Hello,
I am looking for callback input.
It seems when we have high call volumes we have customers that will request a callback and then call the contact center a second or third time requesting another callback with the same customer callback information. We would like to add additional configuration to our callbacks that would prevent a caller from requesting additional callbacks providing their return telephone number is the same.
Has anyone encountered this scenario and if so, how was this addressed? Can a handler be called to prevent the additional callback?
I really appreciate all of the feedback from the community on my past discussions. I have learned a lot from not only my questions but others as well.
Thank you!
#SystemAdministration#Telephony------------------------------
Tina Yocum
NorthWestern Corporation
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