Personal Callback API

Use the Personal Callback API to configure your Outbound Option campaign to handle personal callbacks. The Personal Callback feature allows an agent to schedule a callback to a customer for a specific date and time.

URL

https://<server>/unifiedconfig/config/personalcallback

Operations

Parameters

Parameters for create (single record), get, and update operations:

Bulk parameters:

Bulk fileContent parameters:


Note


The descriptions for these parameters are the same as the descriptions for the parameters for create (single record), get, and update operations. Only the case is different.


Search and Sort Values

The following table shows the parameters that are searched and the parameters that are sortable.

Search parameters Sort parameters
  • agentId
  • accountNumber
  • firstName
  • lastName
  • agentId
  • accountNumber
  • firstName
  • lastName

See Search and Sort.

Advanced search parameters

There are several advanced searches you can perform on the Personal Callback API, including agentId, accountNumber, firstName, and lastName. All search terms are case-insensitive.

Example Create Request (Single Record)

<personalCallback>
    <campaign>
        <refURL>/unifiedconfig/config/campaign/5000</refURL>
    </campaign>
    <agent>
        <refURL>/unifiedconfig/config/agent/5050</refURL>
    </agent>
    <campaignDn>222222</campaignDn>
    <phone>999333</phone>
    <accountNumber>23334343334</accountNumber>
    <maxAttempts>1</maxAttempts>
    <callbackDateTime>2016-01-15T11:37:00</callbackDateTime>
    <callStatus>pending</callStatus>
    <lastName>Kumar</lastName>
    <firstName>Akshaya</firstName>
</personalCallback>

Example Create Request (Bulk)

<personalCallback>
    <fileContent>
        <![CDATA[
        AccountNumber,FirstName,LastName,Phone,AgentSkillTargetId,CampaignId,CampaignDn, 
        CallbackDateTime,MaxAttempts
        6782,Henry,Martin,2225554444,1004,5000,2222222221,2016-01-25T05:12:00,1
        3444,Thomas,Edison,2225554555,1004,5000,2222222222,2016-01-25T05:23:00,1
        5444,Tom,Hilfiger,2225554666,1004,5000,2222222223,2016-01-25T05:37:00,1
        ]]>
    </fileContent>
</personalCallback>

Example Get (Record) Response

<personalCallback>
    <changeStamp>48</changeStamp>
    <refURL>/unifiedconfig/config/campaign/personalcallback/2</refURL>
    <campaign>
        <refURL>/unifiedconfig/config/campaign/5000</refURL>
    </campaign>
    <agent>
        <refURL>/unifiedconfig/config/agent/5050</refURL>
    </agent>
    <campaignId>5000</campaignId>
    <peripheralId>5000</peripheralId>
    <agentId>1001</agentId>
    <campaignDn>222222</campaignDn>
    <phone>999333</phone>
    <accountNumber>23334343334</accountNumber>
    <maxAttempts>1</maxAttempts>
    <callbackDateTime>2016-01-15T11:37:00</callbackDateTime>
    <callStatus>pending</callStatus>
    <callResult>0</callResult>
    <lastName>Kumar</lastName>
    <firstName>Akshaya</firstName>
</personalCallback>