Phone System Call Back

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PHONE SYSTEM CALL-BACK

This article describes integrating bxp to a Phone System Call-back Service


It will cover:

  1. Overview
  2. Elements
  3. Operation
  4. General phone use
  5. Managing records
  6. Injecting a call-back
  7. bxp injection set up
  8. AJAX injection set up
  9. Security differences between bxp and AJAX
  10. Support


Overview

In general, for newer phone systems and even many older systems with API integration capability, the ability to inject call backs into the dialling routines is not that challenging and this article describes the high level setup of the elements involved. Integrating a phone system means that operations are measurable, security is improved and agent performance is improved.


As with all the functions and processes we describe, whilst there are nearly all straightforward, we understand that time and technical resource is at a premium and we would be delighted to quote and carry out the work for you. For more information please call us 00 353 1 429 4000 and ask for Aiden Rice or Nick Wheeler



Elements

Figure one. The elements involved PhoneSystem.png


Operation

  1. General phone use

For either inbound or outbound calls, the user interacts with the phone system through an interface. The interface usually belies the API.


  1. Managing records

There are many types of connection to bxp including instant screen pop for on inbound or outbound contact and manual preview dialling.


When the outcome or disposition of a telephone contact requires a call-back the user must manually create the entry within the phone system. bxp, however, can automatically inject the call-back into the phone system, for the phone system to manage.


  1. Injecting a call-back

There are two primary approaches to performing the injection; using AJAX or using bxp. AJAX is a client side approach and means that the call must be actioned within the company firewalls. Having bxp direct the call is a far more robust and auditable method.



bxp injection setup

For the purposes of this article we are assuming that your form is built and we can now add the outcome Call-back (or other descriptive of your choice). When creating the outcome the section Instant Transfer - External System offers the following options:


  • Output Options
  • Content Type
  • Post To URL
  • Show Server Response
  • On Fail - Email
  • Data


Under Output options, normal operation will be Server. This means no server feedback is displayed on screen. Screen is used for testing, to see what would have been sent to the server. Both is also for testing. When using Both and Server, data is stored in the strCCL_X_DataBlock field. If the Output option is blank this effectively disables the call.


Content Type is the format that the API is expecting to receive and there are a variety of formats available. The API supplier can give you information regarding server type.

Post to URL is the end point that will receive the request. Usually in the format https://123.123.123.123:456  which is the IP address of the server and the port number, if required.


When combined with the output options above this handy option will, after the record is saved, dump to the screen the output of the strCCL_X_DataBlock which will saves considerable time when testing.


On Fail-Email will help you to manage the system. If, for example, bxp attempts to inject the call-back and the server doesn't respond, bxp automatically sends an email to the listed addresses so that the call back can be manually injected into the system.


Data is an escaped field data block. Create the data to be posted to the service in whatever format or layout you need, for example:

phoneNumber:"--strCDA_1_field_0_1--",

previewTime:--strCDA_1_field_0_2--,

skillset:"--strCDA_1_field_0_3--",

retryTime:"--strCDA_1_field_0_4--",

targetAgent:"--strCDA_1_field_0_5--",

info1:"--strCDA_1_field_0_6--",

comment:"--strCDA_1_field_0_7--"


With the above completed test the outcome and check and check that you're happy with all the settings.


Please remember, for data protection, what information you're pushing where.


AJAX injection setup

If is also possible to the call-back from within the page itself.


Add the libraries, buttons, etc. into the bxp form:

  • Add a generic area to the form
  • Add a button into the form with an on click JavaScript function
  • In the JavaScript on load put your function or reference the function


The function will basically be construct the data using JavaScript, creating the data block as seen above, but using JavaScript. There will then be an AJAX post to the API end point. http://www.javascriptkit.com/dhtmltutors/ajaxgetpost2.shtml


Security differences between bxp and AJAX calls

It is important to note the differences in the call. If bxp, then the bxp servers make the call. If AJAX then the browser and the client machine make the call. Using bxp, server contact can be hardened, for example by limiting to known IP addresses.


You can also add a Call Me function to your public website and the call will allow a call back to be injected directly into the phone system. We have even done this with mobile apps to allow clients to chat to bxp. bxp texts the client to let them know we will calling shortly and then automatically injects the call-back into the phone system, which rings the owner of the app


Support

We have a wealth of experience in this area and, as noted above, we would be delighted to help you if your project needs a hand.