2.1.3 - Outbound Calls (Calls from Source webrtc)

Let's now look at outgoing calls initiated via Browser Phone. If you use browser phone, you don't need a second device to connect to a customer but the browser is taking over this job.

This makes things much easier. Instead of having to connect from the agent to the device, you directly make the call. Therefore, we only have one Parent call. Great, right? So you don't need to add the expression "Domain" to your trigger.

Here are the parameters for Browser Phone calls:

  • type = Outbound
  • source = webrtc (Browser Phone)
  • domain = internal

Now let's check how this affects our triggers and events. We'll use the same use cases as in section 2.1.2

Creating tickets for every outbound call

Whenever your agents do an outbound call via babelConnect, they should see a ticket in their helpdesk to keep track of all placed calls. 

The trigger only needs one condition as there is only one call created for every Browser Phone call:

For the event, select "Call created". The rest is the same as for the api case:

As you know, you can add any text, including placeholders, to the ticket subject and description.

Creating tickets only if call is connected to the customer

Next, we looked at the use case of creating call tickets only if a connection to a customer was established. 

You use the same trigger as above (Call source = webrtc) and create the same event as for the API case, only with the new trigger:

 

Updating the ticket with talk time

Let's come to our last example: Like in the case of Inbound Calls, most customers want to know how long a call lasted. With the knowledge you already have this is another easy task.

As in the last section, create a new trigger with the same conditions as above but add call duration > 0.

Now, finally, build an event that updates your ticket created for the outbound call whenever a call is finished. The event could look like this:

That's it! As you can see, integrating browser phone is easier than API calls. However, in practice both technologies have their advantages and disadvantages. The decision which technology fits you best will be made together with our sales team.

In our next section, 2.1.4, we will look at transferred calls

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