Genesys Cloud - Main

Hi Team,

We have an inbound IVR flow implemented in Purecloud made using the architect.
For each inbound call, after the Agent talks to the caller and terminates the call,  we want to automatically callback the caller immediately for order confirmation.

(press 1 to confirm, 2 to talk again to an agent, any other button to cancel)

We want to know the feasibility and limitations of the 2 possible approaches:

1. Request a callback to the caller using an API call

We want to request a callback from our backend servers using an API call. What is the the best way to implement the following:
Inputs: Phone number, IVR flow to be triggered

Result: An outbound call is placed to the phone number and the IVR flow is triggered.
We will be placing multiple calls simultaneously, so we also want to understand the scalability limitations of the API (number of parallel calls, the expected delay)

2. Automatically place the inbound call into an outbound queue

After the caller talks to the agent, and the agent hangsup, is there a way in which the caller can be put into an outbound queue, where the caller is called immediately, and an IVR plays giving the confirmation option to the caller? 

We want to to understand what could be the best solution, (if option 2 is possible, and which APIs to be used to option1, and if there is any other better way to implement our flows)

Hi Team,

We have an inbound IVR flow implemented in Purecloud made using the architect.
For each inbound call, after the Agent talks to the caller and terminates the call,  we want to automatically callback the caller immediately for order confirmation.

(press 1 to confirm, 2 to talk again to an agent, any other button to cancel)

We want to know the feasibility and limitations of the 2 possible approaches:

1. Request a callback to the caller using an API call

We want to request a callback from our backend servers using an API call. What is the the best way to implement the following:
Inputs: Phone number, IVR flow to be triggered

Result: An outbound call is placed to the phone number and the IVR flow is triggered.
We will be placing multiple calls simultaneously, so we also want to understand the scalability limitations of the API (number of parallel calls, the expected delay)

2. Automatically place the inbound call into an outbound queue

After the caller talks to the agent, and the agent hangsup, is there a way in which the caller can be put into an outbound queue, where the caller is called immediately, and an IVR plays giving the confirmation option to the caller? 

We want to to understand what could be the best solution, (if option 2 is possible, and which APIs to be used to option1, and if there is any other better way to implement our flows)

Hi Team,

We have an inbound IVR flow implemented in Purecloud made using the architect.
For each inbound call, after the Agent talks to the caller and terminates the call,  we want to automatically callback the caller immediately for order confirmation.

(press 1 to confirm, 2 to talk again to an agent, any other button to cancel)

We want to know the feasibility and limitations of the 2 possible approaches:

1. Request a callback to the caller using an API call

We want to request a callback from our backend servers using an API call. What is the the best way to implement the following:
Inputs: Phone number, IVR flow to be triggered

Result: An outbound call is placed to the phone number and the IVR flow is triggered.
We will be placing multiple calls simultaneously, so we also want to understand the scalability limitations of the API (number of parallel calls, the expected delay)

2. Automatically place the inbound call into an outbound queue

After the caller talks to the agent, and the agent hangsup, is there a way in which the caller can be put into an outbound queue, where the caller is called immediately, and an IVR plays giving the confirmation option to the caller? 

We want to to understand what could be the best solution, (if option 2 is possible, and which APIs to be used to option1, and if there is any other better way to implement our flows)

Hi Team,

We have an inbound IVR flow implemented in Purecloud made using the architect.
For each inbound call, after the Agent talks to the caller and terminates the call,  we want to automatically callback the caller immediately for order confirmation.

(press 1 to confirm, 2 to talk again to an agent, any other button to cancel)

We want to know the feasibility and limitations of the 2 possible approaches:

1. Request a callback to the caller using an API call

We want to request a callback from our backend servers using an API call. What is the the best way to implement the following:
Inputs: Phone number, IVR flow to be triggered

Result: An outbound call is placed to the phone number and the IVR flow is triggered.
We will be placing multiple calls simultaneously, so we also want to understand the scalability limitations of the API (number of parallel calls, the expected delay)

2. Automatically place the inbound call into an outbound queue

After the caller talks to the agent, and the agent hangsup, is there a way in which the caller can be put into an outbound queue, where the caller is called immediately, and an IVR plays giving the confirmation option to the caller? 

We want to to understand what could be the best solution, (if option 2 is possible, and which APIs to be used to option1, and if there is any other better way to implement our flows)

Hi Team,

We have an inbound IVR flow implemented in Purecloud made using the architect.
For each inbound call, after the Agent talks to the caller and terminates the call,  we want to automatically callback the caller immediately for order confirmation.

(press 1 to confirm, 2 to talk again to an agent, any other button to cancel)

We want to know the feasibility and limitations of the 2 possible approaches:

1. Request a callback to the caller using an API call

We want to request a callback from our backend servers using an API call. What is the the best way to implement the following:
Inputs: Phone number, IVR flow to be triggered

Result: An outbound call is placed to the phone number and the IVR flow is triggered.
We will be placing multiple calls simultaneously, so we also want to understand the scalability limitations of the API (number of parallel calls, the expected delay)

2. Automatically place the inbound call into an outbound queue

After the caller talks to the agent, and the agent hangsup, is there a way in which the caller can be put into an outbound queue, where the caller is called immediately, and an IVR plays giving the confirmation option to the caller? 

We want to to understand what could be the best solution, (if option 2 is possible, and which APIs to be used to option1, and if there is any other better way to implement our flows)

Hi Team,

We have an inbound IVR flow implemented in Purecloud made using the architect.
For each inbound call, after the Agent talks to the caller and terminates the call,  we want to automatically callback the caller immediately for order confirmation.

(press 1 to confirm, 2 to talk again to an agent, any other button to cancel)

We want to know the feasibility and limitations of the 2 possible approaches:

1. Request a callback to the caller using an API call

We want to request a callback from our backend servers using an API call. What is the the best way to implement the following:
Inputs: Phone number, IVR flow to be triggered

Result: An outbound call is placed to the phone number and the IVR flow is triggered.
We will be placing multiple calls simultaneously, so we also want to understand the scalability limitations of the API (number of parallel calls, the expected delay)

2. Automatically place the inbound call into an outbound queue

After the caller talks to the agent, and the agent hangsup, is there a way in which the caller can be put into an outbound queue, where the caller is called immediately, and an IVR plays giving the confirmation option to the caller? 

We want to to understand what could be the best solution, (if option 2 is possible, and which APIs to be used to option1, and if there is any other better way to implement our flows)

Hi Team,

We have an inbound IVR flow implemented in Purecloud made using the architect.
For each inbound call, after the Agent talks to the caller and terminates the call,  we want to automatically callback the caller immediately for order confirmation.

(press 1 to confirm, 2 to talk again to an agent, any other button to cancel)

We want to know the feasibility and limitations of the 2 possible approaches:

1. Request a callback to the caller using an API call

We want to request a callback from our backend servers using an API call. What is the the best way to implement the following:
Inputs: Phone number, IVR flow to be triggered

Result: An outbound call is placed to the phone number and the IVR flow is triggered.
We will be placing multiple calls simultaneously, so we also want to understand the scalability limitations of the API (number of parallel calls, the expected delay)

2. Automatically place the inbound call into an outbound queue

After the caller talks to the agent, and the agent hangsup, is there a way in which the caller can be put into an outbound queue, where the caller is called immediately, and an IVR plays giving the confirmation option to the caller? 

We want to to understand what could be the best solution, (if option 2 is possible, and which APIs to be used to option1, and if there is any other better way to implement our flows)