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Set Call Result
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Set Call Result
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Overview
With the SetCallResult API, you can set one or all of the call Outcomes mentioned here, providing efficient management of call-related data. The following table depicts the current APIs available for managing call outcomes.
Call Outcome | Related API |
|---|---|
Business Outcome | SetBusinessOutcomeWithComments |
Telephony Outcome | SetCallOutcomeWithComments |
Telephony Outcome with Business Outcome | SetBusinessOutcomeWithCallOutcome |
Personal Callback | SetPersonalCallbackWithComments |
Callback | SetCallbackWithComments |
Business Outcome with Personal Callback | SetBusinessOutcomeWithPersonalCallback |
Business Outcome with Callback | SetBusinessOutcomeWithCallback |
DNC | SetDNC |
Pre-requisite
The Agent must be on an active call or logged in to the application.
Sequence Diagram
Message Structure
Request Parameters | Value |
|---|---|
channel | LCM |
topic | Webservice |
subtopic | SetCallResult |
source | «app-name-broadcasting-this-message» |
data | N/A |
Data Parameters
Parameter | Mandatory | Data Type | Description |
|---|---|---|---|
UserID | No | String | The agent ID. Not required for a Normal Callback. |
AccountNumber | Yes | String | The LCM Key. |
AgentComments | No | String | The comments entered by the agent. |
TargetAmount | No | Number | The target achieved by the agent in the current Interaction. |
LeadScore | No | Number | The lead score for the contact at the time of upload or at agent ACW. |
OutcomeId | Yes | Number | Specify the numeric OutcomeID. Refer to the GetCallOutcome section for telephony outcomes and the GetBusinessOutcome section for business outcomes. |
CallbackModeID | No | Number | The mode ID of the requested callback. |
StartDate | Yes | String | The callback start date in DD/MM/YYYY format. |
EndDate | Yes | String | The callback end date in DD/MM/YYYY format. |
StartTime | Yes | String | The callback start time in HH:mm (24-h) format. |
EndTime | Yes | String | The callback end time in HH:mm (24-h) format. |
CampaignSpecificDNC | No | Boolean | If agent sets DNC for a specific Campaign, flag is set to true. |
SecondaryOutcomeId | No | Number | The outcome ID of the secondary outcome, in case a call has two outcomes. |
isPhoneNoDNC | No | Boolean | If the phone number is set as DNC, this value is set to true. |
BussfldDNCValue | No | String | Use this to set a business field value as DNC. |
BussfldDNCValue1 | No | String | When using multiple business field values ot set DNC, use this secondary business field value. |
BlockedBy | No | String | Indicates if the DNC is by phone number or a business field value. |
DialerAgentCallback | No | Boolean | Indicates if a dialer agent or a clicker agent set the outcome. |
OverridePEWCValidation | No | String | Enables agents to provide consent to set outcomes for Non-PEWC mode numbers. |
DNCBlockStartDate | No | String | The start date from which a number is marked as DNC. Format is DD/MM/YYYY and HH:mm. |
DNCBlockEndDate | No | String | The end date when a number ceases to be on the DNC list. Format is DD/MM/YYYY and HH:mm. |
DNCCampaignCategoryID | No | String | The campaign category ID that the DNC outcome is set for. Multiple campaigns in this category are separated with commas. |
PhoneNumber | No | String | The customer contact number. |
Response Parameters | Value |
|---|---|
channel | LCM |
topic | Webservice |
subtopic | SetCallResultResponse |
message | «JSON Object» |
Message Parameters
Parameter | Mandatory | Data Type | Description |
|---|---|---|---|
callid | Yes | String | The Call ID generated by the application. |
response | Yes | JSON Object | The response data. |
Response Parameters | |||
success | Yes | Boolean | The Call Result status. |
Possible Error Cases
Error Type | Actual Error | Message |
|---|---|---|
WS_Error | Callid is empty | Invalid Call ID. |
WS_Error | Invalid Call ID:<call_id> | Invalid Call ID. |
Sample Request for Business Outcome
{
"channel": "LCM",
"topic": "WebService",
"subtopic": " SetCallResult",
"data":
{
"AccountNumber": "5|3|1|0|0|44|1",
"OutcomeId": 101,
"LeadScore": 0,
"UserID": "testagent",
"AgentComments": "Test comment",
"TargetAmount": 0
}
}Sample Request for Telephony Outcome
{
"channel": "LCM",
"topic": "WebService",
"subtopic": " SetCallResult",
"data":
{
"AccountNumber": "5|3|1|0|0|44|1",
"BusinessOutcome": 101,
"CallOutcome": 0,
"LeadScore": 0,
"UserID": "1234",
"AgentComments": "Test comment",
"TargetAmount": 0
}
}Sample Request for Telephony Outcome With Business Outcome
{
"channel": "LCM",
"topic": "WebService",
"subtopic": " SetCallResult ",
"data":
{
"AccountNumber": "5|3|1|0|0|44|1",
"BusinessOutcome": 101,
"CallOutcome": 0,
"LeadScore": 0,
"UserID": "1234",
"AgentComments": "Test comment",
"TargetAmount": 0
}
}Sample Request for Personal Callback
{
"channel": "LCM",
"topic": "WebService",
"subtopic": " SetCallResult ",
"data":
{
"AccountNumber": "5|3|1|0|0|44|1",
"StartDate": "03/07/2020",
"EndDate": "03/07/2020",
"StartTime": "13:45",
"EndTime": "13:45",
"CallbackModeID": 1,
"UserID": "testagent",
"AgentComments": "Test comment",
"LeadScore": 0,
"TargetAmount": 0
}
}Sample Request for Callback
{
"channel": "LCM",
"topic": "WebService",
"subtopic": " SetCallResult ",
"data":
{
"AccountNumber": "5|3|1|0|0|44|1",
"StartDate": "03/07/2020",
"EndDate": "03/07/2020",
"StartTime": "13:45",
"EndTime": "13:45",
"CallbackModeID": 1,
"UserID": "testagent",
"AgentComments": "Test comment",
"LeadScore": 0,
"TargetAmount": 0
}
}Sample Request for DNC
{
"channel": "LCM",
"topic": "WebService",
"subtopic": " SetCallResult ",
"data":
{
"AccountNumber": "137|1|3|0|0|84|1",
"OutcomeId": 5,
"CampaignSpecificDNC": true,
"isPhoneNoDNC": true,
"BussfldDNCValue": "",
"BussfldDNCValue1": "",
"Blockedby": "PhoneNumber",
"DNCBlockStartDate": "05/11/2020 18:23",
"DNCBlockEndDate": "06/11/2020 13:45",
"AgentComments": "test",
"TargetAmount": 20,
"BusinessOutcome": 0,
"LeadScore": 0,
"DNCCampaignCategoryID": "1"
}
}Sample Response
{
"channel": "LCM",
"topic": "WebService",
"subtopic": " SetCallResultResponse ",
"message":
{
"response":
{
"success": true
}
}
}Was this article helpful?