Unfortunately you cannot execute an API to create a callback with a voicemail because the system would need some method of collecting the voicemail recording after being invoked through a call data action.
You can create a new callback using the API, but the problem with creating a callback while the interaction is in the IVR is that it will create a new interaction Id and you will need to post the original interaction Id to the new callback interaction id for accountability. There is a PATCH API for callbacks where you can set a callback date & time, but it requires the agentID to PATCH successfully, from which you won't know who will be on-queue the next business day so its not going to be easy to set the AgentId.
If you did decide to move forward with creating callbacks in the IVR from a data action, you'll need to evaluate which day of the week it is so you can set the date/time to schedule the callback. For example:
- 1 Sunday AddDays(1)
2 Monday AddDays(1)
3 Tuesday AddDays(1)
4 Wednesday AddDays(1)
5 Thursday AddDays(1)
6 Friday AddDays(3)
7 Saturday AddDays(2)
When you evaluate these days of week you'll need to consider the early morning hours before your open hours of operation. For example if you're open Monday - Friday 8AM to 8PM, if someone calls at 6AM on Friday you don't want to schedule them for Monday. You will need to evaluate both the day of the week and if before 8AM or after 8PM, then set the callback schedule based on the path.
I would highly suggest leveraging callback campaigns and workflows to add a caller that called after hours to a callback list, which would adhere to the "Contact Time Set" which takes the work out of trying to figure out the date/time logic within the flow to reschedule an interaction. You can post any custom data from an interaction to a workflow, which then posts the data to a contact list. You can even set it to attempt to callback interval to a desired set and you can have the system detect if the outside party answered the call or if it went to voicemail. If the system detects a voice it will send it to a queue for an agent to handle it. If it detects a voicemail it will try again later up until the maximum attempts has been met. The call attempts and other metrics are all saved in the contact list, which will make it easier to follow up and audit if callbacks were successful or not.
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Carlos Albor
Principal PS Consultant
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Original Message:
Sent: 11-25-2024 17:23
From: Robert Wakefield-Carl
Subject: Schedule Voicemail/Callback through Data Action
Unless someone knows of some API that creates ACD voicemail, the only way I would be able to suggest something is possibly transferring the call to another flow to ask for the delay in callback, have it sit in the in-queue flow for the set period and transfer to the other queue at that time. I am not even sure if that is possible with an ACD Voicemail.
The other is to change the Send Voicemail Task (30) and place some logic ahead of step 121 to wait before continuing to deliver to the queue.
Either way would need some testing.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 11-25-2024 16:57
From: Calvin Ostin
Subject: Schedule Voicemail/Callback through Data Action
Dear Community,
I am interested to find out if there is some logic to automate a schedule VM-Callback interaction to be placed into a queue at a specific time maybe via triggers, workflow and data action?
Understand that schedule a callback function is available when agent receives the interaction.
The scenario is when customers leaves voicemails in a queue during out of hours. we would like to automatically schedule it so that the voicemail comes back to the queue and routes to the agent at a certain time.(i.e 1-2 hours after the contact center is open).
Thanks in advance for any advice,
#API/Integrations
#ArchitectureandDesign
#Routing(ACD/IVR)
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Calvin Ostin
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