UCCX 12.5 - Automated Outbound Calls

[ln33147]

Hello,

We have a requirement from a healthcare provider to initiate an automatic outbound call in the following cases:

- If a patient didn't turn up for their appointment (No show) - Agent based campaign, and if the call was not answered, Cisco to pass the information to the customer for Whatsapp automated message.

- Abandoned calls in the IVR as well as at the agent level - Agent based campaign. Abandoned calls with call duration more than 20 seconds will be processed for callback. Periodic collection of contacts matching the requirement criteria to be collected from Cisco Database using scheduled job.

Has anyone worked on such scenarios and can provide insights on how the above can be achieved?

Thanks in advance.

Lara

[Jonathan Schulenberg]

For the second scenario, use the CCX provisioning API to insert the campaign contact using the Make REST Call step directly from the inbound IVR. Much simpler and querying the database like that isn’t supported anyway. You will need to watch for the ContactInactiveException and then jump to a logic block to execute the API call. The Get Call Contact info step probably won’t work after the contact is inactive so you will need to have set a Boolean variable earlier on in the script when it crosses the 20 second connected threshold.

[Thomas G. Johannesen]

For the first scenario. I would use Webex Connect for WhatsApp messaging

So If call not answered, send a webhook to Webex Connect for WhatsApp messaging. You can use the Webex Connect sandbox for testing to see if it is something you can use

https://cpaas.webex.com/products/webex-connect/sandbox

[david.macias]

There are a few avenues here, but you're going to need to mix and max some technologies to make it all happen. The good news is that it's all possible.

1. First you need to identify who you want to contact. I assume no shows are stored in some CRM/ERP. You'll need to create some middleware to either go get that data or configure the UCCX outbound dialer to receive the calling list directly from the CRM. I've done something recently where I get contacts from SFDC, I prepare a dialing list and send it to the dialer. I do this every 15 minutes and it works great. There are some gotchas you need to consider, like end of the day and repeats, but overall the functionality is not hard to make happen.

2. The Whatsapp piece is going to have to be completely outside of CCX and like it was mentioned by @Thomas G. Johannesen  Webex Connect might fit the bill as well as Twilio and other providers. This is going to be the hardest part as you need push your contacts to this provider, create logic to interact with the contact, then finally close the contact based on conversation (or not). There will be no reporting back on CCX about this.

3. Getting abandoned calls could be done in a few different ways. You keep a list of all phone numbers that entered your script. When they go to an agent you remove them from that list or the method that @Jonathan Schulenberg suggested. However, I would go straight to the Informix database and poll it every few minutes and try to get the records to call that way. Then you send them to your campaign via this (https://developer.cisco.com/docs/contact-center-express/add-contacts-to-campaign/) API endpoint.

david