Genesys Cloud (formerly PureCloud)

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DUPLICATE CALL BACK REQUEST SAME NUMBER

  • 1.  DUPLICATE CALL BACK REQUEST SAME NUMBER

    Posted 16 days ago
    Hello

    I wanted to know if there is any function in PureCloud that we can turn on which will not allow a caller to enter their number for a callback more than one time Cause a lot of callers enter their number more than twice & when agents call them they get frustrated telling how many times you are making a call to me cause the caller doesn't know that he/she entered the number more than twice & that's why the agents call them back. 
    #Telephony

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    Mohammed Saifulla
    Groupone Health Source, Inc.
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  • 2.  RE: DUPLICATE CALL BACK REQUEST SAME NUMBER

    Top 25 Contributor
    Posted 14 days ago
    Nothing build in, but I think something similar is on the roadmap (longer term).  What you can do is create a data action to search the queue for interactions and search for the phone number in the result.  Then if it is found, tell the caller they already have a callback in queue and that will be replied to before them waiting in line and also, don't offer the callback if there is one in queue already.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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