Scheduled callbacks

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The create_scheduled_callbacks API requires the base URL and the contact center API key.

The create_scheduled_callbacks API uses the contact center API key in the Authorization: Bearer token in the header.

You may only schedule a callback within the next 30 days. Callback times are restricted to 08:00 to 22:00, using 30-minute intervals.

Here is an example of a complete request:

{
  "method": "POST",
  "url": "https://cluster1.voiso.com/api/task/v1/scheduled_callbacks",
  "headers": {
    "Authorization": "Bearer 8a7b2c9d3e4f5g6h7i8j9k0l1m2n3o4p5q6r7s8t9u0v1w2x",
    "Content-Type": "application/json"
  },
  "body": {
    "contact_number": "15065555555",
    "agent": "myagent@example.com",
    "scheduled_time": "2024-06-20T15:00:00Z",
    "time_zone": "America/Halifax",
    "context_notes": "Interested in the transplant procedure.",
    "cid_group": "Sales North America",
    "related_call_id": "123e4567-e89b-12d3-a456-426614174000",
    "external_contact_id": "49563892",
    "external_system_id": "My CRM"
  }
}

If you see a 404 error , "error": "Not found", the specified contact center was not found or the Scheduled Callback feature is not activated for the contact center. If you want to activate the Scheduled Callback feature for your contact center, contact your Voiso account representative.

If you see this error, "error": "Scheduled Callbacks feature is disabled", the Scheduled Callback feature must be enabled by an admin in the System Settings for your contact center.

If you see this error, "error": "Agent does not have access", the Scheduled Callback feature must be enabled for the agent. To do this, an admin must select the Enable Scheduled Callback permission for the security access group (roles) that will use the feature.

The scheduled_callbacks API uses the agent's login ID to identify the user who is making the click-to-call request. If you see this error, the value specified for the agent parameter is invalid.

If you see this error,"error": "Agent logged off", the target agent is not logged in to their softphone. Ensure that agents are logged in to their Voiso account.

The scheduled_callbacks API uses the contact center API key to validate the request. If you see this error, "error": "The API key specified is invalid", check that you use the correct contact center API key. For more information about API keys, refer to Authentication.

If you see this error,"error": "contact_number": "phone number is missing", the contact_number parameter has no value. Add a valid phone number in E.164 format. Verify the phone number is correct and in the correct format without the preceding '+'. For example: 447414992548 .

If you see this error,"error": "contact_number": "incorrect phone number", the phone number provided for the contact_number parameter is not a valid phone number in E.164 format. Verify the phone number is correct and in the correct format without the preceding '+'. For example: 447414992548 .

If you see this error,"error": “agent”: “agent is missing”, the agent parameter has no value.

If you see this error,"error": “agent”: - “[email address] does not exist”, the login ID for the specified agent does not exist in the contact center. Check the email address for the specified agent. You can use the Users API to retrieve a list of agent email addresses.

If you see this error,"error": “time_zone”: “is not included in the list”, verify that you are using the correct time zone name from the list found at the IANA website.

If you see this error,"error": “scheduled_time”: “incorrect format. Use YYYY-MM-DDThh:mm:ssTZD (iso8601)”, ensure that the time you specify for the scheduled_time parameter follows the ISO 8601 standard format like this: YYYY-MM-DDThh:mm:ssTZD, where YYYY is the year, MM is the month number, DD is the day number, hh is the hour using the 24-hour clock, mm is minutes and is either 00 or 30, and ss is seconds and is 00.

If you see this error,"error": “scheduled_time”: “should be in the future, but less than 30 days from now”, the time that was specified for the scheduled_time parameter is either in the past or is more than 30 days in the future. You may only schedule callbacks for up to 30 days in the future.

If you see this error,"error": “scheduled_time”: “can't be blank”, enter a valid time following the ISO 8601 standard format. The time must be up to 30 days in the future and may only be on the hour or half-hour.

If you see this error, "error": "Scheduled time hours should be between 08 and 22 in the specified time zone", enter a time between 08h and 22h.

If you see this error, "error": "Scheduled time minutes should be either 00 or 30", enter either 00 or 30 for minutes. Only scheduled callbacks on the hour and half-hour are supported.

If you see this error, "error": "Scheduled time minutes should be either 15 or 45", enter either 15 or 45 for minutes. For specific time zones, such as Kathmandu (UTC+05:45), only scheduled callbacks on the quarter- and three quarter-hours are supported.

If you see this error, "error": "Scheduled time seconds should be 00", enter 00 for seconds. Scheduled Callbacks does not support scheduling by the second.

If you see this error,"error": “context_notes”: “is too long (maximum is 64 characters)”, the text that is specified for the context_notes parameter exceeds the 64 character limit.

If you see this error, "error": "Too many requests", the number of permitted requests to the server is exceeded, and requests are being throttled.