hello Ritta,
I think this is doable if you implement some custom logic based on a data action that checks the number of call backs offered during a specific time interval then filter on the ANI and the Queue of your choice
You could use the conversation aggregate API to count the number of call backs for the given ANI in a selected queue. It may require some tweaking and testing to get to the result that you are after but certainly possible to implement.
GET /api/v2/analytics/conversations/aggregates/query
{
"interval": "2021-04-28T22:00:00.000Z/2021-04-29T22:00:00.000Z",
"groupBy": [
"queueId"
],
"filter": {
"type": "and",
"predicates": [
{
"type": "dimension",
"dimension": "ani",
"operator": "matches",
"value": "+49177123456789"
},
{
"type": "dimension",
"dimension": "mediaType",
"operator": "matches",
"value": "callback"
},
{
"type": "dimension",
"dimension": "queueId",
"operator": "matches",
"value": "784143ce-bee0-48f9-915b-e3332dfe0797"
}
]
},
"views": [],
"metrics": [
"nConnected",
"nOffered"
]
}
Hope this helps
Regards
------------------------------
Hichem Agrebi
hichem.agrebi@cc-expertise.comCC-Expertise Ltd
------------------------------
Original Message:
Sent: 04-28-2021 07:09
From: Riitta Richard
Subject: Prevent customers leaving multiple callback in the same queue
Hello Rami!
Did you ever get help on this? We have faced the same issue and are on the lookout how to solve it.
------------------------------
Riitta Richard
Advania Finland Oy
Original Message:
Sent: 02-25-2019 03:25
From: Rami Mantere
Subject: Prevent customers leaving multiple callback in the same queue
Hi!
Has anyone been able to prevent customers leaving multiple callback in the same queue? I haven't found a solution for this reading Purecloud documentation.
#Implementation
#Routing(ACD/IVR)
------------------------------
Br
Rami Mantere
------------------------------