Using the scheduled call endpoint of the Apps API, you can schedule an outbound call from a web or mobile queue that you specify. If you specify a ticket ID in your API call, your instance can do a ticket ID lookup before making the scheduled call. The ticket ID lookup indicates whether a record is open or closed.
If you've integrated CCAI Platform with the Salesforce CRM, you can configure how your instance handles scheduled calls for closed records. Here are the configuration options for closed records that are available with Salesforce integrations:
Don't look up record status. CCAI Platform doesn't look up record status and makes the scheduled call regardless of whether the record is open or closed.
Look up record status and reopen closed records. CCAI Platform looks up record status before making a scheduled call and reopens records that are closed.
Look up record status and cancel scheduled calls for closed records. CCAI Platform looks up record status before making a scheduled call and cancels scheduled calls for records that are closed.
Don't look up record status
You can configure CCAI Platform so that it doesn't look up record status before making a scheduled call. With this configuration, the call is made as scheduled regardless of whether a record is open or closed.
To configure CCAI Platform to not look up record status, follow these steps:
In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
Go to CRM Record Creation Details > Closed record options when initiating an API-scheduled call.
Select Don't check the record status. Always initiate the API-scheduled call.
Click Save General.
Look up record status and reopen closed records
You can configure CCAI Platform to look up record status before making a scheduled call and reopen records that are closed. With this configuration, if the record status is closed, the following actions take place:
The call is made as scheduled.
The record is reopened.
The following comment is attached to the CRM record: "The record was reopened at the time of a scheduled call".
To configure CCAI Platform to look up record status and reopen closed records, follow these steps:
In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
Go to CRM Record Creation Details > Closed record options when initiating an API-scheduled call.
Select Check the record status. If the record is closed > Reopen the record.
Click Save General.
Look up record status and cancel scheduled calls for closed records
You can configure CCAI Platform to look up record status before making a scheduled call and cancel scheduled calls for records that are closed. With this configuration, if the record status is closed, the following actions take place:
The scheduled call is canceled.
The following comment is attached to the CRM record: "A scheduled call was canceled because the record is closed".
To configure CCAI Platform to look up record status and cancel scheduled calls for closed records, follow these steps:
In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
Go to CRM Record Creation Details > Closed record options when initiating an API-scheduled call.
Select Check the record status. If the record is closed > Cancel the scheduled call.
Click Save General.
Other ticket ID lookup scenarios
This section describes other possible scenarios for when a ticket ID lookup is done before a scheduled call is made.
A record is open and already has an active call associated with it
If a ticket ID lookup indicates that the record is open and already has an active call associated with it, the following actions take place:
The scheduled call is canceled.
The following comment is attached to the CRM record: "A scheduled call was not created because the record already has an active scheduled call".
The CRM is unreachable
If the CRM is unreachable and ticket ID lookup isn't possible, the following actions take place:
The scheduled call is canceled.
The following comment is attached to the CRM record: "A scheduled call was canceled because the CRM was unreachable".