Automatic Outbound Call Integration Solution

Figure 1 Automatic outbound call integration solution

The interface of the CC-iSales module of the CEC provides the automatic outbound call integration capability for enterprises. Currently, the following automatic outbound call scenarios are supported:

• A user dials a user number through the self-service IVR flow to initiate an outbound call to the user. After the call is connected, the user can interact with the CEC by dialing a key (common IVR) or speaking (intelligent IVR).

  In this scenario, you need to use the online development tool in Self-Service (IVR) Integration Solution to develop common IVR or intelligent IVR flows.

• Based on the predicted outbound call algorithm, the system automatically matches appropriate agents for user numbers. Agents do not need to search for or make calls but only need to wait for the system to allocate inbound calls. By using the predicted outbound call algorithm, agent resources can be properly arranged to the maximum extent.
• Agents view the user number list and directly make calls.

To integrate the outbound call function, create an outbound call task, add outbound call data, and ensure that the outbound call task is enabled. The outbound call interface of the CEC is similar to the intelligent outbound call function provided on the page. It is recommended that developers who use the outbound call interface for the first time understand the flows of Managing Outbound Call Tasks on the page and then integrate the interface.