How to do web call back

How to do web call back


Introduction

This article gives an overview on how to use the Nixxis “ContextData” interface to do a web “Call me back”. 

Definition

There are 2 types of call me back. The first is the “Call me back now” and the second is the “Call me back at”. The main difference between the 2 is that the second have a callback date/time.
For both types it is needed to have a campaign with an outbound activity. 

Create a new record

To create a new record the Nixxis API “ContextData” will be used.  
The action “CreateContextData” allow to create a new record in the “Data” table of the campaign (see documentation about “ContactData” for more details). This will also trigger the creation of a record in the “SystemData” table. 


There are 2 different type of record that can be created: 
  1. A record for the campaign (see “Campaign Record”). 
  2. A record that is directly associated with an activity (see “Record associated to an activity”) 

Campaign record 

The first way is to create a record that can be handled by any activity of the campaign.  
For this a POST of xml data is need to the Nixxis ContextData service, this uri looks like this: 
 
 

Using the following parameters: 
  1. “appserver.Nixxis.com:8088”: the name or ip and port of appserver that is used for the “Call me back” 
  2. {campaignId}: the guid of the campaign that will be used for the “Call me back”. Example: 38e8f8dfgg4fd5g1dfg8df4g618g

Here is how the XML structure should look like:  
contextdata> 
            <campaigndata> 
                        <Name>My Customer Name</Name> 
                        <PhoneNumber>0123456789</PhoneNumber> 
            </campaigndata> 
            <systemdata xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
    <CurrentActivity xsi:nil="true" />
                         <State>15</State>
                         <SortInfo>-2</SortInfo>
                         <DialStartDate>yyyy-MM-dd hh:mm:ss.000</DialStartDate>
                         <DialEndDate>yyyy-MM-dd hh:mm:ss.000</DialEndDate>
                         <CreationTime>yyyy-MM-dd hh:mm:ss.000</CreationTime>
                         <ImportTag>ImportTag</ImportTag>
            </systemdata>
</contextdata> 

Info
  1. The tags under ‘<campaigndata>’ (‘<Name>’ and ‘<PhoneNumber>’ in this sample) are directly linked to the fields defined in the campaign database structure. And can be different for each campaign. 
  2. Respect the casing of the fields.
  3. CurrentActivity = Empty (type: char(32)
  4. State = 15 (state description: Callback | type: int)
  5. DialStartDate = Callback date (type: datetime)
  6. DialEndDate = Callback end validity date (type: datetime)
  7. CreationTime = Optional (type: datetime)
  8. ImportTag = Optional (type: nvarchar(250))

Record associated to an activity 

The seconded way is a record that is associated with an activity. 
For this a POST of xml data is need to the Nixxis ContextData service, this uri looks like this: 


Using the following parameters: 
  1. “appserver.Nixxis.com:8088”: the name or ip and port of appserver that is used for the “Call me back.” 
  2. The phone number is always required and need to be put in 1 of the fields where the field meaning is set to a phone number. 

Here is how the XML structure should look like:  
<contextdata> 
            <campaigndata> 
                        <Name>My Customer Name</Name> 
                        <PhoneNumber>0123456789</PhoneNumber> 
            </campaigndata> 
            <systemdata>
                        <CurrentActivity>47b8f8ead10d45c7ac2331c5b47a48b8</CurrentActivity>
                         <State>15</State>
                         <SortInfo>-2</SortInfo>
                         <DialStartDate>yyyy-MM-dd hh:mm:ss.000</DialStartDate>
                         <DialEndDate>yyyy-MM-dd hh:mm:ss.000</DialEndDate>
                         <CreationTime>yyyy-MM-dd hh:mm:ss.000</CreationTime>
                         <ImportTag>ImportTag</ImportTag>
            </systemdata>
</contextdata> 

Info
  1. The tags under ‘<campaigndata>’ (‘<Name>’ and ‘<PhoneNumber>’ in this sample) are directly linked to the fields defined in the campaign database structure. And can be different for each campaign. 
  2. Respect the casing of the fields.
  3. CurrentActivity = 47b8f8ead10d45c7ac2331c5b47a48b8 (to be replaced with destination activity | type: char(32)
  4. State = 15 (state description: Callback | type: int)
  5. DialStartDate = Callback date (type: datetime)
  6. DialEndDate = Callback end validity date (type: datetime)
  7. CreationTime = Optional (type: datetime)
  8. ImportTag = Optional (type: nvarchar(250))

Example Postman :



    • Related Articles

    • Comment faire un rappel web

      Introduction Cet article donne un aperçu de la façon d'utiliser l'interface "ContextData" de Nixxis pour faire un "Rappel" web Définition Il existe 2 types de rappel. Le premier est le "Rappelez-moi maintenant" et le second est le "Rappelez-moi à". ...

    • Administration - Activity - Data filters

      Introduction In NCS (Nixxis Contact Suite), data filters are used to define specific criteria for selecting and filtering data within the system. They allow you to retrieve and manipulate data based on certain conditions, helping you to focus on the ...

    • Picking up an incoming call in priority over others via "Pickup"

      Introduction This configuration at the queue level used by the incoming activity gives the agent the possibility of selecting and picking up an incoming call in a queue for which the "Contacts Pickup allowed" option is activated . "Pickup" thus ...

    • Operational Parameters - Auto Ready Settings

      Introduction Auto ready relates to setting an agent in ready after its wrap-up time instead of leaving it in not ready (default). This can be set at the level of global settings, activities, teams, qualifications and agents. Auto ready is active if ...

    • New Features of V3.1

      Context This document provides an overview of the new features integrated into the latest version NCS 3.1. NCS offers flexibility, responsiveness, and efficiency to enhance the user experience. User Interface Evolution To provide a comprehensive ...