Callback API, Outbound Call Option

[Malik Ehtasham]

Hello Every one.
In Callback API, feature , I read that this feature is use to initiate a callback from customer. I have read a lot of document about this. Almost all things are pretty much clear to me except one thing.

5: The agent's phone places an outbound call

My Question is how agent phone places a call, i mean which medium will it use e.g

• Outbound Dialer
• Manually from Agent SoftPhone.
• Automatic dial from Agent Softphone with some API
• With the Help of CVP?
• or any other media ?

It will great if someone can have an idea about this.
Any urgent response is highly appreciated.

Thanks $ Regards

[ewindgat]

Could you explain your scenario? Are you interested in placing a call?

[Malik Ehtasham]

Yes, if i implement a call back feature , how CC will place a outbound call to customer ? through CVP or Dialer

[ewindgat · Accepted solution]

it seems like it is the VRU PIM which places the outbound call to the customer.

[TONY COOPER]

Can you provide info on how the VRU PIM is configured to make the outbound call?  This is the piece I am missing.  I get the callback into social miner but it is discarded when the agent goes ready.  Any docs would be greatly appreciated.

[eric.seeman]

The call is actually placed via the agent's phone.  To get this call to work, I had to make sure that the SocialMiner routing client was added to the Agent Targeting rule.