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Introduction to the Voice Callback Function

Function Experience

When browsing the website, Jack initiates a call to the customer service personnel through the application software. The call request is reported to the RTC service platform. The platform respectively calls the calling party Jack and the customer service person Sophia and a call is set up between the calling and called parties. Figure 1 shows the detailed process.

Figure 1 Voice callback service process

The voice callback function applies to the following scenarios:

  • E-hailing service: After receiving the customer requirement, the driver can call the customer in a one-click manner and communicate with the customer quickly. The real calling number is hidden to avoid leakage of user information.

  • Express delivery service: Allows the courier to scan orders and call customers in a one-click manner, enhancing the work accuracy and efficiency.

  • Online real estate lease and sale: Allows users to follow orders, work efficiently, and reduce call fees.

Function Implementation Process

Jackis browsing the training contents on the website of one training institute and needs to consult the customer service personnel. So Jack enters his phone number on the website and contacts the customer service personnel using the voice callback service. Figure 2 shows the entire service process.

Figure 2 Voice callback function implementation process

Prerequisites

The connection between the training website server and the RTC service platform is normal and the recording function is enabled according to the actual requirement.

NOTICE:

The recording function may involve the use and storage of personal communication information. You must use this function for purposes and scopes allowed by laws and regulation. You are obligated to take considerable measures to ensure that the users' communications contents are fully protected.

You must ensure that the recording prompt tone meets the requirements of local laws and regulations.

  1. The training website server logs in to the RTC service platform successfully.

    NOTE:

    The training website server invokes the trusted SP simple authorization API to complete the authentication on the RTC service platform. If the authentication time is about to expire, the server can invoke the authorization refreshing API for re-authentication.

  2. Jack logs in to the training website server.
  3. Jack enters his phone number and contacts the customer service personnel using the voice callback service.
  4. The voice callback request is reported to the RTC service platform.

    NOTE:

    The training website server invokes the voice callback API to complete the entire call process.

  5. The RTC service platform calls Jack.
  6. The RTC service platform calls Sophia.

    NOTE:

    If the training institute has enabled the recording function, after the call is set up, the RTC service platform plays a recording prompt tone to both parties, stating that the call will be recorded.

  7. Jack consults Sophia about the training information.
  • During the call, the training website server can obtain the status notification (such as ringing, answering, and hanging up) for the call between Jack and Sophia by receiving messages sent by the call status and CDR notification API.
  • After the call ends, the training website server can obtain the CDR of the call between Jack and Sophia by receiving messages sent by the call status and CDR notification API.
    NOTE:

    To obtain call status notification and CDR, the developer needs to set URLs used for receiving call status notification and CDR on the RTC platform.

  • If the call is recorded, after the call ends, the training website server can invoke the API for Accessing Record File to download recording files.
  • The call memory function can be enabled for the voice callback service. During voice callback, the RTC platform records the call information. Then, the called party can call back the display number to directly reach the original calling party. The SP can also invoke the call memory data modification API to change the original calling party in call records and transfer the call to a specified number.

Success Case

The voice callback service has been successfully used by Qfang and Ding Talk, greatly enhancing the communication efficiency and reducing the call fees.

Parent topic: Service Introduction