Tasks in the "Paused" status can be modified by clicking the Edit button to change the task configuration. Tasks in other statuses cannot be modified. To adjust the configuration, terminate the current task and create a new one.

How long is task data retained after completion?

During the subscription validity period, all task data (call recordings, tags, reports) is retained permanently.
After the subscription expires, data is retained for 15 days. For more information, see Billing.

How to improve the connection rate?

Recommendations:

Choose appropriate outbound call time periods (avoid lunch breaks and late night hours).
Ensure the quality of the customer list (valid and active phone numbers).
Set a reasonable retry policy (retry 1-2 times for "unanswered" numbers).
Regularly optimize the outbound scenario scripts.