Applications (such as an auto-dialer) that use the originate_call method of call control API to initiate calls, can receive from PortaSwitch events such as "ringing," "connected," "queued," "terminated," etc., about the call progress. Real-time information about the state of each call can be used to fine-tune the auto-dialing process, allowing call centers to optimize outbound call campaigns.
Say a call center uses an auto-dialer app to automatically call a list of prospects' phone numbers. When Mary, a call center admin, launches an outbound call campaign via the app’s UI, the app initiates calls automatically, connecting prospects who pick up the call with available call center agents. The app continuously receives call events in real-time, indicating the state of each call, including "ringing," "answered," "declined," "queued," "connected to agent," or "terminated." The current state of each call is also displayed on the app's UI. If the app detects an excessive number of "queued" calls, signaling a shortage of available agents, it automatically pauses the auto-dialing process. Additionally, the app is programmed to redial the phone numbers of prospects who do not answer the initial call.
When the call campaign is completed, Mary can analyze statistics, e.g., check the percentage of the answered calls that were not connected to an agent. Using this data, Mary can optimize the settings of the auto-dialer app and fine-tune the strategy of the campaign.
Specifics
- It's possible to send any call state changes (such as “trying,” “ringing,” “connected,” “queued,” “dequeued,” “terminated,” “held,” “transferred”).
- When the call is finished, the auto-dialer receives the terminated call event that includes the is_final_call: true parameter
- Along with the “terminated” event, reasons for the disconnect are also provided.
