Telephony

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Telephony is a JAICP tool that allows the comprehensive automation of inbound and outbound calls.

During a call the bot converses with the client in natural language. The call outcome is recorded as a recognized decision of the user: agreement or refusal, confirmation, request to stop calling, etc. As a result of the campaign, analytics are produced with details on the outcome of each call.

To start a call campaign:

1. Configure telephony.
2. Load in a list of numbers to call.
3. Configure a telephone channel.
4. Create and launch the call campaign.

Bot script

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The JS API included in JAICP provides the $dialer built-in service. See its description to know about all telephony features that you can control from the script.

The following features should also be kept in mind while developing the bot script:

• Handling unrecognized speech.
• Handling tone dialing.
• Bot reply interruption.
• Handling unsuccessful call attempts.
• Transfer to the agent in the telephone channel.
• Playing audio instead of synthesized bot replies.
• Getting speech recognition results.

Calls API

JAICP provides the Calls API to work with outbound telephony.

The API provides the following capabilities:

• Adding phone numbers with parameters to the campaign.
• Canceling previously created call jobs.
• Obtaining reports by call job ID or by phone number.
• Starting, pausing, resuming, and stopping the campaign.