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Beginner

Callback API, Outbound Call Option

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. AgentRequest.PNG

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

Everyone's tags (3)
1 ACCEPTED SOLUTION

Accepted Solutions
Contributor

Re: Callback API, Outbound Call Option

 

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

 

Callback.jpg

View solution in original post

5 REPLIES 5
Contributor

Re: Callback API, Outbound Call Option

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

Beginner

Re: Callback API, Outbound Call Option

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

Contributor

Re: Callback API, Outbound Call Option

 

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

 

Callback.jpg

View solution in original post

Enthusiast

Re: Callback API, Outbound Call Option

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.

Enthusiast

Re: Callback API, Outbound Call Option

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.

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