We want to achieve below setup-
1. Caller calls the IVR & has selected an option.
2. Call is routed to a queue & all agents in queue are busy/not available so the call is still in Inqueue Flow.
3. In Inqueue Flow, the caller opts for Callback since no one was available to answer his call. <Using of Create Callback in Architect Inqueue Flow>
4. For some reasons the same caller(Same ANI) calls the IVR again, but this time system first checks if there is any callback request present in the queue for the same Caller(Same ANI) which is yet to be taken by an agent.
                         a. If the Callback request is present in the system, the caller wont be given an option to get a callback
                         b. If the Callback request is NOT present in the system, the caller will be given an option to get a callback
So basically we want to restrict the Caller from opting for Callback if there is already a callback request pending at the system.


I can't seem to find any relevant links in resource center and was wondering if anyone out there may have some idea about it to help me out.
Could anyone in the community please let me know if this is doable or not? If yes, then how this can be achieved?

Any suggestions would be greatly appreciated!

We want to achieve below setup-
1. Caller calls the IVR & has selected an option.
2. Call is routed to a queue & all agents in queue are busy/not available so the call is still in Inqueue Flow.
3. In Inqueue Flow, the caller opts for Callback since no one was available to answer his call. <Using of Create Callback in Architect Inqueue Flow>
4. For some reasons the same caller(Same ANI) calls the IVR again, but this time system first checks if there is any callback request present in the queue for the same Caller(Same ANI) which is yet to be taken by an agent.
                         a. If the Callback request is present in the system, the caller wont be given an option to get a callback
                         b. If the Callback request is NOT present in the system, the caller will be given an option to get a callback
So basically we want to restrict the Caller from opting for Callback if there is already a callback request pending at the system.


I can't seem to find any relevant links in resource center and was wondering if anyone out there may have some idea about it to help me out.
Could anyone in the community please let me know if this is doable or not? If yes, then how this can be achieved?

Any suggestions would be greatly appreciated!

We want to achieve below setup-
1. Caller calls the IVR & has selected an option.
2. Call is routed to a queue & all agents in queue are busy/not available so the call is still in Inqueue Flow.
3. In Inqueue Flow, the caller opts for Callback since no one was available to answer his call. <Using of Create Callback in Architect Inqueue Flow>
4. For some reasons the same caller(Same ANI) calls the IVR again, but this time system first checks if there is any callback request present in the queue for the same Caller(Same ANI) which is yet to be taken by an agent.
                         a. If the Callback request is present in the system, the caller wont be given an option to get a callback
                         b. If the Callback request is NOT present in the system, the caller will be given an option to get a callback
So basically we want to restrict the Caller from opting for Callback if there is already a callback request pending at the system.


I can't seem to find any relevant links in resource center and was wondering if anyone out there may have some idea about it to help me out.
Could anyone in the community please let me know if this is doable or not? If yes, then how this can be achieved?

Any suggestions would be greatly appreciated!

We want to achieve below setup-
1. Caller calls the IVR & has selected an option.
2. Call is routed to a queue & all agents in queue are busy/not available so the call is still in Inqueue Flow.
3. In Inqueue Flow, the caller opts for Callback since no one was available to answer his call. <Using of Create Callback in Architect Inqueue Flow>
4. For some reasons the same caller(Same ANI) calls the IVR again, but this time system first checks if there is any callback request present in the queue for the same Caller(Same ANI) which is yet to be taken by an agent.
                         a. If the Callback request is present in the system, the caller wont be given an option to get a callback
                         b. If the Callback request is NOT present in the system, the caller will be given an option to get a callback
So basically we want to restrict the Caller from opting for Callback if there is already a callback request pending at the system.


I can't seem to find any relevant links in resource center and was wondering if anyone out there may have some idea about it to help me out.
Could anyone in the community please let me know if this is doable or not? If yes, then how this can be achieved?

Any suggestions would be greatly appreciated!

We want to achieve below setup-
1. Caller calls the IVR & has selected an option.
2. Call is routed to a queue & all agents in queue are busy/not available so the call is still in Inqueue Flow.
3. In Inqueue Flow, the caller opts for Callback since no one was available to answer his call. <Using of Create Callback in Architect Inqueue Flow>
4. For some reasons the same caller(Same ANI) calls the IVR again, but this time system first checks if there is any callback request present in the queue for the same Caller(Same ANI) which is yet to be taken by an agent.
                         a. If the Callback request is present in the system, the caller wont be given an option to get a callback
                         b. If the Callback request is NOT present in the system, the caller will be given an option to get a callback
So basically we want to restrict the Caller from opting for Callback if there is already a callback request pending at the system.


I can't seem to find any relevant links in resource center and was wondering if anyone out there may have some idea about it to help me out.
Could anyone in the community please let me know if this is doable or not? If yes, then how this can be achieved?

Any suggestions would be greatly appreciated!