Callback

The Callback API allows callback applications to send a notification to Unified Contact Center Enterprise (Unified CCE) for an agent to make a voice call to a customer, at the customer's request The API works in conjunction with a callback feed, campaigns, and a Connection to CCE Notification.

You can use the API to poll the status of the request (including the estimated wait time) and to cancel previous callback requests (see DELETE).

Before you create a callback request, you must have a Callback feed (type 10) assigned to a campaign (see Feed) and you must have a Connection to CCE notification set up. The notification is triggered by a specific tag that is automatically created in the callback social contact.

The response of the create request contains a URL in the location field that applications can use to retrieve the status of the callback request, including the estimated wait time.

The URL is available until the request is cancelled or until no polling is detected for at least five minutes.