Triggering a predictive call with the web API

After submitting a CRM record you will be returned an integer that is the customer’s ID number. With that ID number you can create a predictive dial call request for it. If an agent is available when the request is submit it will attempt to call the number,  if no agent is available it will wait until an agent logs in.

Required License(s)

• Agent Dialer(Enterprise)
• Call Center CRM(Enterprise)

To trigger the predictive call after the CRM record was created using:
CRM API
You will send one more HTTP POST to:

URL: http://localhost:8155/ocall/callreqHandler.jsp

*Please replace localhost with the IP address of your Voicent Gateway machine.

With the name & value pairs of(Replace bold sections):

• info=CRM Predictive Dialing Campaign: CAMPAIGN NAME
• campaign=CAMPAIGN NAME
• phonecolname=HOME_PHONE,CELL_PHONE,WORK_PHONE,OTHER_PHONE
• gwclient=AgentDialer:9.2.0
• linesrequested=1
• pdcall=1
• vxml=<?xml version=”1.0″?><vxml version=”1.0″><form name=”oneappt”>\r\n <transfer name=”prid” transferaudio=”\”></transfer>\r\n </form>\r\n</vxml>\r\n
• vxmlans=
• phoneno=PHONE NUMBER TO BE CALLED
• calltime=0
• firstocc=4320
• passwd=GATEWAY PASSWORD
• retrymax=0
• firstcall=1
• sql=
• selfdelete=1
• trandest=agent:agent name or phone number
  The phone numbers can be comma separated.

Instead of using an SQL query, you can submit a phone number in the “phoneno” field. If you submit a phone number, do not submit the sql parameter.

phoneno: * This can be set to vcenter if you wish to use an SQL query based campaign
phonecolname: *This is the priority for which number is called first.
linesrequested: *This is the number of phone lines you want it to use. In most cases keep it to 1.
sql: *Replace ID with the ID returned from the CRM API. Use: select * from CUSTOMER where CUSTOMER_ID =id
When you submit this to your Voicent Gateway it will trigger a call to the specified CUSTOMER_ID returned from the CRM API. After creating the CRM user, trigger the predictive call.