Call Connect¶

Overview¶

The Call Connect task initiates a two-legged phone call that connects two phone numbers through your telephony provider. The system calls both parties (Leg A and Leg B) and bridges them together, optionally playing a whisper message to Leg A before the connection is established.

This task is perfect for callback systems, support escalations, and any scenario where you need to automatically connect two people via phone.

Type Number: 3
Category: Communication
Difficulty: Intermediate

How It Works¶

Call Connect uses a two-stage calling process:

1. Leg A (First Call): System calls the first phone number
2. Whisper Message: Optional message played only to Leg A (not heard by Leg B)
3. Leg B (Second Call): System calls the second phone number
4. Bridge Connection: Both parties connected when both answer
5. Call Recording: Entire conversation recorded automatically
6. Callback Webhook: System receives call completion data (duration, status, recording URL)

graph LR
    A[Task Triggers] --> B[Call Leg A]
    B --> C{Leg A Answers?}
    C -->|Yes| D[Play Whisper Message]
    C -->|No| H[Call Failed]
    D --> E[Call Leg B]
    E --> F{Leg B Answers?}
    F -->|Yes| G[Bridge Connection]
    F -->|No| H
    G --> I[Record Call]
    I --> J[Send Callback on Completion]

Configuration¶

Required Fields¶

Important Notes¶

• Phone Format: Accepts international format (+27...) or local formats
• Automatic Sanitization: System removes spaces and formatting
• Message Timing: Whisper message plays before Leg B is called
• Recording: All calls recorded by default for compliance
• Provider: Uses Logimeter telephony service (South African provider)

Output Fields¶

The task generates these workflow variables:

Sample Response¶

{
  "task_3001_run": true,
  "task_3001_run_text": "Call Connect attempted.",
  "task_3001_response": {
    "success": true,
    "call_uuid": "abc123-def456-ghi789",
    "leg_a_status": "initiated",
    "leg_b_status": "pending",
    "recorded": true
  }
}

Note: Task completes immediately after initiating call. Use Type 50 (Call Connect Trigger) to receive callback when call ends.

Real-World Examples¶

Example 1: Lead Callback System¶

Scenario: Website visitor submits contact form, system immediately connects sales rep to lead.

Workflow:

Webhook Trigger (Form Submission)
  ↓
Match Client (Find or create client)
  ↓
Round Robin (Select available sales rep)
  ↓
Call Connect
    - Leg A: {{task_30001_run}} (sales rep from round robin)
    - Leg B: {{trigger_phone}} (from form)
    - Message: "Connecting you to {{trigger_name}} from website contact form"
  ↓
Edit Client (Log call attempt)

Benefits: - Instant connection while lead is hot - Sales rep knows context before speaking - Higher conversion rates

Example 2: Support Ticket Escalation¶

Scenario: High-priority support ticket requires immediate manager intervention.

Workflow:

CRM Status Change Trigger (Priority = "Critical")
  ↓
If Condition (business hours check)
  ↓
Call Connect
    - Leg A: +27123456789 (support manager)
    - Leg B: {{client_phone_cell}}
    - Message: "Urgent support case #{{ticket_id}}. Customer: {{client_name}}"
  ↓
Workflow Note (Log escalation)

Whisper Message Example:

"Urgent: Connecting to client requiring immediate assistance. Case #12345 - Account suspended."

Benefits: - Manager briefed before speaking - Faster resolution times - Professional customer experience

Example 3: Appointment Confirmation Calls¶

Scenario: Daily scheduled task calls clients to confirm tomorrow's appointments.

Workflow:

Timer Trigger (Daily at 4 PM)
  ↓
MySQL Query (SELECT clients with appointments tomorrow)
  ↓
Loop (through each appointment)
  ↓
Call Connect
    - Leg A: +27111222333 (reception desk)
    - Leg B: {{loop_item_phone}}
    - Message: "Appointment confirmation for {{loop_item_name}} at {{loop_item_time}}"
  ↓
Delay (30 seconds between calls)

Benefits: - Reduces no-shows - Efficient batch processing - Staff context before answering

Example 4: Emergency Response System¶

Scenario: Critical system alert requires immediate technical contact.

Workflow:

Webhook Trigger (Monitoring Alert)
  ↓
Key Match (Match alert type to on-call engineer)
    - "database": +27111111111
    - "network": +27222222222
    - "security": +27333333333
  ↓
Call Connect
    - Leg A: {{task_17001_value}} (matched engineer)
    - Leg B: +27999999999 (operations center)
    - Message: "CRITICAL: {{trigger_alert_type}} alert. Severity: {{trigger_severity}}"
  ↓
Email (Send alert details)

Whisper Message Example:

"CRITICAL ALERT: Database server unresponsive. Severity Level 1. Connecting to operations center."

Benefits: - Immediate response to critical issues - Engineer prepared with context - Operations can brief before engineer speaks

Example 5: Call Center Warm Transfer¶

Scenario: Agent requests callback system to reconnect them with customer after research.

Workflow:

Manual Button Trigger (Agent clicks "Schedule Callback")
  ↓
Delay (Wait 10 minutes)
  ↓
Call Connect
    - Leg A: {{trigger_agent_extension}} (agent who scheduled)
    - Leg B: {{trigger_customer_phone}}
    - Message: "Callback for case {{trigger_case_id}}. Customer: {{trigger_customer_name}}"
  ↓
Edit Client (Update last contact time)

Benefits: - Agent has time to research - Professional callback system - Context preserved in whisper

Common Use Cases¶

• Sales Callbacks: Connect sales reps to hot leads instantly
• Support Escalations: Bridge urgent customer issues to managers
• Appointment Reminders: Confirm appointments with human touch
• Emergency Response: Rapid connection for critical situations
• VIP Customer Service: Priority connection for high-value clients
• Interview Scheduling: Connect recruiters to candidates
• Survey Calls: Connect survey team to customers
• Debt Collection: Professional callback system for collections
• Warm Transfers: Agent-initiated callbacks with context

Integration Details¶

Telephony Provider¶

Provider: Logimeter
Coverage: Primarily South Africa
API: REST API with Bearer token authentication
Recording: Automatic on all calls
Callbacks: Webhook sent to BaseCloud on call completion

Call Flow¶

1. Initiation: Task sends API request to Logimeter
2. Leg A Dial: Provider calls first number
3. Answer Detection: Waits for Leg A to answer
4. Whisper Playback: Text-to-speech plays message to Leg A
5. Leg B Dial: Provider calls second number
6. Bridge: Connects both parties when Leg B answers
7. Recording: Records entire conversation
8. Termination: Either party can hang up
9. Callback: Webhook sent with call data

Callback Data¶

When call completes, Type 50 (Call Connect Trigger) receives:

• Call UUID: Unique identifier
• Duration: Call length in seconds
• Status: completed, failed, busy, no-answer
• Recording URL: Link to call recording
• Termination Reason: Who hung up, why call ended

Configuration Tips¶

Whisper Message Best Practices¶

✅ Good Examples: - "Connecting you to John Smith from website inquiry" - "Support case #12345 - Customer reports login issue" - "Lead callback: ABC Corporation, requested pricing quote" - "Appointment confirmation for Sarah Johnson at 2 PM"

❌ Avoid: - Very long messages (keep under 20 seconds) - Technical jargon the agent won't understand - Sensitive information (call may be monitored) - Special characters that text-to-speech struggles with

Phone Number Tips¶

• International Format: Use +27 prefix for South African numbers
• Variables Work: {{client_phone_cell}} from previous tasks
• Sanitization: Spaces and formatting removed automatically
• Extensions: Not supported (direct dial only)

Timing Considerations¶

• No Wait: Task returns immediately (doesn't wait for call to complete)
• Sequential Calls: Use Delay task between multiple calls
• Business Hours: Check time before calling with If Condition
• Rate Limiting: Consider delays to avoid overwhelming agents

Troubleshooting¶

"Call Connect attempted" but no call received¶

Possible Causes: 1. Invalid Phone Number: Number doesn't exist or incorrect format 2. Network Issues: Telephony provider network problem 3. Number Blocked: Recipient has blocked calls from system 4. Coverage Area: Number outside provider's coverage

Solutions: - Verify phone numbers in correct format - Check Logimeter service status - Test with known working number - Review call logs in provider dashboard

Leg A answers but Leg B never rings¶

Possible Causes: 1. Leg B Number Invalid: Second number incorrect 2. Leg B Busy: Recipient on another call 3. Leg B Rejected: Auto-reject or DND enabled 4. Provider Delay: Network congestion

Solutions: - Add delay between task execution if batch calling - Implement retry logic with Delay + If Condition - Log failed calls for manual follow-up - Use Call Connect Trigger to detect failures

Whisper message not playing or unclear¶

Possible Causes: 1. Text-to-Speech Issues: Special characters or formatting 2. Message Too Long: Truncated by provider 3. Audio Quality: Network issues during playback

Solutions: - Keep messages simple and short - Avoid special characters (%, $, @) - Test text-to-speech pronunciation - Use common words and clear phrasing

Call connects but immediately drops¶

Possible Causes: 1. Both Parties Hang Up: Confusion or accidental disconnect 2. Provider Error: Bridge connection failed 3. Network Issues: Poor call quality causes drop

Solutions: - Ensure whisper message explains what's happening - Train staff to wait for connection - Review call quality with provider - Check recording to diagnose issue

High call volume causing delays¶

Possible Causes: 1. No Rate Limiting: Too many calls at once 2. Agent Availability: Not enough staff to handle volume 3. Provider Capacity: Concurrent call limits

Solutions: - Implement Delay tasks between calls - Use Round Robin for even distribution - Stagger workflows throughout the day - Consider agent capacity planning

Limitations & Considerations¶

Provider Limitations¶

• Geography: Optimized for South African numbers (Logimeter)
• Coverage: May have limited international reach
• Cost: Per-minute billing for connected calls
• Concurrent Calls: Provider-dependent capacity limits

Technical Limitations¶

• No Status Wait: Task doesn't wait for call to complete
• No Retry: Failed calls not automatically retried
• No Voicemail Detection: May connect to voicemail
• No DTMF: Cannot send keypad tones during call
• No Call Control: Cannot pause, mute, or transfer mid-call

Business Considerations¶

• Compliance: Ensure call recording compliance with local laws
• Consent: May require customer consent for recording
• Hours: Respect calling time restrictions
• Opt-Out: Maintain do-not-call lists
• Documentation: Keep records of automated call attempts

Best Practices¶

• Test Thoroughly: Use test numbers before production
• Monitor Costs: Track call volume and duration
• Handle Failures: Plan for failed connection scenarios
• Agent Training: Ensure staff understand automated connections
• Customer Experience: Consider recipient perspective

Related Tasks¶

• Type 50 - Call Connect Trigger: Receives callback when call ends with duration and recording
• Type 51 - Call Tracking Trigger: Alternative for tracking number-based calls
• Type 2 - Email: Multi-channel approach (email + call)
• Type 4 - SMS: Fallback if call fails
• Type 30 - Round Robin: Distribute calls evenly among agents
• Type 17 - Key Match: Route calls to specific agents based on criteria

FAQ¶

Can I call international numbers outside South Africa?¶

The task uses Logimeter which primarily serves South Africa. International calls may work but could have higher costs and varying quality. Test thoroughly before production use.

How long does it take to connect both parties?¶

Typically 10-30 seconds depending on answer times. The task returns immediately - use Type 50 (Call Connect Trigger) to get actual connection data.

Can I customize the caller ID?¶

No, the caller ID is determined by your Logimeter account configuration and cannot be changed per-task.

What happens if Leg A doesn't answer?¶

The call fails and no connection is attempted to Leg B. The task still completes successfully (from workflow perspective) but no call occurs.

Can I play music while waiting for Leg B?¶

Currently only the whisper message is supported. The standard hold music is provider-configured and cannot be customized per-call.

How do I get call recordings?¶

Use Type 50 (Call Connect Trigger) to receive a webhook when the call ends. The callback includes a URL to the call recording file.

Is there a maximum whisper message length?¶

No explicit limit, but keep messages under 20 seconds for best experience. Very long messages may be truncated by the provider.

Can I make multiple calls to the same person?¶

Yes, but implement delays between calls to avoid overwhelming recipients. Consider business logic to prevent duplicate calls.

What if both numbers are the same?¶

The task will attempt to call the same number twice, which will likely fail. Validate your data before execution.

How much does each call cost?¶

Costs are determined by your Logimeter account and vary by destination, duration, and call type. Check with your telephony provider for pricing.

Advanced Patterns¶

Callback Queue System¶

Timer Trigger (Every 5 minutes)
  ↓
MySQL Query (SELECT pending callbacks WHERE attempts < 3)
  ↓
Loop (through each callback)
  ↓
Call Connect
    - Leg A: {{loop_item_agent_phone}}
    - Leg B: {{loop_item_customer_phone}}
    - Message: "Callback attempt {{loop_item_attempts}} for {{loop_item_customer_name}}"
  ↓
MySQL Query (UPDATE callbacks SET attempts = attempts + 1)
  ↓
Delay (30 seconds)

Priority-Based Routing¶

CRM Trigger (New Lead)
  ↓
If Condition ({{trigger_lead_score}} > 80)
    YES → Key Match (Route to senior sales rep)
    NO → Round Robin (Route to available rep)
  ↓
Call Connect
    - Leg A: {{matched_or_round_robin_phone}}
    - Leg B: {{trigger_phone}}
    - Message: "Priority {{trigger_lead_score}} lead: {{trigger_name}}"

Failed Call Retry Logic¶

Call Connect (Initial attempt)
  ↓
Call Connect Trigger (Wait for callback)
  ↓
If Condition ({{task_50001_status}} = "no-answer")
    YES → Delay (30 minutes)
         ↓
         Call Connect (Retry)
         ↓
         If Condition (still failed)
             YES → SMS (Send text instead)
    NO → Workflow Note (Success)

Summary¶

Call Connect is a powerful communication task that automatically connects two people via phone call with contextual whisper messages. Key features:

• ✅ Two-legged call bridging
• ✅ Whisper messages for context
• ✅ Automatic call recording
• ✅ Webhook callbacks on completion
• ✅ Variable support for dynamic numbers
• ⚠️ Provider-specific (Logimeter - South Africa)
• ⚠️ No synchronous status (use Type 50 for callbacks)
• ⚠️ Per-minute costs apply

Perfect for lead callbacks, support escalations, appointment confirmations, and any scenario requiring automated phone connections with professional context delivery.