Stefan_Eyckmans | 2020-08-03 09:43:03 UTC | #1
Hi all,
We integrated Purecloud in our own CRM and we just started using callback functionality.
The way I do this now is:
- through IVR customer gets the option to schedule a callback
- internal API is called and uses SDK method "ConversationsApi.PostConversationsCallbacks" to create the callback
- callback is accepted using method "ConversationsApi.PatchConversationsCallbackParticipant"
to perform the actual outbound call I am using method "ConversationsApi.PostConversationsCalls" (which does not have a link with the callback). When the call is finished, I finish the callback with method "ConversationsApi.PatchConversationsCallbackParticipant" (state disconnected).
The problem is that apparently agents still want to place an outbound call to an other customer when they have already accepted the callback. This is possible, but then our CRM thinks that the outbound call that was made was for the callback and the agent can only "finish" the callback and not do the actual outbound call for the callback.
Is there a better way to place the outbound call for a callback then using "ConversationsApi.PostConversationsCalls"? I believe there must be, since now there is no relation between the outbound call and the callback.
kr,
Stefan
Jerome.Saint-Marc | 2020-08-03 13:22:27 UTC | #2
Hello,
The method/request to place a call as part of a callback conversation is POST /api/v2/conversations/calls/{conversationId}
See here for the API description. And for the .Net SDK - PostConversationsCall
Regards,
system | 2020-09-03 13:22:28 UTC | #3
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