The diagram below outlines the sequential data flow of the outbound call process, from initiating a call request to the successful completion of the call.
1. Client Requests Access Token from Identity Service
The client initiates the process by sending a request to the identity service to obtain an access token. The identity service verifies the request and responds by returning the access token to the client, which is necessary for authentication.
2. Client Submits Outbound Request to Outbound Manager
After obtaining the access token, the client sends an outbound request to the Outbound Manager. This request contains a list of customers, and the relevant details required for making the outbound calls.
3. Outbound Manager Schedules Outbound Calls
The Outbound Manager processes the request, then schedules the outbound calls according to predefined rules and time intervals, which are configured via the user interface.
4. Outbound Manager Triggers Outbound Call
After scheduling, the Outbound Manager communicates with IVR to trigger the outbound call. This step initiates the process of dialing the end user’s number.
5. IVR Places Outbound Call to End User
The IVR places the actual outbound call to the end user and waits for the call to be connected with the end user.
6. IVR Triggers Conversation Start Event
Upon connecting the call, the IVR sends a conversation start event to AI Agents, indicating the initiation of the session.
7. Conversation Proceeds Based on the Defined Scenario
The conversation between AI Agents and the end user unfolds in accordance with the specific logic of the designed scenario. The IVR guides the user through the interaction.
8. IVR Triggers Conversation End Event
Once the conversation is completed, IVR triggers an end conversation event, ending the session.
9. IVR Sends Call Results
Finally, IVR sends call results (e.g., success, failure) back to Outbound Manager via webhook.