Automated Calls

[jeff_smith]

Forgive me since I am new to the PureCloud environment...

We have been asked to build a solution that uses PureCloud to make phone calls, go through a script of questions, and ultimately get a response back. We are a Microsoft shop so we will be using the .Net platform and tooling.

This is not the actual task we are trying to accomplish but is representative of what we would like to do.

1. User orders a pizza from a web site.
2. A Windows Service finds the closest pizza franchise location to fulfill the order.
3. Windows Service uses PureCloud to call the franchise pizza location and ask if they accept the order.
4. PureCloud calls a Web Service endpoint to either accepting or declining the order based on call flow.

I have spent some time reading over the documentation on the developer.mypurecloud.com web sites and forums. I see many different product specific terms and names, but I am lost in trying to determine which product(s) and API(s) would support our goal.

What I am looking for is high level direction on how this can be accomplished. Not a specific code example, but at least an overview of the product(s)/API(s) and how they fit in the solution we are attempting to build.

Any advice would be greatly appreciated.

Thanks!

Jeff

[tim.smith]

You shouldn't need to write any custom software for this. You may have a little code on your end to add contacts or handle the outcome of the call, but it sounds like everything in PureCloud will be configuration.

To start off, need an Outbound Dialing Campaign. It's not clear if your step 3 is having a person or outbound IVR doing the questioning, but it's an outbound campaign either way.

If there is a human placing the call, you'll use Agent Scripts to prompt them with questions and collect the answers.

If there isn't a human, you'll use an Outbound Flow in Architect with an agentless campaign.

Either way you do it, the final step will be to use a Web Services Data Action at the end of the agent script or the outbound flow to make a REST API request to your service to communicate the outcome of the call.

To get a number dialed, you'll need to add it to the campaign's contact list using POST /api/v2/outbound/contactlists/{contactListId}/contacts. To do that, the server-side app making the request should be authorized using Client Credentials. There's a .NET SDK to assist with authentication and making requests.

Be sure to check out the Tutorials and the Developer Tools that allow you to test APIs without writing code, among other things.

Finally, if you have questions about configuring any of that in PureCloud, the PureCloud Community Forum is a better place for those questions. This forum is specific to discussing the use of APIs and integrations, like data actions.