masanchezmemo | 2018-09-26 20:46:31 UTC | #1
Hello there,
I need to know how to automate the call action from our CRM for preview dialing campaign.
Regards,
Mario
tim.smith | 2018-09-26 20:46:21 UTC | #2
The easiest and most straight forward way is to switch the dialing mode from preview dialing to progressive, power, or predictive.
If you must use preview and automatically dial the call, make an API request to POST /api/v2/conversations/calls/{conversationId}.
masanchezmemo | 2018-09-26 21:08:14 UTC | #3
Tim,
What we need is to handle the callbacks that are are being treated as preview dial, correct?
Regards,
Mario.
tim.smith | 2018-09-27 14:35:34 UTC | #4
Preview conversations are callbacks, yes.
masanchezmemo | 2018-09-27 14:53:20 UTC | #5
Tim,
The thing is that callbacks or preview call are not auto answered and it is need a human action to answer the call and after that the agent can place the call, am I correct? How can we automate the answer to later use the API to place the call? Did I make myself clear? :frowning:
Regards,
Mario
tim.smith | 2018-09-27 14:55:04 UTC | #6
You answer preview calls via the API the same way you answer any conversation. Use the PATCH resource to set the participant's state to connected.
masanchezmemo | 2018-09-27 15:25:38 UTC | #7
Understood. Last thing, how does the CRM know that a new interaction has arrived? Should we register to some notifications?
Tks,
Mario
tim.smith | 2018-09-27 15:31:53 UTC | #8
Yes, notifications are the correct way to get real-time information.
masanchezmemo | 2018-09-27 15:34:33 UTC | #9
You are the one!!!!!
Promess, last thin, what API should I use to answer the interactions :frowning:
Cheers.
Mario
tim.smith | 2018-09-27 15:54:01 UTC | #10
PATCH /api/v2/conversations/{conversationId}/participants/{participantId}, or you can use the media-specific variety if you already know the media type. It doesn't make a difference when answering though.
system | 2018-10-28 15:54:03 UTC | #11
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