We have a use case where we want to be able to automatically have Zoom dial out to a customer so that they can be connected to our support staff, either asap or at date of their choosing. I can see how to accomplish that with the Contact Center API, however our business is requiring that we block future calls until we’ve received notice that the engagement is complete.
- Is there a way to store an engagement id after calling either of the endpoints for Voice that can be used to get back a record in our system?
- Is there a way to get back to an address book entry from any value in the webhooks? This is so we could use what we stored in the Variables/Custom Fields to look up records in our system in case we can’t capture the engagement id.
- ConsumerId doesn’t appear to be populatable outside of the ZCC SDK
- Engagements don’t return anything about the contact other than the consumer ID
Webhooks Referenced
- contact_center.engagement_consumer_ended
- contact_center.engagement_ended
- contact_center.engagement_wrap_up_ended
- contact_center.engagement_disposition_added
Endpoints Referenced
- POST /contact_center/outbound_campaign/contact_lists/{contactListId}/contacts
- POST /contact_center/queues/{queueId}/scheduled_callbacks/events