How You Configure Outbound Calling

Configure Oracle Live Experience to make outgoing calls directly to your customers.

Enable your associates to call customers through your Live Experience-enabled mobile app or over the phone, all from the Associate Desktop.

One way to do this is to extend your existing Live Experience-enabled mobile app to receive VoIP calls from Live Experience. This setup allows your associates to start an in-app voice or video engagement while Live Experience sends a push notification to the mobile app. To the customer, this experience resembles any incoming application-based voice or video call.

Another way is to sign up for an online PSTN account. This setup allows your associates to dial a mobile phone number from the Associate Desktop. Using a PSTN account is a great way of reaching customers who haven't fully registered or fully configured your Live Experience-enabled app. See Reroute PSTN Calls to Live Experience.

You can also set up Live Experience for both in-app calling and PSTN calling. In this configuration, Live Experience first attempts to contact your customers through your Live Experience-enabled app. If the lookup fails or if the call can't be completed, the associate is presented with an option to call the customer over the PSTN network.

After you've configured outbound calling, you can take advantage of the callback feature. A callback is an option you provide to your customers to keep them from having to wait in a call queue. After 15 seconds of waiting, Live Experience offers your customers the option to be called back rather than continue waiting. See Manage Engagement Scenarios.

For your customers, the calls they receive from Live Experience are just like other kinds of calls. PSTN calls behave just like phone calls, and in-app calls behave just like other app-based VoIP calls.

In-app calls are, essentially, voice over IP calls, sent using Live Experience to your Live Experience-enabled mobile app. For your customers to receive in-app Live Experience calls, they need to have your mobile app installed on their device and properly configured. Live Experience performs customer lookup using the mobile phone number as entered by the customer in the app settings. The customer needs to set up your app to allow notifications. If they don't allow notifications, the app won't notify them of incoming calls.

PSTN calls are delivered to the customer over their mobile network and behave just like any telephone call. No special apps or configurations are required.