Call¶

The Call Rule will initiate an outbound call to a Contact from your account. Please check messageParts if you haven't yet, as they will be included in the explanation of this rule.

Structure¶

As you can see in the XML Structure below, this Call Rule has the following elements. None of them are mandatory but they make the Call Rule really flexible and useful:

• callerMessage: This will be the message which will be played to the calling party when a call is in progress.
• calledMessage: This will be the message which will be played to the called party when the call is forwarded to them once the phone is ANSWERED.
• eventHandler: This is the element which will handle the different events in a call. These events allow different actions to executed dependent upon the result of the call e.g. ANSWERED or BUSY
  • callEvent: These specify the route that will be taken in the callflow dependent upon the call result 
    • result: You can combine these values separated by | (pipe). The possible values are:
      • ANSWERED: If the phone number being called is answered - either by a person or IVR
      • BUSY: If the phone number being called is BUSY.
      • REJECTED: If the person being called REJECTs the call
      • NO_ANSWER: If the phone number being called is not answered, and the call rings out
      • CANCELLED: If the call is CANCELLED by the caller
    • action: The type we want to manage in this callEvent. At the moment we have only "onMatchResult".
  • failure: The Call will go out through this event if none of the previous events added to the Call Rule are matched.

<call id="call_1" label="Call" record="true" recordingLabel="My_recorded_message" recordCallNotificationLabel="defaultRecordMessage" sendCallAlert="NONE" destinationPhoneNumber="?" destinationContactId="?" destinationContactName="?">
    <callerMessage>
        <!-- messageParts -->
    </callerMessage>
    <calledMessage>
        <!-- messageParts -->
    </calledMessage>
    <eventHandlers>
        <callEvent action="onMatchResult" result="ANSWERED|BUSY">
            <!-- Rules -->
        </callEvent>
        <callEvent action="onMatchResult" result="NO_ANSWER">
            <!--- Rules -->
        </callEvent>
        <failure id="failure_1" label="Failure" attempts="3">
            <failureMessage>
                <!-- messageParts -->
            </failureMessage>
            <!-- Rules -->
        </failure>
    </eventHandlers>
 </call>

Learn more about the messageParts.

The Call Rule has the following attributes in the XML:

Examples¶

Below are some examples of the XML required to create different call scenarios.

Basic Fixed Call Rule¶

We will start with a basic one and add more details as we progress through the examples. The following XML will make a simple fixed call to one of the Contacts in our system. It will call the phone number 447723468855 of your Contact with ID 1, no matter which Link you apply this Call Flow to.

<call id="call_1" label="Call" destinationPhoneNumber="447723468855" destinationContactId="1"/>

Another example but this time with destinationContactName. Bear in mind with this example that when you have multiple contacts with the same name, and phone number, the first matched will be the one used. The ordering of this is not guaranteed.

<call id="call_1" label="Call" destinationPhoneNumber="447723468855" destinationContactName="Bob Plumbers"/>

Here you've grasped the basic static Call rule. Let's get a bit more complicated...

Basic Variable Call Rule¶

The previous examples called the same Contact irrespective of which Link you applied the Call Flow to. If you wish to have the same basic template but change the Contact to use based on the Link, then you can use variable values. You will specify that you wish the Contact to be different on each Link by setting the parameters as ? instead of a value. When you apply the Call Flow to a link you will specify the values to be used to reference the Contact. See the example below:

<call id="call_1" label="Call" destinationPhoneNumber="?" destinationContactId="?"/>

Call Rule with Whisper to the Caller and Called¶

We can extend the above examples to add a Whisper to the caller and/or called party. For example to play "IOVOX is connecting you" to the caller and play "This Lead is brought to you by IOVOX" to the called party, you will specify the label that references the sound files that belong in your account. The XML for this Rule is as follows:

<call id="call_1" label="Call" destinationPhoneNumber="?" destinationContactId="?">
    <callerMessage>
        <soundFile soundLabel="IOVOX connecting you"/>
    </callerMessage>
    <calledMessage>
        <soundFile soundLabel="Lead brought by IOVOX"/>
    </calledMessage>
</call>

Call Rule with Call Result and Failure¶

After an outbound call has finished you can check the result of the call and then continue down your call flow based on how the call ended. In the example below we will catch any call that results in BUSY or REJECTED, or ANSWERED. If the call didn't result in either of these then the failure will match the other possibilities - e.g. NO_ANSWER

<call id="call_1" label="Call" record="true" recordingLabel="recordingLabel" recordCallNotificationLabel="defaultRecordMessage" sendCallAlert="NONE" destinationPhoneNumber="?" destinationContactId="?">
    <eventHandlers>
        <callEvent action="onMatchResult" result="REJECTED|BUSY">
            <!-- Rules -->
        </callEvent>
        <callEvent action="onMatchResult" result="ANSWERED">
            <!--- Rules -->
        </callEvent>
        <failure id="failure_1" label="Failure" attempts="3">
            <failureMessage>
                <!-- messageParts -->
            </failureMessage>
            <!-- Rules -->
        </failure>
    </eventHandlers>
</call>

Result¶

Error Result¶