Requesting a Callback via API
Using this API, you can trigger a callback to be scheduled for a defined skill. This is helpful for online form submissions.
Programmatically schedule a callback if an API POST is sent through the API. Once a callback is scheduled, the service will follow existing callback rules to reach out to the customer immediately, once it reaches the front of the queue, and when an agent becomes available.
To learn some basics about how a web form should be configured, review this article.
Best Practices
Because this feature is using the callback scheduling process, you may need to follow a few best practices to ensure the best customer experience.
Use the Reserve Agent callback strategy
Because a callback will go out when it reaches the front of a queue, when using the Wait in Queue strategy, you put yourself at risk of calling a customer who is submitting a request after-hours when there are no agent's to address the customer's accepted call. Reserve Agent will require an agent to be logged in and ready.
Use a unique skill group for callbacks being requested via API
To better isolate calls that were requested and executed via API Callbacks, it's highly recommended that you build unique skill groups for the target teams. Each form submitted API Callback request will log as a zero second inbound call to the given skill. The outbound callbacks will also log to that skill. If you use an existing skill that is servicing traditional inbound callers as well, you may struggle to differentiate each method used to reach the team and schedule callbacks. This will also allow you to modify the audio experience during a form submitted callback as outlined in the next step.
Build a dedicated language pack for callback announcements
The default language packs of announcements will include a callback greeting that does not apply. If the customer requested a call using an online form, it's best that the language pack be updated to better greet the customer in a way that acknowledges the call is a direct result of their form submission.
Building a Language Pack
Callback API
POST /rest/api/v1/callback
Headers
Prior to configuring an API request, you'll need a service user and accompanying bearer token to authorize the request.
Learn how to build a user and obtain a key here.
Key | |
---|---|
Authorization | Bearer |
Content-Type | application/json |
Body
{
"skill" : "Online Requests",
"callbackNumber" : "3855551234",
}
Arguments
Arguments | |
---|---|
skill | This should match the applicable existing skill exactly. If a request is made that does not match a skill, the process will fail. |
callbackNumber | The number the system will dial when attempting to call the requesting party |
Response
204 status code for success.
Status Code | Failure |
---|---|
400 Bad Request | Malformed JSON request body. |
401 Unauthorized | The authorization header wasn’t valid. |
403 Forbidden | The authenticated user doesn’t have Xima CCaaS access to view data for one or more of the requested agents or groups. |
Updated 11 days ago