Team Call

The Team Call Data Action allows you to programmatically override team configuration just prior to a call being offered to a team.

Note that the data action is not invoked if the call is sent directly to the team's voicemail e.g. transferring to the team's voicemail or redirecting to Spoke via its extension with sendToVoicemail=true.

Below are the configurations that can be overridden via Team Call Data Action.

Display Name

Overrides the display name of the team the call will be offered to. This overridden name will be displayed in following areas:

• Incoming call screen for new calls, transferred calls, and rolled over calls to the team
• Incoming call and missed call notifications
• Current call screen
• Users' call history and call details on Spoke applications
• Account-wide call history and call summary on Spoke Account Portal
• Call summary and voicemail summary emails

Note: This field is ignored for internal calls.

Users

Overrides the list of users who are offered the call. This allows you to fine tune who is offered individual calls while still following standard team offer flows.

Each user is identified by their email address in Spoke. Invalid emails are ignored.

Availability rules still apply - only available users will be offered the call.

If the team's offer pattern is set to Round-robin, the call will be offered to the users in the order in which they appear in the list.

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Timeout

Overrides the number of the seconds Spoke will wait for someone to answer the call before returning or forwarding the call.

The supported range of values for timeout is from 10 to 300 seconds. If the provided value falls outside the range, it will be rounded to the nearest supported value.

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Next Offer Timeout

Overrides the number of the seconds Spoke will wait before offering the call to the next available user(s).

The supported range of values for nextOfferTimeout is from 5 to 60 seconds. If the provided value falls outside the range, it will be rounded to the nearest supported value.

Note : The asynchronous nature of API calls between Spoke and Twilio coupled with the overhead of setting up and tearing down call legs means that timeout values are indicative only, and the follow on action may occur some number of seconds after the timeout expires.

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Priority

Overrides the priority of the call. This allows you to prioritise or deprioritise the call.

The supported range of values for priority is an integer value between 1 and 9, where 1 is the highest priority and 9 is the lowest. If the provided parameter falls outside the range, the call will be assigned a default value of 5.

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Passthrough Parameters

Overrides the passthrough parameters associated with the inbound call.

Passthrough parameters can be attached to an inbound call when using Spoke's Redirect Handler. See Passthrough Parameters for the full picture of how they are set and returned.

Existing passthrough parameters are included in the POST request. If there are no existing passthrough parameters, the passthroughParameters field will be an empty object.

Passthrough parameters from the data action response will be merged with the existing passthrough parameters associated with the call. If a key exists in both the response and the current passthrough parameters, the value from the response will override the existing value.

The maximum size of passthrough parameters is 1000 bytes. If the merged passthrough parameters exceed 1000 bytes, then the passthrough parameters from the response will be discarded, and the stored passthrough parameters will not be updated.

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Request and Response

Spoke sends an HTTP GET request with the parameters defined in the Team Call Request Payload, and expects a Team Call Response within 2 seconds. If no response payload is returned, the call will proceed as planned, using the original configuration for the call.

If the request returns a non-200 response or times out and the fallback URL is configured, Spoke will send another request to the fallback URL with the same payload.

If no response payload is returned, the call will proceed as planned, using the original team configuration.

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Example Timelines

A Team Call Data Action will be triggered any time a call is about to be offered to a given team. This means that it may be triggered more than one time during a call, for example:

• The team is configured with an overflow rule that routes unanswered calls to a second team
• A call is transferred by an agent to another team

In both cases above, if a Team Call Data Action is configured, two requests will be made to the configured URL. In the second request, the directoryTarget and offerConfig attributes of the request payload will be updated to reflect the new team. All other attributes will remain the same.

Data actions for teams are triggered irrespective of the source of a call. This includes:

• Direct calls to the team via a team DDI
• Calls redirected into Spoke from an external IVR such as Studio
• Calls received via the Spoke IVR
• Any actions that result in calls being offered to a team from the Spoke application, such as transfer or a user calling the team directly

The following examples illustrate when data action requests will be made during the lifecycle of a call.

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Example 1 - Inbound Call with Transfer

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Example 2 - Direct Call with Offer Forwarding

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Example 3 - Redirect to a Team Call via API

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