Calls

In this section, we will describe how you can configure call center-specific Conversations features. Other Conversations setup steps apply here as well.

To find out how to make and receive calls, refer to our WebRTC calls documentation.

Here is a general overview of the call center integration steps:

Prerequisites:

• Create an application using the Use Conversations configuration option.
• Register agents (opens in a new tab) to the Infobip WebRTC calls platform using their AgentID (opens in a new tab).
• Add Infobip RTC JS SDK (opens in a new tab) to your application.

To make calls, you need to:

• Create an outbound call conversation (opens in a new tab).
• Generate CallOptions (opens in a new tab), and add the following in the customData (opens in a new tab) existing parameters:
  • conversationsID - obtained in the response from the previous step.
  • calleeClientType - can be either WebRTC for In-app Calls or PSTN for calls to phone numbers.

 
    const callOptions = CallOptions.builder()
       .setCustomData({
           isOutbound: true,
           outboundTo: outgoingCallRequest.destination,
           outboundFrom: outgoingCallRequest.sender,
           outboundAgentId: this.context.user.agentId,
           conversationId: outgoingCallRequest.conversationId,
           calleeClientType: calleeClientType,
       }).build();
 

• Use the callConversations (opens in a new tab) method with generated CallOptions
const call = this.state.infobipRTC.callConversations(callOptions);
• Manage conversations the same as with other channels.

To receive calls, you need to:

• Configure your Voice number to forward calls to Conversations, use the Dial to Conversations (opens in a new tab) script in IVR to route the call from IVR to Conversations. Or initiate a call from your application to Conversations using the CallConversationsmethod (Web (opens in a new tab), Android (opens in a new tab), iOS (opens in a new tab)).
• Set agent heartbeat (opens in a new tab).
• Register the incoming call event handler of the InfobipRTC (opens in a new tab) client and implement the option to answer and/or reject calls.

Wrap-up time

When a call is finished, agents usually need some time to write notes or a summary of the call before closing the conversation. This time enables them to write a brief report containing the most important information of the call. This summary can be reviewed later if needed.

While in wrap-up, the agent is considered busy. The default wrap-up time is 30 seconds and it can be changed on system or agent level.

You can see (opens in a new tab) the default value set on the system level and adjust it (opens in a new tab) to be in line with your requirements. Setting the agent-level configuration overrides the system configuration. Supervisors can see (opens in a new tab) the agent setup, and when required, alter (opens in a new tab) and delete (opens in a new tab) it.

Also, the wrap-up time can be extended (opens in a new tab) if agents need additional time to write the call summary. Alternatively, the wrap-up time should be cleared (opens in a new tab) if agents manage to finish before it expires.

Waiting strategy

Being on hold can be frustrating for your customers so you must build a waiting strategy that establishes the best environment for callers while they wait to be connected to your agents.

You can create a waiting strategy and define the following:

• Name of the waiting strategy.
• Numbers or an application that your strategy applies to.
• Maximum waiting time that defines for how long this strategy will be active.

Optionally, you can create:

• Greeting Message - This will be the first communication callers hear when they contact you. You can use the text-to-speech feature to create a message or upload a file you would like to play to your callers.
• Hold Music - Certain types of music can calm a person while they are waiting and create a more positive experience for callers. Use this option to upload a file to be played as hold music.
• Announcement Message - The time your customers have to wait can feel less burdensome if their mind is occupied with important announcements. Keep them engaged by periodically playing announcement messages. You can use the text-to-speech feature to create a message or upload an audio file.
• Maximum Wait Time Message - When the maximum wait time has been exceeded, and just before the call is about to be dropped, play an audio message to your customer letting them know that the call will end. You can use the text-to-speech feature to craft a message or upload an audio file.

You can view (opens in a new tab) and change (opens in a new tab) all the abovementioned settings for each waiting strategy. You can retrieve (opens in a new tab) and review all waiting strategies. When necessary, you can also delete (opens in a new tab) the waiting strategy.

Transfer call

At this time only the blind (cold) transfer (opens in a new tab) is supported. This means that the call is not announced before it is transferred. The agent designated to receive the transferred call will ring and can either accept or reject the call.

Recording

You might need to record your agents' conversations with your customers: whether it is to adhere to regulatory law requirements, ensure quality, increase operational efficiency, or any other reason specific to your business needs.

First, define (opens in a new tab) system-level recording settings.

You can choose to record:

• Inbound calls (the ones the agents answer)
• Outbound calls (the ones where agents call the customers)
• Both

Calls in Conversations can also have video enabled. You can select how you want those types of calls to be recorded:

• By choosing the media type for the recording, you can record audio only, video only, or both.

By default, video calls are recorded and stored in Infobip cloud storage as high-quality streamable files. You cannot download these. To create files that you can copy, move, or transfer to your storage, you need to enable the Video Download Preparation option.

Bear in mind that preparing video files for download can take some time, as it can vary on the file duration, service load, and your internet connection.

You can view (opens in a new tab) and change (opens in a new tab) all the abovementioned settings when required.

Additionally, you can adjust certain recording parameters for each agent. Bear in mind that the agent-level configuration overrides the system configuration. You can create (opens in a new tab) and view (opens in a new tab) the agent setup, and when required, alter (opens in a new tab) it.

You can search (opens in a new tab), review (opens in a new tab), retrieve over a link (one by one (opens in a new tab) or bulk (opens in a new tab)), and delete (one by one (opens in a new tab) or in bulk (opens in a new tab)) the recording files.