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.comhttps://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 05-14-2020 10:43
From: Mohammed Saifulla
Subject: DUPLICATE CALL BACK REQUEST SAME NUMBER
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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