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Hello.

We are looking to integration calls into our desktop application.  We did some testing, and since most users are using soft phones and due to the lack of stable deviceIDs for those, we are opting for using Call out to call the employees phones directly.  

Besides the above, during testing we ran into two issues. One being that an Admin cannot initiate a call out on behalf of another user/extension.  Unless there is another route we will implement an OAuth flow for the users to authorize the system on their behalf.

The larger concern however, is during testing we were able to initiate the call without issue, but if the 1st leg, the one initiating the call receives the incoming ring central call, but declines for any reason, the second leg of the call is still initiated, leaving a potential customer/client with dead air.  This could eventually lead up to our number being flagged if it were to repeatedly.

Is there any way to manage the call to prevent this from happening, whether through some setting or other API calls, even if it were to somehow cause another call to the initiating caller again, as long as it prevents significant dead air time.

 

Thank you.

 

I think you has a mistake in your question.

You want and you used the /call-out API to make outbound calls but since the dynamic deviceID problem then you cannot rely on the /call-out API to make calls from the RC app. Correct?

Then now you want to switch to the /ring-out API instead, but you are worried about the situation where the agent declines/ignores the call (first call leg) and the customer’s (second call leg) phone still keeps ringing and when the customer answers the call, the agent is not on the call, right?

If so, you can set the parameter for the /ring-out API call like this.

var params = {
      'from' : { 'phoneNumber': "The-Agent-PhoneNumber" },
      'to'   : {'phoneNumber': "The-Customer-PhoneNumber"},
      'callerId' : { 'phoneNumber': 'A-Valid-CallerID'}, // If you want to set
      'playPrompt' : true
    }

This will tell the system first to call the agent, if the agent picks up the call, press 1, then the system will place a call to the customer’s number. If the agent ignores the call, the system will not call the customer’s number.

If this is not what you ask, please explain your question again.

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