When integrating external systems into EnreachVoice callback-related services, there are usually two different approaches:
Simple integration:
Receive callback requests in EnreachVoice
Callback-control in external system
Callback reporting done in external system
Full integration:
Receive callback requests in EnreachVoice
Callback-control in EnreachVoice, built-in advanced features can be used
Reporting is done in EnreachVoice
Simple callback integration
In simple callback integration EnreachVoice provides only a channel to create callback requests (CBR). The external system closes all new requests in EnreachVoice immediately.
All Callback control and reporting is done in the external system
EnreachVoice Apps (mobile nor windows) cannot be used
Advanced CallBack features, such as auto allocation, duplicate removal, request linking, due and expiration handling etc. must be done in the external system
EnreachVoice SalesForce and Dynamics365 use simple callback integration model.
Full callback integration
In full callback integration Callback control stays in EnreachVoice Core, and the external system behaves like any other EnreachVoice App.
All build-in CBR features can be utilized
Reporting is done in Voice Analytics
Implementation options
Backend implementation
Syncs CBR state between EnreachVoice backend and External System
Separate API user to communicate with EnreahcVoice API
Frontend implementation
Communicate with EnreahcVoice API as an agent user
For example, utilizing makeAPICall() method in webphone to call /callbacks/auto-allocation-request