topic Re: Callback API, Outbound Call Option in Contact Center

Callback API, Outbound Call Option

Malik Ehtasham — Wed, 12 Aug 2015 11:29:47 GMT

Hello Every one.
In Callback API, feature , I read that this feature is use to initiate a callback from customer. I have read a lot of document about this. Almost all things are pretty much clear to me except one thing.

5: The agent's phone places an outbound call

My Question is how agent phone places a call, i mean which medium will it use e.g

Outbound Dialer
Manually from Agent SoftPhone.
Automatic dial from Agent Softphone with some API
With the Help of CVP?
or any other media ?

It will great if someone can have an idea about this.
Any urgent response is highly appreciated.

Thanks $ Regards

Re: Callback API, Outbound Call Option

ewindgat — Thu, 13 Aug 2015 14:53:15 GMT

Could you explain your scenario? Are you interested in placing a call?

Re: Callback API, Outbound Call Option

Malik Ehtasham — Wed, 19 Aug 2015 10:13:22 GMT

Yes, if i implement a call back feature , how CC will place a outbound call to customer ? through CVP or Dialer

Re: Callback API, Outbound Call Option

ewindgat — Thu, 20 Aug 2015 17:56:18 GMT

it seems like it is the VRU PIM which places the outbound call to the customer.

Re: Callback API, Outbound Call Option

TONY COOPER — Thu, 03 Dec 2015 03:10:14 GMT

Can you provide info on how the VRU PIM is configured to make the outbound call? This is the piece I am missing. I get the callback into social miner but it is discarded when the agent goes ready. Any docs would be greatly appreciated.

Re: Callback API, Outbound Call Option

eric.seeman — Sun, 13 Dec 2015 22:03:47 GMT

The call is actually placed via the agent's phone. To get this call to work, I had to make sure that the SocialMiner routing client was added to the Agent Targeting rule.