Outbound call handling, Interactions and contact trace records

[Paul Ciarfella]

I am testing outbound call handling and wondering if I have misconfigured the setup or I need to customize the configuration to make this usable for an agent.

First question: The only way that I could get click-to-call outbound calling to work is by adding a Customer 360 component to the ribbon on the Interaction in order to expose clickable phone numbers for the user.  This adds the ugly user card to the Interaction that wastes a lot of real estate on the form.  I know its collapsible but its ugly.  Is there another way?

Second question:  When I click to make the outbound call, the outbound Interaction is opened but it is not displayed and context does not switch to that Interaction.  So its in the background and I need to manually open the form, and then set the Opened for field.  Is this the way its supposed to work?

And final question.  I have recording/analytics enabled on the outbound whisper flow in Connect.  And the data is being collected and recorded.  But its not being passed to the outbound Interaction upon call termination, like inbound calls do.  Is that also to be expected?  And I need to modify the $.connect.s3.event operation handler or the lambda function to push this back to the Interaction?

[Paul Ciarfella]

Well I'll answer my own questions based on my investigations.  This is Rome BTW.

First question - there seems to be no other way.

Second question - Multiple observations.

1) Making an outbound call via the softphone does not create an interaction. 

2) An interaction is created if the outbound call is initiated via a click-to-call field (like the C360 component) on an Incident or other task where there is a click-to-call field.

3) However, the behavior is inconsistent.  Calling from an Incident opens the Interaction and switches context to that Interaction, and the Opened for field is filled in with the contact info from the C360 component).  But from an RITM or other task, the Interaction is opened and context is switched to, but the Opened for field is not filled in.

4) And, if the outbound call is made from an Interaction via click-to-call, the Interaction is opened BUT CONTEXT IS NOT SWITCHED to the new Interaction.  And the Opened for info is not set, either.

These are valid use cases for service desk agents that need to follow-up via phone on an open request, or an Interaction that was created, for example, via chat, and now requires a follow-up call.

Final question - the recording/analytics/contract trace record is now magically being pushed to the Outbound Interaction.