RogierBosch | 2016-11-09 13:53:00 UTC | #1
Hi,
I want to create a button in our own software that initiats a callback action. All works fine but the user must accept the callback and dail the number in Purecloud to start the callback.
I have added "isAutomated" : true (based on API description 'Whether or not to automatically place a call for this callback')
But still I need to press 'Accept' and click on the number to start the callback..
Do I miss something? Is there a way to remove the two clicks needed in PureCloud?
anon87053712 | 2016-11-09 17:06:56 UTC | #2
Automated callbacks are a future enhancement that is not currently implemented (no implementation date currently scheduled). The fields related to this enhancement (isAutomated and automatedCallbackConfigId) should not have been exposed in the api documentation at this time. We'll be removing those from the api documentation to prevent similar confusion going forward. Sorry for the inconvenience.
RogierBosch | 2016-11-10 07:20:41 UTC | #3
Thanks for your reply. Is there an other way to skip the clicks in PureCloud to accept a Call(Back).
We use Callback because of the 'on behalf of queueu', 'wrap-up' and 'Script'.....
anon87053712 | 2016-11-10 14:08:07 UTC | #4
Currently there are no means to skip the clicks in the PureCloud application. The action to "Accept" the callback is necessary so that the callback can be re-routed to another available agent if the original agent declines the callback or is otherwise unavailable to accept the callback.
RogierBosch | 2016-11-10 14:26:07 UTC | #5
Any solution / ideas for me?
anon87053712 | 2016-11-10 14:51:32 UTC | #6
There's nothing I can think of at the moment. When automated callbacks are implemented, that will likely provide something closer to the functionality you're desiring, but again I'm not sure when that work is going to be implemented. In the mean time, I know of no way to bypass the manual accept of the callback and the placing of the call.
anon44940391 | 2017-04-13 20:23:54 UTC | #7
Hi Folks. I've just found this thread, and I'm looking for updates on this. I've filed a new post about it: https://developer.mypurecloud.com/forum/t/creating-automated-dialer-initiated-callbacks-from-the-api/1182
skansakar | 2017-07-03 15:35:02 UTC | #8
@anon87053712 @RogierBosch @tim.smith any updates on whether 'isAutomated' feature of callback has made it to the product? If not, do you happen to have the timelines on when this might make it into the product?
RogierBosch | 2017-07-04 10:03:17 UTC | #9
Nope, I am also still waiting on information regarding release 'IsAutomated'
tim.smith | 2017-07-05 14:06:43 UTC | #10
There is not currently any work on the roadmap for this feature. If you can provide your use case, I can submit an enhancement request.
skansakar | 2017-07-10 14:07:26 UTC | #11
@tim.smith - Our use case is similar to what RogierBosch mentioned on his first post (see below). We would like call backs to be similar to call i.e. automated without having to manually click accept.
RogierBosch, post:1, topic:602
I want to create a button in our own software that initiats a callback action. All works fine but the user must accept the callback and dail the number in Purecloud to start the callback.
I have added "isAutomated" : true (based on API description 'Whether or not to automatically place a call for this callback')
But still I need to press 'Accept' and click on the number to start the callback..
Do I miss something? Is there a way to remove the two clicks needed in PureCloud?
I was led to believe that there is no way to bypass the manual accept of the callback and befoore placing of the call. (see below)
Griswold_Alan, post:6, topic:602, full:true
There's nothing I can think of at the moment. When automated callbacks are implemented, that will likely provide something closer to the functionality you're desiring, but again I'm not sure when that work is going to be implemented. In the mean time, I know of no way to bypass the manual accept of the callback and the placing of the call.
Is this not the case or has this changed?
tim.smith | 2017-07-10 14:32:31 UTC | #12
It's still the case that there is not currently any work on the roadmap for this feature.
skansakar | 2017-07-10 14:40:53 UTC | #13
May be I am missing something here.. I was advised that the following would work.
There is no problem to accept and place callbacks through the API, here is what you would need to do:
- In order to know an agent has a callback alerting you would need to listen to carrier pigeon conversation events. 2. To accept the callback you would do a PATCH to /v2/conversations/calls/{conversationId}/participants/{participantId} with body: {state: "CONNECTED”}
Would calling PATCH to /v2/conversations/calls/{conversationId}/participants/{participantId} with body: {state: "CONNECTED”} handle both the steps (i.e. clicking the 'Accept' button and then click on the number to start the callback. (i.e. 2 steps))
tim.smith | 2017-07-10 14:57:00 UTC | #14
You can use PATCH /api/v2/conversations/callbacks/{conversationId}/participants/{participantId} to answer the callback and POST /api/v2/conversations/calls/{conversationId} to dial the call. That will work. But there is no way for this to happen without interacting with the system.
skansakar | 2017-07-10 15:01:58 UTC | #15
@tim.smith what do you mean by
tim.smith, post:14, topic:602
But there is no way for this to happen without interacting with the system.
tim.smith | 2017-07-10 15:05:40 UTC | #16
This thread is about the ability for a user to auto-answer and auto-dial a callback without having to interact with PureCloud. That is not currently a product feature. Something must interact with PureCloud to answer the callback and then dial it. That can be the user manually clicking in the UI or it can be an integration that makes API calls. But either way, the callback won't be answered or dialed without something interacting with PureCloud.
RogierBosch | 2017-07-10 15:19:06 UTC | #17
Hi Tim,
An user must accept the callback and then click on the number to start dailing. In our case user will look up the customer in our CRM direct after accepting the callback (during the time connection is build), so the second click is an unwanted extra click by user.
skansakar | 2017-07-11 11:47:23 UTC | #18
We would like to make the callback as similar to a call as possible. So for the agent it is the same experience i.e. just another customer on the phone without having to click additional buttons on the UI.
May be on the integration, if we the make two APIS calls i.e. PATCH /api/v2/conversations/callbacks/{conversationId}/participants/{participantId} to answer the callback followed by POST /api/v2/conversations/calls/{conversationId} to dial the call, would it work similar to auto-answer and auto-dial?
Couple of additional questions:
- How can we get the number to dial for the customer?
- What would happen to the callback if it is not answered? Will it be automatically rerouted to another agent? Just conscious of Griswold_Alan's quote below.
anon87053712, post:4, topic:602, full:true
Currently there are no means to skip the clicks in the PureCloud application. The action to "Accept" the callback is necessary so that the callback can be re-routed to another available agent if the original agent declines the callback or is otherwise unavailable to accept the callback.
tim.smith | 2017-07-11 15:46:10 UTC | #19
skansakar, post:18, topic:602
How can we get the number to dial for the customer?
Look at the callbackNumbers property on the callback object.
skansakar, post:18, topic:602
What would happen to the callback if it is not answered? Will it be automatically rerouted to another agent?
Yes, that's how all ACD conversations work. If the agent doesn't answer it, it goes back to queue.
skansakar | 2017-07-11 16:08:05 UTC | #20
Thanks @tim.smith
Second question was more in relation to the following: (if it works)
skansakar, post:18, topic:602
May be on the integration, if we the make two APIS calls i.e. PATCH /api/v2/conversations/callbacks/{conversationId}/participants/{participantId} to answer the callback followed by POST /api/v2/conversations/calls/{conversationId} to dial the call, would it work similar to auto-answer and auto-dial?
Will the call still get rerouted if I have called both the API calls and the callback is not answered?
tim.smith | 2017-07-11 16:20:37 UTC | #21
if you call PATCH /api/v2/conversations/callbacks/{conversationId}/participants/{participantId} and set the state to connected, that is, by definition, answering the callback. There's no situation in which the callback won't be answered if the user has already answered it.
If you're asking about rerouting the callback if the person being called doesn't answer the phone call, that's an entirely different question and is unrelated to the agent answering the callback. You'll need to train your agents to handle the callback appropriately in that situation based on your business needs (requeue, reschedule, disconnect, etc.).
I highly suggest that you try out some of these API requests to observe the behavior of a callback first hand. Seeing callbacks in action should help you better understand how they will be handled and what effect the API requests will have. You can create callbacks and make API requests using the Developer Tools if you don't have a suitable application for testing these APIs already.
system | 2017-08-28 19:28:35 UTC | #22
This post was migrated from the old Developer Forum.
ref: 602